Company logo Pratt & Whitney Component Solutions Vendor Symposium August 24-26, 2010 COPYRIGHT © 2010 HAMILTON SUNDSTRAND CORPORATION. THIS DOCUMENT IS THE PROPERTY OF HAMILTON SUNDSTRAND CORPORATION (HSC). YOU MAY NOT POSSESS, USE, COPY OR DISCLOSE THIS DOCUMENT OR ANY INFORMATION IN IT, FOR ANY PURPOSE, INCLUDING WITHOUT LIMITATION, TO DESIGN, MANUFACTURE OR REPAIR PARTS, OR OBTAIN ANY GOVERNMENT APPROVAL TO DO SO, WITHOUT HSC’S EXPRESS WRITTEN PERMISSION. NEITHER RECEIPT NOR POSSESSION OF THIS DOCUMENT ALONE, FROM ANY SOURCE, CONSTITUTES SUCH PERMISSION. POSSESSION, USE, COPYING OR DISCLOSURE BY ANYONE WITHOUT HSC’S EXPRESS WRITTEN PERMISSION IS NOT AUTHORIZED AND MAY RESULT IN CRIMINAL AND/OR CIVIL LIABILITY. Hamilton Sundstrand Proprietary
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Company logo
Pratt & Whitney Component Solutions Vendor Symposium
August 24-26, 2010
COPYRIGHT © 2010 HAMILTON SUNDSTRAND CORPORATION. THIS DOCUMENT IS THE PROPERTY OF HAMILTON SUNDSTRAND CORPORATION (HSC). YOU MAY NOT POSSESS, USE, COPY OR DISCLOSE THIS DOCUMENT OR ANY INFORMATION IN IT, FOR ANY PURPOSE, INCLUDING WITHOUT LIMITATION, TO DESIGN, MANUFACTURE OR REPAIR PARTS, OR OBTAIN ANY GOVERNMENT APPROVAL TO DO SO, WITHOUT HSC’S EXPRESS WRITTEN PERMISSION. NEITHER RECEIPT NOR POSSESSION OF THIS DOCUMENT ALONE, FROM ANY SOURCE, CONSTITUTES SUCH PERMISSION. POSSESSION, USE, COPYING OR DISCLOSURE BY ANYONE WITHOUT HSC’S EXPRESS WRITTEN PERMISSION IS NOT AUTHORIZED AND MAY RESULT IN CRIMINAL AND/OR CIVIL LIABILITY.
Hamilton Sundstrand Proprietary
Topics for Discussion
• Introduction to Hamilton Sundstrand
• Hamilton Sundstrand Aftermarket
• Partnership with PWCS
• Customer Response Center Initiative
• Web Tools to Reach Us
HAMILTON SUNDSTRAND PROPRIETARY2
UNITED TECHNOLOGIES CORP. More than 200,000 employees
2009: $53B
$11.4B
$11.8B
$6.3B
$5.6B
$5.5B
$12.6B
3HAMILTON SUNDSTRAND PROPRIETARY
HS AerospaceHS Industrial
Approximately 16,500 employees worldwide; 3,000 industrial
One third of aerospace work force is outside the U.S.; half of industrial work force outside U.S.
More than 150 locations, including field offices, in 20 countries
HAMILTON SUNDSTRAND A global presence
4HAMILTON SUNDSTRAND PROPRIETARY
HAMILTON SUNDSTRAND 2009 revenue: $5.6 B
Electric systems Air management Engine systems
Auxiliary powerFire protection Propellers
Space systems
Actuation
Industrial$1.1B
Compressors
Specialty pumps
Aerospace systems$4.5B
Hamilton Sundstrand is among the world's largest suppliers of technologically advanced aerospace and industrial products.
5HAMILTON SUNDSTRAND PROPRIETARY
Aerospace Systems$4.4B
Industrial$1.4B
Customer ServiceCapabilities
• Technical Support (24/7)
• Engineering Services
• Asset Management Services
• Repair Services
• Line Replaceable Unit Provisioning
• Spare Parts
Company Private6
HAMILTON SUNDSTRAND PROPRIETARY
CUSTOMER SERVICE Global Network
Repair Facility Distribution CenterField Office
4Q08
Key Data:• 2,000 Professionals• 60 Facilities Company Private
7HAMILTON SUNDSTRAND PROPRIETARY
TULSA
DALLAS
SEATTLE
SAN FRANCISCO
JIM SANOCKI, FSR
PITTSBURGH
LOS ANGELES
MONTREAL
PETE HRYNIEWICZ, FSRNORFOLK
WINDSOR LOCKS
GARY SCHULTZ, FSRMINNEAPOLIS
ATLANTA
HOUSTONSTEVE FRIENDS, FSRCONRAD MEIJER, FSR
ROCKFORDKONRAD DUDEK, FSRMARK GOLARZ, FSRJASON RAAUM, FSRJOHN SZILLAT, FSR
PAUL DEWITT, OSSP. LIDDELL, OSS MGRDAVE JOHNSON, CSMDANA SCHULZ, CSM
ERNIE D’ALESSANDRO, FSRMARK OSTHEIMER, FSR
ROBERT HOAR, FSRJOHN SWEITZER, DIR., SALESHERMAN ROSSHIRT, FS MGRCHRISTOPHER BUSCETTO, FSRLARRY TIBERIO, CSM TRANG DANG, CSMSTEVE SWART, OSS
ERIC GRUBBS, FSR
DENNIS PALMER, FSR
DAVID AYARS, FSR
BOB PINGEL, OSSMIKE BEATT, OSS
Customer Support Offices – Americas Region
MT. LAURELMARTY SEZACK, FSR
MIRAMARBRIAN MURPHY, CSMDAVE MURPHY, CSMGUS MARTINS, CSMPETE CORDERO, OSS
INDIANAPOLISJOHN MCKEEHEN, FSR
SAO PAULOADRIANO BARBIERI, FSRROBERTO MICHELIN, FSRSERGIO OLGUIN, FSR
August 2010
NEW YORKSANTIAGOJUAN MARTONE, FSR
MARK FAY, OSS
8HAMILTON SUNDSTRAND PROPRIETARY
TOULOUSE
BORDES
LONDON
ALAIN ROUGIER, FSRJEAN-PAUL VERGEZ, FSR
HAMBURG
FRANKFURT
ROME
AMSTERDAM
THORSTEN MÖLLER-REICHENBACH, OSSARNE RUETER, MGR FSRPETER STROZYK, FSR
CHARLES VAN’T HOF, FSRHUUB PEELS, OSS
LUTZ SPECHT, FSR
ANGELO CASADIDIO, FSR
MICHEL KUCZOWICZ, FSR
SIMON ASHURST, CSMSTEPHAN CLAASE, FSRGLYN HENDERSON, OSS
Customer Support Offices – Europe Region
DUBAIANTHONY VAN DER DRAAI, FSRBRIAN HUNTER, CSM
August 2010
DIJONGRENVILLE MITCHELL
MAASTRICHTSTEVE JAFFE, CSM
PORTUGALTONY FONTES, CSM
9HAMILTON SUNDSTRAND PROPRIETARY
KUALA LUMPUR SINGAPORE
TOKYO
BEIJING
SYDNEY
SHANGHAICHARLIE ZHANG, FSR
GUANGZHOUSTEVEN LIN, FSR
HONG KONGSHAWN CHEN, FSR
PUSANTOM LEE, FS MGR / CSM
TAIPEIALBERT SUN, FSR / CSM
WAI CHEONG LOH, GMJEFFREY YAP, CSMGAVIN CHEW, FSRBENJAMIN LEONG, FSRMICKY NGAU, FSR
KING WONG, GMJACK MORRISON, CSMKIDO SEOK, FSR
STEVE ZAMMIT,OSS
MASAHITO FURUYA, FSRTHOMAS MILLER, FSRADRIAN LEE, OSS
HUAXING LU, FSR HAN MINGHUI, CSM
MELBOURNEHENRY CORDANI, FSR / CSM
XIAMEN
MUMBAIHARESH BALASUBRAMANIAM, CSMBIPLOB NATH, FSR
NAGASAKIIAN BARTLETT, OSS
LI YAJIE, GM
Customer Support Offices – Asia Pacific Region
August 2010
10HAMILTON SUNDSTRAND PROPRIETARY
Repair Services
• Full capability within all three IATA regions
• Customer Service Administration located at each facility
• Working hard to present one standard face
11HAMILTON SUNDSTRAND PROPRIETARY
.
WorldWide Repair Facilities
Windsor Locks, CTAMS / EC&A / Elec. / Prop.
Rockford, ILEmergency Power.
San Diego, CAAPU.
Phoenix, AZElec. Power / Electronics
Miramar, FLElectric Power
Puerto RicoElectronics
Wilson, NCFire Supp. / Detection
Caudebec-en-CauxAPU
Dijon, FranceElectric Power
Antony, FranceFire Supp. / Detection
The NetherlandsAMS / Prop.
Frankfurt, GermanyCabin Pressure
Wolverhampton, EnglandHeat Exchange
Berkshire, EnglandFire Supp. / Detection
Claverham, EnglandActuation
Shannon, IrelandElectric Power (Rewind)
Figeac, FranceProp. / Actuation
Singapore (FAST)EC&A
Singapore (SunPac)Electric Power
Kuala Lumpur, MalaysiaAMS
Xiamen, ChinaElectric Power
Victoria, AustraliaFire Supp. / Detection
IATA 1 IATA II IATA III
12HAMILTON SUNDSTRAND PROPRIETARY
Repair Services
• 2010 goals to push product– 15 days for mechanical– 10 days for electronics
• Concentrating on our core competencies• Working toward long term agreements with key customers
– Streamlines repair process– Helps to forecast shop loads
13HAMILTON SUNDSTRAND PROPRIETARY
3-Year Strategic Roadmap
• Best in class customer service – ACE Gold Sites• Quality (Zero Escapes, Repair Reliability, Regulatory Compliance)
• Delivery (Consistent 95% CSL)
• Administration (50% Hold Reduction, 6.5 MFA, Maximize Contracts Performance)
• Communication (Responsiveness, Accessibility, & Accuracy)
• 787 EIS Repair capability (Accurate Planning & Flawless Execution)
• Aggressive Cost Reduction • Network integration (Leverage Knowledge, Capabilities, & Expertise)
• Standardization (Best Common Processes & Solutions)
• Product Rationalization (Keep what we do best)
• Productivity (Match Best In Class)
14HAMILTON SUNDSTRAND PROPRIETARY
2007 2008 2009 2010 2011 2012
Quality – Escapes (3 Yr Roadmap)
Americas Europe Asia
FORMAL TRAINING
STANDARD WORK
PROCESS CERTIFICATION
AUTOMATION & DIGITATIZATION
70% Reduction
Quality 3-Year Roadmap
15HAMILTON SUNDSTRAND PROPRIETARY
Delivery 3-Year Road Map
2007 2008 2009 2010 2011 2012
Total Days in House (DIH)
Customer Hold Shortages Cycle Time
98% Availability OSS Planning
QH Strategy
ACE GoldVSM, Kaizen
Standard Work
30 Days
27 Days25 Days
20 Days
16 Days
12 Days
OPS
SupplyChain
AdminCSM
16HAMILTON SUNDSTRAND PROPRIETARY
PWCS and HS Partnership• HS looked for process improvement in Biz Jet and regional support
• Saw potential in a partnership with PWCS– PWCS is a logistics provider– HS is a repair station
• Formalized in November 2007
• PWCS became our Authorized Distributor for legacy PWC engine components
17HAMILTON SUNDSTRAND PROPRIETARY
PWCS and HS Partnership
• Today we have over 50 LRU’s under agreement with PWCS
• Hundreds of LRU’s in stock at PWCS for your immediate needs
• AOG activity, Retrofits, Mod Programs all see better coordination
18HAMILTON SUNDSTRAND PROPRIETARY
This project will enable Hamilton Sundstrand to address in-service technical issues through more robust data driven processes. It will become a key differentiator for HS in the marketplace.
The expected outcome:
.100% data capture and tracking• .Improved response time• .Proactive issue identification
Improved first time fix rate• .Improved customer satisfaction
CUSTOMER RESPONSE CENTERProject initiatives
MilestonesGroundbreaking 5/10
Internal piloting 8/30
External go live 11/1
19HAMILTON SUNDSTRAND PROPRIETARY
Internal UTC Benchmarks
External UTC Benchmarking
CUSTOMER RESPONSE CENTERBenchmarking
20HAMILTON SUNDSTRAND PROPRIETARY
VIRTUAL TOUR
21
Hamilton SundstrandCustomer Service e-Commerce
POWER TM
www.hsespares.com
Part Availability O rder Entry O rder Status Request for Quote Shipment Tracking
www.hsvas.com
Tra in ing Technical Publications On Line Technical Forum s Easy to use Search Engine In-Service Program Information
www.hswwr.com
www.hsrepair.com
Repair Station Contacts Custom er Support M anager & M arketing Contacts Com m ercial Repair Program Offerings W orldwide Com mercial Repair Capability
O rder Status Shipment Tracking Exchange Inform ation
www.hsear.com
Statement o f Account Invoices
Worldwide Repair Services
Accounts Receivable
Technical Support
22HAMILTON SUNDSTRAND PROPRIETARY
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