QAD CSS Web Implementation

1. QAD CSS Web Implementation MWUG September 2010 Presenters: Heather Scaggs & Rob Rush

2. Agenda – Part 1 • A. O. Smith • Company Overview • The Web Initiative • 2009: Strategy, Scoping & Design • 2010: Development & Implementation • Where We are Today • Demonstration

3. Agenda – Part 2 • Methodology • AOS Passport Process • Project Management • Project phases, project stages, waves • Rigorous project management • Multi-Vendor Reasoning and Approach • CSS versus customized ecommerce solution • Feature-rich product catalog • Hybrid approach playing on the strengths of multiple vendors

4. Who is A. O. Smith? • A look at: • A. O. Smith Corporation • A. O. Smith Electrical Products Company

5. A. O. Smith Corporate • Founded 1874 • Corporate Headquarters – Milwaukee • Began a refocus effort in 1996 • Concentrated corporate portfolio on two business: • Electrical Products Company (Motors) • Water Products Company (Water Heaters) • 16,000 employees worldwide • Financially sound corporation

6. Electrical Products - Overview • Started as Whirl-A-Way Motors – 1946 • Purchased by A. O. Smith – 1950 • Enjoyed rapid growth 1960-80 with air-conditioning boom • Began industry consolidation - 1997

7. Electrical Products - Today • Divisional sales in 2009 $620 million • Leading global supplier - among the top four • Facilities (23), employees (8,500) • Full line of electric motors 1/800 to 400 HP • Over 78,650 motors built per day

8. Electrical Products – Global Locations Tipp City, OH Divisional Headquarters Gainsborough, UK Mt. Sterling, KY Changzhou, China Winchester, KY Suzhou, China LaVergne, TN Yueyang, China El Paso, TX Dubai Juarez, Mexico Monterrey, Mexico Acuna, Mexico Singapore

9. Residential Applications

10. Customers

11. Electrical Products - Web Initiative • A look at: • Strategy, scoping, objectives & benefits • Requirements & deliverables • Technical platforms & systems integration

12. Strategy: Development Model AOS EPC Values & Strategies Best Practices Validation Leadership Inputs AOS EPC Web Strategy Competitor Research & Analysis Web Team & IT Supplier Input Customer Research & Analysis

13. Strategy: Leadership Inputs • Interactive • Visit repeatedly • Easy to do business with AOS • Brings added value • Easy to navigate

14. Strategy: Research & Analysis • Competitor Analysis • Customer Analysis • A. O. Smith Analysis

15. Highest Priority Deliverables • Visibility Features • Inventory Availability • Pricing • Order Status Including Shipment Information • Order Entry • Product Cross Reference • Technical Information • Drawings, Diagrams and Photos • Nameplate and Rating Data • Performance Data • Features

16. Benefits - Immediate • Strategy - Recognized as high value, first choice by providing: • 7x24x365 availability of information and ordering • Innovative • Enhanced brand perception • Drive efficiencies by providing: • Product repository • Streamlined publication of product catalog • Speed of information to the customer • Establish baseline for further development

17. Initiative Objectives • Brand image • Easy to navigate • Manage content quickly • Easy access to data • Ecommerce Promote an atmosphere for revenue growth

18. Phased Approach • Phase 1 - Implemented Sept 2009 • Static Content • Phase 2 - Launch Q2 2010 • Ecommerce • Phase 3 - 2011 • Additional customer-centric features • Global web presence • Phase 4& Beyond • Differentiators

19. Web Initiative – Delivery Roadmap Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Deliverables – To be Scoped Deliverables – In Scoping • Public Portal • Deliverables – • Technical Info • Dwgs, Adv Tech Specs • Marketing Specs • Visibility Features • Adv Cat Search/List Price • Adv Dist/Svc Shop Locator • Prod X-Ref • Semi-Dynamic Data • (E-business) • Customer Portal • Deliverables – • Inventory-location • Customer Pricing • Order Status • Order Entry • Acct Status Deliverables – To be Scoped • Deliverables – • Static mrktg data • Enhanced graphical imagery consistent with corporate brand • Transfer of content management from IT to Sales & Marketing Newest Generation Web Services Global Web Presence Real-time Data Integration with Back-End Systems (Ecommerce) Static Data – Content Management Software Technical Foundation 2009 2010 2011 Q04 2012 & Beyond

20. Phase 1 – Static Content • The need for content management software • Static content was originally hard coded • Marketing dependent on IT resources to update • Ektron Content Management Software (CMS) • Implemented in 2008 • Marketing independently edits and publishes content • Created foundation for future phases

21. www.aosmithmotors.com - Previous

22. New Site – Live 2008

23. Phase 2 - Public PortalEnhancements www.aosmithmotors.com • Cross Reference • Distributor Shop & Service Shop Locator • Advance Catalog Search

24. Phase 2 - Customer Portal • Customers can login to the Customer Portal to access: • Pricing • Check Inventory • Place an Order • Check Order Status • Track a Shipment • View Order History • View Accounts Receivable Information

25. Advance Catalog Search – Integration • Search from Public Portal or Customer Portal • Customer Portal search includes additional customer-centric information: • Customer part number • Available inventory • Customer’s net price • Ability to add to cart • Integration of: • Public Portal databases (Data Repository) • QAD CSS (Secure customer login) • Ektron (Web – User Interface)

26. Advance Catalog Search – The Integration

27. The Extract/Load Process

28. Critical Factors For Success On time, On budget, Within Scope

29. Phase 3, 4 & Beyond - Future Enhancements • Global online presence • Differentiators • Use the newest generation of web technology

30. Analytics – Public Portal • A 569% increase in hits to the Public Portal in 2010 over same period, 2009 • Leadership inputs: Interactive, Visit Repeatedly • Leadership inputs: Increase internal efficiencies

31. Analytics – Customer Portal • Visits to the Customer Portal since June 21 go-live • As of September 20: • 3,373user logins • 251 orders placed online Leadership inputs: Easy to do Business with AOS, Brings Added Value

32. Analytics – COS Call Volume • Customer feedback …when one of our customers already on-boarded to the customer portal was asked for feedback it was very positive.  The portal has cut his phone calls by50%! Favorite feature is the ability to pull technical data – especially drawings – directly off of the site. …just wanted to relay the positive feedback.  Thanks for all the work on what looks to be a very positive move forward for AOS! Leadership input: Increase internal efficiencies

33. Point Releases • Point release will allow for continuous updates to the web site between major releases • Prioritized parking lot methodology • Schedule is the driver SCOPE Leadership input: Visit repeatedly COST SCHEDULE

34. Dilbert

35. Agenda – Part 2 • Methodology • AOS Passport Process • Project Management • Project phases, project stages, waves • Rigorous project management • Multi-Vendor Reasoning and Approach • CSS versus customized Ecommerce solution • Feature-rich product catalog • Hybrid approach playing on the strengths of multiple vendors

36. Critical Factors For Success

37. Structured System Development Methodology • AOS Passport Process • Developed internally 2008 • Typical system development life cycle methodology • Defined deliverables • Management gate reviews

38. G4 G0 G1 G3 G2 G5 AOS Passport Process - Overview Stage 1: Scoping Stage 2: Design Stage 3: Development Stage 4: Certification Stage 5: Implementation Executive Sponsor • Project prioritization • Stage gate approval • Approve funding Business Customer • Develop funding package • Stage gate approval • Business Analyst • Create business requirements • Create functional design • Create Design stage project plan • Solution Architect • Create high level design • Support • Provide input to high level design Executive Sponsor • Project prioritization • Stage gate approval • Approve funding • Business Customer • Develop funding package • Stage gate approval • Business Analyst • Create Development stage project plan • Solution Architect • Create detailed design Support • Design sustaining support model • Create OLA/SLA Executive Sponsor • Project prioritization • Stage gate approval • Approve funding • Business Customer • Perform user acceptance test • Develop funding package* • Stage gate approval • Business Analyst • Create Certification stage project plan • Solution Architect • Build solution • Perform system acceptance test • Create production support documents • Support • Build sustaining support model* • Executive Sponsor • Stage gate approval • Approve funding • Business Customer • Create work aids • Perform SME training • Develop funding package • Stage gate approval • Business Analyst • Create Implementation stage project plan • Assess readiness • Solution Architect • No activity • Support • Build solution in staging area • Build Go Live support model* • Complete OLA/SLA • Executive Sponsor • Stage gate approval Business Customer • Train end users • Create project evaluation and ROI • Stage gate approval Business Analyst • Perform functional evaluation • Solution Architect • Perform technical evaluation • Support • Perform support evaluation Business requirements created and approved Detailed design created and approved Solution built and tested Solution verified and readiness assessed Solution deployed and evaluated

39. AOS Passport Process - Stage 1 - Scoping

40. Success: High Quality - On Time - Within Budget • Structured Project Management • Executive Sponsor • Business Champion • Web Steering Committee • Core Team • Business Analysts • Right Technical Resources • Passport and Project Management • Monitored by Company Governance Boards • Performance Excellence Process (PEP) • IT Steering Committee

41. Right Deliverables - Right Resources • A. O. Smith Statement of Values • Profitable growth • Innovation • Uncompromising integrity • Imagination, competence, teamwork, diversity • Corporate citizenship

42. Right Deliverables - Right Resources Vendor Analysis Numeric Rating

43. Right Deliverables - Right Resources • Multi-Vendor Approach • AOS Business and IT leadership of the project • CSS know-how • Web skills for a customized public portal • AOS capability to manage content and ongoing support • Supplier Selection • QAD • RCM / Roundview • Thirdware • BravePoint “Supplier Partnership” was key

44. Demonstration • Public Portal • Advanced Catalog Search • Customer Portal • Ecommerce Features • Customer Login • Add Items to Shopping Cart • Check Order Status