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ITB Quality Revolution. SSCI – Waste $ / 2 Cert MOC. NPI – CTQ > 1.33 Cpk. VOC. Develop. Manufacture. Happy Customer. Speed – Acknowledge < 24 Hrs CCRT (CA) * .75 Pain – DPPM * .75 ( Top 12). Upset Customer. Solutions Vital. Industrial. Customers’ Success. to our. Our Vision.

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VOC

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  1. ITB Quality Revolution SSCI – Waste $ / 2 Cert MOC NPI – CTQ > 1.33 Cpk VOC Develop Manufacture Happy Customer Speed – Acknowledge < 24 Hrs CCRT (CA) * .75 Pain – DPPM * .75 ( Top 12) Upset Customer

  2. Solutions Vital Industrial Customers’ Success to our Our Vision The LeadingProviderof How Do We Measure ?

  3. Quality Revolution Focused on Customer CCRT Customer Complaint Response Time DPPM Defective Parts Per Million

  4. Internal Process Measures Business Results Measures Customer Loyalty & Satisfaction Measures Brand Image and Reputation Easy to Find & Buy Products Knowledgeable Employees Number of Products Easy to Use Products Number of Repeat Contacts or Site Visits First Time Problem Resolution Overall Customer Loyalty Customer Revenue Units Purchased Customer Service & Support Number of Hours to Resolve Problem Total Time To Problem Resolution Costs of Serving the Customer Customer Profitability Product Quality and Reliability Purchase & Ownership Costs Efficient Employees Stage 1: Blueprint – (Burke 2006) A blueprint is a custom business model that is built from an Interactive discussion with key internal leaders regarding the key drivers of customer loyalty and revenue generation. Root Cause CA CCRT DPPM

  5. Ask the Customer What's Important AAD Customer Survey

  6. AAD Customer Survey Demographics

  7. AAD Customer Survey – “What’s Important to your Business”

  8. Growth Inspired By Our Customers, Balanced With Operational Excellence Foundation for Growth Quality Revolution

  9. Steady Progress on CCRT & DPPM…but Need to Get Better ITB CCRT I&TB DPPM Special Call-out Area 2 2007 Goal 3600 2007 Goal 14.2 days RM / Supplier Quality Global CFR – Quality Direct in Europe / Canada DOE’s - Focus on Process Improvement CQI – COPQ & DPPM at Plant 14.2 12.4 10.6 8.8 7.0 3600 2825 2050 1275 500 CCRT 2007 2011 2012 2010 2009 2008 DPPM Global CFR – Service Complaints Top 12 - Fix Customer Pain SSCI - PPU MOC – RM & SOS Changes Global CFR – Quality Direct in APAC / LA Market QMS – APAC/BRICP TS & AS

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