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Distributor Feedback Session

2008 Channel Partner Meeting. Distributor Feedback Session. Oliver F. Bischof TSI - Aachen. Particle Instrument CP’s EUMEA, Thessaloniki - August 24, 2008. Objective. TSI Particle Instruments is dedicated to building quality products and relationships

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Distributor Feedback Session

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  1. 2008 Channel Partner Meeting Distributor Feedback Session Oliver F. Bischof TSI - Aachen Particle Instrument CP’s EUMEA, Thessaloniki - August 24, 2008

  2. Objective • TSI Particle Instruments is dedicated to building quality products and relationships • Asked you to take this survey so we can learn “How are we doing?” from your perspective • Value relationship with our distributors and your feedback is important to us • “Takes the pulse” and shows our current capacities to achieve TSI’s mission and goals • Helps to make improvements where necessary

  3. (1) Participation • Thank you for taking time to compete surveys! • Fully realize that deadline only 12 days after message was sent was difficult for most of you during main summer vacation time • Following 7 distributors in EUMEA have completed it • Danalytic ApS Thu, 8/7 • Labtronic Mon, 8/11 • Luchsinger Tue, 8/19 • Meteo-Tech Ltd. Thu, 8/21 • Alava Ingenieros Thu, 8/21 • J.J. BOS B.V. Thu, 8/21 • AMS Laboratory Technologies Thu, 8/21

  4. (2) TSI Products Purchased • Other • AeroSizer & AeroFlow • Fluid Mechanics products • MacroIMS • Mass flowmeters • Dustrak • OPC's (through other TSI rep in country)

  5. (3) Rate Instruments Purchased • Comments • Sometimes better specs than required • Can make customers buy from competition • Quality & spec’s fine but lately repetitive problems (EEPS, WCPC) • Too much breakage after short time of use • Value / price: Customers pay any price if instrument does job • Sometimes want lower priced versions (luckily no competition on research side – but for industrial application)

  6. (4) (5) Product Gaps • (5) Any other companies that currently offer them? • Many. PM still EU standard, and will be for >2 decades • Grimm is offering such OPC’s • There are companies that offer such particle-in-liquid instruments in Israeli market • (4) What new products and services would you like to see TSI offer? • Products for mass related (PM) measurements • Multi-channel OPC for long-term use • Particle analysis in liquid phase • Rheology of particles • Spanish manuals, marketing material data base • Faster service and cheaper on-site service

  7. (6) Rate Experience w/ TSI Service • Comments on turnaround times • Vary, on average good but there are exceptions • Customers always want systems back faster then we do • 3 month to service a CPC is too much (if only calibration) • Were much better when service was at Aachen (response to service questions was better too) • Too long to get accurate answers from service dept. in U.S. • Customers consider costs for service too high

  8. (7) Delivery Expect. New Products • What delivery expectations do you or your customers have for new products (calendar days)? • 14 to 28 days: 1x (depending on product) • 21 to 28 days: 2x • 30 to 40 days: 2x (for “bigger” instruments) • 42 to 56 days: 2x (depending on product)  Numerical average is 28 to 39 days

  9. (8) Number of Shipments • Average number of shipments you receive from TSI each month? • 1 (2x) • 3 (1x) • 4 (1x) • 8 to 12, including all TSI product lines (1x) • Also see comments under (9)

  10. (9) Meeting Delivery Expectations • Comments • Usually delivery takes long but TSI reaches what promised • A late few shipments - and if so they are badly late • Sometimes late and sometimes roughly on time • Got worse since CP’s started ordering at TSI UK • Of smaller instruments fine; of large systems not acceptable • Appalling results • Changed from one of best companies to one of worst • “Will bring detailed information collected by ISO9001 system”

  11. (10) Experienced Any Order Entry Issues? • During past six months • Yes (57%) • No (43%) • Resolved? • Yes • Yes • No, not really • (11) What Issues? • Price of Dacron Screen in TSI’s system higher than in price list • Received instrument I did not order • Do not get • Order confirmations (2x) • Any information on estimated delivery and when I do, they are wrong or totally unacceptable

  12. (12) Ease of Doing Business With TSI? • Comments • Not much flexibility (3) • Specifically: warranty extensions for lower price, availability of demo units • Lack of information about reliable delivery times • Prices and conditions have been changed without notice • Key persons are hard to reach • Overall things are working out, but not as smooth as before • TSI demand to get detailed information on opportunities uses up lot of our resources

  13. (13) Rate Experience With TSI Technical Support • Comments • Technical support is very good • Sent list of recent problems with CPC series (both water and butanol); most have been answered but not all off them • Some answers took several months • Speed of response: sometimes delayed • Realize people can be pressed & do several things at same time

  14. (14) Repair Service and Calibration • What delivery expectations do you or your customers have (specify in calendar days)? • 7 days • 7 to 14 days, although longer acceptable for big units • 14 to 21 days • 14 to 28 days • 21 days  Numerical average is 13 to 18 days

  15. (15) What Competitors Are Biggest Threat To You and TSI? • Comments • Grimm (due to price), but have not lost much to them at all • *Manufacture e.g. new dual and multi-channel OPC’s (PMx mass concentration) & gravimetric samplers for atmospheric PMx • None, products unique

  16. (16) How Is Business With TSI Compared To Other Companies? • Comments • Reduce admin work for CP's and focus on offering support • Updates contact persons list • More available marketing info online (through a CP portal) • Service situation was very good when service was at Aachen • Many problems after moving to TSI UK

  17. (17) How Satisfied Are You With TSI Overall? • Satisfied: 5x • Very Satisfied: 1x • Comments • It is a small step to “very satisfied”, but at the same time so far away...

  18. (18) Feedback for TSI to Build & Deliver Better Products or Services • Wide product range; should be “consolidated” for CP’s • Testing before actual product release is crucial • Use partners, do not just test inside TSI • Quality of products OK, cannot see what can be improved • Service lacks at moment, can only hope it changes soon • Should return to what TSI did couple of years ago and did very, very well • Focus on sales support, providing reliable (delivery) information and stick to it

  19. Any Comments?

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