customer satisfaction

IBS Business Growth on Services ExcellentBoost the business growth through customer satisfaction and loyalty

Jakarta, May 22th 2012

EKA WINATA Service Automation ManagerServices Operation Department

Service Automation Schneider Electric Indonesia © 2012

Contents

What is customer to us?Why to retain existing customer?How to retain existing customer?How the customer satisfaction and loyalty affect business

growth?What we've done that made difference?Our Achievements on Q1 2012


What is customer to us?

"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.”

- Mahatma Gandhi in a speech in South Africa in 1890 -


What is customer to us?As they are part of our business and we need them in order to grow, it is important to manage our customer whether we choose to acquire new customer to maintain existing customer or to do both.

Acquire?

SCHNEIDER

Maintain

Maintain

Maintain

Maintain

MaintainAcquiring

new customer


Why to retain existing customer?

It was said that it is 6 to 7 number of times more costly to acquire new customer than retain an existing one

After spending so much, could we

construe that they are happy?


Why to retain existing customer?

Many business are so focused on growth and don’t pay necessary attention to existing customer and therefore they loose 10% base each year of their customer to the competitive theft. This means that to achieve 20% of growth the company will need 30% increase in sales

CompanyA

Maintain

Maintain

Maintain

Maintain

Loose

?


A LOYAL CUSTOMER

How to retain existing customer?

Make a difference one customer at a time with our ability to engage and be passionate to deliver our services

What happen if they are satisfied with our services?o They will only call us, no matter whato They consider us more than a business associateo They want us to do well and succeedo They will always recommend uso In fact some of them may be considered fans

Excellent Services


How the customer satisfaction and loyalty affect business growth?

MARKETING

SALES

EXECUTION

Open Opportunity

Building AwarenessAnd Interest

Asses Level andDetails of Pain

AdvertisingInternet

Direct Mail Trade Show

Webinar/Seminar

QuantifyOpportunity

Project

Standard / Poor

Services

I might try the other

I’ve no option So I will stick

with it

Customer



ReduceMarketing and Sales Expenses

Raisethe Margin

BoostCompany’s

Growth

MARKETING

SALES

EXECUTION

Open Opportunity

Building AwarenessAnd Interest

Asses Level andDetails of Pain

AdvertisingInternet

Direct Mail Trade Show

Webinar/Seminar

QuantifyOpportunity

Project+ Opportunity

RaiseThe Opportunity

ExcellentServices

I’m very happy I’ll use their service later

Customer


Yamaha MotorRepeat an order for their compressor management system on plant 2 & 3 after succeeded installing the same system on plan 1

OUR TARGET!!!PetrochinaOur success to deliver load shedding system for Petrochina bring them to repeat RFQ for Yokogawa EMS retrofit to integrate the installed Schneider Load Shedding



What we've done that made difference?

1 . COMMITMENT in team work to deliver "excellence service" for Customer

• When you’re a carpenter making a beautiful chest of drawers, you’re not going to use a piece of plywood on the back, even though it faces the wall

and nobody will ever see it.

• You’ll know it’s there, so you’re going to use a beautiful piece of wood on the back. For you to sleep well at night, the aesthetic, the quality, has to be

carried all the way through.( Steve Jobs )

BCIRFF


2. INVEST Upfront for Specialist Competency required (forecast)

o Christian Jonathan : SeeFox, Historian and SIL3 PLCProject : Chandra Asri (SIL3) , PLN installbased SeeFox

o Denny Yap : Industrial Scada (Clear Scada & Citect) Project : Pelindo2 and SukarnoHatta Airport Clear Scada (proposed)

o Khendy Lim : PLC Legacy Migration, DC-driveProject : Polychem 984 Migration, Suralaya DC Drive

o Mustika Siti Hajarini : ION-e and Power Logic Scada for Energy EfficiencyProject : TalangJimar, INCO & Toyota ION-e for Energy Monitoring.

o Septian Adhi K. : ELAU, Tesys, and Communication ProtocolsProject : Bogasari Monitor Pro migration. Danone & Unilever ELAU

o Maulana Ilham : M2C & Long Term Maitenance Contract Project : Chevron Gunung Salak Maintenance


3. RESOURCEFULLNESS : acquire the missing link knowledge outside the boundary

On going project :

oWonderware interface to Quantum => Nestle Kejayan (287 kEuro)

oSiemens S5 Migration to Quantum => Pusri Project (50 kEuro)

oAllen Bradley Load Shedding => Premier Oil (203 kEuro)

Proposed opportunity :

o Allen Bradley interfacing for Power Monitoring Scada : Nestle Krawang

o Siemens interfacing for Automatic Transfer & Load Shedding : Ceres

Bandung


4. FOCUS the energy on FIFO time delivery and Strategically most Important !

• GET in the Line of Queing ...please OR.....increase our reserve capasity•

• “Success is a little like wrestling a gorilla. You don't quit when you're tired. You quit when the gorilla is tired.” ( Robert Stauss )

•


• IDIBS Target 2012 : 1487 kEuro • YTD achieved April 2012 : 528 kEuro• Total Backlog Invoice : 110 kEuro • Liabilities IDIBS order : 91.2 kEuro ( Sibayak, INCO, Nestle ) • Number of IDIBS Project on going : 13 • Number of non IDIBS contribution : 4 ( Plaza, Pelindo2, INCO, Talang Jimar)• Number of Engineers : 3 + 1• Forecast Opportunity Pipeline (BFO) : ???• CPP-ASC Commissioning to handover : 302 kEuro• Effective Head Count calculation : ???

4. FOCUS the energy on FIFO time delivery and Strategically most Important !


5. Leave the impressive "Foot Print" beneath the customer's memory

Pareto’s (80-20 Rule) principles states “80% of your business sale come from 20% of your loyal clients”

It is common notion that they who are highly satisfied with a products/services will recount their great experience with 5 other people

Meanwhile they who are dissatisfied will complain about their dissatisfaction to 9 people

See Vid


Our Achievement on Q1 2012

Increase in IDIBS sales for the Q1, 290% higher compared to the last year

Make The Most of Your Energy

Thank You

customer satisfaction

Documents

fifo time

pain quantify

retain existing

quantum gt

asses level

maintain maintain

customer satisfaction

made difference