Daadkrachtige sympathieke perfectionist.

� Peter B. J. Tip

� Fokkeboom 47

� 1319 BH Almere

� Geboren: 6 maart 1965 te

Enschede

� Mobiel: 06- 414 29 491

� e-mail: tip_almere@hotmail.com

Business unit manager Wilo

� Day to day internal service business, calculation & billing.

� Product management cold water pumps.

� Cscc – Warranty – Returns – Field serv. – Preventive serv. – Adm. – General.

� Planned visits existing and new key accounts.

� Sales plan service and actions using score cards.

� Sales plan Coldwater pumps and markets.

� Operational development plan and project.

� Operational development automation (navision)

� Change for the better project.

� Service controlling towards Wilo group standards.

� Project manager navision development, field service and web portal

� Service consultant Uk & other Wilo subs..

� Manage team of 11FTE

� Member MT.– Cscc – customer support competence centre.

Verkoop doelstellingen OVERTREFFEN door zowel assortiment als ook goede operationele voorwaarden te scheppen conform klant behoefte.

� Stronger sales through matching operations to customer needs.

� Management Methods and documents tools with objectives.

� Strategy – transparency - quality -efficient – continues improvement -benchmarking.

� Visualize a business field landscape with primary and secondary processes within service.

� Each process is a button. Pushed it opens and shows,

� Work flows

� Key Performance Indicator

� Employee involvement

� Quality analyses

� Workload

� Swot

� Improvement actions

Business unit manager Wilo

� January 2008 – Today

� Common Primary Business Fields for service:

* Re-active: Cscc - Spares – Warranty – Corrective operations* Pro- active: Preventive operations–Adm.– Organisation.

Developing pro-active service sales organisations through:

* Process analyses & process map* Operational development warranty & return goods flows* Operational development calculation, dispatch & field service development* Automation development* Sales plan objectives revenue within install base coldwater segment* Product management coldwater pumps.* Service sales strategy new markets* Cscc – Customer support competence centre..

Business unit manager Wilo

Preventive Services:- Projects- Consulting and Sales- Maintenance

Operational Services:- Field Service- In-house repair- Commissioning- Spare parts + - replacement pumps

% of total sales

2007 2008 2009 2010

2,5 %

5,2 %

7,5 %

9,5 %

Service management

Customer Satisfaction

strategy

Field of

Work

Process

Value

Employee

Satisfaction

Local

Management

� Process Roadmap

� Core Business

� Cross-Border Coordination

� All Brands Concept

� Development of Potential Business

� Process Ownership

� Process Description

� Success Confirmation, KPI´s

� Standard Controlling

� Profitable

� Job Description

� Introduction Program

� Personal Development

� Knowledge Transfer

� Appraisal Talks

� Performance-Related Pay

� Tools, Equipment

� Health, Safety

� Service Management Skills: Project-, Process-, Methods-, TQM-, Social, Sales Competence

� Matrix Organisation approach

� Standard Country Presentation

� Recruitment

� QA Management

• Happy calls, survey• Performance Monitoring

References

� Werner Pacha Dortmund, 26.10.2010

� Vice President Group ServiceWILO SE

� Germany

� Reference Peter Tip

Peter Tip started January 2008 as Service Manager at WILO Netherlands.

Due to his comprehensive knowledge in terms of process- and quality management skills he was the right candidate for the nationwide service development.

The Group Service philosophy with its process orientated organizational model POSO (Process Orientated Service Organization) was implemented and developed straight away. The customer requirements are the basis for the definition of internal processes.

A process roadmap was designed and core figures for each process have been defined with the nominated process owners out of his developed team.

The current service country presentation which includes status and future potential is showing an impressive development.

The Netherlands is the fifth country we have been able to launch this kind of business model. One deciding condition is the employment of a good local management as we managed in the Netherlands with Peter Tip.

Peter is also supporting Group Service (in charge for the development of >40 subsidiaries) in Germany with his knowledge. Currently he initiated and participates in an IT–team to develop a group wide Service IT-Support-Standard based on the defined processes.

I am responsible till 31st of October 2010 as Vice President for Group Service.

Contact: Werner Pacha, Germany +49 173 704 72 94, wernerpacha@aol.com

Werner Pacha

References

� “Peter is a hard and continuous worker. He is very creative and very focused on his targets. He developed Service Business in the NL to a new and very efficient stage. Under his control, the Service TO in the NL increased heavily. And by the way, he is a nice guy too ;O)).”

� Peter Glauner, Director, WILO SEworked with Peter at Wilo

� “I worked with Peter for nearly 2 years in implementing and improving IT Service issues at WILO Netherlands. I´ve recognized Peter as a professional, friendly and humorous person with many ideas to make processes more business related and applicable. Also the relationship to his staff has been professional but also with a big "human" factor.

It has ALWAYS been a pleasure to work with him.”

� Jörg Stockbauer, IT Coordinator, WILO AGworked directly with Peter at Wilo