The Manager’s Toolkit
March 2017
[Talking Points are available in the “Notes” section]
Confidential Property of Schneider Electric
The Manager’s Toolkit
Get the most out of this comprehensive and ready-to-use PowerPoint presentation.
1
1. Chose the subjects that you wish to
share during your next team
meeting.
2
Confidential Property of Schneider Electric | Page 2
2. Use the Talking points to present
the subject and answer potential
questions.
The Manager’s Toolkit –
March 2017
"We have to orient everything we do
towards customers" said Jean-Pascal
Tricoire, our Chairman and CEO
Confidential Property of Schneider Electric | Page 3
1
Customer Knowledge
2
Customer Satisfaction & Quality Dashboard
3
Customer Satisfaction 2017 Priorities
4
Competition Update
5
Monthly Highlight: 2017 Hero Offers
6
Company Program updates
7
Well-Being lab
8
Your Learning Tip
Customer Satisfaction & Quality
Confidential Property of Schneider Electric | Page 4
Customer Satisfaction starts with… Customer knowledge
We are sincerely pleased to introduce you
The Consumer
to Clara, Edgar, Mike, Fabio and Simon,
our dear Customers.
EDGAR
The Electrician
Make their PERSONA portraits part of
your projects, meetings, internal events
The Machine Builder
Then share your experience with us
Click on the links below:
The Facility Manager
1. Get the personas posters
2. Read the personas program Guide
SIMON
The System Integrator
Confidential Property of Schneider Electric | Page 5
3. Ask questions on Spice Social: #Personas
Customer Satisfaction Dashboard – YTD February 2017
Customer Experience Customer 2017: H2 = H1 +1pt
NPS*
end-to-end
NA
Listen, explore
Select, inquire, consult
Digital tools
Website NSS
Support
Customer Care
Center NSS
Get quote, contract
Project Execution
Solutions NPS
30 %
67 %
64 %
 4.3 %
 68.8 %
 55.6 %
Services NPS
(Group)
66.8 %
 66.7 %
Services NPS
(Strategic Accounts)
2017 goal
Xxx
Performance Xxx
67.3 %
 68.8 %
Get delivered, install
Delivery
On-Time Delivery at
Customer door
95.8 %
 94.8 %
Back Order Lines
> 14 days
4280 lines
 6382 lines**
Operate, maintain
Offer Use
Offer Quality
275 ppm ambition
 225 ppm
Critical Supplies
Robustness
929 parts
 95 parts
Delivery
Complaint Rate
1793 ppm
 2166 ppm
*2017 H1= new baseline
Confidential Property of Schneider Electric | Page 6
**monthly average
Strategic 2017: H2 = H1 +2pt
Accounts
NPS*
NA
Stay connected, optimize
Complaint Mgt
Business Risk
Escalation
16 days
 11.9 days
Technical Expert
assessment NSS
48 %
 44.4 %
Customer Satisfaction 2017 Priorities
Improve Web and Digital tools
• Allow Customer to go easily and efficiently
on Web looking for products and info
• Develop configurators to support the
selection of products and systems
• Propose some specific web/tools for
Partners
Enhance our Sales interaction
• Improve Customer data base quality (bFO)
and Sales interaction through a solid
Platforming
• Animate the Customer Satisfaction
Improvements Plans through the Customer
Experience Council
Confidential Property of Schneider Electric | Page 7
Provide high-level technical support
Improve our Delivery rate
• Provide efficient and fast technical support
- Through Customer Care Center
- Through Field Experts
• Maintain the effort on lead time, focusing
on 2nd commitment date and back order
lines (BOL)
• Develop a high and continuous sense of
reactiveness and agility
• Improve the Delivery experience
(transportation, packaging ..)
• Always drive Customer plans with
accountability and empowerment
• Proactively communicate any change on
lead time and re-scheduling
Maintain Premium Offer Quality
Focus on Strategic Accounts / OEMs
• Improve the Offer Creation Process, focusing
on Voice of Customers and Mission Profile
• Enhance robustness in design and
Manufacturing
• Manage and control the Quality of our critical
Supplies
• Through the VIP program, provide to
Strategic Accounts our best level of
Service on all touch points
• Always put VIP accounts as TOP Priority
Competition Update
Confidential Property of Schneider Electric | Page 8
Executive Summary YE 2016: Low to negative growth environment continues
Legrand, Siemens drives both org. growth and margin expansion; Honeywell Building Technologies posts strong organic growth driven by
execution of large project backlog, while Emerson continue to struggle dragged by its automation divisions
Actual Growth1
Profitability1,2
Organic Growth1
JCI
42%
Honeywell (HBT*)
Legrand
-0.6%
-2.2%
-2.7%
-3.5%
-4.3%
-4.7%
-7.3%
-11.0%
16%
Honeywell
4.0%
Omron (est3)
3.3%
JCI
4.3%
Siemens
Eaton
Mitsubishi
Rockwell
Omron
ABB
1.8%
Mitsubishi (est3)
1.6%
-0.9%
1.0%
=S=
-1.0%
ABB
-1.1%
Eaton
-2.3%
-10.0%
2.1%
Legrand
Siemens
=S=
Emerson
(HBT*)
Rockwell
Emerson
yoy
Legrand
Rockwell
Eaton
Honeywell
(HBT)
=S=
Emerson4
(Excl. Net. Power)
Omron
ABB 5
JCI
Siemens6
Mitsubishi
18.6%
17.4%
14.4%
14.2%
14.1%
14.0%
13.9%
11.0%
10.1%
7.8%
6.5%
+0.2 pts
-1.1 pts
+1.1 pts
-0.8 pts
+0.4 pts
-1.9 pts
-0.1 pts
+0.5 pts
+1.1 pts
+0.5 pts
-1.5 pts
Financial performance highlights
•ABB* sales -1% org. dragged by its automation divisions; orders declined (-5% org.) mainly dragged by Process Automation division (-18% org.); Margin +0.5pts on
PG turnaround
•Emerson* sales -10% org., dragged by Automation Divisions; Margin down 1.9pts on volume deleverage
•Siemens* sales +1% org. on strong growth in Buildings (+3.2%), Digital Factory (+2.5%) as well as Energy Manag. (+2.4%) divns. but offset by steep decline in
Process (-3.8%)
•Honeywell* BT +4% org. driven by strength in Distribution and Building Solutions biz, and China, India and Americas; Process Sol. was +4% org. as Q4 (-1%)
declined vs. 9M (~+7%)
Key Competitor strategic moves:
ABB retained his Power Grid;
Emerson underwent major portfolio repositioning with big ticket acquisitions (Pentair Valves & Controls) as well as divestments (Network Power, Motors, Drives);
Legrand completed 8th bolt-on, acquired ~€173mn sales; Siemens to acquire Mentor Graphics (Software) to boost its PLM offerings
Monthly Highlight: 2017 Hero Offers
Confidential Property of Schneider Electric | Page 10
Our Hero Offers in 2017 by Business
Winning Launches approach to prioritized launches
Hero Offers
EcoStruxure Hero Offers
Building & IT
Building
IT
Masterpact MTZ
PowerTag
Galaxy VX
Connected
Smart-UPS
PowerPact B &
Compact NSXm
Smart Panel
StruxureOn
Air
Economizer
EcoStruxure Building
Management*
NEO Network
Hyperpod
EcoStruxure Data
Center Management*
Micro Data Centre
Xpress
EcoStruxure Power
Management*
APMaaS
Easypact EXE
Altivar Process
Prometheus
Easergy T300
SM6
Modicon
M580
Wonderware Online
EcoStruxure
ADMS
Premset
Industry Solutions
*includes all offers under the domain
• Hero Offers
• Global priority offers that are
must-win for the company
• Elevated globally with dedicated
resources
• Key differentiators in the
market that are critical
components of EcoStruxureTM
architectures
• EcoStruxure Hero
Offers
Industry
Energy
Ensuring Winning
Launches to unlock
€1bn potential
revenue:
• Offers playing a strategic role
through the lens of the
EcoStruxure architectures
Useful links:
• Access the launch books on the
Winning Launches Community
• Learn more on EcoStruxure
• Read the dedicated news
Our Company program Schneider Is On
Confidential Property of Schneider Electric | Page 12
Taking Schneider Is On to the next level in 2017
In 2017 Schneider Is On is evolving to adapt for our customer’s needs.
Schneider Is On evolution in 2017
Company Program available assets:
The Do More initiative is now structured around the following programs:
1. Strategic Growth Priorities
2. Sales & Marketing Transformation
3. Tailored Supply Chain 2.0
•
Executive Leaders commitments
•
Updated structure of our Company Program
Jean-Pascal Tricoire describes Do More in the Look
On.
•
Overview Video
•
Schneider Is On site
•
2016 Schneider Is On scorecard
The Simplify initiative consists of the programs:
1. I Simplify
2. Consistent Project Execution
Emmanuel Babeau shares his insights on Simplify
in the Real Talk.
• Strategic Growth Priorities
• Sales & Marketing
Transformation
• Tailored Supply Chain 2.0
• Digital Customer
Experience
• Connected Offers
• Growth by Innovation
• Sustainability
• Step Up
• I Simplify
• Consistent Project
Execution
Quick Tips
Confidential Property of Schneider Electric | Page 14
Well-being
* : Stezzano case study
Effective e-mail. Italy
In Stezzano, Italy the team have implemented some guidelines on how to
effectively manage emails helping them to manage more effectively the way
they send and receive email every day at work. The team developed 6 rules
that have been shared with employees, in offices and meeting rooms.
1. Send less e-mail
2. Limit the use of cc
> View the ID Card
3. Summarize the message in the title
> Watch the video
4. Write a short and clear message
5. Pay attention to attachments
6. Don’t check your inbox too many times during the day
What would our Effective E-mail Golden Rules be?
Your Learning Tip
Learning is the way to grow and stay ahead of competitors.
3E in action helps you to make the most of the learning opportunity about our
customers, offers and markets on March 29.
Education
•
•
•
Select the most relevant topic and attend, together with your team;
Lead a short discussion afterwards.
Find out more details here.
Experience
•
Set up a learning ritual to invite a speaker from another part of the business for
the first 10-15 minutes of every team meeting you lead.
Exposure:
• Offer to mentor someone in a different team/department, or facilitate a short training
activity in Learning Week 2017.
Confidential Property of Schneider Electric | Page 16