WATERS GLOBAL SERVICES CUSTOMER FOCUS/OPERATIONAL EXCELLENCE PROGRAM

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1 WATERS GLOBAL SERVICES CUSTOMER FOCUS/OPERATIONAL EXCELLENCE PROGRAM Juan Vicente Marí Service Manager España y Portugal juan_vicente_mari@waters.com 2012 Waters Corporation 1

2 Excelencia en el Servicio Waters Corporation 3

3 Nuestras métricas Customer Focus 2012 Waters Corporation 4

4 Métricas externas: Encuesta CustomerSAT 2012 Waters Corporation 5

5 Encuesta CustomerSAT 2012 Waters Corporation 6

6 Análisis de la encuesta 2012 Waters Corporation 7

7 Análisis de la encuesta 2012 Waters Corporation 8

8 Métricas Internas 2012 Waters Corporation 9

9 irequest Reporte de incidencias 24h/7días con irequest Soporte telefónico dedicado Expert Center especializado Aceso remoto para diagnósticos 2012 Waters Corporation 10

10 Programas de Mantenimiento 2012 Waters Corporation 11

11 Programas de Mantenimiento Plan de Protección Básica Coste reducido Coste reducido Plan de Mantenimiento Plan de Riesgo Preventivo Compartido Garantía de rendimiento óptimo Máximo rendimiento. Coste compartido Plan de Protección Total Máximo Rendimiento. Todo incluido Soporte telefónico.. Prioritario. Prioritario. Prioritario. Prioritario Diagnóstico Remoto. Vía Opcional Opcional Opcional internet Asistencia Asistencia In In Situ Situ.. Prioritario Prioritario. Prioritario Prioritario. Prioritario Prioritario.. Prioritario Prioritario Mantenimiento Mantenimiento preventivo preventivo Waters Quality Parts. Excepto material Kit de mantenimiento Kit de mantenimiento Waters Quality Parts sin. Excepto material Kit de mantenimiento Kit de mantenimiento fungible (sujeto preventivo (PM) preventivo (PM). coste adicional fungible (sujeto a preventivo (PM) preventivo (PM). desgaste) Descuento del 50% en las desgaste) Descuento del 50% en las actuaciones de tipo actuaciones de tipo correctivo correctivo Desplazamiento mano de Reparaciones in situ. Visita de mantenimiento Visita de mantenimiento obra Desplazamiento y mano Reparaciones Excepto para la in sustitución situ. preventivo Visita de mantenimiento preventivo. Visita de mantenimiento de obra sin coste adicional Excepto de material para fungible la sustitución preventivo Descuento preventivo. del 50% en las de (sujeto material desgaste) fungible actuaciones Descuento del de 50% tipo en las (sujeto a desgaste) correctivo actuaciones de tipo correctivo Actualizaciones de firmware Actualizaciones gratuitas de Visita firmware de Mantenimiento gratuitas Opcional Opcional Opcional preventivo Visita de Mantenimiento adicional y Opcional Opcional Opcional limpieza preventivo de adicional la fuente y de iones limpieza de la fuente de Descuento iones en las actualizaciones Descuento en las de software actualizaciones de Descuento software en cursos de formación Descuento para en cursos usuarios de Gestión formación de para activos usuarios Opcional Opcional Opcional Opcional 2012 Waters Corporation 12

12 Waters Quality Parts & HW Upgrades Waters Quality Parts garantizan la mayor calidad y el mejor rendimiento 2012 Waters Corporation 13

13 Quality Parts 2012 Waters Corporation 14

14 Waters Educational Services Formación Personalizada y con la Mayor Calidad 2012 Waters Corporation 16

15 Waters Self Packed elearning Courses Registration, Enrollment Process Waters.com/Training Registro del cliente mediante la Web con el numero de pedido El cliente recibe login para ser activado en 24h Registro del curso 90 días de acceso al e- curso para un usuario 72 Horas para poder cancelarlo User Account Management Realización del e-curso El cliente recibe el Certificcado via e mail Expira el acceso después de 90 días de forma automática 2012 Waters Corporation 17

16 2012 Waters Corporation 18

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