AI TCS LAS

Best Practices

22 September 2016
I.Honorato

Existing principles from US (DW) as reference!

Content

1.
Vision & Capabilities

2.
Principles

2 22 September 2016 AI LAS TCS Overview by I.Honorato

Content

1.
Vision & Capabilities

2.
Principles

3 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS
Vision

“A team of applications experts aligned with the business to support existing customers and
drive growth opportunities through differentiated products and services”

Deliver total innovative solutions through products and services

Data driven experts in applications that create a real value for

customers

Driven by best pratices & projetc management tools

4 22 September 2016 AI LAS TCS Overview by I.Honorato

TCS Capabilities
Surrounding Our Customers with Technical “Customer” Service

• High Level Project Management

• Product Recommendations Project
• New Product Introductions Management
• Audits, Trials, Troubleshooting
• Data Collection Product & Market
Knowledge
CAPRIS
ADP
• Training
• Complaint Handling
Customer
• Remote Expertise
• Lab Projects
• Prototypes
Market
• Product/Equipment Validation Applications
Engineering Specialist
• Equipment Program Management Applications
Expertise

5 22 September 2016 AI LAS TCS Overview by I.Honorato

Content

1.
Vision & Capabilities

2.
Principles

6 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS Best Practices
Where does the TCS role starts?

It starts with you

• We all do things differently
 When do you get involved?
Our general proposal
• When is the trail?
• Who is the customer and what are we testing?
A methodical approach
• The same steps to achieve the objective
• Appropriated tools

7 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS Best Practices
Principles

1 2 3 4

NewNewInternal Product
Product Market Research & Plant Assessment Pre-Trial Audit
Introduction
introduction Internal Customer Introduction

5 6 7 8

Demonstration/Trial Commercial Offer Implementation Customer Follow-up

8 22 September 2016 AI LAS TCS Overview by I.Honorato

 1
AI TCS LAS Best Practices
Principles
1 New Internal Product Introduction
• Internal presentation to sales New Internal Product
Introduction
• Principles of the concept
• Principles of the sale
• Equipment
 How does it work
 Customer requirements
• Customer Presentation
• Tools

P&D and PLM Partnership

9 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS Best Practices
Principles
2 Market Research and Customer Introduction
• Customer Presentation given
 Does the customer acknowledge the benefits
• Customer interest and trial agreed
 Generally perceived as TCS start
• Trial samples

Sales and MKT Partnership

10 22 September 2016 AI LAS TCS Overview by I.Honorato

 3
AI TCS LAS Best Practices LAS TCS - Pre Trial Plan

Principles Date
Customer
Location
xx/xx/xxxx
WS Plastic
Wenner Von Siemens, 555, Lapa, São Paulo - Brazil
Contatct Person Dias, João (Engineering) / Gomes, Paulo ( Process)
TCS Silva, Antonio
Date Of Plan Review xx/xx/xxxx
3 Plant Assessment Proposed Trial Date
Trial Purpose
xx/xx/xxxx
Demonstrate xxxxxx utilizing xxxxxxx technology on your XXX laminator versus
ABC Adhesives.
1) Most important- Lower cost in use for adhesive which will ultimately impact

•
WS Palstic around $...

Customer Audit form Customer Needs

Assessment
2) Secondary need- Maintain or increase target line speeds on UV coated litho
to sustain target throughput. Do not want to slow down or make adjustments to
compensate for adhesive shortcomings. Plant Assessment
3) Turn-key operation of xxxx technology. Had previously bad experience

 Customer test specification

trying to implement an xxxxx foamer which caused more downtime than uptime.

1) Current application amounts are 10 lbs/MSF on the XXX Laminator. This

is based on utilizing our foamer’s totalizer and running your current ABC
adhesive unfoamed through our unit. This equates to $4/msf.

 Photos
2) Currently have to reduce speed from target of 500-550 fpm to 280-300 fpm
when running UV coated litho. Current production costs are ~$3.76/msf.
Baseline Measurables
3) Previous foaming experience with xxxx caused WS Plastic Laminations
significant down time and frustration as the unit would not keep up with their
capacity. On a typical production day, with the xxxx not operating, WS Plastic
Laminations would see an estimated $XX/day loss due to increased consumption

 Notes
and maintenance time.
Hard Savings
1) By foaming the adhesive at a target 25% or higher we will reduce
application rates of xx-xx lbs/msf. Based on an annual consumption of XX MM
lbs of adhesive, foaming has the opportunity to reduce your adhesive

•
consumption by xxxxx lbs/yr. Additionally, this may reduce your cost/msf due

Trial date agreed

to adhesives by $x/msf.
2) Increasing the line speeds on the WS Plastic Laminator from xxx fpm to
xxx fpm for the UV coated jobs, represents a potential xx% improvement of
Deliverables
throughput through your plant. Also, by running faster, we will reduce your

 Samples required
production costs on UV coated jobs by an estimate of $X/msf as jobs will be
running faster at the same machine burden.
3) Henkel´s system is a total package including the adhesive, equipment and
service expertise for both. Having local support allows us to respond quickly to
any issues that you may have and sustain the mileage advantage of foaming.

•
Soft Savings: Improved layflat, and faster set speed.

Customer support 1. Silva, Antonio to confirm w/ Gomes, Paulo of WS Plastic that xxxx
adhesive has arrived by ....
2. Silva, Antonio and Gomes, Paulo to set-up foamer on XX/XX
- We will need 480V, 3P, 60 hz power.

•
- Consistent 90-100 psi air supply.

Information exchange between TCS & Sales

- Associated piping will be sent to D.L.’s attn.
Trial Plan & Logistics 3. Demo will start on xx/xx at XAM
4. Will run on b-flute to 80lb litho jobs for following three days, followed
by 1 day running with the current ABC Adhesive.

 More information required?

5. Final boards will be tested by QC for adhesion offline and after 24 h

6. We will review the results at the end of each day, with cumulative
results provided on Monday XX/XX
If the product XXXXXXX meets the requirements outlined in the deliverables
Customer Agreement
section, our next step will be to evaluate a longer, 14 tote run starting Monday
for next step
XX/XX
Souza, Marina (Owner)
Key Contact / decision Alves, Carlos (Buyer)

Sales and Customer Partnership

maker approval Dias, João (Engineering)
Gomes, Paulo (Process)
Notes Any other relevant information

11 22 September 2016 AI LAS TCS Overview by I.Honorato

 4
AI TCS LAS Best Practices LAS TCS - Pre Trial Plan

Principles Date
Customer
Location
xx/xx/xxxx
WS Plastic
Wenner Von Siemens, 555, Lapa, São Paulo - Brazil
Contatct Person Dias, João (Engineering) / Gomes, Paulo ( Process)
TCS Silva, Antonio

4 Pre-trial Audit Date Of Plan Review

Proposed Trial Date
Trial Purpose
xx/xx/xxxx
xx/xx/xxxx
Demonstrate xxxxxx utilizing xxxxxxx technology on your XXX laminator versus

• Customer visit day before trial

ABC Adhesives.
1) Most important- Lower cost in use for adhesive which will ultimately impact
WS Palstic around $...
2) Secondary need- Maintain or increase target line speeds on UV coated litho
Customer Needs to sustain target throughput. Do not want to slow down or make adjustments to
Assessment
Pre-Trial Audit
 Lead by PTP
compensate for adhesive shortcomings.
3) Turn-key operation of xxxx technology. Had previously bad experience
trying to implement an xxxxx foamer which caused more downtime than uptime.

1) Current application amounts are 10 lbs/MSF on the XXX Laminator. This

is based on utilizing our foamer’s totalizer and running your current ABC

 Product on site
adhesive unfoamed through our unit. This equates to $4/msf.
2) Currently have to reduce speed from target of 500-550 fpm to 280-300 fpm
when running UV coated litho. Current production costs are ~$3.76/msf.
Baseline Measurables
3) Previous foaming experience with xxxx caused WS Plastic Laminations

 Equipment site with all connections & needs

significant down time and frustration as the unit would not keep up with their
capacity. On a typical production day, with the xxxx not operating, WS Plastic
Laminations would see an estimated $XX/day loss due to increased consumption
and maintenance time.
Hard Savings

 Check machine
1) By foaming the adhesive at a target 25% or higher we will reduce
application rates of xx-xx lbs/msf. Based on an annual consumption of XX MM
lbs of adhesive, foaming has the opportunity to reduce your adhesive
consumption by xxxxx lbs/yr. Additionally, this may reduce your cost/msf due
to adhesives by $x/msf.

 Do we have all the data

2) Increasing the line speeds on the WS Plastic Laminator from xxx fpm to
xxx fpm for the UV coated jobs, represents a potential xx% improvement of
Deliverables
throughput through your plant. Also, by running faster, we will reduce your
production costs on UV coated jobs by an estimate of $X/msf as jobs will be
running faster at the same machine burden.

• What is expected of the customer

3) Henkel´s system is a total package including the adhesive, equipment and
service expertise for both. Having local support allows us to respond quickly to
any issues that you may have and sustain the mileage advantage of foaming.

Soft Savings: Improved layflat, and faster set speed.

 Site support is available

1. Silva, Antonio to confirm w/ Gomes, Paulo of WS Plastic that xxxx
adhesive has arrived by ....
2. Silva, Antonio and Gomes, Paulo to set-up foamer on XX/XX
- We will need 480V, 3P, 60 hz power.
- Consistent 90-100 psi air supply.

 Assistance to connect to their machine

Trial Plan & Logistics
- Associated piping will be sent to D.L.’s attn.
3. Demo will start on xx/xx at XAM
4. Will run on b-flute to 80lb litho jobs for following three days, followed
by 1 day running with the current ABC Adhesive.
5. Final boards will be tested by QC for adhesion offline and after 24 h

6. We will review the results at the end of each day, with cumulative
results provided on Monday XX/XX
If the product XXXXXXX meets the requirements outlined in the deliverables
Customer Agreement
section, our next step will be to evaluate a longer, 14 tote run starting Monday
for next step
XX/XX
Souza, Marina (Owner)
Key Contact / decision Alves, Carlos (Buyer)
maker approval Dias, João (Engineering)
Gomes, Paulo (Process)
Notes Any other relevant information

12 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS Best Practices
Principles
5 Demonstration / Trial
• Installation
 Ensure correctly working
• First trial run
 Original setup & Log data
• Optimize machine settings
 Log new data with customer permission
• Customer verification
• Trial samples
• Standard trial report to Sales & Customer
• Customer Training

13 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS Best Practices
Principles
6 Commercial Offer
• Generally conducted by sales
 Business plan
 ROI
 1 pager
 Quote
• Value Proposition
 Capture all Henkel & Customer benefits during the demonstration / trial
process
 Demonstrate the real value of product supporting sales force boosting our
profitability (e.g. consumption, machinability, safety, etc)

14 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS Best Practices
Principles

7 Implementation
• Process conditions
 Lead by technical audit
 Customer participation (engineering,
processing, etc )
• Customer Training
 Operators manual and others
• Customer sign-off

15 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS Best Practices
Principles
8 Customer follow-up
• Satisfaction through…
 Preventive Visits: keep and leverage the existing business identifying new opportunities.
Technical audit to mitigate further process inconvenient related with our
technologies. Customer relationship maintenance
 Project Visits: follow the main projects taking the appropriate actions speeding up the
project closing process
 Corrective Visits: take actions to solve existing inconvenient. Corrective visits must be avoided
by Preventive visits
 Technical Report & Audit
 Internal support: TCS laboratory (specialists & equipment & services) and Henkel facilities
 Training

16 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS Best Practices
How do we improve?

• In front of the customer

 Be prepared (customer knowledge, CAPRIS, equipment, etc)
 Be aligned with business strategy
 Use the same tools (reports, forms)

• Within Henkel
 Share best practice examples (Forms, reports, calculators and presentations)
 Keep all stakeholders on board

17 22 September 2016 AI LAS TCS Overview by I.Honorato

AI LAS TCS Best Practices
Alignment & Execution

Priorities Support
• Global Strategy Initiatives (KSI) • ADP & Innovation
• Segment Projects • KAM
• Customer Targets • Value Delivery & Qualification
• Equipment
• Quality & Complaints
Execution
• 90 Day Plan Sustaining Values
• Pre Trial Plan • Customers Drives
• Post Trial Validation • Henkel Expertise
• Service Innovation • Total Process Approach
• Customer Support • Win – Win Solutions
• Customer Satisfaction • New Busienss
• Training • Profit Improvement
• Customer Retention
Leveraging Best Practices in our Execution

18 22 September 2016 AI LAS TCS Overview by I.Honorato

AI TCS LAS Best Practices
Sustaining Value Generates Sales & Margin
Increase Productivity
Reduce Waste
Adhesive Optimizatiton
Enable new material
01.Customer Drive

People
Bring to the customer a real competitive 06.Lower Cost in 02.Henkel Expertise Deliver Technology & Solution
advantage doing more & better with less! Use Know-how
New Business
Profit
Improvement
Customer
Retention
Foster relationship at local and
03.Total Process corporate sites
Overcome all customers expectations! 05.Performance
Approach Manage multiple stakeholders
Industry Presence

04.Win- Win
Solution
Best Offer & Best Solution!
Value Delivery & Quantification

19 22 September 2016 AI LAS TCS Overview by I.Honorato

Thank you!