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Repair @ BSH Home Appliances Repair @ BSH Home Appliances LightingEurope Workshop 04 June 2018 Bruno Vermoesen BSH HOME APPLIANCES GROUP Agenda Company overview Repair in development BSH service organization Spare parts availability Key elements of repair Repair information Extraordinary collaborations BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 2 BSH The Company BSH The Company BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 3 Facts and figures for fiscal year 2017 Nr. 1 13.8 Mrd. 61,800 In Europe Euros in Revenue Employees 4.5% 43 Research and Factories Development BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 4 Steady growth up to the record year of 2017 1967 1990 2017 Factories 3 in Germany 13 in Europe 43 worldwide* Employees 14,000 23,000 61,800 at Robert Bosch GmbH and Siemens AG in the home appliance sector Revenue (€ billions) 0.5 3.3 13.8 *As of March 2018 BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 5 Strong presence in all BSH regions St. Petersburg Europe Moscow Kiev Toronto Almaty Çerkezköy Chuzhou Nanjing Irvine New Bern Istanbul LaFollette Casablanca Wuxi Dubai Taipeh Tel Aviv Hong Kong Production locations: Mumbai Cooking Chennai Bangkok Refrigeration/Freezing Kuala Lumpur Singapore Dishwashing Jakarta Washing/Drying Lima Consumer Products Motors, pumps Johannesburg Santiago de Chile Melbourne Auckland Company headquarter Subsidiaries/ Locations BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 6 BSH Region Europe* * The subsidiaries in Latin America and Israel belong to Region Europe Oslo Helsinki Stockholm Ballerup Nauen Berlin Milton Keynes Amsterdam Warsaw Lima Bad Neustadt Lodz Brussels Production locations: Giengen RegensburgPrague Luxembourg Bretten Wroclaw Rzeszów Paris Lipsheim Munich Cooking Dillingen Michalovce Vienna Traunreut Nazarje Budapest Refrigeration/Freezing Geroldswil Dishwashing Zagreb Belgrade Santander Milan Washing/Drying Buchares Vitoria Consumer Products Santiago Huarte Sofia t de Chile Zaragoza Motors, pumps La Esquiroz Cartuja Company headquarter Lisbon Montañana Tel Aviv Athens Subsidiaries/ Locations BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 7 14 strong brands: The entire range of modern home appliances GlobalVision brands Local Hero brandsVision LabelVision brands The BSH Hausgeräte Group is a trademark licensee of Siemens AG and Robert Bosch GmbH for the Siemens and Bosch brands. BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 8 Product categories: Clever home appliances for daily use Cooking Refrigeration and and freezing baking Washing and drying Small Dishwashing home appliances BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 9 Customer service ◼ Around 8,950 customer service employees worldwide, including around 5,000 of our own technicians ◼ Available around the clock ◼ Care line: product consulting over the phone ◼ Free self-help videos on the Internet ◼ Spare parts available for at least ten years ◼ Customer satisfaction studies: BSH customer service rated as “very good” (70%) or “good” (30%) in all countries ◼ Service awards in many markets (e.g. Poland, China, Spain, Germany, United Kingdom) BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 10 Investments in Research and Development at a Record Level 637 570 509 The increased share reflects, among 373 334 other things, the investment in the transformation of analog to digital solutions, e.g. connected home appliances. 3.2% 4.3% 4.0% 4.4% 4.5% 2013 2014 2015 2016 2017 in millions of euros / in % of revenue BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 11 Agenda Company overview Repair in development BSH service organization Spare parts availability Key elements of repair Repair information Extraordinary collaborations BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 12 Repair in development | Overview Service department involvement Phase 3: introduction of service specific requirements Phase 6: all repair topics implemented + approval Phase 8: monitoring and review BSH uses standardized project architecture and components in order to ensure easy repair and reduce the number of different spare parts. Field Experiences with appliances and components flow into the development process of both appliances and components. BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 13 Agenda Company overview Repair in development BSH service organization Spare parts availability Key elements of repair Repair information Extraordinary collaborations BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 14 BSH Service | Around the world TC Technical Center DPC Documentation Pool Center GPC Graphic Pool Center VPC Video Pool Center Headquarters TC Poland DPC TC Spain TC Turkey VPC GPC TC GR TC US TC China TC RAP BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 15 BSH Service | Internal process Parts order BSH Call center Service request Service order Parts delivery Parts take-back Centralized spare part warehouse Service engineer End customer BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 16 BSH Service | Europe ❑ Identical process for the whole of the EU ❑ Exceptions: FR, IT ❑ FR: - small own service - network of authorized repairers ❑ IT: only authorized repairers BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 17 Agenda Company overview Repair in development BSH service organization Spare parts availability Key elements of repair Repair information Extraordinary collaborations BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 19 Spare parts | 10 years availability First 10 years guaranteed Beyond 10 years ❑ No differentiation between functional and Availability dependent from: design parts ❑ Economical factors ❑ Some parts available as “generic part” ❑ Part rotation Model A Model B Model C BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 20 Agenda Company overview Repair in development BSH service organization Spare parts availability Key elements of repair Repair information Extraordinary collaborations BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 21 Authorised repair | Key elements BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 22 End-user “do-it-yourself” repair | No safety relevant repair Dishwasher “mooh”-sound BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 23 Agenda Company overview Repair in development BSH service organization Spare parts availability Key elements of repair Repair information Extraordinary collaborations BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 24 Repair for all | Online presence BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 25 Information for all | Quickfinder online Exploded views Parts list with online ordering possible www.bosch-home.com Freely available on our brand websites www.siemens-home.bsh-group.com BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 26 Information for authorized repairers | Tradeplace Independent trading platform: www.tradeplace.com Multi-brand Yearly license fee Access to all repair information BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 27 Information for authorized repairers | What and how? Disassembly information Exploded views Spare part list Circuit diagram Connection diagram Failure codes Fault diagnosis Service programmes Repair instructions Technical information Videos BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 28 Information for authorized repairers | Training Classroom training Technical assistance BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 29 Agenda Company overview Repair in development BSH service organization Spare parts availability Key elements of repair Repair information Extraordinary collaborations BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 30 Collaboration with re-use sector | SOFIE in Belgium 60 to 80 pieces/month CF SDA 100% LHH Waste appliances ~20%(*) Scrapped ~80%(*) (*) From normal scrap collection: ~5% sold ~95% scrapped Sold Preparation for re-use BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 31 Collaboration with re-use sector | Belgium BSH-Belgium http://www.res- http://www.komosie.be/ko/home_10.aspx sources.be/ http://www.dekringwinkel.be/kw/home_1.aspx More than 50 shops… More than 125 shops… They all get access to all repair information through Tradeplace in collaboration with Recupel BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 32 Thank you! Bruno Vermoesen [email protected] BSH HOME APPLIANCES GROUP Repair @ BSH Home Appliances | CTE-TM | 04 June 2018 | Slide: 33.
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