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Customer Service. June 2018

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(1)Customer Service June 2018.

(2) Core values "We aim at all times to fulfil our responsibility to society in general and to the environment.". "Our independence enables us to take decisions rapidly and autonomously.". "We devote all our efforts to best performance.". "We aim to maintain our consistency and trustworthiness for many years to come.". "We work systematically to keep one step ahead.". 2. "We greatly appreciate the degree to which our employees identify with their company." 04/07/2018.

(3) Vision. Liebherr is known worldwide as the standard of refrigeration.. 3. 04/07/2018.

(4) Mission We give top priority to customer satisfaction. We want customers to appreciate our brand‘s core characteristics: outstanding quality, timeless design and technological innovation. With this objective in mind, we work unceasingly on developing and manufacturing refrigerators and freezers that satisfy domestic and commercial users‘ highest standards and offer them genuine value for money. Our fast and reliable customer-service is also geared to clients‘ needs.. 4. 04/07/2018.

(5) Customer Service. Worldwide Plants and Sales Branches Sales and Customer Service Branches Importer, Distributor Service Provider. LRU LGB. LHG. LCA. LWL LEX. LHM. LMS LUS LHI. LKL LAK LSI. LBR LAF. 5. 04/07/2018.

(6) Customer Service. Network DE. AT. BG. IN. MY. SP WKD. SP WKD. SP WKD. SP. SP WKD. LHG. LWL. LHM. LHI. CS. CS. CS. CS. LAK CS. LKL. Plants and Sales Branches Sales and Customer Service Branches Importer, Distributor. CS. SP= Service Partner/ Service Contractor WKD= Repair workshop/ Liebherr Technician. Customer Service LEX CS. LRU LAF. LGB. CS. LSI CS. LUS LMS. LCA. LBR. CS. CS Importer. SP. SP. Service / SP. EMEA*. ZA. UK. Importer. Importer. SP. SP. APAC*. VC. SP. RU. SP. CA. SP. Distributor. NCSA*. *Note: APAC - Asia Pacific / EMEA - Europe, Middle East and Africa / NCSA - North Central South America. 6. 04/07/2018. SP. BR.

(7) Customer Service Thomas Antl Head of Customer Service. Jacqueline Petermann Assistant. Klaus Heinz Regional Manager NCSA. Martin Stumpp Regional Manager APAC. Jörg Habermann Regional Manager Europe. Klaus Throner Project Manager IT- CS. Dominik Roser Project Manager Digitalization. 7. Control, Coordination, Support:  Service coordination (NCSA, APAC, Europe)  Service documentation  Spare parts coordination  Participation in R&D projects  Customer complaint management  IT- Projects for service  Management of service processes  Contact partner, support of all customer services for all companies  Digitalization projects 04/07/2018.

(8) Customer Service Service structure Plants, Liebherr technician Importer with service provider without own technicians Service contractor. Source: Annual Report 2017 HAU Division Liebherr International AG (Version 2017). 8. 04/07/2018.

(9) Liebherr-Hausgeräte Ochsenhausen GmbH. 9. 04/07/2018.

(10) Liebherr-Hausgeräte Ochsenhausen GmbH. Customer Service Germany. Andreas Löchle-Schmid Head of Customer Service Germany. Ralf Wiedmann Team Manager Technical Support. Philipp Assfalg Team Manager Spare Parts. 10.        . Spare parts management, warehouse Field service and repair workshop Field service inspector Technical support Service documents Technician training Customer complaints Sales support 04/07/2018.

(11) Liebherr-Hausgeräte Ochsenhausen GmbH. Customer Service Germany Service structure Germany 140 Service contractors (VKD) and dealers approx. 850 (HKD) with service contract Own field service technicians and repair workshop (WKD) KDA (warranty claims)-shares per service provider 2%4%. 94%. HKD. 11. VKD. WKD. 04/07/2018.

(12) Liebherr-Hausgeräte Lienz GmbH. 12. 04/07/2018.

(13) Liebherr-Hausgeräte Lienz GmbH. Customer Service Austria Manfred Klocker Head of Customer Service Austria. Joachim Bachmann Team Manager Technical Support/ Service Documentation. Stefan Frinder Team Manager Spare Parts Sales/ Administration/ Spare Parts Warehouse. Arno Buchsbaum Team Manager Field Service and Repair Workshop. 13.        . Spare parts management Spare parts warehouse Field service and repair workshop Technical support Service documents Technician training Customer complaints Sales support 04/07/2018.

(14) Liebherr-Hausgeräte Lienz GmbH. Customer Service Austria Service structure Austria 6 Service contractors (VKD) Ca. 80 dealers (HKD) with service contract 9 Own field service technicians and repair workshop (WKD) KDA (warranty claims)-shares per service provider 1% 23%. 76%. HKD. 14. VKD. WKD. 04/07/2018.

(15) Liebherr-Hausgeräte Marica GmbH. 15. 04/07/2018.

(16) Liebherr-Hausgeräte Marica GmbH. Customer Service S.E.-Europe Bulgaria / Macedonia / Albania / Kosovo. Vladislav Geshev Head of Customer Service Bulgaria/Macedonia/Albania. Borislav Ralev Team Manager Technical Support. Stoyan Tanev Team Manager Spare Parts. 16.        . Spare parts management Spare parts warehouse Field service and repair workshop Technical support Service documents Technician training Customer complaints Sales support 04/07/2018.

(17) Liebherr-Hausgeräte Marica GmbH. Customer Service S.E. Europe Bulgaria / Macedonia / Albania / Kosovo Service structure Bulgaria 21 Service contractors (VKD) Own field service technicians and repair workshop (WKD). KDA (warranty claims)-shares per service provider. 46%. VKD 54%. 17. WKD. 04/07/2018.

(18) Liebherr Appliances Kluang SDN. BHD.. 18. 04/07/2018.

(19) Liebherr Appliances Kluang SDN. BHD.. Customer Service Malaysia (plant). Chia Choo Wong Head of Customer Service Malaysia.       19. Spare parts management Spare parts warehouse Technical support Service documents Technician training Customer complaints 04/07/2018.

(20) Liebherr Appliances India Private Limited. 20. 04/07/2018.

(21) Liebherr Appliances India Private Limited. Customer Service India. Vijay Bhandari Head of Customer Service India.      21. Spare parts management Spare parts warehouse Technical support Technician training Customer complaints 04/07/2018.

(22) Liebherr Appliances India Private Limited. Customer Service India Service structure India Service contractors VKD) Delhi. Ahmedabad. VKD Location Aurangabad Location Mumbai. Hyderabad Bengaluru. Chennai Kochi. 100%. 22. 04/07/2018.

(23) Liebherr Export AG. 23. 04/07/2018.

(24) Liebherr Export AG. Customer Service Europe / Middle East / Africa (EMEA). Manfred Rüd Head of Customer Service EMEA.      24. Spare parts support Technical support Training importers Customer complaints Support of new companies LAF and LGB 04/07/2018.

(25) Liebherr Export AG. Customer Service Europe / Middle East / Africa (EMEA) Service structure Importers with service partners Service contractors. Appliances sales EMEA 2017 Europe CIS - countries 3% Asia Middle East Europe South / East Europe 13%. South/ Eastern Europe 46%. 1% North America 3% South America 1%. Central Europe 29%. Western / North Europe 4%. 25. 04/07/2018.

(26) Liebherr-Russland OOO. 26. 04/07/2018.

(27) Liebherr-Russland OOO. Customer Service Russia. Dmitrij Gorobtschuk Head of Customer Service Russia.        27. Spare parts management Spare parts warehouse Technical support Service documents Technician training Customer complaints Sales support 04/07/2018.

(28) Liebherr-Russland OOO. Customer Service Russia Service structure Russia 71 Service contractors Importers with service partners Sales Spread per region Russia 2017. 28. 04/07/2018.

(29) Liebherr-Singapore Pte Ltd. 29. 04/07/2018.

(30) Liebherr-Singapore Pte Ltd. Customer Service Asia – Pacific (APAC). Manfred Tan Head of Customer Service APAC (without India, Malaysia).       30. Spare parts management Technical support Training importers Customer complaints Translation service documents Certification 04/07/2018.

(31) Liebherr-Singapore Pte Ltd. Customer Service Asia – Pacific (APAC) Service structure Importers Service contractors Appliance sales APAC 2017. Australia 16%. Asia 84%. 31. 04/07/2018.

(32) Liebherr Appliances Kluang Sdn Bhd. 32. 04/07/2018.

(33) Liebherr Appliances Kluang Sdn Bhd. Customer Service Malaysia. Chia Choo Wong Leitung Customer Service LKL.        33. Spare parts management Spare parts warehouse Field service and repair workshop Technical support Technician training Customer complaint Sales support 04/07/2018.

(34) Liebherr Appliances Kluang Sdn Bhd. Customer Service Malaysia Service structure Importer 21 Service contractors 1 Service technician. 34. 04/07/2018.

(35) Liebherr USA, Co.. 35. 04/07/2018.

(36) Liebherr Canada, Ltd.. 36. 04/07/2018.

(37) Liebherr Brasil Ltda.. 37. 04/07/2018.

(38) Customer Service North-/ Central-/ South- America (NCSA). Luis McCarthy Head of Customer Service LUS / LCA / LBR.  Technical support for service providers, dealers and endcustomers  Field service representative  Support for spare parts service providers  Technician training  Certification  Sales support 38. 04/07/2018.

(39) Customer Service North-/ Central-/ South- America (NCSA) Service structure NCSA Importers Service contractors Appliance sales NSCA 2017 Peru Rep. 17%. Mexico 1%. LCA. LUS. United States of America 47%. Chile Rep. 17%. LBR. Canada 18%. 39. 04/07/2018.

(40) Liebherr - Great Britain Ltd. 40. 04/07/2018.

(41) Liebherr - Great Britain Ltd. Customer Service Great Britain. Geraldine Barrett Head of Customer Service Great Britain.       41. Spare parts management Spare parts warehouse Technical support Technician training Customer complaints Sales support 04/07/2018.

(42) Liebherr - Great Britain Ltd. Customer Service Great Britain Service structure Great Britain Importers 63 Service contractors (VKD). VKD. 100%. 42. 04/07/2018.

(43) Liebherr-Africa Pty. Ltd.. 43. 04/07/2018.

(44) Liebherr-Africa Pty. Ltd.. Customer Service South Africa Service structure South Africa Service contractors (VKD). VKD. 100%. 44.      . Spare parts management Spare parts warehouse Technical support Customer complaints Technician training Sales support 04/07/2018.

(45) Key performance indicator Hotline availability. Fixed first visit Customer satisfaction. MTTR Mean time to repair TAT service visit Warranty costs. Service quality. Good will CKD Report Quantity of spare parts delivery TAT Spare parts order complete Spare parts SCR 45. 04/07/2018.

(46) Service information. Process. Service information. Customer contact. Service department creates service documentation. Verification and approval process for service documentation. SI. FD Information to service department about recurring complaints. Evaluation of solution by service department. Further documentation. Service department distributes service documentation. RA Information process to quality department via QAS-REK. 46. Quality and R&D departments search for solution. Contact with customer and application of solution. Repair instruction. 04/07/2018.

(47) Service and Training Manuals Start development project. Service department participates in development project. Annual author meetings. Verification and approval process. Creation of service documentation. Service department distributes service documentation. SV. Training presentation. MP. Module presentation. SM. Service manual. Accompanying training measures. Clarification of repair processes / methods Cost efficiency. Planning service documentation. 47. Check requirements for service friendliness. Guideline for development projects. Diagnosis friendliness Repair friendliness. 04/07/2018.

(48) Training Train the Trainer Liebherr. Train the Trainer Service partner. Train the Technician. LGB. LRU LHG. LCA. LWL LEX LHM. LMS. LUS. LHI. LKL LAK LSI. Plants and Sales Branches Sales and Service Branches. LBR LAF. Importer, Distributor Service Provider. 48. 04/07/2018.

(49) Service Software 1. Specification requirements from the CS departments Targets: Standardization where possible, localization where necessary. 2. Realisation Rough concept. Coordination with the specialist IT department (feasibility, safety, expenditure). Make or buy. Realisation In accordance with the scrum principle. 3. Implementation Software solution whilst taking local requirements into consideration. 49. 04/07/2018.

(50) Digitalisation Service Tools • Remote Support. • On-site-Service. Analysis of appliance data to figure out problems and to change settings. Diagnosis and update of special appliances via service interface. Support digital solutions Contact person and coordinating position for all customer service departments with digital problems. Business model Being part in the development process of business models and implementing digital business models.. 50. 04.07.2018.

(51) Customer Complaints Process Problem in field. Information to customer service dept.. J. ?.  Failure accumulation  Significant-single failure  Safety risk. Enter into QAS. Check efficiency measures. QMPlant. Priority, Deadline, Task. Specialist dept.. Documentation in QAS and CN. Check service solution. Solution finding Production / Service. Creation service information. Distribution to service partners Solution in the field. 51. 04/07/2018.

(52) Control of non-conforming appliances (external). Rework action in the field. Defective appliances field *without LH-storage. Call in for kick-off meeting by-Coordinator. Content kick-off: • • • a) Coordinator plant (O/ L/ M/ K) • Spare parts. Tasks: •. Tech. Support. Information to all stakeholders Problem presentation Definition responsible person a. Contact partner plant (O/L/M/K) b. Regional coordinator(s) Approximate time schedule. • •. Tasks:. Coordinator spare parts logistics Coordination service solution and documentation Arrange and train the rework teams. • • • • •. PL/ MD/ EK…. Documentation effort rework action. 52. b) Regional CS-Manager. Realization planning Train the rework team Realization rework action (incl. Documentation) Collecting feedback Provide final report. Documentation Rework Action. 04/07/2018.

(53) Spare parts management Spare Parts Requirements. Order Importer. Manuel data entry. FTP. LIPARTS ERP. Allocation to plant (O, L, M, K). Processing in responsible spare parts warehouse LHG. LWL. LHM. LAK. LKL. LRU. LGB. LBR. LAF. LHI. Spare parts supply LIEBHERR internal. Invoice the responsible LH company. Shipment 53. * Without NCSA processing by a service provider. 04/07/2018.

(54) LiParts Spare Parts Order System. . Login. LIPARTS. Data interchange. http://service.lhg.liebherr.com. LIEBHERR ERPHERR Shipment. 54. LIEBHERR ERP. ERP. 04/07/2018.

(55) Service Guideline Service organis ation KPI. Training. Tool Sets. Environment & Employee Protection. Spare Parts. Audits. Digitalisation. Target: Ensure a level of service 55. 04/07/2018.

(56)

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