Frank Bunge, Leica Microsystems presenation at Aftermarket 2012

Customer Excellence in ServiceIntelligent use of Remote Technologies

keeping highly complex automated systems operational for an improved customer experience

Copenhagen, October 2012

Size & Sales

Leica Microsystems GroupMajor Global Player in Microscopy and Pathology Diagnostics

Organization

Sales: > $ 1.3 bnAssociates: > 4,500

2 independent OpCos13 production plantsSales Offices in 20 countries

Leica Microsystems

IndustryLife Science Medical

Leica Microsystems Company Profile 2012 - For internal use only

Material Research Centres,Scientific Institutions, Schools,

Universities, Forensic LabsHospitals

Life Science ResearchLaboratories & Universities

Imaging Solutions for Research & Clinical Specimen Preparation for Imaging at NanoscalePremium Surgical Microscopes Routine Clinical MicroscopyStereo and Compound Microscopes for Material, Geosciences + Forensic

Total Solutions for Histopathology Laboratories and Research Sample Preparation

Leica Biosystems

Total Histology – instruments, consumables and reagents for the entire workflowSingle source for all histopathology needsDiagnostic confidence with strong track recordFocused on Lean Histology™ for highly efficient laboratory workflowsInnovative Screening and Picking Technology based on optical imaging

Advanced Staining Systems

Advanced Staining Reagents

Core Histology Consumables

Core Histology Systems

Clinical &Virtual Microscopy

Leica Microsystems Company Profile 2012 - For internal use only

RemoteCare at Leica Microsystems

No Service Tool „corporate product”

What has been achieved + „Visions”

Internal challenges + externalobstacles

Pro-active downtime avoidance + predictable service

Win

-Win

forc

usto

mer

+ Le

ica

Leica clients expect and require uptime

Business Analysis:50% of technical + applications problems can be addressed remotely

Bench Mark outcome:70% of unscheduled downtime can be avoided

Problem Statement

Embedding & Sectioning

TissueProcessing

H&EStaining

Advanced Staining

CoverSlipping

Imaging

products

PathologyWorkflow

• expectations• Issues• Ideas

VOC

• What do others do

Benchmark

• Costs• Benefits

Business Plan

• ‚Do-it-yourself‘ vs. MarkedSolution

Make or buyEntscheidung

• Tailor madecustomizing

• KPIs

Stand. SW + enhancements

Project Management

The principle

Equipment “talk”…

… we listen!

Bi-directionalEquipment basedKPIs

•Temperature•Pressure•Power•Cycles•Fill level• ....

Business rules foralertsHistorical dataFDA compliance

Customer Values

Protect imaging facility 24/7 Provide remote, continuous oversight of critical systems Maintain instruments in optimal condition Detect problems before they occur + quickly remove delays.

Peace of Mind Continual instrument monitoring around the clock

Security The protection customer expect

Productivity Optimize equipment uptime

Support On demand. Online. On-site.

Leica RemoteCare secure research outcomes

Leica Values

Optimised product quality

improved service productivity

• Service productivity• Operations inventory• Quality information• R&D APD• Sales revenue• All Reliability

Part of “Leica Solution”

Available for all

computerized equipment

FoC part of all service contracts

Included in the Factory Warranty, if equipped

accordingly

Strategic Positioning and Strategy

Systems: ~2000

Unscheduled repairs - 500

Uptime+ 500 Tage

First Time Fix + 10%

Time to Repair- 20%

PPM - x%

Delighted customers

success 2010 2012

Opportunities

Opportunities: „Leica Current State“

Best practise

Leica RemoteCare: Maturity curve evolution

Highly dependent upon Internal R&D development (BACKEND)

Highly dependent upon platform integrators &

developers (FRONTEND)

Intelligent data acquired for R&D – fuel the innovation cyclePredictive maintenance for increased field productivity – optimize field resourcesCustomer satisfaction – response time, reduced downtime, predictability & increased up-time

Sales & marketing portal – real time data of your customer baseCustomer portal – added value by giving customer resources to manage their instruments more productivelyService portal – real time internal infrastructure for communication across departments “chatter”

Project Management Resources

Marketing Material

Mindset IT “White-Paper”

Challenges + Obstacles

… to be avoided/ ensured

Frank Bunge, Leica Microsystems presenation at Aftermarket 2012

Business

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