Tried and trusted. An introduction to Exova

Transcription

1 Tried and trusted An introduction to Exova

2 1 A leader in testing, calibrating and advising Exova is one of the world s leading providers of testing, calibration and advisory services Headquartered in the UK and with an international network of laboratories, we help some of the world s most respected companies through the provision of mission-critical services We support our customers to bring new products to market and to ensure that quality is maintained through their production processes and supply chains We also help ensure that major infrastructure projects meet exacting quality and performance standards Our teams of experts and our values of teamwork, innovation, performance and integrity mean that our customers can rely on us to deliver their most technically demanding assignments Our laboratories are connected by industry-leading systems and processes ensuring that we deliver high quality services, on time and at competitive prices As a business which is listed on the Main Market of the London Stock Exchange and which carries numerous external accreditations and approvals, our customers can rest assured that our business has adopted some of the highest standards of governance Our reputation and our people are our brand and we invest continuously to ensure that we remain at the forefront of our industry

3 2 Working safely Group HSEQ policy - Priority item for Management team first point on every Board, Executive and Management Team meeting agenda - Group-wide standards based auditing system covering 24 HSE topics including leadership, management systems and workplace environment Continuous operational improvement programme - 31% improvement in LWDI performance since Standardisation Reviewing what we do now - Improvement Looking at what we can do better going forward ( e.g. learning from proactive and reactive incidents) - HSE Steering Group committed to best practice sharing across regions / business units - HSE strategy and road map setting out the main objectives and targets for the Group and updated regularly FOCUS ON SAFETY IN ALL THAT WE DO Proactive Incident Reports Lost Work Day Incidents

4 3 Supporting your needs KEY CUSTOMER SECTORS KEY TECHNICAL DISCIPLINES Aerospace Polymers and composites Oil & Gas and Industrials Construction Fire and Building Products Add linking graphic to underline how capabilities work to the customer sectors. Corrosion and protection Metal technology Fire Transportation Structures and systems Food and Pharmaceuticals Calibration Environmental Chemistry and microbiology More than 90 years c. 25,000 customers c. 4,500 experts experience 143 laboratories and offices in 32 countries

5 4 Tried and trusted We conducted a range of destructive and non-destructive testing on composite materials to help Airbus and its supply chain bring the A350 to the skies We ensure public safety by delivering fire engineering solutions to mass transit locations including Heathrow Terminal 5 and Ferrari World in Abu Dhabi We undertook a programme of advanced corrosion testing to help Maersk safely extract gas from its North Sea Culzean Field Development Project We provide fire testing programmes for the latest Hitachi Class 800 high speed trains We conducted extensive material and environmental testing programmes on major construction projects including Dubai s Metro System and Burj Khalifa Tower Vestas, the world s leading manufacturer of wind turbines, outsourced its calibration needs to Exova We provide extensive materials testing programmes as part of a Long Term Agreement with SAAB

6 5 A connected world of expertise # 1 No. of Exova laboratories 1 5 Americas Aerospace, Defence, Oil & Gas and Industrials, Fire, Building Products, Certification, Pharma, Environmental, Food, Transportation, Calibration Europe Aerospace, Defence, Oil & Gas and Industrials, Fire, Building Products, Certification, Pharma, Environmental, Food, Transportation, Calibration Rest of World Oil & Gas and Industrials, Construction, Fire, Certification, Environmental, Food Total laboratories and offices: 39 Total laboratories and offices: 79 Total laboratories and offices: 25

7 6 Supporting world-class customers Selected Customers Aerospace Oil & Gas and Industrials Fire and Building Products Transportation Calibration Health Sciences Middle East

8 7 Building long term relationships We build very long term relationships with our clients, essentially becoming an extension of their own production and development processes We understand the importance of delivering accurate results, on time, often to demanding timescales We meet regularly with our clients to ensure we are meeting their needs and investing to meet their future requirements For larger accounts, who often have needs across multiple countries, we appoint Account Managers to act as single points of contact We use Net Promoter Score tracking to benchmark our service performance and facilitate continuous improvement Our Group-wide Customer Management and Lab Performance systems allow us to forecast the demand for our services, keep track of new customer requirements and monitor the quality of delivery in each of our laboratories

9 8 Listening to customers Overview Ranking of NPS against Competitors METHOD NPS (Net Promoter Score ) is based on a method developed by Prof.Fred Reichheld at Bain Consulting and implemented by leading enterprises across the world Customers are asked a key question How likely are you to recommend Exova based on a 10 point scale Customers are also asked a series of short closed and open ended questions to ensure quality service is being delivered consistently Each piece of feedback is shared throughout senior management and lab teams and is used to ensure ISO compliance RESULTS The overall high score tells us that Exova has a large percentage of customers actively promoting the Exova brand and are likely to remain loyal to Exova in the future 100% 90% 80% 70% 60% 50% 40% 30% 52.0% 34.3% 38.2% 35.7% PROMOTER PASSIVE DETRACTOR Base of respondents = 3,000, collected Promoter Passive Detractor Our overall score of +38 is high for a B2B service provider (average results between )* our customers also rate us over 20 points above our competitors We have seen a 4 point improvement in NPS scores in 2014 versus 2013, this means where issues have been spotted we are working to improve customer satisfaction Our reputation and technical expertise are recognised, but it is speed of service and on time delivery that are most important to our customers * Inavero Inc, % 10% 13.7% 0% Exova EXOVA NPS Base = 3, % Competitors COMPETITORS NPS

10 9 Quality assured We follow exacting quality standards that ensure we deliver accurate, reliable results Representative Accreditations We operate in accordance with applicable national and international standards Where appropriate, our laboratories comply with ISO/IEC In addition, we hold EN (ISO/IEC Guide 65) and ISO/IEC for the certification and inspection services we provide Our laboratories are independently audited on a regular basis and hold a wide range of accreditations and customer specific approvals Representative Approvals 65 internationally-recognised standards held 60 customer-specific approvals

11 10 Technical leadership team Corwyn Berger (35 years) 1 Recent Innovations > Thermo-mechanical fatigue testing 1 Dr Natalia Becerra (12 years) 1 Recent Innovations > Ceramic matrix composite testing Polymers and Composites Metal Technology Chemistry and Microbiology Carol Stewart (20 years) 1 Recent Innovations > Meat speciation by PCR > NMR testing of Sodium Heparin Dr Chris Fowler (35 years) 1 Recent Innovations > Longitudinal Full Ring Test > Stress Oriented Hydrogen Induced Cracking Corrosion and Protection Dr Roger Digby Calibration Patrik Persson (20 years) 1 Recent Innovations > Web based calibration platform Dr Janet Murrell (34 years) 1 Recent Innovations > Dedicated Smoke and Toxicity centre of excellence > Fire stopping movement rig Fire Structures and Systems Dr Neil Trigwell (32 years) 1 Recent Innovations > Engineering Critical Assessment methodology > Steel Catenary Riser Fatigue > Vehicle course design, development & mapping Notes 1) Years of experience

12 11 Examples of our technical leadership Dr Chris Fowler, Global Corrosion Director appointed, European Co-ordinator for NACE International s global IMPACT study into corrosion costs and preventative strategies Stuart Bond, Business Development Manager Corrosion, was awarded the Distinguished Service Award by NACE for his contribution to work to combat the impact of corrosion Samina Hussain, Laboratory Manager, Santa Fe Springs, has been closely involved in the development of new United States Pharmacopeia (USP) Elemental Impurities Chapters Corwyn Berger, Global Technical Director for Metals Technology, sits on the Management Committee of Nadcap, the testing standards body for the global aerospace sector Beth Dean, Fire Scientist Warrington, led research which has supported proposed modifications to a new European specification for fire safety in rail seating

13 12 Your tried and trusted partner Proven experience and technical leadership Connected network providing global reach Comprehensive quality management processes Dedicated account management teams Focused on meeting your technical, operational and commercial needs Your tried and trusted partner

14 13 Supporting customers in oil & gas

15 14 Oil & Gas capabilities

16 15 Aerospace

17 16 Transportation

18 17 Building Products and Fire

19 18 Certification Testing Management systems, supply chain, product and personnel schemes which certify that processes and products comply with approved standards and remain fit for purpose. Laboratory based testing of large and small scale specimens of materials and products for use in the construction and furniture industries and site based testing of buildings to ensure compliance with building regulations. Inspection/Assessment Inspection and assessment of products and structures used in the built environment and wider construction industry and the furniture industry. Technical Solutions & Training Specialist and generalist training courses aimed at improving the knowledge and competency of those working in the construction and furniture industries. Sole provider of solutions to TRADA and FIRA

20 19 Pharmaceuticals

21 20 Calibration

22 21 Food safety and integrity

23 22 Middle East

24 23 Environmental