Knorr-Bremse received the 2017 Frost & Sullivan Customer Value Leadership Award for the European commercial vehicle parts and service aftermarket. Knorr-Bremse provides high quality parts at competitive prices, supports technicians through training programs, and offers services that enhance value for partners. Its focus on customers, innovative new products, and brand leadership contribute to growth in the commercial vehicle components industry.

1. 2017 European CommercialVehicle Parts
and Service Aftermarket
CustomerValue Leadership Award

2. BEST PRACTICES RESEARCH
© Frost & Sullivan 2017 2 “We Accelerate Growth”
Contents
Background and Company Performance ........................................................................3
Industry Challenges..............................................................................................3
Customer Impact and Business Impact ...................................................................3
Conclusion...........................................................................................................6
Significance of Customer Value Leadership ....................................................................7
Understanding Customer Value Leadership....................................................................7
Key Benchmarking Criteria ....................................................................................8
Best Practice Award Analysis for Knorr-Bremse ..............................................................8
Decision Support Scorecard ...................................................................................8
Customer Impact .................................................................................................9
Business Impact...................................................................................................9
Decision Support Matrix ......................................................................................10
The Intersection between 360-Degree Research and Best Practices Awards.....................11
Research Methodology ........................................................................................11
About Frost & Sullivan ..............................................................................................11

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Background and Company Performance
Industry Challenges
The key challenge in the commercial vehicle (CV) aftermarket is the ability to reduce the
fleet’s total cost of ownership by offering competitively priced high quality parts. Fleets
demand products that are highly durable, reliable, always available, and price competitive.
Selection of supplier from the fleet’s perspective largely depends on the company’s brand
image and portfolio diversification. Providing original equipment manufacturer (OEM)-
quality parts and services across multiple categories that are backed by a competitive
warranty is one of the key challenges for CV aftermarket suppliers.
Euro6 emission regulations are driving technological advancements in chassis and
powertrain systems, and these include increased electronic and electro-mechanical
content. This has made it difficult for aftermarket manufacturers to produce products of
acceptable quality standards. The industry must confront emerging issues regarding
access to technical knowledge and technician training or it will not be able to take
advantage of emerging growth opportunities.
With CVs lasting longer than ever, almost all truck dealerships are struggling to increase
their share of the maintenance and repair aftermarket after the vehicle moves out of
warranty. CV parts suppliers that depend on dealerships to sell and distribute their
products are also struggling to increase market share.
For older vehicles, remanufacturing faces a significant challenge from rebuild/used (not
remanufactured) parts, as they carry a 6 to 12 month warranty in most cases. The
rebuild/used parts industry is becoming more robust with significant industry consolidation
that focuses on the expansion of offerings.
Customer Impact and Business Impact
Price/Performance Value
CV parts from Knorr-Bremse are available at various price and performance levels to help aftermarket
distributors and OES dealers that want to develop a tiered pricing menu, similar to what many
independent service shops offer consumers genuine new service products for young vehicles, genuine
remanufactured EconX products for the repair of older vehicles, and service parts for vehicles in all
stages of operation. This is an important element of the company’s customer value leadership because
fleets tend to select high-quality products but considering pricing based on vehicles` residual-value.
Customer Purchase Experience
Knorr-Bremse’s products carry the same original equipment (OE) fit-form-function specs for both
original equipment service (OES) channel and independent aftermarket (IAM) customers and have the
same warranty coverage. This speaks volumes about the company’s product quality offerings for all its
customers.

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Knorr-Bremse consistently invests in research and development (R&D) to provide an extensive line of
both service new and remanufactured products for the aftermarket. The product portfolio consists of
products within the segments brake systems and powertrain. Knorr-Bremse introduces new products
every year that meet customer requirements for the latest parts entering the aftermarket.
One of the recent introductions in the new parts category was the Electronic Air Control (EAC2.5) with
an integrated electronic parking brake. With no pneumatic handbrake valve and no piping or fittings to
accommodate, vehicle manufacturers enjoy greater freedom when designing the cockpit, quite apart
from the weight and cost savings this brings to the system as a whole. The Electronic Parking Brake
offers the driver numerous safety and comfort functions, such as automatic activation and release of the
parking brake.
Another new product introduced is the Air Disc Brake ST7for trailers. With its two pistons the ST7 is the
lightest of its kind on the market. Design changes introduced by the engineers at Knorr-Bremse have
made it ten per cent lighter than its predecessors – saving the operator money by reducing the trailer’s
unladen weight and cutting fuel consumption.
Knorr-Bremse’s next product launch Clutch Servo Longlife. The primary focus of the Clutch Servo
Longlife unit is on a massive increase in the service life of the product. This new servo unit is capable of
four million actuation cycles – twice as many as comparable products in the market. This 100 percent
increase in service life is achieved mainly through a new sealing concept that achieves better separation
of the two transmission media, compressed air and hydraulic fluid. is capable of up to 4 million actuation
cycles, which is almost twice that of competing products. This massive increase in service life is achieved
through a new sealing concept that better separates the 2 transmission media (compressed air and
hydraulic fluid). The Clutch Servo Longlife products will be available for all truck makes starting within
2017. This is an example of the company’s portfolio diversification strategy.
Knorr-Bremse has led the field in air drying and filtering for more than 20 years. Building on its
experience in this field and its expertise in air treatment and powertrain systems, the company is now
expanding its filter portfolio to cover a full range of products. From 2017 onwards, the company will be
able to supply air, oil, fuel and interior filters for virtually all truck and bus applications.
In the remanufactured category, EconX® is the product brand used for the remanufactured product line
at Knorr-Bremse, the company recently introduced electronic clutch actuators and brake calipers for
trucks, buses and trailers. As a cost-effective, environmentally-friendly option for repairing older
vehicles, remanufactured products are an important element in the Knorr-Bremse portfolio. Knorr-
Bremse’s experience as an original equipment manufacturer means it is familiar with the precise
technical requirements for each part and is able to adhere to the highest quality standards throughout
the entire remanufacturing process, from initial selection to final completion. Customers can rely on
Knorr-Bremse remanufactured products to cover the same range of functions as the original product
and to have a life expectancy appropriate for the age of the vehicle concerned based on a special
remanufacturing process that refers to the standards set for the OE products. This is a testament to the
company’s superior OE quality image and makes customers feel safe when using Knorr-Bremse’s
remanufactured products.
Knorr-Bremse also has one of the lowest turnaround times in delivering parts in the CV industry due to a
smart logistics strategy. High availability is ensured by an intelligent stocking policy within the route to
market based on product demand frequency in close alignment with the distributor partners. Knorr-

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Bremse operates 6 Aftermarket distribution centers across Germany (2), UK (1), Russia (1), Hungary (1)
and Spain (1) to deliver fast to all customers around Europe.
Knorr-Bremse offers special overnight delivery for emergency parts to its customer base if ordered via
the company’s business-to-business (B2B) online portal. Only the company’s customers can order parts
online using this portal.
These factors show that Knorr-Bremse offers tremendous flexibility to its customer base, ensuring cost-
effective and swift delivery for different volumes of purchases. This contributes to a high customer
value.
Customer Service Experience
Knorr-Bremse has a comprehensive partner network for distributors and workshops for which various
supporting services are offered. To become a Knorr-Bremse partner various prerequisites have to be
fulfilled to ensure high-quality service to the end-customer. By offering training courses, technical
hotline, comprehensive technical documentation as well as special tooling and diagnostics, Knorr-
Bremse supports its partners to serve their customers best.
In 2016 Knorr-Bremse announced that the partner program will also be revised and re-branded to
TruckServices Expert Network. Not only will the requirements be standardized, also regular audits will
ensure that the quality of the partners´ services meet the high requirements of the market. This is a
further step towards an even better customer service experience.
In 2013, together with Bosch and ZF, Knorr-Bremse initiated the joint venture workshop concept
Alltrucks Truck & Trailer Service, offering commercial vehicle workshops a wide range of repair and
maintenance services for light to heavy commercial vehicles including trailers and semi-trailers – across
all brands. These services include multi-brand vehicle diagnostics, technical hotline, customized training
courses, technical information, 24/7 service, marketing support and professional quality management.
The network is currently comprised of nearly 300 workshops in 11 countries across Europe, continuously
growing in numbers and expanding its portfolio by adding new cooperation programs and fleet services.
Knorr-Bremse is one of the first to launch an integrated multi-brand telematics retrofit package for
trucks, trailers and buses into the aftermarket, called TruckServices ProFleet Connect. Its key benefits
include:
•It offers real-time driver monitoring and performance management
•It provides Proof of Delivery functionality enabling fleets to collect real-time information about
deliveries and to manage consignments including documentation with photographic evidence of the
condition of the freight
•It includes the addresses of Alltrucks and Knorr-Bremse certified workshops to support required
service activities
This package will be introduced in Germany, Austria and Switzerland within 2017, further European
countries to follow from 2018 onwards.
All these factors contribute to the significantly enhanced value for Knorr-Bremse’s value chain partners.

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Brand Equity
Knorr-Bremse is recognized as an OE brand in the aftermarket, which carries significant equity when
compared to the offerings of non-OE suppliers. Consumers know that Knorr-Bremse supplies a wide
range of factory parts to various truck, bus and trailer makers, and that these original components are
generally of higher specifications than comparable replacement parts sold in the IAM.
Knorr-Bremse, being an important OE supplier, is one of the biggest suppliers within the CV aftermarket
for both new and remanufactured parts. By continuous portfolio extension both organically and non-
organically the coverage will further increase significantly.
Since mid-2016 Knorr-Bremse bundles its aftermarket expertise for the entire route to market under the
new brand TruckServices.
To enhance the company’s brand image and to test its products under racing conditions, Knorr-Bremse
sponsored Jochen Hahn at the European Truck Race Championship since 2003, who has won the event
multiple times. This partnership has been extended with the new aftermarket brand Knorr-Bremse
TruckServices and will last, at least, until 2018.
All these factors significantly enhance brand equity, which contributes to increased customer value.
Growth Potential
Through its robust R&D efforts, Knorr-Bremse has expanded its product line by periodically introducing
technologically advanced new products in categories such as brakes, powertrains and remanufactured
parts. Currently, Knorr-Bremse’s CV product portfolio (both new and remanufactured) experiences
growth in most categories, which demonstrates the company’s strength in R&D capabilities in line with
its outstanding genuine quality standards.
Knorr-Bremse’s approach for its aftermarket telematics retrofit package in combination with its strong
partner network will also contribute to its growth in future.
Knorr-Bremse has exclusively focused on making its aftermarket customer (distributor) base and OES or
truck dealer channel base competitive in delivering CV parts at OEM specs and offering superior OE
quality service. These initiatives have helped the company grow its IAM and OES customer base.
Conclusion
Knorr-Bremse TruckServices has earned the 2017 Frost & Sullivan Customer Value
Leadership Award for its focused customer value enhancement strategies, which include:
• Offering highly valued and innovative products at competitive prices, supported by
quick delivery
• Its comprehensive training and certification program for aftermarket repair
technicians
• Its brand leadership that supports the growth of the CV components industry
For its strong overall performance, Knorr-Bremse TruckServices has earned Frost &
Sullivan’s 2017 Customer Value Leadership Award.

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Significance of Customer Value Leadership
Ultimately, growth in any organization depends upon customers purchasing from a
company and then making the decision to return time and again. Delighting customers is,
therefore, the cornerstone of any successful growth strategy. To achieve these dual goals
(growth and customer delight), an organization must be best-in-class in three key areas:
understanding demand, nurturing the brand, and differentiating from the competition.
Understanding Customer Value Leadership
Customer Value Leadership is defined and measured by two macro-level categories:
Customer Impact and Business Impact. These two sides work together to make customers
feel valued and confident in their products’ quality and long shelf life. This dual
satisfaction translates into repeat purchases and a high lifetime of customer value.

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Key Benchmarking Criteria
For the Customer Value Leadership Award, Frost & Sullivan analysts independently
evaluated two key factors—Customer Impact and Business Impact—according to the
criteria identified below.
Customer Impact
Criterion 1: Price/Performance Value
Criterion 2: Customer Purchase Experience
Criterion 3: Customer Ownership Experience
Criterion 4: Customer Service Experience
Criterion 5: Brand Equity
Business Impact
Criterion 1: Financial Performance
Criterion 2: Customer Acquisition
Criterion 3: Operational Efficiency
Criterion 4: Growth Potential
Criterion 5: Human Capital
Best Practices Award Analysis for Knorr-Bremse
Decision Support Scorecard
To support its evaluation of best practices across multiple business performance
categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool
allows our research and consulting teams to objectively analyze performance, according to
the key benchmarking criteria listed in the previous section, and to assign ratings on that
basis. The tool follows a 10-point scale that allows for nuances in performance evaluation.
Ratings guidelines are illustrated below.
RATINGS GUIDELINES
The Decision Support Scorecard is organized by Customer Impact and Business Impact
(i.e., These are the overarching categories for all 10 benchmarking criteria; the definitions
for each criterion are provided beneath the scorecard.). The research team confirms the
veracity of this weighted scorecard through sensitivity analysis, which confirms that small
changes to the ratings for a specific criterion do not lead to a significant change in the
overall relative rankings of the companies.

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The results of this analysis are shown below. To remain unbiased and to protect the
interests of all organizations reviewed, Frost & Sullivan chooses to refer to the other key
participants as Competitor 2 and Competitor 3.
Measurement of 1–10 (1 = poor; 10 = excellent)
Customer Value Leadership Customer Impact Business Impact Average Rating
Knorr-Bremse 9.5 9.0 9.25
Competitor 2 9.0 8.5 8.75
Competitor 3 8.5 8.0 8.25
Customer Impact
Criterion 1: Price/Performance Value
Requirement: Products or services offer the best value for the price, compared to similar
offerings in the market.
Criterion 2: Customer Purchase Experience
Requirement: Customers feel they are buying the most optimal solution that addresses
both their unique needs and their unique constraints.
Criterion 3: Customer Ownership Experience
Requirement: Customers are proud to own the company’s product or service and have a
positive experience throughout the life of the product or service.
Criterion 4: Customer Service Experience
Requirement: Customer service is accessible, fast, stress-free, and of high quality.
Criterion 5: Brand Equity
Requirement: Customers have a positive view of the brand and exhibit high brand loyalty.
Business Impact
Criterion 1: Financial Performance
Requirement: Overall financial performance is strong in terms of revenues, revenue
growth, operating margin, and other key financial metrics.
Criterion 2: Customer Acquisition
Requirement: Customer-facing processes support the efficient and consistent acquisition
of new customers, even as it enhances retention of current customers.
Criterion 3: Operational Efficiency

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Requirement: Staff is able to perform assigned tasks productively, quickly, and to a high
quality standard.
Criterion 4: Growth Potential
Requirements: Customer focus strengthens brand, reinforces customer loyalty, and
enhances growth potential.
Criterion 5: Human Capital
Requirement: Company culture is characterized by a strong commitment to quality and
customers, which in turn enhances employee morale and retention.
Decision Support Matrix
Once all companies have been evaluated according to the Decision Support Scorecard,
analysts then position the candidates on the matrix shown below, enabling them to
visualize which companies are truly breakthrough and which ones are not yet operating at
best-in-class levels.
High
Low
Low High
BusinessImpact
Customer Impact
Knorr-
BremseCompetitor 2
Competitor 3

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The Intersection between 360-Degree Research and Best
Practices Awards
Research Methodology
Frost & Sullivan’s 360-degree research
methodology represents the analytical
rigor of our research process. It offers a
360-degree-view of industry challenges,
trends, and issues by integrating all 7 of
Frost & Sullivan's research methodologies.
Too often companies make important
growth decisions based on a narrow
understanding of their environment,
leading to errors of both omission and
commission. Successful growth strategies
are founded on a thorough understanding
of market, technical, economic, financial,
customer, best practices, and
demographic analyses. The integration of
these research disciplines into the 360-
degree research methodology provides an
evaluation platform for benchmarking
industry participants and for identifying those performing at best-in-class levels.
About Frost & Sullivan
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