Gutor provides an induction for new employees on customer satisfaction and quality. It covers core values of customer first, quality management systems, and important eLearnings. Customer personas are introduced to represent key accounts including those in oil and gas, power, mining, and water utilities. Metrics like Customer Net Promoter Score are used to measure customer experience performance. The quality organization structure is reviewed along with tools like the IQ-Soft system for problem reporting.

1. Internal
Gutor CS&Q Induction
Confidential Property of Schneider Electric |
Presented by : SL Too

2. Internal
Page 2
Q140.019
 Our Core Value, Customer First
 Gutor Personas (I know my Customers)
 Customer Experience (Customer Net Promoter Score – CNPS)
 Quality Management System
 CS&Q Organization Chart
 Important eLearnings
Key Topics

3. Internal
Page 3
Confidential Property of Schneider Electric |
Our Core Value, Customer First
Quality is a critical enabler of our core
value, Customer First. To get a premium
offer quality and a superior customer
experience end-to-end, quality must be part
of every employees’ DNA.

4. Internal
Customer First Behavior Game : https://app.klaxoon.com/participate/adventure/EQRCT9Y

5. Internal
Customer First Behavior
Do’s
 Act Like Owner
 Be FAST to react and inform Customers
 Be Proactive to fix Root Causes
 Prioritize Actions for customer
 g
5

6. Internal
DO NOT
ACCEPT
DEFECT
Golden Rules for #IcommittoQuality
Discard what is out
of normal
production or not
identified
Only work on
station you are
trained for
Follow
instructions
Alert in case of
doubt, anomaly or
gap
Handle
products with
caution
1
DO NOT
CREATE
DEFECT
2
DO NOT
TRANSMIT
DEFECT
3
Use Redbox
for defect or
anomaly
Think Customer, Act Customer, Be Customer
Report
defect
SIM

7. Internal
Gutor Customer Persona1
Page 10
Confidential Property of Schneider Electric |
The Intent of the PERSONA is to help employees to know SE key customers, and start from their insight
1 Persona is a fictional person used to represent a stakeholder important in a project; persona aid in marketing, product development, usability and other areas
https://spiceportal.se.com/web/customer-satisfaction-and-quality/customer-first

8. Internal
Gutor Customers as Personas
Page 11
Confidential Property of Schneider Electric |
Oil and Gas Customer (Paul):
BP, Aramco, Petronas, Shell, Qatar Petroleum
Power Station related customer (Steve)
Alstom,Ontario Power Generation, Hi Power, Taiwan Jenfort
Mining related customer (Maria)
Protect Controls, Alstom (Switzerland) LTD, Sunny Source LTD
Water Utility related (Wendy)
Bahwan Veolia Water LLC, North West Redwater partnership,
Water Engineering Technology

9. Internal
Page 12
Confidential Property of Schneider Electric |
Customer Net Promoter Score
Relational phone surveys
once a year
on overall Customer Experience
targeting platformed customers
On a scale of 0
to 10, how would
your recommend
Schneider?
What is the
primary reason for
your score?
0 10
?
Net Satisfaction Score
Transactional real-time
digital surveys
on 6 Critical Touch Points
with operational interactions
How do we measure our customer experience performance ?
Customer Net Promoter Score and Net Satisfaction Score are two complementary measurements
CX: Customer Experience
CNPS: Customer Net Promoter Score
NSS: Net Satisfaction Score

10. Internal
Page 13
Confidential Property of Schneider Electric |
Our Quality Management System (QMS) is the collection of processes/tools we apply across both entities (Switzerland and
Malaysia ) in our operational activities to deliver an outstanding end to end experience to our customer. We are certified with
ISO9001:2015, ISO45001:2018 and ISO140001:2015
Quality Management System
Our Quality Policy defines our commitment to customers and guidance to all employees toward Customer Satisfaction
& Quality
Our Quality Procedures gather global rules enforced across the entities toward operational topics of Customer
Satisfaction & Quality domains.
Gutor QMS
:
Gutor IQ-Soft guideline:
https://schneider-electric.box.com/s/ne0g9s5cvwbcu2khj9wg2hkiacezkiho
Q100.001
http://waeu001p01iqsft.gad.schneider-
electric.com/IQSoftWebDokNet/Member/Dokumente.aspx

11. Internal
Page 15
Confidential Property of Schneider Electric |
Qtree
(Q100.001)
Quality Objective,
Quality Policy
Department
Process Flow
Company
Organization Chart
Link to IQ-
Soft webdoc
Quality Manual
ISO Certification
ISO 9001 Clauses

12. Internal
Page 16
Confidential Property of Schneider Electric |
IQSoft WEB Doc

13. Internal
Page 17
Confidential Property of Schneider Electric |
IQ-Soft

14. Internal
Page 18
Confidential Property of Schneider Electric |
IQ-Soft
Problem Failure Condition Decription of Failure Condition Decription in IQ-Soft (Key in by creator)
Supplier issue
Component 1 to 1
changed
a) Qty: 1 only
b) One part number
c) single trouble shooting issue
c) system back to normal after changed part
SYSTEM STATUS DURING FAILURE:
Burn in at XX hour, Initial start up, Normal operation, Temporary Static Bypass
Operation or etc
ABNORMAL ALARM AND MESSAGES FROM HMI:
447 XXX alarm fault
XXX component changed, system back to normal
Detail problem description:
Supplier issue Few components changed
a) Qty: > 1
b) Same part number
b) system back to normal
c) components changed on same trouble shooting
issue.
Note: Measure to PSE related person.
SYSTEM STATUS DURING FAILURE:
Burn in at XX hour, Initial start up, Normal operation, Temporary Static Bypass
Operation or etc
ABNORMAL ALARM AND MESSAGES FROM HMI:
447 XXX alarm fault
XXX component changed, system back to normal
How many faulty parts/component changed: xxx units ?
Component 1:
Component 2:
Component 3:
Component 4:
Detail problem description:
Internal Non supplier issue
Component damaged due to others component
failure.
SYSTEM STATUS DURING FAILURE:
Burn in at XX hour, Initial start up, Normal operation, Temporary Static Bypass
Operation or etc
ABNORMAL ALARM AND MESSAGES FROM HMI:
447 XXX alarm fault
XXX component changed, system back to normal
Detail problem description:
XXX component damaged cause by component YYY failure.
Internal Non supplier issue Internal fault causing component damaged.
Example:
1) Assembly wrong wiring causing component failure.
Or
2) Design issue causing component failure.
Detail problem description:
XXXXXX causing component failure.
Scenario:
After final investigation, problem is due to internal issue, all previous IQ-
Soft (supplier issue) need to be change by creator. And vice versa.
Attach event log when Power Module failure happen in PXP system.
Compulsory:
1. Photo attachment - Every faulty part it can be seen
2. Serial number - Supplier (Record S/N in problem description if insufficient space
in S/N column.

15. 22
Internal
Gutor WW Quality
July 2022
R.Pappini Rayapay
Customer Satisfaction&Quality Director
Quality
Benjamin Neumann
Gutor President / CEO
Senior Offer Quality
Leader & Quality
Team Supervisor
Beryl Li
Supplier Quality
Engineer
SL TOO
Quality Assurance
Manager
Fabio Bartholdi
Quality Control
Inspector
Seyda Sunam
Senior Quality
Engineer
Mohd Sabri BIN MOKHTAR
QA Technician
Tze Siew Tung
Senior QA Engineer
Michel Arenillas
Supplier Quality Engineer
Arben Useini

16. Internal
eLearnings
Page 23
Q140.019
– Root Cause Analysis (RCA): A Vital First Step to Prevent a Problem for Reoccurring
– Leaky Coffee Cup: Learn Troubleshooting Basics. Part 1 of 2
– Dripping Coffee Cup: How To Connect Root Cause Analysis and Work Process. Part 2 of 2
– Gutor Customer Persona
• Paul
• Wendy
• Steve
• Maria
Introduction to Schneider Electric Supplier
Quality Management (SSQM)

17. Internal

18. Internal
THE PETROCHEMICAL PLANT MANAGER
How can I keep my petrochemical
plant up and running, profitable and
accident-free and meeting the
company’s sustainability targets?
“
“
Page 25
Confidential Property of Schneider Electric |
48
YEARS OLD
PROJECT MANAGER
CHEMICAL ENGINEERING
DEGREE
MAY NOT BE
TECHNOLOGY SAVVY
ASTUTE MANAGING CONTRACTORS
AND SUPPLIERS
MASTER PETROCHEMICAL
OPERATIONS
PAUL
PAUL
THE PETROCHEMICAL PLANT MANAGER
5 psycho-socio info
What makes him
awake at night
(quote)

19. Internal
Improve CNPS of Personas
Page 26
Confidential Property of Schneider Electric |
To Drive customers' satisfaction and loyalty by continuously improving their experience with Gutor
 Gutor Voice of Customer
• Continue interviews on Customer Voice ( by 3rd party )
• Define and Launch Improvement Actions through analysis of Gutor Voice of Customer
• Launch Interviews with Gutor Global Key Accounts to capture Customer experience
• As an indicator for continuous improvement activities
• As potential to increase Sales leads
 Launch Quarterly survey with Gutor FSEs WW to get their perception and experience values
• As an indicator for continuous improvement activities
 Proactive Customer Notification and Communication on Issue Resolution
• BP, Shell, Chevron
CNPS ≥ 55%
NSS@FAT ≥ 94%
Target 2021

20. Internal
Page 27
Confidential Property of Schneider Electric |
What drives PAUL?
In your
projects
for PAUL,
always start
from HIS
drivers
His performance drivers

21. Internal
MARIA
THE MINING COMPANY CTO-CIO
My challenge is to identify
technologies that will improve
efficiency, reduce costs and
provide a safer operation.
“ “
Pa
Confidential Property of Schneider Electric |
50
YEARS OLD BS SYSTEMS
ENGINEERING
STRONG ANALYTICAL
AND PROBLEM-SOLVING
SKILLS
LEADS THE GLOBAL DEPLOYMENT
OF STRATEGIC TECHNOLOGIES
FINANCE &
BUSINESS MINDED

22. Internal
Page 29
Confidential Property of Schneider Electric |
What drives MARIA?
Her performance drivers
In your
projects
for MARIA,
always start
from HER
drivers

23. Internal
“
“
Page 30
Confidential Property of Schneider Electric |
45
YEARS OLD CONSTANTLY SEEKS RESILIENCE
& PERFORMANCE
DIRECT CONTACT FOR
INNOVATIVE SUPPLIERS
REPRESENTS THOUGHT
LEADERSHIP FOR THE COMPANY
STRONG TECHNICAL
EXPERTISE
How to increase our network
resilience and performance,
while digitizing our grid?
“
“
STEVE
THE SMART GRID DIRECTOR

24. Internal
Page 31
Confidential Property of Schneider Electric |
What drives STEVE?
His performance drivers
In your
projects
for STEVE,
always start
from HIS
drivers

25. Internal
I must deliver safe and clean
water to our customers, and
put it back into the environment
in excellent condition.
“ “
Page 32
Confidential Property of Schneider Electric |
47
YEARS OLD LEADS 1,000 PEOPLE,
MOST OF THEM TECHNICAL
WENDY
THE WATER UTILITY C-LEVEL
HIGH LEVEL OF TECH &
BUSINESS EDUCATION
HIGHLY DRIVEN AND
ALWAYS ON THE JOB
PRIMARY DECISION MAKER
IN THE ORGANIZATION

26. Internal
Page 33
Confidential Property of Schneider Electric |
What drives WENDY?
In your
projects
for WENDY,
always start
from HER
drivers
Her performance drivers

27. Internal
ISO and Quality Certification
Page 34
Confidential Property of Schneider Electric |

28. Internal
Page 35
Confidential Property of Schneider Electric |