The difference between ordinary and extraordinary is that little extra
Teleplan Lifecycle care for electronics
T
The difference between ordinary and extraordinary is that little extra
Teleplan Lifecycle care for electronics
lifecycle care What we do at Teleplan is simply take care of electronic hardware during its lifecycle. From the moment of purchase right through to the last electronic flicker of life. And even then we make sure that it is recycled with respect and care for the limited resources of our planet. Fully licensed by the original manufacturers, Teleplan delivers the care where and when it’s needed. With 19 locations all over the world, a clear and simple solution is always close at hand. Equally, we are challenged to deliver propositions that take full account of how customers need our care. We call it ‘Telemade’, devising often intricate logistic solutions for eg. the warranty management of our customers.
importance of the service-experience diversity is seen as a differentiating strength
opposites connect
the largest global electronics companies
technological expertise
we deal with the complexity, the customer experiences simplicity seamless and hassle-free processes
where people love to be challenged to use their entrepreneurship
human touch & technological expertise
make it happen
global player
rooted in the local communities
view on the direction of future developments for their customers
multi-capability teams
self-assured high tech and high touch
proven track record
Teleplan GUIDING the future
How to write the next chapter in the history of Teleplan? The story of tomorrow that includes a strong growth ambition, a shift towards an organization with a high performance culture and a corporate identity to match and support this. History has moulded Teleplan into a unique company. An organization where opposites connect and diversity is seen as a differentiating strength. Where people love to be challenged to use their entrepreneurship and are facilitated to work closely in multi-capability teams. Human touch & technological expertise go effortlessly hand in hand. It’s a veritable people organization, but embedded in the world of high tech. High tech and high touch. A self-assured company. Knowing its strengths and its limitations. Able and willing to make it happen for its customers. With a proven track record in working for the largest global electronics companies. A global player but strongly rooted in the local communities of its operating sites. Able to rally support from all
over the globe when needed for specific customer problems. From this experience stems an outspoken and clear view on the direction of future developments for their customers. A company that fully understands the importance of the serviceexperience. It is not about the latest technology, it is all about the seamless and hassle-free processes that deliver the required technological expertise. We deal with the complexity, the customer experiences simplicity. We choose to become an independent brand. Not an integrated and thereby hidden part of the consumer brands we service, but a strong brand in our own right. A brand conveying a clear and distinctive proposition. A brand with aspiration built on the mentality of our people.
Recycle my mobile phone with care for the environment
Careful repair of my gaming device Taking care of transparent reverse logistics Refurbishing my laptop
Care for lifecycle customization ‘Telemade’ logistics for my worldwide repair processes
No nonsense care for my warranty programme
Lifecycle care for electronics
What we do at Teleplan is simply take care of electronic hardware during its lifecycle. From the moment of purchase right through to the last electronic flicker of life. And even then we make sure that it is recycled with respect and care for the limited resources of our planet. So we are there at every step of its lifecycle; we repair, renew, refurbish or recycle your electronic hardware. Fully licensed by the original manufacturers, Teleplan delivers the care where and when it’s needed. With 19 locations all over the world, a clear and simple solution to take care of your electronic hardware is always close at hand.
But we also take pride in delivering propositions that take full account of how customers need our care. We call it Telemade, devising intricate logistic solutions to the warranty management of our customers or in case of fulfilment requirements, multicommodity repair or the like. With our multi-national teams we thrive on these challenges because it demonstrates that our diversity and entrepreneurship are our differentiating strengths. Hassle-free lifecycle care for electronics is something we have already been doing for over 25 years for a wide variety of electronic equipment and for the majority of the blue-chip electronic companies. Based on engineering expertise and logistic processes that deliver the performance to match this promise. That’s why we often say: we deal with the complexity, all the customer experiences is simplicity.
Culture
Physical attributes
Proposition
We deliver lifecycle care for electronic hardware. We use our experience and entrepreneurship to deliver excellent ‘care’propositions in terms of repairing, renewing or refurbishing and recycling electronics and develop Telemade answers in response to how our customers want this care delivered. We use our global presence for local solutions and operate as one team irrespective of the structure or hierarchy of our company. We are a down-to-earth company, what you see is what you get. Straightforward, transparent and focussed on the world of our customers. We strive for excellence in what we do and how we do it. And we use our combined experience to deliver innovative answers to the challenges of our customers. Our people are empowered to ensure an excellent experience of the care we deliver on a daily base. Therefore we are open, friendly and speak the language of our customers. Striving to understand the needs of its customers so that we can deliver ever-new and often unexpected answers to the markets needs for electronic hardware care.
Culture
Physical attributes
Proposition
Leading Unifying Caring
T
Leading We want to be one step ahead in everything we do we want to be ahead. We want to lead the customer in our relationship by consistently surprising him as we successfully add to and learn from the processes we execute for him (and others). By doing so we want to become a true centre of excellence and thereby lead the industry in new solutions for after-sales services. Leading requires internally a continuous striving to be the best. In everything we do. Constantly and consistently looking for improvements in competences, bottom line, process and solutions. Learning from in- and outside the company to develop new insights and create the flexible edge over our competitors. Unifying We want to provide a one-stop answer. One point of contact providing one unified and hassle free answer to often-complex customer requirements. Expressing to the outside world one company, one brand that is all about the experience of an excellent lifecycle care for electronics. We operate as one team, irrespective
of the structure or hierarchy of our company, harnessing the multicultural strengths of our people to deliver the care needed. Caring We care about what we do and how we do it. This also extends to the context and world we live in. We are as involved as possible in the world of our customers and feel personally responsible for the performance of our company, its people and its processes. We understand the value people attach to the hardware they put in our trust.
Culture
Physical attributes
Proposition
T
The combination of care and lifecycle delivered in a no-nonsense manner. People buy from us the certainty that we will personally take care of their electronic equipment in a transparent manner. Our propositions are straightforward and are among the best in the industry but our personal approach exceeds the existing standards. Our identity reflects our DNA, sober and accessible. Nothing hidden or built to look beautiful, but simply the plain and accessible structures that truly matter. We sell care but not in the traditional caring or comforting way. We apply our care in a passionate attention for detail. We use ‘down-to-earth’ off-colours in combination with red and always with a distinctive T-accent. Care is always for a certain product or brand. That’s why we need to be able to link our identity to the widest variety of styles thinkable. Literally on the surface of a great diversity of electronic hardware and nevertheless create recognition and trust by its consistent appearance.
Culture
Physical attributes
Proposition
Din Light abcdefghijklmnopqrstuvwxyz abcdefghijklmnopqrstuvwxyz Din Regular abcdefghijklmnopqrstuvwxyz abcdefghijklmnopqrstuvwxyz Din Medium abcdefghijklmnopqrstuvwxyz abcdefghijklmnopqrstuvwxyz Din Bold abcdefghijklmnopqrstuvwxyz abcdefghijklmnopqrstuvwxyz
INTOUCH Culture
Teleplan newsletter September 2009 page 1
Dear all,
Physical attributes
We have done remarkably well in the past few months! As a result of all your hard work and inspired teamwork during this period, we have been able to ensure that our company sails safely through the rough storm of the world economic crisis. And the progress for the remainder of 2009 will rest in all of our hands, so lets try to Enjoy reading! maintain these excellent results.
Proposition
Lifecycle care for electronics
During the first few months of my tenure as CEO, I have spoken with many of you and realized that for the company to grow, we need to handle our communication in a different way. We need to learn from our successes but also make much better use of the know-how and creativity of all Teleplanners.
Performance & PersPective
Our TeLepLan | LifecycLe care | career | inVeSTOr
search >
New contract Murray followed two really tough pavlo vas. The Wairarapa hunted two. >
Filmed jul 2009; Posted Sep 2009
Care for local partly smaller paddocks Murray shot Niles. Marty saw the white tea.
>
What’s new in Jakarta: ramer won two rather smaller pos sums. Two really smaller magpies one almost black. >
Lifecycle care for electronics We take care of your electronics One almost rural possum partly softly saw two really smaller magpies. One really nuclear-free chip won the really rural mate. One partly little possum hunted one extremely little pavlova. Stewart “Irish” Murphy saw Martinho. Murray followed two really tough pav lovas. The Wairarapa hunted two partly ze on smaller.
Simply said, we need to be more intouch. The intention is to update you regularly about relevant events within the company and by doing so learn how to best structure our communication. As I see this as my personal mission, I invite you to share your thoughts, ideas and relevant information with me via intouch@teleplan. com
Service centre Facin et ver summodit ut
�torage
�is�lays
�o�ile �a�ing
�i�eo
�a�era �� � �ote�ook
�etwork �rinters
>
Reverse logistics Hunted one extremely little pavlova. Stewart “Irish” Murphy saw Martinho. Murray followed two really tough pavlovas. The Wairara pa hunted two partly. Two really Stort Niles. Marty saw the white tea. Kramer won two rather smaller possums. The somewhat right silver beet saw John. Two really smaller magpies. One almost black beer almost politically followed. many extremely green worries, because a somewhat mean beer blew the sother smaller possum. Heaps of partly white teas played two really tough mates. One somewhat tough tea really sadly topdressed many mostly mean chaps, after heaps.
Many extremely clean bulls almost hardly blew a mostly bigger
Despite the world economic crisis and the dramatic volume decreases experienced by some of our customers Teleplan is showing a good performance in 2009. As you can see from the half year numbers (Revenue EUR 145 mill, Profit EUR 15.7 mill, and Op. Cash Flow EUR 17.2 mill) our topline is slightly down but our profitability and our cash flow improved significantly over last year. All sites put in a much appreciated effort in reducing Operating Expenses and keeping costs down. But experience has taught us that we need to keep monitoring and scrutinizing all expenses in the coming months to be able to sustain the good figures in the remainder of the year.
Lifecycle care for electronics
Gotthard Haug Chief Executive Officer
mobile +31 6 5232 4167 e-mail gotthard.haug@teleplan.com
Teleplan International NV, Werner von Siemensstraat 17, 2712 PN Zoetermeer, The Netherlands, tel +31 (0)79 330 4455, fax +31 (0)79 330 4466, www.teleplan.com
the true definition of LifecycLe care for eLectronics Teleplan International NV, Werner von Siemensstraat 17, 2712 PN Zoetermeer, The Netherlands Tel: +31 611109049, e-mail: info@teleplan.com, Kvk 123 456 789 te Den Haag, Bank 12.34.56789
Lifecycle care for electronics
Culture
Physical attributes
Proposition
T Trust = Reliability + Desire
Lifecycle Care is the umbrella for our well-known and respected repertoire of services for the after-sales market. It gives us a unique platform to cross sell and up sell with existing customers as well as to present an integrated offering to new customers. By adding the word care, we can also communicate expertise in delivering tailor-made solutions. We group these propositions as Telemade, if and when they display an insightful combination of service and logistic components bundled as such for a specific customer challenge. Telemade lifecycle care for xx, then becomes a vehicle to convey our expertise in consultative selling. Lifecycle care also gives us the scope to expand our propositions more towards the intangible part of the care-principle. End-of-life propositions in which recycled parts become a new product that we can offer to OEMs or even to consumers. Or setting up an intake service of mobile phones for use in developing countries could be examples of the reach of this concept.
Lifecycle care for electronics BUSINESS DEVELOPMENT
Culture
Physical attributes
Proposition
The essence of the new positioning is to stop displaying the capabilities, locations or internal structure for Teleplan to the customer but to repackage these in an easy to understand concept overriding the individual propositions. The concept combines all activities to form one, visible promise to the world of our customers. The concept serves as a guide for the development of new propositions in the years to come. Provided we develop them revolving around the owners of hardware in a comprehensive way. Some examples to illustrate this line of thinking.
3
2
4
B-2-B customers
Consumers
IT
electronics
bundle
bundle
3. Having captured these two sides, lifecycle care can enter a new proposition whereby we cluster electronic hardware for B-2-B-customers. A Teleplan proposition next to or incorporated in the brands of our current customers. Think of lifecycle care for IT, whereby an IT manager can extend the ‘care’ for a specific combination of hardware, right across our 3 Cs. Delivered via a branded online logistic process. Telemade!
upgrade
2. But care is also about seeing opportunities. Forward looking instead of problem driven. Installing an upgrade or a savings plan ensuring a new product at the end of the lifecycle.
new
repair
refurbish
1
recycle
1. Owners of hardware need three basic care-propositions. Repair, refurbish and recycle. An easy-to-use process to deal with standard issues that crop up during the lifecycle of electronic hardware.
4. A final step in this process could be to develop a care-proposition for customers. Think of care for your electronics, in any possible combination of electronic hardware at home.
Lifecycle care for electronics BUSINESS DEVELOPMENT
Culture
Physical attributes
Proposition
There is even more to consider when creating business development opportun足ities for the concept of lifecycle care. Call it a third dimension, one that comes into view if we are able to label the strength of our processes in the back office as well as seek opportunities for new ways of delivering our care.
To display our knowledge and expertise to OEMs, providers and alike, we can devise a different type of care. Just consider the proposition of care for lifecycle customization, whereby we consult on reverse logistics based on total cost of lifecycle. Or the Telemade lifecycle care, whereby we develop specific customer solutions.
Also in terms of delivery there are great opportunities. Currently we are focussed on depot repair but we could also consider a mobile lifecycle care team or setting up our own in-store presence, shop-in-shop concept or even an on-site operations on the premises of our business customers.
But even the possibility of selling our basic propositions via a retail-operation could be a route to follow. Independent of hardware manufacturers and even cross category.
This book is for internal use only
T identity | strategy | creativity Š Amsterdam november 2009 www.c-roots.com