Mission Statement
Herman Miller’s Global Partnership Account
Workplace Knowledge
Environmental Commitment
Reliability
Continuous Improvement
Delivery and Installation
Innovation
Why Herman Miller?
Nestle is the world’s leading Nutrition, Health
Herman Miller’s Global Partnership Account structure is based upon communication, trust and ease of doing business through a single point of accountability.
Connecting people with places…
“Perfect Vision 2020” • Zero VOC emissions to air • Zero hazardous waste • Zero solid waste to landfill • Zero process water consumption • 100% renewable electrical energy use • 100% of sales for DfE approved products • 100% of owned and leased facility construction and renovation achieves USGBC’s LEED Silver certification
• Based on Herman Miller Performance System • Reduces waste • Order consolidation • Stocking program • Dedicated Customer Care Specialist
• Communication plan • Key performance indicators • Service level agreements
• ServiceNet web-based project tool • 6,237 quotes in 2008 • 520 average quotes per month • 6,429 completed projects in 2008 • 536 average completed projects per month
We don’t set out to invent materials or processes, but if a problem and the resulting design calls for something new, we go for it...
• Recognized Innovator • Socially Responsible • Inclusive Community • Global Partner • Environmental Steward • Technology Advanced • Financially Stable • Proven Reliability (HMPS) • Certified Dealer Network
and Wellness company. Our mission of “Good Food, Good Life” is to provide consumers with the best tasting, most nutritious choices in a wide range of food and beverage categories and eating occasions, from morning to night.
Herman Miller provides the research, professionals and tools to help you formulate a workplace strategy that makes sense for your organization
• Build & nurture long–term relationships throughout the year • Dedicated team members located in key locations around the world • Assist in matching your local business and cultural requirements with your corporate objectives Strategic
• Attraction and Retention • Change Communication • Collaboration • Workplace Trends • Metrics and Measures • Ergonomics
Tactical
Global Account Manager
Example Scorecard for The Hartford Information Supplied Total Approved Dollars Quoted for Completed Projects in all locations
Executive Sponsor
Customer Care Specialist
Designer
Dedicated Customer Care
Product Application Specialist
Project Manager
Installation Specialist
Dedicated Contracts Manager
eBusiness Integrator
Manufacturing Order Fulfillment Order/Project Status Contracts
Jan
Feb
March
April
May
June
$ 14,207.35
$
213,314.77
$13,379.20
$38,923.14
$52,398.50
$105,477.65
$
13,477.05
$ 14,207.35
$
213,314.77
$13,379.20
$38,923.14
$52,398.50
$105,477.65
$
22,000.00
$ 17,600.00
$
17,600.00
$22,000.00
$17,600.00
$17,600.00
$22,000.00
$
35,477.05
$ 31,807.35
$
230,914.77
HMI
4
5
2
4
6
3
8
8
# of Projects Completed On-Time
HMI
4
5
2
4
6
3
8
8
Total # of Projects Completed
HMI
4
5
2
4
6
3
8
8
# of Workstations Redeployed
HMI
400
45
# of Chairs Redeployed
HMI
Customer Satisfaction Rating
HP
Total Dollars Received for Sold Furniture
HMI
19,800
Total Cost of Off-site Storage provided by HMI
HMI
2,286
2,286
Total(art) pieces Off-site Storage provided by HMI
HMI
381
381
HMI
Total Program Management Dollars Invoiced
HMI
Total Dollars Invoiced
HMI
# of Projects Completed On-Budget
Project Budget/Quote Variance - over/(under) % Projects Completed On-Budget % Projects Completed On-Time Cost Savings Of Items Redeployed Cost Savings Less Total Spend - Net Return Customer Satisfaction Rating Cost of Off-site storage per art piece Total Dollars Received for Sold Furniture
Scorecard Rating Results Project Quote Accuracy % Projects Completed On-Budget % Projects Completed On-Time Redeployment Cost as a Percent of Cost Savings Customer Satisfaction Rating
Dealer Account Manager
Workplace Strategist
Dec
13,477.05
Metrics Project Quote Accuracy % Projects Completed On-Budget % Projects Completed On-Time Redeployment Cost as a Percent of Cost Savings
Local Account Manager
Strategic Initiative Program Development Management Reporting/ Implementation
2009 For the 21st time in 23 years, Herman Miller is ranked as the “Most Admired” company in its industry in Fortune magazine’s annual survey. Herman Miller also is recognized in the Top 10 for its Innovation, Social Responsibility, and Quality of Products/Services.
Director Global Accounts
HMI
Total Dollars Invoiced for Completed Projects in all locations
Program Management as a % of Total Spend Customer Satisfaction Rating
Executive Sponsor
Nov
10 22
$
35,379.20
50
$
56,523.14
$
69,998.50
$
127,447.65
$46,795.29 $46,795.29 $
17,600.00
$
64,395.29
138
31 2.67%
3%
2,286
2,286
2,286.00
2,286.00
2,154.00
381
381
381
381
370
100% 100% 576,000 345,085.23 2.67% 6.00 -
100% 100% 74,100 38,720.80 6.00 -
100% 100% $ (56,523.14) $ 6.00 -
100% 100% (69,998.50) 3.00% 6.00 -
100% 100% 198,720 71,272.35 5.82 -
100% 100% 100%
0
Measurements
Herman Miller Dealer
Herman Miller
Source
$
$
$
100% 100% 6,600 (28,877.05) 6.00 19,800
$
100% 100% $ 29,400 (2,407.35) $ 6.00 -
$
$
$
$
$
$
$
$
$
100% 100% 100%
100% 100% 100%
100% 100% 100%
100% 100% 100%
204.2%
48.3%
37.0%
18.1%
62% -
55% -
8% 2.67%
62% -
31% -
25% 3.00%
17% -
27% -
4 4 4
4 4 4
4 4 4
4 4 4
4 4 4
4 4 4
4 4 4
4 4 4
0
0 2.67%
3
3 3.00%
4 -
-
#DIV/0!
3 -
-
100% 100% 100%
$
100% 100% (64,395.29) #DIV/0! -
#DIV/0!
100% 100% 100% 53.1%
100% 100% 100% #DIV/0!
0 -
• Focus on the integration of people, technology and changing work processes • Research the complexities of our customers’ needs, explore materials and processes, and create designs that respond to social and economic trends in the global market • Risk taking – get behind promising new products that sometimes become innovations • Encourage our designers to experiment with any materials and process that solves the problem they are trying to solve • Application – create solutions to support the unique business drivers of each customer
1968
0 -
1946
1994 Design/Space Planning/ Maintenance Furniture Specification Delivery and Installation Furniture Project Management
2006
Warranty/Repair Asset Management Order Management Invoicing
2008 Herman Miller achieves 5th consecutive placement on the Dow Jones Sustainability World Index (DJSI World), an international stock portfolio that evaluates annual performance using economic, environmental, and social criteria.
2008 Herman Miller received the top rating of 100 percent for a second consecutive year in the Human Rights Campaign Foundation’s annual Corporate Equality Index for its commitment to inclusiveness and diversity.
2009 Herman Miller is featured for the sixth time in the Sustainable Business 20 list as one of the “World’s Top Sustainability Stocks,” which includes companies with strong environmental initiatives and solid financial performance.
2009 The Michigan Business and Professional Association (MBPA) has again selected Herman Miller as one of West Michigan’s “101 Best and Brightest Companies to Work For.” The MBPA selects companies who recognize that employees are their greatest asset and who dedicate themselves to creating business results through innovative Human Resource policies and practices.
2009 Herman Miller again is named to IndustryWeek magazine’s annual listing of the 50 Best U.S. Manufacturing Companies.
2008 Herman Miller was named to the 2008 list of America’s Safest Companies by Occupational Hazards magazine. America’s Safest Companies is a corporate award honoring the safest companies in the United States.
2010 Herman Miller was recognized by Fast Company magazine as one of its 2010 Most Innovative Companies and among the more select Innovation All-Stars.
2010 Herman Miller for the third year in a row is ranked as one of Fortune magazine’s “100 Best Companies to Work For.” We are the only furniture manufacturer to make the list.