Identity and image research at the sBU X

Annexes

“Improving the chemistry”

Identity and image research at the sBU X

Marijke Oosterhuis University of Groningen

Faculty of Management and Organization

Technology Management

Table of content annexes:

Annex 1 Organization Company A 2005 ... 3

Annex 2 Origin of Company A ... 4

Annex 3 Organization sBU 2005 ... 5

Annex 4 Description Product A ... 6

Annex 5 Description Product B ... 8

Annex 6 Questionnaire actual identity ... 9

Annex 7 Questionnaire desired identity... 14

Annex 8 Questionnaire image... 16

Annex 9 Codebook SPSS ... 21

Annex 10 Cronbach’s Alpha ... 24

Annex 11 Frequency tables... 27

Annex 12 Product stewardship... 32

Annex 13 Attributes ... 33

Annex 1 Organization Company A 2005 Company A

Group A Group B Group C

BU B BU F BU P BU S BU PP

sBU C

sBU X

sBU S

sBU E

Annex 2 Origin of Company A

Deleted

Annex 3 Organization sBU 2005

sBU Manager

Commercial Manager

Marketing Man Marketing Manager

Ass. Marketing Manager Ass. Marketing

Manager

Marketing Manager

Product Manager

Secretary Controller

Customer Service Desk

Sales Organisation

Logistics Manager Europe

TSMD

Team Leader R&D

Researcher

Senior Researcher Man. Comm.

Projects

Logistics Manager

Sweden

Annex 4 Description Product A

Large waste treatment plants intended for the purification of wastewater have been constructed. The wastewater plants utilize various techniques to purify the water:

• Product treatment, insofar as necessary for the neutralization and precipitation of wastewater components.

• Mechanical treatment for the elimination of undissolved substances, including screening, clarification, and filtration.

• Biological treatment for the removal of dissolved substances, in the course of which colloidal dispersed materials are also destabilized and flocculated; substances can also be eliminated by adsorption onto the biomass.

sBU X sells products for the technique of product treatment to purify the water.

Coagulation, flocculation and precipitation are applied to remove the soluble pollutions from the water by making the particles insoluble and concentrate them in the next step.

Coagulation is the destabilization of colloidal particles brought about by the addition of a product product, as for example X. The particles, with a radius between xx µ m and xx µ m, can not be separated immediately without the help of products. The destabilization occurs after the electrostatic rejection declines and subsequently the particles coagulate together to particles with a center of circa xx µm (www.watertechnowijzer.nl). By mixing intensively, the particles will stick, in a short time, to each other, see figure X. If the particles have reached the size of 1 µ m, they can only grow by stirring slowly. The addition of another reagent, called flocculant, may promote the formation of the floc.

Flocculation is the agglomeration of destabilized particles into microfloc and after into bulky floccules which can be settled called floc (www.lenntech.com). This process is explained in figure 4.1.

Figure 4.1: from particles to flocs

After the coagulation and flocculation the particles will precipitate. The precipitate can then be removed from the treated water by physical methods such as clarification or filtration (www.frtr.gov).

sBU X produces products for coagulation and flocculation, as Product E and Product F.

The most important Product A, looking at the quantity sold, are Product E and F. The difference between the two products is only one c molecule. The product formula of Product E is X and of Product F is X. Company A is producing in Ibbenbüren Product E and Product F.

About xx% of the total volume sold of Product A is Product E and about xx % is Product F. Product E originates from iron and c. The iron is coming from scrap. Producing both products happens by dissolving iron in a solution already containing Product F, coming fro recycling the process stream.

This process is followed by chlorination. The first step of the reaction is put the iron together with an existing Product E solution:

X + X X

Product F will be formed and the solution with Product F will be diluted with water until the right

concentration. It will be stored, after filtration, in the storage tank. To obtain Product E, the Product F is

than chlorinated with C in the chlorination reactor. The following reaction occurs:

After that, the solution is diluted with water till the right concentration is obtained. The process as described above will deliver a Product E of a standard quality.

In Ibbenbüren, Company A is producing Product E with a pure quality as well. In a separate plant Magnetite is dissolved in X according to the following reaction:

X +X X + X + X

After filtration the solution is stored in a tank. From this tank the solution is brought into the chlorinating reactor.

X + X X

After diluting the solution with the right concentration, the solution is filtered and can be stored into the pure-solution storage tank.

These are the only two products, Product E and Product F, produced by Company A themselves. The other products are purchased from competitors in the Product A market, in this way sBU X can offer the whole range of Product A products to the clients.

The active species in the flocculation are the macromolecular hydroxides, as for example X. Product E forms X when it is dissolved in water, which consequently forms into macromolecular hydroxides linked together via oxygen bridges.

X X + X X X + X X + X X

In table 4.1 are all the products which sBU X sell to clients stated.

Product name Product formula % sol or solid

1 Xx%

2 Xx%

3 Xx%

4 Xx%

5 Solid

6 Solution

7 Solution

8 Solution

9 Solution

10 Solution

11 Solution

12 Solution

13 Solution

14 Solution

Table 4.1: whole range of products A (internal presentation)

Annex 5 Description Product B

Product B is an effective cleaning agent and disinfectant. It is widely used for surface cleaning, bleaching, combating smells and disinfecting swimming water.

The raw material for Product B is salt. The salt is converted by the means of an electrolysis process into a solution of Product B in water. Product B is produced in two stages. In the first stage of the Product B plant, c from gas waste streams is absorbed into a xx% solution. Next, in the B reactor, the final product is manufactured by adding pure c into the diluted B.

The solution of Product B generally contains between xx and xx gram C per liter. The sBU X is nowadays trying to make a stable solution which contain around xx gram C per liter. The following reaction occurs:

X + X X + X + X

Without any preventative measures, Product B is subject to two decomposition reactions, namely disproportionate and transformation.

The following reaction occurs by disproportionation, c1 will be formed:

X X + X

The following reaction occurs by transformation, o and s will be formed.

X X + X

Both reactions cause a loss in the effectiveness of Product B. The disproportsionation is promoted by a high concentration of Product B, a wrong pH of the solution, exposure to high temperature and exposure to sunlight (UV). To minimize the loss of effectiveness, clients are recommended to keep the stock Product B as small as possible, to keep the storage cool, at least below 30°C and to avoid direct exposure to sunlight. The transformation reaction is caused by the catalysis of metals. It is therefore important to avoid contact of Product B with metals, especially nickel, copper and iron, during transportation, storage, and handling. SBU X is using a thumb of rule for the stability of the Product B solution, the active chlorine content decreases with approximately xx to x gram per liter per 24 hours at room temperature.

Product B gives with water the following reaction.

X + X X + X + X

The applications of Product B are disinfection or oxidation. The effect of disinfecting is the killing of all kind of organism. The killing effect is based on the ease with which H penetrates the cellular tissue of bacteria. The effect of oxidation is to oxidize contaminations. The oxidation of organic contaminations occurs by the flowing reaction:

X X + X

The result of this reaction is that atomic oxygen (free radical) is available for oxidation purpose.

Annex 6 Questionnaire actual identity

1. In which functional group are you working at sBU X?

□ Marketing

□ Sales

□ TSMD

□ Customer Service Desk

□ Other, namely ……….

2. For how many years have you worked for this sub Business Unit?

□ 0 – 5 years

□ 6 – 10 years

□ 11 – 15 years

□ 16 – 20 years

□ More than 20 years

3. With clients of which products do you have regular contact?

□ Only with clients buying Product B

□ Only with clients buying Product A

□ With both; clients of the products Product B and Product A

1

You can skip question 7

2

You can skip question 4

4. Can you rate the next aspects in order of importance when considering the wishes of the clients for Product B? (This question is only relevant for the employees that have regular contact with clients of Product B)

1 = Not important at all 2 = Not important

3 = Neutral

4 = Important

5 = Very important

Not important

at all

Not

important Neutral Important

Very important

Delivering good quality 1 2 3 4 5

Delivery within specification 1 2 3 4 5

No pollution in the products 1 2 3 4 5

Knowledge about the application of the delivered

product in the process of the clients 1 2 3 4 5

Knowledge of ordering systems 1 2 3 4 5

Knowledge of telemetric 1 2 3 4 5

Knowledge of logistics 1 2 3 4 5

Knowledge of the specifications of Product B

1 2 3 4 5

Knowledge of rules and legislation 1 2 3 4 5

Safety 1 2 3 4 5

Appropriate use of safety procedures 1 2 3 4 5

Informing clients about matters concerning safety 1 2 3 4 5

Knowledge of directives of safety 1 2 3 4 5

Safely loading and unloading 1 2 3 4 5

Safe transport 1 2 3 4 5

Offering technical solutions 1 2 3 4 5

Not important

at all

Not

important Neutral Important

Very important

Cooperation when solving problems 1 2 3 4 5

Having the right test-equipment 1 2 3 4 5

Customer focus 1 2 3 4 5

Thinking along with clients 1 2 3 4 5

Good communication 1 2 3 4 5

Good documentation 1 2 3 4 5

A good sales crew 1 2 3 4 5

Frequent visit of a representative of sBU X 1 2 3 4 5

Accessibility 1 2 3 4 5

Big company 1 2 3 4 5

Reliability 1 2 3 4 5

Availability of Product B 1 2 3 4 5

Reliability of delivery 1 2 3 4 5

Continuity of quality of delivered product 1 2 3 4 5

Always possible to place a rush order 1 2 3 4 5

Being flexible at deliveries 1 2 3 4 5

Delivery of the right product 1 2 3 4 5

Delivering service 1 2 3 4 5

Good technical service 1 2 3 4 5

Good customer service 1 2 3 4 5

Good logistical service 1 2 3 4 5

Good price-quality relation 1 2 3 4 5

Value-adding services 1 2 3 4 5

Innovation 1 2 3 4 5

Innovation on product level 1 2 3 4 5

Innovation on transportation 1 2 3 4 5

Innovation on services 1 2 3 4 5

Responsibility for the environment 1 2 3 4 5

Offering solutions which are environmentally

responsible 1 2 3 4 5

Having many rules (bureaucratic) 1 2 3 4 5

Dominant 1 2 3 4 5

Flexible 1 2 3 4 5

sBU X belongs to Company A 1 2 3 4 5

5. Describe in your own words, what image the clients have of sBU X currently?

………

6. Compared to the competitors, how does sBU X distinguish itself in your opinion?

………

7. Can you rate the next aspects in order of importance when considering the wishes of the clients for Product A? (This question is only relevant for the employees that have regular contact with clients of Product A)

1 = Not important at all

2 = Not important

3 = Neutral

4 = Important

5 = Very important

Not important

at all

Not

important Neutral Important

Very important

Delivering good quality 1 2 3 4 5

Delivery within specification 1 2 3 4 5

No pollution in the products 1 2 3 4 5

Knowledge about the application of the delivered

product in the process of the clients 1 2 3 4 5

Knowledge of ordering systems 1 2 3 4 5

Knowledge of telemetric 1 2 3 4 5

Knowledge of logistics 1 2 3 4 5

Knowledge of the specifications of Product A

1 2 3 4 5

Knowledge of rules and legislation 1 2 3 4 5

Safety 1 2 3 4 5

Appropriate use of safety procedures 1 2 3 4 5

Informing clients about matters concerning safety 1 2 3 4 5

Knowledge of directives of safety 1 2 3 4 5

Safely loading and unloading 1 2 3 4 5

Safe transport 1 2 3 4 5

Offering technical solutions 1 2 3 4 5

Cooperation when solving problems 1 2 3 4 5

Having the right test-equipment 1 2 3 4 5

Customer focus 1 2 3 4 5

Thinking along with clients 1 2 3 4 5

Good communication 1 2 3 4 5

Good documentation 1 2 3 4 5

A good sales crew 1 2 3 4 5

Frequent visit of a representative of sBU X 1 2 3 4 5

Accessibility 1 2 3 4 5

Big company 1 2 3 4 5

Reliability 1 2 3 4 5

Availability of Product A 1 2 3 4 5

Reliability of delivery 1 2 3 4 5

Continuity of quality of delivered product 1 2 3 4 5

Always possible to place a rush order 1 2 3 4 5

Being flexible at deliveries 1 2 3 4 5

Delivery of the right product 1 2 3 4 5

Delivering service 1 2 3 4 5

Good technical service 1 2 3 4 5

Good customer service 1 2 3 4 5

Good logistical service 1 2 3 4 5

Good price-quality relation 1 2 3 4 5

Value-adding services 1 2 3 4 5

Innovation 1 2 3 4 5

Innovation on product level 1 2 3 4 5

Innovation on transportation 1 2 3 4 5

Innovation on services 1 2 3 4 5

Responsibility for the environment 1 2 3 4 5

Offering solutions which are environmentally

responsible 1 2 3 4 5

Not important

at all

Not

important Neutral Important

Very important

Having many rules (bureaucratic) 1 2 3 4 5

Dominant 1 2 3 4 5

Flexible 1 2 3 4 5

sBU X belongs to Company A 1 2 3 4 5

sBU X has an broad product range 1 2 3 4 5

8. According to you, what image should clients have of sBU X? (Ideal image)

………

9. Do you think that the name sBU X is an appropriate name for the business in which it is involved?

□ Yes * You can skip question 10

□ No

10. If your answer was no on the previous question, can you suggest a more suitable name?

………

11. The below mentioned statements all concern sBU X. Can you state to which extent you agree or disagree with the next statements by marking the appropriate number.

1 = Disagree strongly 2 = Disagree

3 = Undecided 4 = Agree

5 = Agree strongly

Disagree strongly

Dis- agree

Un-

decided Agree

Agree strongly

sBU X is innovative 1 2 3 4 5

sBU X is innovative on product level 1 2 3 4 5

sBU X is innovative in transportation 1 2 3 4 5

SBU X is innovative in services 1 2 3 4 5

sBU X has knowledge about the application of the

product in the process of the client 1 2 3 4 5

sBU X has knowledge of ordering systems 1 2 3 4 5

sBU X has knowledge of telemetric 1 2 3 4 5

sBU X has knowledge of logistics 1 2 3 4 5

sBU X has knowledge of Product B 1 2 3 4 5

sBU X has knowledge of Product A

1 2 3 4 5

sBU X has knowledge of rules and legislations 1 2 3 4 5

sBU X transports the product safely 1 2 3 4 5

sBU X loads the product safely 1 2 3 4 5

sBU X has knowledge of the directives of safety 1 2 3 4 5

sBU X uses the safety procedures correctly 1 2 3 4 5

sBU X informs the clients about matters concerning

safety 1 2 3 4 5

sBU X is reliable 1 2 3 4 5

The product is always available 1 2 3 4 5

Disagree strongly

Dis- agree

Un-

decided Agree

Agree strongly

sBU X delivers the product on time 1 2 3 4 5

At sBU X clients can always place a rush order 1 2 3 4 5

sBU X delivers the products with a continuous quality

1 2 3 4 5

sBU X is flexible towards deliveries 1 2 3 4 5

sBU X delivers always the right product 1 2 3 4 5

sBU X feels responsible for the environment 1 2 3 4 5

sBU X offers solutions which are environmental

responsible 1 2 3 4 5

sBU X offers good services 1 2 3 4 5

sBU X offers good technical services 1 2 3 4 5

sBU X has a good customer services 1 2 3 4 5

sBU X offers a price-quality relation 1 2 3 4 5

sBU X adds value 1 2 3 4 5

sBU X has a customer focus 1 2 3 4 5

sBU X thinks along with their clients 1 2 3 4 5

sBU X communicates well with their clients 1 2 3 4 5

sBU X documents well 1 2 3 4 5

A representative of sBU X visits the clients enough

1 2 3 4 5

sBU X is easily accessible 1 2 3 4 5

It is an advantage that sBU X is part of Company A

1 2 3 4 5

sBU X has to many rules (bureaucratic) 1 2 3 4 5

sBU X is dominant 1 2 3 4 5

sBU X is flexible 1 2 3 4 5

sBU X offers the right solutions 1 2 3 4 5

sBU X has the right test-equipment 1 2 3 4 5

sBU X cooperates with the clients to find solutions

1 2 3 4 5

sBU X delivers a product with a good quality 1 2 3 4 5

sBU X delivers within the specifications 1 2 3 4 5

sBU X delivers pure products 1 2 3 4 5

sBU X has a good logistical service 1 2 3 4 5

sBU X has a capable sales crew 1 2 3 4 5

Other remarks:

………

………

………

………

I would like to thank you for your cooperation.

Annex 7 Questionnaire desired identity

Deze enquête bestaat uit 6 vragen en het beantwoorden zal ongeveer 15 minuten in beslag nemen.

Alvast bedankt voor het invullen van deze enquête.

1. Beschrijf met u eigen woorden wat voor imago het management team van sBU X wil uitstralen naar de klant.

………

2. Beschrijf met u eigen woorden wat voor imago sBU X uitstraalt naar de klant.

………

3. Noem een aantal huidige kenmerken die typerend zijn voor de uitstraling van sBU X naar de klant en geef aan hoe belangrijk deze volgens u zijn.

Bijvoorbeeld Albert Heijn heeft een grote diversiteit aan luxe producten in het assortiment. Grote diversiteit van luxe producten is een kenmerk wat typerend is voor de Albert Heijn.

Heel

belangrijk Belangrijk Neutraal Onbelangrijk Zeer onbelangrijk

1 2 3 4 5

……….. 1 2 3 4 5

…..……….. 1 2 3 4 5

….……… 1 2 3 4 5

………... 1 2 3 4 5

………. 1 2 3 4 5

………..…… 1 2 3 4 5

…….………. 1 2 3 4 5

….……… 1 2 3 4 5

4. In welke aspecten onderscheidt sBU X zich van de concurrentie?

………

5. Wat zijn de belangrijkste criteria voor de klanten van Product B voor de keuze van sBU X als leverancier? Kunt u ze in volgorde van belangrijkheid zetten.

1. ………..

2. ………..

3. ………..

4. ………..

5. ………..

5a. Geef bij elk van de bovengenoemde criteria aan of, en zo ja op welke manier, sBU X volgens u hierop inspringt.

1. ………...

2. ………..………

3. ………..………

4. ………..………

5. ………..………

6. Wat zijn de belangrijkste criteria voor de klanten van Product A voor de keuze van sBU X als leverancier? Kunt u ze in volgorde van belangrijkheid zetten.

1. ………..

2. ………..

3. ………..

4. ………..

5. ………..

6a. Geef bij elk van de bovengenoemde criteria aan of, en zo ja op welke manier, sBU X volgens u hierop inspringt.

1. ………...

2. ………..………

3. ………..………

4. ………..………

5. ………..………

Hartelijk dank voor uw medewerking.

Annex 8 Questionnaire image 1. In welk segment is uw bedrijf actief?

□ 1

□ 2

□ 3

□ 4

□ 5

□ 6

□ Anders namelijk; ………...

2. Wat is de toepassing van producten voor waterbehandeling in uw proces?

………

3. Kunt u aangeven hoelang u klant bent bij sBU X?

□ 0 – 2 jaar

□ 2 – 5 jaar

□ Langer dan 5 jaar

□ Ben op dit moment geen klant meer

4. Wat is uw persoonlijke rol in het inkoopproces binnen het bedrijf waar u werkzaam bent.

□ Beïnvloeder

□ Beslisser

□ Anders namelijk; ………...

5. Kende u de naam sBU X vóór deze enquête?

□ Ja

□ Nee

6. Wat komt er als eerste bij u op wanneer u aan de subbusiness unit sBU X van Company A denkt?

………

7. Hoe is de door bij vraag 6 genoemde associatie ontstaan?

………

8. Beschrijf met uw eigen woorden welk imago sBU X bij u heeft.

………

9. sBU X levert producten en services, zoals logistieke services en technische ondersteuning. Bij de levering van de producten en services zijn de onderstaande aspecten van belang. Kunt u bij de hier onder genoemde aspecten aangeven hoe belangrijk deze voor u zijn. Dit kunt u doen door de cijfers te omcirkelen. De cijfers betekenen het volgende:

1 = Helemaal niet belangrijk 2 = Niet belangrijk

3 = Neutraal

4 = Belangrijk

5 = Heel belangrijk

Helemaal niet belangrijk

Niet

belangrijk Neutraal Belangrijk

Heel belangrijk

Leveren van goede kwaliteit 1 2 3 4 5

Leveren binnen de specificaties 1 2 3 4 5

Weinig vervuiling in het product 1 2 3 4 5

Kennis over de toepassing van het geleverde

product in uw proces 1 2 3 4 5

Kennis over ordersystemen 1 2 3 4 5

Kennis over telemetrie 1 2 3 4 5

Kennis over logistiek 1 2 3 4 5

Kennis over productiën voor waterbehandeling 1 2 3 4 5

Kennis over wet- en regelgeving 1 2 3 4 5

Veiligheid 1 2 3 4 5

Juist gebruik van veiligheidsprocedures 1 2 3 4 5

U inlichten over de zaken betreffende veiligheid 1 2 3 4 5

Kennis over richtlijnen veiligheid 1 2 3 4 5

Veilig laden en lossen 1 2 3 4 5

Veilig transporteren 1 2 3 4 5

Bieden van technische oplossingen 1 2 3 4 5

Samenwerken bij oplossen van problemen 1 2 3 4 5

Hebben van juiste test apparatuur 1 2 3 4 5

Klantgerichtheid 1 2 3 4 5

Meedenken met de klant 1 2 3 4 5

Goede communicatie 1 2 3 4 5

Goede documentatie 1 2 3 4 5

Goede verkoopmedewerkers 1 2 3 4 5

Frequent bezoek van de vertegenwoordiger van

sBU X 1 2 3 4 5

Bereikbaarheid 1 2 3 4 5

Groot bedrijf 1 2 3 4 5

Betrouwbaarheid 1 2 3 4 5

Beschikbaarheid van productiën 1 2 3 4 5

Leverbetrouwbaarheid 1 2 3 4 5

Continuïteit van de kwaliteit van het geleverde

product 1 2 3 4 5

Spoedorder kan altijd geplaatst worden 1 2 3 4 5

Flexibel zijn bij leveringen 1 2 3 4 5

Het juiste product wordt geleverd 1 2 3 4 5

Het leveren van service 1 2 3 4 5

Goede technische service 1 2 3 4 5

Goede klantenservice 1 2 3 4 5

Goede logistieke service 1 2 3 4 5

Goede prijs-kwaliteit verhouding 1 2 3 4 5

Waarde toevoegende services 1 2 3 4 5

Innovatie 1 2 3 4 5

Innovatie op product niveau 1 2 3 4 5

Innovatie op transport 1 2 3 4 5

Innovatie op service 1 2 3 4 5

Verantwoordelijk voor de omgeving 1 2 3 4 5

Bieden van oplossing die goed voor het milieu zijn 1 2 3 4 5

Helemaal niet belangrijk

Niet

belangrijk Neutraal Belangrijk

Heel belangrijk

Het hebben van veel regels 1 2 3 4 5

Dominant 1 2 3 4 5

Flexibel 1 2 3 4 5

sBU X hoort bij Company A 1 2 3 4 5

10. Beschrijf met uw eigen woorden de positieve aspecten van het imago dat u van sBU X heeft.

………

11. Beschrijf met u eigen woorden de negatieve aspecten van het imago dat u van sBU X heeft.

………

12. Kijkend naar de toekomst, op welke gebieden zou u graag verbeteringen zien bij sBU X.

………

12a. Wat zou er op het bovengenoemde gebied veranderd moeten worden?

………

13. De onderstaande stellingen hebben betrekking op sBU X. Kunt u aangeven in hoeverre u het met de volgende stellingen eens bent door het juiste cijfer te omcirkelen. De cijfers betekenen het volgende:

1 = Helemaal mee oneens 2 = Oneens

3 = Niet eens en niet oneens 4 = Mee eens

5 = Helemaal mee eens

Helemaal mee

oneens Oneens

Niet eens en niet

oneens Mee eens

Helemaal mee eens

sBU X is innovatief 1 2 3 4 5

sBU X is innovatief op product niveau 1 2 3 4 5

sBU X is innovatief op het gebied van transport 1 2 3 4 5

sBU X is innovatief op het gebied van service 1 2 3 4 5

sBU X heeft kennis over de toepassing van het

product in uw proces 1 2 3 4 5

sBU X heeft kennis over ordersystemen 1 2 3 4 5

sBU X heeft kennis over telemetrie 1 2 3 4 5

sBU X heeft kennis over logistiek 1 2 3 4 5

sBU X heeft kennis over productiën voor

waterbehandeling 1 2 3 4 5

sBU X heeft kennis van de wet- en regelgeving 1 2 3 4 5

sBU X vervoert het product veilig 1 2 3 4 5

sBU X lost het product veilig 1 2 3 4 5

sBU X heeft kennis over richtlijnen van veiligheid

1 2 3 4 5

Helemaal mee

oneens Oneens

Niet eens en niet

oneens Mee eens

Helemaal mee eens sBU X maakt juist gebruik van veiligheidsprocedures

1 2 3 4 5

sBU X licht u in over veiligheid 1 2 3 4 5

sBU X is betrouwbaar 1 2 3 4 5

Het product is altijd aanwezig 1 2 3 4 5

sBU X levert het product op tijd 1 2 3 4 5

Bij sBU X kan altijd een spoedorder geplaatst worden

1 2 3 4 5

sBU X levert continue kwaliteit van productiën 1 2 3 4 5

sBU X is flexibel ten aanzien van leveringen 1 2 3 4 5

sBU X levert altijd het juiste product 1 2 3 4 5

sBU X is verantwoordelijk voor de omgeving 1 2 3 4 5

sBU X biedt oplossingen die goed voor het milieu zijn

1 2 3 4 5

sBU X levert goede service 1 2 3 4 5

sBU X levert goede technische service 1 2 3 4 5

sBU X heeft een goede klantenservice 1 2 3 4 5

sBU X levert een goede prijs-kwaliteit verhouding

1 2 3 4 5

sBU X voegt waarde toe 1 2 3 4 5

sBU X is klantgericht 1 2 3 4 5

sBU X denkt mee met de klant 1 2 3 4 5

sBU X communiceert goed met u 1 2 3 4 5

sBU X documenteert goed 1 2 3 4 5

Een vertegenwoordiger van sBU X komt vaak genoeg

op bezoek bij u 1 2 3 4 5

sBU X is bereikbaar 1 2 3 4 5

Het is een voordeel dat sBU X bij een groot bedrijf

hoort 1 2 3 4 5

sBU X hanteert teveel regels 1 2 3 4 5

sBU X is dominant 1 2 3 4 5

sBU X is flexibel 1 2 3 4 5

sBU X biedt juiste oplossingen 1 2 3 4 5

sBU X beschikt over de juiste test apparatuur 1 2 3 4 5

sBU X werkt samen met u bij het vinden van

oplossingen 1 2 3 4 5

sBU X levert goede kwaliteit product 1 2 3 4 5

sBU X levert binnen de specificaties 1 2 3 4 5

sBU X levert zuivere producten 1 2 3 4 5

sBU X heeft een goede logistieke service 1 2 3 4 5

sBU X heeft capabele verkoopmanagers 1 2 3 4 5

14. Kijkend naar productniveau, op welke aspecten zou u sBU X graag zien innoveren?

………

15. Kijkend naar service niveau, op welke aspecten zou u sBU X graag zien innoveren?

………

16. De onderstaande stellingen hebben betrekking op sBU X. Kunt u aangeven of de stelling de ideale situatie beschrijft of een niet ideale situatie beschrijft. Dit kunt u doen door het juiste cijfer te

omcirkelen. De cijfers betekenen:

1 = Helemaal niet ideaal 2 = Niet ideaal

3 = Neutraal 4 = Ideaal

5 = Helemaal ideaal

Helemaal niet ideaal

Niet

ideaal Neutraal Ideaal

Helemaal ideaal

sBU X biedt oplossingen aan 1 2 3 4 5

sBU X heeft kennis 1 2 3 4 5

sBU X is betrouwbaar 1 2 3 4 5

sBU X is verantwoordelijk voor de omgeving 1 2 3 4 5

sBU X biedt de juiste prijs 1 2 3 4 5

sBU X biedt goede services aan 1 2 3 4 5

sBU X is klantgericht 1 2 3 4 5

sBU X is een groot bedrijf 1 2 3 4 5

sBU X is innovatief 1 2 3 4 5

sBU X levert kwaliteit 1 2 3 4 5

sBU X vindt veiligheid belangrijk 1 2 3 4 5

Hartelijk dank voor uw medewerking. sBU X zal de resultaten gebruiken om haar beleid af te stemmen

op de wensen van u als klant.

Annex 9 Codebook SPSS

Codebook identity:

Question number Description Variable Code

Identification number Ident 1-….

1 Job function Job function 0 = missing value

1 = marketing 2 = sales 3 = logistics 4 = TSMD

5 = customer service desk

6 = others

2 How many years

working

WorkYears 0 = missing value 1 = 0 – 5

2 = 6 – 10 3 = 11 – 15 4 = 16 – 20 5 = longer than 20

3 Contact with which

clients

Contact 1 = Product B 2 = Product A 3 = Both

4 Importance all the

attributes Sodium Hypochlroite

Im (name attribute) Hypo

0 = Missing value 1 = Not important at all 2 = Not important 3 = Neutral 4 = Important 5 = Very important

5 Open question

6 Open question

7 Importance all the

attributes Product A

Im (name attribute) 0 = Missing value 1 = Not important at all 2 = Not important 3 = Neutral 4 = Important 5 = Very important

8 Open question

9 Appropriate name Name 0 = Missing value

1 = Yes 2 = No

10 Open question

11 Evaluation of all the

attributes

Evaluation (name attribute)

0 = Missing value

1 = Totally disagree

2 = Disagree

3 = Neutral

4 = Agree

5 = Totally agree

Codebook Image:

Question number Description Variable Code

Identification number Ident 1-….

1 Segmenten Product A Segment 0 = Missing value

1 = Municipal wast water

2 = Industrial waste water

3 = Drinking water 4 = Cooling water 5 = Industrial appl.

6 = others

or

1 Segmenten Product B Segment 0 = Missing value

1 = Starch

2 = Textile and fibers 3 = Waste water treatment

4 = Drinking water 5 = Cooling water 6 = Cleaning and disinfecting 7 = Distribution

2 Open qustion

3 How many years client Years client 0 = Missing value 1 = 0 – 2

2 = 2 – 5

3 = Longer than 5 years

4 = No client more

4 Role in purchase Role 0 = Missing value

1 = Influencer 2 = Decider

5 Name familiar bofore

questionnairre

Name 0 = Missing value 1 = Yes

2 = No

6 Open question

7 Open question

8 Open question

9 Importance all the

attributes

Im (name attribute) 0 = Missing value 1 = Not important at all 2 = Not important 3 = Neutral 4 = Important 5 = Very important

10 Open question

11 Open question

12 Open question

13 Evaluation of all the

attributes

Evaluation (name attribute)

0 = Missing value 1 = Totally disagree 2 = Disagree 3 = Neutral 4 = Agree 5 = Totally agree

14 Open question

15 Open question

16 Attributes optimal Optimal (name point) 0 = Missing value

1 = Not ideal at all

2 = Not ideal

3 = Neutral

4 = Ideal

5 = Very ideal

Annex 10 Cronbach’s Alpha

Reliability Statistics ‘Solution provider’

Cronbach’s alpha – 0,634 N = 3

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted Offering techn

.solution ^{1,06 1,222 ,413 ,578}

Having the right test-

equipment ^{1,41 1,152 ,484 ,476}

Cooperation when

problems ^{1,16 1,233 ,432 ,549}

Reliability Statistics ‘Quality’

Cronbach’s alpha – 0,773 N = 4

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

Continuity of quality 2,88 1,919 ,697 ,666

Delivering good

quality ^{2,63 2,565 ,825 ,603}

Delivery within

specifications ^{2,47 3,612 ,479 ,781}

No pollution ^{3,00 2,774 ,468 ,779}

Reliability Statistics ‘Know-how’

Cronbach’s alpha – 0,565 N = 7

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted Knowl. of

application ^{6,63 3,403 ,119 ,579}

Knowl. of ordering 6,88 3,145 ,289 ,528

Knowl. of telemetric 6,94 3,544 -,004 ,625

Knowl. of logistics ^{6,88 2,758 ,574 ,434}

Knowl .of product ^{6,41 2,378 ,465 ,442}

Knowl. of rules and

regulations ^{7,00 3,097 ,199 ,562}

Knowl. of directive

of safety ^{6,53 2,580 ,439 ,460}

Reliability Statistics ‘Safety’

Cronbach’s alpha – 0,834 N = 5

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

Safe transportation _{5,13 4,565 ,738 ,785}

Safely loading and

unloading ^{5,00 4,516 ,748 ,782}

Appropriate use of

safety procedures ^{5,16 4,007 ,824 ,749}

Knowledge of

directive of safety ^{5,19 4,415 ,636 ,801}

Informing clients

about safety ^{5,66 3,781 ,469 ,896}

Reliability Statistics ‘Reliable’

Cronbach’s alpha – 0,658 N = 5

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

Reliability 3,34 3,523 ,188 ,730

Availability ^{3,78 3,789 ,441 ,611}

Reliability of delivery ^{3,75 3,677 ,559 ,580}

Continuity of quality 3,84 2,072 ,715 ,411

Delivery right product 3,78 3,467 ,384 ,618

Reliability Statistics ‘Environment’

Cronbach’s alpha – 0,391 N = 2

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted Responsibility for

the environment ^{,72 ,338 ,252 .(a)}

Offering environmental responsible solutions

1,00 ,194 ,252 .(a)

a The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.

Reliability Statistics ‘Service Provider’

Cronbach’s alpha – 0,754 N = 4

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted Delivering

services ^{3,09 1,701 ,723 ,587}

Technical services ^{3,03 2,354 ,507 ,719}

Customer services ^{2,88 2,500 ,579 ,692}

Logistical services ^{3,09 2,475 ,437 ,755}

Reliability Statistics ‘Price’

Cronbach’s alpha – 0,336 N = 2

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

Price - quality relation ^{,03 ,467 ,206 .(a)}

Added value ^{,53 ,322 ,206 .(a)}

a The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.

Reliability Statistics ‘Innovation’

Cronbach’s alpha – 0,905 N = 4

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

Innovation ,78 6,370 ,773 ,884

Innovation on

product level ^{,50 5,032 ,868 ,848}

Innovation on

transportation ^{,75 6,258 ,842 ,864}

Innovation on

services ^{,50 5,871 ,706 ,908}

Reliability Statistics ‘Main Company’

Cronbach’s alpha – 0,631 N = 5

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

Reliability 1,28 1,951 ,553 ,440

Bureaucratic ^{2,03 2,934 ,314 ,622}

Dominant 2,50 2,516 ,369 ,590

Main company 1,88 2,371 ,419 ,555

sBU X belongs to

Company A ^{1.,88 2,371 ,419 ,555}

Reliability Statistics ‘Customer focus’

Cronbach’s alpha – 0,822 N = 11

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

Good sales crew 5,38 22,500 ,388 ,816

Flexible 6,06 19,060 ,644 ,791

Accessibility 5,69 21,206 ,472 ,809

Frequent visit sBU X 5,69 23,286 ,174 ,831

Documentation _{6,00 22,387 ,325 ,820}

Communication 5,94 19,319 ,663 ,790

Think along with

clients ^{5,88 19,645 ,664 ,791}

Customer focus 5,81 19,706 ,566 ,800

Flexible at deliveries 5,59 18,765 ,642 ,791

Rush order 6,00 20,387 ,394 ,820

Cooperation when

problems ^{5,72 21,628 ,424 ,813}

Annex 11 Frequency tables

Frequency table Product A identity

Dis- agree strongly

Dis- agree

Un-

decided Agree

Agree strongly

sBU X is innovative 37,5% 37,5% 25,0%

sBU X is innovative on product level 43,8% 6,3% 43,8% 6,3%

sBU X is innovative in transportation 31,3% 43,8% 25,0%

sBU is innovative in services 25,0% 31,3% 31,3% 12,5%

sBU X has knowledge about the application of the

product in the process of the client ^{75,0% 25,0%}

sBU X has knowledge of ordering systems 12,5% 81,3% 6,3%

sBU X has knowledge of telemetrie 18,8% 75,0% 6,3%

sBU X has knowledge of logistics 12,5% 81,3% 6,3%

sBU X has knowledge of Product A 6,3% 50,0% 43,8%

sBU X has knowledge of rules and legislations 18,8% 68,8% 12,5%

sBU X transport the product safely 56,3% 43,8%

sBU X loads the product safely 43,8% 56,3%

sBU X has knowledge of the directives of safety 6,3% 50,0% 43,8%

sBU X uses the safety procedures correctly 6,3% 43,8% 50,0%

sBU X informs the clients about matters concerning

safety ^{12,5% 12,5% 50,0% 25,0%}

sBU X is reliable 18,8% 37,5% 43,8%

The product is always available 25,0% 75,0%

sBU X delivers the product on time 18,8% 81,3%

At sBU X clients can always place a rush order 6,3% 18,8% 18,8% 56,3%

sBU X delivers the products with a continuous quality 12,5% 12,5% 62,5% 12,5%

sBU X is flexible towards deliveries 6,3% 31,3% 43,8% 18,8%

sBU X delivers always the right product 18,8% 68,8% 12,5%

sBU X feels responsible for the environment 12,5% 81,3% 6,3%

sBU X offers solutions which are environmental

responsible ^{31,3% 62,5% 6,3%}

sBU X offers good services 6,3% 12,5% 62,5% 18,8%

sBU X offers good technical services 18,8% 62,5% 18,8%

sBU X has a good customer services 6,3% 68,8% 25,0%

sBU X offers a price-quality relation 50,0% 50,0%

sBU X adds value 25,0% 43,8% 31,3%

sBU X has a customer focus 18,8% 25,0% 50,0% 6,3%

sBU X thinks along with their clients 12,5% 31,3% 56,3%

sBU X communicates well with their clients 18,8% 18,8% 62,5%

sBU X documents well 6,3% 50,0% 43,8%

A representative of sBU X visits the clients enough 37,5% 56,3% 6,3%

sBU X is easily accessible 6,3% 31,3% 56,3% 6,3%

It is an advantage that sBU X is part of Company A 43,8% 43,8% 12,5%

sBU X has to many rules (bureaucratic) 18,8% 50,0% 31,3%

Dis- agree strongly

Dis- agree

Un-

decided Agree

Agree strongly

sBU X is dominant 68,8% 31,3%

sBU X is flexible 18,8% 37,5% 37,5% 6,3%

sBU X offers the right solutions 31,3% 56,3% 12,5%

sBU X has the right test-equipment 6,3% 50,0% 43,8%

sBU X cooperates with the clients to find solutions 6,3% 25,0% 68,8%

sBU X delivers a product with a good quality 18,8% 68,8% 12,5%

sBU X delivers within the specifications 81,3% 18,8%

sBU X delivers pure products 6,3% 18,8% 68,8% 6,3%

sBU X has a good logistical service 31,3% 56,3% 12,5%

sBU X has a capable sales crew 12,5% 75,0% 12,5%

Frequency table Product B identity

Dis- agree strongly

Dis- agree

Un-

decided Agree

Agree strongly

sBU X is innovative 18,8% 37,5% 43,8%

sBU X is innovative on product level 25,0% 68,8% 6,3%

sBU X is innovative in transportation 18,8% 37,5% 43,8%

sBU X is innovative in services 18,8% 37,5% 31,3% 12,5%

sBU X has knowledge about the application of the

product in the process of the client ^{75,0% 25,0%}

sBU X has knowledge of ordering systems 6,3% 81,3% 12,5%

sBU X has knowledge of telemetrie 12,5% 75,0% 12,5%

sBU X has knowledge of logistics 6,3% 81,3% 12,5%

sBU X has knowledge of Product A 37,5% 62,5%

sBU X has knowledge of rules and legislations 25,0% 68,8% 6,3%

sBU X transport the product safely 62,5% 37,5%

sBU X loads the product safely 50,0% 50,0%

sBU X has knowledge of the directives of safety 6,3% 56,3% 37,5%

sBU X uses the safety procedures correctly 6,3% 56,3% 37,5%

sBU X informs the clients about matters concerning

safety ^{6,3% 31,3% 31,3% 31,3%}

sBU X is reliable 6,3% 6,3% 37,5% 50,0%

The product is always available 12,5% 81,3% 6,3%

sBU X delivers the product on time 12,5% 81,3% 6,3%

At sBU X clients can always place a rush order 18,8% 18,8% 56,3% 6,3%

sBU X delivers the products with a continuous quality 18,8% 62,5% 18,8%

sBU X is flexible towards deliveries 12,5% 18,8% 43,8% 25,0%

sBU X delivers always the right product 6,3% 18,8% 68,8% 6,3%

sBU X feels responsible for the environment 6,3% 81,3% 12,5%

sBU X offers solutions which are environmental

responsible ^{37,5% 56,3% 6,3%}

sBU X offers good services 6,3% 12,5% 62,5% 18,8%

Dis- agree strongly

Dis- agree

Un-

decided Agree

Agree strongly sBU X offers good technical services 18,8% 62,5% 18,8%

sBU X has a good customer services 6,3% 75,0% 18,8%

sBU X offers a price-quality relation 50,0% 43,8% 6,3%

sBU X adds value 18,8% 56,3% 25,0%

sBU X has a customer focus 12,5% 12,5% 68,8% 6,3%

sBU X thinks along with their clients 12,5% 18,8% 62,5% 6,3%

sBU X communicates well with their clients 18,8% 18,8% 62,5%

sBU X documents well 6,3% 50,0% 43,8%

A representative of sBU X visits the clients enough 6,3% 18,8% 75,0%

sBU X is easily accessible 31,3% 56,3% 12,5%

It is an advantage that sBU X is part of Company A 50,0% 31,3% 18,8%

sBU X has to many rules (bureaucratic) 31,3% 50,0% 18,8%

sBU X is dominant 43,8% 50,0% 6,3%

sBU X is flexible 18,8% 37,5% 37,5% 6,3%

sBU X offers the right solutions 43,8% 43,8% 12,5%

sBU X has the right test-equipment 6,3% 50,0% 37,5% 6,3%

sBU X cooperates with the clients to find solutions 6,3% 25,0% 62,5% 6,3%

sBU X delivers a product with a good quality 12,5% 62,5% 25,0%

sBU X delivers within the specifications 81,3% 18,8%

sBU X delivers pure products 12,5% 25,0% 56,3% 6,3%

sBU X has a good logistical service 12,5% 68,8% 18,8%

sBU X has a capable sales crew 12,5% 75,0% 12,5%

Frequency table Product A image

Dis- agree strongly

Dis- agree

Un-

decided Agree

Agree strongly

sBU X is innovative 82,1% 10,7% 7,1%

sBU X is innovative on product level 64,3% 28,6% 7,1%

sBU X is innovative in transportation 3,6% 67,9% 25,0% 3,6%

sBU X is innovative in services 78,6% 10,7% 10,7%

sBU X has knowledge about the application of the

product in the process of the client ^{17,2% 58,6% 24,1%}

sBU X has knowledge of ordering systems 50,0% 50,0%

sBU X has knowledge of telemetrie 78,6% 17,9% 3,6%

sBU X has knowledge of logistics 3,6% 42,9% 46,4% 7,1%

sBU X has knowledge of Product A 24,1% 37,9% 37,9%

sBU X has knowledge of rules and legislations 27,6% 51,7% 20,7%

sBU X transport the product safely 20,7% 37,9% 41,4%

sBU X loads the product safely 20,7% 37,9% 41,4%

sBU X has knowledge of the directives of safety 20,7% 41,4% 37,9%

sBU X uses the safety procedures correctly 35,7% 46,4% 17,9%

sBU X informs the clients about matters concerning

safety ^{3,6% 67,9% 10,7% 17,9%}

Dis- agree strongly

Dis- agree

Un-

decided Agree

Agree strongly

sBU X is reliable 21,4% 42,9% 35,7%

The product is always available 25,0% 28,6% 46,4%

sBU X delivers the product on time 20,7% 37,9% 41,4%

At sBU X clients can always place a rush order 3,7% 33,3% 37,0% 25,9%

sBU X delivers the products with a continuous quality 14,3% 50,0% 35,7%

sBU X is flexible towards deliveries 28,6% 39,3% 32,1%

sBU X delivers always the right product 3,6% 17,9% 32,1% 46,4%

sBU X feels responsible for the environment 3,7% 59,3% 22,2% 14,8%

sBU X offers solutions which are environmental

responsible ^{7,4% 66,7% 11,1% 14,8%}

sBU X offers good services 50,0% 28,6% 21,4%

sBU X offers good technical services 10,7% 39,3% 21,4% 28,6%

sBU X has a good customer services 46,4% 25,0% 28,6%

sBU X offers a price-quality relation 67,9% 21,4% 10,7%

sBU X adds value 18,5% 63,0% 14,8% 3,7%

sBU X has a customer focus 39,3% 46,4% 14,3%

sBU X thinks along with their clients 32,1% 50,0% 17,9%

sBU X communicates well with their clients 35,7% 39,3% 25,0%

sBU X documents well 53,6% 35,7% 10,7%

A representative of sBU X visits the clients enough 35,7% 46,4% 17,9%

sBU X is easily accessible 25,0% 42,9% 32,1%

It is an advantage that sBU X is part of Company A 3,6% 14,3% 78,6% 3,6%

sBU X has to many rules (bureaucratic) 7,4% 92,6%

sBU X is dominant 7,4% 29,6% 55,6% 7,4%

sBU X is flexible 7,1% 3,6% 57,1% 28,6% 3,6%

sBU X offers the right solutions 3,6% 46,4% 46,4% 3,6%

sBU X has the right test-equipment 82,1% 17,9%

sBU X cooperates with the clients to find solutions 50,0% 32,1% 17,9%

sBU X delivers a product with a good quality 17,9% 35,7% 46,4%

sBU X delivers within the specifications 21,4% 39,3% 39,3%

sBU X delivers pure products 21,4% 42,9% 35,7%

sBU X has a good logistical service 39,3% 35,7% 25,0%

sBU X has a capable sales crew 57,1% 17,9% 25,0%

sBU X has a broad product range 46,4% 35,7% 17,9%

Frequency table Product B image

Dis- agree strongly

Dis- agree

Un-

decided Agree

Agree strongly

sBU X is innovative 86,7% 13,3%

sBU X is innovative on product level 93,3% 6,7%

sBU X is innovative in transportation 93,3% 6,7%

sBU X is innovative in services 73,3% 26,7%

sBU X has knowledge about the application of the

product in the process of the client ^{6,7% 40,0% 46,7% 6,7%}

sBU X has knowledge of ordering systems 60,0% 40,0%

sBU X has knowledge of telemetrie 80,0% 20,0%

sBU X has knowledge of logistics 40,0% 60,0%

Dis- agree strongly

Dis- agree

Un-

decided Agree

Agree strongly

sBU X has knowledge of Product A 20,0% 46,7% 33,3%

sBU X has knowledge of rules and legislations 26,7% 53,3% 20,0%

sBU X transport the product safely 26,7% 53,3% 20,0%

sBU X loads the product safely 20,0% 60,0% 20,0%

sBU X has knowledge of the directives of safety 33,3% 46,7% 20,0%

sBU X uses the safety procedures correctly 26,7% 53,3% 20,0%

sBU X informs the clients about matters concerning

safety ^{6,7% 33,3% 46,7% 13,3%}

sBU X is reliable 6,7% 26,7% 46,7% 20,0%

The product is always available 40,0% 60,0%

sBU X delivers the product on time 26,7% 73,3%

At sBU X clients can always place a rush order 6,7% 53,3% 40,0%

sBU X delivers the products with a continuous quality 13,3% 80,0% 6,7%

sBU X is flexible towards deliveries 66,7% 33,3%

sBU X delivers always the right product 20,0% 60,0% 20,0%

sBU X feels responsible for the environment 60,0% 33,3% 6,7%

sBU X offers solutions which are environmental

responsible ^{73,3% 26,7%}

sBU X offers good services 26,7% 60,0% 13,3%

sBU X offers good technical services 53,3% 26,7% 20,0%

sBU X has a good customer services 40,0% 46,7% 13,3%

sBU X offers a price-quality relation 86,7% 13,3%

sBU X adds value 6,7% 73,3% 20,0%

sBU X has a customer focus 13,3% 26,7% 60,0%

sBU X thinks along with their clients 13,3% 40,0% 46,7%

sBU X communicates well with their clients 6,7% 26,7% 66,7%

sBU X documents well 6,7% 40,0% 53,3%

A representative of sBU X visits the clients enough 6,7% 40,0% 40,0% 13,3%

sBU X is easily accessible 20,0% 80,0%

It is an advantage that sBU X is part of Company A 80,0% 20,0%

sBU X has to many rules (bureaucratic) 13,3% 80,0% 6,7%

sBU X is dominant 20,0% 73,3% 6,7%

sBU X is flexible 66,7% 33,3%

sBU X offers the right solutions 46,7% 53,3%

sBU X has the right test-equipment 86,7% 13,3%

sBU X cooperates with the clients to find solutions 6,7% 53,3% 40,0%

sBU X delivers a product with a good quality 6,7% 80,0% 13,3%

sBU X delivers within the specifications 6,7% 80,0% 13,3%

sBU X delivers pure products 6,7% 86,7% 6,7%

sBU X has a good logistical service 26,7% 73,3%

sBU X has a capable sales crew 40,0% 60,0%

Annex 12 Product stewardship

Some examples of the safety aspects, both environment and personal safety, of Product Stewardship within the sBU sBU X are:

within the company:

-

Certification ISO 9000, 14000 and 18000 (OSHAS)

-

Behavior Based Safety (BBS) program

-

RI&E, HAZOP-studies

Towards customers

-

first delivery inspection at customers, incl. process safety and working conditions

-

selected transporters are assessed according to the Safety Quality Assessment System of

CEFIC (SQAS)

-

dedicated transport, a.o. to prevent contamination of the product and therewith off-spec

product and/or waste

-

safety assessment of unloading facilities of the customer

-

Risks of substances are inventoried and laid down in Safety Data Sheets (SDSs). SDSs are

supplied to our customers.

-

Emergency response, a Responsible care activity

Annex 13 Attributes

Employees Management Previous

research

Literature Clients Reliability Price – quality

relation

Quality sales manager

Reliability Responsibility of environment

Quality Supply reliability Correct information

Quality Know-how Transportation Safety Frequency of

visits

Safety Reliable Knowledge Innovation Quality technical

services

Adding value High quality Service (customer

and logistical)

Reliable Handling phone

contacts

Reliability of

delivery Technical support Professionalism Accessibility Think along Support by finding

solutions

Know- How Supply reliability Informing about safety

Relational tie Flexibility Safety Safe transport Professionalism Solution provider Documentation Innovation on

service level

Empathy Ordering Innovation on

transport

Test equipment Telemetric Dominant

Open Logistics Inflexible

Call by problems Broad product range

Bureaucratic

Safety

Price

Sales crew

Stability product

Delivery guarantee

Availability

Complain Handling

Application

High standard

Within specification Cooperation with clients

Directive safety

Rules and regulations Continuity of quality Product innovation

Flexible