Appendix I Organization chart Neopost Group

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Appendix I Organization chart Neopost Group

Finance Legal Corporate

Partnerships Human Resources Marketing &

Strategy

Field Europe Logistic Systems Field N.A. and

Japan Industrial

Neopost Germany Neopost Ltd.

Neopost Italy Satas Neopost Belgium International

BD

Neopost France

Neopost Holland

Hasler Inc.

Neopost Inc.

Neopost Canada

Neopost Japan MSI

NISA NTBV

R&D Quality Supply Chain CEO

Figure 1.1: Organization chart Neopost Group (Neopost Group Intranet, 2005)

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Appendix II Customer segmentation criteria

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Appendix III Letter to Service Directors Neopost Group OpCo’s

Dear all,

I would like to ask your cooperation for a study on service contracts and policies we are starting.

In the attached memo you will find a more detailed description of what we think would be needed to do the research. Niels Buiter, a student from the University of Groningen is working in Drachten for some months and will do the research for his Masters in Business Development.

In short the questions are if you can provide information about:

- The service contract offer to your customers - Global cost - revenue overview of these contracts

Probably it is most convenient for you and us if you specify this per product or type of product. After Niels has done his first analysis on your feedback, we think it would be good to do some in depth interviews with some of you to dig deeper into the matter.

Please also include Mailing Systems products, as we have agreed to send this to Andy Mackenzie, he will organise the analysis on mailing systems.

If Niels or me can help in gathering the information, or if you have any questions, please contact either of us. Since we plan to start the interviews in December, it would be great if you could provide the information in November.

Kind regards,

Willem Jan Mulder Manager IPSS

Neopost Technologies BV

De Tijen 3 + 31 512 589 300 9201 BX Drachten Mob + 31 6 229 311 92 The Netherlands + 31 512 589 399 @ wmulder@neopost.nl

Confidentiality Note: This email, and any attachment to it, contains privileged and confidential information intended only for the use of the individual(s) or entity named on the email. If the reader of this email is not the intended recipient, or the employee or agent responsible for delivering it to the intended recipient, you are hereby notified that reading it is strictly prohibited. If you have received this email in error, please

immediately return it to the sender and delete it from your system.

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Appendix IV Semi-structured interview

Generally, two questions are being asked about every aspect (conceptual model):

How is this aspect defined in the service contract?

How does this aspect work in practice?

Main question Possible sub questions

Scope of services

What are the delivery activities? Are these services included in the contract?

What is the rationale behind inclusion/ exclusion?

Which parts are included in the service contracts?

Is the user training during use included/ excluded? E.g. do customers with more than average service calls get extra training?

Do you perform courtesy visits (service perspective)? E.g. Visit customers with more than average service calls to investigate matters, important customers as extra service (proactive maintenance)?

Which activities are executed during corrective

maintenance? What are the activities during corrective

maintenance apart from correcting the problem?

(E.g. preventive activities) Which activities are executed during preventive

maintenance? Is preventive maintenance included in the service

contract?

How often is preventive maintenance performed?

What is the dependent for the amount of preventive maintenance (E.g. volume, number of breakdowns, machine?)

Are functional upgrades included in the contract? E.g. software upgrades that gives the machine more functionality?

Are the decommissioning activities included in the

service contract? Who takes care of the decommissioning activities (disposing, replacing, transitioning)?

Terms & Conditions What are the objectives and indicators in your

service contracts? What are your response times?

What are your solving times? (Customer call to fault resolution)

Objectives for engineers (effectiveness of engineer)?

Do you have any other objectives?

What are the limitations in the service contract? Are there any application forms during sale?

How do you check these limitations?

Do the engineer keep to these limitations?

What is the term of the contract? How is the term determined? (PLC, or else) Is it the same for every machine?

What are the non-performance policies? What are the consequences for you when you do not meet the objectives? (E.g. Free of charge, fines, other?)

What are the consequences for the customer when they do not meet the objectives? (E.g. Fines, separate invoicing, other?)

Do you keep to these policies?

What are the exclusions of the contract? E.g. User mistakes, off-site recovering, etc?

Which optional services do you offer? E.g. Moving services, extra training, decommissioning, other?

Product Market Combinations Do your service contracts take PMC’s in

considerations? E.g. Customers that use the machine for their core business have priority contracts (E.g. lower response time), customers that use the machine for more basic jobs have low priority service contracts (E.g.

higher response times) Management of service contracts How do you measure the performance of the service

contracts? E.g. If preventive maintenance is volume based, how

do you check on this?

What are your actions when costs of service are too

high? (E.g. provide extra training, terminate service

contract, changing, etc)

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Appendix V Service contract matrices

OPCO: Neopost GmbH Germany

SCOPE OF SERVICES Standard Standard Plus

Unpacking

XXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXX

Installation

Configuration

User training

Deliver

Supplying parts

User training

Courtesy visits

Corrective maintenance

Preventive maintenance

Use

Functional upgrades

Dispose

Decommission

Replace

TERMS & CONDITIONS Standard Standard Plus

Objectives & indicators

Limitations

Term

Non-performance

Exclusions

Optional services

PRODUCT MARKET COMBINATIONS Standard Standard Plus

XXXXXXXXXXXXXXXXXXXXXXXXXX

MANAGEMENT OF SERVICE CONTRACTS Standard Standard Plus

XXXXXXXXXXXXXXXXXXXXXXXXXXX

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OPCO: Neopost GmbH Germany

SCOPE OF SERVICES Comfort Full Service

Unpacking

Installation

Configuration

User training

Deliver

Supplying parts

User training

Courtesy visits

Corrective maintenance

Preventive maintenance

Use

Functional upgrades

Dispose

Decommission

Replace

TERMS & CONDITIONS Comfort Full Service

Objectives & indicators

Limitations

Term

Non-performance

Exclusions

Optional services

PRODUCT MARKET COMBINATIONS Comfort Full Service

MANAGEMENT OF SERVICE CONTRACTS Standard Standard Plus

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OPCO: Neopost BV The Netherlands

SCOPE OF SERVICES Preventive All-in

Unpacking

Installation

Configuration

Deliver

User training

Supplying parts

User training

Courtesy visits

Corrective maintenance

Preventive maintenance

Use

Functional upgrades

Dispose

Decommission

Replace

TERMS & CONDITIONS Preventive All-in

Objectives & indicators

Limitations

Term

Non-performance

Exclusions

Optional services

PRODUCT MARKET COMBINATIONS Preventive All-in

MANAGEMENT OF SERVICE CONTRACTS Preventive All-in

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OPCO: Neopost Ltd. UK Neopost France SCOPE OF SERVICES Fully comprehensive All contracts

Unpacking

Installation

Configuration

User training

Deliver

Supplying parts

User training

Courtesy visits

Corrective maintenance

Preventive maintenance

Use

Functional upgrades

Dispose

Decommission

Replace

TERMS & CONDITIONS Fully comprehensive All contracts

Objectives & indicators

Limitations

Term

Non-performance

Exclusions

Optional services

PRODUCT MARKET COMBINATIONS Fully comprehensive All contracts

MANAGEMENT OF SERVICE CONTRACTS Fully comprehensive All contracts

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OPCO: Satas Neopost Inc. USA SCOPE OF SERVICES All contracts All contracts

Unpacking

Installation

Configuration

Deliver

User training

Supplying parts

User training

Courtesy visits

Corrective maintenance

Preventive maintenance

Use

Functional upgrades

Dispose

Decommission

Replace

TERMS & CONDITIONS All contracts All contracts

Objectives & indicators

Limitations

Term

Non-performance

Exclusions

Optional services

PRODUCT MARKET COMBINATIONS All contracts All contracts

MANAGEMENT OF SERVICE CONTRACTS All contracts All contracts

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Appendix VI OpCo service contract descriptions

This appendix describes the current (Q1 2006) service contract practices of the different

Neopost OpCo’s. For every OpCo the description will start with an introductory part,

which globally describes what kind of service contracts are in place. The empirical

description follows the concepts in the conceptual model, starting with a description of

the scope of services, followed by a description of the terms & conditions and a

description of the way in which the OpCo’s take different Product Market Combinations in

consideration in their service contracts. Finally, it describes the management of service

contract practices. The OpCo’s that are described here are: Neopost GmbH Germany,

Neopost BV The Netherlands, Neopost Ltd. UK, Neopost France, Satas (France) and

Neopost Inc. USA.