Emerson 2013 Annual Report Download - page 6

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CHARLES A. PETERS
Senior Executive Vice President
The cornerstone of this new way of thinking is better
understanding our customers’ needs and viewing
our operations from their perspective. This starts
with deepening the level of communication with our
business partners and asking questions about their
problems and what they value. It also means engaging
in the conversations among Emerson colleagues from
different functions with fresh perspectives as we work
to tackle customer challenges together. This goes
well beyond product and service focus to encompass
every interaction with our customers. Our customer
relationships are most successful when we develop
and exhibit deep knowledge about their business
operations and priorities.
We also then challenge ourselves to rigorously
integrate that information in designing our own
processes. From technologies and services to order
processing and support calls to quality and delivery, we
are rethinking every customer interaction to identify
ways we can transform Emerson into a more valuable
partner. We are committed to making it easier for our
customers to engage and do business with us, which
will ultimately build greater trust and stronger loyalty.
Better understanding of our customers and new
internal processes alone are not enough. Enhanced
planning is needed in order to generate results.
Emerson has always maintained a comprehensive
and envied business planning process, but we see
opportunities to improve it further by making it more
customer-oriented with the focus and intensity that
Perfect Execution brings. Their plans must become our
plans, their challenges must become our challenges,
such that their goals become our goals.
Through a greater emphasis and focus on our ultimate
end users, we are challenging ourselves to change
how we execute. Emerson employees throughout the
organization take pride in our record and the proven
strength of our operational excellence. But we are
never satisfied. We know there is more work to be
done and room for improvement as we leverage our
track record to exceed our customers’ expectations
every time and in every interaction and to deliver on
our commitments.
4 Emerson > 2013 Annual Report