My ProfileNick Kenney

§ Title: Callcenter Operations Manager at ABB§ 14 years with ABB§ 8 years in Callcenter Management§ BS in Management and Labor Relations from Cleveland State University§ Associates in Business Management from Lakeland Community College§ Certified Yellow Belt in Six Sigma

© ABB Inc.June 17, 2016 | Slide 1

Slide 2© ABB

June 2016

Introducing ABBA global leader in power & automation

Presentation for Lake Erie College – LAB WeekJune 17, 2016

Slide 3© ABB

ABB today

1 Asia, Middle East, AfricaJune 17, 2016

A global leader in power and automation technologies

Where(Geographies) Globally

For whom(Customers)

Utilities Transport &InfrastructureIndustry

What(Offering)

Power & Automation

~ $36 bnrevenue

~100countries

~135,000employees HQ Zurich

Single “A”credit rating

AMEA1 37% Americas 30% Europe 33%

~35% of revenue ~45% of revenue ~20% of revenue

Power ~40% of revenue Automation ~60% of revenue

Slide 4© ABB

ABB vision

June 17, 2016

Power and productivity for a better world

Power

A leader in addressing

power infrastructure and

control needs for utilities,

industry and transport &

infrastructure

Better world

Contributing to decoupling

growth from

environmental impact

§ Less energy per unit

GDP

§ Less pollution per unit

energy

Productivity

A leader in operational

asset effectiveness –

uptime, speed, yield – and

efficiency

Slide 5© ABB

ABB – A global technology pioneerLeading market positions in power & automation

June 17, 2016

~135,000employees

Presentin

countries~100

Formedin

1988merger of Swiss (BBC, 1891)and Swedish (ASEA, 1883)engineering companies

In orders(2015)

billion36$

Slide 6© ABB

ABB technology

June 17, 2016

All around us

…orbiting the earth and working under the surface

…crossing oceans and on the sea bed

…in power plants and in homes, offices and factories

…in fields where we grow crops, and packaging our food

…in transport and infrastructure

Slide 7© ABB

ABB in the United States

June 17, 2016

Investment and growth

MarketsLargestOne of ABB’s~20,500

U.S. employees(~15% of ABB)

Entered U.S. in

1989via Westinghouse

T&D acquisition

$10.5 billioninvested

since 2010

including13 acquisitions

~14,000U.S. customers

24,997Safety Obs. Tours(2015)

160+U.S. Locations

Nearly

60Manufacturing

Locations

Region HeadquartersCary, N.C.

Slide 8© ABB

The U.S. story

June 17, 2016

Organically growing in the markets we serve

1989 – ABB acquires the Westinghousetransmission & distribution business, markingABB’s entrance to U.S. power and industrialmarket

1999 – ABB acquires Elsag Bailey, supportinggrowth in various process industries

2010 – ABB acquires Ventyx (US-$1 bn), addingrobust enterprise software to our portfolio

2011 – ABB acquires Baldor (US-$4.2 bn),supporting growth with industrial motors & drives

2012 – ABB acquires Thomas and Betts (US-$3.9bn), supporting growth with distributors andelectrification products

2013 – ABB acquires Power-One (US-$1 bn),supporting growth in renewable energy markets

Balance through strategic acquisitions

Slide 9© ABB

Well positioned in attractive markets

June 17, 2016

Long-term market growth drivers intact

Power & Automation

Utilities Transport & InfrastructureIndustry

RenewablesGrid automation / digitalization

MicrogridsSmart upgrades

Electrification penetrationEnergy storage

ProductivityEnergy efficiency

Automation penetrationInternet of Things, Services

and PeoplePower quality / reliability

Emerging markets

UrbanizationData managementElectric transportEnergy efficiency

Power quality / reliabilityDecentralized power generation

Power & Automation “for the site”Power & Automation “for the grid”

Slide 10© ABB

A truly global player

June 17, 2016

Team, culture and presence

Revenuesplit 2015

Top 200managers

Emergingmarkets (45%)

Maturemarkets (55%)

nationalities from6 continents

from outsideSwitzerland and

Sweden

27

>3/4

nationalities inthe Executive

Committee

8

Europe

12.6 bn$

37%

29%

34%

AMEA

13.4 bn$

Americas

10.5 bn$

ABB has a unique global team with local presence everywhere

Slide 11© ABBJune 17, 2016

Well positioned in attractive marketsGlobal trend – 4th industrial revolution

Industry 4.0 – today and tomorrowInternet of …

Industry 1.0 – 1712First practical steam engine

Industry 2.0 – 1870First elevated conveyor belts

Industry 3.0 – 1969Electronics / software based control

People Things

Services

We lead proactively with new connected offeringsWe lead proactively with new connected offerings

YuMi® – ‘you and me,’ working together

Dual-arm small parts assembly robot

Flexible hands

Parts feeding systems

Camera-based part location

State-of-the-art robot control

Cage-less, safe operation

Addressing the needs of small partsassembly

Especially in the consumer electronicssector

Shaping the world we know today through innovation

June 17, 2016

Pioneering technology since 1883 – example

Things

People

Services

Slide 13© ABB

Energy and resource efficiency

June 17, 2016

ABB solutions can reduce energy losses by 20-30%

Only 20% of energy generated by fossilfuels reaches the end-consumer

Available technology can increaseenergy efficiency levels 20-30%

© ABB IncJune 17, 2016 | Slide 14

How ABB is organizedFour divisions

Discrete Automation andMotion products, systemsand services help improveefficiency and reliabilitythroughout the energyvalue chain.

Electrification Productsdelivers products andsystems designed toconnect, protect andcontrol electrical systems,ensuring reliability,efficiency and safety foryour equipment andpersonnel.

Process Automationproducts, systems andservices help optimizeoperations and processesacross the energy valuechain.

Power Grids helpsimprove efficiency andreliability throughout thepower value chain fromgeneration to transmissionand distribution.

ElectrificationProducts

5,374U.S. employees

DiscreteAutomationand Motion

7,590U.S. employees

Power Grids

4,439U.S. employees

ProcessAutomation

2,266U.S. employees

ABB across the entire energy value chain

Control systems

Switchgear & relays

Instrumentation

Circuit breakers

Generator step-uptransformers

Enterprise software

Energy storage

Wireless communication

STATCOM

Motors & Drives

Power generators

Motor control centers

Excitation systems

Power converters, invertersand rectifiers

June 17, 2016

Generate

Generate Transmit &Distribute Connect Operate &

Optimize Sustain

ABB across the entire energy value chain

Circuit Breakers

Switchgear

Transformers

Capacitors and filters

HV Cables

FACTS

HVDC

Substations

Substation Automation

Surge arresters

Protection and control

Energy storage

Enterprise software

SCADA/EMS/DMS systems

Wide-area monitoring systems

Instrument transformers

Wireless communication

June 17, 2016

Transmit & Distribute

Generate Transmit &Distribute Connect Operate &

Optimize Sustain

ABB across the entire energy value chain

Wire & Cable Management

Breakers & Switches

Enclosures and DIN-rail

Control Products

Low Voltage Systems

Low Voltage Switchgear

Wiring & Accessories

June 17, 2016

Connect

Generate Transmit &Distribute Connect Operate &

Optimize Sustain

ABB across the entire energy value chain

Robotics

Motors & drives

Mechanical power transmission

EV charging systems

UPS systems

Power inverters, converters andrectifiers

PLCs

Distributed Control Systems

Measurement products

Analytics

Crane systems

Mine hoists

Ship propulsion, onboardelectrification

Service

Power Transformers

Switchgear

Capacitors and filters

Power distribution systems (relays,circuit breakers, etc.)

Enterprise software

FACTS devices

Power market operation systems

June 17, 2016

Operate & Optimize

Generate Transmit &Distribute Connect Operate &

Optimize Sustain

ABB across the entire energy value chain

Integrated automation andsafety systems

Remote monitoring

Preventive maintenanceservices

System design services

Energy efficiency audits andservices

Arc-resistant switchgear

Sensors

Protection & control

Lock out / tag out systems

Enterprise software

Industry data services

Maintenance services

Training & consulting

ABB JOKAB Safety products

June 17, 2016

Sustain, Service and Safety

Generate Transmit &Distribute Connect Operate &

Optimize Sustain

Slide 20© ABB

Shaping the world through innovation

June 17, 2016

Pioneering technologyExample

World’s most powerful underground and subsea power transmission cable systemWorld’s most powerful underground and subsea power transmission cable system

Slide 21© ABB

Shaping the world through innovation

June 17, 2016

Consistent R&D investment

Investment annually

+$1.5 bnTechnologists

~ 8,500

University collaborations~ 70

Corporate researchcenters linked by a globalresearch center

7

Innovation is ingrained in the DNA of ABBInnovation is ingrained in the DNA of ABB

Slide 22© ABB

Committed to sustainability

* Terrawatt-hoursJune 17, 2016

Economic success, environmental stewardship, social progressExample

200+energy efficiencyprojects under wayin 2014

5.2 million m3

of water savedthrough reuseand recycling

445 TWh*energy saved

by ABBdrives

$ 9 millionspent on

community projectsin 2014

Running the world without consuming the earthRunning the world without consuming the earth

Slide 23© ABB

June 2016

Contact Center – United StatesOverview

Presentation for Lake Erie College – LAB WeekJune 17, 2016

Contact Center (Communications)Contact Methods

Single contact numberfor all services§ 190,000 Contacts per year§ 24 x 7 x 365 Coverage§ ISO 9001:2008 Registered§ Multimedia contact-tracking

§ Phone: 1 800 435 7365

§ Fax: 1 919 666 1377

§ Email: contact.center@us.abb.com

§ Web: www.abb.com/us

§ Mobile Apps:

1-800-HELP-365Outside of the USA and Canada, call

440-585-7804

http://new.abb.com/us/about/contact-center

Toll Free Number Menu Selections

© ABB GroupJune 17, 2016 | Slide 25

Offices/LBU included in the callflow:

Wickliffe, OH (PA and PS)

Auburn Hills, MI (DMRO)

Memphis, TN (LP)

New Berlin, WI (DMLD, LP)

Fort Smith, AR (DMMG)

800 HELP 365Inbound Call Volume Overview (Performance Mgmt)

© ABB GroupJune 17, 2016 | Slide 26

102,0002015

2014 97,000

66,000

70,500

Total inbound toll freevolume

Volume processed by NAMCustomer Service CenterVolume processed byContact Center agents

62,900

58,000

Slide 27© ABB

Services across the entire value chain

June 17, 2016

Long-term commitment to maintain your assets

RepairsSpares and consumablesReplacementTrainingService agreements

Installation andcommissioningMaintenanceExtensions, upgrades andretrofitsReplacementTrainingSpares and consumablesEnd of life servicesService agreements

Engineering andconsultingMaintenanceAdvanced servicesExtensions, upgrades andretrofitsTrainingService agreements

Advanced servicesEngineering andconsultingExtensions, upgrades andretrofitsEnd of life servicesService agreements

Rapid response Lifecyclemanagement

Operationalefficiency

Performanceimprovement

Planning partner Product, solutions, systems provider Operations partnerPlanning partner Product, solutions, systems provider Operations partner

Departments

Callcenter Operations§ Contact Center front end agents§ Technical Support§ Parts and Repair representatives§ Service Coordinators (Schedulers)

© ABB Inc.June 17, 2016 | Slide 28

Challenges

§ Recruiting and Staffing§ Finding the Right People!

§ Training and Onboarding§ Tools and Technology Changes

© ABB Inc.June 17, 2016 | Slide 29

Slide 30© ABB

ABB and Solar Impulse

June 17, 2016

An innovation and technology alliance for a better world

ABB and Solar Impulse are passionate pioneers ofleading-edge technology for a better world

First round-the-world flight powered by the sun

Three ABB engineers were embedded in the project,contributing technical expertise and experience

ABB and Solar Impulse share a common vision ofreducing resource consumption and increasing theuse of renewable energy

Running the world withoutconsuming the earth

„ „

Slide 31© ABB© ABB Inc.June 17, 2016 | Slide 31

World’s Most Ethical Companies – Ethisphere Institutes (2013-2016)Top 100 Global Innovators – Thomson Reuters (2013-2014)Global Powertrain Manufacturing Excellence Award – Ford Motor Co. (2015)Energy Storage North America Innovation Award (2014)Zayed Future Energy Prize (2014)Top 50 Disruptive Companies – MIT (2013)America’s Safest Companies (8 honored) – EHS Today (2012)Top 50 Employers for Women Engineers – Woman Engineer Mag. (2013)World-class performer, Dow Jones Sustainability Index (2010-2013)Red Dot award for industrial design – Azipod® Controller (2013)Member, Smart Cities Council (2013)Pioneer Award: EV charging – Green Parking Council (2013)

ABB Achievements

Customer Service CenterWickliffe, OH USA

© ABB GroupJune 17, 2016 | Slide 32

Slide 33© ABB

People make the difference

June 17, 2016

The best want to work in a first-class environment

ABB attracts top performers due to its inclusive culture

ABB strives for excellence in integrity andsocial responsibility

ABB aims for a culture of leadership at every level

ABB is one of the world’s most global companies

A better world begins with youA better world begins with you

Slide 35© ABB

Committed to the highest standards of business ethics

June 17, 2016

Integrity as the bedrock of ABB’s culture

Basic principles§ Integrity is a basic building block of a world-class business§ It is a core value at ABB, along with safety

§ No acceptance of business, if it means engaging in unethical practices or putting people at risk

Code of Conduct§ Our Code of Conduct defines ABB’s relationships with all of its stakeholders§ Employees must sign the Code of Conduct and attend compulsory training courses§ Zero-tolerance policy towards violations§ Several reporting options in place for employees to report suspected violations; every report is

thoroughly investigated

Company motto: Don’t look the other way!Company motto: Don’t look the other way!

Basic principles and Code of Conduct

Slide 36© ABB

Hallmarks of ABB

June 17, 2016

Innovation, passion and diversity

“As a global leader in power and automationtechnologies, ABB is continuously pioneeringreliable, cleaner and more efficient energy andautomation solutions, helping its customersincrease the productivity of their industrial andinfrastructure operations.”

CEO Ulrich Spiesshofer