1.

An Introduction

The world rides on Otis. Otis elevators and escalators touch the lives of people in more
than 200 countries around the world. Otis Elevator Co., a wholly-owned subsidiary of
United Technologies Corporation, is the world's largest manufacturer installer, and
servicer of elevators, escalators, moving walkways and other horizontal transportation
systems.

Otis at a Glance
People Approximately 64,000 employees, with 55,000 outside the United
States
Revenue US $12.9 billion in 2008, of which 80 percent was generated
outside the United States
Installed Base Approximately 2.2 million Otis elevators and escalators in
operation worldwide
Service Base 1.6 million elevators and escalators serviced worldwide
Countries Products offered in more than 200 countries and territories
Manufacturing Major manufacturing facilities in the Americas, Europe and Asia
Engineering and Engineering facilities in the United States, Austria, Brazil, China,
Test Centers Czech Republic, France, Germany, India, Italy, Japan, Korea and
Spain

Company’s two tallest elevator test towers located in Shibayama,

Japan (505 feet or 154 meters above ground; 89 feet or 27 meters
below ground) and Bristol, Conn., United States (384 feet or 117
meters above ground

MARKET POSITION
 Otis enjoys world leadership in the Elevator industry.

• Approximately 70,000 elevators and escalators sold annually

• Approximately 26 percent share of world elevator new equipment market

VISION

To be the recognized leader in service excellence among all companies—not just

elevator companies—worldwide.

To inspire the customers’ total confidence through exceptional service that would earn
100 percent of their business, 100 percent of the time.

VALUES: Principles That Guide Our Work Behavior

People
We believe the most important assets of the Otis Elevator Company go home at the end
of every workday.

Safety
Millions of people around the world use Otis elevators and escalators every day without
giving safety a second thought. For us, that’s success. We understand that the safe way is
the only way.

Quality
For more than 150 years, quality has made Otis the most trusted name in the industry.

Integrity
We must do the right thing every time, and run our business to the letter and spirit of the
law. By acting ethically and honorably, we win the loyalty of our customers.

SERVICE EXCELLENCE:

Service excellence is more than what we provide, it’s how we think and act. It’s
not just “fixing a problem” or performing routine maintenance, it’s the “smile” in
the voice on the phone, the prompt response to a request and the drive to always
improve. It’s how we work with one another and how we work with our
customers and the riding public. We believe that service excellence begins with
each employee’s commitment to improve the things—no matter how small—that
are in their control. By keeping an “at your service” attitude and striving to exceed
our customers’ and each other’s expectations, we are working hard to become a
benchmark for superior service—not just for elevator companies, but for all
companies worldwide. Every Otis employee is expected to practice Service
Excellence every day, following this 12-point roadmap. Our vision of making
Otis the leader in service excellence must be evident in the actions of every
Otis professional worldwide. Likewise, every employee is an ambassador of Otis
who must help us achieve our mission of being first in service, first in products
and first in performance. Our employees are the Otis brand—the embodiment of
the values we share.

Think safety first. Each employee is responsible for their own safety, the
safety of other workers, and the safety of the riding public. Every employee is
empowered to take any action necessary to eliminate the potential for an accident.
At the beginning of each work session, scan the area for hazards or risk of
accident. At the end of each work session, make sure the job site or workspace is
clean, tidy and safe.

Respond to customer requests promptly. Answer telephone calls in a

standard way and before the third ring: "Otis Elevator Company. (Your name.)
How may I help you?" Reply to every customer phone call or e-mail on the same
day (leaving a message or e-mail if the customer is unavailable).

Visit your customer every time you are in their building. Convey a sense
of urgency in your work and keep your customer fully updated on your progress.
When possible, check in and check out with them daily, giving a brief overview of
the work you have completed. Remember to ask if there is anything else you can
do for them and, above all, to thank them for their business. If the customer is not
there, leave a card with a note.

Deliver what you promise—promptly and unequivocally. By the same

token, do not promise something you know Otis cannot deliver. If circumstances
arise that prevent you from keeping a promise, call the customer immediately.

When a customer complains, remain calm. Listen, empathize and

respond with a can-do attitude. Take ownership of the complaint and work to
resolve it promptly. Remember that every complaint contains an opportunity to
exceed the customer’s expectations and transform a negative experience into a
positive one.

Be prepared when going into a customer meeting. Conclude each

meeting with a summary of action items. Remember: If a customer asks you for
something, you own that request. Keep track of open action items until the request
is fulfilled—and the customer is fully delighted.

Think of yourself as an extension of the customer’s staff in every

building you work in. Be your customer’s eyes and ears. Where appropriate,
offer suggestions that will help make them more successful.

Remember that you are always on view. Adopt a pleasant and constructive
attitude. A smile goes a long way toward maintaining a positive image. Take pride
in your appearance. Take pride in your work. Take pride in your company.

Ask yourself: “What does the customer want?” Then work to exceed those
expectations. Follow up on every job. Never assume that any problem has been
fixed.

We are responsible for our own learning and self-development. By

expanding our knowledge and skills, we enhance our ability to help both Otis and
our customers.

Be uncompromising on work quality. Never pass along errors. Apply ACE

tools to identify the root cause of a problem, then work to eliminate it.

At Otis, we succeed or fail as a team. It’s up to you to create a work

environment where the needs of customers are met promptly by leveraging Otis’
global network of knowledge and experience.
 SAFETY For All

Safety and reliability have been Otis’ foremost concerns since our company’s earliest
days. Today, Otis has one of the best safety records in the vertical transportation industry.
We work constantly to improve the safety of existing products and develop safer
technologies for new products. Otis emphasizes a corporate policy of “safety first” and
implements standardized procedures to ensure that every installation and service task is
performed the safest way, every time. Otis products undergo stringent quality and safety
testing at our testing facilities around the world.

We operate one of the world’s The Bristol Research Center in

tallest elevator test towers in Bristol, Conn., United States,
Shibayama, Japan. This test is home to the Otis Quality
tower stands 505 feet (154 Assurance Center and North
meters) above ground and 89 America’s tallest elevator test
feet (27 meters) below ground. tower—383 ft (117 m) high.

OTIS PEOPLE

Our people provide the thinking behind the products. Step inside Otis and see what’s
made us an industry leader—our people!
Otis Leaders
More than 150 years ago, our founder and first leader, Elisha Graves Otis, set the
standard for all Otis leaders who follow. Today our leaders share his entrepreneurial
spirit, commitment to highest standards of integrity and ability to inspire people to action.

The Executive Team:

1. Didier Michaud-Daniel ,President, Otis Elevator Company

2. Pedro Baranda ,President, Otis South Europe and Mediterranean Area
3. Johan Bill ,Vice President, General Counsel and Secretary
4. Patrick Blethon ,Vice President, Strategy & Business Development
5. Pierre Dejoux ,President, Otis South Asia Pacific and Gulf Area
6. Vincent Della Valle ,Vice President, Operations
7. Bruno Grob ,President, Otis North and East Europe and Africa Area
8. Lindsay Harvey ,President, Otis United Kingdom and Central Europe Area
9. Angelo Messina ,Vice President & Chief Financial Officer \
10. Paul M. Thomson ,Vice President, Human Resources
11. Charles Vo ,President, Otis North Asia Pacific Area
12. Randy Wilcox; President, Otis North and South America Area

Otis Employees:
Our 60,000 employees do business in nearly every country on earth, four-fifths of them
outside the United States. Every day is a new opportunity to demonstrate their know-
how, dedication and commitment to serving our customers. At the same time, Otis offers
employees many opportunities to develop professionally and build their careers.
 PRODUCTS & SERVICES

Moving people safely is what we do best. As the largest manufacturer and service
provider of elevators, escalators and moving walkways, Otis is recognized the world over
for helping people travel up, down and from place to place—conveniently and safely.

• Elevators

Buildings keep rising…so we rise to the challenge. As building technology changes and
progresses, our elevator technology does the same. Otis has a long history of meeting
new challenges with ongoing innovation. While there is a wide range of elevators to fit
every need, they fall under three basic types: gearless traction, geared traction and
machine-roomless.

• Escalators and moving walkways:

More than 100 years later, “moving stairs” still give people a convenient lift. Otis
wrote history with the introduction of the escalator in 1899. Today, we continue to
improve the product through ongoing innovation. Similarly, Otis’ moving walkways offer
safety, reliability and efficiency for both commercial and public applications.

Escalators and moving walkways are commonplace

in airports, transit systems and shopping centers and
offer an array of options.

• Services:
Service comes first at Otis. To us, that means developing new products that meet our
customers’ needs and challenges; providing reliable maintenance; and modernizing
systems to keep pace with a building’s changing face and function. In all areas of service,
Otis is committed to inspiring total customer confidence.
Because each customer defines service differently, our approach to satisfying customer
needs is both broad-based and personalized. With the world’s largest network of branch
offices and service centers, our staff provides service 24 hours a day, 365 days a year.
This global network ensures rapid response and minimal downtime.

Here are some of the ways we put service first for our customers.

1. Otis Maintenance Solutions

Otis offers a variety of maintenance programs and
building support systems to fit customers’ needs and
equipment types. We have standardized work practices
around the world and can tailor a maintenance program
specifically to the environment. Ultimately, the right
maintenance at the right time extends the life of the
equipment and protects the owner’s investment.

2. OTISLINE® Communications Center

No matter where they are in the world, Otis customers
can call OTISLINE service when they have an elevator
or escalator problem. Within minutes, a customer
service representative can have a mechanic on the way
to their building. More than 1,000 trained service
professionals are on call to ensure a prompt,
professional response.

3. REM® Remote Elevator Monitoring

Otis developed the REM system to optimize elevator
performance and minimize elevator downtime. It is a
 sophisticated interconnected system of sensors,
monitors, circuits, hardware and software to collect,
record, analyze and communicate data about elevator
operations 24/7. If the REM system detects a problem, it
analyzes and diagnoses the cause and location, then
makes the service call and helps an Otis mechanic
identify the component causing the problem.

4. EMS Panorama™

The Web-based EMS Panorama system enables building staff

to monitor, control, report on and manage a full range of
operation-critical functions from any computer with an Internet
connection. Users can monitor the status of up to 30 groups of
elevators, escalators and moving walkways, looking at a single
building or an entire airport, college campus or medical center.
Because the EMS Panorama system offers comprehensive, real-
time data that shows building managers the full picture, they are
able to respond quickly to passengers’ needs and make
informed decisions about equipment operations with greater
certainty than ever before.

5. .Innovations

We are always looking for new solutions. Since Elisha Otis invented his safety elevator
in 1852, we have searched tirelessly for ways to improve the passenger experience. Our
latest products offer optimized system performance and more personalized service for
passengers.

WORKING AT OTIS
At Otis, people are our most important asset. We take pride in being the global market
leader. We lead our industry because we do more than meet our customers’ needs today.
We anticipate their needs for tomorrow.

We know that talented, inventive, energetic individuals who welcome the challenge of
meeting our customers’ needs are the key to our success. Working with our corporate
parent, United Technologies Corporation (UTC), we go to great lengths to hire and
develop these people. Otis offers a supportive environment where employees are
encouraged to develop their skills and talents to their fullest potential.

• Career Opportunities

We’re looking for people who thrive on challenges. Otis prides itself on having
employees who consistently meet challenges while keeping their eyes open for
improvement opportunities. Today, we continue to look for talented, creative, energetic
individuals who provide service excellence at all times. When we find them, we go to
great lengths to hire and develop them.

• Professional Development

We want the best-educated workforce on the planet. At Otis, our goal is to have the
best-educated workforce on the planet. In a world where competition is global, we look
for people who are comfortable with many cultures and who are driven to succeed in the
global marketplace. Once we find those people, we encourage and support their
continuous learning, development and professional growth.
 • Your Job at Otis

At Otis, your work will be challenging and stimulating. There will be exciting
opportunities for professional growth, too. Otis uses a performance feedback process that
helps you manage your career development. Working with your supervisor, you’ll set
annual objectives and create an individual development plan. This helps you focus your
efforts. The result? You will have a detailed road map for developing specific skills and
competencies, and you’ll have a plan for using the many resources available for your
development.

• Development Resources
Otis offers a wealth of resources to help you realize your individual development
plan.
Employee Scholar Program, which offers tuition reimbursement for eligible
•
employees at accredited public or private colleges and universities
UTC’s Global Learning & Development organization, which provides courses
• (online and classroom-based) to help employees develop key UTC and Otis
employee competencies
• Specific development programs, which are tailored to a variety of career paths

• Work Principles
We live by our principles. At Otis, we don’t just talk about our company’s values. We
live them.

PEOPLE SAFETY QUALITY INTEGRITY

This starts with our people, because our performance as a company is in their hands.
From their very first day, employees begin to learn the principles of safety, quality and
integrity that drive Otis. These principles guide even the smallest things employees do to
deliver the exceptional performance our customers expect. Click on a principle for a
closer look at what these principles mean to an Otis employee.
 • Benefits At A Glance : We offer high-quality benefits to you and your family.
Otis is committed to offering you valuable and affordable benefits that protect you
and your family. We want you to have a quality of life that enables you to reach
your full potential, both at work and in your personal life.

Otis designs compensation programs to attract and

retain the best people. We offer competitive
salaries based on skills, experience, performance
and compensation awarded in the market for each
particular job. We believe that an employee’s pay
should directly reflect his or her performance and
contribution to the company.

Highlights of the Benefits Programs

Here are some examples of typical Otis benefit programs. Specific benefits vary from
country to country, and not all of these benefits may be available in an individual
country. Otis benefit programs help you:

Provide health care and financial support for your family through insurance plans
• which, depending on location, might include medical and dental insurance, life
insurance and disability insurance
• Balance your work and personal lives, with paid vacations and holidays
• Save for your retirement, with retirement plans and other savings and investment plans
Develop your career potential through the Employee Scholar Program, which includes
• tuition reimbursement and paid time off to attend degree programs at accredited
institutions

OTIS (INDIA)

BOARD OF DIRECTORS
BOARD OF DIRECTORS BOARD OF DIRECTORS

1) Mr. Pierre Dejoux (Chairman)

2) Mr. Sundar Parthasarthy (Managing Director)
3) Mr. Ashok I. Malhotra (Director)
4) Mr. R. Wijeyakumar (Director)
5) Mr. P.S. Das gupta (Director)
6) Dr. Ram S. Tarneja (Director)

OTIS INDIA OVERVIEW

* India’s No.1 elevator company since 1953

* The first Elevator at Raj Bhavan –Kolkata in late 19th century
* The first Escalator at Reserve Bank of India, Kolkata in mid 60’s
* Over 5000 new units / year
* Over 2200 employees, 2/3 rds in field operations
* Over 40,000 units under maintenance
* Largest service network.
* Over 80 service centres.
* More than 300 towns & cities
* Engineering centre & Manufacturing plant in Bengaluru

Head Office & Western Region

Magnus Towers,9th Floor,Mindspace, Link Road ,Malad ( West) ,Mumbai 400 064. Tel.:
(91-22) 28449700/66795151, Fax : (91-22) 28449791/9793,
Email :Milan.Chaudhari@Otis.Com
Contract Logistics Centre
Sativali Village Mumbai - Amedabad Road,Thane - Vasai(East) Tel .:(91-250) 248
0740/0737 , Fax : (91-250) 248 0760.

Eastern Region
"Jeevan Deep" (6th Floor) , 1, Middleton Street, Kolkata - 700071, Tel.: (91-33) -
22882220/9724,Fax : (91-33) 22884270
Northern Region
504-505,5th Floor,Rectangle One,D-4,Saket Place,Saket,New Delhi - 110 017 , Tel.: (91-
11) 46069000/9030/4606 9100/9130,Fax: (91-11) 460 69111
Southern Region
Otis House, The Phoenix,2-A,Hayes Road Cross,Hayes Road,Bangalore-560025,Tel.:
(91-80) 22111190/40314500,Fax:(91-80) 22111191
Manufacturing Bangalore
No.92 ,Kiadb Indl.Estate,Phase Ii,Jigani Indl.Area,Anekal Taluk,Bangalore - 562106.
Tel.:(91-80) 7825401/5402/5403,Fax:(91-80) 782 5404
Toll-Free Service Number Across India – 1800-22-7777 For Any Technical Assistance.

HOW OTIS SERVICE WORKS

Maintenance is divided into the Following :

* Code Maintenance –ensures no safety points are bypassed.

* Major Repairs – reliability ensured through genuine spares and expertise.
* Annual Equipment Survey – early warning procedure to identify wear and tear.
* Breakdown Maintenance – experienced technicians minimize downtime.
* Routine Maintenance – prevents breakdowns
* We ensure all system work as ideally as they have been designed for.
1. Measuring and Benchmarking on quality parameters such as:
* Callback Rate
* Audit Report
* Major Repairs
2. Surprise Quality Audit check by national
3. Safety Audit check independent safety department.
OUR STRENGTHS IN SERVICE

* Independent quality and safety departments.

* Field engineering department to guide service department on critical problems
* Skill mapping of all individuals to ensure skill compatibility.
* Ongoing training programmes to upgrade skills.
* Independent training department with classroom and technical hands – on training.
* All these strengths help in giving you the perfect solution to any elevator servicing
requirements.
* High Callbacks unit are Monitored by Regional Quality Council for special
intervention of experts, if required.
* Completion of all critical service activities are monitored at regional level to ensure
all procedure
* Supply of genuine spares with high safety & quality standards.
* Add- on Improvement Packages and upgradation if desired by Customer.
PROXIMITY TO CUSTOMER

* Largest Networks of over 80 Service Centres covering over 300 towns and cities in the
Country.
* Patented service management software to monitor health of each unit.
* Automatic complaint escalation for units having higher breakdown.
* Units with longer shutdown get reported to GM Level.
* Clocking of response time for each call, ensures prompt service.
* Not only numbers of complaints, but type of failures are also recorded to conduct route
cause analysis.

OTIS LINE

Speedy response with minimum downtime :