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Customer Satisfaction Analysis For Automation and
Control Solutions in the Southern African Power
Generation Sector
G006-CR
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Content
� Background to Study Slide 3
� Research Aims and Objectives Slide 5
� Scope of Research and Respondent Scope Slide 7
� Research Deliverables Slide 10
� Methodology followed Slide 14
� Benefits of Research Slide 16
� Frost & Sullivan Company Information and Contacts Slide
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Background to Study
Background:
Due to increasing demand for electric power and the looming
power shortages in the region, SADC member countries have
embarked on a massive refurbishment of existing power stations,
as well as Greenfield projects to meet the growing demand.
This has translated into a burgeoning market for ACS as the
industry looks for ways to improve both the reliability and
efficiency in their power generation activities.
It is in this light that Frost & Sullivan has carried out
this research, to gauge their satisfaction and assess whether
their
requirements in terms of product and service are being met. The
market is broad ranging, spanning everything from
Programmable Logic Controllers (PLCs) devices used in localised
machine control, to Distributed Control Systems (DCS),
control systems employed as a method of achieving plant-wide
control.
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Content
� Background to Study Slide 3
� Research Aims and Objectives Slide 5
� Scope of Research and Respondent Scope Slide 7
� Research Deliverables Slide 10
� Methodology followed Slide 14
� Benefits of Research Slide 16
� Frost & Sullivan Company Information and Contacts Slide
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Assess end-user satisfaction with ACS products and the
service they receive from their suppliers.
Research Aims and Objectives
The aim of this research project is to provide strategic
insight to suppliers of automation and control
solutions to this sector. With a total of 50,250
megawatts additional capacity has been identified
and estimated to cost in the region of $43.1 billion,
the ACS market to this sector is set to grow.
An understanding of key end user requirements and
their perception of the ACS market is critical for any
supplier who is looking to gain a significant portion of
this market
Assess the level of automation in the industry
A
Provide a strategic analysis of the purchasing process
including: purchase drivers & restraints, key decision
makers, sources of information, and purchasing channels
B
Evaluate and analyze end user requirements in terms of
ACS products and associated servicesC
D
Evaluate the effectiveness of supplier marketing
initiatives through analysis of brand awareness amongst
customer groupsE
In this context, the core objectives of this
project are to
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Content
� Background to Study Slide 3
� Research Aims and Objectives Slide 5
� Scope of Research and Respondent Scope Slide 7
� Research Deliverables Slide 10
� Methodology followed Slide 14
� Benefits of Research Slide 16
� Frost & Sullivan Company Information and Contacts Slide
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Scope of Research
Geographical Scope
� Botswana
� Namibia
� South Africa
� Tanzania
� Ghana
� Zambia
� Zimbabwe
� Swaziland
� Lesotho
Product Scope
� Programmable Logic Controllers (PLC)
� Supervisory Control and Data Acquisition
Systems (SCADA)
� Distributed Control Systems (DCS)
� Human Machine Interface (HMI)
Industry Scope
Power Generation Sector
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Respondent Scope
Frost & Sullivan conducted telephone interviews with ACS
end-users using a structured questionnaire. The questionnaire
was designed to get the information defined in the objectives,
hence the response formats for the surveys were open-
ended, constrained choice responses and rating questions. The
respondents included managers with technical knowledge of
ACS, power generation directors, power plant managers, plant
engineers, purchasing managers, and automation and
control technicians. This enabled us to get both technical and
strategic input from our respondents.
Organisation Type Target Designations Type of Information
Power Plants across the SADC
regionPower Plant Managers, Engineers,
Control and Instrumentation Managers,
Technicians.
Current satisfaction levels with products,
services from suppliers, perception of OEMs,
ACS needs and requirements
Power Utility CorporationsDirectors, Purchasing Managers,
and
Engineers
Strategic views ACS, Purchasing Drivers, Supplier
Details, indication of ACS future needs, Pricing
Issues
System Integrators, Agents,
and Distributors
Managing Directors, Sales Managers,
Engineers, Technicians
Industry Data, Supplier Information, product and
OEM perception
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Content
� Background to Study Slide 3
� Research Aims and Objectives Slide 5
� Scope of Research and Respondent Scope Slide 7
� Research Deliverables Slide 10
� Methodology followed Slide 14
� Benefits of Research Slide 16
� Frost & Sullivan Company Information and Contacts Slide
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Research Deliverables 1 / 3
1) An overview of the state of Automation
in the Southern African power generation sector
2) A Strategic Overview of the Purchase
Process
� End-User Purchase Drivers
� End-User Purchase Restraints
� Decision Making Process
� An analysis of the Sources of Information
about ACS
� Key Decision Makers
� An analysis of the purchasing channels used
� An Analysis of End-User Future Needs
Example Deliverable
Slides 10 to 12 provide an overview of the research outputs of
this analysis:
ACS Product in Metals & Mining
DCS
7%
SCADA
35%
PLC
35%
MES
4%
HMI
19%
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Research Deliverables 2 / 3
3) An Analysis of Customer Requirements of
their ACS suppliers
• Product related factors
• Service related factors
4) Customer Satisfaction Analysis
• Product quality
• Technical Support
• Delivery time
• Training
• Pre-sales support
5 ) End-User Evaluation of OEM
• Customer Service
• Product quality
• Technical support
• Delivery time
• Training
Example Deliverable
End-User Satisfaction
6.20
5.57
7.606.10
5.87
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2.00
4.00
6.00
8.00
10.00
Pre Sales Service
Delivery Time
Product QualityTraining
Tech. Support
Slides 10 to 12 provide an overview of the research outputs of
this analysis:
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Research Deliverables 3 / 3
Example Deliverable:
End-User Evaluation of OEMs
6 ) An Evaluation of the Effectiveness of
Marketing Efforts and Brand Awareness
Amongst the End-Users
• Overall Brand Awareness
• Comparison of Market share Analysis and Brand Awareness Levels
as indicated by the End-Users
• Detailed End-User market Share Analysis of the Major Suppliers
by Product:
•SCADA
•PLC
•DCS
•HMI
•MES
Slides 10 to 12 provide an overview of the research outputs of
this analysis:
0
5
10
15
20
25
30
35
40
Customer
service
Delivery
time
product
quality
Training Tech.
support
Overall
Citect Average
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Content
� Background to Study Slide 3
� Research Aims and Objectives Slide 5
� Scope of Research and Respondent Scope Slide 7
� Research Deliverables Slide 10
� Methodology followed Slide 14
� Benefits of Research Slide 16
� Frost & Sullivan Company Information and Contacts Slide
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Methodology Followed
This report discusses the findings of a survey carried out to
assess end user satisfaction with automation and control
solutions in the Southern African power generation sector. It
provides an in-depth analysis of end user requirements,
satisfaction, purchase drivers and restraints, and perception of
the main suppliers in the market.
This study was conducted through the following steps:
•Survey design
•Data collection
•Data processing
•Data presentation in figures
•Written discussion of quantitative findings
This study is based on thorough secondary and primary research
principles. 48 interviews were conducted with power
plant managers, engineers, directors of power generation, system
integrators, and automation and control solutions
providers in the SACD region.
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Content
� Background to Study Slide 3
� Research Aims and Objectives Slide 5
� Scope of Research and Respondent Scope Slide 7
� Research Deliverables Slide 10
� Methodology followed Slide 14
� Benefits of Research Slide 16
� Frost & Sullivan Company Information and Contacts Slide
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Analyses end-user requirements of ACS products and Service
Analysis of end-user purchase
restraints
Research Benefits
Evaluates brand awareness
levels amongst the end users
Strategic analysis of the
purchasing process
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3
4
5
7
6
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1
Benefits of Research
Analysis of end-user Market
Restraints
Provides an end-user satisfaction analysis with
ACS products and service from their suppliers
Analysis of end-user
purchase drivers
Provides key ACS suppliers
with information on how the
end users view their
Products and Services
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Content
� Background to Study Slide 3
� Research Aims and Objectives Slide 5
� Scope of Research and Respondent Scope Slide 7
� Research Deliverables Slide 10
� Methodology followed Slide 14
� Benefits of Research Slide 16
� Frost & Sullivan Contacts Slide 18
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Frost & Sullivan Contacts
Phil Howarth
Operations Director
Frost & Sullivan
Tel:+27 21 680 3269
[email protected]
Guillaume de Bassompierre
Account Executive
Frost & Sullivan
Tel:+27 21 680 3286
[email protected]
Kate Howarth
Marketing Manager
Frost & Sullivan African OperationsTel: +27 (0) 21 680
3261cell: +27 (0)[email protected]
Litiya Matakala
Research Analyst
Industrial Automation & Electronics
Tel:+27 21 680 3280
[email protected]
