John Morris
John Morris Scientific Service plus Solutions
Scientific
Company Profile
2013
John Morris
John Morris Scientific Service plus Solutions
Scientific
Why John Morris Scientific? For Our Suppliers: • Financially stable • Experienced leadership • Over 90 staff • Extensive market coverage throughout Australia, New Zealand & Pacific region • Dedicated, tertiary trained Product Specialists with uncapped domestic travel budgets • Service guarantee – 5 specialised repair centres, large training budgets and 12 qualified technicians • Customised systems for best practice distribution – integrated ERP and CRM • Professional marketing/promotion – social media, web presence, blogs, eMarketing and traditional marketing • Large field sales team located in all major cities • Dedicated internal sales, customer service and support centre
For Our Customers: • Factory trained sales and service personnel • Dedicated service operations centre • Extensive service facilities - including NATA and NIST calibration facilities • Free equipment demonstrations and trials • Preventative maintenance and extended warranty options • Convenient equipment leasing plans • Unmatched market coverage extending to remote areas • Dedicated customer service call centre • Regular email specials and newsletters • Extensive internet presence with over 50,000 product pages • Broad coverage on social media platforms
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For Over 50 Years
Mission Statement Our mission is to provide the most efficient distribution and service of scientific solutions. This will be achieved through: • Listening to, understanding and responding to the technical and commercial interests of our customers.
• Disseminating product information to our customers through regular contact, mailings, advertising, seminars and exhibitions.
• Providing competent advice to match product type and quality with customer needs.
• Maintaining leadership in product technology.
• Ensuring that product delivery and commissioning are efficient and timely. • Maintaining short lead times for high-turnover products. • Providing a prompt and reliable instrument repair service. • Maintaining an image of skill, efficiency, honesty, integrity, care and reliability. • Encouraging staff training and skill development. Our products will continue to be supplied by leading manufacturers around the world who are carefully selected for quality, reliability, integrity, service and appropriateness to our customer base. We acknowledge responsibility to our vendors to maximise sales and to provide regular feedback on market needs and trends, product performance and competition. Our methodology will follow a Quality System. This System relies on commitment and training, producing an environment of mutual co-operation and trust between management, staff, customers and suppliers. The System’s procedures themselves will be subject to periodic and systematic review to reflect changes within the company and its environment.
Norbert Wyzenbeek Chairman
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[1]
John Morris
John Morris Scientific Service plus Solutions
Scientific
The Company John Morris Scientific was founded in April 1956 by John Leon Wyzenbeek and Morris Garlick – hence the name John Morris. Since this date, three generations of the Wyzenbeek family have worked in John Morris Scientific. At present, John Wyzenbeek’s son Norbert Wyzenbeek is Chairman of the Board, and two of Norbert’s children are active in managing the business. John Morris Scientific is the only third generation, privately owned scientific instrument supplier in the South West Pacific region. John Morris Scientific prides itself on its family roots. We consider our staff, suppliers and customers to be an integral part of the John Morris Scientific family. Over 90 staff members across Australia and New Zealand make up the John Morris Scientific team. John Morris Scientific supplies and services the scientific instrument needs of clients located in Australia, New Zealand and the Islands of the South West Pacific. John Morris Scientific is renowned for providing quality service, professional staff, specialised knowledge of products to suit a range of applications and fast product delivery. Andre and Karl Wyzenbeek
Company Philosophy Our friendly team live our company motto Service plus Solutions. In addition to providing the best products, we also deliver superior: • • • • •
40% 36%
Applications support, Training, Installation, Preventative maintenance, and Service backup.
We believe that when a customer chooses John Morris Scientific, they are also choosing peace of mind.
15%
5% Certain
Very Likely
Somewhat Likely
Unlikely
4% Very Unlikely
Likelihood Of Dealing With John Morris Scientific In The Future John Morris Scientific cares about not simply attracting new customers, but also retaining existing customers. The figure above illustrates that the customers we serve today, plan to do business with us tomorrow.
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3rd Generation Family Owned Business
Customer Relationship Management CSIRO 3%
Our customised Customer Relationship Management package allows us to: • • •
Non Profit 3%
Government 15%
Record and share customer transactions Automatically generate quotes Direct advertising and specific marketing collateral to targeted industry segments
.gov
.com
Companies 45%
.edu Customer Statistics
Contacts:
47,517
Accounts:
12,912
Email addresses:
38, 216
Opportunity win rate:
Universities 34%
Who Our Customers Are By URL
53.9%
Senior Personnel Chairman Norbert Wyzenbeek
Managing Director Andre Wyzenbeek
Head of Service Division Peter Cole-Clarke
Branch Resource Manager Nic Reynolds
Chief Financial Officer Jeff Tyson
HR Manager Emma Moore
Head of Logistics
Brett Hardaker
IT Manager Alan Moon
Head of Marketing Steve Thompson
Director & Head of Internal Sales Karl Wyzenbeek
Head of Field Sales John Shannahan
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John Morris
John Morris Scientific Service plus Solutions
Scientific
Sales Team Our sales force across Australia and New Zealand comprises: • 18 field sales personnel (Territory Managers) who are each allocated a specific geographical sales territory.
• 15 Product Managers whose roles include managing specified products, providing specialised technical and application support (to both Territory Managers and Internal Sales) plus coordinating marketing activity.
• 14 internal customer service staff who ensure rapid response to customer sales and enquiries.
All members of our sales team nurture strong relationships with our existing and potential customers by understanding their business objectives plus technical product requirements and tailor solutions to meet their needs.
John Shannahan
Head of Field Sales
Our sales team develop accurate quotes, assist in customer training, provide product demonstrations, co-ordinate installation and follow-up after sales to ensure customers’ needs are satisfied. The sales team receive regular internal and external sales and product training.
Sales Model
Customer Satisfaction With Our Sales Team 47%
34%
10%
Complete
A Lot
Some
5%
4%
Little
None
As shown in the figure above, customers are satisfied with the recommendations and support provided by our Sales Team.
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Supporting Our Agency Partners
Marketing Punch The Marketing Division partners with our Sales Team and vendors in developing and implementing initiatives to stimulate sales volumes. Every fortnight John Morris Scientific produces industry and/or product specific campaigns which we promote via: • • • • • • •
eMarketing campaigns (targeting our 40,000+ data base). Special offers highlighted on our website. Email signatures (linked to campaigns for use by our sales team). Inserts in appropriate journals. Social media promotions (including Facebook). Direct mail communications. Flyers distributed through our sales team.
Steve Thompson Head of Marketing
The diversity of services available in supporting our vendors include: preparing product specific brochures and flyers; creating special promotional campaigns; implementing targeted promotions; inclusion on our website (plus enhancing SEO/SEM search opportunities); press release circulation to targeted industry media; producing sales collateral; organising presentations, proposals, trade show participation, etc. Our website is the most comprehensive scientific distributor website in the region, containing over 50,000 pages of instruments, application notes, trouble shooting and service details. It also features a customised Google search engine, allowing customers to search under product, vendor, application or industry. Users can even initiate a “Live Chat” with our trained Customer Service and Phone Sales Team.
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[5]
John Morris
John Morris Scientific Service plus Solutions
Scientific
Service Division Our specialised facilities and capabilities include:
• Factory trained and tertiary qualified electrical/mechanical/refrigeration engineers • Clean room facilities including refrigeration repair • Traceable CO2 and respiration calibration • NATA certified pipette calibration laboratory • Refractometer calibration & certification • Vacuum pump assessment and repair • NIST traceable gas-flow and vacuum gauge calibration • Testing of water quality measurement instrumentation • State-of-the-art mechanical and electronics workshops
All John Morris Scientific service technicians are fully trained and attend regular manufacturer conducted factory training programmes – ensuring your equipment is performing to its optimum capacity and required standards.
John Morris Scientific provides a choice of Service Agreements (Platinum, Gold, Silver) which can be further tailored to your specific requirements.
Routine Preventative Maintenance Safety Checks Technical Service Reporting Telephone Support Verification Priority Breakdown Service Replacement Parts Software Updates Multi-Year Agreements Technical Application Support Calibration Services Guaranteed Response Times Extended Parts/Labour Warranty Loan Equipment We service and maintain all major scientific equipment brands throughout Australia, New Zealand and the Pacific region.
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Qualified Local Service
Service Centres of Excellence John Morris Scientific has established centres of excellence for the repair, preventative maintenance, calibration, installation and commissioning of scientific equipment located across Australian and New Zealand. Our Service Division provides expertise in the following areas.
Pipette Calibration and Servicing Our pipette laboratory is NATA certified ensuring all work performed is to the highest standards. We are also the only Gilson Authorised Pipette Service Centre in Australia/New Zealand and offer calibration and repair on most pipette brands including Gilson, Eppendorf and Thermo.
Vacuum Pumps We service most types of pumps (rotary vane, turbo, diaphragm, cryo and ion) plus sensors and gauges including Vacuubrand, Adixen, Buchi, Edwards, Varian, Leybold and Pfeiffer. We feature a huge range of spare parts, a dedicated glass bead polishing unit, environmentally friendly oil reclamation, clean room environments for re-assembly, vacuum ‘bake-in’ stations for post assembly verification as well as leak detection services for continued out of specification fault finding.
Gas Flow and Vacuum Sensors Our state-of-the-art MKS calibration bench is appointed with multiple NIST traceable standards providing accuracy to 0.02% of reading with a calibration range from 0.0005 to 1000 Torr. We are able to calibrate most sensor technologies including Baratron, Capacitive, Piezo and Pirani. JMS Service Division offers calibration for MKS, Vacuubrand, Pfeiffer, Adixen, Edwards and Oerlikon sensors as well as a range of service checks for other brands.
Helium and Hydrogen Leak Detection Our team of technicians is factory trained in the service and use of helium and hydrogen based leak detection. Our experience encompasses a wide range of manufacturers including Adixen and Sensistor across diverse industry sectors.
Verification of Infrared Gas Analysers and Light Sensors Designed in collaboration with Li-Cor, we specialise in the verification and repair of ultra sensitive CO2 gas analysers and photosynthesis systems. Our environmentally controlled facility includes NATA & LI-COR factory certified reference gases, state-ofthe-art CO2 analysers, dew point generators, NIST traceable MKS Mass Flow Meters, LI-COR certified reference PAR and quantum light sensors. We are able to offer both atmospheric and benchtop CO2 verification and repair.
Water Samplers Our specialists offer complete service and support for ISCO water samplers including repair, preventative maintenance contracts and full refurbishment. Our capabilities include technical backup and support, application advice and modifications for common site related issues. +[Service Plus Solutions]
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[7]
John Morris
John Morris Scientific Service plus Solutions
Scientific
Senior Personnel Andre Wyzenbeek Managing Director
Andre began his career in the logistics department during school holidays. In the 1980’s it was not unusual to find him sweeping floors or packing boxes. Upon completing a Bachelor of Communications majoring in Advertising and Digital Media, Andre spent 4 years as a Territory Manager, 5 Years as a Product Manager for multiple agencies, 2 years as the Sales Manager and 12 years as the Marketing Manager – many of these roles consecutively. With in-depth factory training on almost every brand we sell and practical experience in most departments Andre has broad understanding on most facets of our business. Jeff Tyson
Chief Financial Officer
Jeff is the Chief Financial Officer for John Morris Scientific. Jeff has more than 20 years business experience in areas of retail, insurance, industry funds and manufacturing/ construction. His previous positions include CFO (Australasia) and Company Secretary for Tie Rack (London), Director and CFO Coverforce Insurance and General Manager for National Entitlement Security Trust. Jeff is a Fellow of the Institute of Public Accountants and holds a Masters in Business Administration. John Shannahan
Head of Field Sales
After gaining a first class Honours degree in Microbiology, John Shannahan worked for 11 years in diagnostic pathology, including as an assistant chief scientist at Royal Perth Hospital. In 1993, John moved to Becton Dickinson, where he worked as the WA state manager for microbiology and blood collection products, and then in Sydney as national sales manager (Australia and New Zealand). In 2001, John completed a Masters in Management, and took up employment with Crown Scientific. During his employment with Crown Scientific, John held positions in sales and marketing, ultimately becoming the General Manager. John also has experience in scientific recruitment. John joined the John Morris Scientific family in April 2011. Karl Wyzenbeek
Head of Internal Sales and Director
Karl completed a Bachelor of Commerce, majoring in Marketing and Strategic Management, from the University of Sydney. Karl worked part-time at John Morris Scientific during his studies and has worked full-time since completion. Karl has extensive experience in various areas of the organisation, including: warehouse and logistics, accounts and sales. Current achievements include developing and managing the Internal Sales Team. Steve Thompson
Head of Marketing
Steve has over 20 years marketing experience gained across diverse industry segments including biotechnology, ICT, education and financial services – with both national and international organisations. His scope of skills include campaign development (e-marketing, direct mail, online, social media), communications, sales collateral, brand management, segmentation and research. Steve has qualifications in Marketing, Business Administration and Advertising and is a member of the Australian Institute of Management and Australian Marketing Institute.
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Experienced Management Team
Peter Cole-Clarke
Head of Service Division
Peter possesses over 20 years’ experience in managing service/support teams, business systems and processes within the scientific and medical industry. Peter has been involved in the development of an international based (Oceania region) service/support organisation. He has a Bachelor and Masters degree in Science as well as extensive electronic experience. He brings a wealth of management experience and leadership to ensure JMS provide excellent after sales customer support. Brett Hardaker
Head of Logistics
Brett commenced his employment with John Morris Scientific over 29 years ago as an assistant to the warehouse supervisor in 1982. Since this time, he has gained extensive experience in inventory management, internal sales and all facets of purchasing and logistics. Brett held the position of National Purchasing /Warehouse manager as well as Quality Assurance Manager for many years and has gained qualifications in Internal Quality Systems Auditing (ISO 9001 / ISO 9002). Brett is currently Logistics Manager for Australia and New Zealand. Nic Reynolds
Branch Resource Manager
Nic commenced with John Morris Scientific in 1985 with the implementation of the first networked ERP system for JMS. During the intervening time Nic has implemented a complete replacement of the original system in 1999 whilst maintaining the background accounting systems and being an integral part of the management team including JMS gaining ISO9001 accreditation in 1994. More recently Nic has divested the accounting functions of JMS to concentrate on the development of the ERP systems, establishing an OH&S committee and upgrading of JMS office locations in both Australia and New Zealand. Alan Moon IT Manager
Alan joined John Morris Scientific in October 2010. Originally from an accounting background, Alan moved into the burgeoning microcomputer network industry in 1992. He qualified as a Microsoft Certified Network Engineer, and ran his own business installing and maintaining computer networks for over fifteen years, servicing a range of organizations including professional firms, manufacturers and government departments. Emma Moore
Human Resources Manager
Emma has extensive experience in Human Resources Management in a range of industries including publishing, warehousing & logistics, retail and local government. Her generalist Human Resource Management roles have provided scope to develop skills in recruitment selection and induction, training & development planning, workplace health and safety as well as employment relations management and Enterprise Agreement negotiations. Emma holds a Bachelor of Business and professional membership of AHRI.
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John Morris
John Morris Scientific Service plus Solutions
Scientific
Customer Satisfaction To ensure that we measure up against the needs of our customers, we routinely monitor customer satisfaction. Here is what our customers say about us.
How We Compare Against Similar Organisations 70% 60% 61% 50% 40% 30% 27%
20% 10% 5%
7% 5%
0% More Professional
About The Same
Lacking
Seriously Lacking
John Morris Scientific is serious about maintaining its competitive advantage. The figure above demonstrates that when asked how we compare to similar organisations, customers rated us as more professional.
Customer Satisfaction With Our Service Team Little 6%
Customer Satisfaction With Our Products
None 5%
Some 9%
Poor 4%
Unacceptable 2%
Adequate 6% Complete 36% Good 35%
Excellent 53%
A lot 44%
The figure above illustrates that customers are very satisfied with our Service Team.
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The figure above illustrates that a majority of customers view our product range as excellent.
Serving Customer Needs
Office Locations
Staff Profile - 90 Members Service Technicians
Marketing Logistics
Over 70% of John Morris Scientific staff work in: Administration
Product Managers
a) Customer Service and Sales b) Repair and Service Support c) Technical Product Management No other private organisation in our market invests in service and solutions like John Morris Scientific.
Customer Service
We know it is easier to keep a customer than find a new one. That is why our dedicated teams work hard to ensure every customer interaction is a pleasant one.
Territory Managers
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John Morris
John Morris Scientific Service plus Solutions
Scientific
Geographical Comparison Australia compared to North America
Australia compared to Europe
Population Comparisons (millions):
John Morris Scientific Team
Australia Germany Great Britain Ireland
22.7 81.8 62.4 4.6
Japan New Zealand Texas USA
Data obtained from various online sources (2012).
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128 4.4 24.8 312
Premier Brands - Global Partners
Germany
USA
U.S.A
Germany
Japan
Sweden
Germany
USA
United Kingdom
Germany
USA
Germany
Germany
Germany
USA
USA
Germany
U.S.A
England
Hungary
Vacuum
Laboratory
Our Partners
USA
USA
USA
USA
USA
Petrochemistry
Switzerland
USA
Germany
USA
Biotechnology
Environmental
Japan
Denmark
USA
USA
Japan
Germany
USA
United Kingdom
Current at March 2013
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John Morris Scientific has a proud heritage spanning over 50 years and specialises in the supply, installation and servicing of laboratory consumables and instrumentation covering diverse industry sectors throughout Australia, New Zealand and the Pacific region.
John Morris Scientific
John Morris Scientific Service plus Solutions Head Office Address Enquiries Fax Email
61-63 Victoria Avenue Chatswood NSW 2067 Australia +61 (0) 2 9496 4200 +61 (0) 2 9417 8855 info@johnmorris.com.au
Free Call: 1800 251 799
New Zealand Address Enquiries Fax Email
78 Wellesley Street Auckland NZ 1010 +64 (0) 9 366 3999 +64 (0) 9 366 3060 info@jms.co.nz
PROUDLY AUSTRALIAN
www.johnmorris.com.au
