C h a r L E s a p E t E r s S e n i o r E xe c u t i v e V i c e P r e s i d e n t 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 customeroriented 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 E m e r s o n 2 0 1 3 A n n u a l R e p o r t