GCS SERVICE

Following the acquisitions made over the past few years that created and built the business, GCS Service undertook a number of actions designed to consolidate administrative operations and standardize service protocols in 2003. While this focus on internal development resulted in lower 2003 results, these actions have set GCS on a course for long-term growth.

HIGHLIGHTS

> Established a single National Customer Service Center that contains a call center operation and an administrative support center that incorporates the work formerly handled by 33 regional branch locations, a move designed to greatly improve operating efficiency.

> Continued to strengthen its field service protocols, enhancing response times and overall service capabilities.

> Gained corporate account business in the quickservice market, the family-dining segment and the hospitality market, leveraging cross-selling opportunities with Ecolab's other divisions.

> Received a number of awards from the Commercial Food Equipment Service Association (CFESA) for its field service organization, which is considered the most highly trained and professional in the industry – as evidenced by the fact that last year it led the industry in attaining CFESA technical certifications.

OUTLOOK

GCS Service expects the infrastructure investments of 2003 to begin paying off with sales and profit improvement in 2004 as the division leverages its national network for growth. It will also work to further increase the productivity and profitability of its field service organization via continuous training efforts and additional investments in efficiency-enhancing technologies.