| Submission Entry: | 1.) Digitalisation and inverterisation represent two relatively recent developments, amongst others (you are at liberty to invoke as many such relevant developments as you wish). As a manufacturer or supplier of HVACR equipment, what is the true measure of impact of such developments on such aspirations/outcomes as better energy efficiency, lower Total Cost of Ownership, better Indoor Environmental Quality IEQ), fire safety, reliability, data centre integrity, robust process cooling or stronger cold chain? (You may choose one, two or more aspirations/outcomes in writing your answer, as is/are relevant to the nature of products you manufacture or supply.) (222)Answer: Rheem as global manufacturer of Air Conditioning and Water Heating products have always placed special focus on market trends and developments. In recent years, Rheem invested globally and regionally in Inverter Driven Air Conditioners, Digitalization, Smart Wi-Fi Controls, A2L Refrigerant Products, Micro-Channel-Coils(MCHX), Cloud Data Analysis, Artificial-Intelligence(AI) for Predictive Maintenance, and Heat-Pump-Water-Heaters. We believe all above will consequently result in more sustainable future.
As HVAC and Water Heater manufacturer and supplier to MEA region, we understand the importance of digitalization and its values that can bring to customers. That is why Rheem MEA has invested in and developed a cloud-based dashboard(platform) named “myrheem.com” which is hosted & maintained using best-in-class technology infrastructure(Attachments1&2).
This dashboard includes all the tools and features of Rheem® Pro Partner™ Program which is designed to offer an extensive scope of benefits that deliver value and a positive impact for both contractors and customers(Attachments3&4).
Below are all features that our customers have access to via myrheem.com platform:
1–CoolSaver & Product Software: This platform allows user to access “CoolSaver” software which is designed for retrofit applications. Report on unit lifecycle cost analysis, cumulative savings, and environmental impact in replacement projects can be generated with this software(Attachment5). This platform also allows users to access Rheem RapidSpec software for fast and detailed product selection and submittal creation. DX-Selection-Software, VRF-Selection-Software, and Water-Heater-Selection-Software are other software in platform.
2–Help Desk: Pro-Partners have access to MEA Help Desk which is a dedicated gateway for them to submit their issues and concerns on range of topics directly to responsible person from Rheem or distributor’s end.
3–Rheem Training Academy & NATE(North-American-Technical-Excellence) Certification: In myrheem.com platform, we offer access to Rheem Academy which has over 500 online training courses videos. Rheem is the only manufacturer in region to provide NATE Certification program. Full guide and training for NATE certification is provided on this platform(Attachments6&7).
4–Cashback Tool: We offer cashback to our Pro-Partners. In myrheem.com platform, our Pro-Partners can easily submit for cashback claims for the promoted Rheem products they have purchased.
5-Product Technical Support(PTS): The platform also includes a section which has technical information such as specification sheets, submittal sheets, and installation instructions for all products offered by Rheem in MEA region.
6–Marketing Assets: Under this section, Pro-Partners get unlimited access to Rheem guidelines, ready- to-use templates, and reference examples to create engaging print and digital collateral for their market.
7–BrandZone/Promotional Items: BrandZone section helps Pro-Partner is further highlighting badge of honor of being a Pro-Partner. Each branded promotional item, apparel and publication under BrandZone has an associated Minimum-Order-Quantity(MOQ) and a negotiated price from our approved vendors(Attachment8).
8–Pro-Parts: Access to all Rheem’s Air-Conditioning products service Bill-Of-Material(BOM) and technical exploded drawings from same platform.
Rheem MEA has a dedicated team focusing on myrheem.com. This team’s responsibility is to keep the platform updated throughout the year, teach different consumers on different tools available in digital platform, and troubleshoot customers difficulties when they use the tools within this digital platform.
2.) Aftermarket operational/lifecycle/performance data have become an integral part of continuous improvement in the HVACR industry. As a manufacturer or supplier, what is the data that you collect/track, and what is your approach to that data? How do you collect/track that data? How do you validate them? How do you use the data? And what is your approach to analysing the data in ensuring that your interpretation and subsequent data-based action are able to improve such aspirations/outcomes as better energy efficiency, lower Total Cost of Ownership, better Indoor Environmental Quality (IEQ), fire safety, reliability, data centre integrity, robust process cooling or stronger cold chain? (You may choose one, two or more aspirations/outcomes in writing your answer, as is/are relevant to the nature of products you manufacture or supply.) (223)Answer: Rheem collects different data and feedback from different channels and for different reasons. Feedback is collected from service team, VOC, smart applications, cloud storage, and remote monitoring software. We follow string measures on keeping privacy of data. For example, our mobile applications comply with all GCC data acquisition compliances. With agreement of our users and through our smart mobile applications, we observe user patterns and store these data in cloud storages. These data will help us to identify different consumption patterns which consequently lead us to optimize our product efficiencies(Attachment9).
We have a proactive and reactive approach to data. Proactive approach comes prior to launching a product which assists us in launching a product that has already proven track of success in real time application scenarios. Reactive approach comes after launching and commissioning products in different projects which that data will help us in improving our unit performance when new product is designed. With data collected, we perform different types of analysis such as Eight-Disciplines-Methodology (8D), Fishbone Analysis (Ishikawa), and Why Why Analysis(Attachment10,11). Reason behind this analysis is to figure out causes of problems and capture failure trends. We then take actions accordingly based on analysis and even send Failure-Trend-Reports to our component suppliers if needed.
Early in our Product-Development-Process, in order to ensure our products, align with customer needs, we have established a Product-Excellence-Panel(PEP) consisting of consultants, contractors, and end users. This collaborative approach ensures that our products align with specific needs of market and clients. Our product development journey emphasized collating Voice-of-Customer(VOC). We engage with stakeholders, from project inception to completion, and actively incorporate their feedback. We collect VOC’s in PEP sessions which collated results will then be used in designing a product which meets market requirements(Attachments12-13).
During our Product-Development-Process, we test units in certified labs for performance/safety. We analyze this data to identify any concerning points and implement corrective measures to improve product before final development. Additionally, we send products to 3rd party labs which are approved by different regulatory bodies for performance testing and verification(Attachment14). This iterative process of design, testing, and refinement allows us to continuously enhance product reliability, energy-efficiency, and overall performance. Prior launching a product, our products undergo a minimum of 1-year of field trial testing. To validate data, we run multiple simultaneous field trials in different locations for same product to check for variance of collected data. Data collected is then analyzed to ensure product is ready for launch. This analysis helps us understand product performance, identify potential issues, and assess effectiveness of product design.
Rheem has a strong partnership with its distributors and Pro-Partners. Through this strong partnership we constantly collect feedback and data from our Pro Partners on Rheem products performance in different projects/conditions. If there is an issue happening in field, with help of collected data, Rheem Service Team create Field-Failure-Reports(FFR) and conduct monthly quality review sessions with factory to discuss reports(Attachment15). This data helps us to do product updates and design changes if deemed to be necessary.
3.) Performance of assets or facilities is so much dependent on regular upkeep and commissioning. As a manufacturer or supplier, how are you supporting asset or facility management initiatives and endeavours of owners towards achieving better energy efficiency, lower Total Cost of Ownership, better Indoor Environmental Quality (IEQ), fire safety, reliability, data centre integrity, robust process cooling or stronger cold chain? (You may choose one, two or more aspirations/outcomes in writing your answer, as is/are relevant to the nature of products you manufacture or supply.) (224)Answer: In Rheem MEA, we have regional and global dedicated service teams. Customer support, warranty management, spare-part support, and specialized services such as commissioning, retrofit solution provision and custom designs are all part of Rheem’s service team responsibilities. Quality process we follow to aid our end users is as follows. Initially the end-user or contractor logs in the complaint via email or phone call. This complaint is validated by Rheem’s official distributor service team(DSC). The DSC will provide immediate solutions with detailed reports on observation if complaints can be fixed quickly. Rheem-Service-Team(DTR) conducts routine meetings with DSCs to collect product feedback. Then MEA team discusses manufacturing/design issues to Rheem’s Global Warranty Improvement team for resolution. With this clear process we ensure to provide full comfort to our end user(Attachment16).
One of main supports Rheem provides to help facility management initiatives in achieving higher energy efficiency is provision of retrofit solutions. We have a specific software designed and programmed by Rheem MEA named “CoolSaver” which performs analysis for retrofit applications. The software showcases kWh, Carbon Emission, and Cost savings when in retrofit project Rheem units are used as existing units replacements(Attachments17).
Rheem has always placed a special emphasis on supporting installers and facility owners to ensure energy efficient and optimum performance of its product during years of use. That is why one of the main pillars in Rheem’s “A-Greater-Degree-of-Good” sustainability program launched in 2019 was “Degree of Leadership” where Rheem set target to train 250,000 plumbers, contractors, and key influencers on sustainable products, sustainable installations, and recycling best practices. Till date, Rheem is proud to declare that more than 480,000 people have been trained under this program(Attachment18).
Moreover, we have introduced North-American-Technician-Excellence(NATE) certification program in GCC which guarantees quality of knowledge acquired by technical staff responsible for product installation and commissioning. Currently Rheem is training 100 NATE-certified technicians across GCC.
For our products, we have structured training modules that focus on installation, operation, features, and specifications. We also provide after-sales training on service/maintenance, which are crucial for optimal performance. We offer access to Rheem Academy, where our service team, pro-partners, and customers enroll in various online training courses. Over 500 training courses are currently on this platform.
In August-2020, Rheem opened its Innovation-&-Learning-Centre(ILC) in Dubai where different ranges of Rheem’s products are shown in running conditions so service teams from different companies get hand-on training on products. Till date +2000 people have been trained in this Centre. Furthermore, in February-2024, Rheem opened its biggest Innovation-&-Learning-Center in Riyadh to further upskill different individuals’ knowledge in sustainable commissioning/maintenance of products throughout years(Attachment19).
4.) Describe your HR practices as a manufacturer or supplier. Do elaborate on how you hire, train, mentor, evaluate and reward your employees towards not only capacity-building and the commercial growth of the organisation but also for them to deliver better energy efficiency, lower Total Cost of Ownership, better Indoor Environmental Quality (IEQ), fire safety, reliability, data centre integrity, robust process cooling or stronger cold chain? (You may choose one, two or more aspirations/outcomes in writing your answer, as is/are relevant to the nature of products you manufacture or supply.) (225)Answer: Apart from having experience in field of HVAC, Rheem also looks at other aspects while hiring an individual such as communicational skills, attitude, learning eagerness, and career achievements. Rheem culture is around integrity, honesty, and commitment to delivering best solutions to end consumer. Hence, candidates go through multiple interview sessions before hiring to ensure that personality of new hire aligns with Rheem’s culture. We have clear job-descriptions for each position at Rheem to provide candidates with necessary information prior applying for job at Rheem. Rheem also has Individual-Development-Plan(IDP) which is targeted to make employees grow professionally year after year. Individuals who achieve high scores in their IDPs for consecutive years will have chance of promotions upon position availability.
We believe that training employees is crucial for growth of company. One of our key strategy lines is “Invest to Grow” which is not only inclusive to R&D investments, and acquisitions, but it also includes investing in employees and young talents. All employees at Rheem have access to Rheem-Academy which has over 500 training courses on Rheem’s products. All Rheem employees also have special access to Udemy.com which has over 250,000 online video courses on different topics. Rheem also offers education/certification grants to employees who want to obtain relevant certifications with a certain passing grade. Certifications can include Six-Sigma, LEED-GA, CEM, etc.
Rheem is a global company with 24 manufacturing plants and 45 brands underneath it. This builds a great opportunity for different Rheem global teams to gather and share knowledge to improve product efficiency, safety, and sustainability. Every quarter of year Rheem holds a separate global collaboration summit for its air-conditioning and water-heating products, where different R&D teams from different companies under Rheem come together to share ideas and progress. Rheem also provides opportunities for employees to travel to different Rheem’s global factories and provides them opportunity to transfer to different Rheem offices around world based on position availability.
Training employees on sustainability and creating culture that drives sustainability in organization is another focus of Rheem. Through Rheem’s “GoodWorks” program, Rheem employees are encouraged to participate in different activities. For example, Rheem Canada planted +75 native trees in a local park, Rheem China held litter cleanups in Jiuzhaigou Scenic Area, and Rheem MEA collected 44kgs of goods for recycling and upcycling. Overtime, most active employees in GoodWorks activities get rewarded for their participation(Attachment20). In terms of sustainability training programs, Rheem global companies hold different sessions to train employees in recycling that drives Rheem’s Zero-Waste-to-Landfill goals. As an example, Rheem Australia team developed an online training module to educate employees on proper waste sorting and implemented new bin signages across facility(Attachment21).
Across Rheem’s global factories, different Kaizen events are held in which employees that participate in the event get certification of participation and ones who bring ideas to improve manufacturing processes get rewarded. As an example, in July 2024, Rheem AC Division held a Kaizen event which manual product assembly cells were adapted for pregnant women workers following Kaizen CCF methodology(Attachment22).
5.) As a manufacturer or supplier, how are you contributing to a Circular Economy? (226)Answer: In 2019, Rheem has introduced its Sustainability goals set to be achieved by 2025 under program “A Greater Degree of GoodTM”. Every year, Rheem’s dedicated global sustainability team publishes report which shows Rheem’s Global progress in each goal. The three main sustainability pillars in this program all contribute to Circular Economy. Below are the goals set and their progress until end 2023(Attachments 23,24):
1.Degrees of Innovation: Rheem aims to launch line of products with 50% reduction in GHG footprint by 2025, supporting SDG7:Affordable-and-Clean-Energy. Till date, +31.95 million-metric-ton of CO2e is avoided by Rheem’s products sold from 2019. Rheem also understands that sustainable packaging of its products has direct contribution to Circular Economy & GHG emissions. Hence, in 2023, Rheem has formed a Sustainable Packaging Task Force. Rheem Vietnam removed Expanded Polystyrene(EPS) foam from packaging of its newly launched product swapping it with cardboard bumpers which resulted in eliminations of over 80% of EPS. Rheem-Parts-Division converted most of their packaging boxes to boxes made of recycled content and that can be recycled. Intergas, one of Rheem’s latest acquisitions in Europe, has recently converted most of its products packaging designs to single color print to improve recyclability.
2.Degrees of Efficiency: Our goal is to reduce GHG emissions by 50% and achieve Zero-Waste-to-Landfill(ZWTL) across our global manufacturing operations by 2025 aligned with SDG12:Responsible-Consumption-and-Production. Till date, +720metric-ton of CO2 equivalent is reduced by Rheem Factories Energy-Management-Program. Also, 76% of Rheem’s manufacturing plants have been qualified for ZWTL and +50,000metric-tons of waste has been diverted in 2023. At Rheem Fort-Smith plant, we implemented wood recycling program, while Rheem China explored solutions for repurposing ceramic waste from water heater manufacturing as decorative pottery. Friedrich Air Conditioning repurposed a portion of its waste cardboard by using it to create packing fill. Rheem’s factory in Dubai is first in GCC to have helium recovering equipment. Rheem UAE factory also utilizes solar energy for powering the production line which leads to reduction of carbon footprint by 275,000kgs(Attachment25).
3.Degrees of Leadership: We will train 250,000 plumbers/contractors on sustainable products and installation, along with recycling best practices by 2025. Till now, +480,000 people are trained on sustainability surpassing our set target. In our training sessions we include topics on how to recycle product packaging and replacement parts to ensure Circular Economy.
Also, in our Product-Development-Process(PDP), we gather key representatives from our R&D, Sourcing, Manufacturing, and other teams for Sustainability-Strategy-Sessions. These sessions cover 12 different sustainability aspects of developing a product which “Design with Responsible Material” and “Considering End-of-Life Solutions” are two aspects related Circular Economy specifically(Attachment26).
Rheem also invests regionally in Circular Economy matters. Starting from beginning of 2024 till date, +2961kgs of waste has been diverted in Rheem Dubai factory. Waste stream included cardboard boxes, pallets, plastic bags, packing material(Thermocol), and PU foam. In our Dubai office and under Rheem’s Global GoodWorks sustainability program we have recycled +190kgs of papers and cardboard boxes until Q3-2024. We have also partnered with KISWA and collected 44kgs of clothing for recycling/upcycling purposes(Attachment27).
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