1. Service Quality Innovation Trust Safety Quarterly Meeting February 2013

2. Service Quality Innovation Trust Safety Arthur Samet Change that adds value for customers Doing things differently and creating better outcomes

3. Service Quality Innovation Trust Safety Innovation is the development of new customers value through solutions that meet new needs, inarticulate needs, or old customer and market needs in value adding new ways. This is accomplished through more effective products, processes, services, technologies, or ideas that are readily available to markets, governments, and society. Innovation differs from invention in that innovation refers to the use of a better and, as a result, novel idea or method, whereas invention refers more directly to the creation of the idea or method itself. Innovation differs from improvement in that innovation refers to the notion of doing something different (Lat. innovare: "to change") rather than doing the same thing better. productsprocessesservicestechnologies ideasmarkets governmentssocietyinventionimprovement

4. Service Quality Innovation Trust Safety Innovation is the development of new customers value through solutions that meet new needs, inarticulate needs, or old customer and market needs in value adding new ways. This is accomplished through more effective products, processes, services, technologies, or ideas that are readily available to markets, governments, and society. Innovation differs from invention in that innovation refers to the use of a better and, as a result, novel idea or method, whereas invention refers more directly to the creation of the idea or method itself. Innovation differs from improvement in that innovation refers to the notion of doing something different (Lat. innovare: "to change") rather than doing the same thing better. productsprocessesservicestechnologies ideasmarkets governmentssocietyinventionimprovement

5. Service Quality Innovation Trust Safety Innovation is the development of new customers value through solutions that meet new needs, inarticulate needs, or old customer and market needs in value adding new ways. This is accomplished through more effective products, processes, services, technologies, or ideas that are readily available to markets, governments, and society. Innovation differs from invention in that innovation refers to the use of a better and, as a result, novel idea or method, whereas invention refers more directly to the creation of the idea or method itself. Innovation differs from improvement in that innovation refers to the notion of doing something different (Lat. innovare: "to change") rather than doing the same thing better. productsprocessesservicestechnologies ideasmarkets governmentssocietyinventionimprovement

6. Service Quality Innovation Trust Safety Innovation is the development of new customers value through solutions that meet new needs, inarticulate needs, or old customer and market needs in value adding new ways. This is accomplished through more effective products, processes, services, technologies, or ideas that are readily available to markets, governments, and society. Innovation differs from invention in that innovation refers to the use of a better and, as a result, novel idea or method, whereas invention refers more directly to the creation of the idea or method itself. Innovation differs from improvement in that innovation refers to the notion of doing something different (Lat. innovare: "to change") rather than doing the same thing better. productsprocessesservicestechnologies ideasmarkets governmentssocietyinventionimprovement

7. Service Quality Innovation Trust Safety Education & Certifications Samet University Courses Attended Blue Beam Software and Field Applications Lean Construction Overview and Field Applications Achievements & Certifications Brian Hall, UNCG MBA Ken Grube, LEED Green Associate Aaron West, LEED Green Associate Paul Adolwa, LEED Green Associate Seminars and Workshops 14 th Annual Lean Construction Conference Mike Gobble, Keith Price FMI Sales & Business Development Seminar Mike Gobble, Doug Lawrimore

8. Service Quality Innovation Trust Safety Customer Feedback Elon University “Good Job! Thank you for the Hard Work! Survey Results: 9 out of 10 - Raving Fan!” Brandon Hardy Project Manager David Witzel Preconstruction Walt Dupont Superintendent Susan Sain Project Administrator Hillel HouseCompletion Survey - Holly Hodge, Elon University Jennifer Shah Accounting April Hilliard Accounting

9. Service Quality Innovation Trust Safety Customer Feedback Service By Air “Survey Results: 8 out of 10” SBA Expansion Completion Survey Robbie Nunn Project Manager Mike Brown Superintendent Beverly Barker Project Administrator - Don Swaim, Airport Logistics April Hilliard Accounting

10. Service Quality Innovation Trust Safety Customer Feedback HPRHS “ Survey Results: 9 out of 10 - Raving Fan!” Orthopedic RenovationCompletion Survey Robbie Nunn Project Manager Keith Jones Superintendent Beverly Barker Project Administrator - Jim Morton, HPRHS April Hilliard Accounting

11. Service Quality Innovation Trust Safety Customer Feedback R.L. West “Survey Results: 9’s and 10’s” Langtree at the LakePre Construction Survey Deanee Popp Project Administrator TJ Baker Project Manager Andrew Larach Project Manager Jeff Kennedy Project Executive David Lowe Superintendent - Mark Lockman, Langtree Ruth Hylton Accounting

12. Service Quality Innovation Trust Safety Customer Feedback WSSU “WSSU is very Pleased with the work of Samet / SRS Survey Results: 10 out of 10 - Raving Fan!” Center for Design Innovation Pre Construction Survey - Ronald Vanard, WSSU Brandon Hardy Project Manager David Witzel Preconstruction Susan Sain Project Admin Maurice McNeal Project Executive Blake Bost Superintendent Jennifer Shah Accounting April Hilliard Accounting

13. Service Quality Innovation Trust Safety Tryon Place | Contact Us Travel Seawell Superintendent ‘Thank You to All Your Staff’ ‘...Very Helpful’ ‘…Preplanning’… Your Work ‘Caring’ “Job Well Done!” ‘…Good Neighbors…’ Knowledgeable - Gerard Laurent Veterinary Specialty Hospital and Happy Neighbor!! Customer Feedback Dominion Realty

14. Service Quality Innovation Trust Safety 925 W Morgan St. | Contact Us ‘Great Job!’ ‘Proactive!’ ‘…Sensitive…’ - J. Arthur Gordon, Owner The Irregardless Café at 901 W Morgan St. DeJuan Jernigan Superintendent Customer Feedback Faison

15. Service Quality Innovation Trust Safety Make the Job Safe Bruce Jaworoski Construction Incident Rates 2011 National Average = 2.1 / 100 FTE’s Samet Goal = 1.05 / 100 FTE’s Samet 2012 Performance = 1.2 / 100 FTE’s 2012 OSHA Gold Safety Award 10 Consecutive Years!! Building Star Sites: - 925 W Morgan Apartments - WSSU Student Activity Center - Langtree at the Lake Apartments

16. Service Quality Innovation Trust Safety Make the Job Safe Annual Safety Awards Mike Brown 2012 Superintendent of the Year Most Improved

17. Service Quality Innovation Trust Safety Make the Job Safe Project Safety Committees MVA Safety Awards Program Come Home Safe Poster Program “Make Safe” Innovation!!

18. Service Quality Innovation Trust Safety Make the Job Safe

19. Service Quality Innovation Trust Safety Make the Job Safe

20. Service Quality Innovation Trust Safety Make the Job Safe Annual Safety Awards Bobby Summerlin 2012 Safety Superintendent of the Year

21. Service Quality Innovation Trust Safety New Associates Jeanne Callicutt Hunter Burns Project Engineer Jarrod Dunlap Business Development Welcome Aboard!! Greg Baker Safety Coordinator

22. Service Quality Innovation Trust Safety Promotions Ellen Allred Project Development Manager Congratulations!!

23. Service Quality Innovation Trust Safety 5 Years Service Awards Charles Blankinship Mkt Development Mgr. Carmen Andrade Lead Scott Robinson Project Manager Doug McGalliard Asst Superintendent

24. Service Quality Innovation Trust Safety 10 Years Service Awards Cary Marsh Lead

25. Service Quality Innovation Trust Safety 20 + Years Service Awards Gary Clark - 23 Dale Bullins - 24 Arthur Samet - 21 Bill Wooten - 25 Jeff Kennedy -33 Lee Collins - 23 Marshall Tuck - 23 Randy Letson - 24 Richard Hall -28

26. Service Quality Innovation Trust Safety  The Human Race on April 13, 2013 Health & Community  Started January 14, 2013 with 35 participants  Next Fit-In is coming up in February  Walk in the Human Race April 13, 2013 and Heart Walk on May 18, 2013  Contact HR

27. Service Quality Innovation Trust Safety Operational Excellence Ken Grube The Five Fundamentals of The Samet Way: Plan the Job Know the Job Protect the Job Execute the Job Make the Job Safe

28. Service Quality Innovation Trust Safety Contract:$15M Owner: Faison Operational Excellence 330 Tremont Team x 330 Tremont Ave, Charlotte, NC 164 Units 1 Building 4.2 Acres

29. Service Quality Innovation Trust Safety Contingency Upside Operational Excellence - 2 Months +$100k

30. Service Quality Innovation Trust Safety Operational Excellence 330 Tremont Team Plan the Job Identify Your Customers Jump in as a TEAM…Early Identify Potential Issues Early Develop Scopes / Schedule to Create FLOW

31. Service Quality Innovation Trust Safety

33. Operational Excellence Execute the Job TEAM Approach –> Scopes to Site Walks Scheduling –> Lean Practices / Create Trust Daily Cleaning –> Turnovers / Visual Cues Work Coord’n –> Proactive Env’t / Communication

34. Service Quality Innovation Trust Safety Operational Excellence Outcome: VALUE to Our Customers Owner Subcontractors/Partners Project Team Designers

35. Service Quality Innovation Trust Safety Operational Excellence “It’s the worst set of plans I’ve ever worked with in my entire career… …And the most fun I’ve ever had on any project.”

36. Service Quality Innovation Trust Safety Operational Excellence Keith Price Pop-up Panel: Technology on the Job Site Walt Dupont …You? Ellen Allred TJ Baker Brian Beaver Chris Brown

37. Service Quality Innovation Trust Safety Operational Excellence Shanda George Unified Project Support Increase Efficiency & Effectiveness Improve Customer Service Provide for Growth/Scalability

38. Service Quality Innovation Trust Safety Backlog – ‘Sold & Award’ EDU Un-identified Work

39. Service Quality Innovation Trust Safety Where’s the Work? 1 2 5 3 4 7 1.Triad$100M 2.Charlotte$100M 3.Raleigh$ 70M 4.Charleston$ 50M 5.Asheville$ 30M 6.Myrtle Beach$ 30M 7.Fayetteville$ 20M 6

40. Service Quality Innovation Trust Safety FY 2013 Profitability Outlook @ 12/31

41. Service Quality Innovation Trust Safety Why INNOVATE?

42. Service Quality Innovation Trust Safety Quarterly Meeting February 2013 Questions??? …Thank you!