SERVICE STRATEGY

Harry van Dijk, Service Manager, KDIS Service Dept.

AGENDA

2"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

1. Incident escalation

2. Escalation process

3. Itil 3

4. Procedures and Tips

TARGETS

Customer satisfaction

Further reduce the „open“ call time by improving the escalation process.

More proactive approach towards the customer

Online „call“ tracking system

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INCIDENT ESCALATION

Clear standardized Service processes through the entire Service organization

Improve Efficiency and speed

Improve customer satisfaction

Meet the nowadays business requirements

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Establishing new European call escalation platform

Motivation?

ESCALATION PROCESS

End-to-End escalation process (ticketing system)

1. Customers and Partners <-> All SC’s (National Levels) <-> Regional Level(s) <-> KDC Level

2. All data in one database

Escalation process according to ITIL Framework

(i.e. Incident, Problem, Change & Configuration Management)

Service level’s monitoring with KPI’s

Establishment of a reporting/monitoring platform

Customer web-portal for direct ticket / service order management

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ESCALATION PROCESS

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Call centre

Headquarter (KDC)

SC - National Levels

Customer Partner

End-to-end Escalation Process

Regional Levels KDIS/TCS

ESCALATION PROCESS

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Planned After Sales Service SLA for Service requestsService support structure, response time, solution rates and systems

ITIL 3

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM)

ITIL describes processes, procedures, tasks and checklists and is not organization-specific

ITIL underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management

e.g. Incident Management, Problem Management, Change & Configuration Management)

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THE ITIL CORE PROCESS: SERVICE SUPPORT

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Incident management

Problem Management

KYOCERA Partner Management Tools

Events

Incidents

Service Reports

IncidentStatistics

Audit Reports

Problem StatsTrend Analysis

Problem ReportsProblem reviewsDiagnostic AidsAudit Reports

Change scheduleCAB Minutes

Change StatisticsChange Reviews

Audit Reports Release scheduleRelease stats

Release reviewsSecure library

Testing standardsAudit reports

CMDB reportsCMDB stats

Incidents Problems Changes Releases

ProductSupport

Modifications / Bulletins

Change Management

ReleaseManagement

Release Process

Configuration Management

Call Center(arvato and

valoris)

Contract ManagementService Management System

NEXT STEPS

Harmonizing the Service processes in Europe by implementing Itill ver3

Currently in process

Using the harmonized processes in a new European call escalation system

Planning phase

Hopefully this Fiscal year

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PROCEDURES AND TIPS

PROBLEM MANAGEMENT

Information supply:

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FS-C5020DN

Dear Support

We are facing a wearied problem with the above machine , which is the first printed paper is lighter than the next printed pages as the attached file , you can check on Kyocera logo .

Your advice please and thanks.

What can we do with this???

PROBLEM MANAGEMENT

Clear problem description

Operating conditions (OS, NOS, interface, applications etc.)

Status reports / event log if possible

Print samples if necessary (image problem)

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What has been done so far to solve the issue?

please let us know if the problem is solved !!!

WARRANTY PROCEDURE

New – Warranty Section on the Extranet• http://extranet.kmissupport.com/km/en/index/service_support/warranty.html

Documentation available:

• Printer & MFP Warranty Conditions

• Warranty procedure – submitting claims online

• KYOlife – registering KYOlife online

• Tips

• Label Form

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TIPS

Important:

• Part warranty – 6 months, requested info:o Invoice number & invoice date part

o Counter installed

• Claims based on “Service Call”:o Mention the Call number if the claim is related to a "Service Call" from

one of our service engineers.

• E-mails always to warranty@deu.kyocera.com

• Adviseo Send missing information/documentation within 3 months upon

request to avoid rejection.

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© 2013 ￚ KYOCERA Document Solutionshttp://www.kyoceradocumentsolutions.eu

All rights reserved.

THANK YOU !!!!

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