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SERVICE MATURITY SURVEY

SERVICE MATURITY SURVEY. Hassan Barre, Warranty Coordinator , International Sales & Solution Division. AGENDA. Corporate Customer Services & Support Strategy Objectives of the Service maturity Survey Service maturity Survey - model Structure.

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SERVICE MATURITY SURVEY

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  1. SERVICE MATURITY SURVEY Hassan Barre, Warranty Coordinator, International Sales & Solution Division

  2. AGENDA • Corporate Customer Services & Support Strategy • Objectives of the ServicematuritySurvey • ServicematuritySurvey - model • Structure "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  3. CORPORATE CUSTOMER SERVICES & SUPPORT STRATEGY Each KYOCERA Sales Company/partner will set a maturity goal to achieve for each year until FY16, based on their market environment, and will execute the PDCA (plan do check an act) action plans to become an “Excellent Service Company” The progress of the maturity goal achievements will be measured by the yearly Service Maturity Survey. "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  4. CORPORATE CUSTOMER SERVICES & SUPPORT STRATEGY • "Managed print services" (MPS): • generic Gartner term for a service offered by an external service provider to optimize or manage a company's document output to certain objectives, such as driving down costs, improving efficiency and productivity, and reducing the IT support workload. • Under MPS, a service provider takes primary responsibility for meeting the customer's office printing needs, including the printing equipment, the supplies, the service and the overall management of the printer fleet. • Challenger: e.g. KYOCERA, Konica Minolta • Leader: Xerox, HP, Ricoh, Lexmark, Canon Source: Gartner, Magic Quadrant for managed Print Services, Worldwide, October 2012 "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  5. CORPORATE CUSTOMER SERVICES & SUPPORTSTRATEGYCORPORATE SERVICES CATALOGUE On-going (yearly) Service Maturity assessments ASSESS DESIGN IMPLEMENT MANAGE OPTIMIZE HW INSTALLATION & DELIVERY MAINTENANCE SERVICE OPTIMISATION CONSULTANCY DOCUMENT OUTPUT ASSESSMENT DOCUMENT OUTPUT OPTIMISATION CONSULTANCY SERVICES BREAK & FIX SERVICE SW INSTALLATION & DELIVERY DOCUMENT WORKFLOW ASSESSMENT DOCUMENT WORKFLOW OPTIMISATION CUSTOMISATION SERVICES SUPPORT SERVICE HW TRAINING SERVICES ENVIRONMENTAL IMPACT OPTIMISATION IMPLEMENTATION & TRAINING SERVICES ENVIRONMENTAL IMPACT ASSESSMENT DEDICATED ONSITE RESOURCE FINANCIAL OPTIMISATION SW TRAINING SERVICES MAINTENANCE & REPAIR SERVICES This isthegloballyapproved KYOCERA Corporate Services Catalogue SUPPLIES MANAGEMENT GOVERNANCE DESIGN CLIENT MANAGEMENT SERVICES ASSET / FLEET MANAGEMENT/ REPORTING CUSTOMISATION PLANNING CUSTOMISATION IMPLEMENTATION ENVIRONMENTAL SERVICES IMAC / D SERVICES DEMONSTRATION INSTALLATION PARTNERING SERVICES OUTSOURCING SERVICES PROPOSAL MANAGEMENT ROLLOUT PROJECT MANAGEMENT CHANGE MANAGEMENT SERVICES Services in theScopeofthe Service Maturity Survey 3rd PARTY VENDOR MANAGEMENT ENVIRONMENTAL MANAGEMENT SERVICES KYOCERA Document Solutions Europe B.V. "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013 5

  6. OBJECTIVES • TO ASSESS AND ANALYZE THE PERFORMANCE LEVEL OF KDS' CUSTOMER SERVICES ORGANIZATION GLOBALLY • TO HELP MANAGEMENT TEAMS IDENTIFY THE GAPS IN THE EXACT AREAS AND DEVELOP ACTION PLANS (PDCA) "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  7. SERVICEMATURITYSURVEY - MODEL Complete set of requirements or capabilities related to a Company’s Organisation, Processes and Systems, and their assignment to various levels of Maturity (performance) required to deliver Conventional Services and MDS Services included in KYOCERA’s Corporate Services Portfolio "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  8. STRUCTURE • Focus only on 3 Service Categories • The Survey Tool included: • About 181 Questions covering Organisation, Processes, Systems & KPI‘s • Automated functions with adaptive Questionnaire, based on the Service Business model: • Direct • Indirect • Hybrid • Automatic Gap Analysis which could be used for PDCA planning "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  9. THANK YOU! "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

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