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Service Strategy

Service Strategy. Harry van Dijk, Service Manager, KDIS Service Dept. agenda. 1. Kyocera Corporate Customer Services & Support Strategy 2. Why services? 3. KDIS Targets. Kyocera Corporate Customer services & support strategy. KYOCERA‘S CORPORATE CUSTOMER SERVICES & SUPPORT STRATEGY .

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Service Strategy

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  1. Service Strategy Harry van Dijk, Service Manager, KDIS Service Dept.

  2. agenda • 1. Kyocera Corporate Customer Services & Support Strategy • 2. Why services? • 3. KDIS Targets "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  3. Kyocera Corporate Customer services & support strategy "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  4. KYOCERA‘S CORPORATE CUSTOMER SERVICES & SUPPORT STRATEGY

  5. KYOCERA‘S CORPORATE CUSTOMER SERVICES & SUPPORT STRATEGY Vision Mission Strategy "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  6. KYOCERA‘S CORPORATE CUSTOMER SERVICES & SUPPORT STRATEGY Vision Mission Strategy "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  7. Why services? "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013 • Chairman and CEO of Xerox “52% of our revenue now comes from services. […] today more than half of our business is linked to a diverse portfolio of outsourcing services. […] We expect it will grow to two –thirds of our revenue in 2017.” • President and CEO of Ricoh “Customers, in particular those in developed countries attribute more importance to the quality of service than ownership of equipment. […] Specifically, we will expand MDS and IT services on a global scale. In the fiscal year ended March 2011, total sales of MDS and IT services increased by 15% year on year (in local currency) and we will continue to achieve a two-digit sales increase in this rapidly growing business field.” • IBM The company has shifted its business mix, existing certain segments while increasing its presence in higher – value areas such as services. In fact that 41% of their income were coming from the services, not from its product. 

  8. Why services? Source: Gartner, Magic Quadrant for managed Print Services, Worldwide, October 2012 "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013 • "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

  9. TARGETS Customer satisfaction • Further reduce the „open“ call time by improving the escalation process. • More proactive approach towards the customer • Online „call“ tracking system "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  10. TARGETS Relationship Management • More Regular Service/Solution conference for all regions, (Partner support conference) • Create a communication platform for all technical and Solution Managers. "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  11. Targets Service maturity survey • The objective is to be a Global company with aligned Service capabilities • Asses and analyze the performance level of Kyocera Service and partners. • Find the gabs and develop action plans (PDCA) "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  12. Targets Training objectives • Setup learning/certification paths in the Learning Management System and introduce these. • Encourage training participation to level up the service quality (also online) "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  13. Thank You !!!! "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

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