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Service Strategy

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

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Service Strategy

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

  2. agenda • 1. Incident escalation • 2. Escalation process • 3. Itil 3 • 4. Procedures and Tips "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  3. 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

  4. Incident escalation • Clear standardized Service processes through the entire Service organization • Improve Efficiency and speed • Improve customer satisfaction • Meet the nowadays business requirements • Establishing new European call escalation platform Motivation? "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

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

  6. Escalation process Headquarter (KDC) Regional Levels KDIS/TCS SC - National Levels End-to-end EscalationProcess Call centre Partner Customer "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  7. Escalation process Planned After Sales Service SLA for Service requestsService support structure, response time, solution rates and systems "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  8. 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) "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  9. THE ITIL CORE PROCESS: SERVICE SUPPORT Management Tools KYOCERA Partner Events Incidents Call Center (arvatoand valoris) Incident management Product Support Modifications / Bulletins Problem Management Service Reports Incident Statistics Audit Reports Problem Stats Trend Analysis Problem Reports Problem reviews Diagnostic Aids Audit Reports Change Management Release Process Release Management Configuration Management Change schedule CAB Minutes Change Statistics Change Reviews Audit Reports Release schedule Release stats Release reviews Secure library Testing standards Audit reports CMDB reports CMDB stats Incidents Problems Changes Releases Contract Management Service Management System "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

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

  11. Procedures and TIPS "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  12. Problem Management • Information supply: • 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??? "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

  13. Problem Management • Clear problem description • Operating conditions (OS, NOS, interface, applications etc.) • Status reports / event log if possible • Print samples if necessary (image problem) • What has been done so far to solve the issue? • please let us know if the problem is solved !!! "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

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

  15. Tips • Important: • Part warranty – 6 months, requested info: • Invoice number & invoice date part • Counter installed • Claims based on “Service Call”: • Mention the Call number if the claim is related to a "Service Call" from one of our serviceengineers. • E-mails always to warranty@deu.kyocera.com • Advise • Send missing information/documentation within 3 months upon request to avoid rejection. "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

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

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