SERVICE STRATEGY Harry van Dijk, Service Manager, KDIS Service Dept.
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Transcript of 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
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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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
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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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
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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ESCALATION PROCESS
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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Call centre
Headquarter (KDC)
SC - National Levels
Customer Partner
End-to-end Escalation Process
Regional Levels KDIS/TCS
ESCALATION PROCESS
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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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)
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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THE ITIL CORE PROCESS: SERVICE SUPPORT
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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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
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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PROBLEM MANAGEMENT
Information supply:
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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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)
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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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
"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013
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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 [email protected]
• Adviseo Send missing information/documentation within 3 months upon
request to avoid rejection.
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