SERVICE STRATEGY Harry van Dijk, Service Manager, KDIS Service Dept.

AGENDA 2"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 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 20133

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 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 20135

ESCALATION PROCESS "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 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 Planned After Sales Service SLA for Service requests Service 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)IT service management ITIL describes processes, procedures, tasks and checklists and is not organization-specific ITIL underpins ISO/IEC (previously BS15000), the International Service Management Standard for IT service managementISO/IEC e.g. Incident Management, Problem Management, Change & Configuration Management) "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 20138

THE ITIL CORE PROCESS: SERVICE SUPPORT "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May Incident management Problem Management KYOCERA Partner Management Tools Events Incidents Service Reports Incident Statistics Audit Reports Problem Stats Trend Analysis Problem Reports Problem reviews Diagnostic Aids Audit Reports 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 Product Support Modifications / Bulletins Change Management Release Management Release Process Configuration Management Call Center (arvato and valoris) Contract Management Service 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

PROCEDURES AND TIPS "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May

PROBLEM MANAGEMENT Information supply: "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 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 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 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

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. s always to Advise o Send missing information/documentation within 3 months upon request to avoid rejection. "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May

© 2013 ￚ KYOCERA Document Solutions All rights reserved. THANK YOU !!!! "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May