Download - Service Delivery Management_Direction
WASFIL GUMAM
Service Delivery Management “Quick Direction”
Service Organization
Service Vision
Service Strategy & Key Action
Service Delivery Management “Quick Direction”
SERVICE ORGANIZATION
Service Division Mgr
Boyke Dj
Cust. Service Dept.
Tech. Support Dept.
System Support Dept. PMS Dept.
• CS Mgr “Wasfil”
• PP Admin Spv “Eko. P”
• TS Mgr “Teguh IP”
• PP TS Spv “Dedy”
• SS Mgr “Joko”• Product Support Spv
“Arif”• PP Controller Spv “Yuda”• System Solution Spv “Endro”• Support KMP Spv “Andry”•Learning Center Spv “Hari”
• PMS Mgr “Benny.SK”
SERVICE VISION
Vision:Excellent Service Provider with Solid Customer Trust(Penyedia Service yang bermutu dan Terpercaya)
Policy:1. Improve service CS2. Improve service profitability
Solid Customer Trust
(Kepercayaan)
New Challenges(Tantangan)
1. Service CS (Kepuasan) 2. Service Profitability
(Keuntungan semua pihak)
TARGET MARKET PRODUCTION PRINTING
Large CPOver 100 employee
Medium CPFrom 20-100
Small&Tiny CPBelow 20 employee
C8000AMPV:50K/m
C6000/7000 AMPV:30K/m
C1100:160KC1085 : 100K
50K
SERVICE VISION
Challenge for Service (Tantangan)
• Changes Management• New Product Line up& New Service Offering*• Customer Offset Minded (Quality, Speed, etc)• Tuntutan Tinggi Customer atas kualitas (Paper & Color)• Partnership with other companies as Service Provider or receiver
(Fiery, Printshop, YSoft, Photobook, 3rd party software vendor)• GMA* (Global Major Account), LMA* (Local Major Account), RMA*
(Regional Major Account) approach• IT Business OPS/ MPS* (Manage Print Service)• Competitor (Service, Price, Image)
SERVICE VISION
WHAT CAN WE DO ?HOW CAN WE DO ?
“Strategy & Key Action”
THE QUESTION IS,
Service Strategy & Key Action
1. Improve Service CS
2. Improve Service
Profitability
Meningkatkan Service yang lebih “menguntungkan”
Meningkatkan Kepuasan Pelanggan
SERVICE STRATEGY & KEY ACTION
1. Improve Service Customer Satifaction
IMPROVE SERVICE
CUSTOMER SATIFACTION
(Meningkatkan Kepuasan)
Customer Expectation(Harapan)
CE & TS Improvement
Skill Set
• Training Program (PLC)• Technical Summit (TS)• TS/SS Structure Development (Call
Center)• Outward, ITIL Certification (PLC)• CE Champion (Mei 2015 at Thailand)
CS Survey • Standarisasi Form Survey Kepuasan Pelanggan (Service)• Tahap Awal Juni 2015 Customer PP
• Quick Responses (CE)• Minimize Down Time/ Optimize Productivity (CE)• Problem Resolution (CE)• Availability Part & Consumables (PP Admin)• Remote Support & Automatitation/ CSRC-GS (SS)• Operator Training & Certifications (PLC)
SERVICE STRATEGY & KEY ACTION
1.
2. Improve Service Profitability
IMPROVE SERVICE
PROFITABILITY (Meningkatkan
Keuntungan)
Efficient Service
Operation
Improve Service
Productivity
• Sharing Pengetahuan Antar Teknisi• Group Komunitas WA/BB• Technical Summit 1x dalam setahun
STANDARDIZATION• Formulir dan Pengisian LK, TTT, KC, dst. • SOP Pre/ Installation, Mutasi Mesin, etc)• Sistem Click, Banner ON/Off, dsb• Replacement Part & Consumables• Reporting (Laporan Kerja, M.List, etc)
• Kurangi Onsite Service, Tingkatkan Level 0 Resolution, Helpdesk dan Remote Resolution Level 0 Resolution & Helpdesk
• Kurangi Service Working Time Ikuti Petunjuk Service dg tepat, Kuasai & Manfaatkan Fungsi pada Service Mode
• Manfaatkan fitur CSRC • Manfaatkan fitur Remote Panel
SERVICE STRATEGY & KEY ACTION
2.
Our Current Service Offerings
Serv
ice
Off
erin
gs
On-site CE Services
Key Operator Training
Color Quality Control
PM & Troubleshooting
Installation ServicesPra Installation
Survey
Support Capabilities
CSRC-GS & Diagnostic Monitoring
Helpdesk ResolutionSupport Reginal PP
Other Support
Toner Dispatch
Meter Collection Services
Summary
Summary
“Service People” bukan hanya berfungsi
sebagai “Problem Resolution”, namun lebih dari
itu, “Service People” merupakan Penggerak
Bisnis, dan Konsultan.
“Service People” LEBIH DEKAT dengan
CUSTOMER DAN SETIAP PERUBAHAN.
Future Service Orientation (Masa Depan Service)
Konica Minolta 6 Values
Konica Minolta 6 Values
Summary
Service CS : Service Customer Satisfaction
GMA (Global Major Account) : Perusahaan yang memiliki kantor di lebih dari 3 Negara dan Tender dilakukan di lebih dari 3 Negara.> Contoh Customer : Schenker, CMA-CGM, Aecom, Boehringer
RMA (Regional Major Account) : Perusahaan yang memiliki kantor di beberapa daerah di Indonesia dan tender dilakukan terpusat secara Nasional> Contoh Customer : Sungai Budi
LMA (Local Major Account) : Perusahaan yang memiliki beberapa kantor dalam 1 daerah dan tender dilakukan terpusat> Contoh Customer : MNC
GSC (Global Support Center) : Menyediakan customer “Single Point of Contact” dalam memberikan Service dan Support di Belahan Dunia secara konsisten dan efisien.> Contoh Customer : Boehringer & Aecom
GlossarySummary