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WASFIL GUMAM Service Delivery Management “Quick Direction”
18

Service Delivery Management_Direction

Jan 20, 2017

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Page 1: Service Delivery Management_Direction

WASFIL GUMAM

Service Delivery Management “Quick Direction”

Page 2: Service Delivery Management_Direction

Service Organization

Service Vision

Service Strategy & Key Action

Service Delivery Management “Quick Direction”

Page 3: Service Delivery Management_Direction
Page 4: Service Delivery Management_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”

Page 5: Service Delivery Management_Direction

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)

Page 6: Service Delivery Management_Direction

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

Page 7: Service Delivery Management_Direction

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

Page 8: Service Delivery Management_Direction

WHAT CAN WE DO ?HOW CAN WE DO ?

“Strategy & Key Action”

THE QUESTION IS,

Page 9: Service Delivery Management_Direction

Service Strategy & Key Action

1. Improve Service CS

2. Improve Service

Profitability

Meningkatkan Service yang lebih “menguntungkan”

Meningkatkan Kepuasan Pelanggan

SERVICE STRATEGY & KEY ACTION

Page 10: Service Delivery Management_Direction

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.

Page 11: Service Delivery Management_Direction

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.

Page 12: Service Delivery Management_Direction

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

Page 13: Service Delivery Management_Direction

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)

Page 14: Service Delivery Management_Direction
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Konica Minolta 6 Values

Konica Minolta 6 Values

Summary

Page 18: Service Delivery Management_Direction

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