service delivery management_direction

Download Service Delivery Management_Direction

Post on 20-Jan-2017

125 views

Category:

Documents

2 download

Embed Size (px)

TRANSCRIPT

Service

Wasfil Gumam

Service Delivery Management Quick Direction

Service OrganizationService VisionService Strategy & Key ActionService Delivery Management Quick Direction

SERVICE ORGANIZATIONService Division MgrBoyke 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 AndryLearning Center Spv Hari PMS Mgr Benny.SK

4

SERVICE VISIONVision: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

C8000AMPV:50K/mC6000/7000 AMPV:30K/m

C1100:160KC1085100K

50KSERVICE VISION

Dengan Target Market seperti itu, artinya :Semakin tau Customer yang kita hadapiOrientasinya adalah Volume, pada akhirnya jika PVM tinggi, maka Produktifitas akan meningkat, Revenue meningkatPertanyaannya, bagaimana?? 6

Challenge for Service (Tantangan)Changes ManagementNew 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) approachIT Business OPS/ MPS* (Manage Print Service)Competitor (Service, Price, Image)SERVICE VISION

WHAT CAN WE DO ?HOW CAN WE DO ?

Strategy & Key ActionTHE QUESTION IS,

Service Strategy & Key Action1. Improve Service CS2. Improve Service ProfitabilityMeningkatkan Service yang lebih menguntungkanMeningkatkan Kepuasan Pelanggan

SERVICE STRATEGY & KEY ACTION

Dari kondisi service, visi, dsb tsb tujuannya : Tingkatkan Kepuasan & Keuntungan untuk Service

9

1. Improve Service Customer SatifactionIMPROVE SERVICE CUSTOMER SATIFACTION(Meningkatkan Kepuasan)Customer Expectation(Harapan)

CE & TS Improvement Skill SetTraining Program (PLC)Technical Summit (TS)TS/SS Structure Development (Call Center)Outward, ITIL Certification (PLC)CE Champion (Mei 2015 at Thailand)

CS SurveyStandarisasi Form Survey Kepuasan Pelanggan (Service)Tahap Awal Juni 2015 Customer PPQuick 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 ACTION1.

2. Improve Service Profitability

IMPROVE SERVICE PROFITABILITY (Meningkatkan Keuntungan)Efficient Service Operation

Improve Service Productivity

Sharing Pengetahuan Antar TeknisiGroup Komunitas WA/BBTechnical Summit 1x dalam setahunSTANDARDIZATIONFormulir dan Pengisian LK, TTT, KC, dst. SOP Pre/ Installation, Mutasi Mesin, etc)Sistem Click, Banner ON/Off, dsbReplacement Part & ConsumablesReporting (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 ModeManfaatkan fitur CSRC Manfaatkan fitur Remote Panel

SERVICE STRATEGY & KEY ACTION2.

Our Current Service Offerings

Service OfferingsOn-site CE ServicesKey Operator TrainingColor Quality ControlPM & TroubleshootingInstallation ServicesPra Installation SurveySupport CapabilitiesCSRC-GS & Diagnostic Monitoring Helpdesk ResolutionSupport Reginal PPOther SupportToner DispatchMeter Collection ServicesSummary

SummaryService 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)

16

Konica Minolta 6 ValuesSummary

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

1. Report Submission2. Data Analysis3. Service Performance

- Laporan Kerja- Management List

- Tanda Terima Toner- Kartu Counter- Laporan Posisi StockTeknisiAdminStandar form dan sisdur

Database Service

Inventory StockPart&Consum. Consumtion

- Kartu Service- CE Performance- Machine Performance

- Print Volume Monthly (PVM)- Billing Control

TS Mgr & BSA

CS/Service/ Mgmt& BSA

Standardization Your Report is Important for us!Process Analyst & Entri PP AdminACC, CS/Service/ Mgmt & BSA

SERVICE STRATEGY & KEY ACTION

19

Why should we believe? BecauseSummary

NEED PREPARINGKARTU SERVICE ALL MACHINESTABLE FLOW REPORT TEKNISI SAMPAI JADI LAPORANSTRUKTUR ORGANISASI DEALER (TEKNISI)PVM Mesin C1060, C1100, C1070, C8000, C7000, C6000 apakah sesuai dengan target Customerlist & Sistem Click, termasuk status Managementlistnya terakhir bulan apa?Standard SLA mesin PP untuk masukan di situation of service dalam hal standard serviceCara Membaca Managementlist, Counterlist, Banner PrintPOPULASI MESIN PP

MOVE ONCHANGEADAPTEDLEARN & IMPROVETHINK FORWARDDREAM & DO THE BEST

6 value KM

Open and honestCustomer-centricInnovativePassionateInclusive and collaborativeAccountable

Definisi : GMA, RMA, LMA, GSC

Challenge for Service (Tantangan)SERVICE VISION

Organisasi yang Terpisah (Dealer & Perdana), artinya :Struktur organisasi dan Remunerasi Berbeda Budaya & Karakter Berbeda Sistem Pelaporan Berbeda Standarisasi AdminStandar Kualitas Service Berbeda Standarisasi SkillKecepatan Transfer Pengetahuan Berbeda Standarisasi Training & Kom.Ketersediaan dan Jarak pengiriman Part & Consumables SCMDsb

SERVICE VISIONSERVICE SITUATION

SERVICE SITUATION

Authorized Distributor PT. Perdana JatiputraChange ManagementPengembangan Struktur OrganisasiStandarisasi Sisdur/SOP

KM-BSA (Bussiness Solution Asia)Change ManagementPengembangan Struktur OrganisasiService Delivery Management (Service Standardiza-tion, Reporting, Customer Satisfaction Survey)GMA & GSC (Global Support Center)

SERVICE VISION