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Norbert Wolter
Senior General Manager
KYOCERA MITA European Service Center |
Service is something that can be built, but can’t be touched. As such, it is never really finished. On paper, it’s possible to change the structure of an organisation to provide better service or to invent new ways to answer the needs of the people who rely on our products. It’s a good place to begin, but it’s just a start.
Beyond this, what is required is an organisation that continually adapts to you. In this sense, Kyocera service is a constant work in progress – designed to exceed your expectations in the present and anticipate your needs in the future. We feel that this openness to change is the key to providing the flexibility that you require as an individual.
It begins with the understanding that you aren’t just looking for a printer or a copier. You are looking for a better way to work. Accordingly, our services are designed to help integrate our devices into your unique IT environment. Less work for you, more workflow.
Once up and running, there is often the need for these centers of productivity to be connected across borders. To help, Kyocera is implementing a unified service strategy, applying the same organisational structure and service processes across 14 EMEA countries and around the world, including a dedicated European Service Center.
Our comprehensive service approach is designed to be highly flexible. Continual input from our business partners, customers and our European Quality Assurance Division creates a workbench for product development. Based on real market conditions in individual countries, this is an effective mechanism to adapt equipment and solutions to individual needs.
We know that constant adaptation has to be grounded in good day-to-day practice. To this end, Kyocera is developing a unified Service Management System that links all Kyocera support organisations in 14 countries and our European Technical Competence Center (TCC) to coordinate all technical customer inquiries and create a comprehensive solutions database. An exciting new development that will be of big benefit to our customers is the “Kyocera Service World”. As a result of our aim to lift service out of the shadows of websites, this service portal will set a new standard in web-based customer support. Our target for the future is to make the name Kyocera not only a byword for good products and the unique ECOSYS concept: Kyocera will also stand for “The Excellent Service Company”.
