Business Beyond the Ordinary

Profitability through Operations and Customer Satisfaction

Océ BrasilServices

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Objectives

Main Objective Improve efficiency;

Delivery Process Grow the Revenues Results; Grow the Gross Margin; Cost Reduction Program

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Océ Services – Improve Efficiency

The importance of Services in the economy Services in the Brazilian economy; Services support activity; Maximizing shareholder value; Where the customer recognizes value;

Type of Services Type of coverage – Who, When, How; Under contracts; Time & Material; IT in Services;

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Océ Services - Solution Delivery Process

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Océ Services – Grow the Revenues Results

Pricing Services Where the customer recognizes a greater value?

Price / SLA / Quality … ? Type of customer

Identification of the customer objectives; Customer loyalty

How, why, when …… Are You ready to have? Recovering unhappy customers

Identification of errors and/or expectations not met and consequences;

Recovering X New customers; Troubleshooting and learning

Demonstration of inability to solve problems; Training, Commitment, Personal Development;

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Océ Services – Grow the Gross Margin

Growing margins and profitability despite lower revenues Controlling parts and hours in the contracts;

Training; Healthy sales in Time & Material; Reducing the number of 2 visit; Planning;

nd

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Océ Services – Reduce Cost

Management the costs Reducing inventory;

Analyze the needs on field; Car Stock.

Training Quick solution without rework; Call Screening; Internal and External.

Preventive maintenance; Management Agenda; Improving Communication

Internal and External.

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Consulting Services

Analysis, advice, solution design and project management during implementation

Problem Identification Identifying and prioritisingdocument-related problems

System Analysis and Design Creating the functional and technical design of a

document solution

Project Management Managing time, resources andcosts during the project

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Implementation Services

From system installation and integration, right up to custom-made software development

Product Installation Stand-alone installation of product or system

Product Integration Standard connection to customer’s network

System Implementation On-site installation, connection and integration of HW and SW

Application Engineering Software development, fromconfiguration to custom-made

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Education Services

From instruction to fully fledged training, either standard or specific customer

Quick Start Instruction on basic functionality and maintenance

Customer Training Predefined standard equipment, software or process training

Customised Training Training tuned to the specific needs of the customer

Coaching Predefined training programme to increase knowledge step-by-step

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Support Services

Preventive and corrective maintenance and assistance Equipment Maintenance On-site preventive and

corrective maintenance

Software Maintenance Periodic updates to keep core SW at peak performance

Extended Self-support Direct access to drivers, updates and knowledge base

Helpdesk Support Contact with Océ specialists up to 24/7

On-site Support On-site resolution of issues that cannot be resolved by helpdesk

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Recognising opportunities to introduce Services

Consulting Services

Cost-cutting actions Missed deadlines Productivity issues Not using the system to its full capabilities Reorganisations Outsourcing of non-core activities Need for cost reduction in the print room Inefficient working methods

Implementation Services

Plans for system changes or upgrades Internal relocations Using outdated printing software, or new third-party

software (like AutoCAD) Changes in the network environment Newly available options for Océ hardware and

software

Education Services

Inefficiencies in system use Not using system’s full functionality New employees (need for refresher training) Large number of helpdesk calls Complaints about ‘faults’ in equipment or software

Support Services

Complaints about response time (= need higher service level)

Peak volumes and need for out-of-hours support (= need higher contract level)

Outdated printing software High time and materials costs End of warranty

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Enclosure

Thank you for your presence and participation !

WE KEEP YOU PRINTING

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