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Service Management

Business

Fujitsu chiefly make computing products, but the company and its subsidiaries also offer a diversity of products and services in the areas of personal computing, enterprise computing, telecommunications, advanced microelectronics, and air conditioning.

Challenges

There is an identified need to establish a quality management system (QMS) for the Client’s Information Systems group to keep it in line with their organization’s commitment to total quality management. For this purpose, they aimed to have their processes aligned with the best practices of the ISO 9001:2008 standards and IT service management.

Being a fortune 500 company, Fujitsu deals with various high profile customers and it is evident how assuring the quality of their information systems is of utmost importance.

Outcome

  • Critical Areas for Improvement:
    The Client was able to gain a clear picture of the current state of their processes and identify critical areas where improvement was necessary
  • Reduced Losses:
    Losses due to waste of resources and lost-opportunity-costs were identified and reduced
  • Identified Obstacles to Full Growth Potential:
    Hindrances and gaps in the BPO industry’s full growth potential were identified. This gave them the clarity to be able to plan expansion activities accordingly
  • Improved Measurement and Monitoring Capabilities:
    Appropriate metrics were set up to be able to measure the effectiveness and efficiency of the processes in place and the changes that they might enact

Approach

ECCI ensured that there was a seamless implementation of aligning existing policies, processes and practices to the desired best industry practices. The Quality Management System was implemented, sustained and continually improved through the following implementation steps:

  • Assessed organizational practices, processes and methodologies
  • Identified gaps between business and model requirements in current practices
  • Awareness trainings and workshops were conducted to communicate process capabilities across the organization
  • Drivers for operational excellence were identified

How We Helped

Solutions

Quality Management System , ITSM

About The Customer

Fujitsu is a Fortune 500 organization spearheading the Information and Communications Technology space. ECCI with its IT Process Excellence and Consulting expertise helped Fujitsu in aligning their processes to the ITSM framework and with ISO 9001:2015.

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