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Editorial | E-LETTER # 13 / MAY 2007 |
| INDEX |
| EDITORIAL : EUROPEAN SERVICES NETWORK |
| PARTNERSHIP NEC COMPUTER / NSE |
| WHO IS FUNAI ? |
| CUSTOMER SATISFACTION |
 EUROPEAN SERVICES INTEGRATOR |
« European Services Network » Within the framework of our European Services Integrator Strategy, we brought together all our European partners for the first time on the 28th February and 1st March at our Abrest site.
Beyond these objectives, this first meeting made it possible for us to reinforce our commitments and the cohesion of our European network around our company’s values: Rigour, Honesty, Hard Work, Frankness and Humility. Created upon the initiative of NSE Services, the European Services Network includes seven active members: ALBACOMP (Central Europe in co-operation with NSE Hungary); FREE (Spain and Portugal); FRS (Benelux); TEKNEMA (Italy); RTS (Germany and Austria); REPAIRTECH (UK).
During this meeting the managers of each member company reiterated their firm will to work together in order to answer to our customers demands: reduction of transport costs (local repair) and improvement of deadlines (TAT). As an alternative to our competitors’ inflexibility, we offer the flexibility and force of a network of independent European companies that places quality and customer satisfaction at the centre of its concerns. Enjoy your read | |||
| José
Parets Managing Director www.nse-groupe.com
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Intensify our common marketing policies,
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| Partnership NEC COMPUTER / NSE - ‘’EMPOWERED BY INNOVATION’’ |
NEC computers and NSE Services have been partners since 2003 for handling the warranty on their range of Notebooks for the whole of Europe. Today NEC and NSE are giving a new impetus to their co-operation by privileging a local service that links in with NSE’s ‘European Service Integrator’ strategy. In order to explain this evolution, Charles Gaudron and Marie Laure Sauvion of NEC Computers have agreed to answer our questions.
Packard Bell primarily directs its offer towards the consumer market. Since the transfer of Packard Bell’s activities, NEC is accentuating its investment in its initial branch of industry, the professional market. Our customers are demanding and need to be treated with the greatest professionalism. Also the PURR guarantee allows for the collection of laptop computers directly at the customers without any additional expenses for him. NSE’s support is therefore crucial and decisive.
It is true that NEC currently solicits NSE in order to provide to its customers with better services For example NEC is very interested by the increase in NSE’s geographic coverage. During 2006, NEC and NSE worked together on a new service organisation. Whilst keeping a centralised European service for the customer interface, the coordination of each RMA, the supply chain and reporting, NSE set up a local service for interventions at the customer’s site and repairs, via its network of European partners (European Services Network).
The upkeep of a centralised interface is a key point for the future evolution of our partnership. NEC has noted an improvement in the level of service in England following the set up of Repair Tech. The principal advantage that NEC has gained is the confidence of its customers. The installation of an identical system for the Benelux countries is thus very interesting.
To continue to develop our partnership within a relationship of confidence and common interests
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| Quick interview with ALEXANDRE SOPOCKO, General Manager of FUNAI France |
Business Development Director cblondel@nse-groupe.com |
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Customer Satisfaction |
| PLEDGE OF QUALITY |
| NSE Services sites are certified by l'AFAQ under reference QUAL/2003/19690. Certification ISO 9001 and ISO 14001. |
Declaration CNIL # 853153 You have a right of access, of modification, correction and suppression of the data which concern you (Article 34 - Law "Informatique Et Libertes" January 6, 1978). |
« To contribute to the satisfaction of our client’s end-users » This is one of the four aims mentioned in NSE’s Quality, Security and Environment policy. One of the parameters used to measure if this objective has been reached is the customer complaints indicator. Each complaint received, whatever its origin (e mail, telephone, letter) is dealt with in a specific way. After the complaints have been registered in our system by our customer services, they are analysed to identify the causes, and the plaintiff systematically receives a reply, generally with our clients support. Each complaint is codified in order to be able to extract statistics and identify any recurring causes. The analysis of this data makes it possible for NSE’s quality department to set up corrective actions or to suggest to our clients ways of improving services offered to the end user. NSE Services has always put the customer in the centre of its concerns. In order to improve the efficiency and reactivity of its organisation for the service of our customers, and our customers’ customers, the various processes within the company have been reorganised according to the product line: Video, printing, computing and automatic devices. Complaints are often different depending on the type of product handled. This new organisation will enable us to aim for our actions to be closer and closer to customer expectations.
Laurent Favier |
