David Malaquin, Supply Chain Manager

NINTENDO France started a partnership with NSE for almost a year.
David Malaquin, Supply Chain Director of NINTENDO France, kindly respond to our questions.

Christian Blondel – How has your market position evolved ?

David Malaquin – Nintendo’s aim is to reach the largest number of players with their products (games and consoles) making video games available to everyone.

The evolution of the interface (keeping pace with developments on Wii, touch screens and voice recognition on Nintendo DS) associated with multi-player games which unite the generations, has bridged the gap between players and beginners and has resulted in a spectacular increase in the number of video game users.

Our aim is to continue to push back the traditional boundaries of video games rendering them accessible to the greatest number.

CB – Does that  imply that there have also been changes in your company strategy?

DM – it’s the desire of Nintendo to put a smile on the faces of our users who are our best ambassadors.
The after-sales service experience of a customer has sometimes been less than satisfactory, particularly by reason of delay and lack of information.
Consequently, the putting into place of a rapid alternative solution was desirable for both our users and resellers, always keen to offer effective after-sales service to their customers.

To meet our internal objectives and the expectations of our customers, we have implemented an internet after-sales service which offers access to information and tracking 24 hours a day, 7 days a week.
This solution meets with the approval of both our distribution partners and our customers.

CB – What does NSE do for Nintendo ?

DM – NSE exclusively handle the after-sales service for Nintendo directly with French consumers who have created their own case on our website.
More recently, NSE have taken over the handling of calls and emails concerning this service. In addition, NSE repair home consoles, Wii and our range of portable consoles DS, DS lite, DSi et DSi XL.
 
CB What are your expectations ?

DM – Our expectations are:

 An irreproachable level of repair service.
 Turnaround of cases within 72 hours
 To build a real partnership adapted to the needs of our customers.

 

PLEDGE OF QUALITY

NSE Services has always put the customer at the centre of its concerns.

"Contributing to the satisfaction of the end users of our contractors" is one of five major objectives contained in our Quality, Safety and Environment Policy 2010.

To achieve this goal, we decided to implement a barometer to measure our customers perception of the quality of our work.

This tool will allow us to respond more specifically to requirement 8.2.1 of ISO 9001/2008:
"The organization must monitor information on customer perception of the level of satisfaction of its requirements by the organization as a performance measurement system of quality management. Methods for obtaining and using this information must be determined

To be as representative as possible, we have opted for a multi-source indicator for combining data collected from our customers , end users (customers of our customers) and staff of NSE Services in direct contact with customers and users of their products.
This data is collected through internal and external investigations, recording of formal complaints or congratulations, the continuing development of any new services we are selling...

This gives us a satisfaction index in the form of a  radar: