Fujitsu's operations are divided into sales, business areas and support functions. Sales offerings in Finland include Fujitsu’s global products and services. The business areas (Managed Infrastructure Services and Business Application Services) are divided into different markets offering and expertise as well as consultancy and expert services. The business areas are responsible for their own customer relationships and offering them. In addition, Fujitsu Finland uses Fujitsu's global service delivery centers. Support functions provide centralized services for sales and business operations.
EMEIA (Europe, Middle East, India, Africa) has defined jointly-applicable processes for a quality system called EMEIA Business Management System (EBMS). The best practices in the region are utilized in its development. The process owner with necessary development resources takes care of process management and development, according to the set goals. Every employee is orientated with, trained and responsible to act in accordance with common operating models. Managers support and guide their staff to act according to the processes in all operations.
Fujitsu's service processes have been aligned with ITIL's® (IT Infrastructure Library) best practices. ITIL functions include Service Desk and key processes such as Major Incident, Incident, Problem, Change, Release, Configuration, and Service Level Management.
Our quality management system is based on the company's operating principles and policy, processes, operations supporting information and information systems, as well as service generating and operating people. Functional, efficient and flexible processes are a prerequisite for an excellent and consistent service, coupled with competent and motivated personnel.
Our goal is to meet or exceed customer expectations at all stages of the service lifecycle. Our operations will be developed in accordance with the principles of continuous improvement. We use Lean philosophy and methods in the development. Every employee in Fujitsu participates actively in the development of their own and their team work.
In the development of our operations, we use a wide range of sources, such as measurement and evaluation results, and customer feedback. We have set balanced indicators for service level, customer satisfaction and other activities based on strategy-driven goals and goals.
We monitor and examine customer satisfaction comprehensively from the views of the client organization's management to the end-user service experience. Responsible roles in accounts and business operations utilizes the results of the research at customer, industry and Fujitsu level. The aim of analyzing research results is to find development targets and to propose development projects so that we can maintain and improve customer satisfaction.
ITIL® is a Registered Trade Mark of AXELOS Limited
EMEIA Europe, Middle East, India, Africa
EBMS Emeia Business Management System
Fujitsu Finland Oy quality management system is ISO9001:2008 certified covering the operations of Fujitsu's subsidiary Nice-business Consulting Oy. ISO14001:2004 environmental management system certificate covers Fujitsu Finland Oy’s services.
Our quality management system is part of EMEIA Business Management System. It enables responsible and efficient working practices and compliance with our global business rules. The EBMS contains policies, processes and other common guidelines that we use in our operations. Their compliance is monitored both in internal and external assessments.
Inspecta Certification Oy has granted Fujitsu Finland Oy an ISO/IEC20000-1: 2011 certificate for IT Management covering Orion Corporation's Patja Services and Kuntien Tiera Oy's ERP Integrator Services.
Fujitsu Finland is also included in ISO/IEC27001:2013 EMEIA-level certification granted by Bureau Veritas. It covers in Finland infrastructure and application services (Managed Infrastructure Services, Business Application Services) and human resource function.