Fujitsu Services, one of the leading IT services companies in Europe, announced that Lisbon’s Service Desk, which at present employs about 500 people, is already acting as a model for the other Fujitsu centres around the world, namely in Malaysia, Costa Rica, South Africa and the new centre of Lodz, Poland.
In the last two years, the experience and service excellence of the Lisbon Fujitsu Service Desks led to a growth of 240% in the number of people employed at the Centre. This growth is accompanied by a high level of personnel retention, thanks to the types of work contracts, continuing education and career prospects offered to the workers of the Centre. The methodologies deployed and the excellent results obtained by the several multinational clients have caused the growth of the team of highly qualified people at the Centre to nearly 500 people, who help thousands of users in 106 countries and in 16 languages.
The feedback gathered by Fujitsu clients concerning the high quality of services and the enthusiasm of the Lisbon team has now allowed the propagation of the methodologies of the Lisbon Centre of Competences to the other Fujitsu Centers around the world. This formula for success has permitted the Portuguese management to train and contribute to the streamlining of processes and methodologies of other Fujitsu Service Desks using the experience and results achieved in Lisbon.
According to Carlos Barros, Chief Executive of Fujitsu Services, “We have been able to create value and develop high qualified IT managers in our country by implementing “Lean” work methodologies that eliminate waste and promote continuing improvement. This demonstrates Fujitsu’s ability to recruit, train, specialize and develop professionals within the organization, which has a record rate of personnel turnover below 5%”.
Philosophy “Sense and Respond”
The service model “Sense and Respond ” used at the Lisbon Centre of Competences has already received international applause for the results achieved by placing the personal element at the centre of the operations through the continuing training, development of specific competences, definition of careers and professional progress of the employees.
The “Sense and Respond” methodology is also based on a “Lean” vision and on waste elimination, resolving the problems at the first line (first call). The multidisciplinary Fujitsu teams hold empowerment meetings on a daily base, with the objective of identifying the main problems that caused the contact, automating and speeding their solution in real time. There are also several performance and time of response metrics, measured in real time and available in graphic and visual form so that the people in charge of each Desk/client may have a constant monitoring of the levels of the services provided.
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