November 21, 2008
Fujitsu Services, one of Europe’s leading IT services companies, was a winner at the recent itSMF Awards with Steve Denham, service delivery manager for the Post Office, taking home the Service Management Champion of the Year award. The theme of the Awards was “Driving Real Value”.
Fujitsu has invested heavily in the development of its staff over the last three years, with more than 15,000 people across Europe having now participated in the Reputation programme – a series of workshops which focus on delivering value to customers.
Ann Sinclair, head of customer experience for Fujitsu Services, comments: “We are now really starting to see results from the Reputation programme, and this award demonstrates that admirably. Steve is a great example of the sort of attitude the programme instils – constantly striving to improve our service and deliver a better experience to the customer.”
Shaun White, branch systems advisor, UK for the Post Office comments on Steve’s win “Congratulations, well done and well deserved! On a personal note I think you have an exceptionally positive impact on the service relationship. Your drive and enthusiasm, and that of your team, shines through creating a true partnership approach which has been key to improving service and driving down costs.”
Richard Morgan, chair of the itSMF awards comments, “Steve has won through a very high standard of candidates for this award. Every itSMF award brings recognition and publicity to the winner and we’re proud to be able to shine a light on the IT Service Management industry, those like Steve who deliver the best practices which are DRIVING REAL VALUE”.
Richard Bull, director of customer services and head of the service delivery management community within Fujitsu Services comments, “Steve displays the attributes that go into making a great service manager in that not only does he understand process, he knows how to make sure it can be applied to deliver the best outcome for both the Post Office and Fujitsu. His manner is always collaborative and he knows how to exploit best practice and technical know how in both an effective and efficient way.”
Fujitsu’s relationship with the Post Office began in 1993 and since then Fujitsu has delivered a £1.4 billion programme over a ten-year period which installed a networked counter system to manage the customer experience in the Post Office’s 12,000 branches.
Steve has been with the company for 9 years and has been leading the Post Office team at Fujitsu for the last two. Since implementing the contract, the Post Office has seen a 30% increase in online transactions and serves an average of 28.8 million customers per week.
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