Themes of Activities in Fiscal 2007 As our customers' system environments continue to grow more complex, the needs and demands placed on NEC Fielding are changing for each of our customers. In order to respond to these changes, it is vital for us to gain an accurate understanding of our customers' views, and enhance our ability to offer solutions that benefit our customers. Results of Activities in Fiscal 2007 We have defined the third phase of our Empowered & Excellent Customer Satisfaction Program (E-CSP; see below for definition) in a two-year plan. We will advance the following activities in the first year of this plan. Educate customer engineers (CEs) to correctly understand customers' views when visiting them Enhance internal indices for measuring and determining whether we are providing appropriate services for each customer's unique system-operations environment Thoroughly check basic service processes for maintaining customer systems in an optimal state The key focus of our former Customer Satisfaction Improvement Program (CSIP) was resolving things our customers were dissatisfied about. In 2003, we began the Empowered & Excellent Customer Satisfaction Program (E-CSP), which evolves the focus to creating satisfaction rather than resolving dissatisfaction. Future Challenges Our customers have indicated to us that our service offerings are still lacking. We will enhance our ability to understand our customers, and propose appropriate services. Bringing our customers security and gratification through Fielding Activities The wellspring of our business is on-site work at our customer’s place of work, in other words field work. We want to always be at the side of our customers as a crew of dependable experts who are trusted and resolve issues, and deploy fielding activities to work sites where customers use their IT assets. In order to accomplish this, we provide services that will convince each and every customer that NEC Fielding can be trusted. * CS (Customer Satisfaction) We have contact in some form with customers about 4 million times a year. The information we obtain, such as customer opinions and requests, are precious assets of ours that enable customers to utilize our services with assurance and peace of mind. We use this accumulated information to provide stable system operation and precise maintenance activities, and this information is also used in our pursuit of rapid and precise service. In addition, our customer engineers (CEs) and salespersons draw on this store of customer information in making proposals regarding system efficiency. We are working to have our CEs and salespersons carry and make use of Knowledge Note terminals (KN terminals) so that they can access the latest information. Visit our website of CS Activities for more information about "Proposals to meet customer needs" (Japanese version only). The ISO9001 PDCA cycle mechanism is employed to improve CS. Company-wide policies and measures related to improving CS are examined at the CS Improvement Council and E-CSP Promotion Committee, and then conveyed to the various divisions. Efforts to promote these measures are centered on the quality promoter assigned to each organizational unit, and this person undertakes concrete steps to implement the measures within their unit. In addition, every quarter, the Branch Activity Reporting Meeting is held by top management, and the progress of activities is checked for each division and business line responsible for actual activities. Activities to improve CS * E-CSP (Empowered & Excellent Customer Satisfaction Program) We cherish feedback from our customers, which reaches us through diverse routes, but always comes from our fielding activities. We utilize various tools to apply this feedback within the company and seek improvements in each situation. In addition, in order to provide more satisfactory services, we conduct a customer satisfaction survey of randomly selected customers twice a year. By always checking how customers feel about our services, we uncover issues related to improving CS, and run through a CS promotion cycle. Process of utilizing customer feedback CSVOICE CSVOICE is our broadest channel for gathering the opinions of our customers. The wants, needs, and observations of customers are recorded as CSVOICE. A primary analysis of the information recorded on CSVOICE is made by the Customer Satisfaction Management Division to classify the problems in terms of type, and this information is sent to the concerned departments, where specific measures to resolve the issue are determined and implemented. This information can be accessed by other departments by searches based on parameters such as precedents, and thereby shared throughout the company. CSMAIL We have created a database of situations and information about major failures in customer systems, and actual or potential dissatisfaction with our maintenance. Any issues are rapidly communicated internally and within the NEC Group via CSMAIL, and we work to rapidly resolve the issues with the collaboration of the entire group. Field Request (FR) Many different types of issues may occur in our customers' systems. The Field Request system communicates issues caused by products and product-improvement requests to the factory/quality control division of the product vendor via our engineering division. These activities use information about various issues to help improve products. Visit our website of CS Activities for more information about "Process to make use of customer opinions" (Japanese version only). S-MAX education We have developed the education program (S-MAX Training) that is based on our corporate philosophy and makes employees aware of the necessary principles to bring our customers security and gratification through fielding activities. This training is undertaken to foster the sensitivity of the service in CEs, who are the first line of contact with customers. The aim of the program is not just to memorize what one has been taught but to develop a sense of good service in the process of seeing by oneself, thinking by oneself, and discussing with colleagues. In other words, the program brings out the potential sensitivity of the service of each participant through VTR work and discussions. DSC (Do See Check) activities In order to generate a feeling among customers that NEC Fielding can be trusted, it is necessary to provide both accurate work and proper reports appropriate for the customer’s situation. Therefore, we have developed DSC (Do See Check) activities, in which there is a review of the actions of each CS who conducts maintenance activities and the content of reports to customers, a determination is made if customer needs were met or not, and improvements are promoted. Visit our website of CS Activities for more information about "S-MAX education" and "DSC activities" (Japanese version only).