Océ Brasil Services aims to improve efficiency, grow revenues and reduce costs through its services business. The document discusses Océ's various service offerings including consulting, implementation, education, and support services. It also identifies opportunities in each area to introduce more services by addressing common problems customers face like cost cutting needs, productivity issues, and outdated equipment or software.

1. Business Beyond the Ordinary Profitability through Operations and Customer Satisfaction Océ Brasil Services

2. Objectives Main Objective Improve efficiency; Delivery Process Grow the Revenues Results; Grow the Gross Margin; Cost Reduction Program

3. Océ Services – Improve Efficiency The importance of Services in the economy Services in the Brazilian economy; Services support activity; Maximizing shareholder value; Where the customer recognizes value; Type of Services Type of coverage – Who, When, How; Under contracts; Time & Material; IT in Services;

4. Océ Services - Solution Delivery Process

5. Océ Services – Grow the Revenues Results Pricing Services Where the customer recognizes a greater value? Price / SLA / Quality … ? Type of customer Identification of the customer objectives; Customer loyalty How, why, when …… Are You ready to have? Recovering unhappy customers Identification of errors and/or expectations not met and consequences; Recovering X New customers; Troubleshooting and learning Demonstration of inability to solve problems; Training, Commitment, Personal Development;

6. Océ Services – Grow the Gross Margin Growing margins and profitability despite lower revenues Controlling parts and hours in the contracts; Training; Healthy sales in Time & Material; Reducing the number of 2 visit; Planning; nd

7. Océ Services – Reduce Cost Management the costs Reducing inventory; Analyze the needs on field; Car Stock. Training Quick solution without rework; Call Screening; Internal and External. Preventive maintenance; Management Agenda; Improving Communication Internal and External.

8. Consulting Services Analysis, advice, solution design and project management during implementation Problem Identification Identifying and prioritising document-related problems System Analysis and Design Creating the functional and technical design of a document solution Project Management Managing time, resources and costs during the project

9. Implementation Services From system installation and integration, right up to custom-made software development Product Installation Stand-alone installation of product or system Product Integration Standard connection to customer’s network System Implementation On-site installation, connection and integration of HW and SW Application Engineering Software development, from configuration to custom-made

10. Education Services From instruction to fully fledged training, either standard or specific customer Quick Start Instruction on basic functionality and maintenance Customer Training Predefined standard equipment, software or process training Customised Training Training tuned to the specific needs of the customer Coaching Predefined training programme to increase knowledge step-by-step

11. Support Services Preventive and corrective maintenance and assistance Equipment Maintenance On-site preventive and corrective maintenance Software Maintenance Periodic updates to keep core SW at peak performance Extended Self-support Direct access to drivers, updates and knowledge base Helpdesk Support Contact with Océ specialists up to 24/7 On-site Support On-site resolution of issues that cannot be resolved by helpdesk

12. Recognising opportunities to introduce Services Consulting Services Cost-cutting actions Missed deadlines Productivity issues Not using the system to its full capabilities Reorganisations Outsourcing of non-core activities Need for cost reduction in the print room Inefficient working methods Implementation Services Plans for system changes or upgrades Internal relocations Using outdated printing software, or new third-party software (like AutoCAD) Changes in the network environment Newly available options for Océ hardware and software Education Services Inefficiencies in system use Not using system’s full functionality New employees (need for refresher training) Large number of helpdesk calls Complaints about ‘faults’ in equipment or software Support Services Complaints about response time (= need higher service level) Peak volumes and need for out-of-hours support (= need higher contract level) Outdated printing software High time and materials costs End of warranty

13. Enclosure Thank you for your presence and participation ! WE KEEP YOU PRINTING