[TV] Philps / IBM ???

[Tech Assist <admin@xxxxxxxxxxxxxx>]

The following press release comes from Wayne Nichols of Philips Consumer
Electronics NA:
-----------------------------
We want to make you aware that Philips Consumer Electronics NA has signed an
agreement with IBM to transform and manage its Service activities in North
America.  This strategic partnership is part of Philips’ overall Business
Renewal Program to increase efficiency and cost productivity.  This
agreement will serve as a platform to further drive increased consumer and
customer satisfaction and brand loyalty and will further enable Philips to
meet or exceed the expectations of its consumers, consistent with Philips’
position as a premium brand.
This partnership with IBM has no immediate impact on the day-to-day service
operations with NESDA and its members; however, it is important to share
this information with you so you are prepared to answer any questions you
might receive.  As the transformation timeline is further developed and
implemented, you will be notified.
As a key part of this initiative, IBM business consultants will be working
with Philips to apply state of-the-art process redesign to Philips’ customer
service processes.  This will apply to all service processes, including
parts logistics, contact centers, warranty entitlement and claims
processing, field service management, depot repair, web self-help, and
enablement of electronic routes to market for extended warranty and
value-added services sales.
IBM will further integrate and transform these processes to improve the
brand experience, service quality and response times, and optimization of
Philips’ Service operations.  In addition, IBM will manage these transformed
business processes for Philips in its state-of-the-art service delivery
centers.
We want to thank you for your continued support and look forward to your
cooperation in building a stronger business.   Philips remains totally
committed to providing our consumers with quality service that meets or
exceeds their expectations.
 If you have any questions, please do not hesitate to contact me.
Best regards,
Wayne Nichols
National Service Manager North America

For more information, and to read a press release at the IBM website
regarding this partnership, look here:

http://www-1.ibm.com/press/PressServletForm.wss

Click on the first link to the April 14 news release.

-- 

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