SERVICE MATURITY SURVEY Hassan Barre, Warranty Coordinator, International Sales & Solution Division

AGENDA Corporate Customer Services & Support Strategy Objectives of the Service maturity Survey Service maturity Survey - model Structure "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 20132

CORPORATE CUSTOMER SERVICES & SUPPORT STRATEGY "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May Each KYOCERA Sales Company/partner will set a maturity goal to achieve for each year until FY16, based on their market environment, and will execute the PDCA (plan do check an act) action plans to become an “ Excellent Service Company ” The progress of the maturity goal achievements will be measured by the yearly Service Maturity Survey.

CORPORATE CUSTOMER SERVICES & SUPPORT STRATEGY "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May "Managed print services" (MPS): generic Gartner term for a service offered by an external service provider to optimize or manage a company's document output to certain objectives, such as driving down costs, improving efficiency and productivity, and reducing the IT support workload. Under MPS, a service provider takes primary responsibility for meeting the customer's office printing needs, including the printing equipment, the supplies, the service and the overall management of the printer fleet. Challenger: e.g. KYOCERA, Konica Minolta Leader: Xerox, HP, Ricoh, Lexmark, Canon Source: Gartner, Magic Quadrant for managed Print Services, Worldwide, October 2012

CORPORATE CUSTOMER SERVICES & SUPPORTSTRATEGY CORPORATE SERVICES CATALOGUE "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 20135KYOCERA Document Solutions Europe B.V. On-going (yearly) Service Maturity assessments 5 ASSESS DESIGN IMPLEMENT MANAGE OPTIMIZE DOCUMENT OUTPUT ASSESSMENT FINANCIAL OPTIMISATION CUSTOMISATION PLANNING HW INSTALLATION & DELIVERY SW INSTALLATION & DELIVERY HW TRAINING SERVICES ASSET / FLEET MANAGEMENT/ REPORTING BREAK & FIX SERVICE DEDICATED ONSITE RESOURCE OPTIMISATION CONSULTANCY 3rd PARTY VENDOR MANAGEMENT PROPOSAL MANAGEMENT CHANGE MANAGEMENT SERVICES OUTSOURCING SERVICES DOCUMENT WORKFLOW ASSESSMENT ENVIRONMENTAL IMPACT ASSESSMENT DOCUMENT OUTPUT OPTIMISATION DOCUMENT WORKFLOW OPTIMISATION ENVIRONMENTAL IMPACT OPTIMISATION SW TRAINING SERVICES ROLLOUT PROJECT MANAGEMENT GOVERNANCE DESIGN CUSTOMISATION IMPLEMENTATION MAINTENANCE SERVICE DEMONSTRATION INSTALLATION IMAC / D SERVICES SUPPLIES MANAGEMENT SUPPORT SERVICE CONSULTANCY SERVICES CUSTOMISATION SERVICES IMPLEMENTATION & TRAINING SERVICES CLIENT MANAGEMENT SERVICES MAINTENANCE & REPAIR SERVICES ENVIRONMENTAL SERVICES PARTNERING SERVICES ENVIRONMENTAL MANAGEMENT SERVICES This is the globally approved KYOCERA Corporate Services Catalogue Services in the Scope of the Service Maturity Survey

1.TO ASSESS AND ANALYZE THE PERFORMANCE LEVEL OF KDS' CUSTOMER SERVICES ORGANIZATION GLOBALLY 2.TO HELP MANAGEMENT TEAMS IDENTIFY THE GAPS IN THE EXACT AREAS AND DEVELOP ACTION PLANS (PDCA) OBJECTIVES 6"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013

7 SERVICE MATURITY SURVEY - MODEL Complete set of requirements or capabilities related to a Company’s Organisation, Processes and Systems, and their assignment to various levels of Maturity (performance) required to deliver Conventional Services and MDS Services included in KYOCERA’s Corporate Services Portfolio

STRUCTURE 8"Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 2013 Focus only on 3 Service Categories The Survey Tool included: About 181 Questions covering Organisation, Processes, Systems & KPI‘s Automated functions with adaptive Questionnaire, based on the Service Business model: Direct Indirect Hybrid Automatic Gap Analysis which could be used for PDCA planning

THANK YOU! "Team KYOCERA" KDIS Partner Support Conference in NL 15/16 May 20139