Abstract
Customer satisfaction with services during operation and maintenance phase influences not only the company's brand image but also the customers' decision on choices of computing products and devices. Fujitsu IT Infrastructure service business group (Fujitsu CE Group) applies its proprietary method in managing quality of service (QoS), and thereby manages quality of maintenance service provided by 8,000 Fujitsu customer engineers and 1,000 call center and technical staffs Japan-wide to improve QoS and gain greater customer satisfaction. This report introduces their activity.
