Fujitsu Services develops the reputation for great customer satisfaction

Abstract

PurposeThis article describes the Fujitsu Services “reputation program”, developed to change the behavior of employees so they genuinely live Fujitsu Services' brand values.Design/methodology/approachHighlights the challenges the company faced, the ways in which it went about tackling them, and the benefits the program has brought.FindingsDetails the ways in which consultancy and learning partner Academee helped to facilitate the reputation model; how Academee consultants and project managers worked in partnership with Fujitsu Services; and how the program was rolled out across Europe.Practical implicationsDemonstrates that, during the first year of the program, the company achieved record profits up by 45 percent, revenue up 15 percent (in a period when the IT services market in Europe saw growth of only 2‐3 percent) and the Fujitsu Services order book at a record high.Originality/valueShows that customer satisfaction has increased, and recruitment, selection and training processes have improved, since the launch of the program.