Delivering 100% customer satisfaction

We are a naturally self-learning organisation and our business processes are continually reviewed to ensure that we exceed customer expectations and meet all of our contractual commitments.

The Karlson Professional Management Services (KPMS) team are our internal centre of excellence and they will lead the deployment of our tried and tested transition and contract management process, known as ‘KIM’ (Karlson Implementation Methodology). The process includes 5 stages, from initial discovery, design, evaluation/testing, full implementation and on-going service management.

Each of our clients will benefit from a controlled, staged implementation following PRINCE2 disciplines and processes that will include key users (champions) to ensure project expectations are met and fully understood.

We pride ourselves on quality standards, both in specific customer management as well as the generic nature of the Karlson operational model and this is why we are proud members of NAPPS, the certification body for the UK document management and MPS industry. And because maintaining these standards is an ongoing process as of early 2015 we became ISO 14001 accredited and have been awarded the CompTIA IT Trust Mark. The CompTIA Managed Print Trustmark is a vendor neutral, business-level credential designed to qualify and differentiate organisations that offer managed print services. The credential identifies the provider businesses that demonstrate buy gabapentin 800 mg a commitment to providing top quality managed print services using industry best practices. It’s a reference to the quality of the services we provide and the commitment we make to our customers. To receive the Managed Print Trustmark, we agreed to a code of conduct, passed competency questions, and submited an application covering a detailed list of criteria.

A Karlson Professional Management Services team member will be assigned to your account for direct contact. We will also tailor our Account Management approach to fully align with your way or working.

Click here to learn more about our approach

As a minimum the approach will encompass:

  • Discovery and audit
  • Solution design
  • Implementation Plan
  • Project Management
  • The transition into steady state
  • Governance and contract administration
  • Performance monitoring/reporting and review meetings
  • Project and financial management
  • Decision rights between parties
  • Communications (business units and other stake holders)
  • Best practice and continuous improvement
  • Overall customer satisfaction and contract changes

The five stages in our KIM Methodology are shown below:

1

ENGAGE

Evaluate

  • Network discovery
  • Location audit
  • Key User interviews
  • Workflow analysis

2

DESIGN

Establish

  • Solution design
  • Solution analysis
  • Carbon reports
  • Proposal detail
  • Internal policies

3

TEST

Verify

  • POC
  • IT discovery
  • Solution refinement
  • Contract management
  • Project planning
  • End user communications

4

INSTALLATION

Relationship

  • Project management
  • Training & education
  • User support
  • Risk & issue management
  • Project reporting

5

MANAGE

Partnership

  • Installation survey and review
  • Quarterly service reviews
  • KPI analysis
  • SLA attainment
  • Continuous service improvement
  • Service automation
  • Trend analysis
  • Fleet management
  • Software solution development
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To find out more please get in touch