Roland DG Corporation enhanced its certification programme for service engineers (SEs) engaged in the repair and maintenance of Roland DG products. The new certification programme is effective as of June 2016.
Roland DG operates a programme of certifying highly skilled and knowledgeable SEs as Roland DG Care Certified Service Engineers in order to provide high-quality, standardised maintenance services that meet the demands of customers around the world. Until now, certification had been based on the results of internal testing and completion of training courses. The new programme places a greater focus on the quality of the SE’s daily activities and their professionalism, and features a point-based evaluation scale to ensure more objective certifications.
The new system, a cloud-based customer relationship management application, is used to collect data such as customer satisfaction regarding maintenance work and resolution time for addressing customer issues, and converts the results into points. These points are combined with the points accrued from training history and results of Roland DG Academy Online for service engineers, an online learning platform for SEs that was launched prior to the release of the new certification programme. SEs who achieve the required total points are then certified as Roland DG Care Certified Service Engineers. The acquired points are also used to select participants for the Global SE Awards, a worldwide competition for Roland DG SEs.
Takaaki Koshita, general manager of Roland DG technical services, explained the background leading up to the new certification programme. ‘The new certification programme allows us to better manage repair and maintenance levels that are directly related to greater customer satisfaction and helps our SEs become more aware of where they need to grow in order to continue providing an exceptional level of service. SEs can regularly monitor their own results and points accrued, to help them objectively analyse and identify areas of knowledge or skills where they may be lacking.’ He added, ‘SEs can use the training content available with Roland DG Academy Online to overcome their own weaknesses and enhance their skill level. The platform provides SEs with access to content via a PC or mobile device to learn the knowledge on products and software that is essential for repairs and maintenance, as well as proper work procedures and know-how, at any time from any location.’
Koshita also outlined his vision and goals for the new programme, stating, ‘We are also developing a more advanced online community where SEs can share their skills and best practices over the internet, as well as harness the knowledge of all other SEs to provide assistance when one of them is faced with difficulties. By cultivating a corporate climate and culture aimed at providing a high-quality service by everyone at Roland DG, we hope to develop a more comprehensive customer service and support system.
