A new generation of IT support
The evolution to the Next Generation Support Services at Bosch
NGS stands for Next Generation Support Services at Bosch and represents a specific challenge that the company set for itself with the complete reorganization of its internal IT service. There is a clear focus on users – in other words Bosch associates. With an infrastructure that connects more than 400,000 associates worldwide, this is far from an easy task.
Thankfully, the service experts of Bosch Service Solutions have the in-house expertise needed. One of the people responsible for this project is Senior Project Manager, Maria. She is responsible for the Service Desk sub-process, a platform via which telephone inquiries from users are received. "When I was assigned this task in 2016, I felt very honored. But I also had respect," explains the Frankfurt native. She brings the necessary experience from three years in charge of the Corporate Information Systems & Services hotline, or CI for short. "I led a global team of around 300 people and learned a great deal about the service needs of callers. I also learned to identify the weak points of the hotline."
"Service design means leaving no stone unturned."
Upon completion, the project objective is ultimately an IT Service Desk with a new organization and more efficient operating procedures. Numerous changes are being implemented in order to increase and optimize the troubleshooting options available to Service Desk associates. At the end of the day, it's the customer's time that matters the most. "Back in 2014 we asked associates what the IT hotline would be like in 2020. We then worked through the answers over the course of several workshops to devise specific actions and processes. These are now being implemented. Our focus is, as always, on the users, as well as on new communication channels. These include a chat function, knowledge management and improved access to service associates for direct assistance on site."
The 37-year old is supported by an international team made up of IT specialists, business economists and even a former bricklayer who now works as a technical writer. For Maria, who began her career at Bosch as a student trainee in 2005 after completing her degree in linguistics, diversity is a critical success factor. Self-organization and flexibility are also very important. This is also evident in the way her team works. "We have a rather dynamic approach. The various functions have to be put into operation as quickly as possible and then optimized in practice. If something isn't working, we get rid of it." Success has proven her approach to be right, and feedback from users has been overwhelmingly positive. So what about the planned completion in 2018? "It's a bit of challenge. We'll see."
"My desk is in Frankfurt. But I work all over the world."
The fact that the project manager uses her desk in Frankfurt only sporadically is indicative of the global nature of the project. "My job involves a lot of travel - sometimes I might only spend a few days in one place." Nevertheless, it's all worth it: "We are gaining a great deal of experience through this project and are developing our expertise in the area of service design. This will benefit everyone here at Bosch as well as our external customers."