Kyocera’s European Senior General Manager Service, Norbert Wolter, to improve EMEA service

ITIL Service Management System to be implemented across EMEA to raise service standards

17 July 2012

As of 1 July 2012, Norbert Wolter, Senior General Manager Service of KYOCERA Document Solutions Europe B.V. and former Service Director of Kyocera Germany, has become Project Owner of a pan-European project to implement the ITIL (IT Infrastructure Library) Service Management System in all EMEA subsidiaries. The aim of this new project is to achieve ISO20000 certification in 2013 by further improving Kyocera’s service standards. Björn-Olaf Lange is the new Service Director Germany, a role that Norbert Wolter had fulfilled for 18 years.

In recognition of his experience as a Service Manager, Kyocera Document Solutions Europe headquarters in the Netherlands have given Norbert Wolter responsibility for the new service standards project in addition to his duties in Europe. The ITIL Service Management System, an internationally standardised approach, will define all required processes and responsibilities connected to the Managed Document Services, which depend heavily on a mixture of hardware, software and services. Kyocera Document Solutions Headquarters in Japan are also planning to introduce the European ITIL approach worldwide.

Wolter has been steering Kyocera Services since 1994 when he became Service Director of Kyocera Germany. His responsibilities expanded to Europe, the Middle East and Africa (EMEA) in 2001. He has now relinquished his German responsibilities to fully dedicate his time to the international challenge that now faces him.

“Our Customer Service methods in Germany, our Service network, our processes and our organisation, have become a role model for Kyocera Service organisations is other countries. Even though the way people think and their culture may differ, everyone is the same when it comes to one thing – the expectation of first-class service from Kyocera. That’s what I’ll continue to work towards in my new assignment. I’m looking forward to the challenges ahead,” says Norbert Wolter.

About Kyocera Document Solutions Europe B.V.

Kyocera Document Solutions is one of the world's leading office document solutions companies. Its range of products and services includes Ecosys printers, reliable multifunctional systems, high-quality consumables, a comprehensive portfolio of software solutions and Managed Document Services (MDS). Kyocera Document Solutions provides innovative products built on a foundation of long-life components. Its customers benefit from low total cost of ownership and high efficiency in any workplace. Its solutions portfolio and Managed Document Services division help customers to reduce costs and environmental impact at the same time as improving the efficiency and reliability of common business processes. For further information, visit:

Kyocera Document Solutions Inc. is a wholly owned subsidiary of Kyocera Corporation, which marked its 50th anniversary in 2009. Ranked no. 604 on Forbes magazine’s 2011 “Global 2000” listing of the world’s largest publicly traded companies, Kyocera is a leading manufacturer of high-tech ceramics, electronic components, solar cells and electronic office equipment. Kyocera’s long-term growth strategy is to focus on business that supports telecommunications, information processing, environmental protection and the preservation of quality of life.