Warranty Management & Services Processes Control
This function manages and controls Warranty procedures and WEEE compliance (European Waste Electrical and Electronic Equipment Directive) for Italy and Europe. Specifically, for these processes, it determines and subsequently manages provisions for all product families and all sales organisations, monitoring of Warranty and WEEE flows and control of related funds for Italy/Subsidiaries/Agencies, contract definition, TPM management and control, commercial and industrial warranties for worldwide customers, OEM suppliers and contract manufacturers.

Technical Service & Support
This area is responsible for providing specialist technical support on all products and solutions in the Olivetti offer. For this, it organises start-up service activities, conducts supportability analyses, defines technical interfaces and escalation procedures, plans training for subsidiary product specialists and dealer service engineers, produces launch documentation and technical manuals, organises spare parts production, coordinates field tests, provides II- and III-level online specialist support, with related escalation procedures to and from suppliers or R&D.

Field Services
This function manages technical support processes in the field, through a central unit responsible for delivery, training, logistics and technical services, and a field support organisation subdivided into 3 macro areas (North, Centre, South) for overall operation coordination, 12 primary Technical Assistance Centres (C.A.T.), with electronic and mechanical laboratories equipped with the skills and tools to repair and overhaul faulty equipment, and 138 Assistance Points providing nationwide coverage. The Field Services function also coordinates five international subsidiaries (Spain/Portugal, Britain, France/Benelux, Germany/Nordic, Austria/Switzerland), 90 dealers worldwide, approximately 200 dealers in Italy for support on Office products (laser copiers, laser fax, multifunction ink-jet devices, laser printers), more than 300 dealers for the Retail offer and a TPM unit supporting the DTM/TELECOM, INPS, Poste Italiane, Ticketing, VLA offer.
All operations are managed through a central business process monitoring system, providing continuous real-time monitoring of service performance levels.

Caring Competence Operations: Advalso S.p.A.