MANAGEMENT SYSTEM MANUAL

FUJITSU IN CEMEA&I

Contents
Preface
1.
Presentation of company, visions and objectives
1.1 Fujitsu Group and Fujitsu Global Business Group
1.2 The Fujitsu Way
1.3 Fujitsu in CEMEA&I
1.4 Vision, mission and strategy
1.5 Corporate objectives
1.6 Responsibility and delegation
1.6.1 Management Council
1.6.2 Delegation of entrepreneurial responsibilities
1.6.3 Quality Representative
1.7 Organizational structure
2.
2.1
2.2
2.3
2.3.1
2.3.2
2.3.3
2.3.4
2.3.5
2.4
2.4.1
2.4.2
2.4.3
2.4.4
2.4.5
2.4.6
2.4.7

Integrated Management System (IMS)

Management system principles
Objectives of integrated management system
Certified systems/standards
Quality Management (EN ISO 9001:2008)
Environment Management (EN ISO 14001:2004)
IT Service Management (ISO/IEC 20000-1:2005)
Information Security Management (ISO/IEC 27001:2005)
Scope of standards
Additional management concepts, laws and regulations
Compliance and ethics
Business Continuity Management
Risk Management
Escalation and Crisis Management
Occupational Health & Safety (OHS)
Product Safety and Liability
Corporate Finance

3
4
4
4
6
6
7
7
7
7
7
8
10
10
10
11
11
12
13
13
13
14
14
14
15
15
15
16
16

3.
3.1
3.2
3.3
3.4
3.5

Process framework and documentation

Process orientation
Process architecture
Process management
Documentation of the integrated management system
Document management

17
17
18
18
20
20

4.
4.1
4.2
4.3
4.4
4.5

Measurement, improvement and innovation

Customer satisfaction
Measurement
Continual improvement
Innovation
Audits, assessments and management system review

21
21
21
21
21
22

5.
5.1
5.2
5.2.1
5.2.2
5.2.3
5.3

Management of resources
Provision of resources
Human resources
Assignment
Employee development and training
Compensation and benefits
Infrastructure

23
23
23
23
23
23
23

PREFACE

Satisfied customers, motivated and committed employees as

well as a positive atmosphere are pre-requisites for the durable
economic success of our company. Market-driven prices,
quality of products and services, plus stable tools and workflows guarantee customer satisfaction and the protection of
both employees and the environment.

The integrated management system provides our customers,

partners, employees, suppliers and shareholders with an insight
into what we do and how we do it. While it is basically designed
for the benefit of our customers, it also acts as a guideline for
our employees to ensure successful action and interaction
within our business processes.

To permanently meet this significant challenge, we have

developed and implemented our management systems in one
integrated management system.

This manual provides an overview of the integrated quality,

environment, information security and IT service management
systems that have been established at Fujitsu in CEMEA&I,
together with their structure and operations*.

This integrated management system forms the basis and the

means to ensure the operative implementation of our strategic
objectives. It comprises all those main activities that guarantee
customer benefit, sustainability, and stability. It is focused on
our business processes, our work methods, and our corporate
culture.

Released October 2010

Heribert Gggerle
Executive Vice President

Armin Kumpf
Senior Director
Quality Management

*) in the context of this document the term Fujitsu in CEMEA&I covers the complete
organisation of Fujitsu Technology Solutions (FTS) and Fujitsu Services (FS) in
Continental Europe, Middle East, Africa and India

Corporate Certificates

1. PRESENTATION OF COMPANY
VISIONS AND OBJECTIVES

1.1 FUJITSU GROUP AND FUJITSU GLOBAL BUSINESS GROUP

Fujitsu headquartered in Tokyo is a leading provider of IT

based business solutions for the global marketplace. Approximately 172,000 employees support customers in more than 70
countries.
The Fujitsu Group is divided into five regions, namely Japan,
the Americas, Asia & Pacific (APAC), China, and Europe,
Middle East and Africa (EMEA). The EMEA region consists of
the three sub-regions Continental Europe, UK & Ireland and
Nordics, where the sub-region Continental Europe is covered
by Fujitsu Technology Solutions.
All operations outside Japan build the Global Business Group
(GBG) - including Fujitsu Technology Solutions and Fujitsu
Services - and comprise such consolidated global functions as
global marketing, global delivery and global client management.
The Continental Europe, Middle East and Africa, plus India
region (CEMEA&I) is part of the Global Business Group and

covers most of Fujitsu Technology Solutions territory. It is

headed by a Chief Executive Officer (CEO), who is also
President & CEO of Fujitsu Technology Solutions.
The execution and transformation of the Fujitsu Groups business strategy is steered from the Global Business Group headquarters in London.
1.2 THE FUJITSU WAY

The Fujitsu Way embodies the philosophy of the Fujitsu Group,

our reason for existence, our values, and the principles that we
follow in our daily business. The complete description is available at [Link]
Based on a thorough understanding of its components, we fully
embrace the Fujitsu Way so that our conduct naturally reflects
its spirit and intent. Especially when faced with difficult decisions, we use the Fujitsu Way to guide our actions.
( > see figure page 5)

FUJITSU WAY
CORPORATE VISION

The reasons for the existence of the Fujitsu Group

CORPORATE VALUES

A set of value statements for achieving our Corporate Vision

PRINCIPLES

The principles we adhere to in all business dealings and

actions in accordance with Corporate Values

CODE OF CONDUCT

The rules and guidelines followed by

everyone in the Fujitsu Group

BUSINESS POLICY

Our current Strategies pursued in accordance

with the Fujitsu Way

Elements of the Fujitsu Way

1.3. FUJITSU IN CEMEA&I

1.4 VISION, MISSION, AND STRATEGY

The Continental Europe, Middle East and Africa, plus India

region (CEMEA&I) is part of the Global Business Group. This
territory is mainly covered by legal entities of Fujitsu Technology Solutions (FTS) and Fujitsu Services (FS) hereinafter
called as Fujitsu in CEMEA&I. It is headed by a Chief Executive Officer (CEO).

The vision of Fujitsu in CEMEA&I is derived from the Global

Business Group to become a Tier 1 trans-national IT provider,
uniquely differentiated by its Japanese parentage. Transnational, for us, is summarized by the expression Think Global, Act
Local we are globally capable, but at the same time locally
responsive to our customers needs.

Fujitsu in CEMEA&I is a leading IT infrastructure provider

with a presence in all key markets in Europe, the Middle East
and Africa, plus India, serving large, medium, and small-sized
enterprises, as well as consumers.

During the period of our strategic Mid-Term Plan (MTP)

Fujitsu intends to substantially increase the percentage of its
business outside Japan. The Global Business Group is crucial
to achieving this ambition. We have three goals over the MTP
period:
To act on a focused set of growth initiatives which will drive
us deeper into selected vertical industry sectors, while simultaneously developing innovative offerings targeted at both
mature and developing markets around the globe.
To build differentiation externally, by bringing products and
services to market together and presenting One Fujitsu to
our customers.
To configure ourselves for efficiency. We will simplify and
transform our regional organizations to meet the needs of
our global clients, and derive lasting benefits from best
practice and standardized offerings across the regions.

With its business approach the company offers a full portfolio

of IT products, solutions and services, ranging from clients to
datacenter solutions, Infrastructure-as-a-Service and Managed
Infrastructure.
TDS is also a Group member since 2007. Headquartered in
Neckarsulm, Germany, it currently employs more than 1,100
staff at some 20 sites in Germany, Austria and Switzerland. As
outlined later, TDS applies its own management system.

The Fujitsu in CEMEA&I is a cornerstone of this international

organization. We have the potential and also the obligation
to implement the model in an exemplary manner.
Our key strategies are:
Become a leading IT infrastructure and service provider by
moving up the value chain.
Provide customers with a complete portfolio of Dynamic
Infrastructures, Application Services, and Business Services
fitting their needs.
Create a common approach to all cloud computing stacks
that will successfully attract customers based on partnerships inside and outside of the Fujitsu organization.

1.5 CORPORATE OBJECTIVES

1.6.2 DELEGATION OF ENTREPRENEURIAL RESPONSIBILITIES

Each year clearly defined operative corporate objectives are

presented by the Chief Executive Officer (CEO) and the Management Council (MC) for the individual divisions and
subsidiaries.

The fulfillment of delegated tasks, which arise from entrepreneurial duties, is organized and documented.

The corporate objectives are drawn up by the Corporate Strategy and Finance & Controlling departments and presented
for approval. They are developed in a budgeting process based
on market data, general trends, and the specific strengths and
improvement potential provided by Fujitsu in CEMEA&I.
Medium-term aspects (3-year plan summary) are also taken
into account.
Furthermore, corporate objectives regarding such important
topics as quality, service management, information security and
environment management are specified as general targets and
programs.
1.6 RESPONSIBILITY AND DELEGATION

A prerequisite for the implementation and fulfillment of our

strategic targets is an organization with an organizational and
operative lucidity and the clear assignment of tasks, competencies, resources, and responsibilities.
1.6.1 MANAGEMENT COUNCIL

The Management Council (MC) under the direction of the

Chief Executive Officer (CEO) sets the business targets and
decides on the strategies for Fujitsu in CEMEA&I.
The Management Council comprises our business functions
(Technology Solutions Portfolio, Service Operations, Supply
Operations, Regional Sales Clusters, Finance and our indirect
channel business) and is assisted by our Business Support
functions. Important managerial elements for the MC are the
strategic and operative planning processes as well as target
agreements with the regional and functional units. Planning
and reporting is based on business according to the countries,
regions, product lines, and market segments.

This delegation comprises the selection of suitable employees, their instruction and monitoring. It begins with the
executive management, which has the overall responsibility, and proceeds across different management levels down
to the employee concerned.
The assignment of duties is combined with the assignment
of competencies. They are all interrelated in a suitable manner. The relevant tasks, responsibilities and competencies
are documented in job profiles and procedures.
1.6.3 QUALITY REPRESENTATIVE

The management council is responsible for setting up,

maintaining and developing the management system regarding quality, environment, information security and IT
service management as described in chapter 3. A dedicated
member of the management council controls the proper
function of these systems besides entrepreuneurial responsibilities on a four eyes principle.
Specialized compliance officers are appointed based on legal
and business need for specific topics such as
Environmental protection
IT security
Product safety
Occupational health and safety

1.7 ORGANIZATIONAL STRUCTURE

The main feature of our business model is its clear alignment

according to the business responsibilities of each operative
function and their interaction: Sales (South-Eastern Europe,
Southern & Western Europe, Germany, Emerging Markets),
Supply Operations, Service Operations, Technology Solutions
Portfolio and Corporate Functions.
( > see figure page 9)
We position this responsibility as closely to the customer as
possible and in the interest of the customer, namely in the
country organizations, which are members of the Sales organization. The Fujitsu in CEMEA&I business model is characterized by the clear focus on business responsibilities of the
operative functions and their cooperation: Sales, Supply
Operations, Service Operations, Technology Solutions
Portfolio, and Support Functions.
Sales is divided into four regional infrastructure sales organizations so as to strengthen our customer proximity, simplify
our processes, make us stronger locally, as well as to suitably
align the infrastructure products, solutions, and infrastructure
services to our Dynamic Infrastructures Portfolio.
Supply Operations is instrumental in ensuring that we can
deliver the products and solutions that our customers need to
be successful in their business. Supply Operations is responsible
for the economical procurement, manufacturing, and logistics
(both inbound and outbound) of the products. Continuously
optimizing its end-to-end processes along the value chain,
Supply Operations achieves best-in-class product, service and
delivery quality.

Service Operations is a business function that acts as the

interface between the Technology Solutions Portfolio (TSP)
and the Sales regions to ensure that we can deliver and implement as promised. Service Operations puts its entire focus on
Service Delivery and offers the appropriate governance,
experience, and central delivery capabilities.
Technology Solutions Portfolio defines, develops, and implements our products and services, infrastructure solutions, and
managed infrastructures, as well as our Infrastructure as a
Service offerings in a joint portfolio of platforms and services.
TSP is responsible for its part in our Dynamic Infrastructures
portfolio throughout the entire lifecycle, and thus needs to
ensure an end-to-end approach to its implementation.
Corporate Functions are Finance, Channel, Region Support,
Legal Services, Human Resources, Information Systems, Communication, Strategy and others.

CUSTOMER

CORPORATE
FUNCTIONS

SOUTH-EASTERN
EUROPE

SOUTHERN &
WESTERN EUROPE

SUPPLY OPERATIONS

GERMANY

EMERGING MARKETS

SERVICE OPERATIONS

TECHNOLOGY SOLUTIONS PORTFOLIO

Organization Chart Fujitsu in CEMEA&I

2. INTEGRATED MANAGEMENT
SYSTEM (IMS)

In general, management systems are tools for the realization

of entrepreneurial targets. They configure the relevant basic
requirements of operational activities and support business
processes. This is enabled by the implementation of operational
and organizational structures and the corresponding rules, as
well as internal reviews, e.g. by means of audits. The introduction of a process-specific system for measuring performance is
essential for enabling the assessment of processes.
2.1 MANAGEMENT SYSTEM PRINCIPLES

In order to facilitate synergies, Fujitsu in CEMEA&I has

consolidated various management systems into one integrated
management system. ( > see figure page 10)
This IMS supports employees and management in the transformation of legal requirements and verbalized guidelines derived
from our vision and the corresponding companys objectives.
Our integrated management system defines:
Where we want to go.
Who is responsible.
How targets are precisely met.
How improvements are systematically transformed.

A management system can only reveal its full effect once all important processes are identified, described, and integrated into
the general management and have really become an integral
part of our daily business.
2.2 OBJECTIVES OF THE INTEGRATED MANAGEMENT SYSTEM

The objectives of the Fujitsu in CEMEA&I integrated management systems are:

Improvement of process performance, including additional
requirements from spheres of activity, especially quality
management, environmental management, IT service management, information security and additional management
systems,
Reduction of risks due to ambiguous organizations, structures, and workflows,
Retention of conformance to laws by compliance with corresponding legal requirements and contractual agreements,
Optimization of interfaces.

IMS
QUALITY
MANAGEMENT

ENVIRONMENTAL
MANAGEMENT

IT SERVICE
MANAGEMENT

INFORMATION
SECURITY
MANAGEMENT

ADDITIONAL
MANAGEMENT
SYSTEMS

FULFILLMENT OF
CUSTOMER
REQUIREMENTS

REDUCTION OF
ENVIRONMENTAL
IMPACT

EFFICIENCY BY IT
SERVICE
MANAGEMENT

EFFECTIVE RISK
REDUCTION, CONSTANT
FULFILLMENTOF
REQUIREMENTS

AS DESCRIBED
IN CHAPTER 2.4

Our Integrated Management System

10

2.3 CERTIFIED SYSTEMS

2.3.1 QUALITY MANAGEMENT (EN ISO 9001:2008)

Our products and services for customers are based on globally

valid guidelines and laws, including the relevant standards.
Relevant corporate and local specifications and regulations can
be accessed by all employees via the Intranet. Specific regulations are accessible only for authorized users and are stored in
restricted areas of our information systems.

General targets have been defined based on our quality policy,

We enhance the reputation of our customers and the reliability of social infrastructure:
Outstanding quality is essential for our customers and for
our success.
We stick to our company values and ethical principles.
Process oriented (model).

Governance and specific control mechanisms are a prerequisite

to managing and operating the IMS for the certified systems.
The Quality Representative of the company assigned by
the CEO is responsible for the overall management of this
system.
As a consequence of the Fujitsu Way, where quality is defined
as an essential value, the absolute minimum requirements
for all our activities must adhere to the following standards:
Quality Management
Environmental Management
IT Service Management
Information Security Management

These general targets are subdivided by the individual organization units. Individual targets and measures are defined
within the process descriptions. The documentation and
interaction is checked in internal audits.
The quality objectives of our portfolio are already defined
during the development phase by our Technology Solutions
Portfolio organization. These targets are forwarded via the
product introduction to Service Operations and to Supply
Operations.

11

2.3.2 ENVIRONMENTAL MANAGEMENT (ISO 14001:2004)

In recent years, Fujitsu has accelerated its green IT initiatives in

various regions outside Japan by combining the strengths of its
worldwide operations and leveraging its technological expertise
and environmental program experience.

For years now, we have been operating an environmental management system in accordance with the international standard
ISO14001 as the basis of all activities. We are strengthening
sustainable management and aim to improve on our environmental performance.

As part of this expansion, Fujitsu has created new global targets

for the Green Policy Innovation program, aiming to reduce
CO2 emissions worldwide. The global expansion of the program
will help customers around the world reduce their environmental footprint while serving as a pillar for the companys
medium-term environmental vision, Green Policy 2020.
( > see figure page 12)

REDUCING CUSTOMERS ENVIRONMENTAL LOAD BY IT

OFFERING TO CUSTOMERS

FUJITSU GREEN IT

REDUCTIONS IN
ENVIRONMENTAL LOAD
BY IT

GREEN POLICY SOLUTIONS

SOFTWARE/SERVICES
(OUTSOURCING, CONSULTING)

REDUCTIONS IN
ENVIRONMENTAL LOAD
OF IT

GREEN POLICY PRODUCTS (IT INFRASTRUCTURES)

PLATFORMS, NETWORKS, SOFTWARE, UBIQUITOUS NETWORK PRODUCTS,
ELECTRIC DEVICES, SEMI-CONDUCTORS

BUSINESS AREA
R&D, DESIGN, MANUFACTURING, PROCUREMENT,
LOGISTICS AND RECYCLING

Green Policy

12

ENVIRONMENTAL
KNOW-HOW FROM
IN-HOUSE EXPERTISE

2.3.3 IT SERVICE MANAGEMENT (ISO/IEC 20000-1:2005)

The ISO/IEC 20000 standard promotes the adoption of an integrated process approach to effectively deliver managed services
so as to meet business and customer requirements.
( > see figure page 13)
A coordinated integration and implementation of the service
management processes allows for ongoing control, greater
efficiency and opportunities for continual improvement. The
ISO/IEC 20000 defines the requirements for delivering managed services at an acceptable quality for our customers.
Standardized IT Service Management processes conforming
to ISO 20000 have been defined and introduced throughout
the entire Fujitsu CEMEA & I Region based on our corporate
strategy. The transformation of the standards requirements
is detailed in a management system for service.

ISMS implementation will be scaled in accordance with the

needs of the organization, e.g. a simple situation requires a
simple ISMS solution.
Fujitsu in CEMEA&I has established an Information
Security Policy and an Information Security Management
System (ISMS) based on the following principles:
Information is only available to authorized users.
Data is protected against loss or manipulation.
Information can be clearly assigned to a responsible
person.
Anti-virus measures are implemented everywhere at all
levels.
Central contact persons for such topics are named by
each department.
Constant control processes are established, supported by
internal audits.
2.3.5 SCOPE OF STANDARDS

2.3.4 INFORMATION SECURITY MANAGEMENT (ISO/IEC 27001:2005)

The adoption of an ISMS should be a strategic decision for an

organization. The design and implementation of an organizations ISMS is influenced by its needs and objectives, security
requirements, the processes employed, plus the size and structure of the organization. It is anticipated that these and their
supporting systems will change over time. It is expected that an

The ISO 9001 and ISO 14001 standards apply for all employees of Fujitsu in CEMEA&I.
ISO 20000 and ISO 27001 basically apply to the employees
involved in the provision of managed services to customers.
TDS applies its own Management System.

SERVICE DELIVERY PROCESSES

 apacity Management
C
S ervice Continuity
Management
Availability Management

S ervice Level Management

S evices Reporting

 Information Security
Management
B udgeting and Accounting
for IT sevices

CONTROL PROCESSES
Configuration Management
Change Management

RELEASE PROCESS
R elease Management

RESOLUTION PROCESSES
Incident Management
P roblem Management

RELATIONSHIP PROCESSES
B usiness Relationship
Management
S upplier Management

Overview of IT Service Management Process

13

2.4 ADDITIONAL MANAGEMENT CONCEPTS, LAWS AND

REGULATIONS

While the term integrated management system is often used

to describe a system to meet the requirements of more than
one external standard, we consider it as a system of integrated
management, which requires the understanding, integration, and application of additional concepts, frameworks, and
requirements.
2.4.1 COMPLIANCE AND ETHICS

Integrity is a key factor of sustainable business success and

the backbone of good corporate governance. Additionally, compliance has become an even more important aspect of doing
business. Customers, business partners, our shareholders, and
the public alike scrutinize how businesses approach compliance.
For this very reason, we established an Ethics Policy when
Fujitsu in CEMEA&I was formed and we decided to further
develop it into a more comprehensive Corporate Compliance
Program. Every one of us must be aware of, understand, and be
committed to conducting Fujitsus business in a manner that is
consistent with the highest ethical and legal standards.

14

2.4.2 BUSINESS CONTINUITY MANAGEMENT

The aim of Business Continuity Management is to ensure the

capability of the company to act in the event of a contingency.
This is done by continuously reducing the risks involved in
business processes. Business continuity is supported by a
process for the planning and implementation of risk-minimizing measures.
All the identified process risks are included in the risk inventory and weighted with a risk potential index. This index is made
up of the economic/financial impact, possible damage to the
companys image, probability of occurrence and the probability
of non-identification. Possible corrective measures, including the costs, are planned and the residual risk after possible
implementation calculated. The decision-maker derives a cost/
benefit analysis from this information and commissions the
implementation of the necessary measures.
Thus, when delivering services and products for its customers,
Fujitsu in CEMEA&I ensures that in the event of operational
failure contingency concepts/planning are available for central
and regional processes and operations, which either rule out
any possible damage to the customers business, or keep it to a
minimum. The aim is not to let the customers business suffer
under the circumstances.

2.4.3 RISK MANAGEMENT

Fujitsu in CEMEA&I is subject to a wide variety of risks in

each of its areas of activity, including development and production, as well as sales of IT hardware, software, solutions, and
services.
In view of this strongly diversified risk portfolio, the Executive
Management of Fujitsu in CEMEA&I regards an efficient and
anticipatory uniform risk management approach and program
as a core element of good corporate governance and a key
element for the success of Fujitsus entrepreneurial activities.

tion of corrective actions. The main goal is to restore customer

satisfaction. Its purpose is also towards preventing escalations
and crisis situations as well as improving and optimizing processes, services, and products (lessons learned). The target is to
increase operational efficiency in customer projects.
Escalation and crisis management acts across functions for
Technology Solutions Portfolio, Supply Operation, Service
Operations and for regions throughout the world.
2.4.5 OCCUPATIONAL HEALTH AND SAFETY (OHS)

In addition, the companys commercial success depends to a

considerable degree on the effective management of opportunities and risks in complex projects. Therefore, Fujitsu in
CEMEA&I has developed a common, systematic and comprehensive project risk management system that tracks and
supports every single project.
2.4.4 ESCALATION AND CRISIS MANAGEMENT

A crisis is the highest level of escalation, and can only be

declared within Fujitsu in CEMEA&I by the Sales organization. Escalation and crisis management provides specialized
and qualified management in critical project and customer
situations. It coordinates solution finding and the implementa-

Occupational health and safety is not just a management task,

but also a constant obligation for all employees, as part of their
own responsibility in implementing effective work protection
measures. It is based on legal requirements applicable to the
organization and management and creates a people-centric
working environment. The aims of health and safety at work
are achieved through:
Preventive work and safety measures to protect employees
and customers.
Assessment and reduction of risks through corrective measures.
Active integration and cooperation of employees.

15

2.4.6 PRODUCT SAFETY AND LIABILITY

All products placed on the market must comply with relevant

safety directives to avoid any personal or property damage.
Any reasonably foreseeable risks that a product might pose
to a customer during its intended use must be prevented.
Internal company guidelines define how legal and standard
company regulations for product safety and liability are to
be met. Our authorized test laboratories guarantee that our
products conform to the requirements of the relevant safety
standards.
State-of-the-art technology protects against possible product
risks, such as fire, hazardous voltages, mechanical and chemical hazards, radiation, and more. A comprehensive process has
been introduced to cover product liability and possible damages in the field.
2.4.7 CORPORATE FINANCE

Fujitsu in CEMEA & I follows established legal principles of

financial reporting. which are based on the International
Financial Report Standards (IFRS). As a full member of the
Fujitsu family, Fujitsu in CEMEA & I is additionally required
to comply with J-SOX, which is the informal name for the
legislative framework of internal controls governing financial
reporting. It falls within the scope of the Japanese Financial
Instruments and Stock Exchange Law. J-SOX is the Japanese
equivalent of the better-known Sarbanes-Oxley (SOX) Act of
2002 passed by the US government, which reformed public
company accounting and protects investors.

16

Corporate Finance is directly linked to the Chief Financial Officer and consists of the controlling responsibilities for the Sales
and Service organizations, as well as all headquarter functions.
All relevant financial principles and processes are described in
dedicated documents. The main components of the system are
the budget, forecast, and the reporting process.
The aim of the annual budget process is to set targets and
measurements for each business entity that are in line with
the company goals by reflecting the strategic direction while
considering the current product portfolio as well as engaged
resources. Once the budget is approved, it will be compared to
almost every key figure during the fiscal year in order to identify gaps and objections at the earliest possible opportunity,
and so take actions for further improvement.
The forecast process provides an outlook for the near future to
be proactive in taking countermeasures in order to avoid negative budget deviations before they become reality.
Reporting processes are based on dedicated analysis and query
tools retrieving their data from several data warehouses and
databases.

3. PROCESS FRAMEWORK AND

DOCUMENTATION

3.1 PROCESS ORIENTATION

The assembly of our holistic management systems is based on

our business processes, which must fulfill standard requirements with regard to Quality, Environment, IT Service and
Information Security Management. The key component in the
assembly of our management system is the process orientation.
( > see figure page 17)

IMS
QUALITY
MANAGEMENT

ENVIRONMENTAL
MANAGEMENT

IT SERVICE
MANAGEMENT

INFORMATION
SECURITY
MANAGEMENT

ADDITIONAL
MANAGEMENT
SYSTEMS

BUSINESS
PROCESSES

CUSTOMER

CUSTOMER

MANAGEMENT
PROCESSES

SUPPORT
PROCESSES

Processes in an Integrated Management System

17

3.2 PROCESS ARCHITECTURE

3.3 PROCESS MANAGEMENT

The core component of the Fujitsu in CEMEA&I process management framework is the process architecture/process house.
( > see figure page 19)

The Fujitsu in CEMEA&I business processes are defined,

described and managed in a standardized manner as defined in
the process management policy.
Important elements are:
Distinct ownership for each process,
Transparency through formalized process descriptions,
Clear targets and measurement,
Integration in regular business reviews.

The process architecture is the mandatory generic base for our

company-wide process management, it:
Describes the management, business and support processes
as to be processes by using the defined level structure,
Covers all business types (products, systems, projects, solutions, and services),
Enables the configuration of end-to-end business processes
by the selection of appropriate processes and their phaseoriented linkage,
Is the baseline for user-specific views.
Fujitsu in CEMEA&I has a customer-oriented process architecture. The three end-to-end running core processes each have a
direct interface to the customer. Our activities start with customer requirements and finish with the delivery of our product
or service to the customer.
These three core processes are: Portfolio Lifecycle Management, Customer Relationship Management and Supply
Chain Management. The Management and Support Processes are used to support the core processes on a long-term basis.

18

Those responsible for ensuring that our processes are fit for
the intended purpose are the process owners and process
managers. The process owners responsibilities include sponsorship, design, and change management, as well as the continued
improvement of the process and its metrics. He or she represents the interface with business users and functions to review,
define and authorize current and future process models.

FUJITSU IN CEMEA&I
MANAGEMENT PROCESSES
STRATEGY

FINANCIALS & ASSETS

INFORMATION SYSTEMS

QUALITY MANAGEMENT

COMMERCIALIZE

SUPPORT

TRANSITION & INTEGRATE

OPERATE & TECHNICAL

SUPPORT

BUSINESS (CORE) PROCESSES

PORTFOLIO LIFECYCLE MANAGEMENT
DEFINE

DEVELOP

INNOVATE & ACQUIRE

BID & CONTRACT

SUPPLY CHAIN MANAGEMENT

PLAN

SOURCE

MAKE

CUSTOMER

CUSTOMER

CUSTOMER RELATIONSHIP MANAGEMENT

DELIVER & RETURN

SUPPORT PROCESSES
RISK MANAGEMENT

LEGAL SERVICES

PEOPLE MANAGEMENT

COMMUNICATION

SUPPLIER PARTNER

Process Architecture

19

3.4 DOCUMENTATION OF THE INTEGRATED MANAGEMENT SYSTEM

The management system manual provides a framework for

policies, processes and functions that ensures Fujitsu in
CEMEA&I can achieve its objectives.
( > see figure page 20)
Specific documents are part of the framework, e.g. method
handbooks, process manuals, and procedures. The country
profiles are the national links between the management system
manual and country-specific documentation.
Formally documented management expectations and intentions are documented in policies. Policies are used to direct decisions, and to ensure consistent and appropriate development
and implementation of processes, standards, roles, activities, IT
infrastructure etc.

Procedures are defined as part of processes. Procedures contain

steps that specify how to achieve an activity.
Work instructions contain much more detail than procedures
and are only created if very detailed instructions are needed.
3.5 DOCUMENT MANAGEMENT

All important documents must be managed. Document

management is described in relevant guidelines.
In general, documents must be:
Approved regarding suitability before they are published,
Updated as necessary and approved again,
Available at the respective locations,
Easy to read and find,
Labeled with version and/or date, author, page,
number of pages
Archived in a suitable manner.

MANAGEMENT SYSTEM MANUAL

AND ANNEX
FRAME

CORPORATE POLICIES AND

PROCESSES
CORPORATE GUIDELINES

SERVICE CATALOG, PRODUCT

CATALOG, AUDIT GUIDELINE, ETC.

LOCAL GUIDELINES AND

PROCEDURES

COUNTRY PROFILES, DEPARTMENT

MANUALS, ORGANIZATION CHARTS
SERVICE PROCEDURES, ETC.

OPERATIONAL DOCUMENTS,
WORK INSTRUCTIONS,
TEMPLATES AND RECORDS

Documentation Framework

20

IT SERVICE MANAGEMENT POLICY,

PROCESS ARCHITECTURE, ETHICS POLICY,
SECURITY POLICY, ETC.

OPERATIONAL MANUALS, TOOL CONCEPTS,

SERVICE REPORTS AND RECORDS, ETC.

4. MEASUREMENT, IMPROVEMENT,
AND INNOVATION

4.1 CUSTOMER SATISFACTION

Based on the statement We seek to be their valued and trusted

partner in the Corporate Values of the Fujitsu Way, all our
ideas and actions originate from a customer-centric approach
to business. We aim to contribute to the success of our customers through a close relationship built on customer satisfaction
and trust.
Customer satisfaction is monitored via customer surveys
performed in our sales regions. In addition, we obtain feedback from our customers by way of the systematic evaluation
of direct and indirect customer contacts. This mainly includes
feedback from our sales and service partners, evaluation of
pilot experience, and manager visits to top customers.
The findings gathered from this information are used to draft
and introduce improvements regarding processes, services,
and products.
4.2 MEASUREMENT

Quality is one of the most important factors in business success.

Our measurement system integrates all important quality and
process information based on predefined key performance indicators (KPI) measured throughout our processes.
The objectives of our measurement system are:
Link targets with current KPIs,
Transparent descriptions of process, product, and service
quality,
Communication and motivation.

Our measurement system covers all the traditional financial

indicators while also containing the indicators for operative
processes, which in turn create the prerequisites for future
business results.
While financial KPIs generally show the results of decisions that
were taken in the past, we understand our operative KPIs to be
management criteria that will help us to reach our (strategic)
targets. The Management Scorecard is based on a range of KPIs
from the lower-level processes.
According to the motto what gets measured, gets done we
link our KPI system to amendment measures and assign each
improvement measure to a responsible person.
4.3 CONTINUAL IMPROVEMENT

Regulations for the implementation of continual improvement

procedures are defined in an appropriate process description
and follow the rules and regulations based on the PDCA cycle
(Plan Do Check Act).
The process owners are responsible for the continual improvement of their respective process, product, and service. Process management supports a structured approach to identify
improvement potential and take appropriate measures. All
agreed actions become part of an Action Item List (AIL), which
is introduced in order to continually improve the processes, as
well as to document, monitor and check the effectiveness of
the improvement measures.

21

4.4 INNOVATION

Innovation is a key driver of success. Innovation secures our

future, creates added value for our customers, and delivers
competitive advantage. All of this can be realized by way of the
technology we provide, the products and processes we develop
and the services we deliver.

Besides external audits performed by authorized certification

bodies, several customers require their own audit to ensure that
their specific requirements are met by our services and products. Even additional requirements from a market outside our
core business can help us improve on our services and products
and build greater customer intimacy.

For the sustainability and competitiveness of our company, innovation must be a long-term commitment. This means that we
all need to foster a corporate culture of innovation.

As our customers rely on Fujitsu in CEMEA&I, we are also

obliged to maintain our high quality standards for those components and modules purchased from third party suppliers.
Therefore, supplier audits and assessments are carried out at
Inspiring innovation in your own organization/area using the predefined intervals to ensure the greatest possible customer
innovation intents as a guideline is a challenge ultimately help- satisfaction. Necessary social and environmental elements are
ing our company to compete in the tough IT market.
also audited.
Our innovation scope will mostly consist of innovation
N
 ew to the world,
N
 ew to the company,
N
 ew to the customer.
This helps us to thrive in the present while shaping the future.
4.5 AUDITS, ASSESSMENTS, AND MANAGEMENT SYSTEM REVIEW

Audits and assessments internal as well as external are used

to check that the processes and results within our integrated
management system meet the predefined requirements with the
necessary efficiency. As additional benefit they are an instrument for monitoring and sharing good and best practice. They
are scheduled in audit plans, which ensure that all elements of
the integrated management system are regularly monitored.
The planning and performance of audits is described in internal
guidelines applicable for the entire company.

22

At regular intervals, executive management checks and assesses the efficacy and suitability of the integrated management
system. All relevant items, such as audit reports, feedback from
customers, quality statistics etc., are examined. Based on these
results, decisions and actions are taken to improve services,
products, and processes.

5. MANAGEMENT OF RESOURCES

5.1 PROVISION OF RESOURCES

Executive management constantly determines the resources

needed to implement and maintain the integrated management system and to constantly improve its effectiveness, as well
as customer satisfaction especially when customer demands
rise.
5.2 HUMAN RESOURCES

To deliver excellent services and products, Fujitsu in

CEMEA&I ensures the continuous development of all its
employees. Frameworks and specially assigned resources
are provided to maximize the skills, management capability,
and performance of all employees. Fujitsu in CEMEA&I also
encourages and financially assists appropriate professional development and further education, so as to motivate employees,
improve performance, raise professional standards and deliver
high quality to our customers.
5.2.1 ASSIGNMENT

Job descriptions, job advertisements, role descriptions and

project vacancies include requirements for skills and education. Supported by a development and training process, these
requirements are checked against the skills to assign employees
to adopt a certain role.

and are a prerequisite for the company to adopt a leading position in the market. This means that employee skills must be
continuously improved with regard to specialist knowledge
and experience.
It is the task of both employees and managers to improve skills
via target-oriented training so that specific results are achieved.
Annual reviews and feedback meetings are used to discuss the
success of such agreed and implemented training measures and
to compare the achievements with the agreed targets.
5.2.3 COMPENSATION AND BENEFITS

Employees are paid according to their personal performance

and/or scope of their responsibility, according to the success of
Fujitsu in CEMEA&I or a department in meeting its specific
business targets, or according to their own personal incentive
targets.
There are regulations to establish an international standardized design for variable income components. Policies define
the structure of the variable income based on the organization
affiliation, role and level in order to efficiently align employees
according to the strategic targets set at Fujitsu in CEMEA&I.
5.3 INFRASTRUCTURE

5.2.2 EMPLOYEE DEVELOPMENT AND TRAINING

The task of employee development and learning is the design,

realization, implementation, and application within the four
areas:
Attract Position the company as an attractive employer on
the job market. Ensure a positive internal and external
company image.
Develop Promote and challenge skills, knowledge, expertise and abilities of employees.
Retain Create a working environment that motivates and
commits employees.
Evaluate Provide effective and high quality People Management processes and services to evaluate the nominal/
existing conditions.
Qualified employees offer a decisive competitive advantage

Executive management also ensures that the necessary infrastructure is not only defined but also provided and maintained.
The main infrastructure elements are the office, production,
and datacenter areas with the corresponding technical equipment, as well as the central networks. Furthermore, the dimensions of the IT systems used to manage important processes
and the internal flow of information must be correct. The same
applies for the employee workplace. Regular operative planning
explicitly determines not only personal resources but also such
infrastructure resources. The responsible managers regularly
monitor the infrastructure resources.

23

Published by

Fujitsu Technology Solutions

Mies-van-der-Rohe-Strasse 8, 80807 Munich, Germany
Copyright: Fujitsu Technology Solutions 2010
Printed in Germany
Order No.: 10562-3-1106-en
October 2010 / Version 12
Published by: Fujitsu Technology Solutions, SO QM CQ
Contact: [Link]/contact
All rights reserved, including rights created by patent grant
or registration of a utility model. All designations used in this
document may be trademarks, the use of which by third parties
for their own purposes could violate the rights of their owners.
We reserve the right to change delivery options or make
technical modifications.

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