London, UK, 9 April 2020
As the latest news and advice around coronavirus continues to evolve daily, we're working hard to offer you the best service we can, whilst also looking after our people, especially as stricter measures are now in place.
We understand that you may have new concerns about how this impacts our services and we want to answer those concerns.
What are we doing?
Alongside a robust business continuity plan that we immediately actioned, we have a task force that meets daily to specifically monitor and manage the business implications of Coronavirus and its ever-changing situation.
We remain focused on two priorities:
1. To continue to safeguard the health and safety of our employees, customers and their families; and
2. To continue to provide our product and services to our customers.
Safeguarding the health and safety of our employees, customers and their families
All employees that can work from home will do so until further notice. Those employees that must work outside of the home- such as our workshop and warehouse employees and field service engineers, continue to undertake their duties but with careful consideration and prioritisation of critical customers supporting essential services.
Wherever possible, we are working with customers to fix any challenges remotely. We have seen an increase in closed businesses as well as new challenges for our delivery partners. We are working all the time on mitigations, but this may result in some delays for our customers.
All employees working at our sites are observing the safety guidelines provided by the WHO and the UK Government. Consideration has been given to their safety and that of our customers, with new measures in place to ensure a 2-metre distance at all times.
When a problem cannot be fixed remotely, we have instructed all employees who attend customer sites to follow the customer's site instructions and phone ahead to ensure methods are in place that adhere to necessary distancing guidelines.
Our commitment to delivering the best possible service to our customer’s remains, but all customer engagements and partner meetings are now virtual.
All employees have been advised that if they experience any symptoms of COVID-19, they must notify our HR Operations team, who are recording this in a central tracker which is reviewed daily.
Currently, in the UK, we have a small number of colleagues who have tested positive for the virus or are displaying potential symptoms and are now in isolation. We review this daily and are not seeing a concerning increase- numbers have stayed relatively static. We have also confirmed employees at risk as per Government guidelines, and they too are in isolation. Exact numbers are available if required but may change daily.
As with all businesses, our business survival is critical during this unprecedented time, we have taken the decision this week to furlough some of our employees. This has been carefully assessed to minimise business disruption and is a direct response to the changes in demand we are experiencing. It may mean, however, that you are dealing with a different contact point in the short-term.
Continuity of our product and services:
Our factories have been working closely with each supplier for the procurement of parts necessary for production.
The Groups' sales companies continue to be well-stocked, including on-hand inventory and on-board inventory shipped from China and are ready to meet the demand and orders from dealers and customers. Manufacturing is ongoing, and plants are not closed at this time.
Toner and other consumables are widely available from production in Japan and other countries outside China. However, we are experiencing some challenges with delivery within Europe. We are working internally to ensure that, where goods such as toner are more limited, provisions are reserved for key-essential organisations such as NHS and other vital public services. We will work directly with customers if they are impacted to communicate delays but would expect there to be some provision and delivery challenges for orders not identified as critical.
We are continuing to increase the capabilities of our remote service toolset to support our customer's business continuity. Our first response is to resolve customer issues via phone, and are working hard to extend the services and support we can deliver for our customers during this difficult time.
We are confident that our policies and procedures are in full compliance with the Government's risk assessments and guidance. We will continue to keep you updated as the situation develops over the coming weeks.
For any further information, please contact your relevant Konica Minolta contact, or refer to Konica Minolta Business Solutions (UK) Limited’s website.