Company: Eastman Kodak Company, Rochester, New York
Entry Submitted By: Eric Mower and Associates
Company Description: As the world's foremost imaging innovator, Kodak helps consumers, businesses, and creative professionals unleash the power of pictures and printing to enrich their lives.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Executive of the Year

Nomination Title: Karen Sherrill - Worldwide Service Director, Document Imaging

Tell the story about what this nominee achieved (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Karen Sherrill leads Kodak’s Service and Support department, a multi-vendor,
integrated global service provider made up of more than 3,000 professionals
reaching more than 120 countries. Over the last year, Sherrill has been an
integral part of a restructuring initiative that better positions Kodak to
provide full solutions to its customers. In 2008, Sherrill worked closely with
Kodak’s sales teams to integrate Service and Support into the company’s sales
process, offering service as an added value to resellers and incorporating
KODAK Service and Support into the total solution to end user customers.
Sherrill’s vision to align sales with service has allowed Kodak to create
unique partnerships with value added resellers and third party service
providers to offer packaged service contracts, develop volume- and hours-based
pricing models, and expand its service offerings. This new infrastructure
emphasizes service and support as a crucial component to an overall information
management solution; creating new revenue streams for reseller partners and
helping customers increase productivity and ROI.

This forward-thinking approach to customer service earned Sherrill’s team the
top award for Most Innovative Approach to Service Delivery at the WBR Field
Service Conference in 2008. The company was selected for offering the highest
first time fix rate, fastest response rate and most cost effective delivery
strategy. The award evaluation team also noted that KODAK Service and Support
successfully created a single, cohesive service unit from worldwide
organizations that serve distinct, yet interrelated product segments. In
addition, Kodak’s multi-vendor services, global parts infrastructure, technical
expertise and global reach were cited by evaluators as key features that led to
the selection of KODAK Service and Support for this award.

Perhaps the most telling indicator of Sherrill’s leadership success is
consistently high ratings from KODAK Service and Support customers. Each year,
Kodak randomly selects several customers to participate in a survey to gauge
their level of satisfaction with KODAK Service and Support. In 2008, customers
gave KODAK Service and Support a 98% overall satisfaction rating. Under
Sherrill’s leadership, KODAK Service and Support has earned a 98% rating three
times over the last four years.

In 2009, Sherrill led the creation of several new KODAK Service and Support
initiatives designed to further increase the level of service to customers.
Under Sherrill’s leadership, Kodak launched a new Service and Support web
portal to help customers easily submit, check and manage service orders through
a centralized location. Kodak’s eService Portal provides its reseller partners
with the immediate ability to view their customers’ equipment base, make
changes to that base, place service calls and monitor call status. Sherrill
also led the development of KODAK Care Kits for CANON, FUJITSU and PANASONIC
scanners and made them available to resellers, allowing them to provide their
customers with a more comprehensive service package to lower IT costs, increase
reliability and provide peace of mind. Over the last year, Sherrill has helped
KODAK Service and Support exceed financial expectations, and drive parts
inventory to the lowest level ever while maintaining revenues and customer
satisfaction levels.

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://graphics.kodak.com/docimaging/US/en/Business_Services/index.htm
http://graphics.kodak.com/docimaging/US/en/About_Us/News/2009/090424a.htm
http://graphics.kodak.com/docimaging/US/en/About_Us/News/2009/090413a.htm
http://graphics.kodak.com/docimaging/US/en/About_Us/News/2009/090401b.htm
http://graphics.kodak.com/docimaging/US/en/About_Us/News/2009/090327a.htm
http://graphics.kodak.com/docimaging/US/en/About_Us/News/2008/081106a.htm
http://graphics.kodak.com/docimaging/US/en/About_Us/News/2008/080515b.htm
http://www.printsolutionsmag.com/issues/january09/3.cfm

Provide a brief (up to 100 words) biography about this nominee:

Karen Sherrill is WW Service Director for Document Imaging at Eastman Kodak
Company. Karen has held a number of positions within both service and
manufacturing in her 20 years at Kodak. She has experience in many aspects of
service from field delivery to inventory management to new product
commercialization. She has had management positions both in the U.S. and Latin
America. She holds a Bachelor of Science degree in Information Technology from
the Rochester Institute of Technology.  Her areas of expertise include value of
service, service metrics, service operational activities, service parts
management, service P&L, storage service, and multi-vendor service.