In April 2014, the Service Support Group was established within the Service Planning Division with the aim of strengthening the cross-cutting functions of the Service Division, and it was responsible for planning and operational support for the service department as a whole. In April 2015, the Service Support Center was established, and the Engineering Group, which handles the procurement of common materials and calibration of measuring instruments, was transferred from the Procurement and Logistics Center.
In April 2017, in order to reduce the workload of service engineers, a new service operations group was established at branch offices, consisting of assistants and engineering staff, and some of the engineers' indirect work was transferred to the service operations group. In October 2018, the service operations group promotion project was launched, and it was decided to control the entire country by coordinating the service operations groups nationwide.
The project was then reorganized into the Service Operations Center and the Service Operations Group of the CS Strategy Planning Office, and in April 2021 it became a department-level organization as the Back Office Center, and it proceeded to eliminate differences between bases by standardizing back office operations.
As part of the organizational reform in April 2024, the Naka, Oyama, Kansai, and Kasado Logistics Groups were separated from the Procurement and Logistics Center and integrated into the Service Support Center, and the Back Office Support Group and each Logistics Group began working together.

The sense of being busy among service engineers has not changed in over 10 years, and it remains an ongoing issue. A survey of engineers conducted after the establishment of the Service Operations Group in 2017 showed that work had been transferred, but a survey of engineers in 2022 showed that while 62% of engineers felt that their workload had been reduced, they also wanted more work to be transferred to them.
To ensure that engineers have more time to spend with customers, we are promoting the transfer and streamlining of indirect operations, and we are providing support from the head office for tasks such as creating estimates and checking test results. We are also working to reduce the workload by visualizing the support rate for indirect operations for engineers, such as by creating graphs showing the support rate by department and branch. We are also ensuring quality in on-site work by revising rules and reviewing operations to ensure that the calibration period for measuring instruments used in services does not expire.

We have been implementing measures to reduce the workload of engineers in back-office operations for about 12 years, and we will continue with these efforts in the future. To this end, we are working to standardize and centralize support, aiming to raise the level of support and improve efficiency in back-office operations at our bases.
While there are also characteristics of each department, we will promote the appropriate allocation of personnel and the strengthening of engineer support through the construction of systems that take into account remote support across branches. We will also work to optimize costs and efficiency by achieving zero calibration expiration dates for measuring instruments, as well as by optimizing the quantity and management methods.
With regard to logistics operations, we will establish a system for supplying parts that customers can use when they want to use them. We will consider ways to make warehouse operations more efficient by analyzing and compiling data on packing and shipping costs, and aim to achieve detailed operations such as consolidating warehouses and optimizing the amount of inventory in each warehouse.
We will work to improve service productivity by integrating back office and logistics operations to create a seamless support system for information and goods.

Introducing RFID* for asset management
Contributes to reducing the time taken to read books when they are being returned.
＊RFID（Radio Frequency Identification：A system that reads and writes data on dedicated tags without contact)

September 2024: New contract for Narita warehouse
Used as a warehouse for parts for overseas customers