Ricoh 2014 Annual Report Download - page 25

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Overview Action Data & Prole
Creating New
Customer Value
ISO 26000: • The environment • Consumer issues • Community development
Ricoh Group Sustainability Report 2014 24
Ricoh Asia Pacic Pte Ltd.
(Asia Pacic & China headquarters)
Ricoh Europe PLC
(European headquarters)
Ricoh Americas Corporation
(Americas headquarters)
Americas
Asia
Pacific &
China
Europe Japan
Ricoh Company, Ltd.
(Global corporate headquarters)
Ricoh Japan Corporation
(Japanese headquarters)
Sales and support
Research and
development
Production
The key to further growth lies not only in excellent
products and services at competitive prices as well as
a strong support network, but also in solutions that
we, as a partner in dealing with issues of concern,
ne-tunetocustomercircumstances.Byfulllingour
social responsibility as a corporate citizen and striving
to improve corporate value, we will meet customer
An indispensable brand for society now and tomorrow
P.50
P.49
P.55, 61
Harnessing accumulated technologies
Ricoh has harnessed the core technologies incorpo-
rated in the cameras, diazo copiers, photo-sensitive
paper, plain paper copiers, facsimiles, MFPs and
otherproducts and solutions sold to customers. Our
emphasis is on technologies related to optics, chemi-
cal materials, electrophotography, mechatronics,
telecommunications, semiconductors, inkjet printing,
image processing, software and IT.
The results we have achieved through these R&D
pursuits have yielded 48,446 patents worldwide, as
of March 31, 2014.
Systems for seeking and incorporating
customer feedback
To see things from a customer perspective and
respond swiftly to changing customer needs, we
utilize our customer relations management (CRM)
database and customer satisfaction surveys. We also
maintain call centers, customer helpdesks, technology
centers and other points of contact all over the world,
through which we garner insights about customer
needs and wants. We implement ne-tuned
responses matched to actual conditions in each
country and utilize customer feedback on products,
sales, services and R&D to enhance our lineups. In
addition, we have a process in place to facilitate timely
delivery of products and services customized to user
needs, such as the conguration of settings into
equipment prior to delivery so that it is customer-
ready upon arrival.
Global R&D, sales and service networks
To ensure that we are able to provide leading-edge
technologies to customers around the world, we have
laid out a global R&D structure and pursue activities
that draw on and interconnect local aspects. Our sales
and service activities center on four regional head-
quarters—Japan,theAmericas,Europe,andAsia
Pacic and China—and extend across approx. 200
countries. We strive to meet local needs while ensur-
ing consistency in our global strategies. We are
constantly reinforcing these structures through various
approaches, including M&As, to expand the solutions
business.
demands and maintain their trust. Tomorrow, as
today, we aim to be relevant—our products, services
and solutions needed by customers and society at
large—and toward this end we will upgrade our
business model and tackle reforms to grow along
with our customers.