Ricoh 2014 Annual Report Download - page 56

Ricoh Group Sustainability Report 201455
Quality management system
Ricoh Group sales companies around the world
improve quality based on our quality management
system and the ISO 9001 standard. Most of our
production sites and sales companies have earned
ISO 9001 certication in our drive to enhance the
quality of everything we do, from manufacturing
through sales to customer service.
Our service personnel in Japan take part in skills
competitions and certication exams, while overseas
we have instituted a variety of similar programs to
raise service standards.
Turning customer feedback into products and services
InourcontinualpursuitofRICOHQuality,wereectfeedbackfromcustomersandrapidlyrespondto
their changing needs. This allows us to provide customers around the world with value that is unique
to Ricoh. We also look ahead to anticipate what new values customers will require in the future, and
engage in customer-centric improvement initiatives.
CRM databases enable us to propose solutions
suited to the customer’s business
In the approximately 200 countries and regions
where we operate, Ricoh Group sales and support
companies establish close ties to the local market
while maintaining a consistent global strategy.
Sales companies in each country within our four
majorbusinessregions—Japan,theAmericas,Europe
and Asia, Oceania and China—have direct contact
with customers, operate and oversee customer
relationship management (CRM) databases and track
customer data such as equipment information and
maintenance histories.
Customers look to us for solutions tailored to
their specic needs or industry sector, using their
CRM databases to seek a higher level of customer
support. Apart from national CRM databases, the
Ricoh Group has centrally and globally managed
information on customers around the world that
covers not only sales and equipment information but
also histories of special orders and customizations.
Customer satisfaction surveys
The Ricoh Group periodically conducts customer
satisfaction surveys worldwide to gauge how
successfulweareatachievingRICOHQuality.We
also distribute unique new product, sales and service
satisfaction surveys for assessing each aspect of
monozukuri (craftsmanship), sales and services.
Feedback is applied to service improvement
programs.
Making full use of customer comments
We listen closely to customer comments and have
programs in place to apply this vital input to the
development of our products and services.
Our marketing staff tracks customer needs
andfeeds this information back to development
personnel, who use it for R&D and product improve-
ments. Sales and product development staff also
share data and observations whenever we launch
anew product or develop a new market.
Serious quality issues are dealt with according
toRicoh’sMajorQualityProblemResponseRules,
which dictate listening to the immediate involvement
of our risk management staff.
Listening to customer voices
Call Centers
Call Centers in more than 60 locations worldwide
respond attentively and in a manner appropriate to
regional conditions, channeling customer input to
those working to improve products, sales and service.
Customer Centers
Sales companies in each country give us direct
contact with customers, but the Ricoh Group also
has independent Customer Centers that customers
can contact directly. Customer requests, complaints
and claims are fed back to relevant departments
within our organization.
Technology Centers and
Printing Innovation Centers
The Ricoh Group has Technology Centers in seven
countries and Printing Innovation Centers in 10
countries around the world. These on-the-ground
facilities are extremely useful in picking up
customer needs that can lead to the creation of
new technology.