Ricoh 2008 Annual Report Download - page 12

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ANNUAL REPORT 200811
The Ricoh Group will offer innovative products and services with “Ricoh Value.”
The time is ripe to reap the benefits of our structural reform and large investments and translate those
benefits into increased profit. With this tailwind, the Ricoh Group has embarked on a new journey
aiming to maximize its enterprise value. We are determined to become and remain a strong global brand
in the 21st century.
During the 16th MTP, the Ricoh Group’s true
value will be tested.
As information technology (IT) advances, customers are com-
ing to have totally different standards for office equipment and
information devices. Hardware quality used to be overridingly
important to most customers. However, the satisfaction and
delight experienced by today’s customers often comes from solu-
tions generated by and service associated with the hardware they
purchased. Customers’ buying behavior is also changing. Rather
than taking a piecemeal approach, e.g. on a divisional or product
basis that many customers did before, customers tend to manage
their procurement plans on a company-wide basis, selecting and
buying optimal products that fit their purpose and usage, such
as networking, security enhancement, workflow management,
and environmental management. Moreover, traditional product
categories like those for multifunctional printers (MFP) and laser
printers are coming together as markets undergo a new “fusion.”
To meet evolving customer needs in a changing business environ-
ment, we must propose solutions that can reach out to our cus-
Shiro Kondo President and Chief Executive Of cer
16th Mid-Term Management Plan
Moving beyond customer
satisfaction to customer delight:
We change our business
processes drastically to
establish Ricoh
Quality.
Q1 Tell us about the basic ideas behind
the 16th Mid-Term Management Plan
(MTP).