Ricoh 2009 Annual Report Download - page 13

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To Our Shareholders
and Customers
Fiscal 2009
Highlights
Progress of the
16th MTP
Creating New
Customer Value
RICOH
Milestones
Sustainable Environ-
mental Management
Corporate Social
Responsibility
Financial
Section
P r o g r e s s o f t h e 16 t h M i d - T e r m M a n a g e m e n t P l a n
ANNUAL REPORT 2009 12
To Our Shareholders
and Customers
Fiscal 2009
Highlights
Progress of the
16th MTP
Creating New
Customer Value
RICOH
Milestones
Sustainable Environ-
mental Management
Corporate Social
Responsibility
Financial
Section
We set fi ve key strategies to reach our targets under the 16th
MTP from April 2008. I would like to explain how each strategy
progressed.
1) Becoming the No. 1 in target business areas
Purchase decision drivers in the offi ce equipment markets of
advanced nations have been changing at an accelerated pace.
While the value of hardware used to be overridingly important,
today’s customers place more importance on the equipment’s
capabilities to improve or overhaul workfl ow and business
processes toward higher productivity and effi ciency. To address
this shift, the Ricoh Group has expanded its business from the
sale of hardware and supplies to offi ce process outsourcing
services. Let me use the analogy of the automobile business to
describe this change in our business model: We used to sell cars
and gasoline. Then we started to provide an advisory service for
effi cient driving patterns and vehicle rotation optimization, and
eventually we started driving on behalf of our customers.
One of the specifi c examples of this new business is a service
we designed for small and medium-sized enterprises, where we
provide one-stop solutions for the installation, operation, and
maintenance of Internet infrastructure. Since its launch in Japan
two years ago, the service has received a great response from
customers. This new service is actually based on our experience
in developing more effi cient IT systems in our sales and service
networks worldwide so as to improve our workfl ow. Through this
type of service and other activities, we were able to gain a solid
foothold in the business solutions area during fi scal 2009. As
a next step, we are also planning to offer this service in global
markets in fi scal 2010.
For the past several years, we have also made large-scale
investments on a global scale, including the establishment of
Infotec Europe and the acquisition of IKON in the U.S., to beef
up our customer contact capabilities. As a result, our solutions
capabilities have been suffi ciently enhanced to serve a wide range
of customers, whether multinational, national, or local companies.
In the production printing business, another key component
of new growth, we introduced the Ricoh Pro C900 to the market
in 2008. The product has been very well received. In addition,
InfoPrint Solutions, a joint venture with IBM Corporation, has
fi nally started full-scale operations. InfoPrint Solutions’ offerings
include consulting and professional services in the “Transpromo”
market. Its color inkjet continuous forms printer, InfoPrint 5000,
has gained leading market share in global markets.
Other achievements in production printing during fi scal
2009 include the opening of our “Printing Innovation Center”
showrooms in Japan, Europe, the U.S., China and Asia Pacifi c.
Visitors can see and verify Ricoh’s strength in production printing
through hands-on experience. Based on our success in marketing
these competitive products, we believe that this new segment
is well positioned to capture signifi cant opportunities once the
economy recovers, as we have steadily expanded its sales and
service networks.
Q2
■ Creation of new customer value based on existing businesses
4F
3F
2F
1F
5F
Strength of Ricoh
Green solution
Sustainable environmental
management
Solutions proposals
IT performance improvement
(business analysis)
Global consistent support
Solutions platforms
Customization capabilities
CS and customer contact
capabilities
Global sales network
Network administration system
Front runner in digitization and
networking
Full product range
Products utilizing environmental
technologies
Technologies to integrate image
processing and information
processing
Services
Support
Supplies
Further expansion of business area
Providing customer value
through worldwide customer
contact capabilities
Expansion of value delivered
Stand-alone devices
Network devices
Business solutions
Printing solutions
Document solutions
DPO
During fiscal 2009, how did each of
the strategies under the 16th MTP
make progress?
See “Creating New Customer Value” on page 17.