Ricoh 2010 Annual Report Download - page 16

15 ANNUAL REPORT 2010
Offering customer-focused solutions to overcome today’s challenges.
Ricoh helps customers enhance their office productivity
and revolutionize their workflow with its imaging products
and service solutions tailored to company-specific needs
and challenges.
We start by defining and making sure we understand
our customers’ challenges and goals, such as cost
reduction, productivity improvement, enhancing
information security and environmental impact reduction.
We then propose a service solution optimized to address
the identified issues. After implementing the solution, we
operate and control the installed equipment ourselves
through on-site maintenance, remote device management
and other services. We also periodically check the data
on equipment use and assess the effectiveness of the
solution. Based on our analysis, we provide improvement
advice on an ongoing basis.
What customers expect from office equipment
providers is no longer limited to achieving an excellent
output device environment. They also look to us to help
solve issues directly relevant to business performance—
for instance: how to optimize operational efficiency
through the overall reduction of administrative
workload and optimal human resource allocation, and
how to globalize their business and/or organization.
By being attentive and responsive to such changes in
customer needs, Ricoh has been creating and delivering
broader value by expanding our offerings to include
solution services that solve our customers’ problems,
including the establishment of centralized output device
management, the implementation and operation of IT
systems, and business process outsourcing services.
These advanced solutions make full use of Ricoh’s
years of experience in developing its customer-focused
business processes; the supporting infrastructure that
makes such extended value delivery possible, i.e., the
strong sales and support network which provides quality,
one-stop solutions to global and local customers; as well
as our extensive line-up of imaging products, from low-
end to high-end.
Ricoh develops and maintains evolving partnerships
with customers with its personalized offerings based
on a deep understanding of our customers’ present and
potential needs.
RICOH NOW—Delivering greater value to customers
Illustration of revenue stream expansion
Expansion of business areas and earnings opportunities
Increase of value delivered to customers
Provision of new value
Managed
Document Services
(MDS)
IT services
Hardware
Consumables
Maintenance
Software
Document
solutions
Operation and maintenance
of devices and systems
Outsourcing
Plant kitting, equipping an
IP address and other
selected options before
shipping to customers
Service solution proposal
Customer support:
equipment maintenance
Sample equipment
usage report
Diagram of Ricoh’s value creation and delivery
Study and
analysis
Operation and
management
Effectiveness
review
Continuous
improvement
Proposal
Installation and
implementation