Ricoh 2013 Annual Report Download - page 47

Ricoh Group Sustainability Report 2013 46
Overview Action Data & Profile
Customer Satisfaction
Third-party safety review
(Confirm regulatory
compliance)
Program for organization-wide safety standards
•฀Identify฀latent฀problems฀through฀survey,฀analysis,฀etc.฀and฀study฀the฀
฀ possibility฀of฀their฀leading฀to฀serious฀damage฀through฀simulation,฀etc.
•฀Conduct฀risk฀assessment฀when฀engaging฀a฀new฀mechanism
•฀Survey฀the฀laws฀and฀regulations฀of฀countries฀where฀we฀do฀business
Application of standards to new
products
(Strict฀compliance฀in฀design฀phase)
•฀Safety฀simulation
Product quality
information
system
Track in-market
performance
Information
sharing
Product safety
standards
➤฀WEB฀@Remote : www.ricoh.com/remote/
In pursuit of product safety and reliability
Building฀in฀safety฀from฀the฀design฀and฀development฀
stage is crucial to ensuring that customers can use
our products and services with confidence. The Ricoh
Group regularly reviews product safety standards,
strictly adhering to them and continually upgrading
quality.฀This฀procedure฀is฀formulated฀in฀our฀Basic฀
Policy for Product Safety Activities and our Action
Policy for Product Safety Activities.
In 2009, we improved our structures for product
compliance with laws, regulations and official
standards on an international level. We introduced
controls using target management tables for the
product design and development stage. Since
meeting each country’s regulatory requirements is
mandatory, the database for compliance check sheets
is constantly updated with the latest data on national
and international rules.
In addition, we continue to step up Ricoh’s own
(and more rigorous) standards to ensure safety
for children, elderly people and other vulnerable
members of society.
As new technologies and businesses for which
product safety standards do not yet exist require
a framework to identify possible risks, Ricoh is
expanding its Product Safety Risk Assessment
program. This is an effective means of confirming
the safety of products in new business areas and
in existing products to which new technologies
or mechanisms have been added. Through this
combination of standards, we are doing our utmost
to ensure the safety of every new product we bring to
market. ➤ P87
Initiatives for customer satisfaction
The goal of RICOH Quality is to “consistently delight and inspire our customers” by strengthening
basic quality — such as safety and reliability — based on continuous communication with
customers. This lets us imbue our products and services with the values that exceed customer
expectations.
Quality assurance data
The Ricoh Group employs three market information
databases related to product quality.
The Maintenance Service Information system
contains historical information on machine failures
confirmed by customer engineers, along with the
maintenance services we provided. The quality
management system links data obtained in Japan on
product quality issues to data from our other markets
around the world. If a quality-related problem occurs,
the Design and Manufacturing Department discusses
what action to take based on information in this
database, and provides prompt feedback to those
involved. Finally, the Device Monitoring system allows
us to obtain statistics on how customers use our
equipment on a daily basis through @Remote, our
global remote device management service.
The Ricoh Group uses these systems in an
integrated way to obtain market information
from฀multiple฀aspects.฀Based฀on฀this฀data,฀we฀can฀
immediately identify and address problems, and take
action to prevent similar problems from occurring in
the future.
Ricoh’s฀@Remote฀technology฀is฀an฀Internet-based฀management฀
system฀for฀monitoring฀customer฀device฀data.฀The฀@Remote฀
service฀automatically฀collects฀and฀uploads฀meter฀readings฀daily฀
from฀MFPs฀and฀printers,฀keeping฀track฀of฀their฀usage฀status,฀
maintenance฀records฀and฀machine฀conditions.฀This฀enables฀us฀
to฀provide฀essential฀services฀(like฀replenishing฀supplies฀and฀
dispatching฀maintenance฀personnel)฀promptly,฀without฀the฀
customer฀having฀to฀contact฀us.
฀ We฀offer฀@Remote฀globally,฀so฀that฀customers฀can฀use฀
their฀equipment฀with฀condence฀at฀all฀times. ➤ WEB
Advantages of @Remote
•฀฀Prevents฀equipment฀฀ ฀
failure
•฀฀฀Quick฀action฀cuts฀
downtime
•฀฀Useful฀equipment฀
management tool
•฀฀Information฀obtained฀฀
can be used in
consultations
@Remote™ for worry-free equipment use
ISO26000 : •฀Organizational฀governance฀฀•฀Consumer฀issues฀฀•฀Community฀development
Global markets / Customers
Use results to improve current and
future models
Equipment
monitoring
system
Quality
management
system
Information monitoring (prevent problems)
Information analysis (data and statistics)
Maintenance
information
system