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Ricoh Group Sustainability Report 201347
Quality management system
Ricoh Group sales companies around the world
improve quality based on our quality management
system and the ISO9001 standard. Most of our
production sites and sales companies have earned
ISO9001 certification 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 certification 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 reflect 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 areas where
we operate, Ricoh Group sales and support 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 specific 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 send out unique new product and service
satisfaction surveys. Feedback is applied to service
improvement programs. ➤ P87
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 improvements.
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 dictates the immediate involvement of our risk
management staff.
Gathering 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.