Ricoh 2014 Annual Report Download - page 55

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Overview Action Data & Prole
Customer Satisfaction
ISO 26000: • Organizational Governance • Consumer Issues • Community Development
Ricoh Group Sustainability Report 2014 54
Third-party safety
review
(Conrm regulatory
compliance)
Program for organization-wide safety standards
•Identifylatentproblemsthroughsurveys,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 condence. 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 ofcial
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 conrming
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.
Initiatives for customer satisfaction
TheRicohGroupundertakesactivitiesinpursuitofcustomersatisfactiontoensureRICOHQuality,
which aims to “consistently delight and inspire our customers” by strengthening basic quality—such
as safety and reliability—based on continuous communication with customers. In addition toefforts
aimed at fullling social responsibilities, we actively invite customer comments so that we can better
understand our customers. The customer perspectives thus gained are applied to our products and
services to provide customers with truly useful value.
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
conrmed 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 condence 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
Global markets/Customers
Use results to improve current and
future models
Device
Monitoring
System
Quality
Management
System
Information monitoring (prevent problems)
Information analysis (data and statistics)
Maintenance Service
Information
System
P.95