Ricoh 2015 Annual Report Download - page 38

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37
Products that consistently delight
and inspire customers
The Ricoh Group believes it is important to provide
products and services that customers can use with
con dence and that deliver a sense of value that
exceeds expectations. This ideal is captured in the
RICOH Quality declaration with the words “consis-
tently delight and inspire our customers,” and we
strive to ensure quality, particularly the aspects of
safety and reliability. ➤ WEB 1
Standards/Frameworks to ensure con dence and safety
• Basic Policy for Product Safety Activities
• Action Policy for Product Safety Activities
• Multifaceted market quality information management
• Quality management system
Constant improvements in pursuit of
customer satisfaction
Sales companies in each country have opportunities
for direct contact with customers. It is these com-
panies which operate and maintain customer rela-
tionship management (CRM) databases and track
customer equipment information and maintenance
histories. Customer contact sites utilize CRM data-
bases, repeatedly survey and analyze customer
needs, pinpoint issues, and suggest products and
solutions based on future predicted customer needs
in mind. Our support continues after delivery, as
well, through the 24-hour @Remote on-site mainte-
nance and remote monitoring system, which exe-
cutes automatic diagnostics and enables quick
servicing for worry-free equipment use with little
to no downtime for customers.
With @Remote, we can verify the operating
status of equipment and provide continuous
improvements and suggestions  ne-tuned to each
customer based on captured status data, which
contributes to greater management ef ciency at
customer sites.
In addition, we have established and utilize
systems to apply feedback gleaned from customer
satisfaction surveys conducted periodically on a
global basis to measure how well we have achieved
RICOH Quality, and then apply the feedback to
make products and services even better. p. 22
➤ WEB 2, 3
Customer Contact Capability
➤ WEB 1 RICOH Quality: www.ricoh.com/about/commitment/quality/
➤ WEB 2 customer satisfaction: www.ricoh.com/csr/consumer/
➤ WEB 3 @Remote: www.ricoh.com/remote/
Systems for collecting and applying customer feedback
• CRM databases
• @Remote
• Customer satisfaction surveys
• Call centers
• Customer centers
• Technology centers
• Printing innovation centers
More extensive, in-depth responses
to customer needs
The Ricoh Group’s Global Value Proposition
Conference takes place once a year to re ne value
proposition capabilities. Here, excellent customer
case studies selected from operations worldwide are
presented and evaluated by participants. The goals
are to share knowledge, boost morale and link our
efforts to higher sales throughout the Group.
We also hold an invitation meeting—Technology
Advisory Council—with personnel in charge of
IT infrastructure at customer companies. Here, cus-
tomers participate in group discussions and exchange
information, which promotes greater insight into
common issues. Our objective is to visualize latent
customer needs and re ect comments in future
products and services.
Through these opportunities to reinforce cus-
tomer contact, we will meet customer needs while
growing our businesses.
Technology Advisory Council