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At Ricoh, we operate under a global family to provide products, services and solutions of the highest quality and deliver added value to our customers. We are leading the way in enhancing customer satisfaction and improving our service through a comprehensive Service Quality management framework. This framework include:
1) ISO 9000:2000*
Quality Management system to fulfill customer's quality requirements, and applicable regulatory requirements, while aiming to enhance customer satisfaction, and achieve continual improvement of our performance in pursuit of these objectives.
2) ISO 14001:2004*
Environmental Management system aim to minimize harmful effects on the environment caused by our products and activities, and to achieve continual improvement of our environmental performance.
3) Total Quality Management
Based on the customer-oriented philosophy, the organization strives to systematically manage the continuous improvement of the organization through self-assessment approach and the ongoing participation of all employees in problem solving efforts across functional and hierarchical boundaries.
4) Customer Satisfaction Management
Our goal is to understand customer's wants and needs, identify the key drivers of customer satisfaction, and improve company performance on critical service-quality attributes that affect customer satisfaction, and, ultimately, lead to improved customer retention and loyalty.
Our challenge is to provide same level of service throughout our operations, using our actions as tool for doing so, the common beliefs supporting this objective:
Increasing the satisfaction and loyalty of our customers will be our key to success.
Listening and learn from our customer to understands their needs, then delivering solutions that met or exceed their expectations is essential to earn customer loyalty.
Provide solutions with total cost of ownership and the way we do business drives customer loyalty.
* Not all operations in Asia Pacific has achieved accreditation.
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