Investment in services yields early insights and results; company launches online repository of
resources for addressing customers’ top business concerns in information management
TOKYO, Nov. 8, 2011 — Ricoh Company, Ltd., a worldwide leader in digital office equipment and advanced document management solutions and services, today announced Ricoh Managed Document Services™ (Ricoh MDS) 2.0, born from an in-depth analysis of customer engagements and focused on measurable results.
MDS 2.0 represents significant early progress in the evolution of the services-led business model Ricoh unveiled in January 2011, as it made a three-year commitment to enhance its global MDS infrastructure. The strategy shift was intended to leverage the power of improved document workflows and document management so that customers can concentrate on their business goals and bottom lines.
As part of Ricoh MDS 2.0, Ricoh today unveiled a new global website that serves as a source of information and guidance to help customers achieve their business goals through Ricoh Managed Document Services. The site includes case studies, white papers and videos, delivering this content via a customized user experience.
Defining the Ricoh MDS challenge
Through its global MDS engagements, Ricoh has scrutinized thousands of projects and pinpointed customers’ top business concerns in managed print services (MPS), which is the foundation of "Ricoh MDS, and beyond™". These concerns have yielded a new Ricoh MDS delivery structure focused tightly on producing desired outcomes in these areas.
The top identified concerns are cost control, environmental sustainability, information security and governance, business process efficiency, organizational change management, information worker (iWorker) productivity, information optimization and strategic infrastructure. Ricoh MDS 2.0 defines the services and deliverables that map directly to each concern to help customers achieve measurable and sustainable business outcomes.
“We applied our expertise and sharpened our focus on what customers need, even when they can’t articulate their requirements in so many words,” said Sergio Kato, Associate Director of Ricoh Company, Ltd. and General Manager of Global MDS Center. “Our refined service delivery methodology is designed to better help customers meet their business objectives while retaining the flexibility they need to overcome their unique information challenges.”
Ricoh MDS Adaptive Model
Using these new insights, Ricoh has streamlined its delivery framework, producing a new, simpler five-phased Adaptive Model. With the customer at the center, the first phase – Understand – begins with an expert assessment of the customer’s “current state.” The Improve phase includes the design of a “desired state.” The Transform phase focuses on deployment, the Govern phase ensures all objectives are met, and the Optimize phase addresses ongoing improvements and sustained savings.
The new model strengthens the three stages of partnership engagement: Project Management led by PMI®- and PRINCE2®-certified Ricoh project managers who follow globally accepted best practices to track, manage and measure each engagement; Service Management led by ITIL®/ISO 20000-1-certified professionals who ensure the newly transformed environment is effectively governed and optimized; and Organizational Change Management, which accelerates the transition from the current to the desired state, and makes productivity gains a permanent part of the culture.
This new framework creates a globally cohesive approach to executing MDS programs based entirely on the ways Ricoh customers prefer to do business. Refinements are already paying dividends: since April Ricoh has signed more than 10 global customers since March, one of which operates in more than 70 countries.
New sustainability services
Leveraging Ricoh’s rich history of environmental stewardship, including being named one of the “Global 100 Most Sustainable Corporations in the World*1” for seven years in a row, Ricoh has evolved its MDS service portfolio by introducing a comprehensive set of end-to-end sustainability services. These offerings can be combined in different ways to address the unique needs of Ricoh MDS customers across the globe. They include:
“We’re detecting a deepening demand among our customers for sustainability, which has become an integral part of a business’s brand as well as an ethical imperative,” said Ike Kakegawa, Vice President, Environmental Sustainability, Ricoh Americas Corporation. “As we have demonstrated for years, sustainability is squarely in our domain: documents, records and electronic information have significant implications for a company’s environmental performance on a number of levels. Further, reducing our customers' environmental footprint is an integral part of Ricoh's strategy to achive our social responsibility goals.”
Ricoh has delivered custom MDS solutions to customers around the world. For customer success stories on Ricoh’s MDS approach, please visit mds.ricoh.com.