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Strong Customer Focus
Ricoh Deutschland’s strong and clear customer focus was apparent from all
the 150 people interviewed by our Assessors. Some of the key initiatives
that particularly impressed them were:
� A flexible organisation structure that enables people to focus on
understanding and responding to market developments, including
the development of dedicated Business Consulting, Production
Printing and Outsourcing teams.
� The “Future Office Live” concept, which replaces the traditional
product showroom with a tour of Ricoh’s office, with real staff
demonstrating how they use Ricoh’s software and hardware in their
daily jobs.
� The “MindShift Service” programme, designed and delivered by the
Ricoh Academy to develop “soft skills”
� The high level of motivation, training and morale in the Customer
Contact Centre delivers excellence in customer enquiry handling
and service.
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� Klaus Garbers
� Vahrenwalder Straße 315, 30179 Hannover, Germany
� +49 511 6742 1130
� tqm@ricoh.de