Pursuing Excellence

EFQM
7 August 2011

Ricoh Deutschland

EFQM's 2011 Award Prize Winner in "Adding Value for Customers"

"The award process has been a unique experience for us. The Assessors were truly professional and their work and feedback - as delivered by their report - will help us even further in our on-going pursuit of business excellence."
Uwe Jungk, CEO

Background

Ricoh Deutschland is a sales and services company and a subsidiary of Ricoh Company Ltd, headquartered in Japan. They have 2,600 staff, with the Head Office in Hanover and additional offices in Hamburg, Berlin, Hannover, Leipzig, Dusseldorf, Munich, Stuttgart, Frankfurt and Mannheim. They operate exclusively in the Business to Business market and are a leading provider of Office Solutions, Production Printing, IT Services and Managed Document Services.

Benefits of implementing the EFQM Excellence Model

  • With a market share of nearly 20% Ricoh Deutschland is constantly a market leader in their core product category of multifunctional printers in Germany.
  • Over 90% of Ricoh Deutschland's customers would recommend it as a company to do business with - this is above benchmark for other local leading B2B companies.
  • Thanks to high levels of customer loyalty results number of renewed contracts increased 5 times since 2005.
  • Positive trends in employee satisfaction measures help to improve employee efficiency and their ownership of the business. In 2010 Ricoh Deutschland implemented over 700 improvement ideas coming from their employees!
  • Trading profit and sales ratio place Ricoh Deutschland as one of the most successful company in the group.

Ricoh Deutschland were a Prize Winner for "Adding Value for Customers" in the EFQM Excellence Awards 2011 and winners of the German National Ludwig-Erhard-Preis in 2010.

"Ricoh Deutschland's strong and clear customer focus was apparent from all 150 people interviewed by our Assessors."
EFQM Assessment Team Leader