Dear RA OpCo's Service Management Team,
I hope you are all well, and trying your best to manage the busy period before the holiday season.
Today, I have 2 issues I would like to highlight to you all.
1. Regarding Majima-san's message at the MD meeting held in Dec. 1st
As you all know, MD meeting was held last week in Taipei, where all MD's gathered.
Regarding service and support, a simple and clear message was given from Majima-san to the MD's after the result of FY14 first half.
As you can see the above slide, the top graph shows the total AP region P&L (exclude China) (not aftersales P&L!!).
You can see that the Field Service Expense % (FSE%) has raised by 0.8% from FY11 (middle year of 17th MTP), and to reach the set target of FY14, we need to reduce by 1.0% in the remaining half year which is quite a challenge.
The bottom table is the same table we showed to you during the RSMM held in Singapore in September.
As you can see the 2 yellow highlighted box, you are asked to especially manage the Head Count (HC) of our core (MFP/Printer hardware) field engineers.
To make sure we manage the situation, our Service Business Support Group will be contacting you for HC submission that we would like to carry out for a couple of month until further notice, asking you to fill out your target and actual HC in your responsible area.
As written above, we face big challenge to reduce FSE% for the remaining 3 month, so I appreciate your full focus on this area.
2. PP CS Profitability
Regarding this topic, also at the MD meeting, a presentation was given by Ricoh Japan executive to share the success case conducted in the USA.
To summarize the message, USA have managed to reduce the parts spend by reenforcing the importance of the RTB's that has been issued so far, making sure that all field engineers refer to the right RTBs so they simply replace the item that will solve the problem, or by just conducting necessary SP adjustments, rather than throwing all sorts of parts and units as a try and error way of approach.
This is the actual presentation created by Ricoh Americas --> (file size was too big to send, so will send it by separate file exchange).
When you product specialist/trainer came to attend the Leo training here in Singapore, we have provided this RTB troubleshooting training to you all as an agenda on the last day. So, the member that attended should have digested and returned to your countries with this information. Of course, not all non profitability issues will not be solved by just conducting this RTB troubleshooting training and tip in the field (such as excess toner bottle being supplies to the customer due to high coverage, etc.), however it should be effective.
Therefore, I ask you to contact your PP CS specialist, and make sure that the message is well understood and spread out to your field engineers.
So to conclude my message, please work your best to maintain the FSE by managing the HC and maximizing the efficiencies of your core field engineers, and make sure that all of your PP CS field engineers understands and are conducting the troubleshooting RTB tips in the field which has been provided to you during our Leo service training.
If you have any questions, you know that my door is always open!!
Dear RA OpCo's Service Management Team,
I hope you are all well, and trying your best to manage the busy period before the holiday season.
Today, I have 2 issues I would like to highlight to you all.
1. Regarding Majima-san's message at the MD meeting held in Dec. 1st
As you all know, MD meeting was held last week in Taipei, where all MD's gathered.
Regarding service and support, a simple and clear message was given from Majima-san to the MD's after the result of FY14 first half.
As you can see the above slide, the top graph shows the total AP region P&L (exclude China) (not aftersales P&L!!).
You can see that the Field Service Expense % (FSE%) has raised by 0.8% from FY11 (middle year of 17th MTP), and to reach the set target of FY14, we need to reduce by 1.0% in the remaining half year which is quite a challenge.
The bottom table is the same table we showed to you during the RSMM held in Singapore in September.
As you can see the 2 yellow highlighted box, you are asked to especially manage the Head Count (HC) of our core (MFP/Printer hardware) field engineers.
To make sure we manage the situation, our Service Business Support Group will be contacting you for HC submission that we would like to carry out for a couple of month until further notice, asking you to fill out your target and actual HC in your responsible area.
As written above, we face big challenge to reduce FSE% for the remaining 3 month, so I appreciate your full focus on this area.
2. PP CS Profitability
Regarding this topic, also at the MD meeting, a presentation was given by Ricoh Japan executive to share the success case conducted in the USA.
To summarize the message, USA have managed to reduce the parts spend by reenforcing the importance of the RTB's that has been issued so far, making sure that all field engineers refer to the right RTBs so they simply replace the item that will solve the problem, or by just conducting necessary SP adjustments, rather than throwing all sorts of parts and units as a try and error way of approach.
This is the actual presentation created by Ricoh Americas --> (file size was too big to send, so will send it by separate file exchange).
When you product specialist/trainer came to attend the Leo training here in Singapore, we have provided this RTB troubleshooting training to you all as an agenda on the last day. So, the member that attended should have digested and returned to your countries with this information. Of course, not all non profitability issues will not be solved by just conducting this RTB troubleshooting training and tip in the field (such as excess toner bottle being supplies to the customer due to high coverage, etc.), however it should be effective.
Therefore, I ask you to contact your PP CS specialist, and make sure that the message is well understood and spread out to your field engineers.
So to conclude my message, please work your best to maintain the FSE by managing the HC and maximizing the efficiencies of your core field engineers, and make sure that all of your PP CS field engineers understands and are conducting the troubleshooting RTB tips in the field which has been provided to you during our Leo service training.
If you have any questions, you know that my door is always open!!
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