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Employee
    Engagement,
    Greater
    Productivity,
    Better
    Performance


Chris Nicholls
Manufacturing General Manager


Rob Bland
Continuous Improvement Specialist
Ricoh Engagement Workshop




Introduction to Ricoh

Terry Tate

Role of Leaders in Supporting Engagement

Practical Engagement Tools & Approaches

Better Performance Through Engagement
Introduction to Ricoh Family Group



    Founded in 1936.
    Headquarters in Tokyo, Japan.
    234 subsidiaries (March 2012).
    Business lines

     –   Digital Multi-Function Printers (Black &
         Colour).
     –   Production Printers.
     –   Duplicators, facsimile machines & related
         supplies.
     –   PC’s, servers, networking equipment and
         software.
     –   Optical equipment including cameras,
         meters and semiconductors.
     –   Toner, inks and related supplies.

•   108,000 + employees worldwide.
Introduction to Ricoh
Ricoh UK Products Ltd (RPL)




                              Established in 1984

                              Based in Telford & Wellingborough

                              811 employees (June ’12)

                              £400+ million sales (’12)

                              Supply European market place

                              Business lines
                               – Multifunctional Office Automation
                                 Equipment
                               – Recycled machines
                               – Colour and Black Toner
                               – Recycled supplies products
                               – Production Printers
Introduction to Ricoh
   Achievements through Employee Engagement


Jan 1996   Investors in People (IIP) Accreditation
Nov 2004   Regional Work Life Balance award
Oct 2005   UKEA People Satisfaction Winner
Oct 2005   UK Excellence Award Winner
Sep 2008   BQF Achievement Award for
           process Improvement Finalists
Nov 2008   Ideas UK Platinum Award Winners
Jul 2009   Investors in People Silver Status
Oct 2009   BQF Gold Medal for Excellence
Oct 2009   UK Excellence Award Winner
Oct 2011   Investors in People Gold Status
Employee Engagement
Outside-the-box thinking from Reebok
Role of Leaders in Supporting Engagement




                              R
                              I
                              C
                              O
                              H
Role of Leaders in Supporting Engagement
   The RICOH Way


                                                          The Spirit of Three Loves




Global Mission
– At the Ricoh Group, we are committed to providing
  excellence to improve the quality of living.


Global Vision
– To be the most trusted brand with irresistible appeal
  in the global market.


Global Values
– To be one global company, we must care about people, our profession,
  our society, and our planet. We must dedicate our winning spirit,
  innovation and teamwork to sharpen our customer centric focus, and
  we also must commit to the highest standards of ethics and integrity.
Role of Leaders in Supporting Engagement
          Communication of the Business Plan

                                            10th MTP Key Business Strategies
       To be a Technical            Oriented Factory in the market place with Robust Manufacturing Constitution
                                             and a Customer Centric Approach

                          Key Business Strategy 3 – Demand Chain Competitive Advantage
                                 Supply Chain Synchronisation, Direct Delivery, Flexibility, Satellite Warehouse


                      Key Business Strategy 2                                             Key Business Strategy 2
                    Increase New Business                                             Increase New Business                 European
Ricoh                                                                                      Contribution                       Sales
Japan                    Contribution                                                         Recycling, Solutions,
                          Production Printer Knowledge,
                                                                                           Production Printer Solutions,
                                                                                                                           Companies
                           Design and Solutions Ideas
                                                                                             Wellingborough Services
                                                       Key Business Strategy 1
                                                      Maximise Established
                                                      Business Contribution
                                                           Ultra low cost, failure cost
                                                          reduction & NMI without fail


                                                             Speed
                                                             Low Cost
                                                             Operation
                                                             Innovation
                                                             Motivation
                                   Support Strategies – HR, IT & Technology
Version 2, 12 June 2012



                                                          Hoshin Kanri
Role of Leaders in Supporting Engagement
       Telford Factory Purpose, Goal & Behaviours




Purpose
– Enhancing Ricoh’s competitive
  position in the European marketplace
Goal
– To provide our customers with
  the most innovative products and
  flexible services
Behaviours (PRIDE)
–   Passion
–   Respect
–   Integrity
–   Discovery
–   Environment
Practical Engagement Tools & Approaches
     Engaging People in Kaizen


KAIZEN SPIRAL
                                 Suggestion Scheme



                                 Risk
                                 Manual
                                 COSHH


           Kaizen 10 Steps
                                                                          Customer Centric
                               Safety First
                                                                        The Showcase Factory
                                  10th Mid        Good Spot
                                 Term Plan
  RPL GM Kaizen
      Tours

                                              Gemba Mat                Reward &
                             RiPS Academy                              Recognition


RPL Kaizen Rally

                                                               Employee Training
                                                                      &
                   Western Region Kaizen       Kaizen Forest
                                                                 Development
                        Conference
Practical Engagement Tools & Approaches
The Gemba Mat




The Ohno Circle                      The Gemba Mat


                                 7 Wastes        5 Facilities

                                Transportation      Safety
                                  Inventory      Environmental
                                   Motion           Space
                                   Waiting          Energy
                                Overproduction     Security
                                Overprocessing
                                   Defects
Practical Engagement Tools & Approaches
    Suggestion Scheme Workflow



Workflow          Suggestor


                                                                      Name:____________________




   Reject        Team leader         PROMOTIONS USE ONLY
                                     Code ______________________
                                     Amount Issued
                                     _________________
                                                                        Bright Ideas Suggestion




                                     Signed________________________
                                     _                                        Redeemable at Central Stores or in e xchang e for f ood items at   Voucher No 20001
                                                                              all RPL Canteens




 Feedback          Accept
to suggestor

                     80%                20%

                                  Specialist
                  Fast Track                                                                                                                                        Specialist
                                    Track



                                                                                                                                                                     Review
                Implementation
                                                                                                                                                                      Panel
Practical Engagement Tools & Approaches
       Suggestion Scheme Results


                   Engagement & Benefits

       30                                        4000
       25




                                                         No of Ideas
                                                 3000
       20
£10K




       15                                        2000
       10
                                                 1000
        5
        0                                        0
             2007 2008 2009 2010 2011

             Benefits         Costs         Engagement
Practical Engagement Tools & Approaches
   Rules of Engagement


Leadership Commitment
Clear strategy and end goal
Tools, Techniques and Training
Full involvement
Recognition
Visualisation
Fun
Practical Engagement Tools & Approaches
     Reward & Recognition




2004 Awards       2005 Awards        2006 Awards    2007 Awards




2008 Awards        2009 Awards       2010 Awards   2011 Awards
Better Performance Through Engagement
  Measuring Employee Engagement




I have the materials and equipment I need to do my job properly

I have recently received recognition or praise for doing good work



At work my opinions seem to count
I feel my job is important to the success of the organisation
Better Performance Through Engagement
      The Evidence



Gallup – top quartile engagement statistics
– 12% higher customer advocacy
– 18% higher productivity
– 12% higher profitability
– Less accidents & lower employee turnover

Government report by MacLeod & Clarke

ISR- Highly engaged companies report
– 50% better performance improvement
– 19% improvement in operating income

Melcrum Global Research
– 81% organisation have employee engagement on
  the agenda
– 54% treat engagement as part of a general
  philosophy
Better Performance Through Engagement
Ricoh Employee Engagement Results 2011


   100%                       7%                  8%
               18%
    80%                       26%                19%

    60%        49%

    40%                                          73%
                              67%
    20%        33%
     0%
             Average       World Class        RPL 2011

     Engaged           Not Engaged            Disengaged


                                   Information source: Gallop, 2008, 2010
Continuous Improvement Philosophy



Q. How many jobs do we have at Ricoh ?

A. We all have 2 jobs Our normal job and our continuous improvement job




                   Everyone, every day, doing something a
                        little bit better than yesterday

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Employee Engagement, Greater Productivity, Better Performance - Ricoh UK

  • 1. Employee Engagement, Greater Productivity, Better Performance Chris Nicholls Manufacturing General Manager Rob Bland Continuous Improvement Specialist
  • 2. Ricoh Engagement Workshop Introduction to Ricoh Terry Tate Role of Leaders in Supporting Engagement Practical Engagement Tools & Approaches Better Performance Through Engagement
  • 3. Introduction to Ricoh Family Group Founded in 1936. Headquarters in Tokyo, Japan. 234 subsidiaries (March 2012). Business lines – Digital Multi-Function Printers (Black & Colour). – Production Printers. – Duplicators, facsimile machines & related supplies. – PC’s, servers, networking equipment and software. – Optical equipment including cameras, meters and semiconductors. – Toner, inks and related supplies. • 108,000 + employees worldwide.
  • 4. Introduction to Ricoh Ricoh UK Products Ltd (RPL) Established in 1984 Based in Telford & Wellingborough 811 employees (June ’12) £400+ million sales (’12) Supply European market place Business lines – Multifunctional Office Automation Equipment – Recycled machines – Colour and Black Toner – Recycled supplies products – Production Printers
  • 5. Introduction to Ricoh Achievements through Employee Engagement Jan 1996 Investors in People (IIP) Accreditation Nov 2004 Regional Work Life Balance award Oct 2005 UKEA People Satisfaction Winner Oct 2005 UK Excellence Award Winner Sep 2008 BQF Achievement Award for process Improvement Finalists Nov 2008 Ideas UK Platinum Award Winners Jul 2009 Investors in People Silver Status Oct 2009 BQF Gold Medal for Excellence Oct 2009 UK Excellence Award Winner Oct 2011 Investors in People Gold Status
  • 7. Role of Leaders in Supporting Engagement R I C O H
  • 8. Role of Leaders in Supporting Engagement The RICOH Way The Spirit of Three Loves Global Mission – At the Ricoh Group, we are committed to providing excellence to improve the quality of living. Global Vision – To be the most trusted brand with irresistible appeal in the global market. Global Values – To be one global company, we must care about people, our profession, our society, and our planet. We must dedicate our winning spirit, innovation and teamwork to sharpen our customer centric focus, and we also must commit to the highest standards of ethics and integrity.
  • 9. Role of Leaders in Supporting Engagement Communication of the Business Plan 10th MTP Key Business Strategies To be a Technical Oriented Factory in the market place with Robust Manufacturing Constitution and a Customer Centric Approach Key Business Strategy 3 – Demand Chain Competitive Advantage Supply Chain Synchronisation, Direct Delivery, Flexibility, Satellite Warehouse Key Business Strategy 2 Key Business Strategy 2 Increase New Business Increase New Business European Ricoh Contribution Sales Japan Contribution Recycling, Solutions, Production Printer Knowledge, Production Printer Solutions, Companies Design and Solutions Ideas Wellingborough Services Key Business Strategy 1 Maximise Established Business Contribution Ultra low cost, failure cost reduction & NMI without fail Speed Low Cost Operation Innovation Motivation Support Strategies – HR, IT & Technology Version 2, 12 June 2012 Hoshin Kanri
  • 10. Role of Leaders in Supporting Engagement Telford Factory Purpose, Goal & Behaviours Purpose – Enhancing Ricoh’s competitive position in the European marketplace Goal – To provide our customers with the most innovative products and flexible services Behaviours (PRIDE) – Passion – Respect – Integrity – Discovery – Environment
  • 11. Practical Engagement Tools & Approaches Engaging People in Kaizen KAIZEN SPIRAL Suggestion Scheme Risk Manual COSHH Kaizen 10 Steps Customer Centric Safety First The Showcase Factory 10th Mid Good Spot Term Plan RPL GM Kaizen Tours Gemba Mat Reward & RiPS Academy Recognition RPL Kaizen Rally Employee Training & Western Region Kaizen Kaizen Forest Development Conference
  • 12. Practical Engagement Tools & Approaches The Gemba Mat The Ohno Circle The Gemba Mat 7 Wastes 5 Facilities Transportation Safety Inventory Environmental Motion Space Waiting Energy Overproduction Security Overprocessing Defects
  • 13. Practical Engagement Tools & Approaches Suggestion Scheme Workflow Workflow Suggestor Name:____________________ Reject Team leader PROMOTIONS USE ONLY Code ______________________ Amount Issued _________________ Bright Ideas Suggestion Signed________________________ _ Redeemable at Central Stores or in e xchang e for f ood items at Voucher No 20001 all RPL Canteens Feedback Accept to suggestor 80% 20% Specialist Fast Track Specialist Track Review Implementation Panel
  • 14. Practical Engagement Tools & Approaches Suggestion Scheme Results Engagement & Benefits 30 4000 25 No of Ideas 3000 20 £10K 15 2000 10 1000 5 0 0 2007 2008 2009 2010 2011 Benefits Costs Engagement
  • 15. Practical Engagement Tools & Approaches Rules of Engagement Leadership Commitment Clear strategy and end goal Tools, Techniques and Training Full involvement Recognition Visualisation Fun
  • 16. Practical Engagement Tools & Approaches Reward & Recognition 2004 Awards 2005 Awards 2006 Awards 2007 Awards 2008 Awards 2009 Awards 2010 Awards 2011 Awards
  • 17. Better Performance Through Engagement Measuring Employee Engagement I have the materials and equipment I need to do my job properly I have recently received recognition or praise for doing good work At work my opinions seem to count I feel my job is important to the success of the organisation
  • 18. Better Performance Through Engagement The Evidence Gallup – top quartile engagement statistics – 12% higher customer advocacy – 18% higher productivity – 12% higher profitability – Less accidents & lower employee turnover Government report by MacLeod & Clarke ISR- Highly engaged companies report – 50% better performance improvement – 19% improvement in operating income Melcrum Global Research – 81% organisation have employee engagement on the agenda – 54% treat engagement as part of a general philosophy
  • 19. Better Performance Through Engagement Ricoh Employee Engagement Results 2011 100% 7% 8% 18% 80% 26% 19% 60% 49% 40% 73% 67% 20% 33% 0% Average World Class RPL 2011 Engaged Not Engaged Disengaged Information source: Gallop, 2008, 2010
  • 20. Continuous Improvement Philosophy Q. How many jobs do we have at Ricoh ? A. We all have 2 jobs Our normal job and our continuous improvement job Everyone, every day, doing something a little bit better than yesterday