Ricoh recognizes it has partnered with the best Dealer Network in the industry and we intend to reward the “Best of the Best”.

Ricoh will recognize/certify dealers based on the results and/or their effectiveness of the following: § Aftermarket Supply Sales § Ricoh’s Services-led Initiative § Hardware, Solutions Training § All Relevant Industry Certifications § Service Organization Structure § Field Staff & Help Desk Productivity & Efficiency Measures § Customer Satisfaction Measures § Effective Utilization of Ricoh Resources § Business Plan / Process Improvement

Overview

Phase 1 - Service Engineer Skills Assessment (Prestige)

This has been designed to recognize those service professionals who demonstrate resourcefulness as well as exceptional levels of knowledge and technical proficiency. Ricoh will challenge their tactfulness along with their innovative approach to problem solving via two (2) levels of secured on-line testing.

Prestige will be available to Ricoh Certified service professionals’ whom currently have successfully completed and are Ricoh certified via a self-pace and/or Instructor Led training within the last 36 months.

Phase 2 - Service Operations Assessment

This information will be utilized to measure and recognize/certify those Ricoh dealers based on the results and/or effectiveness of the criterion below (listed in weighted order):

• Prestige Program (Service Engineer Assessment) − Participation & Results (Average Score, Level 2 Qualifiers, Quantity Prestige Certified)

• Staff Product Training & Development (Hardware & Solutions)

* Mfg. Requirements & Industry Certifications

• Aftermarket Supply Sales Results (Parts & Supply Purchases) − Percentage (%) Achievement vs. Prior Year

• Service Organization Structure/Engagement (Service Manager Responsibilities)

• Field Productivity & Efficiency Measures vs. Industry Benchmarking

• Customer Satisfaction Measure & Actions

• Effective Utilization of Ricoh "Support" Resources

Additional Criteria Considered:

• Business Plan/Process Improvement Initiatives

• Manufacture Support Effectiveness/Dealer Readiness & Compliance (TSM Quality Rating)

• Use of Genuine Ricoh Parts and Supplies

• Services-led Focus & Initiatives