dealer service operations manual - ricoh india · ricoh customers and maintain a high level of...

Dealer Service Operations Manual

IDC/POLICY/UPDATE/APR 05

Table Of Contents 1. Ricoh India Limited, NSD.………………………….……. 5

1.1 Statement of intent……………………………………….……. 5

1.2 Mission Statement…………………………………………….. 5

1.3 Key Contact List……………………………………………….... 6

2 Field Service Guidelines

2.1 Objective……………………………………………….………… 7

2.2 Service Cost Module………………………………………..….. 7

2.3 Service targets & Standards………………………….…...…. 11

2.4 Service Reporting……………………………………….….….. 14

2.5 Contract options for Customers……………………….….… 29

2.6 Service Manual and parts catalogues………………….…... 31

2.7 Recommended life of fast moving inventory..………….… 33

2.8 Recommended Tool List……………………....………….….. 35

2.9 Service Technician recruitment guideline……………….… 36

2


3 Ricoh Field Support Program

3.1 Objective………………………………………………………... 37

3.2 FPR and Issue Escalation Process..……………………..…37

3.3 Service Manager Visit Program………………………..… …40

3.4 Engineer Visit Support……………...…………………..…. …42

3.5 On-Line Technical Support Program………………………..45

3.6 Recruitment and Induction support………….………… .….46

4 Spare parts Administration

4.1 Stocking Levels……………………………………………….... 48

4.2 Spares / Consumable Indent Process…………………….... 54

4.3 Emertel Process...…………….………………………..…...…..60

4.4 PCB Repair Policy…………………….………….……..………62

3


5 Service Training

5.1 Objective……….………………………………………....……...65

5.2 Qualification &Recruitment…………………………….……..65

5.3 Basic Product Training……………………………………..…66

5.4 Induction.………………………….……………………..…..….66

5.5 Assessment…………………………………………………..…67

5.6 Training Charges & Duration…………………….………..…68

5.7 Training on other products.….…………………..…….. ..…68

6 Warranty Administration

6.3.1 Objective….………………………..………………………….. 69

6.3.2 Process..………………………………………………………...69 6.1.4 MIF Support Charge…………………………………………..71

6.2 Transit Damages…………..……………………………………72 6.3 MIF Transfer Fee………………………………………………...73

4


Statement Of Intent

This manual has been designed to communicate the basic policies and Service Support Guidelines to enable the Dealers to provide an efficient after sales service support to RICOH customers and maintain a high level of Customer Satisfaction.

Mission Statement of National Service Department

To ensure high quality professional and responsive Service Support to RICOH Customers by establishing a strong communication bond between RICOH & the Dealers and continuously improving the service capabilities of the Dealers.


1. Key Contact List

For Name Designation Contact

Service Planning Field Opeartions

R K Bawa Deepak Agrawal

Head – Service Planning Head- Field Operations

��011 – 4161 2220 (Dir) 4161 3010 - 18 Extn: 1301 E-mail: [email protected] 011 – 41612220 (Dir) 4161 3010 - 18 Extn: 1302 E-mail: [email protected]

Technical Support and Service Training related matters

Anil Mehta S. Gurumusthy B. Sengupta

Manager -Training & Tech Support

011 4161 3010 - 18 Extn: 1304 E-mail: [email protected] 011 4161 3010 - 18 Extn: 1308 E-mail: [email protected] 011 4161 3010 - 18 Extn: 1306 E-mail: [email protected]

Syed Anees Ismail

Technical Support Manager

��011 4161 3010 - 18 Extn: 1314

Service policy, Offtake & Customer complaints

Sanjay Mittal Manager-Service Planning

��0114161 3010 - 18 Extn: 1303 E-mail: [email protected]

Sanjeev Mehta Service Planning Manager

��011 4161 3010 - 18 Extn: 1307 E-mail: [email protected]


2. FIELD SERVICE GUIDELINES 2.1 Objective of this section: To provide guidelines and processes to the Dealers, necessary to service and maintain Ricoh Products.

2.2 Service Cost Module

This module provides the Dealer with an idea of approximate model-wise cost incurred, to arrive at his profitability. This module provides an estimated average cost/copy for the models sold/serviced by dealers. The cost, as indicated in model wise cost modules, uses the rated target yield of consumables and average of Spares cost/copy for arriving at the total cost per copy. Kindly note that these costs are indicative and may vary due to climatic conditions, type of originals and engineer skill/experience levels. Manpower cost/copy is not included in this module, as it will depend upon the AMCVs, which are different for different locations. Prices indicated in this module are subject to change with one month’s notice to the Dealer.


Module 3313/3013/3213/3513/3713

Description Target Yield/Unit Factor* DEALERPrice per unit

Cost/Copy

Toner Type 320E 10,000 1 990 9.9 paise Drum A0779510 80,000 2/3 5900 4.9 paise Developer Type 310 80,000 2/3 1600 1.3 paise

TOTAL= 16.1 paise Average Cost of spares part =8.1 paise Total inventory cost =24.2 paise

Cost Module 4015/4018/4615/4618/3613/3813 Description Target Yield per

Unit Factor* DEALER Price

per unit Cost/Copy

Toner Type 1305 6,000 1 720 12.0 paise Drum A219 9510 45,000 4/ 5 2750 4.8 paise Developer Type 3 45,000 4/ 5 1300 2.3 paise

TOTAL= 19.1 paise Average Cost of spares part = 3.0 paise Total inventory cost =22.1 paise

Cost Module 4215 Description Target Yield per


per unit Cost/Copy

Toner Type 410 9,500 1 990 10.0 paise Drum A069 9510 80,000 3/4 7200 6.8 paise Developer Type 410 80,000 3/4 1800 1.7 paise

TOTAL= 18.5 paise Average Cost of spares part = 2.9 paise Total inventory cost = 21.4 paise

Cost Module FT4422 Description Target Yield

per Unit Factor* DEALER Price

per unit Cost/Copy

Toner Type 420 9,500 1 1,180 12.4 paise Drum A069 9510 80,000 3/4 7,200 6.8 paise Developer Type 310 80,000 3/4 1,600 1.5 paise

TOTAL=20.7 paise Average Cost of spares part = 2.9 paise Total inventory cost =23.6 paise


Cost Module FT4027/5035/5535/5632/5640/5832/5840/4327/5422

Description Target Yield per Unit

Factor* DEALER Price per unit

Cost/Copy

Toner Type 4501 17,000 1 1,250 7.3 paise Drum A153 9510 120,000 6/7 6,500 4.6 paise Developer Type 1 100,000 8/9 1,500 1.3paise


Cost Module FT4065/6950 Description Target Yield per


per unit Cost/Copy

Toner Type 1 5,500 1 340 6.18 paise Drum 5442 9510 100,000 2/3 3880 2.6 paise Developer Type 4000 130,000 ½ 1520 0.6 paise


Cost Module FT4730/4495

Description Target Yield per Unit

Factor* DEALER Price per unit

Cost/Copy

Toner A9540043 10,000 1 610 6.1 paise Drum 5442 9510 100,000 2/3 3880 2.6 paise Developer Type 4000 130,000 ½ 1520 0.6 paise


Cost Module 6350/7650 Description Target Yield per


per unit Cost/Copy

Toner Type F400 38,000 1 3000 7.8 paise Drum A096 9510 360,000 4/5 14,300 3.2 paise Developer Type 1 120,000 13/14 1,500 1.2 paise

TOTAL=12.2 paise Average Cost of spares part = 4.5 paise Total inventory cost =16.9paise


Tgtyield/unit Factor Dealer price/unit Cost per copyToner 9000 1 1020 11.3Drum 60000 9/10 1940 2.9Developer 60000 9/10 1800 2.7

16.9

Avg. cost of spare = 3.0 paiseTotal inventory cost = 19.9 paise

2015/2018/2018D

Tgtyield/unit Factor Dealer price/unit Cost per copyToner 11000 980 8.9PCU 60000 19/20 7350 11.6

20.5

Avg. cost of spare = 2.8 paiseTotal inventory cost = 23.3 paise

2022/2027/2032

2035/2045 Tgtyield/unit Factor Dealer price/unit Cost per copy

Toner 30000 1 2700 9Drum 150000 19/20 10000 6.3Developer 300000 9/10 3850 1.2

16.5

Average Cost of Spare 2.0 paiseTotal inventory Cost 18.5 paise

* Factor: A multiplying factor is considered to average out the life Drum & Developer, as 1 unit each is supplied with the machine. Assumption: A life cycle (in years) and AMCVs are assumed as indicated below for arriving at the multiplication factor for each product.

MODEL Life Cycle in years AMCV Total copies done

in life cycle Dr / Dev Consumed

in life cycle

3XXX 5 3000 180,000 2 Dr., 2 Dev. 4015 5 3000 180,000 4 Dr., 4 Dev.

4215/4422 5 5000 300,000 4 Dr., 4 Dev. Phoenix 7 10000 840,000 7Dr., 9 Dev.

4065 5 4000 240,000 3 Dr., 2 Dev. 7650 7 20000 1,680,000 5Dr.,14 Dev.

2015/18/18D 5 10000 600000 10Dr, 10 Dev 2022/27/32 5 20000 120000 20 PCU

2035/45 5 50000 300000 20 Dr, 10 Dev


2.3 Service Targets & Standards

Objective: To help the Dealer maintain a level of Service in line with RICOH standard and Customer requirement. Achievement of these targets will help the Dealer achieve Customer Satisfaction with the services rendered. The targets may be redefined from time to time and will be communicated to the dealer.

2.3.1 Service Targets Parameter TargetAverage Response Time 2 Hrs Delayed Response Time (RT>6 Hrs Metro) Calls 0 Calls Average Down Time 4 Hrs Delayed Down Time (DT>8 Hrs Metro) Calls 5% Repeat Calls* 4% CR Calls * AT CALLS: Are low reliability calls, which the customer calls again before a certain days (specified below).

Category DBCA&B 3 Days C&D 2 Days E 5 Days FAX 10 Days

Copier Reliability Target & Categorisation

Category Model Copies Between Call

FT4065 FT3313 FT3013 FT3213 FT3513 FT3713 FT4015 FT4018 FT4615 FT4618 FT3613

A

FT3813

6000

FT4215 FT4730 FT4495 FT4422 FT6950

AF 1015/18/D

B

AF 2015/18/D

10000

FT4027 C FT5035

15000


FT5535 FT5632 FT5640 FT5832 FT5840 FT4327 FT6350 FT7650 VT1730 VT1800

AF 1022/27 D

AF1022/27/32

20000

1035/1045 2035/2045 E

1055 30000


2.3.2 COPY / PRINT QUALITY STANDARDS Since the copier service is about providing the copies & prints to the customers, the Customers would rate the quality of service partly on the quality of copies / prints the machine delivers to them. WHAT IS GOOD COPY QUALITY & WHAT IS ITS MEASUREMENT? This section provides the explanation of test chart parameter, which must be used in field to set the Copy Quality standards on Ricoh products. The test chart parameter explained in this section is released for Ricoh Analog & Digital B/W copiers. This test chart is used for testing the Copy Quality standards for A3 as well as A4 copies. The Part Number for the test chart is A292 9500. One quantity of this test chart is provided free of charge as the first issue. Any further requirement can be met on a payment basis through indents from the supporting branch. The Dealer price for test chart is Rs 320.00 (Rupees three hundred & twenty only) per piece. The instructions on usage of Test Chart are given below. Test Chart Usage Instruction: The following section explains the Copy Quality standards to be used in the test chart. Please refer to enclosed Annexure - 10 for the relevant section to be used for specific parameters, for e.g., section “�” & “�” are used for checking & adjusting the Lead Edge Registration parameter of the copies. The adjustment parameters may vary from product to product hence it is strongly recommended to use the respective product service manual for the correct specifications & tolerances of Copy Quality standards. 1. � & � - Lead Edge Registration: Section “�” & “�” are used for checking the Leading Edge

registration of the copies (A3/A4 copies). Lead Edge registration is checked as the alignment of copy output with the original. Normally adjustment standard for Lead Edge registration is 0 ± 2mm. Use section “�” for A3 copies and

use section “�” for A4-R copies. The adjustment can be performed using relevant SP-mode or dip switches as applicable.

2. � & � – Side to Side Registration / Skew (A3/A4 size copies): The Side to Side

Registration (Top edge) or the Skew in the paper feed can be checked using this section of the test chart. Use section “�” for A3 test copies and use section “�” for A4-R copies. Normally the adjustment standard for Side to Side Registration is 0 ± 2mm. This adjustment is done by setting tray fence adjustment or in some models using SP modes.

Paper Skew is generally caused because of faulty registration rollers, uneven pressure of registration springs or the other feed components. Please check feed area for any physical


obstruction to paper movement. The adjustment specification is to have two extreme scales at ± 1mm.

3. � & � - Jitters (A3/A4 size copies): Jitter causes localized blurring of image in straight lines

on copy. Jitters are caused because of improper Copy Paper movement or because of jerky Scanner movement. To distinguish between the two use the following guidelines:

1. Copy paper movement: If the copy paper movement is obstructed during the image

transfer the drum movement will cause a black band on the copy, hence the jitter caused due to paper movement will cause black band on the fine grey bars at section “�” or at section “�”.

2. Scanner movement: If the scanner movement is obstructed a higher amount of light will fall momentarily in the particular area, hence the jitter thus caused will leave a white band on the fine grey bars at section “�” or at section “�”. Check for any Jitters on bars section “�” or “�” and troubleshoot them by identifying the source of jitter.

4. � & � - White line(s) in half tone area / � & � - White line(s) in Solid area (A3/A4 size

copies): These sections are used to check if any white lines appearing vertically (along the feed direction) in the copies. Any white lines appearing on this section could be due to the improper Charging, Development or Transfer. Clean the relevant components for eliminating the white line problems.

5. � & � - Main scan / Horizontal magnification (A3/A4 size copies): The size of the lines at

Sections “�” & “�” are measuring 100 mm in length. When copies are made at 100% magnification ratio the length of lines must be measuring 100 mm ± 0.5 mm on copies. If it is out of specification, adjust the horizontal magnification using SP modes.

6. � & � - Sub scan / Vertical magnification (A3/A4 size copies): The size of the lines at

Sections “�” & “�” are measuring 100 mm in length. When copies are made at 100% magnification ratio the length of line must be measuring 100 mm ± 0.5 mm on copies. The length of the line may vary on copies due to the Scanner speed. If it is out of specifications adjust the scanner speed (Vertical Magnification) using SP modes.

7. � - Solid Black Area: This square block in the section “�” of test chart represents the ability

of producing the solid area density by the copier. This must be completely black without any white spots or the grey areas within it.

8. � - Photo image: Use the photo mode in the copier (where applicable) to check the quality

of photographs printed on copies using this section. 9. � & � - Scanning bit error (Max. A3/A4 size copies): This section is used in digital copiers

only for checking the alignment of the black angular pixels while scanning. The angular lines should appear without any breakage i.e., it should not look like a saw tooth line.


10. � – Letter: Use this section for checking the clarity of reproduction of the Letters (Alphabets). The smallest alphabets shown at section “�” should be clearly resolved on the copies.

11. � & � - Uneven Image Density (Max. A3/A4 size copies): These sections are used to check the evenness of copy density on both the

ends (Top & Bottom) of the copies. Compare section “�” with shaded section “�” or section “�” with shaded section “�”. Both ends must at the same density level. The uneven Exposure lamp intensity affects side to side density for grey bar. Adjust exposure lamp intensity through SP modes in small steps until the lightest band on both ends just appears (slightly visible) on copies. 12. � - ID Balance of Solid Black Areas: Section “�” is used to check the balance of solid areas

on the four corners of the copies. Solid circles on four corners of the copies must be totally black without any shade or white patches. The components that may affect the side to side density are Exposure lamp position, Optics adjusting plates, Charge balance, Developer brush height or Cross-mixing.

13. � – Resolution: Section “�” is used to check the image resolution on the copies. All the lines

in the Scale 2.8 in both, the horizontal & the vertical direction, should be fully resolved (lines not merging into each other). This must be checked at both ends as well as at the centre of the test chart (resolution scale just above shaded section “�” & just below section “�” at the centre for A3 copying). Adjust Scanner position or Focus adjustment in small steps till the scale 2.8 is clearly visible on copies.

Please Note

1. It is advised that the test chart should not be used for demonstrating the copy quality to

customer. All the copies made using test chart must be destroyed before leaving the customer premises.

2. Adjust Copy Quality as per specifications and correct sequence as explained in the service manual

3. Do not disturb any adjustment unless you are sure. 4. Keep the test chart clean and free from any Toner marks. It is advised to keep test

charts in an envelope preferably plastic cover. 5. Test chart is a Service Tool, please use it.


Annexure 10

B

B,C

D

E

B

F H

L

J

K

M M

IN

OP

P S

Q

R

E,U T

V W

G

Use this for A3 copying specifications

Use this for A4 copying specifications


2.4 Service Reporting:

Objective: It is RICOH’s endeavour to help Dealers run an efficient service operation to achieve enable end Customer satisfaction. To meet this objective it is essential that service performance is analysed and a feedback is given to the Dealer. Dealer is, therefore required to send certain service information in form of scheduled reporting. This module will familiarise the Dealer with Ricoh service reporting process & schedule.

2.4.1 Reports, responsibility and reporting Schedule

Report Explanation Responsibility Schedule

Service Call Sheet

Sheet filled by ST after completing service call. To be sent to WORK CENTRE EXECUTIVE in the supporting branch

Dealer’s WORK CENTRE EXECUTIVE

Weekly batch of the SCRs to be sent

4C/AMC Agreement Copies

A copy of signed contract form between the Dealer & Customer to be sent to the branch WORK CENTRE EXECUTIVE of supporting branch.


By last Working day of the month

Install Report To be filled in by an ST in duplicate & counter signed by customer after each installation. One original install report to be sent to branch WORK CENTRE EXECUTIVE.


Weekly batch of the Install Report to be sent .

NECR Technical report of new machine installed. To be sent to the branch WORK CENTRE EXECUTIVE


Weekly batch of the NECR Along with Install Report to be sent .

Service Call Log Format used to log the service requests from the customer. Copy for the month to be sent to Branch WORK CENTRE EXECUTIVE


Weekly batch of the Service Log along with SCR’s to be sent .

Reporting on Non-Ricoh Supplies

To report on the non RICOH supplies vendor giving details like cost, vendor’s address, packing /container of the item etc. to the Branch Service Head

Dealer On As and When basis

Bi-monthly Indent Format through which purchase of stocking level spares/consumables is carried out. To be sent to Branch Service Head.

Dealer Dates, as communicated by supporting branch

Monthly MIF report

A format through which the model wise & status wise MIF in Dealer location is reported. Any deletion in MIF is also reported by this report (Annex-9). This report is sent to branch WORK CENTRE EXECUTIVE.

WORK CENTRE EXECUTIVE

On last working day of the month.


2.4.2 Work Control Desk: The WORK CENTRE EXECUTIVE is RICOH’s interface with the customer who wants to log their request for service. It is WORK CENTRE EXECUTIVE’s responsibility to ensure that a customer’s machine is up in shortest possible time. Call Logging: WORK CENTRE EXECUTIVE needs to log the customer’s request for service along with the call time & reason for breakdown in the logbook. WORK CENTRE EXECUTIVE will use Julian calendar and decimal time while logging a call (also refer to point 1 & 2 of section 2.4.4). SCR retrieval & processing: After getting the SCR back from ST after completion of call, WORK CENTRE EXECUTIVE will make the entry in the logbook & MRC. Broken call Chart: If the ST has broken a call (refer to point 17 of section 2.4.3) it is the WORK CENTRE EXECUTIVE’s responsibility to track & ensure early completion of such calls through ST. To facilitate timely completion of broken calls, WORK CENTRE EXECUTIVE needs to track such calls by writing & prominently displaying the customer’s name, call broken date & cause for broken call on a chart in front of his / her desk. After completion, the call will be struck off from broken call chart. Refer to the format as below:

Broken call track chart Customer Name Date

broken Reason Broken Call Closed

on Remarks


2.4.3 Filling instructions for SCR

The Service Call Sheet (SCR) is to be completed by the Engr. to whom a job has been assigned. When assigning jobs to engineers in the morning it is the responsibility of the WORK CENTRE EXECUTIVE to fill in the header details of the SCRs. A separate SCR should be used for each job. The WORK CENTRE EXECUTIVE therefore, either enters the following information on the SCR or relays it over the telephone to the engineer.

1. CUSTOMER NAME AND ADDRESS. 2. TELEPHONE NUMBER AND CONTACT NAME. 3. CALL REASON - Enter either problem code displayed

by machine or problem as described by customer.

4. AREA CODE - Machine location code (see Codes) 5. JOB REF. NO. - Enter 5 digit Job Reference

Number. First 3 digits indicate Julian Calendar day of call receipt and last 2 digits indicate serial number of the call during the day.

6. M/c No. - Enter last four digits of machine Serial number.

7. MODEL - Enter relevant model number. 8. S - Machine Status (Contract Type). 9. DOCUMENT NO.- This filled by W/C for indexing and ease of retrieval of SCR at a later date. 10. CALL TIME - Time when call was received at work

control. Required only for Customer Request Calls. a. TIME DESPATCHED - Enter the time the ST was moves to the

customer’s site. ( From Office or from Another customer Place) 11. TIME ARRIVED - Time when Engr. reaches the

machine (not the premises of the customer).

12. METER READING - The total meter reading as displayed at time of arrival.

13. DAY NUMBER - Julian Calendar day of activity. 14. MAIN ACT - Enter Code and time taken to

perform maintenance activity.

15. INDIRECT ACT - If any indirect activity carried out during a call i.e. visit to stores, enter relevant code and time of activity.


16. INC RC - Incomplete reason code. To be entered when Engr. breaks

call for any reason. Enter relevant broken call code on SCR. On return visit day the same code should be repeated in Maintenance Activity code column.

17. TOTALS - Mention total time spent on activities for the job. 18. CALL COMPLETED - Enter Julian Calendar day

and time of call completion 19. REMARKS - Qualitative information about the

call may be entered here. 20. LAUNCH DATA- Enter relevant Symptom, Cause,

Action codes. Tick SRF column if parts have been used.

21. ST NO. - Enter the relevant Service Technician number. 22. ST SIGN. - Service Technician’s signature.

FOR NON – BILLABLE SERVICE

23. NOM - Enter the relevant SRF Nominal Code under which the part was

used. 24. ITEM NO. - Serial number of part. 25. PART NUMBER- Enter 8 digit alpha-numeric

number of part used. Alphabet to be written within the bold lines.

26. DESCRIPTION - Name of part used.

27. QTY USED - Number of each part used.


29. Work control should make sure that SCR are handed over by the Service Technician on the day of completion of the job or at the earliest possible time thereafter. After checking that the SCR is complete in all respects, WORK CENTRE EXECUTIVE makes a completion entry in the log book & marks a tick in last column to indicate receipt of SCR. Before filing SCR in month order, give a running document number for ease of tracing the document at a later stage.

30.To keep control on timely submission of SCR, WORK CENTRE EXECUTIVE should make a weekly missing SCR list ST wise and display in the location. A copy should also be handed over to the Dealer for his focus.

2.4.4 Common terms used in service 1 Julian Calendar (Working Days – Ricoh India Ltd.) Working Days in standard Julian Calendar are serially numbered from 001 ; 001 being 1st working day of the year. Day number used as pre-fix for Ref. No. and also for determining inter-call period etc. Calendar may vary from region to region due to differing holidays and will be provided by supporting branch to the Dealer.

2 Decimal Time All time reporting is based on 24 hrs clock with hours expressed as it is and minutes are converted into decimals time by dividing minutes by 6. A remainder of up to three minutes is ignored while more than three minutes is rounded off to the next digit. Example:

• 4.15PM= Hr. 16 Min 15/6 =2 . 3 minutes remainder ignored So time=16.2 • 1.25PM= Hr. 13 Min. 25/6=4 & 1 minute remainder ignored So

time=13.4 • 11.34AM=Hr. 11 Min. 34/6=5 & 4 minute remainder rounded off to next digit so the time =11.6

3 Consumables Materials used up in the normal operation of a product (e.g. Drum, Toner, Developer, etc. in Xerographic equipment). 4 Daily Print Volume (DPV) Number of copies made per working day. Also, Monthly Copy Volume = DPV X No. of days in month. 5 Machines in field (MIF) All machines in field

6 Module A separate physical and functional unit or sub-assembly, which can be replaced as one entity.


7 Repeat Call CR call received before a targeted number of elapsed days since the last CR call.(Ref. to the table).

8 Reliability/MCBC Specific period for which a machine performs without a failure. May also be expressed as quantum of production in that period. Usually expressed in copies between calls ‘CBC’.

9 Down Time Time a machine is not available to customer to perform its function( Measured from the time call is logged to the time machine is made fully functional)

10 Up Time Time a machine is functionally available to a customer.

11 Response Time Number of working hours between/receipt of a customer’s request for a service and arrival time of the ST at the customer’s premises.

12 Call Time Time at which the customer’s request for service is received at Work Control. It is recorded with in Ricoh Working hours.

13 Time Dispatched Time at which ST is dispatched for Service Call. In case more than one call is being attended to in series by the Engineer, time dispatched for succeeding call will be same as call completed time for preceding call.

14 Time Arrived Time at which Service Engineer arrives at the machine site to perform the service call.

15 Travel Time Time to travel from Service Office to customer (M/c site) or from one customer to next customer. Travel Time during Ricoh working hours only is reported.

16 Call Completed Time Time at which the Service Call is completed.

17 Logistics Time Time spent after commencing a job in picking up spares from stores or locally repairing a part.

18 Job Time Excluding logistics time, if any all the time spent at the customer’s place during a service call is treated as Job Time.

19 Ricoh Hours. Normal working hours e.g.: 0915 to 1730 hrs.


2.4.5 List of Activity Codes

DIRECT ACTIVITY CODES 01 - Customer request call ( Related to RT, DT, Reliability). 22 - Customer Education Call (Key Operator Training Call).

If given at the time of install, then to be merged with 30 code. 60 - Abort Call (Machine not available / wrong machine / office

closed / Power cuts etc.) 40 - Technical Assistance required 41 - Spares Replacement (Available at dealer stores) 42 - Spares Replacement (Not available at dealer stores) 43 - Other Reasons (No power, Call pressure) 30 - Installation call 31 - Dis-install / Resite Machine Call 14 - Courtesy Call (C.C.)

INDIRECT ACTIVITY CODES 86 - Special Activities.

• Prepare machine for Demo / Exhibition. • Support during Demo / meeting with customer of Sales Person. • Inspecting machine to bring under Ricoh service contracts.

85 - Extended maintenance of machine at branch location. 83 - Logistic Time (To obtain parts from stores during a call. Includes Travel Time to

stores and back.) Launch Data/ Product SCA codes

Refer to Annex.-6

Nom Code

300- Issue of Toner/Oil to Rental customers 145- Issue of Drum/Developer for Rental customers 140- Normal Issue 400- Issue of Toner/Oil to 4C customer 550- Customer Sale 600- Consumables for own use machine


2.4.5 Location-wise list of Dealer ST codes:

THE DEALERST'S ENGR. CODE BRANCH AREA ENG_CODE BRANCH AREA ENG_CODE

AHMEDDEALERD BHARUCH 7135 DELHI AGRA 7112 AHMEDABAD BHAVNAGAR 7301 DELHI GURGAON 7111

AHMEDABAD GANDHIDHAM 7305 DELHI GURGAON 7136 AHMEDABAD JAMNAGAR 7130 DELHI MEERUT 7109

AHMEDABAD RAJKOT 7304 DELHI NOIDA 7108 AHMEDABAD SURAT 7302 DELHI NOIDA 7149 AHMEDABAD SURAT 7320 HYD HYD (MET) 7221 AHMEDABAD VAPI 7303 HYD HYD (MET) 7243 AHMEDABAD VAPI 7333 HYD HYD (MET) 7244 AHMEDABAD VERAWAL 7131 HYD HYD (MET) 7213 AHMEDABAD BARODA 7328 HYD HYD (MET) 7212 AHMEDABAD BARODA 7329 HYD HYD (MET) 7237 AHMEDABAD BARODA 7330 HYD WARANGAL 7219 AHMEDABAD BARODA 7331 HYD WARANGAL 7231 AHMEDABAD MAHESANA 7332 JAIPUR AJMER 7125 BANGALORE CALICUT 7222 JAIPUR AJMER 7147 BANGALORE COCHIN 7201 JAIPUR BHILAI 7423 BANGALORE COCHIN 7202 JAIPUR BHOPAL METRO 7435 BANGALORE DAVANGERE 7226 JAIPUR BHOPAL METRO 7444 BANGALORE HASAN 7224 JAIPUR BHOPAL METRO 7449 BANGALORE HUBLI 7214 JAIPUR BHOPAL METRO 7450 BANGALORE HUBLI 7238 JAIPUR BIKANER 7124 BANGALORE HUBLI 7240 JAIPUR BIKANER 7145 BANGALORE KOTTAYAM 7205 JAIPUR CHURU 7157 BANGALORE MANGALORE 7228 JAIPUR CHURU 7158 BANGALORE MANGALORE 7230 JAIPUR GWALIOR 7308 BANGALORE MYSORE 7225 JAIPUR INDORE 7306 BANGALORE MYSORE 7234 JAIPUR INDORE 7326 BANGALORE MYSORE 7241 JAIPUR JABALPUR 7307 BANGALORE PALGHAT 7223 JAIPUR JABALPUR 7327 BANGALORE TIRUNELVELLI 7218 JAIPUR JODHPUR 7121 BANGALORE TRICHUR 7204 JAIPUR JODHPUR 7156 BANGALORE TRIVANDRUM 7203 JAIPUR KOTA 7122 BANGALORE TRIVANDRUM 7227 JAIPUR KOTA 7146 BANGALORE TRIVANDRUM 7232 JAIPUR NAGPUR 7310 BANGALORE TRIVANDRUM 7233 JAIPUR NAGPUR 7321


THE DEALER ST'S ENGR. CODE(cont.) BRANCH AREA ENG_CODE BRANCH AERA ENG_CODE

BOMBAY THANE 7502 JAIPUR NAGPUR 7322 BOMBAY THANE 7505 JAIPUR NAGPUR 7434 BOMBAY VASHI 7501 JAIPUR NAGPUR 7440 BOMBAY VASHI 7504 JAIPUR NAGPUR 7441

CALCUTTA AGARTALA 7430 JAIPUR SATNA 7422

CALCUTTA AIZAWL 7429 JAIPUR UDAIPUR 7123

CALCUTTA BEHRAMPUR 7427 LUCKNOW ALLAHABAD 7114

CALCUTTA BHAGALPUR 7424 LUCKNOW ALLAHABAD 7155

CALCUTTA BHUBANESWAR 7425 LUCKNOW BAREILLY 7117

CALCUTTA BONGOIGAON 7403 LUCKNOW BAREILLY 7154

CALCUTTA CUTTACK 7426 LUCKNOW GORAKHPUR 7120

CALCUTTA DHANBAD 7413 LUCKNOW HALDWANI 7419

CALCUTTA DIBRUGARH 7402 LUCKNOW HALDWANI 7439

CALCUTTA DIMAPUR 7431 LUCKNOW JHANSI 7421

CALCUTTA DURGAPUR 7410 LUCKNOW KANPUR 7151

CALCUTTA GANGTOK 7407 LUCKNOW KANPUR 7152

CALCUTTA GAYA 7414 LUCKNOW MORADABAD 7119

CALCUTTA HALDIA 7408 LUCKNOW MORADABAD 7153

CALCUTTA IMPHAL 7432 LUCKNOW MORADABAD 7159

CALCUTTA IMPHAL 7448 LUCKNOW MORADABAD 7160

CALCUTTA ITANAGAR 7405 LUCKNOW VARANASI 7115

CALCUTTA ITANAGAR 7447 PUNE AHMEDNAGAR 7319

CALCUTTA JAMSHEDPUR 7412 PUNE AURANGABAD 7309

CALCUTTA NAGAON 7404 PUNE AURANGABAD 7324

CALCUTTA PATNA METRO 7437 PUNE DHULIA 7337

CALCUTTA PATNA METRO 7445 PUNE DHULIA 7338

CALCUTTA RANCHI 7411 PUNE GOA 7315

CALCUTTA ROURKELA 7415 PUNE GOA 7325

CALCUTTA SHILLONG 7401 PUNE GOA 7336

CALCUTTA SILCHAR 7428 PUNE JALGAON 7314

CALCUTTA SILIGURI 7406 PUNE KOLHAPUR 7339


THE DEALER ST'S ENGR. CODE(cont>) BRANCH AREA ENG_CODE BRANCH AREA ENG_CODE

CHANDIGARH AMBALA 7106 PUNE NASIK 7316

CHANDIGARH AMBALA 7138 PUNE NASIK 7323

CHANDIGARH AMRITSAR 7103 PUNE SANGLI 7317

CHANDIGARH DEHRADUN 7418 PUNE SANGLI 7334

CHANDIGARH DHARAMSHALA 7132 PUNE SATARA 7313

CHANDIGARH HISSAR 7132 PUNE SATARA 7335

CHANDIGARH JALLANDHAR 7104 PUNE SHOLAPUR 7318

CHANDIGARH JALLANDHAR 7137 CHENNAI MADURAI 7209

CHANDIGARH JAMMU 7128 CHENNAI NELLORE 7217

CHANDIGARH JAMMU 7143 CHENNAI OOTY 7208

CHANDIGARH JAMMU 7144 CHENNAI PONDICHERRY 7211

CHANDIGARH KARNAL 7133 CHENNAI SALEM 7216

CHANDIGARH PATHANKOT 7102 CHENNAI SALEM 7236

CHANDIGARH PATIALA 7127 CHENNAI TIRUPATI 7207

CHANDIGARH PATIALA 7142 CHENNAI TIRUPUR 7206

CHANDIGARH ROOKEE 7420 CHENNAI TIRUPUR 7235

CHANDIGARH SHIMLA 7107 CHENNAI TRICHY 7210

CHANDIGARH SHIMLA 7141 CHENNAI VELLORE 7215

CHANDIGARH SRINAGAR 7101


2.4.6 Branch-wise list of Dealer location area codes:

LOCATIONS AREA CODES LOCATIONS AREA CODES METRO REMOTE METRO REMOTE

CHANDIGARH CHENNAI SRINAGAR 0211 0212 COIMBATORE 2203 2204 PATHANKOT 0213 0214 TIRUPUR 2211 2212 AMRITSAR 0215 0216 TIRUPATI 2213 2214 JALLANDHAR 0217 0218 OOTY 2215 2216 LUDHIANA 0219 0220 MADURAI 2217 2218 AMBALA 0221 0222 TRICHY 2219 2220 SIMLA 0223 0224 P.CHERRY 2221 2222 PATIALA 0225 0226 NELLORE 2223 2224 JAMMU 0227 0228 SALEM 2225 2226 HISSAR 0231 0232 VELLORE 2227 2228

KARNAL 0233 0234 HYDERABAD DHARAMSHALA 0235 0236 HYD DISTRB. 2311 2312 ROORKEE 4131 4132 WARRANGAL 2315 2316

DEHRADUN 4127 4128 BANGALORE

JAIPUR MANGALORE 2403 2404 KOTA 0311 0312 HUBLI 2411 2412 UDAIPUR 0313 0314 MYSORE 2413 2414 JODHPUR 0315 0316 DAVANGERE 2415 2416 BIKANER 0317 0318 HASSAN 2417 2418 AJMER 0319 0320 COCHIN 2101 2102 ALWAR 0321 0322 TRIVANDRUM 2113 2114 CHURU 0323 0324 TRICHUR 2115 2116 BHOPAL 4501 4502 KOTTAYAM 2117 2118 INDORE 4511 4512 CALICUT 2119 2120 NAGPUR 4513 4514 PALGHAT 2121 2122 JABALPUR 4515 4516 GWALIOR 4517 4518 BHILAI 4519 4520 SATNA 4523 4524

LOCATIONS

AREA CODES

LOCATIONS

AREA CODES


METRO REMOTE METRO REMOTE

AHMEDABAD LUCKNOW BARODA 0403 0404 KANPUR 4111 4112 SURAT 0411 0412 ALLAHABAD 4113 4114 VAPI 0413 0414 VARANASI 4115 4116 JAMNAGAR 0415 0416 BAREILLY 4119 4120 GANDHIDHAM 0417 0418 MORADABAD 4123 4124 VERAWAL 0419 0420 GORAKHPUR 4125 4126 BHARUCH 0421 0422 HALDWANI 4129 4130 RAJKOT 0423 0424 JHANSI 4133 4134

BHAVNAGAR 0425 0426 BOMBAY

CALCUTTA VASHI 6111 6112 HALDIA 4311 4312 THANE 6113 6114

DURGAPUR 4313 4314 PUNE ROURKELA 4315 4316 NASIK 6211 6212 GANGTOK 4317 4318 JALGAON 6213 6214 BHUBANESHWAR 4319 4320 AURANGABAD 6215 6216 CUTTACK 4321 4322 SANGLI 6217 6218 BHUTAN 4323 4324 SHOLAPUR 6219 6220 SILIGURI 4325 4326 SATARA 6221 6222 BEHRAMPUR 4327 4328 GOA 6223 6224 PORT BLAIR 4329 4330 KOLHAPUR 6203 6204 PATNA 4401 4402 DHULIA 6227 6228 JAMSHEDPUR 4411 4412 DELHI RANCHI 4413 4414 NOIDA 0111 0112 GAYA 4415 4416 MERRUT 0113 0114 BHAGALPUR 4417 4418 FARICOHABAD 0115 0116 DHANBAD 4419 4420 GURGAON 0117 0118 GUWAHATI 4201 4202 AGRA 0119 0120 SILCHAR 4211 4212 AIZWAL 4213 4214 SHILLONG 4215 4216 DIBRUGARH 4217 4218 BONGOIGAON 4219 4220 AGARTALA 4221 4222 NAGAON 4223 4224 DIMAPUR 4225 4226 ITANAGAR 4227 4228 IMPHAL 4229 4230

2.5 Service Options and rates for customers


2.5.1 Service options: Following service options are available for the customers:

1. 4C 2. AMC 3. ASC 4. C&M

1. 4C: Comprehensive customer care contract (4C) - Under this contract customer is supplied all spares, consumables (except paper, stapler pins & electricity) and service in lieu of a fixed charge per copy/print, billed at the end of the month for copies /prints done in the month. This contract option should be offered in METRO locations (refer to the definition above).

2. AMC: Annual Maintenance Contract - Under this option customer is provided all spares

and service but not consumables, in lieu of a fixed annual charge as indicated in above table. This should be offered in REMOTE (refer to the definition above) locations for copiers. SSC: Spares & Service Contract (for faxes only) - This service option is for period of 3 years. Customer is provided spares (not consumables) and service under this agreement

3. ASC: Annual Service Contract - Under this option the customer is provided service only,

all spares and consumables are to be bought by the customer. This should be offered in REMOTE (refer to the definition above) locations for copiers.

4. C&M: Call and Material - This service option is available for the customers who do not want to enter into any service agreement. Under this option the customer pays for each service call at the rate mentioned above & for the spares/consumables, which may be required to repair the machine.

Note: The contract option should be mutually agreed between the customer & Dealer. However Dealer cannot refuse a 4C contract to a Metro customer & an AMC / ASC contract to a remote customer.

2.5.2 Service Option Rates


S.NO MODEL SERVICE OPTIONS AND RATES AMC ASC C&M (per call)

Copier 4C R-I* R-II* R-I* R-II* Metro R-I* R-II* 1 FT 3313/3013/3513/3613 33p 9K 12K 5K 8K 0.75K 1.2K 1.5K 2 FT 4215/4015/4615 33p 10K 13K 6K 9K 0.75K 1.2K 1.5K 3 FT 4065/4068 33p 7K 10K 5K 8K 0.75K 1.2K 1.5K 4 FT 4422/5422 33p 15K 20K 10K 15K 0.75K 1.2K 1.5K 5 FT 4730/4495 29p 12K 15K 7K 12K 0.75K 1.2K 1.5K 6 FT 4027/4327/5035/5632/5840 29p 15K 20K 10K 15K 0.75K 1.2K 1.5K 7 FT 6350/7650/6950 29p 15K 20K 10K 15K 0.75K 1.2K 1.5K 8 Aficio 1013 /1013 F 45p 7% of floor price NA NA 0.75K 1.2K 1.5K 9 Aficio 1015/1018/1018 D/1022/1027 43p 7% of floor price NA NA 0.75K 1.2K 1.5K 10 VT 1730/1800 NA 27.5K 34.5K NA NA 0.75K 1.2K 1.5K 11 FW 810 9.0Rs 30K 39K NA NA 0.75K 1.2K 1.5K Fax

SSC (3yrs)**

ASC

12 FAX 170/180 NA 9K 9K 2K 2K 0.75K 1.2K 1.5K 13 FAX 240 NA NA NA NA NA 0.75K 1.2K 1.5K 14 FAX 550 NA 12K 12K 2.5K 2.5K 0.75K 1.2K 1.5K 15 FAX 800/880 NA 16K 16K 4K 4K 0.75K 1.2K 1.5K 16 FAX 1400L NA 15.8K NA 4.5K NA 0.75K 1.2K 1.5K 17 FAX 1800L NA 20K NA 5K NA 0.75K 1.2K 1.5K 18 FAX 2700L/3000L/2000L NA 20K 20K 5K 5K 0.75K 1.2K 1.5K

All contract values are subject to change.

Prices are excluding taxes. *R-I: A remote location which is beyond 50 KM but less than 200 KM & total travel time is < or = 6 Hrs. *R-II: A remote location, which is > 200KM& total travel time is >6 Hrs. Metro: The city/town where a dealer has his office and the area within 50KM of the DEALER’s office. **SSC: This contract option should not be offered for the fax machines, which were sold more than 5 years ago. NA- Contract option not available


2.6 Service manuals and parts catalogues: Service Manuals& Parts Catalogues for a particular product are provided to the STs free of cost at the time of product training. For any subsequent requirement these are available at a price indicated in the table below. Please note that the service/parts manuals for the models, only, on which ST is trained, will be issued against the prices listed below: Part Catalogue: Rs 200/= per Model Service Manual: Rs 300/= per Model


2.7 Recommended life of fast moving inventory:

For optimum equipment performance, replacement of fast moving spares is recommended on life indicated in the table below.

2.7.1 MODEL WISE FAST MOVING PARTS LIFE

S.No. Part Description

FT3013/ 3313/ 3513

FT4215/ 4422

FT4065 Phoenix FT4015/ 4615/3613

1 Paper feed roller 160000 120000 250000 120000 90000 2 Pick-up roller NA 120000 NA 120000 NA 3 Reverse/separation roller NA 120000 NA 120000 NA 4 Corona wires 80000 60000 100000 NA 90000 5 Grid 160000 120000 NA NA 90000 6 Charge roller NA NA NA 120000 NA 7 Hot roller 80000 180000 100000 120000 90000 8 Pressure roller 160000 180000 100000 240000 90000 9 Cleaning blade 80000 120000 50000 120000 90000 10 Transfer belt NA NA NA 240000 NA 11 Tr. belt. Cleaning blade NA NA NA 120000 NA

12 Oil supply roller/pad NA NA 50000 NA NA


2.7.2 MODEL WISE TARGET YIELD OF CONSUMABLE Please note that above spares/consumables lives are indicative. RICOH will not be responsible for any deviation from the indicated yields, which may vary depending on the site & environmental conditions, type of originals, equipment usage, quality of throughput material (paper), STs skill level and AMCV.

MODEL TONER DEVELOPER DRUM Description Target Yield* Description Target Yield* Part No. Target Yield* FT1008/1208* Type 1215 3.0K NA NA A 2269510 30K FT 3013/3213/3513/ Type 320 E 10.0K Type 310 80K A0779510 80K 3713/3313 370g/CTR 1Kg/bag FT 4015/4018/4615 Type1305 6.0K Type3 45K A2199510 45K 4618/3613/3813 215g/CTR 370g/bag FT 4215 Type 410 9.5K Type 410 80K A0699510 80K 380g/CTR 1Kg/bag FT 4422 Type 420 9.5K Type 310 80K A0699510 80K 380g/CTR 1Kg/bag FT 4027/4327/5035/ Type 4501 17.0K Type 1 100K A1539510 120K 5535/5632/5640/ 415g/ bottle 1Kg/bag 5832/5840 FT 6350/7650 Type F400 38.0K Type 1 120K A0966510 360K 1140g/bottle 1 Kg/bag FT 4065 Type 1 5.5K Type 4000 130K 54428801 100K 250g/bottle 1 Kg/bag FT 6950 Type 1 5.5K Type 4000 130K 54428801 100K 250/bottle 1Kg/bag FT 4730/4495 Type 5600 6.5K Type 4000 130K 54428801 100K 300g/ CTR 1 Kg/bag

*Based on the A4, 6% RICOH Standard Chart


2.8 Recommended Tool List

RICOH recommends that Service Technician use a standard Tool Kit. This toolkit has been recommended to cater to service of entire product range RECOMMENDED LIST OF TOOLS

1 DIGITAL MULTI METER 3.5 DIGITS 2 SOLDERING IRON SOLDRON (25 WATTS) 3 STAR SCREW DRIVER TAPARIA 862 4 STUBBY STAR SCREW DRIVER TAPARIA 855 5 STAR SCREW DRIVER SMALL TAPARIA 859 6 NOSE PLIERS TAPARIA 1430-160mm 7 COMBINATION PLIERS TAPARIA 1621 8 HALF ROUND FILE 6 INCH 9 HALF ROUND NEEDLE FILE 10 PLASTIC BOXES 2 Nos 11 ELEN KEY SET (1,1.5,2,2.5,3mm) 12 FEELER GUAGE In millimeters 13 TORCH SMALL 14 TWEEZER 15 CLEANING BRUSH 2 INCH 16 LINE TESTER TAPARIA 17 FLAT SCREW DRIVER TAPARIA 922 18 STAR SCREW DRIVER LONG TAPARIA 862-L 19 CIRCLIP PLIER 20 CUTTER KNIFE 21 METALLIC SCALE 6 INCHES 22 TOOL CASE VIP CLASSIC

2.9 ST Recruitment Guidelines:


Service Technician is the most important interface with the Customers, once the machine has been installed. The quality of his interaction with the Customer & handling of the customer’s service requirement determines our reputation & chances of further business with the customer. It is therefore important that the ST recruited meets the minimum laid down standard. 2.9.1 Assessment form for ST recruitment To enable the Dealer to shortlist the candidates by conducting the preliminary interview, the Preliminary Interview Assessment Format is attached as Annex-8. After short-listing the candidates, Dealer is required to forward the individual assessment sheets to supporting branch. The Branch Service Head will then conduct technical assessment to identify the candidate to be recruited as ST.

2.9.2 Recommended remuneration: It is recommended that the Dealer provide ST with a good remuneration in line with regional trends and standard. However it should preferably not be below the guidelines given below. The package given below is recommended to ensure a long stint of ST with the Dealer, which is necessary in this industry for a good and healthy service set up. Suggested guidelines for Remuneration: Basic : Rs 4000 per month Conveyance : Rs 750 per month House Rent : Rs 1000 per month Total : Rs 5750 per month

In addition the Dealer must comply with all the legal procedures & processes governing the payment of wages and working hours as per Shops & Establishments Act..

3. RICOH FIELD SUPPORT PROGRAM 3.1 Objective: It is Ricoh’s endeavour to provide dealers with Service Management

Systems and Technical Support to ensure RICOH products function with the highest degree of reliability.

3.2 FPR and Issue Escalation Process

Both these processes are designed to provide SOS support to the dealer for Customer Service related issues. FPR process is specifically designed to provide support to the dealer for equipment performance issues and all other issues should be escalated through Issue Escalation Process.


3.2.1 Field Problem Report (FPR):

This process gives a dealer guideline to escalate a technical problem to the supporting branch for technical support.

1. PROCESS In the event the ST is unable to repair the machine or if there is frequent breakdown of the machine the dealer ST raises the FPR (refer to Annexure-7), filling all the relevant portions of FPR format and sends it to ASM/BSM of the supporting branch. ASM/BSM give a feedback on the Field Problem thru same format (refer section ‘TSG reply’ of the FPR format). In event the dealer is unable to resolve the problem despite ASM/BSM’s feedback, the RICOH engineer will be sent to dealer location for support (also refer to section 3.4)

3.2.2 ISSUE ESCALATION PROCESS

This process is designed to maximise Customer Satisfaction by resolving Customer/ Dealer issues due to Products / supplies /services in the Dealer territories. 3.2.2.1 COVERAGE: A filled form from dealer to Branch Head expressing service concern will be covered under this process. 3.2.2.2 RESPONSIBILITY: Branch Heads will be responsible for resolution and reporting of dealer issues relating to their Branches. 3.2.2.3 PROCESS: All issues will be recorded on the Issue Escalation Form. (Form enclosed) This is to be maintained in the Branch/ dealer location. A serial no. will be marked on the Issue Escalation Form. This will comprise of year-month-running sr. no. for the month. Dealer to fill in the Issue Escalation Form and send to Branch Service Head along with a copy to Branch Head (please fax/courier for speedy resolution). If the issue is not resolved after three days of escalation, the dealer will check with the Service Manager by giving the relevant reference no. of Issue Escalation Form. If the problem is still unresolved after three days the Service Manager will automatically forward it to Manager-Service Planning in NSD at HO. The concerned manager at NSD will resolve all the issues within seven days of date of escalation.


3.2.2.5 DEALER ISSUE ESCALATION FORM

From: Mr.__________________________ DEALER LOCTION:________________ Telephone/Fax no.___________________

To: Mr.____________________________

Ricoh India Limited Location: _______________________

BRANCH REGION AREA OF ISSUE CODE TYPE OF ISSUE CODE ISSUE LOG NO.

YR MTH S..No

ISSUE ESCALATED ON ESCALATION FORM RECD ON

DATE ACKNOW’D BY RICOH

ISSUE RESOLVED ON

DAY MTH YR DAY MTH YR DAY MTH YR DAY MTH Yr

ISSUE IN BRIEF : ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ACTION TAKEN TILL NOW : ______________________________________________________________________________________________________________________________________________________________________________________

_____________________________________________________________


DEALER ‘s SIGNATURE Date :

FOR RICOH USE RESOLUTION OF ISSUE: ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ACTIONS / SUGGESTIONS TO PREVENT RECURRENCE: ______________________________________________________________________________________________________________________________________________________________________________________

____________________________________________________________

AREA OF ISSUE TYPE OF ISSUE

CO

DES A SALES

B SERVICE C FINANACE D OTHERS

1 SPARES 2 TECH. SUPPORT 3 BILLING 4 WRONG COMMITMENT

5 CONSUMABLES 6 CUSTR. RELATED 7 INCOM. ACTION 8 BEHAVIOUR


3.3 DSSM/ASM/BSM VISITATION PROGRAM

Objective: It is Ricoh’s endeavour to provide dealers with Service Management, Systems and Technical Support to equip them with efficient, effective and customer friendly service operations; Branch Service Management will initiate some visits to dealer locations to meet this objective. The specific action during these visits will be:

To review service process implementation Evaluate/Improve Technical competence of the ST

Meet customers to gauge their level of satisfaction with the service

rendered

Review dealer service profitability and give dealer specific feedback to improve profitability

Initiate/review action plans for improving Customer Satisfaction, service

profitability, technical competence and process implementation


3.3.1 DSE/DSSM/ASM/BSM Visit Checklist Location Visited:________________ Branch:__________

Process Assessment Rating Next steps*

1.Work Control review • Maintenance of logbook • Call allocation & RT control procedure • Track of broken calls

2.Quality & timeliness of reports 3.Inventory Process & level review

• Physical Stk Vs Stocking level • Timeliness of indents • E.Tel Process. Review E.Tels for stk level parts.

4.Complaint Resolution Process review Rating [on scale of 1(poor) to 5(Good)]

S.T.s Skill level review Done Y/N Next steps*

1.Do 3 formal accompaniment calls, do following: • Observe ST’s on job repair practices (2 calls) • Demonstrate correct practices by doing one call • Do toolkit audit to check completeness &condition Of tools & manuals 2.Provide inputs to the ST on the areas identified based on skill/knowledge evaluation. 3.Do 2 Quality Assessments, identify areas of improvement and prepare time bound action plans for improvement. 4.Check ST’s current technical problems and demonstrate the 5.Test ST’s understanding through the technical bulletins

___________________ _________________________ The Dealer’s Signature Visiting Manager’s Signature *Attach extra sheets (if required) to capture agreed Next Actions.


3.4 RICOH Engineer Visit Support

RICOH engineer may need to visit the Dealer location in case Dealer ST is not able to resolve the problem (Technical Support Visit). In above case the Dealer needs to send in a written request, agreeing to pay the engineer visit charges. The Support Call Charges are as under:

(a). IInd A/c Rail Fare (To & fro) from the Branch + Local Conveyance No per call charge shall be levied on the Dealer.

A Visit by RICOH Service Representative may also be necessary in case : (b). Dealer ST is not on board. (c ). Dealer ST is not available on account of training/leave.

For (b) and (c) a charge of Rs 1000/= per day shall be charged over and above the Travel charges as mentioned above.

There may also be cases where RICOH finds it essential to depute the engineer in following cases: • Customer Complaint resolution is delayed beyond reasonable limit. • Though dealer does not ask for support but RICOH finds it important to send the

engineer for any Customer Satisfaction related issue. In such cases the Dealer’s consent though desirable is not mandatory. The cost of visit (as per policy) will be debited to the dealer in such cases.


3.4.1 Dealer Support Charge Slip

DEALER SUPPORT CHARGE SLIP

A Dealer’s Name Location____________ B RIL Engineer’s Name E C No._____________ C1 Train Fare (II nd AC) Rs___________ C2 Local Conv Rs_________

D Total Support Charges (C1+C2) Rs__________

I Dealers Remarks: II RIL Service Representative Remarks:

Dealer’s Sign. Engr’s Sign. Ser. Manager’s Sign Branch Mgr’s Sign


3.5 On Line Technical Support: The objective of this policy is to provide a dealer ST technical support in an emergency. The support in such a case is provided telephonically. To provide such support the following conditions should be met:

The Call should be made from close to the machine. Only ST should make this call. ST should be trained on the product. He should have Service Manual and Point-To-Point diagram of the

product. This Support is available from 9.15AM to 5.30PM on all working days

(Monday to Friday except holidays) 3.5.1 Telephone number & Email ID to be contacted:

011-51613010 to 19 Extn. 1304, & 1308 [email protected] Contact persons: Mr. Anil Mehta - Technical Support & Training Manager Mr. Amit Gupta - Technical Support Manager


3.6 Recruitment and Induction Support: RICOH helps the dealer in recruiting and inducting (pre/post training) Service Technicians. The objective of this policy is to ensure following:

A candidate with right technical and personal profile is appointed. This is achieved by conducting the technical skill evaluation and final interview by supporting branch’s BSM.

The selected candidate is ready for the training through Pre-Training

Induction. Pre-Training induction is provided by DSSM/BSM of the supporting branch at the Dealer location before basic training.

ST is ready to handle on site service independently through Post-Training

Induction. Post-Training induction is provided in Branch location by DSSM/BSM of the supporting branch.

The detailed process on Recruitment & Induction is given in the section 5.2 & 5.4 of this manual.


4 Spare Parts Administration

SCOPE: In general, it is Ricoh’s intent to provide sufficient inventory of spares & consumables at each dealer location to adequately maintain the specific machines-in-field population. 4.1 Stocking levels:

Stocking level spare parts are defined as the fast moving spares, which a dealer

location would need to stock and replenish on a bi-monthly basis. It is mandatory that all stocking level spares/consumables are available with the dealer at any given point of time to ensure a high m/c Up-Time.

4.1.2 Recommended Stocking levels

On the following pages the model-wise recommended stocking levels are given for spares and consumables. Please note the stocking level for each spare, given on the following pages is for up to 50 machines. For more than 50 machines of any model the stocking level becomes double and so on.


4.1.2.1 STOCKING LEVELS FT-4065 PART NUMBER DESCRIPTION Unit ABA Price * 54422070 MAIN CORONA WIRE 42.00 54422084 TRANSFER CORO WIRE 176.00 54422080 T&S END BLOCK FRONT 42.70 95100494 T&S END BLOCK REAR 13.32 52093580 CLEANING BRUSH 1047.00 52093565/A0073565 CLEANING BLADE 456.00 52054181 GEAR 18 T 70.00 AE011006/AE011035 HOT ROLLER 1189.00 54424090/AE020001 PRESSURE ROLLER 1607.00 54422108 CORO WIRE SPRING 1.58 54474278 HOT ROLL STRIPPER 136.68 52094067 PRESSURE ROLL STRIPPER 5.55 52115368/52115250 FUSING THERMISTOR 1203.00 52115755/AX440006 HEATER LAMP 627.00 AX520009/52115303 EXPOSURE LAMP 946.00 54422637/AF033003 FRICTION PAD 15.00 52115712 P.S.U 2034.00 52094163 FUSER KNOB 19.52 52094410 OIL TUBES 5.90 A0264115/52154117 OIL BLADE 284.00 52094407 CAM GEAR 9.48 52154086 GEAR 40 T 77.22 54422616/52152619 FEED ROLLER 117.00 54424492 GEAR 20Z 4.52 52115400 PAPER FEED CLUTCH 500.00 54425373 REGISTRATION CLUTCH 761.00 54424130/52154130 OIL SUPPLY PAD 35.00 TOTAL = Rs 11,425/- *Subject to change by RICOH

4.1.2.2 STOCKING LEVELS 4027/5035/5632/5832


PART NUMBER DESCRIPTION Unit DEALER Price* AE044013 HOT ROLLER STRIP. 90.05A1532277 CLEANING BLADE 779.00A1572557 SPRING PLATE 26.00AB017366 PADDLE GEAR 73.00AF022079 VERTICLE DRIVE ROLLER 26.00AB017367 RIGHT PADDLE ROLLER 33.00A1533892 BELT CLEANING BLADE 421.00AF032027 SEPERATION ROLLER 98.33AE020050 PRESSURE ROLLER 2362.00AF031026 PAPER FEED ROLLER 204.93AF030025 PICKUP FEED ROLLER 119.00AA080200 BUSHING - 6x12x11 98.00A1573870 TRANSFER BELT 4143.00AB013909 IDLER GEAR 82.00AF032025 SEPERATION ROLLER 119.00AF031025 FEED ROLLER 239.00

TOTAL = Rs 8913/- *Subject to change by RICOH 4.1.2.3 STOCKING LEVELS 4015/4018/4615/4618


PART NUMBER DESCRIPTION Unit DEALER Price* A1904082 PRESSURE ROLLER 1397.00 A2194081 HOT ROLLER 1369.00 A1903550 CLEANING BLADE 417.00 A1903155 IDLER GEAR 16.57 A1903153 GEAR 24.83 A1903152 GEAR 24.83 A1843420 BOTTLE CHAK 24.83 A1903125 BUSHING 58.00 A1903156 CAM GEAR 41.40 A2193339 TONER BOT. HOLD. LEVER 66.23 A1843421 CHUCK SHAFT 24.83 A1841672 THERMOFUSE 394.33 A1902065 CHRG.COR.WIRE 84.00 A1903866 TRNFR.COR.WIRE 84.00 A1903880 DISCHARGE PLATE UNIT 237.00

TOTAL = Rs 4264/- *Subject to change by RICOH


TOTAL =Rs 6005/-

4.1.2.4 STOCKING LEVELS 4215 PART NUMBER DESCRIPTION Unit DEALER Price* 52062605 SEPARATION ROLLER 170.00 AB013430 GEAR 33Z 66.23 ABO13432 GEAR 35Z 49.68 AB013839 GEAR 36Z 148.00 AB013840 GEAR35 Z 213.22 AB013439 GEAR 23Z 24.83 AB013428 GEAR 35Z 33.12 AB011069 GEAR 45 Z 49.68 AB017166 GEAR 36Z / 20Z 66.23 ABO13431 GEAR 29Z 57.97 ABO13858 GEAR 15Z 41.4 AF031006 FEED ROLLER 290.00 AE030003 BALL BEARING 213.22 AF030002 PICK UP ROLLER 216.00 A0489001 CHARGE CORONA WIRE 131.00 A0489002 TRANSFER CORO. WIRE 131.00 A0489003 SEP. CORO. WIRE 131.00 AD022179 T&S END BLOCK FRONT 123.17 AD022180 T&S END BLOCK REAR 73.48 A1283552 CLEANING BLADE 369.00 A0699001 CLEANING ENT. SEAL 172.85 AE011035 HOT ROLLER 475.00 AE020016 PRESSURE ROLLER 1925.00 A1284313 PRESSURE ROLL. SPRING 16.57 A1281735/A1735917 EXPOSURE LAMP 817.00

*Subject to change by RICOH


4.1.2.5 STOCKING LEVELS 3313/3013/3213/3513/3713

PART NUMBER DESCRIPTION Unit ABA Price* A0779520 MAIN CORONA WIRE 175.00A0779522 TRANSFER CORO WIRE 175.00A0779521 SEP. CORO WIRE 175.00AD022233 T&S END BLOCK FRONT 98.33AD022234 T&S END BLOCK REAR 81.87AD002018/2044 CLEANING BLADE 1034.00AB017327 GEAR 21/40Z 114.88ABOI3437 GEAR 19Z 57.97AB013642 HOT ROLLER GEAR 41.40AE011033 HOT ROLLER 909.00AE020024 PRESSURE ROLLER 2550.00A0771668 SCANNER SHOE 49.68AE044015 HOT ROLL STRIPPER 175.00AX530011 EXPOSURE LAMP 1477.00AW020075 PHOTOINTURRUPTOR 73.4852053103 BUSHING 6mm 131.45A1521119 DEVELOPMENT JT. BKT. 498.00AB017358 24Z/33Z 49.6893430022 DRUM HEATER 128.00AX210029 PAPER FEED CLUTCH 1316.00

TOTAL = Rs 9311/- *Subject to change by RICOH


4.1.2.6 CONSUMABLES STOCKING LEVEL TONER

MODEL MIF=> 0-5 6-10 11-25 4215 3 5 11 3000 3 6 15 4015 4 7 17

PHOENIX 1 3 7 4065 4 8 20

4730/4495 3 7 16 4422 3 5 11

DRUM

MODEL MIF=> 0-5 6-10 11-25 4215 1 3000 1 4015 1 2

PHOENIX 1 4065 1

4730/4495 1 4422

1

DEVELOPER

MODEL MIF=> 0-5 6-10 11-25 4215 1 3000 1 4015 1 2

PHOENIX 1 4065 1

4730/4495 1 4422 1

NOTE:USE A COMBINATION OF 5,10,25 MACHINES TO ARRIVE AT THE STOCKING LEVEL FOR A DEALER MINIMUM STOCKING LEVEL IS AS INDICATED UNDER THE MIF '5'(FOR ONE M/C ALSO)

BESIDES ABOVE CONSUMABLES, FOR 4065,4495 & 4730 SILICON OIL IS ALSO REQD. RECOMMENDED STOCK IS 2 OILS FOR UPTO A MIF OF 5.


4.2 Spares/Consumable Indent Process 4.2.1 NORMAL INDENTS: Purpose of raising normal indents is to do a cyclic replenishment of the stocking level spares & consumables to ensure ready availability of inventory at any given point of time. A dealer should forward the Consumables & Spares Indent Form duly filled in, to the supporting branch. Two such indents, per month would be supplied free of handling & delivery charges. The Dealers are also advised to raise indents twice a month in order to provide in time service to the customers. Delivery Charges of more than two indents per month will be to the Dealer’s account. The normal indent processing time would be 7 working days. Incase any part dues out from the indent sent by a Dealer, RICOH’s supporting branch will keep a track of such pending orders and ensure speedy replenishment. All such indents should be raised in the attached Consumables & Spares Indent Sample Form. 4.2.2 Process:

• The Dealer raises the Indent, on Indent Form (sec 4.2.3) for stocking level spares on dates given by supporting branch. It should be marked to Service Head of branch.

• Branch validates the requirement against stocking levels & credit limits and dispatches the spares to the dealer.

• Any quantity dued out will be intimated to the Dealer by supporting branch and will be dispatched on receipt to the DEALER

4.2.3 Indent Form: These forms have been prepared model wise. See the formats on the next few pages.


Indent form 4065/4730 PART NUMBER DESCRIPTION Stocking Physical Quantity Level Balance Required 95000491 TONER (4065) A9540043 TONER CARTRICOHGE (4730) 889413 DEVELOPER 54428801 DRUM 96100544 SILICON OIL 54422070 MAIN CORONA WIRE 54422084 TRANSFER CORO WIRE 54422080 T&S END BLOCK FRONT 95100494 T&S END BLOCK REAR 52093580 CLEANING BRUSH 52093565/A0073565 CLEANING BLADE 52054181 GEAR 18 T AE011006/AE011035 HOT ROLLER 54424090/AE020001 PRESSURE ROLLER 54422108 CORO WIRE SPRING 54474278 HOT ROLL STRIPPER 52094067 PRESSURE ROLL STRIPPER 52115368/52115250 FUSING THERMISTOR 52115755/AX440006 HEATER LAMP AX520009/52115303 EXPOSURE LAMP 54422637/AF033003 FRICTION PAD 52115712 P.S.U 52094163 FUSER KNOB 52094410 OIL TUBES A0264115/52154117 OIL BLADE 52094407 CAM GEAR 52154086 GEAR 40 T 54422616/52152619 FEED ROLLER 54424492 GEAR 20Z 52115400 PAPER FEED CLUTCH 54425373 REGISTRATION CLUTCH 54424130/52154130 OIL SUPPLY PAD

Indent Form 4027/5035/5632/5832


PART NUMBER DESCRIPTION Stocking Physical Quantity Level Balance Required 889465 TONER 889455 DEVELOPER A1539510 DRUM AE044013 HOT ROLLER STRIP. A1532277 CLEANING BLADE A1572557 SPRING PLATE AB017366 PADDLE GEAR AF022079 VERTICLE DRIVE ROLLER AB017367 RIGHT PAADDLE ROLLER A1533892 BELT CLEANING BLADE AF032027 SEPERATION ROLLER AE020050 PRESSURE ROLLER AF031026 PAPER FEED ROLLER AF030025 PICKUP FEED ROLLER AA080200 BUSHING - 6x12x11 A1573870 TRANSFER BELT AB013909 IDLER GEAR AF032025 SEPERATION ROLLER AF031025 FEED ROLLER


Indent Form 4015/4018/4615/4618 PART NUMBER DESCRIPTION Stocking Physical Quantity Level Balance Required 889858 TONER 889855 DEVELOPER A2199510 DRUM A1904082 PRESSURE ROLLER A2194081 HOT ROLLER A1903550 CLEANING BLADE A1903155 IDLER GEAR A1903153 GEAR A1903152 GEAR A1843420 BOTTLE CHAK A1903125 BUSHING A1903156 CAM GEAR A2193339 TONER BOT. HOLD. LEVER A1843421 CHUCK SHAFT A1841672 THERMOFUSE A1902065 CHRG.COR.WIRE A1903866 TRNFR.COR.WIRE A1903880 DISCHARGE PLATE UNIT


Indent Form 4215/4422 PART NUMBER DESCRIPTION Stocking Physical Quantity Level Balance Required 887524 TONER (4215) 887704 TONER (4422) 887564 DVELOPER (4215) 889268 DEVELOPER (4422) A0699510 DRUM 52062605 SEPARATION ROLLER AB013430 GEAR 33Z ABO13432 GEAR 35Z AB013839 GEAR 36Z AB013840 GEAR35 Z AB013439 GEAR 23Z AB013428 GEAR 35Z AB011069 GEAR 45 Z AB017166 GEAR 36Z / 20Z ABO13431 GEAR 29Z ABO13858 GEAR 15Z AF031006 FEEDROLLER AE030003 BALL BEARING AF030002 PICK UP ROLLER A0489001 CHARGE CORONA WIRE A0489002 TRANSFER CORO WIRE A0489003 SEP. CORO WIRE AD022179 T&S END BLOCK FRONT AD022180 T&S END BLOCK REAR A1283552 CLEANING BLADE A0699001 CLEANING ENT. SEAL AE011035 HOT ROLLER AE020016 PRESSURE ROLLER A1284313 PRESSURE ROLL. SPRING A1281735/A1735917 EXPOSURE LAMP


Indent Form 3313/3013/3213/3513/3713 PART NUMBER DESCRIPTION Stocking Physical Quantity Level Balance Required 887631 TONER 889268 DEVELOPER A0779510 DRUM A0779520 MAIN CORONA WIRE A0779522 TRANSFER CORO WIRE A0779521 SEP. CORO WIRE AD022233 T&S END BLOCK FRONT AD022234 T&S END BLOCK REAR AD002018/2044 CLEANING BLADE AB017327 GEAR 21/40Z ABOI3437 GEAR 19Z AB013642 HOT ROLLER GEAR AE011033 HOT ROLLER AE020024 PRESSURE ROLLER A0771668 SCANNER SHOE AE044015 HOT ROLL STRIPPER AX530011 EXPOSURE LAMP AW020075 PHOTOINTURRUPTOR 52053103 BUSHING 6mm A1521119 DEVELOPMENT JT. BKT. AB017358 24Z/33Z 93430022 DRUM HEATER AX210029 PAPER FEED CLUTCH

IDC/POLICY/

UPDATE/APR 05

4.3 EMERTELS: Emertel is defined as an emergency requirement, which has caused such a breakdown to the machine that it cannot produce copies. It is mandatory for an Emertel to have a part no. & description of the spare requisitioned. Emertel would be accepted only on the prescribed format attached and should be faxed to the branch for faster processing. All the Emertels received till.1500 hrs would be processed the same day and the Emertels received after 1500 hrs would be processed on the next working day. A fixed delivery/handling charge of Rs 100/- per consignment will be levied for each Emertel consignment dispatched to the DEALER. It is advised that no Emertel for stocking of a stocking level spare or consumable should be raised. 4.2.1 Process:

• The Dealer faxes the Emertel on Emertel Format (sec 4.3.2) for the down machine.

• The branch dispatches the spare to the Dealer the same day if in stock and if Emertel is received before 3 PM.

• For the spares not in branch stock the branch will dispatch it on receipt from NLC. Availability status of such spares may be checked from supporting branch Service Head.

4.3.2 Emertel Form: See the format on the next page.


EMERTEL FORM

FROM: _______________

LOCATION_________TO : (BRANCH) _______________ DATE: ____________

EMT NO. PART NUMBER MODEL DESCRIPTION QTY CUSTOMER

NAME CAT* REMARKS

Category* A= completely down machine ; Category B= Machine generating copies

61


4.4 PCB Repair Policy RICOH offers a PCB repair service to the dealers. The repair service will consist of inspection, repair and invoicing to the dealer.

4.4.1 Charges: The repair charges of the PCB would be 70% of Dealer price subject to confirmation from Repair Centre on specific PCB found repairable. In case the PCB is found to be non-repairable dealer will not be entitled to the repair charges and will have to buy fresh PCB instead, at Dealer price. Please refer to the list of PCBs (as in Annexure -5), which are presently repairable. A Dealer will be entitled to a credit of 30% only on PCBs listed in Annexure - 5 of this manual.

4.4.2 Process:

The Dealer raises a requirement (refer to section 4.2.3 of this manual) for the PCB and the same is supplied at the Dealer price.

Defective PCB is returned by the dealer in original packing with fault tag duly filled to supporting branch.

The branch to send PCB under a separate load sheet to National Logistic Centre (Repair Centre). No inspection required by the branch.

Repair Centre to examine and authorize the reparability of the PCB. This authorization on the fault tag would be returned to the supporting branch in original. Based on the repair centre remarks 30% credit shall be given to the dealer if PCB is found repairable.

In the event the PCB is found non-repairable no discount will be given and the defective PCB shall be returned through courier on “To Pay” basis to if the Dealer a request for returning the old PCB.


RICOH INDIA LIMITED

FAULT TAG FOR REPAIRABLE PCBs

Dealer’s Name & address__________________________

__________________________________________________ __________________________________________________ Model : ___________________________________________ M/C Sr. No. : ______________________________________ Part Description : ___________________________________ Part No. : __________________________________________ Date Part Installed : __________________________________ Date Part Removed : _________________________________ Meter Part Installed : _________________________________ Meter Part Removed : ________________________________

Defect Description : __________________________________________

______________________________________________________________________________________________________ Dealers Signature & Seal

For RICOH’s use only Branch:____________ Repair centre Sr.No.___________ Load Sheet No._________

PCB Found Repairable(Yes/No)________________

Repair Centre Incharge Name:________________ Signatures : Date:


No PARTNO MODEL DESCRIPTION1 A1575181 FT4327 MAIN CONTROL BOARD2 AG011316 FT4027 OPERATION PANEL ASS'3 52115712 FT4065 POWER SUPPLY UNIT4 AZ240041 FT5632 D C DRIVE BOARD5 AZ230082 AF1015 POWER SUPPLY UNIT6 A0267417 FT4065 MAIN PCB7 A2989501 FT4615 A.C.DRIVE BOARD8 A2995100 FT4618 MAIN CONTROL BOARD9 A2045181 FT5632 MAIN CONTROL BOARD

10 A1761462 FT6350 OP.PANEL ASS'Y11 AZ240019 FT6350 POWER SUPPLY12 A1515100 FT3013 MAIN PCB13 A2205112 FT6350 MAIN CONTROL BOARD14 A1535111 FT5035 MAIN CONTROL BOARD15 A2985100 FT4615 MAIN BOARD16 AZ240081 AF1055 POWER SUPPLY UNIT17 B0935722 AF2022 POWER SUPPLY18 AZ320069 FT4215 POWER PACK CB&G19 A0775111 FT3313 MAIN BOARD20 AZ300020 FT4065 POWER PACK21 AZ240071 AF1035 POWER SUPPLY UNIT22 A1285620 FT4215 AC DRIVE BOARD23 H5555000 AF1013 POWER SUPPLY UNIT24 AZ230123 AF2015 POWER SUPPLY UNIT25 A1525100 FT3213 MAIN CONTROL BOARD26 AZ240042 FT5640 DC POWER SUPPLY UNIT27 AZ230049 FT4495 A.C.DRIVE BOARD28 A1735620 FT4422 AC/DC POWER UNIT29 A2985150 FT4615 H.V.POWER PACK30 A1735161 FT4422 MAIN CONTROL BOARD31 AG011346 FT5632 OP.PANEL ASS'Y32 B0195100 FT3813 MAIN BOARD33 A2677630 AF220 POWER SUPPLY UNIT34 AZ230084 AF1022 POWER SUPPLY UNIT35 H5056011 FAX880 PCB : IJC36 AZ240036 FT7650 DC POWER SUPPLY UNIT37 AZ220020 FT3013 DC DRIVE BOARD38 A1525670 FT3013 AC DRIVE BOARD39 A2195100 FT4015 MAIN PCB40 A0775670 FT3313 AC DRIVE BOARD - 22041 AZ230127 AF1113 POWER SUPPLY UNIT42 A2035657 FT3713 D C DRIVE PCB43 AG011312 FT5035 OPS PANEL ASSY44 A2025103 FT3513 MAIN CONTROL BOARD45 A2035103 FT3713 MAIN P C B46 AZ300044 FT7650 HIGH VOLTAGE POWER PACK47 AG010050 FT3013 OPERATION PANEL ASS'48 A1905150 FT4015 HIGH VOLTAGE P C B49 A1535645 FT5035 AC DRIVE BOARD50 AZ300045 FT7650 H.V.POWER PACK51 H5054022 FAX880 OPS PANEL ASSY52 A2937510 AF1055 PAPER FEED CONT.BOARD53 AG010052 FT3213 OPS.PANEL ASSY54 A2035670 FT3713 A.C.DRIVE BOARD55 B0395120 AF1015 I O BOARD56 A2035653 FT3713 C/B/G57 A1731513 FT4422 OPS.PANEL PCB58 AZ300041 FT5035 H.V.POWER PACK59 AZ320078 FT5035 DC POWER PACK60 B6205184 AF2018 PCB GW FCU3


5. Service Training 5.1 Objective

The objective is to define a standard process for recruitment and technical training of Service Technicians across all locations within Ricoh India's Dealer network ,so as to conform to the desired standards for meeting the performance levels.

5.2 Qualification & Recruitment: 5.2.1 Qualification The photocopiers are complex products and hence we must be careful while choosing the people. To be able to handle these products efficiently, the service technicians must have an understanding of Electronics, Electrical, Mechanical , Computer and General Science like light, colour & materials. Keeping all the above in mind an ideal candidate would be a Diploma Holder in Electronics or Electrical Engineering, however an I.T.I. in Electrical or Electronics is also acceptable provided he has a good knowledge. In case ST does not meet basic minimum qualification criteria, he will not be considered for training. The candidate preferably should be able to understand English and must have fluency in local language (also refer to section 2.9.1 of this manual)

5.2.2 Recruitment:

Preliminary interviews to be conducted by the Dealer himself or any other person of the Dealer, capable of conducting an interview on the guidelines provided in section 2.9.1 and should shortlist candidates based on the requirements of a good ST. The short listed candidates then must undergo the written examination. The test question paper would be available with the Branch Service Head. The Answer sheets of test conducted must be sent to the Branch Service Head / DSSM for his evaluation and finalizing the candidate/s. The final interview to be conducted by the Branch Service Head /the DSSM . Under no circumstances the ST’s finalization be done without conducting the written Technical Test and the approval of Branch Service Head.The commercial details like Salary & Perquisites are to be discussed by the Dealer himself and RICOH will not be involved in this process (also refer section 2.9.2 of this manual). 5.3 Basic Product Training: 5.3.1 Basic Training- Some Facts The Basic Analogue product training is scheduled for 11 days (2 weeks) and conducted by the RICOH -Training & Technical Support Department. Only


the candidates who are interviewed and found suitable for appointment by Branch Service Head will be allowed to undergo the basic training and a written recommendation by the Branch service Head is mandatory (Annexure-4). The schedule for the training's will be sent to Dealers through their respective Branch Service Heads from time to time. All such trainees attending the program will arrange their to & fro confirmed tickets and reach the RICOH Training Centre, preferably one day before the beginning of the Training program. Any trainee reaching late by more 6 hours will not be entertained for that program and will be sent back. All expenses with respect to sending the ST for training to RICOH Training Centre, like Boarding & Lodging, Local travel expenses etc. will have to be borne by the Dealer. The lunch on training days shall be arranged / provided by the RICOH training department. The dress code for training is formal. 5.3.2 It is mandatory for an ST to attend the basic training with in three months of appointment. 5.4 Induction

5.4.1 Pre Training Induction:

Once the person has cleared the test and overall interviewed with the Branch Service Head, and has been finalized to be recruited as a Service Technician, he should be introduced to the Dealer’s Organization, type of business the Dealer is involved in, RICOH products handled by the Dealer, Topography of the Dealer location etc. On completion of the joining formalities the Branch service Head must inform the details of ST to H.O. NSD for the purpose of planning of Basic Training. The process of the ST's training would start with the Pre - training Induction at the Dealer location or Branch. The ST must be briefed on the following before he is sent for the Basic Product Training.

• Company background - Annexure - 1 • RICOH Product ranges - Annexure - 2 • Key Operator's training on any Copier (KOT) _ • Basic Copy process – Available with Br. Ser. Head • Field accompaniment with Sr. Engr. / Engr. ( One Day)

5.4.2 Post Training Induction:


On completion of the product training the Dealer Service Technician now needs to be attuned to the larger organization (RICOH) he is going to represent in the field. He now needs to be inducted on following: 1) Style of working, 2) Systems and procedures, 3) Reporting patterns followed by RICOH engineers etc. All these will help the Dealer Service Technician to understand the importance of the Systems & Procedures, which helps to maintain the standard of service provided by RICOH. After the completion of training, a performance feedback of each ST shall be providedto the respective Branch Service Head which in turn shall be shared with the Dealer. It is mandatory that the ST should spend a five days in the field with a Sr. Engr. / Engr. for field accompaniment at the Branch. He will also attend Installation, Preventive Maintenance, and Customer Request (Breakdown) calls independently on all Basic Products under supervision. The major focus area of induction would involve the recommendations given by the trainer on ST’s performance feedback. The ST will also be explained about all the Service documentation and reports that he will have to prepare during service calls and other reports which he will send to the Branch office from time to time. 5.5 Assessment: The Service Technician (ST) already trained on Basic products would be closely observed and assessed by the Branch Service Head / DSSM / Sr. Engr. during their visit to the Dealer location and give feed back on his performance to the Dealer. Refreshers training would be recommended if required. Branch Service Head / DSSM will recommend the ST for other products training depending on his readiness on the basic products on which he is already trained. While recommending the ST for the other products training it is suggested that there must be at least one month’s settling period between two training programs. This will help him to absorb & learn the product thoroughly and also help him understand the higher end models in a better way. 5.6 Trainings Duration: Basic Analogue Training 11 days Aficio 2015/18/18D(W/O NIC) 6 days Aficio 2022/27/35/45(with Networking) 11 days Colour Printer 4 days ONE ST of the Dealer needs to be be trained up to a MIF (machines in field) of 60 copiers on Basic Products (FT3X13/FT4X15-


18/FT4422/FT4027/FT5362). However once the Basic Product MIF increases more than 60 copiers, another ST also becomes eligible training. Training on Aficio range of products will be provided selectively. RICOH would assess the service capability of the Dealer, technical competence of the ST, and other parameters before selecting a Dealer for Aficio Training.

5.6.2 Training Cancellation Charges: All requests for the training must be given in writing on the prescribed form and routed through the respective Branch Service Head (Annexure-4 ). Once the Dealer gives his written consent for the program but later due to certain reasons he is not in a position to send his ST for training, he would be liable to pay a Cancellation Charge of Rs. 2000/= per S.T. 5.7 Training on Other Products: The ST recommended for other than Basic product training must be trained on Basic Products. In addition, he must have spent time in the field for more than two month after the Basic Product training. No induction for such training's would be required. For all New Products, those are cleared for selling in Dealer's territory it is essential that the Dealer must get his ST trained before the sale/installation of that product. It is advisable that the Dealer should inform for training in advance if he is expecting an order for any new product/s. Under the circumstances where the order has been picked up and the ST is yet not trained the order would only be cleared on the condition where a written consent is given by the Dealer to get his ST trained in the first available program for that model. Meanwhile, machine installation and support calls would be made by the RICOH engineer and cost of it will be debited to the Dealer as per policy. For support requirement at the Dealer location, while the ST is not available due to illness/absenteeism/resignation/training a fixed charge of Rs 1000/= per day would be charged over and above the Travel Cost as specified in section 3.4.


6. Warranty Administration 6.1.1 Objective RICOH gives an exclusive warranty to its customers against any manufacturing defects for a period of 90 days from date of Installation of the machine. Manufacturing defects are defined as the defects arising out of defective material or poor workmanship. For all machines Installation in dealer territory the dealer is required to extend the warranty to customers on RICOH’s behalf. The objective of this policy is to help the Dealer to administer warranty efficiently by compensating him for anticipated warranty expenses. 6.1.2 Process In order to compensate the Dealer for anticipated expenses on account of manufacturing defect, Ricoh India Limited allows a Warranty Administration Allowance as per annexure attached. This allowance per machine is in lieu of all warranty claims administrable by the Dealer to their customers and no separate individual claims will be entertained by RICOH. The Dealer should submit the Install Report as a proof of installation to claim Warranty Administration Allowance. This amount should be claimed along with machine commission and shall be processed by CA only if the Install Report is received along with claim.


6.1.3 Model wise Warranty Administration Allowance* to dealer

MODEL WARRANTY AMOUNT (Rs)

FT3613 360

FT3813 430

FT4615 500

FT4618 560

FT4621 580

FT5422 910

FT 4327 910

FT5632 910

FT5832 1250

FT5640 1400

FT6350 2200

AFICIO 1013 520

AFICIO 1013F 610

AFICIO 1015 740

AFICIO 1018 840

AFICIO 1018D 870

AFICIO 1022 1020

AFICIO 1027 1130

AFICIO 1035 1650

AFICIO 1045 1820

FAX 1400L 275

FAX 1800L 350


6.1.4 MIF Support Charge: A nominal charge of Rs 30/= per Aficio per month shall be levied on the Dealer on account of subsidy provided for trainings & support. This charge comes into effect from April 1st 2005. and shall be payable for all Aficio’s installed in the Dealer territory. Post April 1st 2005 this charge is payable from the date of install of the Aficio and shall be payable quarterly. In case of a new appointment of a Dealer the charge shall be papyable from the date of transfer of MIF to the dealer. The charge shall not be paid for machines completing five years since the date of install. This charge shall not be levied on Distributor Products like Aficio FX 16.


6.2 Transit Damages

6.2.1 Scope: The packing of the consignments is done to ensure that no damages occur during transit; however there may be an odd occasion when it does happen. The scope of this policy is to cover any such eventuality.

6.2.2 Procedure: a) The Dealer should immediately on noticing a transit damage inform the

supporting branch giving details of damage, mentioning part no. & description of damage.

b) As far as possible make a notation of exception on the delivery carriers

freight bill before signing acceptance of freight.

c) The transit damage claim of the Dealer would be cleared subject to verification by BSM and final approval of Controller-National Service.

d) This policy applies both to M/Cs and spares & consumables while in

transit.


6.3 MIF Transfer Fee 6.3.1 Scope: MIF transfer charge comes into effect from October 2005 and shall be payable for all digital MIF installed in the Dealer territory.

Payment of MIF transfer Fee by Dealer to Ricoh will be applicable for the following MIF transfer

a) Recruitment of new Dealer b) Transfer of MIF from RIL DC to Dealer c) Transfer of MIF from one Dealer to other. d) DC location orders where machine installation is at IDC**.

Note: MIF transfer fee will be eligible for entire Digital black & white and Colour copier MIF that includes Contract, Warranty (except for point no. d) and non-contract MIF. For existing service Dealers the MIF transfer charges for point no: d shall be applicable For the MIF installed after 1ST April’06. ** MIF transfer fee will be applicable after expiry of the standard warranty period.

6.3.2 Fee Matrix MIF transfer fee per Digital machine per month will be payable by the Dealer as per the following matrix Model Transfer Fee per MIF per month. Upto 20 cpm Rs. 150/- 20 cpm to 32 cpm Rs. 175/- > 32 cpm or Colour MFD Rs.400/-

a) Above fee is payable up to five years from date of install for total MIF. b) MIF transfer fee is payable per annum in advance. The first payment of MIF

transfer fee by Dealer will be at the time of transfer of MIF and for subsequent years at the time of renewal of service agreement.

c) The MIF support charges (currently Rs.30/-) as per the current policy are applicable for the entire MIF and are over and above the MIF transfer charges.

73

6.3.3 Procedure 1. The BSM will send the list of MIF to be transferred and the MIF

transfer fee due to the Dealer.


2. Dealer to make the payment to the Branch within the 7 days of receipt of the MIF List and Transfer Fee invoice.

3. The MIF handover will take place after the receipt of Transfer Fee. 4. For subsequent years the branch CA on validation from BSM will

raise a MIF transfer fee invoice to the Dealer. Dealer to pay the MIF transfer Fee before the date of renewal of the service agreement.

6.3.4 Procedure in case of machine re-site for which the Dealer has paid the transfer fee.

1. Balance amount of MIF transfer fee on pro-rata basis will be

refunded to the Dealer from the date of re-site subject to the receipt of letter by customer and availability of new site address.

2. In case of this MIF re-site to the other Dealer, this Dealer will pay the transfer fee for balance period to the Ricoh.

The above is applicable subject to the fulfilment of following terms

a) Dealer informs the branch about the re-site of the machine. b) Dealer from whose location the machine is transferred provides the

customer letter about re-site and new site address to Ricoh. c) Branch Service Manager validates the above.

74


Annexure – 1

RICOH COMPANY’S BACKGROUND • RICOH Company was established in 1936 in Japan. • RICOH is a leading global manufacturer of Office Automation

equipment. • RICOH is a Fortune 500 global Company and is the 9th

largest Company in Office equipment & computers. • RICOH has 128 consolidated subsidiaries and affiliates

in Japan and 232 overseas, together employing around 68,000 people.

• RICOH has 27 Manufacturing units worldwide

including 13 outside Japan. • In the year ended 31st March, 2000:

Total net sales of US $14.0 Billion (Rs.64,400 crores) Total assets of US $14.9 Billion (Rs.68,540 crores)

RICOH’s focus:

- Copiers & Supplies 64% of Net Sales - Communication & Info Systems 23.0% of Net Sales - Other Products 13% of Net Sales

RICOH is the: - No. 1 in Copiers in Japan - Market share 33% - No. 1 in Copiers in Europe - Market share 24% - No. 1 in Fax in Japan - Market share 19.0%

RICOH tops globally in Digital copiers (Launched in 1982)

- No. 1 in USA - Market share 32% - No. 1 in Europe - Market share 34% - No. 1 in Japan - Market share 42% • In 1975, RICOH became the first Company in the Office Automation

industry to receive the DEMING Award, a prestigious and coveted award presented for superior quality in Manufacturing (RICOH has won this award twice – most companies never achieved even once).


RICOH INDIA RICOH INDIA LIMITED is over 400 people strong Company, established in October 1993 and commenced operation in December 1993 as RPG RICOH LTD. It was a joint venture between Ricoh Company Limited, Japan and the RPG Group (26% and 34% shareholding respectively). On May 22, 1998 the Company was renamed as RICOH INDIA LIMITED following the acquisition by Ricoh Company Ltd., Japan of the entire shareholding of the RPG Group. Later Ricoh India Ltd. enhanced its shareholding to 76% and also the Management Control. Ricoh India Limited is a member of the US$14 Billion worldwide Ricoh Group. The Company is engaged in the marketing and servicing of Photocopiers, Fax machines and Multifunctional Digital Imaging Systems (Aficio Series). The Marketing and Servicing of our Products are done through our own personnel as well as through Authorized Business Associates. Ricoh India has : • Corporate office at Gurgaon (Haryana) • Over 20,000 Satisfied Customers • National Logistic Centre at Noida (UP) • 12 Branch Offices across the country • 130 Dealer Locations (over 100 Dealer Service Engineers) RICOH, in March 1995, received the prestigious BVQI Certification. EN-ISO 9002:1994 Certification for Quality Manufacture, Installation, Maintenance & Service of microprocessor based Plain Paper Copier, Electronic Copy Boards. RICOH was the first Office Automation Company in the country to achieve this feat. Ricoh India Ltd. has regularly launched a wide range of state-of-the-art copiers and fax models. We have a customer base of 21,000 copiers and 2,600 fax machines installed across the country as of end October 2002.


Annexure -2

RICOH PRODUCT RANGE COPIERS: Analog : FT3613 - This is 13 cpm product with A3 size copying facility. FT3813 - This is 13 cpm product with A3 size copying (A3 Original).. This has also the zoom range from 61 - 141%. FT4615 - This is a 15 cpm copier with A3 size copying facility and zoom range 50 - 200%. FT4618 - A 18 cpm copier with A3 size copying and zoom range 50 - 200%. FT4422 - A 22 cpm copier with A3 size copying and zoom range 50 - 200%. FT5632/5832 - These are 32 cpm copiers with zoom range 50 - 200% and A3 size copying. FT5832 is also equipped with Duplex facility. FT5640/5840 - These are 40 cpm copiers with zoom range 50 - 200% and A3 size copying. FT5840 is also equipped with Duplex facility FT6350 - A high volume 50 cpm, Touch screen copier with zoom range 50 - 200%, A3 size copying and Duplex facility. Old models: FT4065, FT1008/1208FT3313, FT3013, FT3213, FT3513, FT3713, FT4015, FT4018, FT4215, FT4730, FT4495, FT6950, FT4027, FT5035, FT5535 , FT7650. FAX: Fax 1400L - A Full dual access laser Fax with 6 seconds transmission time and 6 ppm printing speed. Fax 1800L - A Full dual access laser Fax with 6 seconds transmission time and 8 ppm printing speed. Old models: F09, F240, F550, F170, F180, F800, F880, F3000L , F2000Land F2700L


MULTIFUNCTIONAL PRODUCT: Current Range: Aficio 2015/18/18D : These are 15/18 ppm digital products with Print , Copy , Scan & Fax capabilities over the network Aficio 2022/27/32: These are 22/27/32 ppm digital products with Network Print , Copy , Scan & Fax and Document Management Features Aficio 2035/45: These are 22/27/32 ppm digital products with Print , Copy , Scan & Fax and Document Management Features Old models: Aficio 220 / 270 – This is a 22/27 cpm digital products with Fax & Printer option Aficio 1015/1018 – This is a 15/18 cpm digital product with Fax & Network printer option. Aficio 1035/1045 – This is a 35/45 cpm digital product with Fax & Network printer option. ELECTRONIC WHITE BOARD: EB 10 HIGH SPEED DIGITAL DUPLICATOR: VT1730 AND VT1800


Annexure-3 Branch Service Head’s recommendation for Training To: Mr. Anil Mehta From: BSM/ASM Location: Okhla Location: _________ I’ve interviewed Mr._____________(ST’s name) from_______ (dealer’s Location) and have found him suitable for the Training on model_________. Please include him for the training starting __________(date) to________(date). BSM/ASM’s Signature


Annexure - 4 “ Sample letter to Dealer from Branch Service Head on Ricoh India’s Letter Head“ To, _____Dealer’s Name_______ _______Address________ ____________________ ________________ Date : __________

Subject: Confirmation of ST’s Training Dear Mr. ___________, This is in reference to the training requirement you had projected for your Service Technician on the product/s ________________, enclosed herewith is the training calendar for same. Please note the program date/s and ensure the Service Technician reaches for training well in time for the program. (If Chargeable add the relevant to this paragraph) Please note that the above training would be chargeable, as we have already trained your service technician earlier on the same product/s / the mif is not justified for an additional ST’s training. Please sign below this letter as an acceptance of sending the ST for training. Regards BSM’s Name & Signature I have noted the above and accept to send my Service Technician (name) _____________ for the said training program starting on (date) _______at __________________________________

Dealer’s Signature Here are the key points regarding the training norms, please read them and make a note of it: 1. The Training Centre address is as follows: ________________________________________________

Tel– Nos of training Centre Are: __________________________________________ 2. Training Class starts from 09:15 AM to 05:30 PM Please ensure the ST reaches training centre in time. Any candidate

reaching late by one day may not be allowed to attend the program. 3. The to & fro travel to Training Centre, Boarding & Lodging expenses during the training (except lunch during training days)

would have to be borne by the respective Dealer. 5 The Training cancellation charges would be as following: • Written cancellation request received at respective Branch by more than 15 days from start of program – NIL • Written cancellation received between 7 to 15 days from start of program – 50% of training Charges. • Cancellation request less than 7 days or absenteeism of ST in the program – 100% of training Charges.

IDC/POLICY/

UPDATE/APR 05

PRODUCT SCA CODES Annexure 6 SYMPTOMS ACTION

BLANK COPY A OPTION AREA J CLEAN 1 MODIFY 9 FAINT COPY B P.M. K CLEAR 2 RE-SITE 10 COPY QUALITY C C.C./SURVEY L TEST M/C 3 TRAINING/ADVISE 11 PAPER AM D INSTALL/ REMOVE/ RESITE M ADJUST 4 P.M. 12 NOISE E M/C DAMAGE N LUBRICATE 5 INSTALL 13 ABNORMAL INDICATION F MODIFICATION O REPLACE 6 REMOVAL 14 FUSING PROBLEM G TRAINING P REPAIR 7 C.C. VISIT 15 SERVICE CODE H COMMUNICATION PROBLEM Q EMERTEL 8 WORKSHOP REPAIR 16 M/C DEAD I

CAUSE AREA/ CAUSE CODE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

DRUM A DRUM/BELT/MASTER

CH. CORO/ ROLLER ERASE LAMP I.D.SENSOR T/SCORONA/TRANS BELT

DRUM DRIVES

CH. CORO/ROLL. CLEANER

DRUM COMPN DRUM LOCK DRUM CLAMP SCREEN (S)

OPTICS B EXPOSURE LAMP GLASS/LENS/MIRROR OPTICS DRIVE THERMOSTAT SENSOR

/SWITCH C.C.D./C.I.S. BLUE/GREEN

FILTER REFLECTOR SCANNER WIRE SCANNER BELT THERMO-

FUSE COOLING FAN SENSOR/SWITC

H DRIVE/GEARS C.F.L.

DEVELOPMENT C TONNER SUPPLY TONNER CL./MOTOR DEVELOPER UNIT DEVELOPMENT

BIAS DEVELOPMENT SEAL/FILTER

DEV. DRIVES DEVELOPER METER/DOC BLADE INK SUPPLY PRINT PRESS MECH

IMAGN' UNIT/CTDM

T.D. SENSOR T.I.J. UNIT INK/CARTRIDGE

CLEANING D CLEANING BLADE CLEANING BRUSH CLEANING BLADE

CLEANER PICK-OFF PAWL SOLENOID WASTE

TONNER TANK

TONER. COL. COIL

RECYCLING BELT ENTRANCE SEAL CLEANING CASING

PAPER FEED E PICKUP ROLLER FEED ROLLER RELAY ROLLER REGISTRATION

ROLLER SENSOR SOLENOID TRAY/CASSET

TE BY-PASS TABLE TRAY HEATER DRIVE/CLUTCH LIFT MECH. SEPARATION

MECH. CUTTER UNIT MASTER

FEED SYSTEM

FRICTION PAD

TRANSPORT F VACUUME FAN TRANSPORT ROLLER SENSOR/SWITCH TRANSPORT

DRIVE TRANSFER BELT

TR. BELT CLEANING BLADE

TR. BELT FELT BRUSH

TR. BIAS ROLLER

FUSING G HOT ROLLER PRESSURE ROLLER FUSER LAMP OIL PAD/ROLLER OIL BLADE OIL SUMP OIL SUPPLY

PUMP/VALVE THERMOSTAT/ THERMOFUSE

THERMISTER STRIPPERS SENSOR/SWITCH

FUSER DRIVE CLEANING PAD/ROLLER

BEARING / BUSH

ENTRANCE GUIDE

PAPER EXIT H EXIT ROLLER EXIT SENSOR/SWITCH EXIT DRIVE VACUUME FAN

(AIR CURTIN) ANTI-STATIC BRUSH

ELECTRICAL I MAIN PCB P.S.U./AC DRIVE

BOARD TRANSFORMER S.S.R/RELAY SENSOR

/SWITCH POWER PACK

OPERATION PANEL

EPROM/SOFTWARE HARNESS/CONNECTOR

FUSE (S) FAN/MOTER (S)

NCU/LIU THERMAL HEAD MEMORY BOARD

LAMP REGULATOR

ADF/ DJF J FEED ROLLER/ BELT

EXIT ROLLER SEP'N ROLLER/ BELT

ADF/ DJF SENSOR ADF/DJF SWITCH

ADF/ DJF BELT

ADF/ DJF TABLE

LIFT MECH. DJF/ ADF HARNESS OBJECT IN ADF ADF/ DJF INV ADF/ DJF SOLENOID

ADF/ DJF PCB/ PSU

FAN/ MOTOR

SORTER/ DUPLEX K SORTER BINS JOGGER UNIT SHIFT/STACK

TRAY STAPLE UNIT DRIVE

ADAPTER DRIVE ROLLER

JUNCTION GATE

ROLLER/BELTS

DRIVE/MOTORS PCB/PSU SENSOR SW GRIPPER ASSEMBLY

SOLENOID HARNESS/CONNECTOR

OTHERS L OPERATOR ERROR

CUSTOMER TRAINING NO FAULT FOUND RE-SITE/ REMOVE/INSTL

PM REQUIRED CC/SURVEY CONSUMABLE FAULT

EXTERIORS IMAGE SHIFT MECH


Annexure – 7

FIELD PROBLEM REPORT CUSTOMER: MODEL: M/C SR. REPORT NO.: DATE: ENGR / ST NAME: SUBJECT:

DEALER NAME: BRANCH: PROBLEM OCCURS:

ONLY ONCE CONTINUOUSLY INTERMITTENTLY

TIME OF FAILURE:

INSTALLATION DURING OPERATION OTHERS (SPECIFY)

Part Replaced

Part Number

1. STATEMENT OF PROBLEM: 2. PROBABLE CAUSE: 3. ACTION TAKEN:

COPY SAMPLE ENCLOSED SENT BY: ON :-------------

T S G R E P L Y LOG No. DATED: REPLY DATE: REPLIED BY: COMMENTS:

SS - 08


1. SPECIFIC DETAILS OF OCCURRENCE: Installation Date: Meter Reading:

Type Of Paper Used: Temperature _____° C

Site Condition: ( ) A. C. ( ) Dusty ( ) Humid

Present M/c Status: ( ) 100% Cured. ( ) Improved, But Not Perfect. ( ) Could Not Solve. 2. RECORD OF OCCURRENCE (IF FOUND IN MULTIPLE MACHINES - SAME MODEL)

DATE M/C SERIAL NO. METER READING

INSTALL DATE REMARKS

1. 2. 3. 4. 5. 3. THE REASON FOR REQUESTING AN INVESTIGATION:

AT PRESENT, THE OCCURRENCE OF THIS PROBLEM IS HIGH. AT PRESENT, THE OCCURRENCE OF THIS PROBLEM IS LOW. HOWEVER, A POTENTIAL INCREASE IN

OCCURRENCE IS EXPECTED. AT PRESENT, THE OCCURRENCE OF THIS PROBLEM IS LOW. HOWEVER, WHEN PROBLEM OCCURS,

THEY ARE VERY SERIOUS. OTHERS (SPECIFY BELOW).

4. WHAT IS YOUR REQUEST / RECOMMENDATION

SS - 08

dealer service operations manual - ricoh india · ricoh customers and maintain a high level of...

Documents