Ricoh built a solution leveraging CA Project & Portfolio Management (CA PPM) to drive and make possible Ricoh’s transformation from a product company to a services company. This solution optimizes utilization of resources and ensures the right people get the right, strategic work. Workload is balanced so we get the most productivity out of our teams. For more information on PPM solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz

1. ca Intellicenter
Resource Management and
Professional Services Automation
Matt Trevorrow, SVP Enterprise Services Delivery
ICX23S #CAWorld
Bepin Jose, Director Information Technology
Ricoh Americas Corporation

2. 2 © 2014 CA. ALL RIGHTS RESERVED.
Abstract
Ricoh built a solution leveraging CA Project &
Portfolio Management (CA PPM) to drive and
make possible Ricoh’s transformation from a
product company to a services company. This
solution optimizes utilization of resources and
ensures the right people get the right, strategic
work. Workload is balanced so we get the most
productivity out of our teams.
Ricoh Americas
Corporation

3. 3 © 2014 CA. ALL RIGHTS RESERVED.
Agenda
WHO IS RICOH?
BUSINESS CONTEXT AND DRIVERS
KEY TAKEAWAYS AND RECOMMENDATIONS
BUSINESS PROCESS, SOLUTION ARCHITECTURE
ROLLOUT SCHEDULE
BUSINESS IMPACT
1
2
3
4
5
6

4. 4 © 2014 CA. ALL RIGHTS RESERVED.
Who Is Ricoh?
200 countries and territories
Industry leader in document management
107,000+ employees worldwide
Worldwide sales of $21.7B year end March 2014
Founded in 1936
Cert no: FS 33325
Quality Management System
ISO 9001:2008
Cert no: EMS 61761
Environmental
Management System
ISO 14001:2004
Cert no: OHS 556746
Occupational Health
& Safety Management System
BS OHSAS 18001:2007
Cert no: IS 85241
'Information & Data Security
Management System
ISO 27001:2005
Fortune 500 global company
Ricoh Americas
Corporation
Americas
Headquarters
Malvern, USA
Ricoh Europe PLC
European
Headquarters
London, UK
Ricoh Asia
Pacific Pte Ltd
Asia Pacific
& China HQ
Singapore
Ricoh
Company, Ltd.
Global Corporate
Headquarters
Tokyo, Japan
Ricoh Japan
Corporation
Japan
Headquarters
Tokyo, Japan
Ricoh is a global technology
company specializing in office
imaging equipment, production
print solutions, document
management systems and IT
services.

5. 5 © 2014 CA. ALL RIGHTS RESERVED.
Business Context
Vision
Transform from a hardware centric business to a
services-led business
Need
Processes and systems to support
 The services opportunity workflow
 Optimize utilization of resources
Solution
Resource management tool (CA PPM) integrated with
core Ricoh processes and systems

6. 6 © 2014 CA. ALL RIGHTS RESERVED.
Today With CA PPM
 National pool of 1,000 SMEs
 Formal engagement model to align needs with the right person, right
place, right time with the right skills
 Optimizes assignments based on complexity need
 Integrates with SalesForce.com and Oracle Financials
 Insights and measures on effectiveness, productivity, resource balancing
and revealing demand signals
Business Drivers for the Resource Management Solution
 Regional structure
 No formal services
opportunity workflow
 Ad-hoc assignment
of resources
 Standalone processes
and systems
 No baseline measures
Before the
Solution

7. 7 © 2014 CA. ALL RIGHTS RESERVED.
Key Business Goal: Align Sales and Services Organizations
Prospect
Sales
Deal
Qualification
Sales
Technical
Qualification
Services Delivery
Design
Services Delivery
Implement
Services Delivery
1. Sales  Focus on the roles of prospecting
customers and qualifying specific
opportunities.
2. Services Delivery  Focus on ensuring the
solution for the customer is defined clearly,
priced properly, and that we can actually
deliver on our commitment.
Success is based on how we qualify the
opportunity and match those opportunities
with the skills of our organization

8. 8 © 2014 CA. ALL RIGHTS RESERVED.
Business Process
RForce:
Oppty
RForce:
Case
RSource:
Design
Project
RQuote:
Quote
Design
Record
OrderMgt:
Order
RSource:
Impl.
Project
OrderMgt:
Invoice
Config
Vendor
QuoteCA PPM

9. 9 © 2014 CA. ALL RIGHTS RESERVED.
Solution Architecture
Integration with
expense management
system
Skill repositories
Visual tool to review
resource availability based
on skills, availability and
proximity + heat maps
A
R
Automated
recommendation of
resource for T2 & T3
projects based on skills,
availability and
proximity
A
A
Automated assignment
of resource for T1
projects based on skills
and proximity
webInfoview reporting Portlet & Graphs
Mobile time entry
Services
configuration &
quoting
Services
opportunity
workflow
Order
Management
T1/2/3 orders
Implementation
orders
Active Directory federation
enabling SSO
HRMS
Onboarding
F Future enablement
F
Integration with Sales
compensation system
Field Service
F
Billing
F
FPost implementation
support

10. 10 © 2014 CA. ALL RIGHTS RESERVED.
Wave 1
Wave 2
Wave 3
Rolling Out the Solution
Phase 1 Phase 2 Phase 3
Jan 13 Mar 13 Apr 13 May13 Jun 13
1. Implement RSource foundation for pilot
markets.
2. Pilot engagement model
1. Fully integrated RSource solution
2. Implementation national rollout
1. Design national rollout
2. Enhanced reporting
3. Demand vs Capacity planning
Expand to North TX
Minor enhancements
Houston
PS & Hardware
Tier 1-2-3
Automated T1 integration w/ Oracle
Standalone Rforce functionality
Enhancements to Rsource
Enhancements to Oracle T1 integration
Rforce integration
Smart form integration
Geo Mapping
Feb 13 Jul 13 Aug 13 Sep 13
W1
W2
W3
W1
W2
W3

11. 11 © 2014 CA. ALL RIGHTS RESERVED.
Results–The Business Impact of the Solution
 Helped grow services revenue by 24 percent
 Established a national pool of resources
 Enabled registering and management of demand signals
 Provided ability to measure, compare and contrast activities
by job levels, productivity
 Improved resource management and balancing
 Drove the company’s strategic services transformation

12. 12 © 2014 CA. ALL RIGHTS RESERVED.
Key Takeaways and Recommendations
 Executive management’s involvement was key to success
 It’s more about process engineering than the tool
 Staged rollout vs big bang rollout
 Data quality and governance should not be an after-thought
 Establish scalability of integrations and processes in the tool
during testing stage

13. 13 © 2014 CA. ALL RIGHTS RESERVED.
For More Information
To learn more about Management Cloud,
please visit:
http://bit.ly/1wEnPhz
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from following “More Info Graphics” slide here;
ensure it links to correct page
Management Cloud

14. 14 © 2014 CA. ALL RIGHTS RESERVED.
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