Ricoh is empowering digital workplaces using innovative technologies and services that enable individuals to work smarter from anywhere. With cultivated knowledge and organisational capabilities nurtured over its 85-year history, Ricoh is a leading provider of digital services, information management, and print and imaging solutions designed to support digital transformation and optimise business performance.
Headquartered in Tokyo, Ricoh Group has major operations throughout the world and its products and services now reach customers in approximately 200 countries and regions. In the financial year ended March 2022, Ricoh Group had worldwide sales of 1,758 billion yen (approx. 14.5 billion USD).
Ricoh’s Office Services business has grown significantly over the years through acquisition, and as a by-product they are left with disparate processes across multiple systems requiring a substantial amount of effort to bring together a single view of services across EMEA. In 2021 Ricoh commenced the undertaking one of their most important Business Transformation Programmes, OSCAR – Office Services in the Cloud At Ricoh. OSCAR will introduce, at its core, an ORACLE Cloud Services platform that will be integrated with existing cloud solutions and extended by the introduction of SAP Concur Expense Management and ARIS Elements Process Management.
Ricoh over the years has acquired a number of businesses across EMEA. These will be migrated in a phased approach onto Oracle Cloud – ERP (Finance, Projects and Procurement), CX (Eloqua, Sales, Service), Supply Chain, Leasing and CPQ. Each phase consists of singular or multiple businesses, each with their own existing processes and systems. Therefore the planning and execution of these transformations has to be well thought through, planned and executed in accordance to the plan.
With each business (known as NewCos) there are variances in terms of the training needs, languages and also modalities. They also vary in size, some being much larger than others.
Following the successful migration of these businesses, the core user base from Ricoh will migrate onto the OSCAR platform.
Phase 1 – which was an Italian company, NPO, we performed a TNA (Training Needs Analysis) to identify the training topics, agree courses and user details, then we agreed a training plan and strategy. Fudge also formed part of the change management and overall project team and was invited by our Ricoh colleagues to the steering committee.
Our large team of bi-lingual Oracle domain experts then developed over 50 discreet training courses in English, as well as a number of Training Videos and Quick Reference Guides which were then translated and delivered in Italian virtually via MSTeams within challenging timeframes.
The new users are being supported post go-live by Oracle Guided Learning.
Phase 2 Wave 1 – Was a Swiss company, LAKE. Our Training Manager had to firstly renew the TNA, as a large amount had changed from the first Phase and the system & processes were enhanced.
The TNA was then validated at each workstream level by our content developers and LAKE’s Subject Matter Experts. The outcome was an agreed set of 66 training modules, which for each had a signed off Module Outline defining the content, learning objectives and roles so it was targeted at the correct audience. Once all the outlines were approved and the TNA agreed our team commenced the redevelopment of the training materials, consisting of Trainer Presentations, Exercise Workbooks, Training Videos and Quick Reference Guides.
As the business language of LAKE is German all materials were then translated into German in readiness for training delivery.
A new approach was taken enabling training modules to be grouped together to form a course when the role mapping was the same. Conversely the option of having each individual module identified as a piece of learning enables it to be trained remotely in times where face to face classroom delivery is not possible.
Training delivery for LAKE personnel was delivered onsite, in German, at their office in Zurich during March 2023 and they went live in April 2023.
Each NewCo is supported by Ricoh Business Services or RBS. Training needs were also identified for RBS users, predominantly in the Finance area. This training was delivered in English during the same period, also onsite in Zurich. A few modules were also delivered remotely using MS teams for smaller audiences that did not need to travel.
The OSCAR programme is continuing and Fudgelearn have been engaged for the TNA of the next 2 Newcos, DataVision who are based in Germany and MTI based in the UK, France and Germany. This will commence in 2023 and will also incorporate a Lessons Learned exercise following a joint review of the LAKE training development and delivery so we can keep improving the quality and service provided.
End users are able to understand the new processes of the business, why the system supported these and how. They are taught and receive their training materials in their mother tongue, enabling them to refer back to these during the go-live phase.
Italian, German and English