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Fuji Xerox Singapore Innovating the future documents
A Journey Spanning More than 5 Decades
Solutions and Services
Customer Dream Service
Sustainability & Corporate Social Responsibility (CSR)
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Contents
ProvidingBest customer service, Operating our business in sustainable ways, Continuously developing innovative solutions, – these are the three things that matter most to our company.
Bert Wong, CEO, Fuji Xerox Singapore
’62
’65
’91
’93
’96’98
’95
Implements company-wide environmental policy
• Singapore executive print innovation center “epicenter” was set up (one of the four epicenters in Asia)
• Launched Xerox iGen3® Digital Production Press, the first of its kind to achieve full-color for large volumes of invoices and statements at 100ppm
• Achieved ISO 14001 (Environment Management System)
’08
’04
Operations of first Integrated Recycling Centre in China begin
’09• Xerox Corp. and Fuji Xerox Co., Ltd. are
voted leaders in the Document Process Outsourcing (DPO), according to the 2009 Black Book of Outsourcing
• Achieves zero-landfill policy• Establishes new carbon emissions reduction
targets (30% reduction against 2005 levels across the product lifecycle by 2020)
• All of Fuji Xerox’s production and development facilities (13 affiliates) achieve zero waste to landfill
’10• Opens Regional Solution Support
Centre to bring new standards of service and solutions to customers
• ApeosPort-IV C3370 features the IH technology and won the BLI 2010 Outstanding Achievement Award for Energy Efficiency
• Won the Excellence Award from the Nikkei Global Environmental Technology Awards for achieving world’s fastest start up time of three seconds for a fuser in a multi-function device
• Launches Go Green workshops to share green office practices with companies.
1970 19
80
1990
’11
2000
• Fuji Xerox was established as a joint venture between Fuji Photo Film and Rank Xerox
• Launched the industry-first plain paper copier, Fuji Xerox 914
’87
Fuji Xerox was set up in Singapore
Launched the Fuji Xerox Xero Printer 100, the world’s first machine incorporating print and copy functions
Launched Digital publishing system, DocuTech® Production Publisher Model 135, the first fully integrated “print-on-demand” publishing system
Achieved ISO 9001(Quality Management System)
Achieved Singapore Quality Class
FX Palo Alto Laboratory (FXPAL), a leading multimedia research laboratory was established by Fuji Xerox Co., Ltd.
’12• Fuji Xerox is ranked among Singapore’s Top 10
Superbrands• Garners Work-Life Achiever Award by Ministry of
Manpower Tripartite Committee.• 1st in Southeast Asia to obtain all 3 Fogra
accreditations (Digital Print Expert (DPE), Contract Proof Creation (CPC) and Process Standard Digital (PSD))
• Wins inaugural HRM Award for Best Environmental Practices
• Fujifilm Holdings acquires the business process outsourcing division of Salmat and renames it Fuji Xerox Document Management Solutions
• Launches Mobile and Cloud Document Management solutions
’13• Wins HRM Award for “Best Engagement Strategies”• Wins “Excellence in CSR Practices” accolade from Human
Resources• Ranked 1st for 3 consecutive years in MarketProbe
Competitive Market Survey• Fuji Xerox Singapore publishes its first Sustainability Report
• Launched DocuWide C842, world’s fastest wide format color printer
• Leader in 21 consecutive quarters for IDC A3 MFD market since 2008
• Xerox and Fuji Xerox positioned in Gartner Leaders Quadrant of Managed Print Services report
• Wins the Asia’s Best Employer Brand Award• Earns certification under the prestigious Service
Capability & Performance (SCP) Standards• 30 FograCert Digital Print experts certified in the Asia
Pacific region
2010
Fuji Xerox Singapore continues...
A Journey Spanning More than 5 Decades
Introducing Fuji Xerox SingaporeTransforming your Documents to Knowledge
Fuji Xerox Singapore is a fully owned subsidiary of Fuji Xerox – a joint venture between FujiFilm and Xerox Corporation set up 50 years ago. Today, Fuji Xerox is undisputedly a world leader in providing document and knowledge management solutions and business process outsourcing services. We have a global reach in 160 countries and a global staff strength of more than 170,000.
Established in 1965, the same year Singapore gained its independence, Fuji Xerox Singapore has evolved to become the country’s leading provider of innovative document solutions. Offering the industry’s most comprehensive range of enterprise, business and document management services, Fuji Xerox delivers strategies catered towards enabling people and businesses to share knowledge across all platforms seamlessly.
Our team of over 800 staff comprising the industry’s best talents and professionals from all over the world are committed to provide distinctive customer service, so our customers can achieve maximum business efficiency and sustainability objectives.
Solutions and ServicesEnabling Businesses to Accelerate
Enterprises today faced increasing challenges from explosive data growth. At Fuji Xerox, we are always looking for exceptional ways to help our customers use Big Data from documents to provide the relevant business gains and transform their business processes. With the most extensive portfolio of document solutions and services in the industry, customers can be assured of the right customised tools and strengths, regardless of industry or size.
Business Office Solutions• Office efficiency software• Multi-function devices (MFDs)
(Print, Copy, Fax, Scan, Email)• Cost-tracking solutions• Mobile document and e-forms
solutions• Document portal• Cloud connectors to document
management solutions• Mobile print service
Production Solutions and Services• Digital production presses and printers• Pre-press workflow automation solutions
and services• Color management solutions and services• Document workflow automation solutions
and services• 1:1 marketing solutions• 1:1 experience service• Business development services• Wide format printers
Office Printers• Network printers
(Mono / Color)• Multi-function printers
Document Supplies• FSC certified paper, PEFC* certified paper and recycled paper • Printer toner cartridges• Business office machines (Shredders, Binders, Lamination)
*Program for the Endorsement of Forest Certification
Enterprise Document Solutions • Content management solutions• Infrastructure solutions and
services• Business process services• Business operations solutions• Cloud solutions and services• Datacenter managed services
Document Processing and Outsourcing Services• Enterprise print services• Marketing and communication services• Document supply chain management services
The only way to succeed is to seek new ways to differentiate, to surprise and delight our customers all the time. To achieve that, we invested in Fuji Xerox digital technologies to produce customized print jobs and also helped grow our print volume by 300%
Damien Goh, Managing Director
Instead of dumping technologies like what some vendors do, Fuji Xerox brought a change management process to coach and train not only their own staff, but our lawyers and legal secretaries, so that they know what services are available to them and what technologies can now do for them.
Justin Young, General Manager
We were looking to provide state-of-the-art integrated print, copy and scan functionalities to our teachers and students in a cost-effective and manageable way. The combination of Fuji Xerox devices and Equitrac software has done this perfectly.
Ben Morgan, Director of IT
Drummond Printing
Clifford Chance
United World College of South East Asia
40%time freed to focus on core business
25%decrease in paper consumption
300% increase in business volume
Fuji Xerox has helped us to take the first step into the digital printing business. We have not only expanded our product offerings through hybrid applications, increased revenue by 20% but have also saved around 40% in costs through using digital on short run print jobs compared to printing on offset.
Junia Phua, Managing Director
Generic Print 40%cost-savings through using digital printing for short print run jobs
The idea of setting up a Centralised Print Centre was innovative and brilliant - a solution that no one else was confident of implementing but Fuji Xerox, who has a strong track record in this area.
Bill Leung, Director of IT
OrangeTee2400users’ print requirements fulfilled by centralised print room
Customer Dream ServiceDelivering Exceptional Customer Support for Proactive Resolution
*Service Capability & Performance Standard (SCP). This certification allows our customer support operation to be benchmarked against worldwide best practice within the technical support industry.
Electronic Partnership Broadband (EP-BB)A hassle free device management
EP-BB is a suite of secure, functional, device management services that proactively monitors for issues and maintains and replenishes the supplies of any printing infrastructure from a single point of management.
Production Remote Services (PRS)Ensuring continuous uptime for your digital press
PRS is a cutting edge service which ensures that continuous uptime is sustained with our digital press devices. Using the data logs sent online from Fuji Xerox digital press, our team is able to track, monitor as well as forecast the machine health so that all likely problems can be solved even before it happens.
How satisfied are you with how our support engineer handled your recent support request?
Maintaining Business Uptime through Customer Dream Service
Voice of Customers - Feedback from 4,500 customers in 2012
97% Total Satisfaction
83% 14% 2% 1%
Very Satisfied
Dissatisfied
Satisfied
Very Dissatisfied
Overall, how would you rate the support you just received?
97% Total Satisfaction
77% 20% 2% 1%
Very Satisfied
Dissatisfied
Satisfied
Very Dissatisfied
Service excellence is a defining cornerstone of Fuji Xerox. Our customer support framework is focused on providing fast resolution and proactive services, so we are always one step ahead and exceeding customers’ expectations. Beyond the company’s products and solutions, Fuji Xerox has a complete infrastructure harnessing multiple technologies for remote, online and onsite applications.
The eSupport strategy we have developed has allowed us to employ the technology to seamlessly engage our customers in the support process. We are able to provide our customers with online and web applications which not only provide enhanced issue resolution and fault fixing capabilities, but further provide pre-emptive monitoring capabilities allowing issues to be identified before they become incidents.
We have the most comprehensive portfolio of knowledge bases, online applications and remote diagnostics in the industry. Our online 24 x 7 support and technical support centres (in South Korea, Malaysia and Australia) have achieved the SCP* certification.
Our comprehensive support framework also ensures that our team of highly trained technical service engineers is fully briefed with all relevant background information on customer issues before they arrive on-site to effect repair.
Fuji Xerox’s investment and commitment to customer excellence and customer loyalty were recognised when we were ranked first in the 2010, 2011 and 2012 MarketProbe Competitive Benchmarking survey conducted in Singapore.
Regional Solution Support Centre (RSSC)Premium services for solution management
RSSC is a premium service that bridges the gap between hardware and software support and goes beyond the traditional one-size-fits-all approach and tailors the support services to meet customers’ solutions and business processs needs.
IT Concierge Services (ICS)Getting the best solution for your IT needs
ICS enables companies to outsource important IT requirements to Fuji Xerox. Leveraging on our support infrastructure, customers can ensure that they get the best support for their IT needs such as networking, workflows, local area networks, data storage, security, vendor management, internet and email access.Online Support
• Self Help (Knowledge Bases) • eLearning • Download Drivers / Software Patches • Log Support Calls Online • Green Reports • Image Quality Check Tool
5 min
10 min
30 min
2 - 4 hrs
Based on April 2012 – March 2013 data
Customer Support Service Framework
Resolution Time
Phone Support• 1st Call Technical Resolution • Proactive Support
• Enterprise Print Solutions / Managed Print Solutions• Consumable Replenishment • Document Solution Enquiry
Technical Helpdesk Support• Direct Technical Support
• Remote Engineer Support • Customised Solutions Support
On-SiteSupport
• Mobile Engineers• Production Remote Services
29%ResolvedthroughOnline
11%ResolvedthroughPhone
13%ResolvedthroughRemote
47%ResolvedthroughOn-Site
Fuji Xerox predictive monitoring service has reduced downtime by 30%.
- Ivan Tan, Managing Director, Eazi Printing
Fast and efficient support. Within minutes of sending my request, customer support called and within half an hour, service engineer called and the problem was resolved. Thank you.
- Exon Enterprise
Sustainability & Corporate Social Responsibility (CSR)Solutions with a Heart - Doing Well and Doing Good
Amongst our set of core values lies the commitment and focus on global sustainability – a focus that manifests itself in the integration and support of our customers’ CSR as well as placing our environment at the core of everything we deliver.
Fuji Xerox is currently the only organisation in the industry that weaves sustainability into every step of our value chain, from procurement and manufacturing, to eco solutions and even having our own integrated recycling centre so products get a second life. Fuji Xerox 360⁰ Sustainable Value Chain™
5
Environmental Performance since 2003
CSR Programs
42.9% 22% 39% 51.3%
Supporting Charities
The 1000 Enterprises for Children-in-Need
•Children’s Cancer Foundation (since 2007)
•The Boys’ Brigade (since 2007)
•Student Advisory Centre (from 2010 to 2012)
•Singapore Children’s Society (since 2012)
•Habitat for Humanity (since 2012)
Pledge our participation to Singapore Children’s Society
- The 1000 Enterprises for Children-in-Need initiative for 2013
Doing Well, Doing Good initiative
Habitat for Humanity – Batam Build
Charity Golf Event
Raised $1,750 where SGD$2 is donated to Singapore Children’s Society for every compliment received from our customers
More than 1000 employees, customers and partners have participated to help eliminate poverty housing in Batam
1500 employees have adopted a “Christmas Wish”, fulfilling the wishes of disadvantaged children
Reduction in office paper usage
Reduction in diesel consumption for delivery vans
Reduction in electricity usage
Reduction in carbon dioxide (CO2) emission
*Apeos-IV & DocuCentre-IV models
*FSC - Forest Stewardship Council
*CRU – Customer Replaceable Unit
HRM 2012 “Best Environment Practices” award
Human Resources Excellence Awards 2013 Gold Winner for “Excellence in CSR Practices”
Solutions
Awards
111,492
Increase in sale of FSC* certified green paper since 2003
Less power consumed by Fuji Xerox multi-function devices*
Organisations attended free“Go Green” workshops since 2010
Student Visitsto Fuji Xerox
Student Advisory Lunch Box Fund
Charity Movie Screening
Adopt a “Christmas Wish”
Over 350 students and youths benefitted from the educational workshops/tours to our office, organised to help them gain insights to the corporate world
Raised more than
$110,000 benefitting schools such as Hong Kah Secondary, West Spring Secondary, Ang Mo Kio Secondary and Telok Kurau Secondary
$27,000 was raised at the event, with the full sum donated to Habitat for Humanity – Batam Build
$25,000 was raised for Habitat for Humanity at this Golf event which was attended by senior management, staff and customers who pit their skills against each other while collectively support a good cause
Used toner cartridges & CRU* collected
53X
28-39% 250
99.99% Recycling ratio under Fuji Xerox “Zero Landfill” process
© 2013 Fuji Xerox Singapore Pte Ltd. All rights reserved. Xerox and the sphere of connectivity design are trademarks or registered trademarks of Xerox Corporation in the U.S. and/or other countries.
Designed by designpod, Fuji Xerox Global Services.
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Bert Wong, CEO, Fuji Xerox Singapore
Digital Design Improvement at Fuji Xerox R&D Square
Fuji Xerox R&D Square at Yokohama
Fuji Xerox Quality & Assurance activity “Radio Frequency for Short Range Devices”
Fuji Xerox mobile document management solution
Fuji Xerox Singapore
Sales Team
Fuji Xerox Quality & Assurance activity “Semi-Anechoic Room for Acoustic Noise”
Fuji Xerox Towers in Singapore
Niigata EMC testing facility conducts
tests on the effects of electromagnetic waves on
electrical and electronic appliances
Fuji Xerox Singapore ranked first in MarketProbe Competitive Benchmark survey for 3 consecutive years
Fuji Xerox Color 1000 Press
RecyclingWork
Cover page photo captions
Chester Carlson wrote “10-22-38 ASTORIA”
10-22-38ASTORIA