Case Study│ Fuso & Bus Co., Ltd. Manufacturing

With the integration of Fuji Xerox’s document processing and operation technologies, we can focus on our core business. The activities we have implemented with Fuji Xerox help us achieve our business goals.

Mr. Naotsugu Takeda, Manager, and Mr. Masanori Sato Customer Services Engineering Fuso, Marketing Sales and Customer Services Mitsubishi Fuso Truck & Bus Co., Ltd.

Improving customer The Challenges The second project was to strategically satisfaction through after-sales However, there were certain challenges manage resources for after-sales services enhancement with Fuji in achieving these goals including: document production because, in an Xerox increasingly globalized market, MFTB’s  Enriching their document contents Mitsubishi Fuso Truck & Bus Co., Ltd. own internal resource in terms of (MFTBC), a subsidiary of the Daimler  Improving document quality staffing was limited.

Group, is the leading company of  Strategizing and implementing Masanori Sato shared about Daimler Trucks Asia. The Japanese improvements in their after-sales collaborating with Fuji Xerox. automobile industry was in a state of documents decline and companies were trying to “We made the decision not to work  Reducing outsourcing costs and turnaround their growth by adopting with our current venders to global strategies and enhancing workloads accomplish the transformation and customer satisfaction.  Strategically using resources to instead plan from scratch with Fuji MFTBC was in urgent need of ensure document quality Xerox. We decided to partner with improving customer satisfaction. They focused on their after-sales services Fuji Xerox due to: 1) its vast which generally consisted of a 50% of Transforming the after-sales experience in the implementation of customer satisfaction rate, and defined document production processes document production systems, 2) its their goals as follows: MFTBC and Fuji Xerox started two capacity for production and translation, and 3) its application of  Improve after-sales service projects.The first was to improve after- scientific methodologies for documents to strengthen services sales document processes and the application of paper-based document improvement.”  Improve turnaround time for production. This was with the aim of releasing after-sales service speeding up the release of documents, documents improving production efficiency, and  Reduce the workload and costs strengthening view and search associated with after-sales functions. document production.

"Fuji Xerox’ outsourcing services enabled us to achieve our goals. To continuously improve the customer satisfaction, we enhanced our after-sales services by reassessing processes to align with dynamic market changes."

Mr. Naotsugu Takeda, Manager, and Mr. Masanori Sato Customer Services Engineering Fuso, Project members of Mitsubishi Fuso Marketing Sales and Customer Services Trucks Asia Truck & Bus and Fuji Xerox Mitsubishi Fuso Truck & Bus Co., Ltd.

One-Stop Service and Enabled to shift focus to Their multilingual capabilities were workshops for deploying PDCA strategic planning for after- enhanced with streamlined processes. cycle sales service through significant Additionally, it freed up resources in the reduction of labor hours Working with Fuji Xerox, MFTBC production team so that the team had transformed their paper-based In collaboration with Fuji Xerox, MFTBC the time to focus on strategic planning document production processes into a implemented continuous for new after-sales documents. new system – one-stop services for improvements to: overall operations of document  Identify problems and eliminate Continuous improvement for production. non-value add work while after-sales services enabled Next, the scope of potential streamlining processes enhanced customer satisfaction outsourcing services was defined Naotsugu Takeda and Masanori Sato through workshops: User Manual and  Reduce workloads in the Manual had this to say about Fuji Xerox’ Maintenance manual and related Production and Procurement contributions: documentation. Finally, issues in departments “ overall production processes were  Better manage the overall Fuji Xerox’ outsourcing services identified and continuous production schedule by deploying a enabled us to achieve our goals. To improvement activities were new system continuously improve the customer implemented. satisfaction, we enhanced our after-  Implement initiatives for mid- to sales services by reassessing long-term strategies processes to align with dynamic This enabled MFTBC to reduce internal market changes. ” workload by 60%, even though the number of jobs increased 1.7 times compared to before the implementation. These flexible operations enabled MFTBC to better manage shorter delivery times or peak workloads.

Our business professionals, having abundant knowledge and experience gained from previous achievements, collaborate closely with our global active clients. We are continually improving upon and optimizing our document processes so that we can help clients achieve success. Clients can expect a wide range of results all designed to improve their businesses, including

but not limited to: increasing productivity, cutting costs, reducing carbon footprints and improving security.

Contents as of April, 2017

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