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As a manufacturer, contributing to customers through the quality of the products and services and letting them appreciate their value are of utmost importance. Sekisui Chemical Group has employed CS management focused on customer satisfaction (CS). CS comes first of all from the quality of products and services, and our goal is to embody CS in products and services themselves through the pursuit of their quality.
Based on this concept, in 2004 we began CS & Quality Management focusing on products and services quality innovations in all of our business. The aim is to progress and grow together with customers over the long term, by constantly delivering values that surpass their expectations so that they will choose our products and services repeatedly. For this purpose, based on the motto "We consider customer's feedback as the beginning of our manufacturing," we are improving the "Basic Qualities"1 and "Attractive Qualities2 through improving" the "Quality of Products and Services" and the "Quality of People" and the "Quality of Systems" that support it, utilizing a variety of feedback and other information received from customers. Sekisui Chemical Group is working together to pursue quality that will be always specified by customers.
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Basic Qualities
Delivering products and services with the quality promissed to customers.
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Attractive Qualities
Continuing to create new value in anticipation of the needs of customers and the other stakeholders.
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Mission
We, the Sekisui Chemical Group, consider "CS & Quality" as our central concept of management and will consistently innovate to maintain the quality of products throughout all our activities, continuously provide values (products and services) that meet customer expectations, strive for selection by our customers on an ongoing basis, and develop and grow with the customer over the long time.
Basic policy
We, the Sekisui Chemical Group, consider "Customer's Feedback" as precious resources for management and strive to innovate about "Quality of Products," "Quality of People" and "Quality of Systems" based on the motto "We consider customer's feedback as the beginning of our manufacturing."
Furthermore, we contribute to the realization of a safe and affluent society by continuously providing our customers and their communities with new value.
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Ensuring Basic Qualities
To ensure the reliability and safety of our manufactured products, which form the basis of "Product Quality," we effectively leverage customer's feedback and dedicate ourselves with a strong belief in forestalling any potential trouble and preventing any future recurrence throughout our entire value chain.
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Creating Attractive Qualities
We aim to share the emotional values of our customers by thoroughly pursuing "what the customer value is" and constantly creating attractive products and services that should realize such customer values.
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Upgrading Technological Capabilities
For the sake of ensuring Basic Qualities and for creating Attractive Qualities, we are upgrading our technological capabilities in all fields in order to achieve superb manufacturing development.
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Enhancing Communications
We value communication with our customers and the community and make sincere efforts when dealing with them as well as complying with the relevant laws and regulations in each country and region. We place special emphasis on resolving customer complaints or claims at an early stage by responding promptly and empathetically.
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Providing Thorough Employee Education
To gain and maintain the full trust and impression of our customers, we provide employees with continuous CS & Quality education as well as motivating our employees to achieve self-realization through customer satisfaction.
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Established April 2008
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We have identified two key performance indicators. One of these is external failure costs3, which arise in connection with complaints and claims concerning products. The other is the number of major quality issues4 related to products and services.
In fiscal 2010, we were able to decrease external failure costs by 4.2 billion yen from fiscal 2004. Two major quality issues arose during the year.
We will further cut external failure costs through revising group-wide quality-assurance systems and purchased/outsourced products systems. We also will establish standards for design review to prevent major quality issues so they will not occur in the future.
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External failure costs
Costs arising from responding to product-related complaints and claims.
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Major quality issues
Problems related to product and service quality that could cause significant damage to customers, society, or Sekisui Chemical Group if not thoroughly resolved on an urgent basis.
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To achieve the goals for fiscal 2013 of eliminating major quality issues and cutting external failure costs by 5 billion yen vs. fiscal 2004, in fiscal 2011 we will implement new training intended to train leaders in production sites, as a means of improving the Basic Qualities, and continue holding seminars on prevention of product quality-related problems. Furthermore, to strengthen qualityassurance abilities overseas we will begin with a survey of actual conditions in that area. Also, to help create Attractive Qualities we will continue releasing "The Story of Attractive Qualities," on the company intranet and continue "the Creation School" public training sessions for employees.
Results of Main Efforts in Fiscal 2010
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