CS & Quality
Pursuing the Quality Always Specified by Customers by Maximizing “Quality of People,” “Quality of Systems,” and “Quality of Products.”
Since 1999, SEKISUI CHEMICAL Group has practiced customer satisfaction (CS) management. Starting from 2004, we have applied a new phrase, “CS & Quality,” based on the belief that customer satisfaction and quality are inseparable. We continue to work on CS & Quality Management to always deliver sufficient value to our customers, ensuring they will continually select our Group’s products and services.
As we consider customer’s feedback as the beginning of our manufacturing activities, we are actively honing the Quality of Our People, the Quality of Our Systems, and the Quality of Products and Services. In this manner, the Group is working in unison to consistently deliver the quality that is always specified by customers.
SEKISUI CHEMICAL Group’s CS & Quality Management Circulation Diagram
Flow of Utilizing Customer Feedback in Management
For more information, see SEKISUI CHEMICAL Group “CS & Quality Management Policy.”
CS & Quality Management Promotion SystemEstablishing the CS & Quality Subcommittee that Reports to the Sustainability Committee
SEKISUI CHEMICAL Group deliberates on and determines all financial and non-financial initiatives and policies through its Board of Directors.
SEKISUI CHEMICAL maintains a CS & Quality Subcommittee, which reports to the Company’s Sustainability Committee. Both the Sustainability Committee and CS & Quality Subcommittee meet twice a year to deliberate on non-financial CS & Quality issues.
In fiscal 2020, meetings of the CS & Quality Subcommittee were held twice, in September and March.
CS & Quality Management Promotion System (from FY2020)
Initiatives Under the CS & Quality Medium-term Plan (FY2020-FY2022)
Roadmap for CS & Quality Control Initiatives
- SPMC stands for “Sekisui Process Management Chart.”
Follow-up Activities for the Self-declaration for Customer-oriented Management
Sekisui Chemical is in favor of the Consumer Affairs Agency’s initiates for bringing about “Customer-oriented Management” and made a “Self-declaration for Customer-oriented Management*,” expressing Sekisui Chemical philosophy and plans for initiatives, in January 2017.
- Companies declare to engage in consumer-oriented management, take action based on their declarations and disclose the outcomes of their initiatives.
Activities carried out based on the Self-declaration for Customer-oriented Management
Mindful that customer opinions are a valuable resource for management, our CS & Quality Management is based on the motto “customer feedback is the beginning of our manufacturing activities” and is focused on aggressively pursuing innovations in the “Quality of Our People”, the “Quality of Our Systems”, and the “Quality of Our Products.” We aim to contribute to the realization of a worry-free and abundant society by continuing to provide new value to our customers and society.
Below are five activities undertaken in fiscal 2020 based on our “Self-declaration for Customer-Oriented Management.”
1. Ensuring Basic Qualities
SEKISUI CHEMICAL Group has constructed a quality assurance system extending from the product development stage to all processes including design, manufacturing, and sales, and we are promoting the maintenance of quality assurance systems, design and development management, and day-to-day management activities.
Group companies in Japan and overseas are developing and promoting Group KAIZEN Activities, in which employees in each workplace form small groups to address various topics such as improvements in quality and productivity. SEKISUI CHEMICAL Group is also focused on establishing a common language in quality and employs a QC Certification system to measure the level of quality knowledge in its employees.
2. Creating Attractive Qualities
We held the CS & Quality Seminar: Attractive Qualities Edition with the goal of enhancing our employees’ attractive qualities.
Due to the need to prevent COVID-19 infection in fiscal 2020, this event was hosted at a venue with an attendance restriction added, and the proceeding were shared twice in a live streaming format.
In addition, we created Attractive Quality Stories related to the SPR-SE method, which was the award winner for the Attractive Qualities Screening Program held in fiscal 2019.
3. Upgrading Technological Capabilities
We are holding a variety of seminars to learn effective and efficient preventative measures in order to avoid the occurrence of quality issues when developing new products.
We are also effectively utilizing our quality management systems (QMS) with a process approach mindset. For internal audits in particular, we are promoting activities aimed at increasing the use of the SPMC (Sekisui Process Management Chart), an in-house assessment tool.
We believe the ability to respond effectively to our customers is a key attractive quality and have accordingly established a Telephone Service Training program to improve the ability of our employees to provide phone-based service to our customers.
4. Enhancing Communications
SEKISUI CHEMICAL Group believes a customer-oriented business requires effective understanding of the needs of its customers through communication with individuals from both inside and outside the Company. To this end we are focused on creating a variety of communication opportunities.
In our Housing Company business, we are continually implementing customer satisfaction surveys.
In addition, SEKISUI CHEMICAL publishes and distributes the VOICE booklet, which summarizes customer inquiries and feedback gathered by the Customer Consultation Office, to all Group companies.
5. Providing Thorough Employee Education
SEKISUI CHEMICAL Group conducts CS & Quality training each year for new recruits. Training for new recruits considers the Group’s approach toward CS & Quality management as well as daily operating behavior that is conducive to customer satisfaction.
In addition, we also consider measures such as our Employee CS & Quality Assessments, which is conducted for employees once every two years, to be initiatives for assisting employee education.