Prominence in 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. In 2004, we coined the phrase CS & Quality in the belief that customer satisfaction and quality are inseparable. We began CS & Quality Management to consistently deliver value to our customers so that they will always choose our 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
CS & Quality Management Promotion SystemEstablishing the CS & Quality Subcommittee That Reports to the CSR 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 CSR Committee. Both the CSR Committee and CS & Quality Subcommittee meet twice a year to deliberate on non-financial CS & Quality issues. In fiscal 2018, meetings of the CS & Quality Subcommittee were held in September and March.
CS & Quality Management Promotion System
Creating Customer-oriented ProductsAbout the 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.
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 2018 based on our “Self-declaration for Customer-Oriented Management.”
1. Ensuring Basic Qualities
Sekisui Chemical Group conducts the CS & Quality Seminar: Basic Qualities Edition every year with the goal of bolstering the level of Basic Qualities among Group employees. With a focus on people, the fiscal 2018 seminar centered on the fostering of human resources with an eye toward eliminating human error.
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, including improvements in quality and productivity, increasing operational efficiency, and policy and management issues. 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
Sekisui Chemical Group conducts the CS & Quality Seminar: Attractive Qualities Edition with the goal of bolstering attractive qualities. In fiscal 2018, the seminar was focused on the building of a corporate culture that fosters the creation of attractive qualities from the workplace in line with Company policies aimed at bolstering workplace abilities.
With the goal of accelerating the creation of attractive qualities, Sekisui Chemical Group has established the Attractive Qualities Screening System, in which a third party measures the attractiveness of our products once every three years. In fiscal 2018 we introduced our employees through the intranet The Story of Attractive Qualities, a summary of the development efforts and ideas of departments with award winning products in fiscal 2017.
As part of our effort to build a corporate culture that creates attractive qualities, Sekisui Chemical Group has established the Wakuwaku Chaya Study Group in fiscal 2013 where employees steer their own study groups in order to focus on how to best improve CS culture, with the ultimate goal of promoting communication on the topic across organizational boundaries. The methodology of these study groups is used each year in the training of newly appointed managers, and with the goal of creating a corporate culture that fosters the creation of attractive qualities, participants have declared through dialogue their commitment toward determining their own CS & Quality activities.
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) in the implementation of attractive qualities process approach. 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 a developer to effectively understand 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.
Our efforts to take into account the voices and values of those outside the Company include our CS & Quality Seminar, which invites external experts to speak, the Attractive Qualities Screening System, which involves product quality assessments provided by third-party experts, and customer satisfaction surveys in the housing company business. In addition, and separate from this survey, each year we publish and distribute to all Group companies the VOICE booklet summarizing customer inquiries and feedback gathered by the Customer Consultation Office.
With the goal of improving communication among employees, Sekisui Chemical Group shows CS & Quality videos from other companies, sponsors the Wakuwaku Chaya Study Groups to promote increased CS awareness and the shared understanding of individual perspectives, and conducts employee CS & Quality assessments and workshops aimed at promoting employee discussions on CS & Quality systems and activities.
5. Providing Thorough Employee Education
Sekisui Chemical Group distributes to all Group employees the CS & Quality Management booklet summarizing the Company’s CS & Quality management philosophy and policies. We published this booklet in English, Chinese and other languages in fiscal 2017 and fiscal 2018 for distribution to our overseas locations. We also distribute our STAR 55 Bulletin, a newsletter collecting outstanding examples of CS & Quality management to our Group employees.
We see the introduced initiatives (1) to (4), which cover such wide-ranging fields as CS & Quality Seminar, Attractive Qualities Screening System, Wakuwaku Chaya, Telephone Service Training, VOICE, and Employee CS & Quality Assessments as measures that facilitate the education of employees.