| Thorough application of the “Customer-First” Principle is a top priority of the Kyocera Group — we are constantly working to further enhance product quality, and provide customers with products and services that bring complete satisfaction and enjoyment. By these means, the Kyocera Group is striving to earn trust and contribute to society. |
| Topics / Goals |
FY2012 Results |
FY2013 Plan |
| Quality improvement measures |
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Implemented quality training at overseas Group companies (Tree Diagrams & Prevention Training) |
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Raise the CS* Index through quality training |
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| * CS: Customer Satisfaction |
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| | Approaches to Quality Improvement | Approaches to Raising Customer Satisfaction Levels | |
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Approaches to Quality Improvement |
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Kyocera places top priority on our environmental management and product safety systems. |
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Kyocera provides products and services to our customers that exceed their expectations by putting them first. |
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Kyocera aims to be a world leader in quality by doing every job right the first time. |
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| The Kyocera Group has established the Kyocera Quality Policy to achieve production of quality goods that fully satisfy our customers’ needs. We develop our businesses on the basis of this Quality Policy, and aim to always be an enterprise that is worthy of trust throughout the world. Moreover, to provide a high level of satisfaction to our customers, Kyocera is doing everything possible to ensure observance and correct application of the rules, starting at the planning stages. |
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| Quality Management System |
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To realize the Kyocera Quality Policy, we are taking the following three measures to strengthen and improve the Quality Management System:
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Ongoing improvement of the Quality Management System in accordance with ISO9001 and other standards |
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Set quality targets in each business division based on the Management Direction and Quality Policy, then prepare plans and implement improvement activities to reach targets |
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Use Kyocera CS Improvement Committee activities to advance measures for prevention of quality problems and prevention of recurrence |
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| Kyocera CS Improvement Committee |
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Chaired by Kyocera’s president, the Kyocera CS Improvement Committee has representatives of each business division in the Kyocera Group (Japan) serving as committee members. The Committee meets once a month to advance improvement of the CS Index in each business segment. Specific actions include the sharing of information on quality among divisions, prevention of quality problems before they occur, and prevention of recurrence. |
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| Kyocera Product Safety Policy |
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Kyocera is fully acquainted with the latest information related to product liability and product safety. |
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Kyocera maintains an industry-leading standard of product safety. |
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Kyocera systematically practices product safety in accordance with manuals. |
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Safety is the utmost priority for all products made or sold by Kyocera. Regardless of form or function, they must not endanger a person’s life or well-being, nor inflict damage on property. From this perspective, Kyocera has set a Product Safety Policy, in addition to its Quality Policy.
Kyocera established Product Safety System Guidelines as a concrete code of action at all levels of corporate activity.
Additionally, the Guidelines for Product Safety Labeling serve as supplementary guidelines for understanding international standards relating to safety labels. |
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| Response to Accidents Involving Products |
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| Kyocera has clarified emergency contact numbers for response in the case of a serious accident involving our company’s products. The system enables immediate notification of reports from customers. At the same time, the Consumer Affairs Agency is promptly advised of any matters, and information is disclosed through relevant Web sites and other media. |
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Approaches to Raising Customer Satisfaction Levels |
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| Action by the Customer Support Center |
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Kyocera operates a Customer Support Center (call center) to handle matters concerning consumer products. By responding earnestly, correctly and promptly to customer inquiries, consultations, complaints, and other matters, Kyocera aims to raise its level of customer satisfaction.
Valuable information and inquiries received from our customers are promptly reported to top management and shared among the relevant business segments. The information received is used to improve the quality of our products and services.
Private information on customers is completely protected and controlled by corporate regulations on information security.
Note: Corresponding to the commercialization of Kyocera smartphones, the number of related questions and inquiries rose in fiscal 2012 compared with the previous year. |
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Case Example
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 Evaluation by Independent U.S. Reviewer |
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In May 2011, Buyers Laboratory, Inc. (BLI), an independent reviewer of office equipment in the U.S.A., awarded Kyocera Document Solutions Inc. with the highest ratings of “Highly Recommended” and “Reliability Certified” for the TASKalfa 5550ci, a color multifunctional product (MFP) now on the market.
In August 2011 and January 2012, several color MFPs, printers and other equipment were awarded, respectively, the “2011 Summer Pick Awards” and the “2012 Winter Pick Awards.”
The machines were highly evaluated from perspectives including reliability, productivity, image quality and usability.
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| Service Test Certification Awarded in Germany |
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TÜV Rheinland is one of the world’s leading institutions in third-party testing and certification of products for safety and quality. Kyocera Fineceramics GmbH (“KFG”) was highly evaluated by TÜV for after-sale service following installation of solar modules. In May 2011, KFG received the first service test certification awarded in the energy sector in Germany. Evaluation focused on the degree of priority given to customers, in such areas as solar module reliability, warranty conditions, and speed of response to complaints. KFG will continue striving to please customers by enhancing services.
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Japan
