Approaches to Raising Quality and Customer Satisfaction Levels

Japan
| Efforts to Improve Product Quality | Efforts to Ensure Product Safety |
Approaches to Raising Customer Satisfaction Levels |

 Efforts to Improve Product Quality
Kyocera Quality Policy
The Kyocera Group has established the Kyocera Quality Policy to achieve production of quality goods that fully satisfy our customers' needs.

All departments must pursue the right way to perform their jobs based on a firm policy in order to realize an enterprise that is worthy of trust throughout the world. All employees of the Kyocera Group continue to strive to do every job right the first time toward the goal of becoming a world leader in quality.
Kyocera Quality Policy
1. Kyocera places top priority on our environmental management and product safety systems.
2. Kyocera provides products and services to our customers that exceed their expectations by putting them first.
3. Kyocera aims to be a world leader in quality by doing every job right the first time.

Quality Management Systems
Kyocera Group CS Improvement Committee

Kyocera Group CS Improvement Committee
The Kyocera Group (Japan) holds meetings of the Kyocera CS Improvement Committee, with the President serving as its chairman, on a regular basis to improve customer quality-related indicator, share quality information to prevent quality problems, and prevent the recurrence of quality-related problems. The company has established quality management systems based on ISO9001, and each business unit sets its own quality targets and carries out quality improvements towards their achievement. Furthermore, these improvement activities are continuously being upgraded by holding various quality-related training programs. This training is designed to give employees field drills with the help of Kyocera-style tree diagrams and to help them enhance their practical ability to smoothly handle quality related problems.
ISO ISO9001 Integrated Certificate (pdf/1,002KB) PDF
ISO ISO9001 Certification Status (pdf/18KB) PDF


 Efforts to Ensure Product Safety
Kyocera Product Safety Policy
Safety is the utmost priority for all products made or sold by Kyocera. Regardless of form or function, they must not endanger a personís 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.
Kyocera Product Safety Policy
1. Kyocera is fully acquainted with the latest information related to product liability and product safety.
2. Kyocera maintains an industry-leading standard of product safety.
3. Kyocera systematically practices product safety in accordance with manuals.
 
Responses to Accidents Involving Products
We have established systems that allow the CS (Customer satisfaction) Division and Risk Management Division to gather information and implement countermeasures if a serious product accident occurs. We also notify the competent authority of such accidents and disclose information on our Web site.

Risk management and compliance (Risk Management Promotion)

 Approaches to Raising Customer Satisfaction Levels
Approaches to Raising Customer Satisfaction Levels
The Kyocera Group (in Japan) uses customer feedback and a customer quality-related indicator to understand customer satisfaction levels. Setting a target for customer quality-related indicator at 0.5% or lower, we strive to improve customer satisfaction every year.

Action by the Customer Support Center
The Kyocera Group operates a Customer Support Center (Call Center) to handle mainly matters concerning products for general consumers. By responding earnestly, correctly and promptly to customer inquiries, consultations, complaints and other issues, the Kyocera Group aims to raise the 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.The number of inquiries to Kyocera in FY2018 was 79,905.

Safeguarding Customer Personal Information
In the Kyocera Group, the personal information of customers is as a rule obtained directly from customers, upon agreement with the customers, and only after clarification of the purpose for which it would be used is provided. Personal information stored by the Kyocera Group is handled appropriately in accordance with strict controls based on the Electronic Information Security Management Policy and associated regulations.

   
 
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