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
Photo: Kyocera CS Improvement Committee

Kyocera Group CS Improvement Committee
The Kyocera Group holds meetings of the Kyocera CS Improvement Committee with the President serving as its chairman on a regular basis to improve the customer satisfaction indices, 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 help them enhance their practical capability that allows them to smoothly handle quality problems.
ISO9001 Certification Status (pdf/163KB) 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 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.
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 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
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 FY2017 increased by about 40,000 to 101,063, compared to FY2016, as a result of the integration of the customer consultation section of the solar division into Kyocera after merging of a Group company in April 2016.

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.

Product Development by User Centered Design
Kyocera Document Solutions Inc. incorporates the concept of User Centered Design in its development process. Under this concept, users are always at the center of the life cycle of products such as printers and multifunctional products (MFPs), covering planning, design, production and sale; and products are designed based on information gathered from users and a good understanding of what they want.

Particularly in the design stage, it is important to understand customers’ needs and repeat the production and evaluation of prototypes. This is how the company realizes the supply of easy-to-use products and user-friendly services. Engineers and designers whose job is to develop products actually visit workplaces where people with disabilities work, as well as place themselves in wheelchairs or wear special kits in order to recreate the physical experience of elderly people so that they can better understand the needs of diverse people. What they learn is then incorporated into the verification and development of products.

Kyocera Document Solutions Inc.,Usability & Accessibility External Sites
Photo: Wheelchair usability evaluation

Wheelchair usability evaluation

One Approach

Antibacterial technology AG-PROTEX® won the FY2017 Japanese Society for Artificial Organs
   Technical Award.
The antibacterial technology AG-PROTEX jointly developed by Kyocera and Saga University won the FY2017 Japanese Society for Artificial Organs Technical Award.

The award was established in 1995 and is given to individuals or organizations that have developed technology which makes a great contribution to clinic fields or industrial fields related to artificial organs.

AG-PROTEX was recognized as an excellent technology that greatly reduces infection risk after surgery because of its high antibacterial effect created by coating the surface of an artificial joint.
Artificial hip joint using antibacterial technology AG-PROTEX

Artificial hip joint using antibacterial
technology AG-PROTEX
Kyocera’s solar modules certified as a “Top Performer”
Kyocera was certified as a Top Performer, the title of highest level achiever in the PV Module Reliability Scorecard 2016, a survey that evaluates the overall reliability of solar modules, conducted by the world-renowned certification organization in Norway, DNV GL.

The survey conducts five loading tests assuming an external environment that causes deterioration to a product, such as temperature cycle, condensation, or freezing, and measures the output deterioration of a module. Kyocera won the highest level evaluation and is the only manufacturer to achieve the status of an excellent manufacturer in all items in consecutive scorecards, following the previous survey in 2014.
photo:Kyocera’s solar battery module

Kyocera’s solar
module
High-durability smartphone and printer/multifunctional product (MFP) won the iF Design Award 2017
Kyocera’s high-durability smartphone DuraForce PRO, sold in the U.S.A., and A4 color printers and MFPs produced and sold by Kyocera Document Solutions Inc. were awarded the iF Design Award 2017 (Product Category) held by Germany’s iF International Forum Design GmbH Hannover.

The award is an internationally acclaimed design award applied to industrial products not only in Germany but also around the world. Design originality and innovativeness, ease of use, quality, environmental consciousness and other factors are comprehensively evaluated.

DuraForce PRO features a thin and slim design and high durability, while 4 printers and MFP models including the color A4 ECOSYS M5526 cdw feature simple designs, user-friendly operationality, and reduction in waste and printing cost through product longevity — features which were the keys to their awarding.

High-durability smartphone DuraForce PRO

Color A4 multifunctional product ECOSYS M5526 cdw
SOFC cell stack won the 70th Ceramic Society of Japan Award for achievement in industrial ceramic
   technology.
Development and commercialization of a flat-tubular SOFC (solid-oxide fuel cell) developed by Kyocera won the technological achievement award of the Ceramic Society of Japan Award. The cell is unique in that it features both advantages of a cylindrical cell resistant to heat stress and a flat-plate cell that realizes higher output density during cell stacking. Development and commercialization of this product was highly evaluated for its contribution to the advancement and development of the ceramic industry and science and technology.
Commercialization of “miraie f” smartphone for children
Kyocera commercialized a smartphone equipped with various functions that ensure safety and security of both parents and children, called the miraie f, in January 2017.

The product was developed to meet the demands of parents who wanted a smartphone that could allow them to check the safety of their children. It has a filtering function that automatically restricts access to designated Web sites and apps and a crime prevention buzzer with a camera that automatically sends images when triggered.

Smartphone for children, miraie f
   
 
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