CSR in the OKI Group Improvement of Customer Satisfaction
OKI's Efforts for Quality Assurance
Believing that quality entails "customer satisfaction," OKI's quality philosophy focuses on "providing products that always make customers happy." In order to make them happy, it is necessary for us to offer the products (products, services and solutions) customers truly need in the most timely manner. Based on this idea, we have built our quality assurance system and made various efforts.
Quality Assurance System and Management
Upon the transfer of its semiconductor business in October 2008, OKI reformed its quality assurance system. Quality Assurance Division, that had been part of the company's corporate management function, became a division of the business execution function so that quality assurance activities can be carried out in continuum with the activities of each business division.
The "Quality Assurance Regulations," the most significant rules among all quality-related rules and regulations of the company, defines OKI's quality philosophy, responsibility and authority, and company-wide product safety policy. In addition, there are administrative instructions for the entire company and each business division. These rules and regulations are incorporated into the the quality management system of each business division.
Continuation of Company-wide Quality Improvement Program
OKI has implemented a "company-wide quality improvement program" since 2005 in order to promote customer-oriented quality assurance activities in close cooperation between the company's R&D division and group companies responsible for maintenance and support. Under the program, we have extracted five issues deemed to be most important to customers (nuisance to customers, quality of products and services, customer TAT(*1)delivery time, and CS) from the results of customer satisfaction (CS) surveys we have conducted and opinions of customers we have collected. Based on this information, each business division sets its indicators to evaluate its quality assurance activities (quality KPI(*2)), checks if its targets have been achieved on a biannual and monthly basis. The achievements of each division are accessible to the management and all relevant parties whenever necessary through the intranet.
- *1:
TAT stands for turnaround time, the time taken to complete a certain task.
- *2:
KPI, a Key Performance Indicator, is an indicator to evaluate a factor to be focused for a certain goal.
Procedure to manage quality KPI on a monthly basis
