CSR in the OKI Group Improvement of Customer Satisfaction
Initiatives to Improve Customer Satisfaction (CS)
Initiatives to Improve Customer Satisfaction (CS) in Production Activities
In order to ensure customer satisfaction and quality in its production activities, OKI has conducted a twice-a-year CS survey of customers of its EMS (Electronics Manufacturing Service) business since fiscal 2003. The results of such surveys are posted on the CS page of the intranet within the limits of confidentiality so that they can be used to further improve our products, services and systems. Believing that each employee's commitment to customer satisfaction is indispensable for reliable quality, we have established the CS Rules of Conduct, give education programs focusing on CS.
Furthermore, all employees involved in production and the EMS business are asked to carry cards with "MY CS-oriented Behavior Checklist" and "My Goals" when they work.
System to Support Customer Engineers that Helps Improve Customer Satisfaction
OKI Customer Adtech, an OKI Group company providing maintenance services, developed "@ Smart CE System," a system to support customer engineers (CEs). The purpose of the system is to improve the quality of services offered by CEs working at customer sites and thus help improve customer satisfaction. The company completed the nationwide deployment of this system for its approximately 1,200 CEs at 250 service sites in January 2010.
The system allows the company's CEs to search and browse technical information in situ at customer sites with their smart phones. It also enables the backoffice staff to check real-time what is going on where with each CE and offer him/her the most appropriate support at the most appropriate timing. We will continue to further improve customer satisfaction by utilizing this system.
