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CSR in the OKI Group Improvement of Customer Satisfaction

Initiatives to Improve Customer Satisfaction (CS)

Initiatives to Improve Customer Satisfaction with Maintenance Service

With the aim of improving the technical capabilities of customer engineers (CE), which are responsible for equipment maintenance starting with repair work for customers, and improving how effectively CEs respond to customers, OKI Customer Adtech, a maintenance service company, organizes an “IT Technology Contest” each year.


CE at the “IT Technology Contest“

At the 23rd contest held in November 2016, 20 CEs selected from business offices and subsidiaries across Japan competed in two carefully orchestrated scenarios - an ATM installation job and responding to problems in a network for color LED multifunction printers - on the basis of their technical skill and how well they could explain the situation to customers.

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.

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