CS (customer satisfaction) enhancement

CS a top priority

Under our Group policy of making customer satisfaction (CS) a top priority, our CS Promotion Committee deliberates and determines policies and measures. Meeting on a monthly basis, this committee has convened a total of 246 times, and its activities are firmly rooted in our Group.

Internally, we hold a CS discussion meeting annually to share CS activities and enhance awareness of CS. Every year, each business site and business division creates their own CS Declaration on the five CS principles. This year, many of the declarations related to SDG promotion and carbon neutrality initiatives.

Business presentations to trading companies, which were canceled the previous year due to the COVID-19 pandemic, were livestreamed online this year. We expressed our gratitude to the trading companies and distributors who support us on a daily basis, and shared our Group business policies. We sent certificates and commemorative plaques to trading companies that made particularly large contributions. In the coming year, we will continue to hold meetings to deepen our relationships of trust through an even more active exchange of ideas.

customer satisfaction
CS Promotion System and One Sumibe Activity Structure

Cross-organizational Promotion of One Sumibe Activities

Our Company promotes One Sumibe Activities as one of our key measures. Our CS aims include providing customers with value and a more delightful experience through efforts that cut across our whole company.

One Sumibe Promotion Committee held an information- sharing meeting with the aim of improving company-wide responsiveness on themes that have become crucial in recent years, such as environmental responsiveness and utilization of digital technology. In addition, we planned and held an event to express our appreciation for cross- divisional contributions, and promoted educational activities and culture building to mobilize company-wide capabilities.

The Priority Customer Practical Team will provide solutions from a company-wide perspective to help solve customer issues.

The Expansion Activity Team also continues to hold cross-departmental product study sessions. The establishment of a point of contact for departmental consultations has resolved uncertainty about where to direct questions. Activities have expanded in various ways, including empathy through the compilation of case studies in successful practices, and the use of sales channels.

In the coming year, we will further promote the revitalization of our entire group through participation by each and every one of us.

One Sumibe
One Sumibe Activities Medium-term Policy(fiscal 2021-2023), One Sumibe Promotion Committee, Priority Customer Practical Team (Automotive Field), Expansion Activity Team

Utilizing QPiT Information to Enhance CS

We are utilizing various kinds of information accumulated in the QPiT, our Group’s system for managing quality-related information such as complaints and customer requests, to enhance CS. There are common threads within complaints and customer requests and such information can be useful for other divisions. By analyzing the content and trends of such information and implementing measures to address the issues while building a framework to improve these and sharing these internally, a wide range of divisions can work to achieve the aim of improving CS.

The QPiT system allows us to quickly share information with management and provide feedback with QPiT-based complaint statistics data to business units in order to confirm the effectiveness of claim recurrence prevention and to shorten the time required to respond to claims. Furthermore, in the new system to be introduced in fiscal 2022, we are working to create a data structure that will enable more detailed statistical analysis of claim information to help with CS improvement activities.

Dissemination of Corporate Information

In order to help stakeholders gain a better understanding of the Group’s diverse activities, we strive to ensure that all our communications comply with applicable laws, regulations and in-house rules, and use honest, appropriate, and easy to understand display methods and expressions.

Besides the disclosure of corporate information as mandated by law, we use diverse media to disseminate information externally, such as press releases, advertising in newspapers and magazines, booklets, advertisements in train stations, Shinkansen carriages, and baseball stadiums, as well as signage and our website. We made our corporate website compatible with smartphone viewing (Japanese, English and Chinese language versions). Through our exhibition booths and some of our product displays, we present final products and digital signage in which our Group’s products are used as parts or materials to help customers and business partners understand our new Group activities better. Since fiscal 2020, we have also been focusing on spreading information through video content, in part due to the impact of the COVID-19 pandemic.

Digital signage ads on the Tokaido and Sanyo Shinkansen lines

Digital signage ads on the Tokaido and Sanyo Shinkansen lines

YouTube distribution of video content: Skin-type packaging film (Oishisa Skin®)

YouTube distribution of video content: Skin-type packaging film (Oishisa Skin®)

Advertisement posted on the outfield fence of the Belluna Dome, home of the Saitama Seibu Lions.

Advertisement posted on the outfield fence of the Belluna Dome, home of the Saitama Seibu Lions.

Sumitomo Bakelite North America, Inc. Open Lab

Sumitomo Bakelite North America, Inc. Open Lab

MYFC uniform (with Company name displayed on the back), in a display space at the head office

MYFC uniform (with Company name displayed on the back), in a display space at the head office

Company TV screen advertisement during Belluna Dome Mynavi All-Star Game 2021 (July 16) at the Belluna Dome

Company TV screen advertisement during Belluna Dome Mynavi All-Star Game 2021 (July 16) at the Belluna Dome

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