Konica Minolta 2015 Annual Report Download - page 57

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Sharing quality issues within the Group and
cross-deploying countermeasures
A quality assurance system in line
with our quality policy
Konica Minolta aspires to maximize customer satisfaction and trust
by providing products and services of superior value. The Group
has articulated its basic approach to accomplishing this in the
Konica Minolta Quality Policy, which governs Group companies
worldwide.
An issue of particular importance is ensuring safe, reliable
products and services. Accordingly, Konica Minolta has established
a unified quality assurance system across the Group and
addresses quality assurance in terms of the entire product lifecycle.
Konica Minolta is determined to help create a better world by
resolving customers’ problems. To do this, it seeks to build deeper
relationships with customers so that it can identify and satisfy both
apparent and latent needs.
Konica Minolta is accelerating its Group-wide effort to share
information regarding quality problems and cross-deploy
countermeasures as “One Konica Minolta,” a policy launched in
fiscal 2013. The goal is to increase sensitivity to quality issues,
thereby resolving problems early on and ensuring better response.
In fiscal 2014, the Group conducted Production Capability
Assessments at 19 production sites, including sites outside Japan.
Site personnel at one site act as assessors at different sites,
conducting assessments that quantify different aspects including
the 5Ss (Sort, Straighten, Shine, Standardize, and Sustain),
visualization, elimination of inefficiencies, and factory management.
These efforts seek to share issues with production capability
across all business segments. In terms of the 5Ss and visualization,
presenting ideals as guidelines encourages proactive
improvements on the production floor. Additionally, good practices
are cross-deployed by sharing assessment results and examples
of initiatives from each site on the Company intranet.
Since fiscal 2013, Konica Minolta has held an annual Global
Customer Relations Conference in collaboration with sales
companies in and outside Japan. The sharing of various issues and
initiatives in the improvement of customer relationships around the
world and the knowledge gained from those efforts lead to the
pursuit of best practices Group-wide.
In fiscal 2014, the second conference was held in January
and was attended by customer relationship managers from sales
companies in Japan, the U.S., Europe, and the Asia Pacific region,
as well as members of the development, production, and
marketing departments. The conference was a vehicle for sharing
knowledge on such issues as the establishment and utilization of
global KPI and the adoption of a “transaction survey” to measure
customer satisfaction in response to each company’s actions.
Participants also took part in a Customer Value Creation Workshop
implemented in Japan ahead of other countries, and participants
learned methods for thinking about value from the customer's
point of view.
Quality Management
Ensuring safety and reliability for products and services while building
an integrated quality assurance system Group-wide
Production Capability Assessment
Global Customer Relations Conference
Global Customer Relations Conference held to
share local information globally
Focused Topic
Konica Minolta ranked first place in Quality
Management Level Research
Konica Minolta ranked first place overall on the 8th JUSE Quality
Management Level Research, announced by the Union of Japanese
Scientists and Engineers in October 2014. It earned the top position in
two out of six assessment areas: customer orientation, and system
utilization and deployment capability. It also received top-three
assessments in the training of human resources who carry out quality
management and in the management of reliability, safety, and trust.
The Company believes that the results reflect recognition of the way
Konica Minolta has globally developed a system for quality
improvement through development-production-marketing cooperation
and pursued customer value with a customer-centric focus.
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KONICA MINOLTA, INC. Annual Report 2015
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