NEC 2013 Annual Report Download - page 40

Download and view the complete annual report

Please find page 40 of the 2013 NEC annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 64

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64

Since its founding in 1899, NEC has been developing a corporate culture under the motto “Better Products,
Better Services,” in which we create products and services that are more valuable to customers, and in which
every one of us understands, considers, and quickly responds to what our customers expect in order to make
NEC a company that is trusted and chosen by customers.
NEC’s projector market share in India
NEC conducts CS training globally to instill in employees the
importance of customer satisfaction
Improvements in India Based on CS Surveys
It is crucial to ensure that all employees adhere to the spirit
of the “Better Products, Better Services” motto so NEC can
realize its goal of being a leading global company under the
NEC Group Vision 2017. In fiscal 2013, NEC reinforced and
expanded its education and awareness programs to
entrench recognition of the importance of customer
satisfaction (CS).
Through these education and awareness programs, NEC
considered what was necessary for CS and encapsulated
this฀in฀the฀Universal฀CS฀Mind,฀whose฀five฀keywords—฀
speed, communication, hospitality, proactiveness, and
professionalism—express the key points for raising customer
satisfaction. These are based on past success stories, and
customer feedback.
At NEC, around 52,000 employees have undertaken this
training to date, not only in Japan, but also in the
NEC India Pvt. Ltd. handles IT and network solutions, as
well as projectors, monitors, and other products. This
subsidiary has made NEC a leading projector brand in India
despite numerous companies entering that field, intensifying
local competition.
In 2011, NEC India conducted its first customer
satisfaction survey of these products, with 46% of
respondents saying they were “dissatisfied.” The company
thereafter set about identifying the causes of such
dissatisfaction and in 2012 increased the number of service
centers from 6 to 66. It also worked on improving its
activities, such as by shortening replacement part delivery
times, and undertaking quick response initiatives to resolve
customer inquiries. These efforts translated into a drop in
“dissatisfied” customers to 14% and far better customer
satisfaction in the fiscal 2013 survey. Many customers also
expressed their thanks.
Asia-Pacific, Europe, the Middle East, and Africa, North
America, and Latin America.
NEC will continue working to raise employee awareness
of customers and will strive group-wide to contribute to
greater levels of customer satisfaction through its CS No. 1
initiatives, thereby becoming the corporate entity preferred
by customers.
CS Training for All NEC Group Employees
EARN฀CUSTOMER฀TRUST
39 NEC Corporation
Annual Report 2013