Quality -Enhancing Product Quality and Customer Satisfaction

Goals and Achievements of Major Initiatives

Objective of initiatives Goals for fiscal year 2016 Achievements in fiscal year 2016 Evaluation Goals for fiscal year 2017
Secure product quality. Firmly establish and promote awareness of product quality as essential to upholding a sound operating foundation. Product quality–related educational initiatives were implemented Groupwide in line with the Group’s quality policy. ★★★ Promote efforts to foster employees who will shoulder responsibility for product quality and customer satisfaction.
Promote efforts to secure product quality through collaboration between the Quality Assurance Department and product division quality assurance sections. The department and sections held regular discussions with the aim of ensuring an ideal quality assurance arm and collaborated to conduct product quality audits at all DIC Group companies in Japan and reinforce quality assurance frameworks. ★★★ Encourage relevant divisions and departments to cooperate at all stages, from product planning through to shipment, with the goal of providing the products and services that customers and markets seek.
  • Evaluations are based on self-evaluations of current progress. Key: ★★★ = Excellent; ★★ = Satisfactory; ★ = Still needs work

Basic Approach

Along with its Environment, Safety and Health Policy, the DIC Group views the improvement of product quality as a theme that is essential to upholding a sound operating foundation. Accordingly, the Group seeks to ensure every employee shares the sentiment conveyed in its Quality Policy and works continuously to enhance quality and ensure customer satisfaction.

DIC’s Quality Policy   “Contribute to the prosperity of customers and society by consistently providing reliable products” (Updated in May 2015)

Framework for Implementation

Framework for Implementation

To better leverage its agility and comprehensive capabilities, DIC has established a matrix-like quality management configuration that positions product divisions on the vertical axis and the Technical Administrative Division and Production Administrative Division on the horizontal axis. DIC has also introduced a quality management system (QMS) based on ISO 9001—the International Organization for Standardization’s benchmark for such systems—in product divisions and subsequently earned ISO 9001 certification for all of its production facilities. The Company capitalizes on this QMS, as well as on two other management systems, to promote ongoing efforts to enhance quality.
In fiscal year 2015, DIC revamped its quality assurance configuration with the aim of building a stronger consensus between top management and people on the front lines, establishing a framework that enables swift and effective responses to quality issues. The Company is also taking steps to enhance internal quality audits and product quality–related educational initiatives to create a corporate culture focused on ensuring the quality of its products. This configuration divides product quality into two functions: Product quality across the entire DIC Group, which is the responsibility of the Quality Assurance Department, and product-specific quality management, which is overseen by product division quality assurance sections to facilitate prompt and appropriate quality management. By thus dividing Groupwide and product-specific quality management, DIC has positioned itself to advance close communication among these departments and to secure product quality.
The Quality Assurance Department implements regular product quality audits of DIC Group companies in Japan to ensure that quality management is functioning effectively, as well as to lift product quality levels, thereby ensuring customer satisfaction. Overseas, DIC Group companies continue to promote a variety of efforts directed at further reinforcing product quality.

1. Initiatives Aimed at Increasing Customer Satisfaction

To ensure its ability to provide high-quality products that customers feel secure using, DIC promotes a variety of quality improvement initiatives during product planning, design and development, the procurement of raw materials and sales, giving consideration to the need for effective product stewardship. Meticulous risk evaluation is conducted at the design review stage to guarantee safety. After products are sold, customer and market assessments are gathered and fed back to development departments to facilitate further quality improvements. Looking ahead, with the realignment of its SAP system, DIC will strengthen controls in areas such as product development (including responding to the need for information on raw materials) by promoting communication with technical and other departments.

Initiatives Aimed at Increasing Customer Satisfaction

2. New Efforts to Enhance Product Quality-Related Educational Initiatives

Training session
Training session

Committed to providing safe, secure products that satisfy its customers, DIC recognizes the importance of ensuring that employees maintain a high awareness of quality, as well as a constant commitment to achieving further quality improvements and upholding high quality standards. To this end, the Company provides education regarding product quality to all DIC Group employees at specific times, including through training for those newly promoted. In fiscal year 2016, DIC also began offering training led by external experts in the field for employees involved in quality management. To date, a total of 45 individuals have participated in such training. Going forward, DIC will continue working to establish and promote further awareness of product quality as essential to upholding a sound operating foundation.

3. Global Product Quality Initiatives

All overseas DIC Group companies with production capabilities (excluding those belonging to the Sun Chemical Group) have earned certification under ISO 9001, the International Organization for Standardization’s benchmark for quality management systems. DIC will promote efforts to reinforce its global quality assurance capabilities through the implementation of quality audits.

4. Preventing the Recurrence of Problems

「Quality News (Issue No. 75, published in April 2016)
Quality News (Issue No. 75, published in April 2016)

Information on quality problems (complaints and criticisms) that arise is collated and analyzed and then shared across the Group to prevent recurrence. To discover the causes of such problems, the Group employs “why-why analysis” (“naze-naze bunseki.”) Using why-why analysis in an effort to eliminatie product reject at the production stage, the Hokuriku Plant in Japan has so far succeeded in achieving an 80% reduction from the fiscal year 2010 level. DIC also applies why-why analysis in determining the cause of accidents, an approach that continues to yield solid results.
DIC also publishes Quality News, which provides useful information on quality management and ways to enhance work quality. In addition to being published regularly on DIC’s portal site and distributed directly to relevant parties, Quality News is used in employee training.

  • Change in the Number of Product Returns Change in the Number of Product Returns

  • Change in the Number of Complaints Received Change in the Number of Complaints Received

VOICE

We are working to add increased value to products.

Liquid crystal materials play a significant role in determining the quality of televisions, tablet computers and other devices. My team approaches its work with the aim of finding ways to ensure stable quality, as well as to improve usability, output and other factors that influence performance but cannot necessarily be explained in numbers. From the development stage to the design stage, we help ensure effective supply chain management, improve inspection accuracy and confirm production processes, working closely with other departments toward a common goal.

General Manager, Liquid Crystal Quality Assurance Department, Liquid Crystal Materials Product Division, Saitama Plant  Kunihiko Kotani

General Manager,
Liquid Crystal Quality Assurance Department,
Liquid Crystal Materials Product Division, Saitama Plant
Kunihiko Kotani

VOICE

Our goal is to ensure the satisfaction of customers by providing safe products and services that they can use with confdence.

In fiscal year 2015, DIC established the Quality Assurance Department, a move designed to further strengthen the Group’s QMS. We collaborate with the quality assurance sections of product divisions to ensure awareness of DIC’s Quality Policy and implement a variety of related measures. Product divisions work to enhance quality at all stages of a product’s life cycle, from planning, development and the selection of raw materials through to production, disposal and recycling. The Quality Assurance Department is responsible for fostering human resources conducive to achieving further quality improvements. Accordingly, we focus on planning and promoting educational programs that increase awareness of quality and improving quality management skills.

General Manager, Quality Assurance Department Yuuichi Kougo

General Manager,
Quality Assurance Department
Yuuichi Kougo

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