Quality Policy and Quality Activities

Targets and Achievements of Major Approaches

Objective/Task FY 2012 Goals FY 2012 Results Evaluation FY 2013 Goals
Securing of quality Interpret QMS such as ISO 9001 and others as tools to ensure efficient work and promote to improve customer satisfaction by use of QMS. In accordance with our “matrix-type organizational system”, which positions the Product Division on the vertical axis and Sales, Technical and Production Administrative Divisions on the horizontal axis, we introduced and organized a QMS in the Product Divisions in order to facilitate smooth inter-division collaboration ★★ Utilize ISO 9001 and other QMS as tools for increasing quality of work in order to improve customer satisfaction
Confirm and organize QMS tasks at the new business systems, support improvement activities and improve quality management activities ★★ Identify and organize QMS issues within “the matrix-type organizational system” while supporting improvement activities, and enhance quality management activities

DIC’s Customer-First Flowchart

DIC’s Customer-First Flowchart

DIC Quality Management

In April 2012, DIC established a matrix-type organizational system that positions the Product Division on the vertical axis and Sales, Production and Technical Administrative Divisions on the horizontal axis in order to make use of mobility as well as comprehensive, overall strength. In accordance with this organizational style, we introduced a quality management system (QMS) based on ISO 9001 in the Product Division to facilitate smooth inter-division collaboration.

We have achieved ISO 9001 certification at our plants and established a QMS for the Product Division, and DIC utilizes these two systems in close conjunction to share customer feedback and other information within the matrix- type organization in an effort to achieve customer satisfaction.

FY 2012 Primary Quality Initiatives and Review

Changes in Numbers of Product Returns (% Compared to Previous Year)
Changes in Numbers of Product Returns (% Compared to Previous Year)

Changes in Numbers of Complaints (% Compared to Previous Year)
Changes in Numbers of Complaints (% Compared to Previous Year)

1 Number of complaints: 10% reduction compared with FY 2011.

2 Number of product returns: 10% reduction compared with FY 2011.

3 The following seven locations sustained their certification under Sony Green Partner Standards: Komaki Plant, Yokkaichi Plant, Saitama Plant, Tatebayashi Plant, Chiba Plant, Hokuriku Plant and DIC Epoxy (Malaysia) Sdn. Bhd.

4 As part of efforts to take precise countermeasures and prevent reoccurrence of problems, the DIC group promoted application of “Naze-Naze Bunseki (‘Why-Why’ Analysis)”* to logically uncover the causes of those problems.

5 With the aim of enhancing the effectiveness of ISO 9001, DIC and DIC Graphics provided training to its internal auditors in order to strengthen internal auditing efforts, which serve as the foundation of ISO 9001.

  • *“Naze-Naze Bunseki (‘Why-Why’ Analysis)”: A method of repeatedly asking “why” to avoid jumping to conclusions about the factors of a problem and to ensure the logical and complete identification of factors in order to prevent problem recurrence.

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