Quality Management from the Customers' Viewpoint
Quality Management from the Customers' Viewpoint
We undertake quality management from the viewpoint of customers to maintain their trust, based on the Fujikura Quality Policy, which we have set as company-wide guidelines on quality. We began conducting G-FPS activities on a full scale in fiscal 2006, targeting not only the quality of products but also the quality of a range of job processes, believing that the quality of products depends on the quality of our daily manufacturing operations.
In fiscal 2013, we introduced the in-house company system, and strengthened quality control from receiving orders to delivery. We also set Key Performance Indicators (KPI) concerning quality, and unified the audit standard. KPI is used for monthly follow-ups to assess quality status.
Fujikura Quality Policy
Quality Assurance System
The business units and domestic and overseas subsidiaries of Fujikura have built and are operating quality management systems (QMSs) optimized for their business operations based on the ISO 9001 standards for quality management systems.
Fujikura's Corporate Quality Assurance Committee, which is chaired by the director in charge of quality assurance and composed of the general managers of the business units holds regular meetings, where they determine corporate policies and quality targets, discuss a range of corporate problems, and exchange opinions and make decisions on the issues.
The Quality Assurance Inspection Committee performs audits on each business unit and subsidiary of Fujikura to check the state of QMS operations. Also the committee continued to carry out QMS audits focusing on monozukuri (manufacturing).
Based on the recognition that complaints represent the worst responses from customers, we will continuously place priority on reducing the number of customer complaints. Most of Fujikura's products are manufactured at its domestic and overseas subsidiaries, and we cooperate with these Group companies to identify the causes of any complaints and implement measures to prevent the reoccurrence of similar problems.
Following the introduction of the in-house company system in fiscal 2013, we introduced quality-related KPIs to check and improve the quality of our products and services across the entire Group based on the common standards. Regarding the loss of money due to customer complaints (one of the KPIs), the following graph shows changes in the amount of loss per unit of sales during the past five years, with the amount in fiscal 2009 being set at 100.
Serious complaints are reported to top management, including the director in charge of quality assurance, and an ad hoc team is established to identify the causes of problems where necessary. We take these measures to minimize the damage caused to customers. We will continue to implement quality assurance activities to reduce the number of serious complaints to zero.
Measures for Product Safety
Whenever we have a "product accident" as defined in Japan's Consumer Product Safety Act, it is reported to top management, and first priority is given to implementing countermeasures for the accident. Fujikura deems it essential to ensure product safety and we are using product safety-related risk assessment tools (such as the R-Map method) and introducing product safety activities focusing on the design and manufacturing processes to prevent product accidents.
We provided training seminars on the R-Map method at our 21 bases, including Group companies.
Quality Management Education and Small-Group Activities
As part of Fujikura's human resources development program, the Company provides young engineers with stratified education on quality management annually. We are now reviewing the details of quality education under the slogan "firsthand knowledge" to help employees acquire the basic and practical quality management abilities through this education. Employees engaged in R&D, who definitely need such education for their jobs, are taught statistical quality management immediately after joining the Company.
As for our small-group activities, we held Global Fujikura "KAIZEN" Presentation meetings four times a year. Thanks to the G-FPS activities that gave inspirations also to the indirect departments, in addition to presentations on conventional improvements made to manufacturing processes, a lot of presentations were given on improving office operations.
Global Fujikura "KAIZEN" Presentation
The Global Fujikura "KAIZEN" Presentation meeting is held in Japan four times a year, at which the results of G-FPS activities conducted at each of the Fujikura Group bases are presented. Before the QC circle meeting and G-FPS "KAIZEN" presentation meeting were consolidated into this meeting, overseas Fujikura Group teams were given only one presentation opportunity per year, but now they can participate in the meeting four times a year. Under the slogan "Let's go to Japan," overseas teams compete enthusiastically in the local competitions held to select who will be sent to Japan. At the meeting held in Japan, for which a subtheme such as "eliminating waste in indirect departments" or "quality" may be set on a case-by-case basis, participants make presentations in English or in Japanese.
State of ISO9001 and others
State of ISO9001 (July.2014)
State of TS16949 (July.2014)
State of ISO13485 (July.2014)
State of ISO17025 (July.2014)
State of OHSAS18001 (July.2014)