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The Hitachi High-Tech Group strives to improve quality and safety and enhance customer support throughout the entire Group, from the planning and design of products through to manufacture, shipping and service.
We are evolving quality improvement activities for our products and services based on the Hitachi High-Tech Group Code of Conduct. By having put in place product quality standards that reflect the safety knowhow that we have accumulated, as well as product safety design standards, and are implementing them on a group-wide basis besides domestic and international laws and safety standards, we provide customers with higher-quality, safer products. Moreover, we are willing to seek the opinions and requests of our customers and reflect them in improvements to product quality and safety.
(Extract from the Hitachi High-Tech Group Code of Conduct)
Information about the occurrence of issues with the functionality of products, etc., based on self-imposed standards that provide for quality management of products is shared within the Hitachi High-Tech Group' s Quality Assurance Departments. Problems with products and services are revealed through this process. Thus, we strive for continuous improvement with an eye to quality improvement of all related products.
Further improvements in quality have been implemented for all of the Group' s products and services based on analyses of the results of our annual customer satisfaction surveys, conducted by the Service Division.
The Design and Development, Manufacturing, Quality Assurance, and Service Divisions implement activities to ensure the quality and safety of products. Using product management techniques according to individual product contributes to provide better products. Furthermore, the Sales Department and the Service Department cooperate to deliver customers' feedbacks to manufacturing sites, so that we ensure to generate quality as a unified company.
Quality Creation System
Top management briefing
In case issues arise with products or services, the relevant departments will convey the information without delay in accordance with pre-determined rules, and promptly resolve the issue. Top management will be promptly briefed if an issue is severe. We will also endeavor to swiftly implement measures to keep the impact on related parties, and customers in particular, to a minimum.
Product safety seminar
We continuously improve individual skills and strengthen our manufacturing ability through seminars. They teach technology and skills relating to reliability and product safety, etc., for engineers at product technology departments, such as the Design Department and the Quality Assurance Departments.
Hitachi High-Tech Fielding and Hitachi High-Tech Fine Systems are responsible for servicing and maintenance, are pursuing the creation of systems to provide “swift and high-quality service”. That enables us to provide our products around the world with maximized the performance.
At Hitachi High-Tech Fielding, in particular, the latest IT network connects service centers in 40 locations around Japan as well as Hitachi High Technologies' overseas sites, allowing us to achieve a uniform global service network that operates 24 hours per day, 365 days per year.
The Customer Support Center (Hitachi High-Tech Fielding), which has improved call center operations through unification of telephone reception operations
Telephone inquiries and orders from domestic customer are received by the Customer Support Center, are dealt with our proprietary IT system, operated by highly skilled full-time technicians, allowing us to swiftly provide appropriate support. The content of customer inquiries ("Customer Voices") is shared with relevant divisions in real time. Comprehensive analyses by the company as a whole are followed to establish mechanisms. They enable customers to use our products easily, such as by having the results reflected in improvements to service on the next occasion.
The Hitachi High-Tech Group continues to improve services and products provided to our customers.
Hitachi High-Tech Fielding Customer Support Systems
The Group is developing its business globally, as part of its mission to serve our customers so that they can be the best creators of cutting-edge business. Aspiring to be a trusted company in providing products and services, we have obtained ISO9001 certification, an international quality management standard. We are also working to improve customer satisfaction by engaging in activities to increase the value sought by customers.
In addition to asking customers to complete a survey to help us gain an understanding of customer satisfaction levels, we also have implemented other ideas, such as ordering undercover reviews from specialist companies so that we can receive an unfiltered opinion and holding meetings and interviews with customers to promote mutual understanding. We strive to improve our business activities, products, and services by sharing the valued opinions and requests of our customers within the company.