Our products and services function as infrastructure that supports local communities and customers’ businesses in a stable, long-term manner. In order for the Group to maintain and expand its business, it is essential to continuously provide safe, high-quality products and services and build relationships of trust with customers and local communities. We will continue to maintain and strengthen relationships of trust with customers and local communities through initiatives such as the pursuit of customer satisfaction, the stable and continuous operation of plants and equipment, the recycling of local resources, and the creation of new value for communities.
It will be necessary not only to increase the quality of products, but also to improve management of operations and quality in each process from plant planning to delivery (including sales, planning, design, procurement, manufacturing, construction, and management) and employees’ operational capabilities so that we can supply products and plants that satisfy customers.
To that end, our Head Office and branch offices have earned certification under ISO 9001 (Quality Management Systems), and our Harima Factory has earned certification under ISO 9001 and ISO 14001 (Environmental Management Systems). We are working to improve the quality of operations, products, and business processes in accordance with the latest 2015 editions of those standards.
We have adopted the following Quality Policy in order to provide satisfying products that meet customer expectations and earn a high level of trust while continuously improving the effectiveness of our quality management system.
Based on that Quality Policy and the three priority items described below, Takuma is working to improve the quality of its products and services through a variety of initiatives that address every process, including in sales, planning, design, procurement, manufacture, construction, and management.
| Creating value to earn customer satisfaction | Ascertaining customer needs and making improvements based on past experience |
|---|---|
| Carrying out risk management | Addressing changes in the business environment and human error |
| Implementing human resources management | Implementing human resource development and ensuring skills are passed down to younger employees |
| Establishing quality targets for each division's processes; monitoring, measuring, and evaluating implementation status | twice a year |
|---|---|
| Holding QM Committee meetings | quality management reviews, twice a year |
| Holding internal quality audits to evaluate the status of management systems in individual divisions’ processes | once a year |
| Using an Operational Skill Achievement Checklist designed to improve employees’operational skills | once a year |
Average score of customer satisfaction survey
(out of 100)
We administer questionnaires to customers upon completion of our construction work for them, asking them to assess the overall experience, including the nature of the work performed, suitability of the delivered equipment, and the level of service provided by Takuma staff. Based on this feedback from our customers, our QM Committee promptly analyzes the general situation and studies measures for improving quality. These findings are then deployed horizontally as part of our efforts to improve the quality of the products we supply to customers and of our own internal operations.
