Ensuring Provision of Safe Products
Examples of Efforts for Safety and Security
Efforts of the Resin & Plastic Processing Business Unit to Ensure Customer Satisfaction
The Teijin Group Resin & Plastic Processing Business Unit is globally expanding its engineering plastics centered on polycarbonate resin, where we hold a major share in growing Asian markets. These products are widely used in applications such as automotive components and office automation equipment. Customers include automotive manufacturers, electronic equipment manufacturers and related mold companies. Customer data is organized into a database as groundwork to actively promote efforts to enhance customer satisfaction.
Customer Satisfaction Surveys
In accordance with ISO 9001 (8-4, 8-2), the regular implementation of customer satisfaction surveys is being systemized based on sales management regulations. Each division in all business groups, including those overseas, survey their top ten most important customers at least once a year, and receive evaluations on a five-point scale for questions relating to quality, response to problems, promptness of delivery, technology/service, and comparison with other companies' products.
Handling Customer Complaints/Claims
The Resin & Plastic Processing Business Unit manages a "workflow system database" covering not only basic customer information but also various information related to customer satisfaction based on a networked system at production and sales bases worldwide. Through this database, we are creating a system enabling quick responsiveness when a problem occurs.
The database went live in 2000 and has been linked to overseas business sites as of 2007. In Japan, the database can be accessed by almost all employees involved in production, research, sales or administration, and overseas by employees who are granted permission by the president of their local company. In addition, the system has a mechanism for relevant parties to be notified of important matters via email. As a result of introducing the database, customer data and technical data related to operations can be shared worldwide. Moreover, if a problem occurs, data collected on past claims/complaints can be used to formulate countermeasures and facilitate immediate responses to customers.
Efforts of the Healthcare Business Group to Ensure Customer Satisfaction
Focusing on the three key therapeutic areas: bone and joint, respiratory, and cardiovascular and metabolic diseases, the Teijin Group Healthcare Business Group is promoting global business expansion led by the twin driving forces of pharmaceuticals and home healthcare, which enables treatment to be performed at home. In Japan, the Teijin Group is a leading company in the field of home healthcare equipment used for long-term oxygen therapy, continuous positive airway pressure (CPAP) therapy for sleep apnea syndrome and non-invasive positive pressure ventilation.
Considering that we provide products that support the health of many people including home healthcare patients, we are making particular efforts to maintain/improve customer satisfaction.
24-hour, 365-day Support
In our home healthcare business, in order to handle the various inquiries and emergency requests from patients and medical staff, we have established a call center in Osaka and Fukuoka in addition to our Japan-wide network through which we provide 24-hour, 365-day support. At the call center, we have introduced a specialized data management system and we are committed to providing responses that are matched to each individual patient on the basis of past response data.
Response to Disasters
In the event of a disaster, even if a sales office sustains damage, calls from patients are automatically diverted to the call center as part of a system we have setup to facilitate emergency responses. Furthermore, in case of an earthquake of intensity 5 or higher, we utilize D-MAP, an originally developed disaster response and support map system, to automatically output a list of patients in the affected areas.
During the Kumamoto Earthquake of April 2016, we used D-MAP to output a list of approximately 3,600 home-based oxygen therapy patients in the affected areas 10 minutes after the earthquake struck, and verified the safety of 90% of such patients within 12 hours, and 100% within 40 hours.
In March 2017, D-MAP’s functions were further enhanced with the addition of functions such as visualization of information on disaster-affected zones at emergency response headquarters and call centers and smart device support which enables D-MAP to be used in disaster-affected areas.