The Fujitsu Group, to further enhance the trust placed in it by customers, practices quality management, and works to achieve process improvements through visualization of its efforts regarding quality, and with QMS.
The Fujitsu Group attaches fundamental importance to quality in all business activities to ensure that everyone can equally enjoy the benefits provided by ICT with safety and security. Our aim is to achieve a level of quality in all products and services that satisfies customers.
To accomplish this we have established and maintain the quality management system (QMS). Through the QMS we regularly confirm the progress of the PDCA (Plan, Do, Check, Act) cycle in the light of ISO and other international certification standards, and make process improvements to achieve even higher quality.
Fujitsu responds by anticipating changes at our customers and their business environments so as to continue to provide them with appropriate products and services. At every stage from design through evaluation, production, to sales and support, we perform our quality improvement activities in line with the following principles.
Based on the policy of emphasizing safety in all aspects of our business activities, we strive for assured safety in product designs, collection and the publication of information on product-related problems, and rapid response to such problems.
Based on our belief that better processes create better products and services, Fujitsu is continuously improving our processes to meet the needs of the market and our customers. This ongoing effort has led to the certification under ISO 9001. As of March 31, 2013,23 of our divisions had obtained ISO9001 certification.
Quality is the basis of brand value for the Fujitsu Group. Products and services that customers can safely use is the essence of the Fujitsu Group's business. Based on this philosophy, in June 1994 Fujitsu formulated the "Fujitsu Product Safety Charter" ahead of the implementation of Japan's Product Liability Act (effective from July 1, 1995).
Based on the Fujitsu Product Safety Charter, we have revised and put in place various regulations and technical standards regarding product safety, and have taken steps to distribute this information through such means as new employee orientations, group training courses for technical departments, and quality conferences.
Fujitsu will continue to actively adhere to the following points in an effort to establish and maintain a corporate culture that assures safety.
Fujitsu has established a dedicated unit for quality management within each business division and Group company to ensure that it is able to provide customers with high-quality products and services.
Also, through the Quality Assurance Unit, which consists of representatives of these dedicated units, we promote information sharing, propose countermeasures, and improve support structures in ways that transcend organizational barriers. In this way, we work to establish a QMS that creates added value for the customer.
In the event of a major quality problem concerning a product or service, directors and employees immediately report to the Risk Management & Compliance Committee in accordance with risk management regulations, which then reports to the department manager according to the pre-defined reporting structure. The department manager quickly addresses the problem and reports on progress to the committee, responding to any instructions along the way. When a solution comes to light, the department manager informs the committee of the history leading up to the risk and measures to prevent recurrence. The committee can instruct the department manager to also report this information to the Board of Directors and Management Council.
No major quality problems occurred with products or services in FY 2012
Since FY 2001, Fujitsu has implemented Qfinity, which are unique quality improvement activities, in all divisions.The word Qfinity was created as the combination of "Quality" and "Infinity" to express the concept of our commitment to the infinite pursuit of quality.
The Qfinity concept emphasizes a quality improvement model using the PDCA cycle that exhaustively pursues not only better product functions and reliability but also quality improvements in all phases of work, including efforts to improve customer response and delivery and reduce costs.
In each division, we are moving forward with efforts on themes that reflect the division's major policies and the issues that arise in the workplace on a daily basis. Project activities include both group activities concerned with a specific theme and individual activities to propose reform and improvement based on their findings. In principle, all Fujitsu employees participate in at least one of these activities.
Since FY 2011, Fujitsu has been conducting training sessions where guidance is given to effectively leverage Qfinity for quality innovation as well asquality improvement. 28 sessions were held in FY 2012, with 299 people engaged in promoting quality improvement in their workplaces taking part.
Information on Qfinity is shared internally using the Qfinity System, a web-based information system on the corporate intranet. It is used to benchmark the objectives and processes of other divisions, as well as to acquire information and knowledge on such topics as technologies and expertise.
To publicize the successes of each Qfinity activity throughout the Group, we make information available to each employee in the Fujitsu Group through the Qfinity website on our corporate intranet. We also hold a Group-wide Qfinity conference every year at which best practices from all Qfinity activities during the year are introduced. In addition, awards are presented for these best practices at the annual celebration of the anniversary of Fujitsu's founding.
Each year these Qfinity examples are collected in a handbook that is distributed to new employees and employees participating in training.
In providing products and services, we adopt the customer-centric perspective. This attitude is central not only at the design review stage but also at every stage of the development and production process, where we perform evaluations, asking, "does it meet customer needs and expectations?" Through this process, we work from an objective standpoint to bring products that provide the value that customers expect.
As part of efforts to ensure product safety, in FY 2003 Fujitsu established its own certification program to train Product Safety Experts. Those who complete the program are certified by the managing product safety department of the Quality Assurance Unit. 213 people have been certified as of the end of FY 2012.
Certified Product Safety Experts verify the safety of products at design review stage (from the initial stage of development to the decision to ship). When a product cannot be confirmed as safe, it does not receive final approval to ship. In addition to verifying conformance to safety requirements in Japan and overseas as well as to Fujitsu's own standards, these experts also look at the design stage from the perspective of preventing recurrence of problems that happened with other products in the past. They also take follow-up training twice a year and an annual qualification renewal test to maintain and improve their skills.
The concept of averting product accidents at the design stage has become increasingly important. This requires not only familiarity with the accidents or hazards associated with an existing product, and with other products incorporating similar functions and structures, but also practical knowledge and assessment of any potential risks associated with the nature of the product at the design stage and the way it is used, viewed from the perspective of the user.
Accordingly, in FY 2010 Fujitsu established internal standards for the conduct of product safety risk assessments and began training Product Safety Risk Assessors. FY 2010 saw us begin applying these standards to products in the PC segment, and plans are in place to expand them to the mobile phone segment in FY 2013. As of the end of FY 2012, we have 128 registered Product Safety Risk Assessors.
Going forward, we will be developing experts in anticipation of new safety standards to be introduced in Japan and overseas as we strive to further improve product safety.
The products and services provided through Qfinity and other activities are only delivered and provided when they reach a level of quality that satisfies our customers. We also implement customer-satisfaction and quality surveys by third-party organizations for these products and services, and have received particularly good results for customer satisfaction with reliability (FY 2012 surveys covered 4 products, with 1,825 responses collected). As a result, when this information is circulated to all parts of the Company, it can be reflected in developing the next products and services. Moving forward, we will continue to work to improve quality through the twin pillars of Qfinity activities and various surveys.
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