Philosophy on Quality and Product Safety
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.
Quality Assurances Activities Based on the Fujitsu Group Quality Charter
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, ahead of the implementation of Japan's Product Liability Law (effective from July 1, 1995), Fujitsu formulated the "Fujitsu Product Safety Charter," the predecessor of the "Fujitsu Group Quality Charter."
Today, Fujitsu has formulated the Fujitsu Group Quality Charter based on the idea that safety is one part of quality, it is revising and creating various regulations and technical standards related to product quality, and it is thoroughly engaged in educating through new employee training, engineering department group training and quality meetings.
To continue offering products and services that anticipate changes affecting our customers and their business environments, at every stage from design to evaluation, production, sales and support, we perform our quality improvement activities in line with the following principles laid out in the Fujitsu Group Quality Charter.
- We pursue quality from the customer's perspective.
- We build in quality that anticipates changes.
- We achieve quality consistent with our social responsibilities.
- We use first-hand feedback based on the actual situation.
- We work with our business partners to improve quality.
- We seek to make public quality-related information transparently.
- We foster employees who think about quality.
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.
Implementation Policy Related to the Safety of Products and Services
The Fujitsu Group recognizes its social responsibility to build a safe and secure society. The Fujitsu Group always considers and endeavors to improve the safety of products and services in every aspect of the group's business activities.
- Observation of laws and regulations
We observe laws and regulations concerning product and service safety.
- Efforts to secure safety
We try to ensure that products and services are safe in a variety of use situations and take measures as necessary to secure the safety of the products and services. In addition to legally specified safety standards, we develop and observe voluntary safety standards in our endeavors to improve products and services continuously.
- Prevention of incidents caused by improper use, etc.
For the safe use of products and services by customers, we properly display notices and warnings in handbooks or on the body of the products in order to prevent incidents caused by improper use or carelessness.
- Collection of incident information, etc.
We actively collect safety-related information from customers, including information on product and service incidents and what might lead to such an incident.
- Handling of incidents
We immediately check the facts of any occurring incident related to a product or service, investigate the cause, and handle it properly. If the product or service has a safety problem, we provide that information to customers and take proper measures, such as product recall, service recovery, and prevention of further damage and other damage from occurring.
We quickly report the occurrence of major product incidents to the proper authorities in accordance with laws.
Establishing a Quality Assurance System
Quality Management System
The Fujitsu Group aims to achieve a level of quality in all products and services that satisfies the customer to ensure that everyone can equally enjoy the benefits provided by ICT with safety and security.
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.
ISO 9001 Certification Status
Fujitsu is continually striving to improve its processes in line with Quality Management Systems, and its 24 Business Units have acquired ISO 9001 certification as of the end of FY 2014.
Our Approach to Promoting Quality Assurance
Fujitsu has established a dedicated unit for quality management within each business unit and Group company to ensure that it is able to provide customers with high-quality products and services.
Also, through the Corporate Quality Assurance Unit, including 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.
System for Addressing Major Quality Problems with Products and Services
In the event of a major quality problem concerning a product or service, executive officers and employees immediately report to the Risk Management & Compliance Committee in accordance with risk management regulations, which then reports to the Head of Business Unit according to the pre-defined reporting structure. The department manager reports the response status to the risk compliance committee as the occasion demands, and responds to any instructions. When a solution comes to light, the Head of Business Unit informs the committee of the history leading up to the risk and measures to prevent recurrence. The committee can instruct the Head of Business Unit to also report this information to the Board of Directors and Management Council.
Disclosure of Information Related to Product Safety
In situations where a problem has occurred in product safety, Fujitsu discloses such information under "Important Notices Regarding Product Safety" on the Fujitsu website to notify customers of the information immediately. In 2014, a major product incident (a possible cause of fire) occurred with a Fujitsu product. With regards to this accident, Fujitsu has followed the relevant laws and regulations (Consumer Product Safety Act) appropriately, and reported to the Consumer Affairs Agency, as well as posted the contents on its website.
Customer-Centric Quality Assurance Activities for Products and Services
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.
Satisfaction and Quality Surveys by Third-Party Organizations
With regard to products and services, we implement customer-satisfaction and quality surveys by third-party organizations, and we have received particularly good results for customer satisfaction with reliability. (FY 2014 surveys covered three products, with 1,749 responses.) These results are communicated to all related business units within the company and reflected in the development of the next products and services.
Initiatives to Improve Quality in Emerging Countries
In accordance with the expansion of the integration services in China and the Asian region, Fujitsu is making efforts to enhance local quality control and human resource development to further improve quality of services. For example, in China whereby, a project was carried out to operate and maintain a system, periodic maintenance related to SE contracts and work processes were carried out; workshops were also conducted to increase awareness of quality for local employees. In future, Fujitsu plans to extend such measures to all group companies in Asia.
Fostering Experts Who Support Product Safety
Product Safety Experts in training
At Fujitsu, as part of efforts to ensure product safety, in FY 2003 we established our own certification program to train Product Safety Experts. Under a system in which people who complete the program are certified by the product safety management team in Corporate Quality Assurance Unit, 198 people were registered at the end of FY 2014.
Product Safety Experts verify the safety of products at the design review stage (each process from the initial stage of development to the decision to ship). Under this structure, when a product cannot be confirmed as safe, it does not receive final approval to ship. In addition to verifying conformity to safety requirements in Japan and overseas as well as to Fujitsu's own standards, the experts perform checks from the perspective of preventing recurrence of problems that happened with other products in the past. Furthermore, Product Safety Experts take follow-up training twice a year and an annual qualification renewal test to maintain and improve their skills.
Also, when products are designed, risks must be assessed from the viewpoint of the user, including latent risks intrinsic to a product and risks from the way a product is used. Accordingly, in FY 2010, Fujitsu established internal standards for the conduct of product safety risk assessments and began training Product Safety Risk Assessors. As of the end of FY 2014, we have 160 registered Product Safety Risk Assessors.
Aiming to Pursue Customer Value
Since 2001, the Fujitsu Group has been engaged in Qfinity, whereby each employee takes initiative in the continuous improvement in quality of products, services, work, and human resources to realize even higher customer value (CV).
The word Qfinity was created from the combination of "Quality" and "Infinity" to express Fujitsu's concept of commitment to the infinite pursuit of quality. Furthermore, from FY 2015, in addition to the current initiatives for quality improvement, Fujitsu will focus on creating a more innovative corporate culture through team activities to pursue CV.
- FY 2014: 5,878 project initiatives
- FY 2014: 54,461 improvements/proposals
(as of March 31, 2015)
To promote Qfinity throughout its companies, Fujitsu has carried out and provided various training, tools and know-how and presented awards and held events. For training, in addition to foundation and technical skills, Fujitsu has also provided individualized instructions to increase practical skills. Additionally, to share benchmarks for goals and processes, as well as techniques and know-how, Fujitsu has also built the "Qfinity System" on its Intranet, and discloses all activities. Furthermore, Fujitsu holds an annual event known as the "Qfinity Companywide Convention," where all Fujitsu group companies come together to present their activities. Outstanding activities will be commended at this year's Annual Commendation Award Ceremony. Fujitsu also compiles handbooks and educational materials on how to advance Qfinity and resolve issues, and shares excellent examples with employee's struggles and advice during taking part in these activities within Fujitsu group.
Through such initiatives, each individual is made responsible for producing quality work, and this will definitely strengthen the Fujitsu Group.