Quality Initiatives

Quality Policy

In addition to establishing a corporate philosophy and charter that applies to all products/services, we have also established regulations and standards to uphold customer requests and the various features of our products/services. These are all based on the Fujitsu Way.

The Fujitsu Global Quality Policy is a way of thinking, shared across the entire Group, that was established in order to implement the Fujitsu Way philosophy, “Quality: We enhance the reputation of our customers and the reliability of social infrastructure.”
This quality policy was established in order to continue providing our customers with products/services that they can feel secure using, but also to define quality as a foundational part of our business, and come to a shared understanding of the policy worldwide.

Fujitsu Global Quality Policy

  1. We pursue quality from the customer’s perspective.
  2. We ensure quality to support safety and security.
  3. We engage in quality improvements together with our business partners.
  4. We have constructed a quality management and quality assurance system and we continuously engage in quality improvement activities.

Fujitsu has established the Fujitsu Group Quality Charter, as well as five quality-related regulations (Shipment, Registration, and Release Regulations, Safety Promotion Regulations, etc.), in order to implement the Fujitsu Global Quality Policy.

All of our measures, from planning to design to evaluation, production, sales, and even follow-up support, are based on this charter and these regulations. This is necessary in order to continue providing products/services that stay one step ahead of our customers and any changes in their business landscapes.

System of Policy Rules and Regulations

Implementation Policy for the Safety of Our Products and Services

The Fujitsu Group recognizes its social responsibility to contribute to building 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.

  1. Observation of laws and regulations

    We observe laws and regulations concerning product and service safety.

  2. 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.

  3. 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.

  4. 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.

  5. 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.

Our Approach to Promoting Quality Assurance

In addition to working with individual divisions and regions with regards to their quality assurance efforts, we also coordinate across the entire Group to share knowledge and information that transcend organizational boundaries. This helps us make better use of these efforts, and allows us to solve quality assurance issues that are shared across organizations.
This sharing of effective quality assurance efforts increases the overall quality of Fujitsu’s products/services, helps prevent the occurrence and reoccurrence of issues, and allows us to work toward consistent, optimal quality for our customers all over the world.
In order to ensure the promotion of these efforts Group-wide, we have selected Quality Management Representatives from relevant divisions both in Japan and overseas, through official HR announcements. These representatives will act as leaders, always participating in and helping implement Group-wide quality assurance efforts. They are led by the Corporate Quality Management Unit, an organization that operates independently of our divisions.

Promotion Framework under Quality Management Representatine

System for Addressing Major Quality Issues

In the event of a major quality issue in our products/services, our executives and/or employees report the issue immediately to the Risk Management & Compliance Committee, in accordance with risk management regulations. The committee then reports the issue to the Division Head, in line with the pre-established reporting structure. The Division Head delivers reports as necessary to the Risk Management & Compliance Committee, keeping them up-to-date on the handling of the issue, and follows the instructions (if any) from the committee. Once a solution has been established, the Division Head files a report to the committee describing the circumstances around this newly-surfaced risk, measures to prevent such an issue from reoccurring, and more. The Risk Management & Compliance Committee can then instruct the Division Head to file this report to them, the Board of Directors, and/or the Management Council.

Marking and Labeling of Products and Services Regarding Quality and Safety

Fujitsu is dedicated to observing all laws and internal regulations related to marking and labeling of products and services regarding quality and safety.

Improving Quality Assurance: Quality Management System

To consistently provide products and services that meet customer needs and expectations, it is essential to coordinate both internally (among the business units involved in product and service projects, planning, development, production and testing; the field business units involved in operation and maintenance; and the various common business units that support them) and externally (business partners, sales units and sales bases). It is also essential to have a platform to unify these systems and mechanisms.
This is why we built our Quality Management System (QMS): to coordinate among these business units as appropriate for the product or service. QMS periodically verifies the progress of the PDCA cycle in light of international certification standards such as the ISO in the aim of achieving process improvements to realize even higher quality.

Our Quality Support Framework

FY 2018 Performance

Disclosure of Information Related to Product Safety

  • Number of disclosed issues: 2 major product incidents (laptop battery ignition)*
    *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.
  • Prevention Measures for Laptop Battery Ignition Incidents
    On three previous occasions, Fujitsu has asked customers to exchange and return battery packs in order to prevent the spread of ignition incidents due to the possibility that foreign matter had contaminated the interior of the battery during the battery pack manufacturing process.
    At the same time, however, although extremely rare, there have been cases of ignition occurring in battery packs outside those covered by the returns and exchanges.
    It has been found that limiting the phenomena that increase the internal pressure of batteries is an effective measure in preventing these types of ignition incidents.
    Since February 9, 2017, Fujitsu has been offering a "Battery Charging Control Update Tool" through its website for its laptop PCs launched between 2010 and 2016. In addition, since November 2018, Fujitsu has been distributing the Battery Charging Control Update Tool via Microsoft’s Windows Update service to the laptop PCs of all those affected in order to ensure all customers using the affected laptop PCs apply the update.

Marking and Labeling of Products and Services Regarding Quality and Safety

We experienced no marking or labeling violations related to products or safety.

ISO9001 / ISO20000 Certification Status

Fujitsu is continuously working to improve processes under the QMS.

  • ISO9001: 30 divisions certified
  • ISO20000: 8 divisions certified
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