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 represents a way of thinking, shared across the entire Group, for implementing a value system which holds the Fujitsu Way in high regard, “Trust: We contribute to a trusted society using technology.”
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
- We pursue quality from the customer’s perspective.
- We ensure quality to support safety and security.
- We engage in quality improvements together with our business partners.
- 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.
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.
- 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.
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 to prevent issues from occurring and reoccurring, 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 Global Quality Assurance Unit, an organization that operates independently of our divisions.
System for Addressing Major Quality Issues
In the event of major quality issues with our products and services at Fujitsu, our executives and employees act in accordance with risk management regulations and report the issues immediately to the Risk Management and Compliance Committee. Under the direction of the Committee, the relevant departments work together to consider how to respond to the quality issues, and how to prevent the issues from reoccurring. We also roll out the proposed measures for preventing reoccurrences to other departments through our Quality Management Representatives, and strive to prevent quality issues from reoccurring company-wide.
Marking and Labeling of Products and Services Regarding Quality and Safety
Fujitsu is dedicated to observing all relevant laws, regulations, systems and internal policies related to marking and labeling of products and services regarding quality and safety.
Improving Quality Assurance: Quality Management
In order to provide a level of quality for our products and services which meets the needs and expectations of our customers in a consistent way, it is essential for us to coordinate with various organizations inside and outside Fujitsu—including business units, sales units, business partners, and common business units—from planning and design through development, manufacturing, testing, sales, operations, and up until maintenance. Frameworks and mechanisms to integrate these organizations are essential as a foundation for our efforts.
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.
Since FY 2001, the Fujitsu Group has worked on Qfinity（*）, improvement and innovation activities where each employee plays a central role in continuing to improve the quality of our products and services, as well as the quality of every job, in order to achieve greater customer value (CV).
As our business model in recent years has undergone reform, we have made changes towards becoming a digital transformation (DX) company, and the “quality” that our customers demand has expanded to include several factors. On the other hand, in light of the current situation, where we are inconveniencing our customers due to issues relating to the quality of our products and services, we will return to the starting point of our improvement activities—the quality of our products and services—for Qfinity in FY 2020. As for our initiatives that relate to “the quality of every job,” which includes a variety of quality factors, we will continue with our efforts in each organization so as to be able to respond in a flexible manner.
- （*）Qfinity, an internal branding term which combines the words “quality” and “infinity,” represents the DNA of the Fujitsu Group: the “infinite pursuit of quality by each and every employee.”
FY 2019 Performance
Disclosure of Information Related to Product Safety
- Number of disclosed issues: No 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: 36 divisions certified
- ISO20000: 14 divisions certified