Customer Satisfaction and Product Safety
Basic Concept and Management System
Click to jump to the corresponding section in this page
Basic Concept
Aspiring to maximize customer satisfaction and trust
Konica Minolta aspires to maximize customer satisfaction and trust by providing products and services of superior value. The Group has articulated its basic approach to accomplishing this in the Konica Minolta Quality Policy, which governs Group companies worldwide. An issue of particular importance is ensuring safe, reliable products and services. Accordingly, Konica Minolta has established a unified quality assurance system across the Group, and addresses quality assurance in terms of the entire product lifecycle. Konica Minolta is determined to help create a better world by solving customers’ challenges, and to do this it seeks to build deeper relationships with customers so that it can discover and satisfy both latent needs and apparent requests.
Quality Management Policy
Implementing thoroughly a policy that places top priority on customer satisfaction and quality
Konica Minolta has articulated its basic concept for earning customer satisfaction and trust in the Konica Minolta Quality Management Policy. By sharing this policy with Group companies around the world, Konica Minolta tries to ensure that top priority is placed on customer satisfaction and quality.
Based on this policy, the Group strives to improve not only the quality of products, but also quality across the board, including maintenance and service.
Konica Minolta Quality Policy (excerpts)
The Konica Minolta Group ensures maximum satisfaction and trust of its customers, paying the utmost attention to customers and giving top priority to the quality of products and services.
Our concept is to make steady progress in quality based on quantitative measurement and analysis of accurate data. This basic concept is demonstrated in the following affirmations:
- Achieving the industry's top level of Customer Satisfaction
- Providing advanced products that satisfy customers' potential needs
- Establishment and development of a global Quality System.
- Quality Management in the total life cycle of products and services
- Continued enhancement of our Quality Assurance Process
- Minimization of product quality risks
- Disclosure of product safety information
Quality Management System
The Chief Quality Officer oversees all quality management operations.
Konica Minolta, Inc. has established a Quality Assurance Managers’ Committee that supervises Group-wide quality management. This committee is chaired by the Chief Quality Officer, who has responsibility for and authority over all quality matters for the entire Group. The committee meets on a quarterly basis, in principle. In addition to promoting quality planning and monitoring progress, it shares and scrutinizes information concerning quality assurance. Furthermore, each business works to continuously improve quality by thoroughly implementing the PDCA cycle for quality issues.
Maintaining and Enhancing Organizational Capabilities through TQM (Total Quality Management)
Konica Minolta continuously enhances its organizational capabilities to realize its business strategies while delivering value to customers. At the core of these efforts is Total Quality Management (TQM), a company-wide approach that unites management, planning, design, manufacturing, logistics, and sales in a shared commitment to quality. Rather than limiting quality control to the performance of products and services. TQM is dedicated to maintaining and enhancing the organizational capabilities related to quality across the entire Group. By adopting this methodology, Konica Minolta strives to further improve customer satisfaction and achieve sustainable growth, even in an increasingly dynamic business environment.
To ensure alignment between corporate strategy and frontline execution, Konica Minolta practices what it calls "policy management," in which each employee understands top management’s direction and applies it in their daily work, thereby ensuring reliable outcomes. The company also rigorously applies the PDCA (Plan-Do-Check-Act) cycle to enhance both the speed and quality of improvements toward achieving its goals.
Furthermore, Konica Minolta promotes a company-wide initiative known as “Process Improvement,” a unique form of QC circle activity. This initiative extends beyond the manufacturing divisions to include administrative and indirect departments. Based on logical thinking, these improvement activities enhance operational efficiency, support human resource development, and energize the workplace. The initiative is also deployed at Group companies both in Japan and overseas, contributing to value creation globally.
In addition, to respond to the changing business environment, Konica Minolta has developed a practical and specialized quality education program. This program focuses on training personnel who support the quality of products and services and aims to strengthen their practical capabilities on the ground.
Through TQM, Konica Minolta aims to build a resilient organization with a high capacity for learning and adaptability, capable of thriving amid change. By continuously maintaining and enhancing organizational capabilities, the Company is committed to delivering greater value to society.
