Relations with Customers

We aim for improving customer satisfaction by putting quality first and assuring safety and security.

One of the mainstays of our management philosophy is emphasis on quality. This was originated in the founder’s beliefs, and the tradition continues today. As a polar precept, it is stipulated in the employee code of conduct. The Yaskawa Group aims to achieve total customer satisfaction (CS) by offering not only the quality of products but also quality of service and solutions tailored to the customer’s needs.

Programs for Delivering Satisfaction

Practicing Management Based on CS Principles

Yaskawa Electric aims for the improvement of our corporate value through management based on CS principles. This will lead to the greater emphasis on prioritizing quality and result in the customer being placed first. We are also holding interactive gatherings between executives and employees, among other such measures, to disseminate the CS philosophy.

CS-based Management and Quality Improvement

Reflecting Customers’ Opinions in Business Activities

In order to incorporate customer opinion for improvement in our business activities, we share market and customer needs in partnership with our representatives and train our salespeople to seek out and record customer opinion directly.
We also hold periodic meetings to exchange information with our representatives, and strengthen proposal-based sales to our markets and customers through our sales back-office in collaboration with the corporate marketing division and each business division, aiming at further CS improvement.

Information Sharing and Improvement Initiatives in Partnership with Representatives

Initiatives to Ensure Safe Use

Developing Quality First Awareness

We fulfill our social responsibility as we develop a culture and capacity for quality and enhance customer satisfaction. In particular, we aim to increase our capacity for quality based on a foundation of greater quality improvement initiatives and stronger human resources development, and to build quality into our products through an emphasis on processes.

CS-KAIZEN Activities

We build up a culture that fosters constant improvements on a daily basis by working on themes common to our operations with the primary objective of reinforcing our ability to make improvements. At the same time,
we revitalize the development of our human resources as well as communications. Our ultimate goal in conducting activities is improvement in Customer Satisfaction (CS) and corporate value.

Product Safety

In order to make sure that our customers use our products with confidence, the most important thing for us is product safety assurance from the very beginning. This is why at the product development stage we perform risk assessments to make sure that products are sufficiently safe, make our products compliant with international standards, verify them and hold safety inspection meetings, among other initiatives.
We also respond immediately in case of trouble and have a global emergency communications network in place.
We also do internal training and provide activities to raise awareness of product liability. Our Buds of PL improvement initiative* is a continuous activity that aims to bring an awareness of problems to internal and external safety information and constantly pursue high targets.

* Buds of PL (product liability) is a program for fostering a culture that uses near-accidents, etc., to nip product liability problems in the bud (i.e., develop a product safety culture) and thereby fulfill our product responsibility; it is also a general name for all safety improvement initiatives.
The basis of these efforts is to take quality problems that occur in the market, as well as those moments when one becomes aware of a safety problem in one’s day-to-day activities, provide them to upstream processes as feedback, and thereby work to achieve safer products and a safer work environment in a cycle of continuous improvement.

Quality Improvement

Customer information about nonconformities is collected and analyzed online by our Company-Wide Field Quality Information System and reflected in quality improvement initiatives. In particular, this process leads to cross-organizational deployment to prevent recurrence and initiatives to prevent problems during new product development.

User School

For users to get the most performance out of our products and use them safely, the most important thing is basic knowledge. We offer Motion Control School for customers of our AC drive and servo (general-purpose) products. We teach two ways: the school-like training in which an instructor explains a product directly; and e-learning, where customers learn over the Internet. Details are available at our e-Mechatronics site (http://www.emechatronics.com/).
Yaskawa Motoman Engineering Corporation moreover offers Robot School, teaching operation and maintenance of robots and robotic related products.

Test Runs and Service

Adjustments and test runs by our trained engineers are available to check the compatibility of the customer’s equipment with our products as well as to improve overall machine/equipment performance. The entire Yaskawa Group renders support on a global basis for preventive maintenance and recovery at the time of any failure.

After the Production Stoppage

In principle, repair parts for discontinued products are not distributed. However, long term maintenance for customer’s equipment can be arranged in cooperation with Yaskawa Group companies and our affiliated service companies.

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