Sony 2012 Annual Report Download - page 54

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Quality Management System
Sony continually strives to reinforce its quality management
by enhancing the system’s framework and incorporating
quality improvement measures into all electronics processes,
from development through to sales and service activities.
• Quality Strategy Meetings, which are attended by top man-
agement, are held regularly to discuss and set key measures
for improving quality, and function as the ultimate decision
making forum for related matters.
• Quality Officers Meetings, which are attended by Quality
Officers appointed within each business group, are also
held regularly to share information pertaining to quality
issues and propose initiatives and responses to common
challenges.
Quality and Services
• Quality Ocers and Customer Service Ocers from around
the world meet to promote quality-related measures and
global-level initiatives.
Eorts to Improve Quality
To identify any quality issues that arise and to accelerate its
response, Sony has established a committee at its Tokyo
headquarters charged with swiftly gathering information per-
taining to quality issues from sources both in Japan and over-
seas. The committee then shares this information with quality
management and internal technology experts on a weekly
basis.
Sony has also formulated quality standards applicable to
all electronics products and related services. These standards
establish criteria in such areas as product safety and perfor-
mance, labeling, and services, and are updated continuously
to reflect technological advances, changes in applicable legal
and regulatory requirements and evolving social imperatives.
Sony also addresses product safety from a medical per-
spective and formulates internal standards for product plan-
ning and development.
And to further improve quality, at “Quality Reliability Lab,”
specialists are tasked exclusively with improving technologies
essential to product reliability.
Since its founding, Sony has given top priority to pro-
viding high-quality customer-oriented products and
services. To ensure that the quality of its products and
services exceeds the expectations of its customers in
the various countries and regions in which it does
business, Sony works tirelessly to enhance product
quality and reinforce its quality management system,
and remains committed to bolstering customer satis-
faction. Advances in, and the increasing prevalence of,
digital and network technologies are driving the
development of products that are increasingly multi-
functional and complex. Sony views usability and
accessibility as essential aspects of product quality
and is continuously taking steps to make its products
and services easier for more people to use.
Utilizing Customer Feedback
Database
Customer Service-related
Departments
Customers
Common issues
targeted/eorts to
enhance quality
Management
Customer
Information Centers
Better products and services
Analysis of
customer feedback
Inquiries
about
purchases
Inquiries
about use
Inquiries
about
repairs
Complaints
Opinions
Product Planning
and Design Departments
and Others
Checks and analysis
Implementation of
measures to
improve quality
Eect on products
and services
Quality
issues
Proposal for
improvements
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