Sony 2013 Annual Report Download - page 48

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Quality Management System
Sony continually strives to reinforce its quality manage-
ment by enhancing the system’s framework and
incorporating quality improvement measures into its
electronics processes, from development through to sales
and customer service.
• QualityStrategyMeetings,whichareattendedbytop
management, 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 Ocers appointed within each business group,
Quality and Services
are also held regularly to share information pertaining
to quality issues and discuss initiatives and responses
to common challenges.
•Quality Ocers and Customer Service Ocers from
around the world meet to promote quality-related
measures and global-level initiatives.
Eorts to Improve Quality
To identify quality issues as they arise and to accelerate
its response, Sony has established a team at its Tokyo
headquarters that is charged with swiftly gathering
information from a wide range of sources, both in Japan
and overseas, in the event of a product quality issue in
the market. The team meets weekly with headquarters’
quality management and technology experts to report
on quality issues and share information. Sony has also
formulated quality standards applicable to all electronics
products and related services in such areas as product
safety and performance, labeling, and customer service.
These standards 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
perspective and formulates internal standards for product
planning and development.
　In addition, specialists at Sony’s Quality Reliability
Lab are tasked exclusively with improving technologies
essential to product reliability.
Since its founding, Sony’s mission has been to provide
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
many countries and regions in which it does business,
Sony works assiduously to enhance product quality
and reinforce its quality management system, and
remains committed to bolstering customer satisfaction.
Advances in, and the increasing prevalence of, digital
and network technologies are driving the development
of products that are increasingly multifunctional 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
Customer Service-related
Departments
Customers
Common issues
targeted/efforts 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
Effect on products
and services
Quality
issues
Proposal for
improvements
Database
46