Promoting Customer Satisfaction

NEC has put Customer Satisfaction (CS) at the heart of its corporate culture ever since its establishment in 1899. “Better Products, Better Service” was the first NEC corporate slogan, emphasizing the need for all employees to listen to, think about, and act on customer feedback with the aim of supplying products and services that exceed expectations. Systems are in place to identify any quality defects and related safety issues so that customers can use NEC products with complete confidence

CS and Quality Promotion Framework

NEC believes that improving the quality of products and services is vital to ensuring high levels of customer satisfaction. We are therefore involved in activities to promote both quality and customer satisfaction on a group-wide basis. Quality Promoters are assigned to each business division and play a central role in actively promoting improvement activities. The entire network of people in the NEC Group worldwide actively working to improve CS and quality currently comprises approximately 1,200 people.

The basic role of Quality Promoters is to continually improve customer satisfaction and quality from within the divisions they are responsible for to raise the value of NEC’s business activities. Specifically, they work to promptly address issues as soon as they are discovered, investigate their causes, and re-inspect safety and reliability to prevent recurrence. Quality Promoters also identify issues brought to light in customer satisfaction surveys and make improvements to them, as well as raise and establish awareness of customer satisfaction by holding training programs in their assigned divisions.

NEC carries out activities to improve customer satisfaction and quality on a global basis through this CS and quality improvement network. In particular, starting in fiscal 2008 we intend to work to establish a shared awareness among Quality Promoters at overseas affiliates by monitoring progress made by the affiliates, providing improvement and educational tools in line with their levels of readiness, offering consulting and introducing case studies of activities at NEC sites in Japan.

Quality and Safety Risk Management System

NEC has always viewed product quality and safety risk management as a top priority. The group’s system for quality and safety risk management was reconstructed in October 2001 and is constantly being strengthened.
Managers responsible for quality and safety activities have been appointed for each business and mechanisms are in place to prevent the occurrence or reoccurrence of quality-related issues, including rolling out and entrenchment of policy, safety training and audits.
There are compliance managers for each business who are responsible for compliance with laws and regulations pertaining to safety (such as Japan’s Electrical Appliance and Material Safety Law, Telecommunications Business Law and Radio Law). Systems have also been built to maintain compliance and efforts are made to ensure their full implementation.