Consumer Issues

We have seen rapid expansions in the Industrial Materials and Devices businesses in recent years. We are no longer a mere printing company but a manufacturing company founded on printing technologies. From a need to establish quality structures on a par with the company’s scale, on April 1, 2011, we revised our Quality Policy. It now clearly states that we will return to our origins as a manufacturing company and 1) aim to stand up to the customers’ expectations and 2) pursue zero defects.
We are making company-wide efforts to build a mechanism to actualize these Quality Policy items, that is, to improve our quality management system. Traditionally, we have employed a quality management system based on ISO 9001 standards. We are currently focusing on establishing quality from the upstream to further improve our products and services, and on applying the principles of process approach in all functions to build and improve our system.

We are promoting quality assurance initiatives to provide customers with reliable products.
In addition to the sales division, Quality Assurance responds to customer demands through on-site support and customer service. It gives specific instructions to the relevant production department or group, which acts swiftly and makes first contact with the customer within 24 hours of receiving the inquiry. All information regarding customer enquiries is stored in a digital database. Relevant employees within the company can access this information and confirm the status of investigations and response via the Intranet using the Nissha Quality Report (NQR) system.
We also hold regular meetings with our customers to discuss quality-related issues, so that we may implement appropriate quality activities based on their demands.
Quality managers from Japan are assigned to our bases in China (Shanghai, Beijing, and Shenzhen) and India (Chennai) to enable speedy responses to customers in the respective countries. Further, onsite internal meetings are held with representatives from our bases in Europe and North America. Nissha is thus constantly in tune with customer needs.

In fiscal year 2011, we implemented training for managers in the production departments of our Devices Business. Having raised awareness of their roles and acquired necessary skills, the managers then returned to their posts and conducted actual activities to improve the non-defective product rate.
We recognize human resources training in production departments as an important issue, and plan to widen the scope and continue offering training in fiscal year 2012.
We also implemented project management training tailored to persons in charge of projects in our Devices Business. This consisted of a practical-training program where participants could aim to learn the rules and principles of project management, acquire skills, and apply them to improving the contents of day-to-day projects.
The activities to enhance project management that started with this training program are being implemented into fiscal year 2012.

In the fiscal year 2007, we formulated its Control Criteria for Environmental Management Substance that clearly specifies the substances prohibited from use and those whose usage must be regulated. By implementing these standards, we aim to ensure thorough compliance with relevant rules and regulations, reduce environmental impact, and lessen the harmful effects on living organisms, including human beings. The management standards have been set at a level that meets customer expectations, and are revised in a timely manner to respond to changes in those expectations.

All Nissha production bases in Japan and overseas have completed the acquisition of ISO9001 certification, the international standard for quality assurance. In line with ISO9001 standards, we are operating an objective quality management system based on facts and figures and are working to make continual improvements to quality.