Quality of Products and Services
Policy and Basic Approach
The Mitsui Chemicals Group is taking a two-pronged approach in quality management, based on quality control and quality assurance, to bring management levels higher than ever across the supply chain. We aim to offer products and services that fully satisfy our customers, gaining their trust through quality compliance reinforcement, quality risk reduction, and human resources development that underlies our quality management.
Under our Responsible Care Policy, we have identified details of our quality system and other key issues such as PDCA procedures as basic matters concerning quality management in our internal regulations. In conjunction with the global expansion of the Group’s business, we have identified specific principles for global quality management in order to ensure a uniform awareness toward the basic level of quality. Steps are being taken to roll out these principles across the Group as a whole.
The Mitsui Chemicals Group’s Global Quality Management Principles
The Mitsui Chemicals Group makes every effort to increase customer satisfaction via a two-pronged approach to quality management, based on quality control ("built-in quality activities" *1 ) and quality assurance ("activities that win over customers’ trust" *2 ). In this regard, the Company has identified the following principles.
1. Provide customer-oriented products and services
- Clarify customers’ requirements and ensure quality
- Design and provide products that also look beyond immediate customer needs
- Propose and provide new products and services that address customers’ needs
2. Ensure objective and transparent quality assurance
- Give priority to compliance with laws and regulations over the pursuit of any profit
- Put in place a framework that enables a prompt response when an issue occurs
- Ensure the independence of the Quality Assurance Division
3. Put in place a framework that allows the stable supply of products
- Ensure quality control from the procurement of raw materials to the delivery of products to customers
- Adhere strictly to a policy of management of change and non-conforming product control
4. Create a more open corporate culture
- Adhere strictly to a policy of "report, contact, and consult;" promote the sharing of information between departments
- Undertake the exchange and horizontal deployment of quality assurance information and techniques across the Group
*1Built-in quality activities:
Our built-in quality activities are aimed at minimizing discrepancies at every stage of the process, including purchasing, design, logistics, and sales as well as manufacturing, to enable every department to provide the same quality of product and service.
*2Activities that win over customers’ trust:
Our activities that win over customers’ trust meanwhile are aimed at resolving issues from the customer's perspective, and are spearheaded by the Quality Assurance Department, independently of our sales and manufacturing sections.
Quality Management Philosophy
System and Responsible Officers
With the president assuming ultimate responsibility for quality management, the RC & Quality Assurance Division controls quality management for the entire Mitsui Chemicals Group in Japan and overseas. Under this structure, every effort is made to improve product and service quality in all divisions and further raise customer satisfaction.
Business divisions, the Logistics and Purchasing divisions, Works, and laboratories are responsible for quality control. The RC & Quality Assurance Division is responsible for quality assurance. As the heads of each division, general managers engage in quality management.
In addition to systematically collating customer complaints, steps are taken to monitor the details, causes, and each customer’s response with respect to each complaint. After analyzing the information gleaned on a monthly basis, the results are shared within the Group. After conducting a review of complaints over the year, quality targets are identified for the following fiscal year.
Quality Management System
Our RC & Quality Assurance Division conducts quality audits in the Mitsui Chemicals Group’s various departments, including the head office, works, and domestic and overseas affiliates. The suitability of these audits is then independently audited by the Internal Control Division.
|Quality audits||Confirms that the assignment of responsibilities is clear to ensure product and service provision as required by customers; an appropriate quality management system is implemented; and the system is effectively operated to improve customer satisfaction. Creates the audit program for the following year based on a review of the current year’s audit findings and risks inside and outside the Company. Fiscal 2019 audit included checking the soundness of product inspections.|
|Scope: Works of Mitsui Chemicals, Inc., business divisions, logistics and purchasing divisions, affiliates of the consolidated subsidiaries that have a manufacturing division (including production contractors). May include other affiliates, as necessary.|
|Frequency: Once every one to three years (depending on size, business type, and management level of the audited organization).|
Goals and Results
PL Accidents and major legal and regulatory violations
|Number of PL accidents||Mitsui Chemicals Group||0||0||◯||0||0
|Number of major quality-related legal and regulatory violations||Mitsui Chemicals Group||0||0||◯||0||0
|Incidence of customer non-conformance||Mitsui Chemicals Group||─||─||─||─||Less than 10ppm (FY2025)|
|Number of complaints for which the Company is responsible||Mitsui Chemicals, Inc.||Reduce by at least 10%
|Increase||✕||Continue at FY2019 Goals||A deemed level of zero complaints (FY2025)|
|Number of high risk complaints||Mitsui Chemicals, Inc.||Less than 20% of the total||6% of the total||◯||Less than 10% of the total||A deemed level of zero complaints (FY2025)|
In fiscal 2019 we did not experience any major quality-related legal and regulatory violations or suffer any product liability incident. Also, we achieved the target of the number of high risk complaints causing problems for customers, in line with the Company’s criteria. However, the total number of complaints in fiscal 2019 increased and so we were unable to achieve our set target. These complaints were eventually consolidated by promptly reporting the causes and implementing recurrence prevention measures.