Quality of Products and Services
Policy and Basic Approach
Under our Responsible Care Policy, the Mitsui Chemicals Group has 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 carrying out the appropriate procedures, we are providing products and services that satisfy customers while earning their trust.
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.
Quality Management System and Responsible Officers
Steps are taken to identify quality audit program and priority audit items and to confirm the status of quality management implementation across the Group as a whole. A review of certain items including observations raised during fiscal year-end audits is undertaken. The results of this review are reflected in the audit program for the following fiscal year.
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.
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% (YoY)||Increase (YoY)||✕||Continue at FY2018 Goals||A deemed level of zero complaints (FY2025)|
|Number of “Rank A* ” complaints included in the number of complaints for which the Company is responsible||Mitsui Chemicals, Inc.||Less than 20% of the total||4% of the total||◯||Less than 20% of the total||A deemed level of zero complaints (FY2025)|
*Rank A: high risk complaints causing troubles for customers, in line with the Company’s criteria
Review and Challenges
In fiscal 2018 we did not experience any major quality-related legal and regulatory violations or suffer any product liability incident. We also managed to reduce high risk complaints by working hard to reduce “Rank A” complaints, according to the Company’s criteria.
However, the total number of complaints in fiscal 2018 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. We continue to identify the fundamental causes of complaints and apply secure amendments, aiming to minimize complaint risk factors.