LIXIL makes pioneering water and housing products that solve everyday, real-life challenges, making better homes a reality for everyone, everywhere.
LIXIL is committed to maintaining and strengthening ties with our customers by ensuring superior quality in manufacturing and services, and consistently improving our product quality management systems with the aim of eradicating serious product-related accidents.
LIXIL firmly believes that product quality is the key to earning the trust of our customers and society. To ensure that this belief is shared among all employees, we have published LIXIL Quality Principles in 14 languages and are continuously pursuing excellence in product manufacturing and services around the world. Serious product-related problems make customers anxious and adversely affect our reputation. That is why we pursue product quality management initiatives such as confirming legislative compliance based on the LIXIL Product Safety Principles.
We will continue to enhance our product quality management systems, and work to ensure our customers know how to use products safely.
LIXIL Corporation set up the Quality Assurance division in Technology function, which reports directly to the company president, and works to develop robust companywide product quality management systems and resolve any quality-related issues. LIXIL has appointed a quality manager for LIXIL International who oversees quality control outside Japan.
We have integrated important functions of development, manufacturing, and sales into two of our technology companies, and strive to achieve ultimate quality in each business operation. We have appointed a chief quality officer (CQO) in each company who oversees product quality department efforts to guarantee the quality of products and after-sales services and resolve any quality-related issues. In addition, our sales and services team in Japan manages individual quality management systems as a functional department in the pursuit of quality customer service.
CQOs and other relevant members meet on a biannual basis at LIXIL quality management conference, and conduct regular management reviews.
To ensure customer safety, LIXIL Corporation is focused on enhancing quality across the full lifecycle of all products, from development through to design, procurement, manufacturing, distribution, and after-sales support.
LIXIL works to build a culture that focuses on enhancing quality throughout the year, not only during the traditional Quality Month. We measured the level of awareness of quality via a survey of all Group employees and embarked on a process to generate further improvements.
We have been using internal social media since FYE 2019 as one of our tools for raising awareness year-round. We explain our Group Quality Principles and post CEO messages, and we also proactively share experiences of actual cases that can be used as reference by individual departments for improving quality going forward.
At our Product Quality Forum held each year in November, we reward standout quality improvement initiatives selected from all LIXIL companies worldwide and share those achievements across the Group. In FYE 2020, we posted a video globally on our internal social media, which attracted approximately 500 live viewers and was replayed by approximately 1,800 people.
We conducted our first survey on quality awareness in FYE 2020, targeting all employees at all Group companies in Japan. We obtained a good grasp of how aware our employees are about quality by targeting not only design and production areas, but all other departments as well, including sales and corporate departments. We are now formulating an action plan for each department based on the survey results. Looking ahead, we plan to conduct an annual survey to check how successful our initiatives have been.
At LIXIL Corporation in Japan, whenever a product-related accident occurs, the product quality department collects information within 24 hours of receiving notification, and sends an emergency notice to relevant departments. If an accident that could have a serious impact occurs, the customer service center reports it directly to senior management to ensure a swift response. The center also cooperates with other departments to formulate on-site responses and thoroughly investigate accidents. We submit a report to relevant government authorities within 10 days of an accident occurring as stipulated in Japan’s Consumer Product Safety Act. We also seek to prevent a recurrence by reflecting any lessons learned from accidents in product design, and proactively developing technologies that help ensure accident prevention and safety.
Regarding suspected legal infringements, our technology or other relevant departments will ascertain if an infringement has actually occurred, and submit a report to the authorities concerned. We follow a similar process for suspected legal infringements as we do for product-related accidents, namely, we conduct a thorough investigation of the cause and implement appropriate countermeasures to prevent a recurrence.