Customers and Quality First

Activities to Improve Customer Satisfaction

We at Yokogawa strive to achieve greater customer satisfaction at our offices and factories around the world.

Yokogawa Electric (Japan) has conducted a customer satisfaction survey since 2008 on all customers who have received a product seminar at our training centers in Japan. The results are tabulated and analyzed, and the comments are shared among all employees on the company’s intranet in order to help improve product functions and services.

The Group companies are also obtaining feedback from customers through e-mailed surveys, customer visits, mailed questionnaires and conversations at product seminars, so as to provide more satisfactory products and services.

Examples of Measures Taken by Group Companies to Achieve Greater Customer Satisfaction (FY2010)

Group company	Measure
Yokogawa Electric (Japan)	Conducted a survey of 1,250 customers who are product users in Japan, shared the results internally and implemented countermeasures where needed.
Yokogawa Meters & Instruments (Japan)	Conducted seminars attended by approximately 300 customers at 23 locations around the world in order to help customers gain knowledge and improve skills while also receiving their honest feedback.
Yokogawa Field Engineering Service (Japan)	Conducted a survey of key customers and obtained feedback regarding what they wanted, then made corresponding improvements.
YDC Corporation (Japan)	Mailed postcards printed with questions and conducted interviews in order to study the levels of customer satisfaction; the responses were analyzed and reflected in our business activities.
Yokogawa Electric Asia Pte. Ltd (Singapore)	Sent e-mails to customers in order to confirm their satisfaction levels. The average score of all customer respondents was a commendable 4.39 on a five-point scale.
Yokogawa Taiwan Corp.	Conducted trainings to increase customer satisfaction. Fifty-eight employees participated and discussed their products and services using "fish bone chart".
Yokogawa America do Sul Ltda. (Brazil)	Contacted all customers who purchased Yokogawa products or services via e-mail in order to confirm their levels of satisfaction; the average score of all customer respondents was greater than 90%.


Excellent customer service and compliant handling training at Yokogawa Taiwan

Quality First Approach

Since the establishment, we have implemented our quality management system across all processes, as we are convinced that Quality First Approach is the basis of customer satisfaction. All the main Group companies have attained ISO9001 certification starting with Yokogawa Electric in 1992 and working on delivery of the same quality worldwide.

We have continuously valued our customers' feedback to develop satisfactory products, and have gained a high level of satisfaction from our customers with respect to the accuracy and functionality of our products.

The basic quality policy

Quality management is carried out in order to implement customer focus based on "Quality First," which is the spirit of foundation, and "Healthy and Profitable Management" through improvements in management quality.
Products that meet statutory and regulatory requirements as well as customer requirements are supplied.
Appropriate quality management systems conforming to the International Standard ISO 9001 requirements are established and implemented. In addition, the effectiveness of those systems is continually improved.
Customer requirements are fulfilled and customer satisfaction is increased through the results of quality activities in all organizations and personnel. For this purpose, each employee must feel that the quality of his or her work has a direct bearing on product quality, and that the company believes in "Quality First".
The head of each organization is responsible for the quality of the relevant businesses. The responsibilities include ensuring that adequate resources are made available.