We deliver customer trust and satisfaction through quality.
To achieve this, each and every one of us will act with integrity, diligence, and sincerity.
Revision of the Basic Policy on Quality
The Nitto Group has revised its Basic Policy on Quality in response to past misconduct, recognizing the trust of our customers and society as the foundation of our business activities. Under the revised policy, we not only pursue higher quality levels but also position Quality Compliance as the foundation of trust. By acting with integrity, diligence, and sincerity, and by taking personal ownership of quality in our daily work, we foster a strong quality culture across the Group. Through these collective efforts, we aim to continuously deliver trust and satisfaction to our customers and society.
At the Nitto Group, we are committed to ensuring diligent compliance with all laws, industry standards, our agreements with customers and internal regulations related to product quality. To strengthen our quality culture and support the delivery of products and services that earn the trust of our customers and society, we continuously promote quality awareness among all employees.
As part of these efforts, we provide educational programs, including animated learning materials available in 18 languages, to deepen employees’ understanding of quality compliance. We also conduct ongoing interactive workshops and discussions, based on actual quality misconduct cases and involving both employees and managers alike. Through these activities, participants develop a deeper understanding of the factors that can lead to quality misconduct and the risks that may exist in daily operations. In addition, we conduct annual Quality Awareness Surveys to assess the effectiveness and penetration of these initiatives, measure quality awareness and psychological safety across the Group, and identify opportunities for further improvement. The survey results are reflected in subsequent improvement activities.
Through these activities, we strive to foster an environment in which every employee takes personal ownership of quality and consistently acts with integrity, diligence, and sincerity. By embedding this mindset throughout the Group, we aim to continuously deliver trust and satisfaction to our customers and society.
At the Nitto Group, the Corporate Quality Assurance Division plans and delivers foundational professional training that provides the core knowledge and skills required of quality professionals in the manufacturing industry. In addition, each Business Unit conducts specialized training and product-specific education tailored to its quality management system and business characteristics, helping employees continuously enhance their knowledge and expertise related to product quality.
Furthermore, the Group has established the certification rate of the QC Certification Examination administered by the Japanese Standards Association as a key performance indicator (KPI) for employees engaged in quality functions. Certification rates are continuously monitored as a key performance indicator (KPI) to further strengthen quality competencies across the organization.
For employees working in quality-related functions, the Corporate Quality Assurance Division provides regular training to strengthen quality compliance awareness. By learning from past cases, we seek to prevent lessons learned from fading over time and provide opportunities for employees to proactively consider and discuss quality-related issues. Through these efforts, we continue to strengthen a culture of quality and compliance across the Group, enabling every employee to take personal ownership of quality and act with integrity, diligence, and sincerity.
At the Nitto Group, we establish quality management systems appropriate to the nature of each business and continuously work to maintain and improve their effectiveness through audits conducted by certification bodies.
In addition, the Corporate Quality Assurance Division identifies quality issues and quality compliance risks across the Group and collaborates closely with Business Units to conduct quality audits and provide improvement support.
Knowledge gained through audit results and quality issues is shared throughout the Group to promote preventive actions, prevent recurrence, and facilitate horizontal deployment of best practices, thereby strengthening quality capabilities across the entire Nitto Group.
At the Nitto Group, inquiries, feedback, requests and complaints from customers are handled promptly and appropriately primarily by our Business Units through a variety of channels, including AI chatbots, e-mail and face-to-face communication.
We actively utilize customer feedback to improve our products, services and quality. Through continuous improvement efforts driven by the voice of our customers, we strive to enhance customer satisfaction.
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