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Products and Services Which Reflect Our Customers' Views

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Products and Services Which Reflect Our Customers' Views FUJIFILM Sustainable Value Plan 2016 Other CSR Activities q System for Responding to Customers (FUJIFILM Corporation and its domestic affiliates) ISO 10002 (International Standard for Complaints Handling Management System) Products and Customers’ Reflecting opinions Consultation facility (only B to C) Consideration customers’ opinions Services Which Customers Communication Center Around 10 staff Top FUJIFILM Inquiry management Sustainable Value Plan 2016 推進方針1 製品・サービスなどを通じて、環境、人々の健康・生活・働き方に関する社会課題の解決に貢献 Call Center for the Healthcare Laboratory Around 100 staff Improving products and Reflect Our Division Interactive Technical Support Center Reports Feedback services managers Requests communication (FINEPIX Support Center, Net Print Service Around 40 staff Customers’ Views Support Center, FUJIFILM Mall Support Desk) Moved and reopened New FUJIFILM Osaka Service Station in 2017 Repair Service Station/Service Marketing Around staff in total Station Three in Japan: 30 and sales Proposals Letters, telephone calls, e-mails, company visits, Design FUJIFILM Adopting As we declare in our corporate philosophy, the Fujifilm Group aims to provide the best quality products and in retail outlets FUJIFILM SQUARE Around 10 staff R&D Sustainable Value Plan 2016 推進方針 生産活動などの事業プロセスにおける環境課題への積極的な取組みを推進 new products and services which are safe, appealing to2 customers and provide them with peace of mind, by basing our Number of customer inquiries: Domestic marketing divisions, Domestic sales companies and services Basic management on “Customer Satisfaction (CS).” In order to achieve customer satisfaction, it is important to Remarks Consideration obtain the views of a wide range of customers and to have a mechanism in place for effectively reflecting Around 320 thousand Each consultation facility manages information such as by relevant Approach comments and inquiries in a database these in our products and services. For this purpose, we pay special attention to communicating with our inquiries per year divisions customers at customer centers which are our point of contact with them. We aim to correctly grasp their Back to “Customers’ opinions” views, as well as seek to respond in a speedy, kind, accurate and fair manner, and we are constructing a system to link these views to improvements in product development and our work processes. FUJIFILM q Customer Satisfaction Questionnaire Survey Results q Customer Satisfaction Questionnaire Survey Results Sustainable Value Plan 2016 推進方針3 企業活動を支えるCSR基盤をバリューチェーン全体にわたり強化 (based on telephone & written questionnaires*) (based on email questionnaires*) (Customer Satisfaction Index) 0 10 20 30 40 50 60 70 80 90 100 (Customer Satisfaction Index) 0 10 20 30 40 50 60 70 80 90 100 1. Telephone inquiry handling 1. Speed of response ▶ Fuji Xerox Outline of Activities in FY2016 2. Assistance with returning defective goods 2. Ease in understanding the response At Fuji Xerox, we believe 3. Number of days for written documents that customer satisfaction to arrive 3. Readability of response layout Efforts to Raise Customer Satisfaction (CS) 4. Ease in understanding the response FUJIFILM (CS) is fundamental to all 4. Willingness to use Fujifilm products Highest for eight 5. Willingness to use Fujifilm products in the future Sustainable Value Plan 2016 その他CSR活動 our corporate activities. It in the future ▶ Fujifilm consecutive years 6. Willingness to recommend to friends 5. Willingness to recommend to friends and acquaintances and acquaintances Fujifilm’s businesses cover a wide range of fields, giving it is important to know the (at end of July, 2017) demands and expectations Color Copier Customer * Customer Communication Center 2015 * Total for Customer Communication Center, Net Print Service Support Center 2015 a wide variety of customers; it responds to their voices in * Please refer to website for details on the method used to calculate customer & FinePix Support Center Satisfaction Study* 2016 2016 of customers to enhance satisfaction, etc. * Please refer to website for details on the method of calculating customer a way that takes into account the characteristics of each Fuji Xerox satisfaction, etc. product. Each customer center reports customers’ product- customer satisfaction. We put importance on interactive * J.D. Power Asia Pacific Japan Color Copier related proposals and requests to the relevant department Customer Satisfaction StudySM q Mechanisms for Communicating with Customers (Fuji Xerox and its affiliates) マ ネ ジ メント communication with the (sales, marketing, design, development, research, etc.) to Customers (ALL VOC) help to improve our products and services and support the customer, and the basis of Daily customer communication Changes in the environment surrounding customers, Customer evaluation development of new products. Throughout the year, we raising customer satisfaction is accepting the opinions of our (complaints, claims, requests, inquiries, etc.) economic trends, etc. conduct CS surveys targeting customers who submitted customers submitted through the following channels and inquiries to the Customers Communication Center, Net Print making continual improvements: (1) the Integrated Customer Support Center (main contact point for customers); (2) the Integrated Customer Support Center Employees of Fuji Xerox and its affiliates Service Support Center and (Main Contact Point) who interface with customers Official Market Voice of the Customer (VOC) collection system; (3) official FinePix Support Center. In Customer Satisfaction Questionnaire Survey 5,929 VOC Total information input: website researches 資料・データ (Accepted a survey and answered questions) cases (Voice of Customer) Approx. 250 thousand cases FY2016, we received about website; (4) market research; and (5) the CS programs to 500 replies, which we utilized make improvements based on the CS survey results. to improve and develop our A communication website has been created to deal with CS improvement activities at customer contact points CS program evaluations the VOC data to support employees working in customer Strengthening of relationships with individual customers, elimination of all complaints and claims, products and services. PDCA Competitive Benchmarking Reduced by half service. The bilateral communication between customer improvement of operating processes based on opinions and requests, etc. CS Program For example, the Web Number of queries on design and workflow of our contact, including sales, maintenance, shipping and CS improvement activities by each core group Approx. 17 thousand cases the web printing invoicing, and the areas of product development, marketing Elimination of all complaints and claims, improvement of operating processes Net Print Service System service system based on opinions and requests, strengthening of product planning ability, etc. Fuji Xerox Users have been revised to prevent and quality control that the website allows is expected to CS programs Top management’s CS activities customer operating errors that foster greater customer understanding. In a customer Approx. 64 thousand cases satisfaction survey of customers who submitted queries to Decisions on companywide policies and methods for resolving important issues are frequently the cause of customer inquiries. In addition, by the Senior Vice President-chaired CS Executive Meeting, etc. customers can now track their product from ordering to the Integrated Customer Support Center, roughly 98% of production, shipment and transport to provide them with respondents rated the service either “satisfactory” or “very q Fuji Xerox’s CS Program (Improvement activities based on the CS surveys) q FY2016 External Appraisals reassurance. In the face of the growing number of customers satisfactory” in FY2016. The CS rating was also high in the (Fuji Xerox) The Two CS Programs Objectives for the Use CS surveys conducted by external organizations in FY2016. of Survey Results who make use of the system during late-night hours when J.D. Power Asia Pacific 2017 our offices are closed, Q&As upgraded with AI features have Competitive Benchmarking CS Program The Japan Color Copier CS improvement been introduced to enable customers to resolve their queries Customer Satisfaction StudySM Highest Activities linked to grasp the CS market C activities extracted (Large/Mid-size business for the eight at any time. These efforts have succeeded in roughly halving position, enhance our strengths, and from issues when consecutive compared with segment) the number of queries, which increase during the New Year improve on our weaknesses. Customers years competitive companies Highest in overall evaluation The Japan Color card printing season every year. Fujifilm will continue to listen Company-wide improvement activities Copier Customer in earnest to suggestions and requests from customers to Complementary relations D as well as activities by A The Japan Color Printer Satisfaction each site and function SM SM Study improve customer satisfaction. Customer Satisfaction Study (Large/Mid-size Promote improvements based on CS improvement activities based on Highest in overall evaluation business customer evaluations and enhance segment) relationships with individual customers. individual customer P evaluations Fuji Xerox Users CS Program 58 FUJIFILM Holdings Corporation Sustainability Report 2017 FUJIFILM Holdings Corporation Sustainability Report 2017 59 FUJIFILM Sustainable Value Plan 2016 Other CSR Activities Outline of Activities in FY2016 around their characteristics and activities, and
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