Skip to main content

CSR(Corporate Social Responsibility)

Hitachi

Improving Monozukuri and Service

Protecting our tradition of monozukuri craftsmanship while improving product and service quality worldwide

[topics] Providing High-Quality Elevators for the World's Highest Observatory

[image]
(Left) Shanghai World Financial
Center
(Right) Double-deck elevator

In October 2008, the Shanghai World Financial Center opened in the Pudong District of Shanghai, China. Featuring an observatory at 474 meters,*1 this soaring tower uses Hitachi elevators. The setting required elevators that could safely and efficiently lift large numbers of people quickly and comfortably to the tower's upper floors. To answer this need, Hitachi's Mito Design & Production Division, research laboratories and Group companies worked together to develop vibration-dampening devices, as well as high-output, high-performance traction machines and control systems, and other innovations that enhance both comfort, energy efficiency, and safety. To increase capacity, a double-deck design was adopted, making it possible to transport 48 passengers at a time. In this way, Hitachi elevators are used every day by many people, providing support for this popular landmark.

Noboru Arahori Division Manager, Mito Design & Production Div., Urban Planning and Development Systems, Hitachi, Ltd

*1
Highest in the world in October 2008

Ensuring Product and Service Quality

Since we began, Hitachi's tradition of monozukuri craftsmanship has placed top priority on quality first. Using the slogan, providing customers with the highest quality products and services, our whole Group is immersed in quality assurance (QA)-from product planning and delivery to after-sales service. We are now focused on improving the quality of products and services made outside Japan, especially in China and the rest of Asia.

Strengthening Our Quality Assurance (QA) System in China

[image]
Conference for Quality
Assurance Managers at
Hitachi Group Companies
(China)

In China, Hitachi has about 80 subsidiaries, with a diverse array of products and services, working to train human resources and improve product quality. To add value and boost local production, we set up the Shanghai Product Quality Assurance Center in February 2007 to improve quality and create a unified QA system. Every year, the center holds the Conference for QA Managers at Hitachi Group Companies for quality awareness and to encourage information sharing. Also, to provide quality guidance, tough measures are being taken on approval systems for suppliers and other partners.

Building Customer Feedback into Our Products

We made our Customer Satisfaction (CS) Management Guidelines one of the pillars of Hitachi's business management, and we continue to improve CS with the goal of "creating innovation through collaboration with customers." We use CS surveys tailored to each business operation. In addition, we analyze customer opinions submitted to the Hitachi Customer Answer Center.

Customer Satisfaction Management Guidelines

  • Our customers determine the value of products and services
  • Information from our customers is the source of improvement
  • Offer prices and quality that are competitive
  • Respond rapidly to keep our promises to our customers
  • Adopt systems that prevent accidents and minimize their impact

Formulated 1994

Web Site Customer Support

We established Customer Support on Hitachi's corporate Web site. From here, we are able to process information (customer inquiries, opinions, requests, complaints) and use it to improve products and services, through cooperation with customer support of relevant Hitachi Group companies. We will maintain and improve our Web site as an important point of contact, committing to timely, reliable and more accurate responses to customers while strengthening collaboration among Hitachi Group companies.

Breakdown of Inquiries Received from Hitachi Web Site Customer Support
[graph]

Universal Design

The Hitachi Group is involved in society and people's lives in a variety of fields and activities. We believe Universal Design (UD) is one of our corporate social responsibilities for improving quality of use, accessibility, and product life span. UD is an approach that we believe can make products and services easy to use for everyone, regardless of age or ability.
Hitachi, Ltd., a founding member of the International Association for Universal Design,*1 is committed to creating a society where more people can live with peace of mind. The Hitachi Escalator VX Series was awarded the Chairman's Special Prize at the Kids Design Award 2008, sponsored by the Kids Design Association.*2 Five Hitachi products and services, such as the Active Walking Support System, were recognized with awards.

*1
International Association for Universal Design
Founded in 2003, the International Association for Universal Design is dedicated to the healthy development of society and the enhancement of people's lives through the dissemination and application of UD.
*2
Kids Design Association
Founded in 2006, the Kids Design Association was started by companies and other organizations in Japan dedicated to creating and disseminating designs that promote the safe, secure and healthy development and growth of children.

The Hitachi Group's Approach to UD

[image]Accessibility, Life Span, Quality of Use

Accessibility

By developing and providing products that more people can use, we seek to strengthen every customer's bond with society and lead them to the next society.

Life Span

We work to maintain connections with customers in many ways-throughout the life span of our product or service-by providing information through sales and after-sales support.

Quality of Use

We seek to provide products and services that are easy to understand, easy to use, and that create a sense of high value for all customers.

[Image]Report Download