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    6724   JP3414750004

SEIKO EPSON CORPORATION

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Seiko Epson : Commitment to Customer Satisfaction (3.7MB)

09/30/2021 | 02:12am EST

Commitment to Customer Satisfaction

Customer Commitment

Approach

Epson's CS and quality policies and organizations are designed to achieve customer satisfaction, one of the core commitments included in Epson's Management Philosophy.

Quality Policy

Epson seeks to provide products and services that earn customer satisfaction with an all-hands commitment to the quality policy below.

Quality Policy

  1. We will solve problems by directly observing all of our operations and processes.
  2. We will quickly complete the Plan, Do, Check & Act (PDCA) cycle in all situations.
  3. We will thoroughly analyze any failures, and establish procedures based on that analysis, so that mistakes are never repeated.
  4. We will proactively consider our customers' satisfaction so they will genuinely prefer purchasing Epson prod- ucts and feel confident using them.
  5. We will seize the opportunity presented by customer comments and complaints to inform our decisions when designing new products.
  6. We will readily report even negative information.
  7. We will foster a climate in which attention is paid to even the most commonplace events.

Vision for Mid-Range CS & Quality Initiatives

Epson implements CS & quality programs in line with its Mid-Range CS & Quality Action Policy, which is based on its Quality Policy and that stipulates its vision for creating products and services that please customers and earn their trust.

Goal

Earn strong trust from customers by taking innovative approaches to improving the quality of the overall product commercialization process and quickly achieving a level of quality that exceeds customer expectations.

CS & Quality Vision (Creating Customer Value)

Collect feedback

Customer

Create value

information/

Deliverresources

Create

Customers

Products/

services

Deliver value

Produce

Customer

value

Share value

Epson Group Sustainability Report 2021

37

Quality Assurance Program Organization

Epson carries out actions to assure quality across the Epson Group. A Quality Assurance Council and project teams solve shared issues and serious problems. In addition, we manage our quality assurance programs by periodically assessing and reviewing the state of quality and the progress of actions, reporting the results to the presi- dent, and formulating and implementing policies for further improvement.

Quality Assurance Program Organization

Seiko Epson

President

Instructions & reports

General administrative manager in charge of quality assurance

Instructions & reports

Head of quality assurance

Collaboration, instructions & reports

supervisory department

Assessments & reports

Operations division

Epson Group manufacturing

Epson Group salescompanies

companies

SEC quality assurance

Chief operating officer

President

President

supervisory department

Quality Assurance Council/

committees/project teams

Head of quality assurance

Head of quality assurance

Head of quality assurance

Solve important common issues

Manufacturing companies managed

Collaboration

by the operations division

Collaboration

Epson Group Sustainability Report 2021

38

Commitment to Customer Satisfaction

Customer Commitment

Customer Satisfaction

Epson undertakes various activities to provide our customers with satisfaction that exceeds their expectations through our products, services, production and sales from product design stage to after-sales service.

Product Design

Epson seeks to meet the expectations of customers from the product design stage. As part of this effort, our design engineers personally visit customers to listen first-hand to their thoughts and needs. They also visit information centers to gather and analyze information on the types of problems customers may be having.

Product Design (Please refer to page 40-44)

Advertising Initiatives

We work to avoid incorrect product descriptions, deceptive advertising, and any product appeal that might lead to an incorrect understanding. Our goal is to ensure that customers correctly understand our products' functions when making a purchase.

At Epson, we have a control system in place to check images and text before we publish them on web pages, advertising, and the like. This ensures that the images and text provide accurate information, are not unethical or discriminatory, and are compliant with copyright and personal data laws. We also have Group standards on the use of social media and work to ensure that the information we share on such media is fair and appropriate.

Initiatives of Sales Companies

Product Service and Support that Keeps Businesses Running

Users of business printer can find their work interrupted if their printer breaks down or if it runs out of consumables. To avoid such work interruptions, sales company Epson Taiwan Technology & Trading Ltd. (ETT) began in 2016 offering business inkjet printer users a package that includes regular on-site service. This is the first service of its kind in Taiwan's office printing industry.

Support staff members with thorough product knowledge visit customer sites to inspect and maintain their print- ers. They also let customers know when they can expect to run out of ink based on print use patterns. This service has sharply reduced printer breakdowns and ensures stable print quality. And since ETT is able to deliver ink before it runs out, work interruptions are far less frequent. These regular site visits are also an important opportunity to get feedback directly from users.

Epson, whose products are used by customers around the world, is increasing customer satisfaction by having local sales companies provide service and support that meets local needs.

After-Sales Service for Epson PCs

Epson Direct Corporation's support policy reads as follows: Every second counts. Never make customers wait. Earn customer satisfaction and ongoing loyalty."

Our customers' work does not wait when their PC fails. Obviously a strong quality program is essential for preventing PC failures in the first place, but when failures do occur, minimizing customer downtime becomes the top priority. We provide a one-day guarantee on repairs, during both the standard warranty period and for the extended pick-up warranty. If an Epson PC should fail during the coverage period, Epson Direct will repair it and return it the next day, weekends included.

Epson Group Sustainability Report 2021

39

Use a quick-loadgrip pad
to set

Product Design

Epson undertakes various activities to provide our customers with satisfaction that exceeds their expectations through our products, services, production and sales. This is a representative example of Epson's activities.

Epson seeks to meet the expectations of customers from the product design stage. As part of this effort, our design engineers personally visit customers to listen first-hand to their thoughts and needs. They also visit information centers to gather and analyze information on the types of problems customers may be having.

Greater Work Performance and Efficiency in the Workplace SC-F2100 Series

In 2013, we launched a product of a new type for Epson: a garment printer that prints on cotton fabric, such as T-shirts and tote bags. Its successor models came out in March 2018. Known as the SC-F2100 series, they offer greater work performance and efficiency in the workplace because they incorporate customer needs that came to light in the four and a half years since the first garment printer went on sale.

"Garment loading is troublesome"

We devised a way to set garments in place with aUse a hoop to set quick-load grip pad instead of a metal hoop. This cut

the loading time by about half (to about 15 seconds) and keeps garments and other fabrics from expand- ing.

"I need faster print speed"

The original product prioritized color expression. Print jobs began by printing

White undercoat printing process (sectional view)

two white layers to cover the color of the fabric and then printed color as the

3rd layer

third layer.

Color

White

2nd layer

White

Color

White

1st layer

However, market survey results showed some customers wanted the pro-

White

White

Original

High-speed

printing mode

printing mode

ductivity of faster printing while others prioritized color expression. To meet

both needs, we developed a high-speed mode in which the first layer is printed in white and the second in color and white simultaneously. The high-speed mode increased print speed by 33% with little loss of color expression.

"There should be less waiting time"

The SC-F2000 series was designed to automatically circulate white ink every day for up to 10 minutes to prevent particles contained in white ink from settling. Sometimes the circulation process began just when the customer wanted to print, so they had to wait.

We analyzed the workflow and found there was a 20-second interval between printing jobs (to unload the printed garment and set the next one in). We created a program to break the circulation process down into steps that run only in the intervals so customers no longer need to wait to print.

Epson Group Sustainability Report 2021

40

"Print jobs should be more attractive"

A fabric preparation product is applied to the surface of dark fabric so that white ink will not penetrate the fabric. The product reacted with fabric dyes and made stains. People who bought garments sometimes returned them due to the stains. Other garment printer manufacturers all had the same problem.

We addressed the problem by identifying a material that effectively minimizes the reaction with fabric dyes and mixing it with the fabric preparation product. We tested the new fabric preparation product on more than 150 types of fabric manufactured around the world under expected usage conditions and confirmed that stains became less conspicuous.

Resolving Tank Refill Issues

Epson's high-capacity ink tank printers, first introduced in Indonesia in 2010, were being sold, by 2017, in some 150 markets, both emerging and developed. These printers have earned loyal support from customers who want to print in high volume at low cost. However, we learned by interviewing customers and talking with sales companies that users wanted better protection against ink stains and spills when refilling the tanks.

  • Issue 1

Ink could spill, splash, and stain users' hands when users removed a protective seal under the bottle cap and tipped the bottle.

  • Action

We eliminated the protective seal and replacing it with an airtight bottle cap and a slotted valve near the tip of the nozzle to prevent ink from splashing and dripping.

  • Issue 2

The bottle had to be squeezed about 50 times in the roughly two minutes it took to refill a tank.

  • Action

Ink bottles and printer ink tanks were redesigned to enable easy filling of each color. Users simply have to insert a bottle nozzle into an ink tank and wait about 40 seconds for the tank to fill. Filling automatically stops when a tank is full.

  • Issue 3

Filling a tank with the wrong color of ink

Ink tank

- Action

The ink bottles have a tip that is uniquely keyed for each color and can only be inserted in a tank of the same color.

Ink bottles act like a key that fits only into the keyhole of the correct ink tank

Ink bottle

Epson Group Sustainability Report 2021

41

This is an excerpt of the original content. To continue reading it, access the original document here.

Disclaimer

Seiko Epson Corporation published this content on 30 September 2021 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 30 September 2021 06:11:12 UTC.


© Publicnow 2021
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Net income 2022 55 716 M 494 M 494 M
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