Mitsubishi Chemical HoldingsTHE KAITEKI COMPANY

Customer Satisfaction

Charter of Corporate Behavior

We shall constantly strive to satisfy our customers by keeping the promises made in contracts with them, doing our utmost to ensure the safety and quality of the products and services we supply, and engaging in dialogue and R&D.

Recognition of Issues and Basic Approach

Through dialogue with customers, the Mitsubishi Chemical Holdings Group seeks to reflect customer feedback in its sales activities and measures to improve products and services. Increasing customer satisfaction through these sorts of activities will pave the way for the Group's sustainable growth.

Structure

For information about the promotion structure for activities related to customer satisfaction, please see "Promotion Structure for Management of Sustainability (MOS)" on the Awareness and Responsibility webpage.

Main Activities

Performing the Customer Satisfaction Survey

The Customer Satisfaction Survey is performed by operating companies through the issuance of questionnaires to customers. The survey is made up of core questionnaires covering the functions and quality of products and services, while also including various other aspects, such as the Group's response to problems and other inquiries, reduction of environmental impact, and resource and energy savings. The replies from customers are shared among relevant personnel including top management, and are being applied in each division to further improve products and services.
The survey also includes questionnaires regarding awareness of and sympathy with the concept of KAITEKI that the Mitsubishi Chemical Holdings Group advocates in order to improve the Group's brand value.

Product Stewardship Policy

We published our Product Stewardship Policy, which forms the basis for our Responsible Care activities, on September 1, 2015. In accordance with this policy, we will make every effort to communicate product safety information throughout the product life cycle (development, procurement, production, distribution, marketing, use, disposal, and recycling) and manage products in collaboration with stakeholders at every step in the value chain in order to minimize our products’ impact on human health, safety, and the environment.

Operating KAITEKI Square Showroom

Mitsubishi Chemical Holdings Corporation operates KAITEKI Square showroom within its Head Office building as a venue for dialogue with customers and suppliers. KAITEKI Square comprises three areas: 1) the special exhibition zone focusing on science and technology's role in solving 21st century social issues; 2) the permanent exhibition zone that introduces the Mitsubishi Chemical Holdings Group's technological and integrated abilities through exhibitions of products and technologies; and 3) a concept zone for experiencing future society through films and interactive exhibits.

Concept zone
Concept zone
Permanent exhibition zone
Permanent exhibition zone

Targets and Results

Target Improve customer satisfaction to 80% or more (Target: fiscal 2015)
Result Fiscal 2013 78.2% result achieved

Customer Satisfaction Survey
Customer Satisfaction Survey

Target Reduce product claims
Result Fiscal 2013 37% reduction

Product Claim Reduction Rate (vs. base year*)
Product Claim Reduction Rate (vs. base year*)

*The year with the most accidents or claims from fiscal 2008, 2009, and 2010 has been taken as the base year.

Examples of Activities

Fiscal 2013

Mitsubishi Tanabe Pharma Factory Ltd.*1: Further improving the quality of pharmaceuticals by revising procedural manuals and supporting PIC/S

As the globalization of pharmaceutical development continues, pharmaceutical manufacturers are being called upon to support PIC/S*2. The Mitsubishi Tanabe Pharma Factory Ltd. Yoshitomi Plant in Yoshitomi Town, Fukuoka Prefecture plans to push ahead with PIC/S support at a new pharmaceutical production building it started constructing in January 2015, as part of proactive efforts to launch new pharmaceutical products and address pharmaceutical development targeting the Asian market. In addition, the Yoshitomi Plant is revising procedural manuals for product manufacturing and testing. Guided by the key phrase of "Shifting from 'Know How' to 'Know Why'," the plant is reconfirming the rationale and background to the methods, conditions and management methods for various product manufacturing and testing procedures by incorporating this information into procedural manuals. By sharing this information among staff involved in manufacturing and testing, the plant aims to strengthen quality assurance—the Mitsubishi Tanabe Pharma Group's highest priority.

Plant employees hold up signs showing activity guidelines concerning quality
Plant employees hold up signs showing activity guidelines concerning quality

*1 Mitsubishi Tanabe Pharma Factory Ltd. is a group company of the Mitsubishi Tanabe Pharma Group.

*2 Pharmaceutical Inspection Convention and Pharmaceutical Inspection Co-operation Scheme. An international framework acting to facilitate effective mutual pharmaceutical inspections by issuing various guidance documents and providing training and certification of GMP inspectors in various countries, with the view to promoting international harmonization of GMP standards by the competent pharmaceutical authorities in countries and regions worldwide.