Quality

The Mitsui Chemicals Group is providing products and services that foster the satisfaction while responding to the trust of customers by continually improving the level of its quality management based on the Responsible Care Policy.

Management System

Policy

Under our Responsible Care Policy, we have identified details of our quality structure and other key issues such as PDCA procedures as basic matters concerning quality management in our internal regulations. In carrying out the appropriate procedures, we are providing products and services that foster the satisfaction and trust of customers.

In conjunction with the global expansion of the Group’s business, we have identified specific principles for global quality management in order to ensure a uniform awareness toward the basic level of quality. Steps are being taken to roll out these principles across the Group as a whole.

The Mitsui Chemicals Group’s Global Quality Management Principles

The Mitsui Chemicals Group makes every effort to increase customer satisfaction via a two-pronged approach to quality management, based on quality control ("built-in quality activities") and quality assurance ("activities that win over customers’ trust"). In this regard, the Company has identified the following principles.

1.Provide customer-oriented products and services

2.Ensure objective and transparent quality assurance

3.Put in place a framework that allows the stable supply of products

4.Create a more open corporate culture

System and Responsible Officers

With the president assuming ultimate responsibility for quality management, the RC " Quality Assurance Division controls quality management for the entire Mitsui Chemicals Group in Japan and overseas. Under this structure, every effort is made to improve product and service quality in all divisions and further raise customer satisfaction.

Business divisions, the Logistics and Purchasing divisions, Works, and laboratories are responsible for quality control. The RC & Quality Assurance Division is responsible for quality assurance. As the heads of each division, general managers promote quality management.

Quality Management System and Responsible Officers

Monitoring Methods

Quality management:

Steps are taken to identify quality audit program and priority audit items and to confirm the status of quality management implementation across the Group as a whole. A review of certain items including observations raised during fiscal year-end audits is undertaken. The results of this review are reflected in the audit program for the following fiscal year.

Quality of Products:

In addition to systematically collating customer complaints, steps are taken to monitor the details, causes, and each customer’s response with respect to each complaint. After analyzing the information gleaned on a monthly basis, the results are shared within the Group. After conducting a review of complaints over the year, quality targets are identified for the following fiscal year.

Achievements and Reviews:

Quality complaints also remained at record low levels in fiscal 2016. This reflects successful efforts to uncover the underlying cause of each complaint and measures aimed at preventing any recurrence promoted horizontally across the Group.
In addition, considerable emphasis is placed on nurturing increased awareness toward quality within the Mitsui Chemicals Group through explanations of the Global Quality Management Principles put in place in 2015 during audits and training sessions.
Looking ahead, and amid the growing trend toward globalization and increased product performance, every effort will be made to further raise awareness toward quality and to address the critical need for an increasingly customer-oriented and sophisticated quality management system.

Goals and Results

Goals for Fiscal 2016

  • Uncover high-quality risk factors and consider preventive measures while addressing customer complaints as a matter of course for all products.
  • Build a quality assurance system for new businesses and products in a variety of fields including the Mobility and Food & Packaging domains.

Fiscal 2016 Results and Assessment

Level achieved: A

  • Uncovered high-quality risk factors and considered preventive measures while addressing customer complaints as a matter of course for all products.
    Undertook a system diagram analysis of complaints and uncovered each underlying cause while also implementing preventive measures across the organization as a whole.
    Continued to carry out QRG activities, uncovered on-site quality risks, and implemented measures.
  • Measures aimed at building a quality assurance system for new businesses and products:
    Assigned a designated quality assurance officer in each new business field; built a quality assurance system by project.
QRG activities : A quality improvement initiative that is unique to the Mitsui Chemicals Group, QRG activities are carried out by the Quality Risk Reduction Group in an effort to reduce quality risks.

Priorities for Fiscal 2017

  • Minimize quality complaints in the pursuit of customer satisfaction
  • Build stable quality into new businesses and products
  • Comply with legal and regulatory requirements regarding safety

* Levels of achievement based on self-assessment: A: 95% or more, B: 70% or more and less than 95%, C: less than 70%