Ensuring Product Safety

Basic Policy on Product Safety

Based on Toshiba Group Basic Policy on Product Safety, we are committed to eliminating product accidents. In order to ensure customer safety, we comply with the prevailing safety-related laws and regulations and proactively disclose full information to customers.

Toshiba Group Basic Policy on Product Safety

We comply with the applicable laws and regulations on product safety in Japan and overseas.
We widely gather information on product safety incidents and disclose such information in a proactive manner.
We swiftly report product safety incidents to the competent authorities in accordance with laws and regulations.
In the event of a serious incident attributable to any of our products, we swiftly institute a product recall and notify customers without delay.
We issue alerts, as necessary, and employ warning labels to encourage safe use.
We thoroughly analyze the causes of any product safety incident and strive to prevent recurrence.

Providing information on product accidents

An employee who becomes aware of information concerning a Toshiba product accident must alert the division(s) in charge of dealing with safety issues concerning the product in question. The CPL Committee,* chaired by the President of the in-house company, then acts upon the matter. In the event of an accident attributable to a product that is likely to recur, we inform customers of the danger and request that they cease using such products, promptly report to the competent authorities, and establish countermeasures as soon as possible.

In FY2011, on the “information on serious product accidents” page of our website, we reported a total of 196 cases of product accidents of which 118 are suspected to have been caused by products while the causes of the other 78 cases are unknown.

Furthermore, we are developing an information system to enable swift communication with quality assurance divisions and top management regarding information on product accidents obtained by repair and service staff as well as on how such incidents are being handled by Toshiba.

* CPL Committee: CPL is an abbreviation combining CL (contractual liability) and PL (product liability). The CPL Committee, chaired by a senior executive, promptly determines measures to deal with product accidents and quality issues.

Toshiba Group's Structure to Respond to Product Accidents
chart of Toshiba Group's Structure to Respond to Product Accidents

Strengthening the system to prevent reoccurrence of serious product accidents by sharing information within Toshiba Group

photo of Guidebook for Preventing Reoccurrence of Accidents
Guidebook for Preventing Reoccurrence of Accidents

In 2011 we created the “Guidebook for Preventing Reoccurrence of Accidents,” which is a compilation of accident cases that have occurred since 2004 in Toshiba Group. The Guidebook was distributed to division managers and meetings were held to explain the content to the persons in charge of quality issues in the Group in order to strengthen measures to prevent reoccurrence of accidents. In addition, the information was converted into an e-book for access by personnel in charge of quality and safety-related issues in the Company via the intranet. A serious accident not only signals an alarm for the quality and safety of products, but also can provide precious insight into product development and assessment. We will promote the system of sharing information within the Group and strive to prevent reoccurrence of product accidents.

Response to long-term used product accidents

To ensure safety we have asked our long-term users of CRT TVs to conduct safety checks. For refrigerators, to prevent electric fires or smoke caused by long-term use and deterioration, we distributed flyers requesting customers to stop using products that had been used for more than 25 years since the purchase.

We also provide information on inspection and labeling system for long-term use products and also provide consultations.

Measures to Building Safety Product Culture

In FY2008, we particularly worked on reinforcing our management system for ensuring compliance with the Electrical Appliances and Material Safety Law in Japan (hereinafter “the Law”), since the Law has an important bearing on the Group's products. The Chief Quality Executives and the person in charge of the Law initiated a revision of the internal regulations and created common audit items related to the Law for the entire Group. We also verified the business notification status and compatibilities of the technical standards based on the Law. Furthermore, education through e-learning was provided to all concerned employees in Japan and working overseas (approx. 103,000 in total)

Toshiba Initiative: Promoting Product Safety Information Sharing

In Toshiba Group, the plans and results of product safety-related activities of in-house companies and key group companies are investigated and the information is shared by the Group. As part of the process, information is organized from the perspectives of “organization,” “process,” “technology,” “human resources/ culture,” and “information,” and the results of activities in relation to the target are evaluated on a self-assessment basis. To boost activities, in FY2011, the persons in charge of product safety issues in in-house companies and group companies began holding meetings to exchange opinions and information. Even though products differ from person to person, they can learn much from each other by sharing views on product safety, thereby helping to improve product safety.

Safety Considerations Concerning Electromagnetic Waves

Toshiba Group is involved in standardization work of the International Electrotechnical Commission (A separate window will open.) through the activities at the Japan Electrical Manufacturers' Association (JEMA) (A separate window will open.) for home appliances and the activities at the Association of Radio Industries and Businesses (ARIB) (A separate window will open.). These activities allow Toshiba Group to keep abreast of the latest information. We are adhering to the standards specified by these organizations to ensure safety concerning electromagnetic waves.

Case Study: Initiatives Aimed at Raising the Awareness and Level of Product Safety (FY2009) (Toshiba TEC Corp.)

photo of Toshiba TEC receiving the award from METI
Toshiba TEC receiving the award from METI

2009 Outstanding Company for Product Safety Management

We ensure thorough compliance with the product safety-related rules and regulations throughout the Group and also conduct periodic audits. The Chief Quality Executive plays a central role in holding product safety-related events aimed at raising the safety awareness of employees and proactively discloses information on initiatives for product safety based on third-party evaluations.

Group companies also develop their own programs for product safety. Toshiba TEC Corp. developed its product safety program with the aim of winning an award for its product safety measures from the Ministry of Economy, Trade and Industry and received the 2009 Economy, Trade and Industry Minister's Prize (best award) in the category of “major manufacturing companies and importers”. We will continue to make challenges at Toshiba Group.