CSR - Corporate Social Responsibility
Committed to People, Committed to the Future.


Toshiba Group's business activities involve relationships with diverse stakeholders. Here we clarify definition of each stakeholder, points of communication, and responsibilities of Toshiba group.

Major Stakeholders

Major Stakeholders Customers Shareholders/Investors Suppliers Employees Local communities Governments and public bodies NPOs・NGOs Global environment

Examples of Communications


Key responsibilities

  • Supplying products in a stable manner
  • Providing safe, secure products and services that offer great value
  • Creating environmentally conscious products and services
  • Promoting universal design
  • Providing appropriate product information
  • Offering excellent customer relations and support
  • Managing customer information appropriately

Major means of identifying stakeholders' views and requests

  • Routine sales activities
  • Call center (via phone, email, etc.)
  • Monitoring system
  • Customer satisfaction (CS) survey

Communication with Customer [Point of contact: Customer Satisfaction Division]

Share and refrection of customer voices

We receive comments and requests for products and services in our daily operations, which are shared among related personnel including top management, and use them to improve product quality and repair services.

Sharing and Utilization of Voice of Customers

Framework for Reflecting VOC in Business Activities

Framework for Reflecting VOC in Business Activities

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Key responsibilities

  • Disclosing information in a timely and appropriate way
  • Providing an appropriate return of profits
  • Maintaining and enhancing corporate value
  • Responding to the needs of SRI organizations

Major means of identifying stakeholders' views and requests

  • General Meeting of Shareholders
  • Meetings with investors
  • Questionnaire survey
  • Investor Relations (IR) website

Toshiba recognizes that improvement needs to be made regarding the disclosure of information, which was not carried out appropriately or in a timely fashion at the time of the account processing issue. In order to prevent this from happening again, we are implementing measures such as revising the regulations on information disclosure, and clarifying the methods for gathering information. On top of this, we newly established a Public Relations & Investor Relations Division in April 2016, which is an organization under the President's direct supervision, as part of our redesign of the information disclosure system.

Toshiba will continue to actively disclose risk and other information, so that the disclosure structure throughout the entire Toshiba Group may provide information promptly, and contribute to our shareholders' and investors' profits.

Communication with Shareholders
[Point of contact: Legal Affairs Division and Public Relations & Investor Relations Division]

Publication of Shareholder Newsletters

Toshiba Group strives to communicate with individual shareholders through our shareholder newsletters.

Shareholder Newsletter (Japanese)

Enhancement of IR Website

On the IR page on our website, we strive to provide all our investors with information that will affect investing decisions, fairly and in an easy-to-understand form. We have also begun live audio streaming of some of our information sessions in FY2015, in response to requests from investors.

IR website

Questionnaire survey on the IR website

General Meeting of Shareholders

On June 25, 2015, Toshiba held its ordinary general meeting of shareholders at the Ryogoku Kokugikan sporting arena in Tokyo, which was attended by 3,178 people. At the ordinary general meeting, we gave reports on the investigations regarding the propriety of our account processing, and also got approval regarding the selection of Directors.

Moreover, on September 30 of the same year, Toshiba held an extraordinary general meeting of shareholders at the Makuhari Messe convention center, which was attended by 1,924 people. At this meeting, we gave reports about the account processing issue, our business performance, and the consolidated financial statements, as well as the content of the financial statements and the results of their audit. We also received approval regarding changes made to our Articles of Incorporation, and on the selection of Directors.

We will continue to put extra effort into running our general meetings of shareholders, so that our shareholders may have a better understanding of Toshiba.

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Communication with Investors [Point of contact: Public Relations & Investor Relations Division]

Communication with Institutional Investors and Securities Analysts

In FY 2015, Toshiba held seven sessions regarding the account processing issue for media organizations, institutional investors and securities analysts, on top of our usual financial briefing sessions, and meetings for explaining our business plan. We committed to disclosing information, with the President/CEO and, when necessary, relevant executives including external directors, attending the sessions to give explanatory presentations.

In addition to these, we attempt to communicate with institutional investors and securities analysts throughout the year, through attending seminars hosted by securities companies, and visiting and interviewing Japanese or foreign investors.

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Key responsibilities

  • Selecting suppliers fairly and engaging in fair trading practices
  • Respecting human rights in the supply chain
  • Promoting environmental management in the supply chain

Major means of identifying stakeholders' views and requests

  • Routine procurement activities
  • Briefing session on procurement policy
  • CSR survey
  • Clean Partner Line

Communication with Suppliers [Point of contact: Procurement Office]

Request to suppliers for promoting CSR management

We ask suppliers to promote CSR management through regular meetings to explain procurement policy and daily procurement operations. In FY2014, we revised our procurement policy so that the priority requirement when choosing new suppliers upon starting or continuing business relationships is to comply with laws and ordinances as well as social codes, and we made this revision fully known to each of Toshiba Group's approx.10,000 suppliers (cumulative total). Furthermore, we held the briefings for our suppliers regarding the EICC Code of Conduct in Japan in FY2015.

Explaining about the new procurement policy

Cooperation with Industry Organization

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Key responsibilities

  • Conducting fair assessment and treatment
  • Respecting human rights and diversity
  • Optimizing human resources and promoting their growth
  • Supporting diverse working styles
  • Maintaining and enhancing skills and capabilities
  • Ensuring occupational health and safety

Major means of identifying stakeholders' views and requests

  • Employee morale survey (TEAM Survey)
  • Dialogues, information exchange meetings
  • Leadership Survey (360-degree survey)
  • Intranet
  • Risk hotline
  • Consulting services for employees

Communication with Employees [Point of contact: Human Resources and Administration Division / Legal Affairs Division / Management Reform Division]

Employee morale survey (TEAM survey) and disclosure of results

Toshiba has conducted the employee morale survey (TEAM survey) since FY2003, as a way to gain feedback from employees. Through this survey, we periodically monitor the level of understanding among our employees towards the company's measures, and how widespread this understanding is.

In FY 2015, we released a message from our President based on the survey results, and disclosed information about the results, using the survey to create a more open corporate culture. We also introduce opinions that employees voiced in the survey on the intranet Renewal Portal Site, and communicate with employees, for example by giving the company's answers to these opinions.

Leadership survey (360-degree survey)

In December 2015, we conducted a leadership survey (360-degree survey). The aim is for senior management to grow through identifying their own strengths and weaknesses objectively, so that they can build and lead a more sound organization through stronger leadership. The survey targeted approximately 180 senior managers in a diversified manner, asking the members themselves, their supervisors, peers and subordinates, about their attitudes and behavior regarding work.

CSR workplace meetings

We hold CSR workplace meetings, so that managers and the employees they manage can talk and think together, and share feelings and opinions, in order to build a work environment where everyone feels free to discuss any matter.

In FY2015, the theme was "Towards Reviving the Toshiba Group," and participants discussed fundamental causes of the account processing issue, and what should be done by the company and by themselves towards reviving Toshiba Group. The meetings were attended by a total of approximately 90,000 employees across 8,300 workplaces in Japan.

Improved distributing of information by opening a "Renewal Portal Site" intranet site

Toshiba opened a "Renewal Portal Site" intranet site, which contains the information regarding the account processing issue and our measures for reforming our corporate culture. On this page, we publish messages from senior management, results of the leadership survey (360-degree survey), the employee morale survey (TEAM Survey), and the CSR workplace meetings, as well as other information.

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Local communitiesLocal communities

Key responsibilities

  • Respecting different customs and cultures
  • Engaging in social contribution activities in local communities
  • Preventing accidents and disasters at business sites
  • Supporting neighboring communities in case of a disaster

Major means of identifying stakeholders' views and requests

  • Dialogues, information exchange meetings
  • Factory visits
  • Employees' participation in community activities

Communication with Local Communities [Point of contact: Each company and business site]

Environmental communication

We communicate information about our environmental efforts, such as factory visits and nature-watching sessions. This is so that a wide range of stakeholders, such as the communities around our factories and offices, schools, customers, companies, and students, may learn about Toshiba Group's activities, and think about the environment together with us.


Support for Local Communities Developments

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Governments and public bodiesGovernments and public bodies

Key responsibilities

  • Complying with laws and regulations, and paying taxes
  • Supporting government policies toward solving social issues

Major means of identifying stakeholders' views and requests

  • Dialogues and proposals via economic associations and industry associations

Communication with Governments
[Point of contact: Each company, business site, and Corporate Communications Office]

Participation in Industry Associations

Toshiba actively participates in the activities of Keidanren (Japan Business Federation), Japan Electrical Manufacturers’ Association, the Japan Electronics and Information Technology Industries Association, the Home Electric Appliances Fair Trade Conference, the Association for Electric Home Appliances, the World Business Council for Sustainable Development (WBCSD), the World Economic Forum (WEF), and other industry organizations to help address various issues such as the realization of a sustainable society and protection of the global environment.

Examples of Participation in Industry Organizations
  • Japan Machinery Federation
    Chairman: Tadashi Okamura, Advisor, Toshiba Corporation
    Vice Chairman: Masashi Muromachi, President, Toshiba Corporation
  • Japan Institute of Logistics Systems
  • Keidanren
  • Japan Electronics and Information Technology Industries Association
  • Home Electric Appliances Fair Trade Conference
  • * As of May 2015

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Key responsibilities

  • Providing support to solve diverse global issues
  • Collaborating with and helping local communities solve their social problems
  • Collaborating on our priority areas of corporate citizenship

Major means of identifying stakeholders' views and requests

  • Dialogue through collaboration
  • Exchange of views at stakeholder dialogues

Communication with NPOs and NGOs
[Point of contact: CSR Management Office and Corporate Environment Management Office]

Support for and collaboration with NPOs and NGOs

We are making the most of our strengths to establish partnerships with NPOs and NGOs across a wide range of areas such as environmental protection, human rights, and social contribution by holding active dialogues with such organizations.

We review our support for and collaboration with NPOs and NGOs based on criteria such as the degree of contribution to solving social problems, relationships with Toshiba's priority business sectors, creativity, pioneer spirit, and relations with local communities.

Activity Example: Support for Promotion of Experiential Science and Math Education

Real Science Education Institute, an NPO Toshiba Experiential Science Education
Toshiba Experiential Science Education

We develop various curriculums that include evaluation methods for training teachers and for school education, in order to spread "experiential science education by seeing, touching, trying, and thinking," together with Real Science, an NPO presided by mathematician Dr. Jin Akiyama. Moreover, we let children experience the fun of science and mathematics through workshops at Toshiba Science Museum and at children's recreation centers, and through outdoor experience activities. Through these efforts, we are endeavoring to educate individuals who will contribute to society through science and technology.

Experiential Science Education

Activity Example: Forest Maintenance at Tokyo Metropolitan Area

The Toshiba Hamakawasaki Plant has set up country hedges* in collaboration with the NPO TR Net (run by Dr. Yuji Kishi, Professor Emeritus at Keio University). We have made leaf mold by piling up branches and leaves of kaizuka juniper trees that we cut down in order to brighten the forest floor in the greenery by the Plant, in an attempt to attract and gather diverse life forms, including insects and small animals above and under the ground.

  • *country hedge: fence made of natural materials, where diverse life forms can live.

Creating country hedges at the Hamakawasaki PlantCreating country hedges at the Hamakawasaki Plant

The installed country hedgeThe installed country hedge

Conservation of Biodiversity

Activity Example: Support for Recovery from Disasters

Support in the Aftermath of Disasters

Toshiba Group has supported the swift recovery from the disasters collaborating with NPOs and NGOs. Some of our relief efforts: Earthquake in Nepal in FY2015, Earthquake in Yunnan, China in FY2014, Typhoon in Philippines, US Tornado, Earthquake in Philippines and China Sichuan in FY2013, Torrential rain in Philippines in FY2012, US Tornado in FY2011.

Response to the Great East Japan Earthquake and Recovery Support Activities

Fukushima Organic Cotton ProjectFukushima Organic Cotton Project

To support the Fukushima Organic Cotton Project, an initiative run by Iwaki OtentoSUN Enterprise Cooperative, a total of 175 Toshiba employees visited the area in four volunteering visits starting in December 2014, and contributed to revitalizing the region. Toshiba also supports NPOs that tackle disaster recovery in Tohoku, through the corporate consortium Michinoku Partners, which is run by the NPO ETIC.

Disaster Relief

Activity Example: Support and Collaboration with Human Rights Organizations

Pre-school in rural area of TanzaniaPre-school in rural area of Tanzania

In collaboration with the public-service corporation Save the Children Japan, we are supporting to establish pre-schools in rural area of Tanzania. In December 2015, as part of the Toshiba Group Simultaneous Social Contribution Action, we collected donations from employees and held presentation meeting of the project with the project manager at Save the Children Japan and staff from Toshiba Africa (Pty) Ltd, who went to survey the area in August, lots of employees participated in the event.

Respect for Human Rights

Dialogue with environmental stakeholders

Reflecting feedback from environmental NGOs in promoting our environmental management by holding periodic stakeholder dialogues with them.

Environmental Stakeholder Dialogue

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Global emvironmentGlobal environment

Key responsibilities
  • Mitigating climate change
  • Reducing waste discharges
  • Reducing release of chemicals
  • Conserving biodiversity


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