Global

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

Stakeholders

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

CustomersCustomers

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 reflection 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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Shareholders/InvestorsShareholders/Investors

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

We newly established a Public Relations & Investor Relations Division and Information Disclosure Office 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.

In FY2016, we further enhanced our live audio streaming program, providing video and live audio streaming of question-and-answer sessions for nearly all briefing sessions.

IR website

Questionnaire survey on the IR website

General Meeting of Shareholders

On June 22, 2016, Toshiba held its ordinary general meeting of shareholders at the Ryogoku Kokugikan sporting arena in Tokyo, which was attended by 2,089 people.

At the ordinary general meeting of shareholders, we reported on problems facing Toshiba regarding the accounting issue, as well as on Toshiba's management policies, and obtained approval for the selection of Directors and other matters.

Moreover, on March 30, 2017, Toshiba held an extraordinary general meeting of shareholders at the Makuhari Messe convention center, which was attended by 1,343 people.

At the extraordinary general meeting of shareholders, we reported on the background of the matter regarding the massive losses in our nuclear business, along with remedial measures to be developed, and obtained approval regarding an absorption-type company split agreement concerning Toshiba Memory Co., Ltd.

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 FY2016, Toshiba held company-by-company IR briefing sessions for the first time, in addition to our usual financial briefing sessions and factory visits. Toshiba considers IR briefing sessions as opportunities for company presidents to hold dialogues directly with market stakeholders, including institutional investors and securities analysts. We will continue to hold these sessions periodically, once each year, to report on the respective companies' management goals and progress in achievements.

With regard to matters that have serious impact on the market, such as the posting of losses in our nuclear business and spinning off the memory business, Toshiba also held conferences for news reporters, institutional investors, and securities analysts, as needed, with the President/CEO and, when necessary, relevant executives including external directors, attending the conferences to provide explanations.

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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SuppliersSuppliers

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).

In addition, we conduct surveys on suppliers based on the EICC Code of Conduct presented in Toshiba Group's procurement policy to confirm the status of compliance.

Explaining about the new procurement policy

Cooperation with Industry Organization

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EmployeesEmployees

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]

Messages from top executives

Employees listening to Toshiba Corporation President's message
Employees listening to Toshiba Corporation President's message

In FY2016, the President of Toshiba Corporation visited Toshiba Group's 25 business sites in Japan to deliver messages to some 5,500 group employees. We aimed to increase the employees' motivation by directly delivering messages about the importance of accelerating our efforts to restore the trust of all stakeholders and to revitalize the company, as well as about expectations for respective businesses and divisions.

Messages from Executive Officers

During the seminar for senior management held in November 2016, Toshiba provided an opportunity for participants to reflect on the results of the employee morale survey and our current corporate culture. Also, after the seminar, all the senior executives who participated in the seminar reviewed their own behavior and thought about what to do now as senior executives, thereby issuing messages for employees on the intranet Renewal Portal Site.

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.

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)

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 800 senior manager-class emplyees 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 FY2016, the theme was "Towards Creating a Better Working Environment." Participants discussed problems that they often encounter or have experienced in their workplaces as well as what needs to be changed about their work environment. The meetings were attended by a total of approximately 85,000 employees across 8,000 workplaces in Japan.

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

Toshiba opened a "Renewal Portal Site" intranet site in FY2015, 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
  • Providing company facilities for residents' use
  • Holding summer festivals to promote communication with residents and to revitalize communities
  • Providing opportunities for community workshops to sell their products
  • 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.

Environment

Support for Local Communities Developments

Support for Local Communities Developments

For Toshiba Group, it is our responsibility as a good corporate citizen not just to resolve issues faced by local communities through business, but to develop business activities that are rooted in the area as a member of the local community.

Support for Local Communities Developments

Social Contribution Activities

Toshiba Group actively engages in a range of social contribution activities as a decent corporate citizen that is "Committed to People, Committed to the Future," as our Group slogan states.

Social Contribution Activities

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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 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.

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NPOs/NGOsNPOs/NGOs

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: Conservation of Biodiversity

Toshiba periodically conducts biological species surveys on our plant premises in collaboration with the NPO TR Net (run by Dr. Yuji Kishi, Professor Emeritus at Keio University). In FY2016, we carried out surveys on biotope ponds at the Komukai Complex (Kawasaki City) and the Keihin Product Operations (Yokohama City). At the Komukai Complex, we confirmed the presence of approximately 15 species, including scarlet skimmer dragonfly larvae and lesser emperor dragonfly shells, and approximately 10 species at the Keihin Product Operations, including white tipped skimmer dragonfly larvae and Japanese eight-barbel loaches.

Biological species survey (Toshiba Komukai Complex)
Biological species survey (Toshiba Komukai Complex)

Japanese eight-barbel loaches (the Ministry of the Environment's endangered species class IB) found in the pond which are conserved outside habitant range. (Toshiba Keihin Product Operations)
Japanese eight-barbel loaches (the Ministry of the Environment's endangered species class IB) found in the pond which are conserved outside habitant range. (Toshiba Keihin Product Operations)

Conservation of Biodiversity

Activity Example: Support for Recovery from Disasters

Support for recovery from the Kumamoto Earthquake

When a natural disaster occurs, Toshiba usually collaborates with NPOs and NGOs that are well informed about affected areas to provide support for affected people. At the time of the Kumamoto Earthquake in 2016, we worked in collaboration with the Association for Rengein Tanjoji International Cooperation and other groups.

Response to the Great East Japan Earthquake and Recovery Support Activities

Volunteers working at Minamisoma Solar Agripark
Volunteers working at Minamisoma Solar Agripark

We are continuing to provide support for recovery from the 2011 Great East Japan Earthquake.

As part of our efforts, we provide funding for the Fukushima Recovery Solar and Agriculture Experience Association, which is engaged in photovoltaic power generation at Minamisoma Solar Agripark to raise funds for the management of Asubito Fukushima, a general corporation working to develop personnel for the recovery of Fukushima. Starting in 2016, Toshiba employees visit the park to conduct volunteer activities, including developing facilities. We also carried out a program entitled "Let's Learn about Hydrogen Energy for the Future" in a hands-on workshop held at the park.

In addition, since 2014, a total of 232 Toshiba employees have participated six times in the Fukushima Organic Cotton Project developed by Iwaki OtentoSUN Enterprise Cooperative as volunteers doing farm work in cotton fields.

Disaster Relief

Activity Example: Support and Collaboration with Human Rights Organizations

In FY2016, Toshiba co-sponsored the Amnesty Film Festival hosted by the human rights NGO Amnesty International to present movies on human rights.

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 environmentGlobal environment

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

Environment

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