Global

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

Quality Control

Quality Control Policy

Based on Toshiba Group Quality Control Policy, we aim to provide our customers with safe and reliable products, services and systems, and we are working to ensure superior quality as perceived by our customers. By increasing our sensitivity to potential risks and dealing with them swiftly, we strive to eliminate product accidents and provide unrivaled customer satisfaction.

Toshiba Group's Basic Policy on Product Assurance: Standards of Conduct

  1. We engage in quality assurance from the customers' point of view.
  2. We observe relevant laws and contracts and respect the rights of customers and third parties.
  3. We maintain quality systems aimed at achieving 100% quality.
  4. We ensure that all of our departments and all of our employees act on this Quality Control Policy.
  5. We aim for essential improvement by investigating the root causes of process failures.

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Quality Promotion Structure

Under the global quality control structure, the Chief Quality Officer is responsible for quality control throughout the Group, while Chief Quality Executives are in charge of quality control within in-house companies and key group companies. The Chief Quality Officer convenes periodic meetings to develop policies and discuss quality control measures with the Chief Quality Executives who are responsible for providing guidance and conducting audits of factories, suppliers, maintenance and service companies and manufacturing outsources worldwide to enhance the quality level throughout product life cycles, from development and production through to final disposal.

Quality Promotion Structure

Quality Promotion Structure

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Promoting initiatives aimed at enhancing capabilities to ensure product quality

Toshiba Group is working to enhance its capabilities to ensure quality by adopting a proactive approach to quality rather than the conventional protective one. Of the four main pillars of quality listed below for promoting initiatives, we focus on improving the Quality Management System (QMS), not simply obtaining ISO 9001 certification but also improving the system by means of raising the quality of design and procurement, the root cause of losses, as well as by enhancing the training of personnel who can support the development of the system. Compliance is the foundation for all these activities.

Four pillars to enhance quality capabilities

「品質力」を高める4本の柱の図

In order to enhance our capabilities to ensure product quality, Toshiba Group is promoting failure mode and effects analysis (FMEA) mainly for design work as one of our Design for Quality (DFQ) initiatives for ensuring high quality design. To further reinforce FMEA activities, we formed a working group to exchange information obtained from these activities and trained instructors to make FMEA an integral part of all four of our business domains, thus preventing product defects starting from upstream processes.

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Training personnel in charge of quality assurance

We established the Toshiba Quality Training System to foster personnel who can contribute to quality improvement at all concerned divisions. We develop and promote education programs to improve awareness on quality management depending upon the requirements of each division, as well as to improve skills on reliability techniques and quality control methods.
In order to foster personnel that are capable of taking charge of quality assurance, we develop and implement 22 quality training programs for employees in all divisions related to product life cycles on methods of analyzing the causes of product accidents and preventing them. In FY2012 a total of 1,354 employees participated in the training programs. We also provide compliance training and e-learning on the Electrical Appliance and Material Safety Law for approximately 103,000 Group employees and overseas subsidiary staff at a Group-wide level.

Promoting local-based training programs in the key manufacturing base of China

Quality improvement training program at the Toshiba China Academy
Quality improvement training program at the Toshiba China Academy

The Toshiba China Academy of Toshiba China Co., Ltd. plays a central role in Toshiba Group in raising the skills of quality assurance personnel and improving the education system. In FY2011, in addition to existing training programs, “improvement of the quality of procurements,” and “quality innovations,” we implemented the following programs in which various cases were incorporated as training materials, “Quality awareness and quality risk management,” and “How to audit suppliers.” 307 employees participated in the training programs conducted in Dalian, Shanghai, Guangzhou, and other areas in 2012. We will continue our efforts to contribute to the improvement of quality levels in China.

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

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.

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Workplace Improvement and Quality Evaluation by Third Parties

In order to improve product quality, it is necessary to analyze factory processes and remove defective factors. In addition to the close examination, evaluation, and testing of each process, Toshiba is strengthening its awareness of hidden problems and reviews them proactively so that it can detect latent risks and take measures swiftly even after product shipment, in response to the opinions of customers.
We also actively participate in the Quality Management Level Research conducted by the Union of Japanese Scientists and Engineers (JUSE). In this research, quality management levels are evaluated from six perspectives: managers’ commitment, quality training and human resources development, strengthening the foundations of quality management, daily management and improvement, development of new products, and response to customers and quality assurance. The companies surveyed are ranked in consideration of all the aforementioned aspects.

Toshiba placed first in the Seventh JUSE Quality Management Level Research and was officially commended as an excellent company.

Then Vice President Shozo Saito received a certificate of commendation from Dr. Hiroshi Osada, chairman of the screening committee.
Then Vice President Shozo Saito received a certificate of commendation from Dr. Hiroshi Osada, chairman of the screening committee.
Excellent company award for quality management
Excellent company award for quality management

Toshiba placed first in the overall category in the Seventh JUSE (Union of Japanese Scientists and Engineers) Quality Management Level Research in FY2012.
In terms of “strengthening of the foundations of quality management,” we were evaluated highly for our established system in which, as one measure to prevent the recurrence of similar quality problems, quality control managers and engineers were able to view 19 examples of problems that had occurred at Group companies via booklets and the company intranet. In the area of “development of new products,” we were rated highly for our efforts to develop unique power generation and energy conservation technologies. Two specific examples are the development of predictive control technologies, which reduce the time required to activate thermal power generation turbines based on an appropriate analysis of market needs, and the "ENE-FARM", which can be operated continuously even in the event of a power failure.

* Toshiba placed fourth in the Sixth JUSE Quality Management Level Research in FY2010.
Reference website: Union of Japanese Scientists and Engineers’ website (Quality Management Level Research)

Evaluation by External Parties

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Acquisition of ISO 9001:2000 Certification

Our product operation sites and Toshiba Group companies have put in place management systems for obtaining certification for the ISO 9000 family of standards for quality management systems.

Toshiba Corporation

Certified72%  Uncertified28%

Toshiba Group (in Japan)

Certified74% Uncertified26%

Toshiba Group (overseas subsidiaries)

Certified77% Uncertified23%

Toshiba Group (in Japan and overseas subsidiaries)

Certified75% Uncertified25%

Note1:Certification ratio = Number of employees of certified sites / Number of all employees
Note2:Data as of March, 2013

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Securing Cooperation from Suppliers to Ensure Quality

Toshiba Quality Assurance Guidelines for Suppliers
Toshiba Quality Assurance Guidelines for Suppliers

Suppliers are Toshiba Group's indispensable business partners and ensuring the quality of procurement items is being increasingly important. In order to ensure the quality of procurement items, we distribute TOSHIBA Quality Assurance Guidelines for Suppliers summarizing Toshiba Group's quality assurance policy and supplier expectations. Based on cooperation among procurement, quality assurance and engineering operations, Toshiba Group audits suppliers at appropriate intervals in view of the types and importance of the procurement items in order to ensure quality of procurement items.

CSR Management in the Supply Chain

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Maintaining Product Quality for Emerging Countries and Outsourced Products

The development of new products for emerging markets continues to accelerate. In order to ensure stable product quality in each country and territory and thus prevent quality problems, Toshiba Group has prepared guidebooks on subjects such as product specifications, user environments, and country-specific problems while taking benchmarking against other companies’ products into consideration.
With the recent diversification in production methods, use of ODM (original design manufacturing ) in which manufacturing, including development and design, is outsourced to third party organizations and EMS (electronics manufacturing service) in which only production is outsourced, is increasing. Against this backdrop, we have put together a guidebook on matters to consider ensuring production quality and safety, important control and audit points, and various case studies, and we request contractors to follow them.

Emerging Country Quality Guidebook
Emerging Country Quality Guidebook

Global Guidebook for the use of ODM/EMS
Global Guidebook for the use of ODM/EMS

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Disclosure of Information on Quality

In the event that incidents related to quality occur, information is disclosed on the Toshiba website in order to notify customers of such incidents as quickly as possible.

Important announcements for customers using Toshiba products (Japanese)

The Ministry of Economy, Trade and Industry (METI) has been announcing serious product accidents since the revised Consumer Product Safety Act came into force on May 14, 2007. On our website, Toshiba Group actively discloses all serious product accidents announced by METI, even those for which METI has not made public the name of the company because it has not yet been determined whether the accidents were caused by the use of products.

Accident report based on the Consumer Product Safety Act (Japanese)

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