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

Enhancement of Customer Satisfaction

Feedback from our customers is the origin of all our ideas. In order to increase customer satisfaction, all Toshiba Group employees operate from a customer perspective. This applies not just to those who work in direct contact with customers, such as those in sales and after-sales services, but in all divisions, from development, design, manufacturing, product quality, staff, and so on.

Medium- to Long-term Vision

The Toshiba Group's goal is to provide high-quality services in all business areas.

FY 2017 Achievement

We set a special month to improve "Customer Satisfaction," and ran education and training on CS for all employees

Future Challenges and Approaches

We will continue to provide CS training and education for our employees, in particular our Customer Satisfaction Improvement Month activities. Moreover, we will continue several activities as After-sales Service improvement committee.

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Toshiba Group Customer Satisfaction Policy

Standards of Conduct for Toshiba Group states that Toshiba Group Companies makes the voice of customers the starting point for all ideas and provides products, systems and services that deliver customer satisfaction based on the customers' requirements.

Adhering to the Toshiba Group Customer Satisfaction Policy established in 2003, Toshiba Group endeavors to sincerely and quickly respond to the voice of customers, employ them to develop new products, and protect customer information.

Standards of Conduct for Toshiba Group 2. Customer Satisfaction

Toshiba Group Customer Satisfaction Policy

We make the voice of customers the starting point for all ideas and provide products, systems and services that deliver customer satisfaction.

  1. We provide products, systems and services that are safe and reliable.
  2. We respond to requests and inquiries from customers sincerely, promptly and appropriately.
  3. We value the voice of customers and endeavor to develop and improve products, systems and services to deliver customer satisfaction.
  4. We provide appropriate information to customers.
  5. We protect personal information provided by customers.

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Customer Satisfaction (CS) Promotion Structure

CS Promotion Structure

For cross-functional activities in accordance with the Toshiba Group Customer Satisfaction Policy, working groups (WGs) by subject have been set up. A Corporate Customer Satisfaction Officer attends meetings of the After-sales Service improvement Committee to decide policy.

CS Promotion Structure

CS Promotion Structure

Customer Support

We have set up call centers for different product groups and services in various countries. Each call center formulates its own targets for improving the quality of customer support.

Toshiba Group in Japan responds to customer inquiries concerning the products and services offered by Group companies, both in Japan and overseas, through the Toshiba Customer Information Center. It is open 24 hours a day, 365 days a year, and provides cross-divisional services to our customers, by guiding them to our specialized call centers, and forwarding calls to the division in charge, etc.

Opinions and requests from customers are fed back to the relevant divisions so that they can be reflected in product and service improvement.

Toshiba Customer Information Center: Breakdown of Inquiries (FY2017)

Toshiba Customer Information Center: Breakdown of Inquiries (FY2017)

Major Contact Centers for Individual Users in Japan (October 2018)

Major Contact Centers for Individual Users in Japan (October 2018)

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Improvement of Support to Customers

Initiatives for After-sales Services

In order for each after-sales services division in the Toshiba Group to share their issues and good cases of CS enhancement as well as tackle service improvement Group-wide, we have established an After-sales Service Enhancement Working Group.

This working group's activities include surveying service sites to identify issues, training for service engineers.

Moreover, we also have After-sales Service Meetings by region to share information within each region and strengthen cooperation.

Activity Example: Voice recognition system incorporated in maintenance services

Toshiba Elevator and Building Systems Corporation introduced a system in which matters to be reported during regular checks of elevators and escalators can be recorded as maintenance reports using a voice recognition system.

Voice recognition system

Maintenance staff voice-record the details and the state of the inspection on-site into a smartphone during the inspection. The recorded sound data is converted into text, and recorded as text data in an app installed on the smartphone. As the staff can record just by speaking a few words even during maintenance operations, this allows us to provide as required precise information to customers more quickly. It also improves safety by reducing the workload of maintenance staff.

In the future, we will improve this system further, and evaluate how to apply it in times of emergency, for example after earthquakes.

Initiatives for Handling Inquiries from Customers

Contact Center CompetitionContact Center Competition

We have a Contact Center Enhancement Working Group, which is aimed at improving the quality of response at Toshiba Group call centers. This working group conducts surveys to identify issues with the contact center, provides training to phone operators and checks the quality of operations at the contact center.

In November 2017, we held the 11th Contact Center Competition. A total of 17 participants from 15 call centers competed in a contest of response quality, in order to encourage overall improvement.

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Improvement of Customer Satisfaction (CS) Mind of Employees

Customer Satisfaction Improvement Month

In FY2015, Toshiba Group created Customer Satisfaction Improvement Month. Every year thereafter, we implement measures to promote and raise employees' awareness about the importance of CS during the designated month.

E-learning to improve customer satisfaction

We provide e-learning for employees to improve customer satisfaction. In FY2017, we held e-learning sessions for 89,441 Toshiba Group employees in Japan, 99% of whom attended the sessions.

After-sales Service Convention

We held an After-sales Service Convention, with representatives and employees of Toshiba Group's after-sales companies and divisions in attendance. During the convention, we held a CS Activity Award ceremony to celebrate activities that contributed to improving customer satisfaction, as well as a CS Case Study Sharing Session to share CS improvement initiatives among Group companies and a CS Lecture Session to learn from CS improvement programs developed by outside organizations.

Education and Training of Employees on Dealing with Customers

Toshiba Group provides education and trainings for employees to understand the importance of customer satisfaction, and to learn the skills necessary for dealing with customers. We also provide a variety of manuals, including the Customer Service Manual and How to write Documents, and raise employees' customer service awareness through internal training. In FY2017, we provided training to 1,321 employees on such topics as the basics of customer response and the basics of writing business documents.

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Sharing and Utilization of Voice of Customers

At Toshiba Group, all relevant departments share information on customers' complaints, opinions, and requests about our products and services received through our daily sales, repair, and service activities, and via telephone or the internet, in order to improve the quality of our products and repair services.

Activity Example: Utilizing a New Facility Training Building with Showroom Features

East Japan Service Information Center of Toshiba Elevator and Building Systems Corp.East Japan Service Information Center of Toshiba Elevator and Building Systems Corp.

Toshiba Elevator and Building Systems Corp. constructed a new facility training building on the site of the Toshiba Fuchu Complex in FY2013. This new building, which also functions as a showroom, is designed for providing maintenance services for elevators and building facilities as well as for conducting engineer trainings in order to improve facility construction skills. The building is equipped with a high-rise elevator shaft for skills training on the maintenance of high-speed elevators. Such elevators have been increasing in number in recent years as increasingly taller buildings are erected. This facility training aims to ensure safety and comfort during high-speed elevator operation.

In addition, the East Japan Service Information Center, which provides round-the-clock support services, including remote monitoring of Toshiba elevators and building facilities, relocated to this building and expanded its office in order to provide a variety of technologies designed to ensure security for customers. A maintenance support system that makes use of mobile phones is also available to facilitate speedy recovery from damages suffered due to an accident or large-scale earthquake.

Activity Example: Providing Various Services around the Clock throughout the Year

TOSHIBA TEC Solution Service Corp. System Support Center in TokyoTOSHIBA TEC Solution Service Corp. System Support Center in Tokyo

Toshiba TEC Solution Service Corp., in charge of POS system maintenance, monitors networks around the clock throughout the year for customers with service contracts and provides support, remote maintenance, and failure recovery services.

In order to enhance the level of customer satisfaction, the company solicits customer opinions to understand customer needs and mobilizes them to improve the level of services as well as daily operations.

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Inspections and Audits of Customer Support

We have quality checks based on Toshiba Group Contact Center Guideline towards main call centers once a year since 2005. Especially focused on High priority items with low implementation status. In FY2017, we implemented, such as customer response skills training and mental health training, and so on.

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Policy on Customer Information Protection

Privacy Mark

Toshiba Corp. was quick to recognize the importance of protection of personal data, and in 2000 established the Toshiba Personal Data Program based on JIS Q 15001, a management system standard in Japan, and in 2001 obtained the Privacy Mark certification. Toshiba Corp. strives for continual improvement on management system and accordingly, renewed the Privacy Mark certification nine times at present.

In addition, 21 Toshiba Group companies in Japan which are required to handle large volume of customer's personal data properly on consignment in connection with outsourcing have acquired Privacy Mark certification respectively as of Mar 2018.

Toshiba Corp. clearly states the purpose while using customers' personal data and, in principle, obtains such information directly based on the consent of customers and other individuals. The majority of the information is basic personal data essential for contacting customers or providing services, such as name, address, telephone number, and email address.

Toshiba appropriately handles personal data in accordance with internal regulations and rigorously controls personal data using a framework integrated with the data security management structure.

The principal purposes of use of personal data with Toshiba Corp. are published on the following website.

Purpose of Personal Information Use

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Support for Customers' Business Continuity

At Toshiba Group, we assist our customers' business continuity, providing them with the latest technologies, products and systems.

Activity Example: Achieving a Stable Electricity Supply in Times of Emergency with a Hydrogen-based Autonomous Energy Supply System

Toshiba Energy Systems & Solutions Corporation is offering H2One™, a hydrogen-based autonomous energy supply system that uses renewable energy and hydrogen and is suitable for a diversity of purposes.

We delivered a BCP*-model H2One™ to East Japan Railway Company and started its operation in April 2017 at the JR Nambu line Musashi-Mizonokuchi station in Kawasaki City.

The H2One™ system stores CO2-free hydrogen produced by solar power, enabling autonomous power generation for over 48 hours by using the hydrogen even when vital utilities are severed during disasters and power outages. This system supplies electricity for a certain level of lighting and toilet services in the station building in emergencies, thereby contributing to the role of the building as a temporary evacuation shelter. For daily use, the system provides electricity by stabilizing fluctuations in solar power generation, and hot water it produces will be circulated through benches at the station to warm them.

Toshiba will continue to support developing low environmental impact, disaster-resilient communities and protect business continuity in emergencies by providing a stable energy supply.

*BCP: Business Continuity Plan

Activity Example: Providing BPO* services to manage supplier information for procurement activities

Toshiba Digital Solutions Corporation provides services that support customers to continue their business activities. One such service is the Supply Chain Watching Service for BCP, which handles the collection, maintenance and renewal of supplier information on behalf of customers, with regards to the procurement of raw materials, parts and so on. In the event of a disaster, the service surveys how the situation will affect customers, and visualizes whereabouts of risk.

Through this service, which utilizes the Toshiba Group's experience and knowhow regarding operating procurement systems, we will assist our customers to formulate BCPs, support them in the event of disasters, and contribute to the better management and use of supplier information.

*BPO: Business Process Outsourcing

Activity Example: Backup of power supply in a disaster using a stationary lithium-ion power storage system

Lithium-ion power storage system(Format: IPCS-LIB-X100)
Lithium-ion power storage system
(Format: IPCS-LIB-X100)

Toshiba IT & Control Systems Corporation provides a stationary power storage system to a variety of fields based on Toshiba's lithium-ion rechargeable battery SCiB™ boasting exceptional long-life performance and safety.

The system is being used as a power source in short-medium-term evacuation centers during a disaster and in local disaster prevention centers such as disaster headquarters, and as a power source for the purpose of business continuity and recovery at companies to minimize damage when a disaster strikes.

This product not only has the function of backup power source during a continuous blackout, it has also received high praise as a device that can conserve energy through peak-shift, peak cutoff and demand control functionality and utilizing renewable energy through connection to solar power generation, etc. There have been high expectations for application in virtual power plants (VPPs*) in recent years.

Toshiba IT & Control Systems Corporation will continue to propose products that support developing disaster-resilient communities and business continuity.

*A virtual power plant (VPP) is a cloud-based control center that aggregates the capacities of several types of energy sources such as renewable energy power generation facilities and power storage systems dispersed in a region like a single power generation facility.

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