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CSR - Corporate Social Responsibility

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

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

FY2018 Achievement

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

The Customer Satisfaction Policy of Toshiba Group is to make the voice of customers the starting point for all ideas and provide products, systems and services that deliver 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.

The same content is included in Standards of Conduct for Toshiba Group 2. Customer Satisfaction.

Standards of Conduct for Toshiba Group 2. Customer Satisfaction.

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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 and the After-sales Service Improvement Committee have been set up. An executive in charge of Customer Satisfaction 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.
We 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 (FY2018)

Toshiba Customer Information Center: Breakdown of Inquiries (FY2018)

Major Contact Centers for Individual Users in Japan

Major Contact Centers for Individual Users in Japan

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Enhancement 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 Used in Maintenance Services

Toshiba Elevator and Building Systems Corporation is introducing 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 2018, we held the 12th Contact Center Competition. A total of five participants from five 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 FY2018, we held e-learning sessions for 72,547 Toshiba Group employees in Japan, 99% of whom attended the sessions.

Customer Satisfaction Lectures

We holds lectures for Group employees introducing the activities of companies working actively to enhance customer satisfaction and those with excellent customer satisfaction. In FY2018, around 200 Group employees took part in the lectures that showcased the initiatives of leading companies in the food chain.

After-sales Service Convention

We held an After-sales Service Convention in November 2018, with Toshiba Group's after-sales companies and divisions in attendance. During the convention, we held a CS Enhancement Activity Award ceremony to celebrate activities that contributed to improving customer satisfaction, as well as a CS Case Study Sharing Session to share initiatives to improve CS and enhance service efficiency. In addition, an After-Sales service Convention was held in Shanghai, China, with service divisions from China taking part. The convention enabled the sharing of cases to improve CS and the exchange of opinions on after-sales service.

Training of Employees on Dealing with Customers

We provide 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 FY2018, we provided training to 1,156 employees on such topics as the basics of customer response and the basics of writing business documents and e-mails.

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Sharing and Utilization of Voice of Customers

At our 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 Tokyo
TOSHIBA 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 FY2018, we implemented, such as customer response skills training and mental health training, and so on.

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Policy on Customer Information Protection

Toshiba Corp. was quick to recognize the importance of protection of personal data, and in 2000 established the Toshiba Personal Data Protection Program. Toshiba Corp. strives for continual improvement in its management system.
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.

Intended Use of Personal Data

Please refer to the Cyber Security Report for details on personal information protection.

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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: Providing Operational Services for Virtual Power Plants to Control Storage Batteries for Disasters via the IoT

Providing Operational Services for Virtual Power Plants to Control Storage Batteries for Disasters via the IoT

Toshiba Energy Systems & Solutions Corporation provides operating services for virtual power plants (VPPs) for the optimal control of multiple storage batteries using the Internet of Things (IoT).

VPP technology enables the remote control of energy sources such places as municipal and private-sector facilities via the IoT, including storage batteries, in-house power generation and solar power generation equipment so that the different sources function as a single power plant. As such, there are high expectations for using VPPs as a solution for regulating the supply/demand balance of power networks toward the proliferation of renewable energy, which is easily influenced by the weather.

Toshiba Energy Systems & Solutions Corporation has installed 15kWh storage batteries at 11 elementary schools in Yokohama City and will control them in order to efficiently limit power consumption in peak times and manage demand response depending on the condition of the power system and storage batteries in ordinary times, while supplying electricity to the schools, which serve as local disaster prevention bases, in an emergency. This makes it possible to enhance disaster preparedness at these bases while also allowing the efficient utilization of energy.

Going forward, we will contribute to the realization of a smart, sustainable society by integrating knowhow and digital technology built up through the supply of such products as power generating equipment and transmission/distribution equipment.

Activity Example: In emergencies, Achieve Stable Supply of Electricity with a Hydrogen-based Autonomous Energy Supply System

H2One™ installed at Miyagi Prefecture
H2One™ installed at Miyagi Prefecture

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. The H2One™ supplied to Miyagi Prefecture was installed inside Rakuten Seimei Park Miyagi*, the home field of the Tohoku Rakuten Golden Eagles professional baseball team and started operating in March 2018.
The system is an integrated system that uses solar photovoltaics to electrolyze hydrogen from water and stores, and used the hydrogen in fuel cells to provide a stable delivery of CO2-free, environmentally-friendly electricity and hot water.
In normal everyday use, the electricity is supplied to the digital signage inside the baseball park and the Rakuten. FM TOHOKU radio station. In emergencies, even when lifelines have been cut off, it will provide energy supply that keep up the radio station and the signage for information to support disaster recovery. And it will also light part of the stadium’s approaches, recharge for mobile phones and supply to warm water for washing hands.
This includes H2One™, Toshiba develops environmentally friendly hydrogen solutions that contribute to a low-carbon future and supports the creation of communities that remain resilient in a disaster and to ensuring that business can continue.

* At the time of order the park was called Kobo Park Miyagi. The name of the park was changed on January 1, 2018.

Activity Example: Responding to the Risk of Supply Chain Disruptions by Swiftly Grasping Information when Disaster Occurs

Toshiba Digital Solutions Corporation provides services that support customers to continue their business activities. One of these services, the Strategic Procurement Solution Meister SRM™, enables the integrated management of supplier information and the effective management of information for supplier strategies. The service has a BCP* management function. It automatically obtains information of disaster such as an earthquake in Japan or overseas, and visualizes the effect on a customer's production activities. This contributes to swift response to the risk of supply chain disruptions.

* BCP: Business Continuity Plan

Activity Example: Carport-type Power Supply System Enabling EV Charging and Electricity in a Blackout with 100% Renewable Energy

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.
A carport-type power supply system delivered to the Mikawa Power Plant of SIGMA POWER Ariake Corporation (biomass power plant), Omuta City Fukuoka Prefecture combines electric vehicles (EVs)* with a solar power generation system and a stationary power storage system. The office and EVs at the plant are fed power through the system based on solar power generation while a power storage function in the EVs can be used to send electricity from the vehicles to the office. The system has been well received for reducing CO2 emissions, utilizing EVs and including disaster prevention capability on the back of an enhanced usage rate for renewable energy. The Mikawa Power Plant can charge its EVs and supply power using 100% renewable energy through the off-grid use of this system that does not connect with any power source on-site.

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

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