Responsibility to customers

Quality Improvement Activities

photo: "Learning from Failure" (Database of past incidents and lessons)

"Learning from Failure" (Database of past incidents and lessons)
This program is set up so that users can systematically browse and utilize lessons, precautions, improvement case studies, and countermeasures from a managerial perspective and the perspective of their technological field.

The Mitsubishi Electric Group incorporates the promotion of quality into products from the design and development stage, promotes activities to improve quality in all processes—including manufacturing, shipping and after-sales service—and works to improve product quality, safety and reliability.

We are achieving effective quality improvements by visualizing quality, ensuring prompt response to malfunctions and preventing them from occurring, and providing feedback on these initiatives to the development and design departments.

In order to ensure the creation of a quality culture within the organization, we have been repeatedly providing education on Mitsubishi Electric’s basic policy (mission) through an e-learning program on quality. As an effort to have departments involved in products further recognize the importance of promoting quality for products that are well-received by customers and society, we have been continuing to conduct education according to the change in social conditions and Mitsubishi Electric Group’s situation.

Furthermore, we have been improving their awareness of quality by efforts such as continuing to provide level-specific training and other training programs and lectures according to their work, as well as enhancing education through the engineer ethics program.

In particular, initiatives were launched in fiscal 2012 to develop human resources (key persons who incorporate customer feedback into product quality) who are capable of assessing customer requests and basic product functions at the development and design stages and executing and driving designs that ensure and guarantee functionality, stability, safety and reliability (the process of incorporating and designing quality). These initiatives are being pursued in all relevant departments in Japan with an eye to achieving their intended achievements in human resource development by 2020.

In order to learn lessons systematically, we have been providing an ongoing e-learning program called "Learning from Problems" in which failure case studies are used as education material. We have installed a "quality room" in each office for the display of actual quality defects found in products in the past, to supplement employee education.

With regard to product defects, we have also built a database for sharing quality-related information. It consists of detailed information provided by prior employees on past problems, lessons learned, explanations, and examples of improvements that have been made. We have also posted an attention reminder summarizing the rule and principle regarding common factors of defects and use it across the entire Group along with the database, which have been used for helping to build quality into products, implement quality improvement measures, prevent the occurrence or recurrence of problems, and train young engineers.

Furthermore, we have been strengthening the quality control system for confirmation upon the shipment of products that they will surely satisfy the specification required by the customer.

With regard to affiliates inside and outside Japan, initiatives were also launched in fiscal 2012 for management of the laws, regulations and standards, onsite verification of operational processes (production, manufacturing, installation and maintenance), and responses to failures and legal compliance.

"Quality room"

  • photo: Entrance

    Entrance

  • photo: Inside the room

    Inside the room