To obtain further satisfaction from customers, we have instituted four principles in our quality policy: we strive to improve the quality of products and services, we strive to provide safe products to customers and to have them safely used, we strive to ensure safety and disaster prevention, and we strive for stable provision of products. Based on these principles, we set quality targets in each department and division each year, and perform progress management.
To provide safe products to customers, we perform new product safety inspections spanning product design, raw materials purchases, product quality, and packaging standards. In addition, in regards to product appearance in the market, we perform strict screening from the perspective of package displays, advertising and commercials, Safety Data Sheet, and intellectual property rights.
In addition, we actively seek quality audits of Kureha from customers. We implement definitive improvements of the Kureha manufacturing process based on indications and opinions given from the customers, and strive to improve product safety through reduction of the factors that engender complaints.
Through suitable operation of the Kureha Quality Management System, we are seeing a steady decline in the number of complaints received from customers.
In the Home Products Division, we issue declarations of conformance for activities corresponding to the “Guidelines for complaints handling in organizations -ISO10002/JIS Q10002”. In future, we will aim for improved customer satisfaction, and strive for continual improvement of the customer response process.
With increasing globalization, we are responding firmly to chemical substance regulations in Japan and overseas. Application of the new chemical product regulations in Europe (REACH※ regulations) started on June 1, 2008. In these regulations, registration procedures are required in the EU for businesses that handle the manufacture or import of substances at a level of 1 ton or more annually.
Kureha is proceeding appropriately with registration of the target substances.
※REACH: Registration, Evaluation, Authorization and Restriction of Chemicals (European Chemical Regulations)
In regards to conflict minerals (gold, tantalum, tungsten, tin) handled by inhumane armed groups in the Democratic Republic of the Congo and surrounding countries, Kureha and the Kureha Group companies recognize the gravity of the Congo conflict minerals issue in relation to the human rights issue, and have adopted a policy of not using these conflict minerals, or other raw materials that contain these minerals.