Customer Commitment


Epson's CS and quality policies and organizations are designed to achieve customer satisfaction, one of the core commitments included in Epson's Management Philosophy.

Quality Policy

Epson seeks to provide products and services that earn customer satisfaction with an all-hands commitment to the quality policy below.

Quality Policy

  1. We will solve problems by directly observing all of our operations and processes.
  2. We will quickly complete the Plan, Do, Check & Act (PDCA) cycle in all situations.
  3. We will thoroughly analyze any failures, and establish procedures based on that analysis, so that mistakes are never repeated.
  4. We will proactively consider our customers' satisfaction so they will genuinely prefer purchasing Epson products and feel confident using them.
  5. We will seize the opportunity presented by customer comments and complaints to inform our decisions when designing new products.
  6. We will readily report even negative information.
  7. We will foster a climate in which attention is paid to even the most commonplace events.

Mid-Range CS & Quality Action Policy

Epson implements CS & quality programs in line with a Mid-Range CS & Quality Action Policy that is based on the Quality Policy and stipulates our vision for creating products and services that please our customers and earn their trust.

Our Vision

Epson provides quality that customers trust and that exceeds their expectations across all areas of operations, from products and services to sales and manufacturing.

  1. Our customer-centric process allows us to capture customer expectations and tie them to products and services.
  2. We are constantly improving quality and teamwork to continue to provide new value to customers.
  3. Establish relationships with customers so that they feel confident in choosing Epson products.
CS & Quality Vision (creating Customer Value)

Quality Assurance Program Organization

Epson carries out actions to assure quality across the Epson Group. A Quality Assurance Council and project teams solve shared issues and serious problems. In addition, we manage our quality assurance programs by periodically assessing and reviewing the state of quality and the progress of actions, reporting the results to the president, and formulating and implementing policies for further improvement.

Quality Assurance Program Organization