Customer Commitment

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Strict, Unified Global Standards for Customer Security, Safety and Satisfaction

Epson has established unified Epson Group regulations governing quality assurance and product safety management to help ensure that it offers the same product quality to customers around the world.

Our product safety and environmental compliance requirements are set forth in the Epson Quality Standard (EQS), a set of unified standards implemented across the entire Epson Group. EQS specifies independent controls that we widely implement to meet or exceed legal and regulatory requirements in each country. Epson painstakingly evaluates product safety in every area and from all angles to prevent product incidents and provide our customers with safe, secure products.

Process for Rapidly Responding to Product Incidents

If there is an incident involving a product, an Epson sales company or market support organization immediately issues a preliminary report using the Epson Group's Quality Crisis Management (QCM) system. The QCM system directly delivers news and reports on product incidents that occur anywhere in the world to personnel in Epson's business units and, depending on the seriousness of the incident, the chief executive.

Departments are notified of the incident via the QCM system, and the quality assurance department of the operations division or affiliated company rapidly responds by analyzing the cause and planning countermeasures. The chief executive and affected departments, including those at corporate Head Office, exchange information whenever an incident occurs and, putting the needs of the customers first, announce the incident to the public, provide market support, and furnish outside organizations with the reports and notices required by all applicable laws and regulations.


Analyses to Prevent Product Incidents

Analysis using an X-ray CT machine

Electronic components procured for use in Epson products, and especially those that are crucial in terms of safety, are evaluated and analyzed to judge their quality, safety and reliability.

Epson uses analytic techniques learned and honed over the years to analyze in-market safety incidents and determine root cause. The lessons learned are shared throughout the Epson Group to prevent recurrence of similar incidents.

Epson has set up a combustion laboratory that enables it to conduct tests that cannot be performed in ordinary laboratories, such as tests that use flames or could cause parts or products to ignite, emit smoke, or rupture. In this lab Epson analyzes the causes of incidents and research combustion-resistant structures and materials. We use the findings from these and other tests and studies to develop standards for creating safe, secure products, therefore seeking to prevent product-related incidents.

Safety Evaluations on Substances Released by Products

Measurement of substances released by products

Products may release trace amounts of chemical substances during use. Epson goes beyond simply evaluating releases of controlled substances specified under the requirements for environmental labels such
as Japan's Eco Mark and Germany's Blue Angel*1. and also evaluates the level and safety of substances for which the Japanese Health, Labour and Welfare Ministry has issued indoor concentration guideline values*2. An in-house laboratory enables us to swiftly feed the findings from these evaluations back into our products and conduct tests using the measurement methods prescribed by ISO/IEC 28360.

Epson seeks to deliver safe, secure printers, projectors, and other products by verifying that releases from these products meet Epson's strict, independent standards-standards that exceed the rigorousness of the Health, Labour and Welfare Ministry's indoor concentration guideline values.

*1 Blue Angel, introduced in Germany in 1978, is the world's first environmental label.
*2 Indoor concentration guideline values are the levels of airborne chemical substances that are considered to be unlikely to have harmful personal health effects even if persons take in throughout life the substances at the indicated concentrations.

Product Information Security Initiatives

Network printers have become commonplace. Once limited to laser printers, business inkjet printers and other office printers, wireless LAN connectivity and other network capabilities are now provided on inkjet printers for the home. However, networks are susceptible to security threats, such as attacks from viruses and hackers that exploit software vulnerabilities*1 of network equipment to steal or destroy confidential information.

To protect products from security problems such as these and to maintain safety, Epson evaluates vulnerability on the Epson Quality Standard (EQS). In 2012, web services products, such as Epson Email Print were included in the EQS.

*1 Software vulnerabilities are system flaws or design problems that hackers or other cyber-criminals can use to highjack a computer, network, or other information system or to steal or alter confidential information.