Customer Commitment

Activities to Improve Quality

Epson conducts activities to improve the quality of its products, services, manufacturing and sales in order to provide quality that exceeds customer expectations and earns their trust.

Supplier Quality Assurance

Epson internally manufactures key components such as printheads for inkjet printers. At the same time, our suppliers also provide us with many of the parts needed for manufacturing. Therefore, our quality assurance programs go beyond the Epson Group. We share our approach to quality with our suppliers and work with them to improve quality.

For example, we stipulate our basic quality assurance policies and requirements in quality assurance standards, verify the quality of parts by visiting suppliers, and give them advice about ways to improve.

Global Sharing of Service & Support Information

Epson has built service and support organizations around the world so that our customers can use our products and services with confidence.

We hold an annual Epson Group Services and Support Conference that is attended by people in charge of these functions at our overseas regional sales headquarters and some sales companies. The purpose of the meeting is to improve the quality of our service and support. At the meeting, we share technical information about service and support, as well as about the use of our products and services by customers. We also review actions and discuss issues to formulate long-term strategies. The results of the meeting are used in our Group companies around the world.

Epson Group Services and Support Meeting

Improvement of Employee Quality Control Skills

Training

Epson provides quality control training to all employees so that they can help improve quality. Manufacturing personnel, engineers, and office workers separately receive training for the basics of QC first. After that, they receive systematic training to learn the skills required to fulfill their duties and participate in E-kaizen programs (see below).
In addition, we train and certify QC trainers at overseas production sites and certify trainers so that our overseas employees can receive the same level of training as our employees in Japan.
Epson aims to develop people who are able to identify and address the root causes of problems so that we can produce and sell products and services that exceed customer expectations.

Standard QC Courses for All Employees (FY2019, Japan)

Course People tranied % trained
QC Introduction 413 88%
QC-ABC 168 75%
Licensed Quality Control Training Trainers
Region Number of Production Sites with Licensed Trainers Licensed Trainers*1
Southeast Asia 7 companies 80
China 6 companies 61

*1 Number of licensed trainers as of March 31, 2020.

Kaizen Activities

The entire Epson Group participates in continuous improvement activities. Called "E-Kaizen" at Epson, these activities are used by both teams and individuals to solve problems.

Epson holds an annual Worldwide Team Presentations conference at which the best teams from each of four blocs (Japan, China, Southeast Asia, and Europe/ America) present the results of their kaizen activities. Their accomplishments are judged, and the teams that report the most outstanding accomplishments are recognized with awards. In addition to sharing kaizen presentations within each bloc, Epson reports best activities in the company newsletter and on the company intranet to motivate others to learn and make their own improvements.

The 2019 Worldwide Team Presentations conference was held in October, at which four teams from two companies in Japan bloc, four teams from three companies in Southeast Asia bloc, five teams from three companies in China bloc and one team in Europe and American bloc, totally 14 teams presented their Kaizen results.

A team named "Nonpolar light and shadow" from Epson Engineering (Shenzhen) Ltd. came away with the top prize, the President's Award, for best produce condition for pixel gap of the new model.

Worldwide Team Presentations conference held in Japan
The members of the President's Award-winning Nonpolar light and shadow

Activities to Raise Awareness

November is CS & Quality Month across the global Epson Group. During the month, we review and improve our business processes from a customer satisfaction and quality standpoint.

In FY2019, we used the month as an opportunity to plan the improvement of our business quality by learning about the essentials of problem-solving, raising quality awareness, and improving our problem-solving skills. One of the events for CS & Quality Month was a speech given by an SEC officer. He spoke about user requirements, the market, and the operating environment. The speech, which included numerous specific examples, helped raise awareness of the importance of both customer satisfaction and quality. A large number of employees listened to the speech, both in the main hall and at each of the 18 sites to which it was broadcast. An online training course for Epson Group employees was also offered in Japan and completed by 93.6% of employees. In addition to the speech event and the online training, each of our sites and global manufacturing affiliates carried out their own events. We use events like these to help shape our products and services to the needs of our customers.

CS & Quality Month posters (Japanese)
CS & Quality Month posters (English)
CS & Quality Month posters (Chinese)