Dear Colleagues,
Thank you very much for your various efforts toward quality improvement on a regular basis.
Mitsubishi Electric suffered a significant loss of customer trust due to a quality-related incident that came to light in 2021. Since then, we have been working on reforming our quality culture and striving to regain that trust. However, this effort is ongoing, and we must continue to work on it.
We have designated July 2nd of each year as ‘Company-wide Quality Day,’ a day to reflect on our thoughts and actions regarding quality. On this year’s ‘Company-wide Quality Day,’ I would like to ask everyone to particularly focus on and implement the following two points:
- Creating a Workplace Where Quality Issues Do Not Arise
In our ongoing efforts to reform our quality culture, we have been promoting a workplace where everyone takes ownership, thinks proactively, and feels comfortable sharing their opinions. Let’s work towards creating an even more open environment where we can share information early and solve problems together—an environment that we would want to recommend to our family and friends.
- Customer Orientation
While the market after-sales service rate for our products has been improving year by year, there have been several instances where we have caused inconvenience to our customers due to issues with water circuits and delays in implementing permanent solutions for defects.
If we had conducted prompt and appropriate feedback based on field investigations and provided better after-sales service, we could have reduced the inconvenience caused to our customers.
Let’s always put ourselves in the customers’ shoes and strive to provide safe and satisfying products and services as quickly as possible.
Remember, in our regular operations, the next department that receives our work is also a ‘customer.’
Masafumi Ando
Group President, Living Environment & Digital Media Equipment (LDG)
