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Hitachi

Corporate InformationCSR (Corporate Social Responsibility)

Hitachi's Aims: Building a Sustainable Society Through Our Products and Services

Under the Hitachi Group Codes of Conduct, we have worked to provide high quality and safe products and services and to prioritize the customer's perspective. The Hitachi Group provides a broad range of products and services extending from household electronics to social infrastructure, and we strive to expand our lineup to address the needs of our clients and issues facing society. We feel it is important to contribute to building societies where everyone can enjoy a lifestyle of convenience and comfort, and toward this goal we are working to respond to the diverse needs of customers regardless of factors such as age, physical and mental abilities, economic circumstances, and cultural background.

We develop products and services with which customers will be satisfied and which can be used with confidence while also striving to improve their accessibility. We also respect the rights of customers and are working to provide accurate information about our products and services while strictly managing customer information. In accordance with this philosophy, we provide a broad range of channels through which customers can make an inquiry or voice their opinions about our products and services. In addition to communicating with the sales floor staff, customers can contact our comprehensive customer support through the websites of Hitachi, Ltd. and all Group companies.

Fiscal 2016 Overview of Activities

Hitachi is working to create mechanisms to ensure respect for the rights of customers. In fiscal 2016, we continued to achieve improvements in our business activities by acting on feedback from our customers. We also worked to improve the accessibility of our corporate website used in communicating with our customers. We are working to increase customer satisfaction through improvements in the quality of our products.

Main Plans and Results

Pursuing Customer Satisfaction

Achieved
Achieved
Partially achieved
Partially achieved
Not achieved
Not achieved
Main Plans and Results:Pursuing Customer Satisfaction
Policies FY 2016 goals/plans Results in FY 2016 Achievement level FY 2017 goals/plans
Creation of Group-wide mechanisms to keep track of customer satisfaction and feedback from customers
  • Come up with and implement on a trial basis mechanisms to identify business units that have yet to conduct customer satisfaction surveys and to ascertain the loyalty of key customers
  • Reviewed state of implementation of customer satisfaction surveys and conducted hearings on state of implementation of Net Promoter Score at the Railway Systems Business Unit
  • Conducted customer satisfaction survey at information divisions (collection rate of 88%)
Not achieved
  • Continue to conduct customer satisfaction surveys at each business unit to improve operations

Ensuring Accessibility to Products and Services

Main Plans and Results:Ensuring Accessibility to Products and Services
Policies FY 2016 goals/plans Results in FY 2016 Achievement level FY 2017 goals/plans
  • Improvement of corporate website accessibility in keeping with 2010 revisions of Japan Industrial Standards
  • Annually conduct an online training session on website accessibility in Japan
  • Annually update information and distribute materials for online conferences at various locations outside Japan
  • Conducted two online training sessions on website accessibility
  • Distributed materials for online conferences at various locations outside Japan
Achieved
  • Revise the Website Accessibility Guidelines
  • Provide the Website Accessibility Guidelines in Japanese, English, and Chinese
  • Annually conduct an online training session on website accessibility in Japan
  • Annually update information and distribute materials for online conferences at various locations outside Japan

Ensuring Thorough Management of Quality and Safety

Main Plans and Results:Ensuring Thorough Management of Quality and Safety
Policies FY 2016 goals/plans Results in FY 2016 Achievement level FY 2017 goals/plans
Eradication of serious accidents
  • Report zero serious accidents (fire/non-fire)
  • Reported six A-class accidents out of 13 serious accidents due to initial failure
  • Reported one serious non-fire accident related to product safety
  • Had zero compliance incidents
Not achieved
  • Report zero serious accidents (fire/non-fire)

Pursuing Customer Satisfaction

Hitachi's Approach

As a company that offers a broad range of products and services, we believe it is important to engage in corporate activities with the general public in mind, not just the corporate and individual consumers with whom we deal directly.

To improve customer satisfaction (CS), we have created the Customer Satisfaction Management Guidelines. We share customers' thoughts obtained through direct dialogue, customer service counters, and other means within the relevant divisions and reflect these in our management, products and services, and solution strategies.

The opinions and requests we receive from our corporate clients, as well as the more than 2.3 million comments submitted each year by a broad spectrum of individual customers, are shared with all Hitachi divisions engaged in manufacturing. Drawing on our strengths as a provider of solutions for consumer issues, we apply this feedback in implementing improvements in a full range of products, from industrial equipment to consumer appliances.

We also look to communicate information through our advertising and public relations activities in a truthful and appropriate manner that does not mislead customers or in other ways that may adversely affect society, such as by reinforcing human rights infringements. These guidelines and activities are shared with a continually larger number of Group companies outside Japan, enabling Hitachi to enhance customer satisfaction from a global perspective.

Ensuring Accessibility to Products and Services

Hitachi's Approach

ISO 26000 provides guidelines for corporate social responsibility. It identifies such core consumer issues as “fair marketing, factual and unbiased information" and “access to essential services" and calls on corporations to actively take measures addressing these. It is the base of our CSR management framework, and in applying it we are working to improve our products and services to make them broadly accessible to society through such activities as the appropriate disclosure of product information and the promotion of universal design.

As symbolized by the adoption of the UN Sustainable Development Goals, worldwide interest is growing in achieving a more sustainable society, such as by supporting the economic growth and higher living standards of emerging economies. We, too, are enhancing our business structure to contribute to the development of these economies. We are developing products and services to meet new social needs and engaging in active marketing activities carrying out our Social Innovation Business.

Ensuring Thorough Management of Quality and Safety

Hitachi's Approach

Meeting the quality standards our customers expect and providing products and services they can use with confidence are the management themes cited at the beginning of the Hitachi Group Codes of Conduct that each employee is expected to fulfill as a promise to society. We are establishing thorough quality assurance measures from the design and production stages through after-sales service, as well as working to ensure a quick response and proper information disclosure in the event a problem emerges. In addition, as production and other operations increasingly take place outside of Japan, we are giving importance to quality assurance in our global human resource development activities, and we are working to expand our current programs.

These efforts are important in enabling Hitachi to grow together with society. They must also be actively and comprehensively pursued in the light of the impact of our products and services on society in case of an emergency. Hitachi not only complies with laws and regulations and adheres to accepted standards but also formulates and abides by stringent Group-wide criteria in response to economic, social, and technological demands.

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