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Hitachi

Corporate InformationCSR (Corporate Social Responsibility)

Hitachi's Aims

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.

Main Plans and Results

Achieved
Achieved
Partially achieved
Partially achieved
Not achieved
Not achieved
Main Plans and Results
Policies FY 2015 goals/plans Results in FY 2015 Achievement level FY 2016 goals/plans
  • Infiltration and embeddedness of QF (Quality First) mindset and sense of responsibility and efforts to strengthen implementation
  • Implement ochibo hiroi, analyzing root causes of product accidents and reviewing preventive measures with the needs of customers foremost in mind
  • Implemented ochibo hiroi at 85 offices worldwide
達成
  • Implement ochibo hiroi, analyzing root causes of product accidents and reviewing preventive measures with the needs of customers foremost in mind
  • Improvement of corporate website accessibility in keeping with 2010 revisions of Japan Industrial Standards
  • Conduct two training/briefing sessions in Japan
  • Conduct training/briefing sessions at five locations outside Japan
  • Promote use of guidelines for regional portal sites
  • Conducted two training/briefing sessions in Japan
  • Conducted five training/briefing sessions at four locations outside Japan
  • Re-examined the corporate website for accessibility
達成
  • Conduct an annual training session in Japan
  • Annually update information and distribute materials for online conferences at various locations outside Japan

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. We also look to disseminate 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.

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. In addition, to support the growth of emerging economies we are developing products and services to meet new social needs and carrying out our Social Innovation Business while also engaging in active marketing and other activities.

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 strives 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 giving importance to quality assurance in our global human resource development activities, and we are working to expand our current programs.

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