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Quality and Services

Management Approach

Materiality Rationale

In recent years, customers and other stakeholders have become increasingly concerned about the protection of consumer rights. Product safety, security, and accessibility are very important in this respect. Sony is expected to provide products and customer services that are high in quality from the customer's point of view.

Basic Approach

True to its Philosophy and Policy for Product Quality and Customer Services, Sony is wholeheartedly committed to improving product and service quality from the customer's point of view in order to both maintain and enhance satisfaction, confidence, and trust. In particular, Sony is working to ensure product quality and improve accessibility and usability, in the conviction that its most important goal is to remain a highly trusted partner to all customers.

Structure

Sony has configured its global quality management system by defining quality management mechanisms across all processes, from product development, planning, design, and manufacturing through sales and customer service. This has included defining the roles, responsibilities, and authority of those responsible for product and customer service quality and establishing guidelines.

Main Achievements in Fiscal 2015

Here are the main results of fiscal 2015 initiatives:

  • In order to deliver customers product quality and customer service that exceed their expectations, Sony adopted a wide range of in-house rules, and abided by them scrupulously.
  • In order to improve long-term reliability, Sony's Quality Reliability Lab developed new reliability and evaluation technologies that are well suited to elemental technologies, new technologies, and products.
  • Information gleaned from Customer Information Centers throughout the world was collected in a single location and used to improve products and support.
  • Sony analyzed customer feedback (including comments made on social networking sites) in an effort to improve quality and products.
  • In order to provide customers with truly useful support and information, staff who deal directly with customers regularly attended training and education activities to familiarize themselves with new technologies and shared information on how to solve problems.
  • Sony established a coordinated usability testing structure and environment that includes Sony sites in Japan and around the world.
  • Sony conducted surveys and user interviews to assess long-term use of products and services.
  • Sony presented information visually in its startup guides to make the information easier to understand.
  • Sony revised the Sony Group Website Accessibility Policy.
  • Enhancing accessibility and usability features on LCD TV BRAVIA™, PlayStation®4 and PlayStation®Vita.
  • Development of Reliability technology in the Quality Reliability Lab
  • Accessibility settings for products introduced
  • Textless startup guides introduced

Looking to the Future

Sony will continue to take the customer's point of view in order to deliver product quality and customer service that exceed customers' expectations. This is a necessary first step toward ensuring product quality and security, and preventing safety problems before they cause any harm. With these aims in mind, Sony will continue making use of its worldwide network to collect and analyze information which can then be reflected in the next releases of products and services.
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