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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 its customers' viewpoints.

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 its customers' viewpoints in order to maintain and enhance satisfaction, confidence, and trust. In particular, Sony is working to ensure product quality and improve usability and accessibility, 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.
In addition, in order to respond effectively to quality problems and customer inquiries, Sony is opening more Customer Service Centers and reinforcing its customer service network all around the world.
To foster usability and accessibility, Sony incorporates human-centered design processes and operates within a structure of intradepartmental cooperation that ties Sony Headquarters with the company's business units, approaching the planning, design, and testing of its products and services from the viewpoint of the user.

Main Achievements in Fiscal 2019

Here are the main results of fiscal 2019 initiatives:

  • Delivered product quality and customer service that exceeds customers' expectations by adhering to a wide range of internal standards
  • Gathered regulatory information as regulators in countries/regions move to establish laws and regulations concerning IoT security, as well as established and implemented internal frameworks to secure regulatory compliance
  • Developed startup guides with a focus on connecting and setting up products, using basic functions
  • Customer support staff attended regular training and seminars on new technologies and shared information on problem-solving to ensure truly useful service and information for customers.
  • Analyzed customer feedback (including on social media) to improve product and service quality
  • Posted convenient instruction manuals online to enhance searchability and improved online support
  • Received HCD-Net AWARD 2019 and IAUD International Design Award for CAVE without a LIGHT, an experiential exhibition that can be enjoyed without relying on the sense of sight
  • Exhibited at accessibility-related events around the world including Sight World for the visually impaired and TechShare Pro
  • Employed testing by users with disabilities to evaluate BRAVIA® and other products
  • Established an internal educational framework for human resources development focused on human-centered design
  • Held internal lectures and training courses on human centered design and accessibility

Milestones

  • 2001:
    Sony CS Charter established
  • 2004:
    Corporate quality standards established from the customer's perspective
  • 2006:
    Corporate executive in charge of product quality and safety appointed, and rules enhanced for rapid reporting of product incidents to senior management
  • 2007:
    Sony Pledge of Quality established (revised in 2012) , and quality officers established for each electronics affiliate and region
  • 2009:
    Product security system enhanced, and Quality and Reliability Lab opened
  • 2014:
    Secure@Sony program established, allowing anyone to report security issues relating to Sony products, services, or websites
  • 2017:
    Sony Product Security Incident Response Team (PSIRT) launched and external initiatives enhanced

Looking to the Future

Sony continues to be committed to a fundamental policy of ensuring product safety, security, and accessibility, taking its customers' viewpoints into consideration in order to deliver product quality and customer service that exceed their expectations. With these aims in mind, Sony will continue leveraging its worldwide network to collect and analyze information which can then be reflected in the next releases of products and services.

Activity Reports

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