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.
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 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.
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 taking steps around the world to open up Customer Service Centers and reinforce its customer service network.
To foster accessibility and usability, Sony incorporates human-centered design concepts 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.
Here are the main results of fiscal 2018 initiatives:
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 customers' expectations. 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.