Updated on August 23, 2017
The Sony Pledge of Quality declares that "Sony employees will always respect our customers' viewpoints in striving to deliver product quality and customer service that exceed their expectations." To this end, Sony promotes continuous, decisive efforts to enhance product quality and to reinforce its quality management system.
Sony has configured its quality management system by defining quality management mechanisms across all processes, from product planning, development, design and manufacturing to 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.
Based on this quality management system, Sony is implementing measures on an ongoing basis to improve the quality of its products and services. Examples of such measures are given below. Sony:
Sony makes active use of customer feedback to improve its products and customer services. Sony Customer Information Centers promptly and accurately evaluate customer opinions, reports of malfunctions after purchase, questions regarding use, and other feedback. The planning, design and product quality groups work together to improve product quality and strengthen product performance, reporting progress to top management on an as-needed basis.
In order to reinforce these efforts, Sony has since 2015 centralized all customer feedback received at Customer Information Centers and technical support desks around the world. This change allows for feedback to be used group-wide to improve Sony products and provide better information to customers. Sony analyzes customer feedback on social networking services (SNS), as well.
It is vital to detect product quality-related problems at the earliest stage possible. To that end, Sony established the Quality Hotline in 2003 to gather product quality-related information, including reports of problems, as well as opinions from Sony Group employees. Employees can use the Quality Hotline, an in-house website, to send messages regarding matters that are too difficult to handle at their workplace such as certain product quality issues. They can also share findings identified during customer use of products and any problems with the quality of product-related customer services as perceived by customers who have made use of those services. Upon investigating a problem to ascertain the veracity of the information received, the Quality Hotline office proposes and introduces measures to prevent previous problems from recurring and precluding potential new problems.
These initiatives are closely linked to the Sony Pledge of Quality, which states that "Sony employees will always respect our customers' viewpoints in striving to deliver product quality and customer service that exceed their expectations." Since the establishment of the Quality Hotline, Sony has received a diverse range of information, including proposals to make products more user-friendly and manuals easier to understand, which has led to a great many improvements.
As these initiatives indicate, employees across the Sony Group are wholeheartedly committed to working together to improve product and service quality as the customer experiences it and are working hard to maintain and enhance customer satisfaction, confidence and trust.
Sony has established dedicated quality management organizations in each of its business areas that are responsible for improving quality for pertinent products in each market.
At Sony headquarters, information related to quality issues arising in the marketplace is gathered in a timely manner from a broad range of sources in Japan and overseas and reported weekly to headquarters quality management and technical specialists. Based on the reported information, Sony ascertains whether or not issues in the marketplace have been addressed appropriately. In addition to ensuring that such issues are thoroughly addressed, Sony is accelerating its quality improvement performance by promoting measures to prevent recurrence and proactive measures in relation to quality issues.
Sony recognizes that ensuring its customers' satisfaction, confidence and trust is one of its most important management tasks and strives to prevent quality-related problems through the systems and efforts described above.
Sony responds swiftly in the event of a quality-related issue, with the relevant departments working together to investigate facts and take appropriate action on a global scale. When such an issue arises, Sony decides upon the need for public announcements and market action for customers and implements any needed steps, after undertaking various studies of the issue, following a process common to all Sony products. This process starts with the gathering of information from Customer Service Centers worldwide and collaboration with concerned local parties to ensure an accurate grasp of the issue. Based on information collected, Sony then works to determine the correct response by identifying the cause of the issue, implementing countermeasures and promptly verifying the effectiveness thereof, and reviewing the issue from the customer's perspective. Sony also cooperates with CS Officers at sites in each region to ensure the same level of service is provided to customers the world over.
With regard to methods and media for issuing public announcements of product quality-related issues, Sony examines the effectiveness of the various means at its disposal, including the Internet, e-mail or other electronic media, as well as direct mail, newspaper advertisements or other conventional media.