It is vital to detect product quality-related problems as early as 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 such matters as product quality issues that are too difficult to handle at their workplace, and 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 from the customer's perspective with the aim of maintaining and enhancing customers' satisfaction, confidence and trust.