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Sustainability > Customer Satisfaction > Product Quality and Safety

Customer Satisfaction

Product Quality and Safety

Product Quality and Safety Policy

We Operate under the Belief that Customers Are Buying Quality

With this in mind, we strive to stay ahead of customer needs by providing high-quality products and services based on our corporate policies of "Absolute Credibility," "Enterprising Management," and "Harmonious Personal Relations."

Our quality control is based on the idea that the added value we give to products is quality, and that this quality is what customers are buying. And each Daikin employee constantly puts quality ahead of everything else.

In the air conditioning divisions, our quality policy is “Provide high-quality products through relentless improvement activities.” In the service division, under a quality policy of “Achieve the highest level of service quality (in speed, accuracy, and politeness),” we strive to always provide customers with service quality of true value.

Our Chemicals Division’s quality policy is to provide quality that sells and that satisfies customers’ demands. We aim to achieve work methods that put the customer first.

In April 2014, the Daikin Group formulated the Global Quality Guarantee Rules. As Daikin’s development, production, and marketing activities overlap across the globe, these rules state the quality philosophy to be commonly shared across the Daikin Group, as well as who has the responsibilities and authority for the smooth monitoring and, if necessary, remedy or quality issues.

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Product Quality Management Structure

Thorough Management in Development, Procurement, and Production

All major manufacturing bases in the Daikin Group are ISO 9001-compliant and have quality assurance systems conforming to this international standard. Company divisions maintain high levels of product quality and ensure proper management of each department, such as development, parts procurement, and production. We are also improving quality at our contract manufacturers.

Each division undergoes an internal audit so that we can assess our quality situation and if necessary further improve it.

Based on our annual Daikin Group policy, each division formulates its key quality measures and targets, which are used to create a detailed quality program (fiscal year action plan). This has resulted in greater product quality and a gradual decrease in the cost of dealing with complaints in the air conditioning divisions.

In fiscal 2015 in the air conditioning divisions, we strove to meet our targets for reducing costs related to quality defects by ensuring that we purchase only quality parts and by reinforcing quality rectification measures. This resulted in the cost of dealing with complaints decreasing by 15% compared to fiscal 2011. In the Chemicals Division, we stepped up quality control in order to prevent poor appearance of finished fluororesin products.

Quality Control System

Quality Control System

Quality Control Process

Quality Control Process

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Award of Excellence at 34th Conference of Frontline Forepersons in Nagoya

Mr. Sugiura receiving the best example prizeMr. Sugiura receiving the best example prize

Tomoyuki Sugiura of Daikin’s Shiga Plant received a best example prize at the 34th gathering of frontline directors in Nagoya. The event is sponsored by the Japan Management Association (JMA).

The inaugural gathering was held in 1982 as an opportunity for the sharing of information and presentations of on-the-job case studies by front line directors, the highest-ranking personnel at manufacturing worksites. Participants vote on case studies they consider to be model examples, with the top selections receiving best example prizes.

Mr. Sugiura received the prize for his modification of the cross-flow fan balance, which blows air from the indoor air conditioner unit. It was a tenacious, bottom-up effort that included working with his own and other Daikin divisions and developing new measuring instruments to improve the precision of parts so that 94% of products passed quality inspections the first time.

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Employee Education

We Hold Daily Meetings to Raise Quality Awareness

Every division in the Daikin Group has numerous quality education activities so that employees can continue to raise their quality awareness.

In the air conditioning divisions, the 19th of every month is designated as quality day, when each division holds small-group discussions on product quality.

Each division also holds 10-minute daily quality meetings at which they share past examples of quality issues and discuss ways to solve current issues. We strive to raise sensitivity to quality during the development stage by once a week sharing the “quality calendar” among the product groups. This calendar includes past problems with products on the market and measures to prevent the reoccurrence of such problems. Other ways we strengthen quality communication include small-group activities every Wednesday and monthly noon-time meetings at which we discuss ways to boost product quality and improve work processes.

In the Chemicals Division, new employee orientation for the sales, research, and production divisions includes guidance on the philosophy of quality assurance.

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Improving Quality During Development

Only Those Products That Pass Our Strict Design Review for Product Safety Are Manufactured

The air conditioning divisions have reformed their development process with a stricter, more segmented design review (DR)*. First, the personnel in charge of the relevant divisions inspect the proposed products for conformity to Daikin standards using the four criteria of an individual design review (DR): product quality, monotsukuri (the art of manufacturing), cost-effectiveness, and compliance. Products that pass the individual DR are then subject to a gate DR: six stages of design reviews and to-market reviews by top management. Only those that pass all standards make it to market.

We raised our product safety standards to ensure that products are safe to use by our customers, and we conduct design reviews in order to solve problems with previous products. In fiscal 2011, we established development process management guidelines in the advanced product development stage, which allowed us to make the design review even stricter.

In the Chemicals Division, we have been conducting reviews based on a four-level management system consisting of development theme verification, technology establishment, business-viability establishment, and mass-productivity. As key review standards, in addition to the four criteria of product quality, monotsukuri (the art of manufacturing), cost-effectiveness, and compliance, we focus on safety and environmental consciousness. In fiscal 2015, because we cannot get evaluations from customers and the industry with regards to criteria in the stage of business-viability establishment, we increased the number of inspections we do to strengthen design review functionality.

As our business increasingly globalizes, we will conduct the same high level of design reviews at our overseas product development bases.

We will continue to make even safer and higher quality products by discovering and solving problems early in the development stage, and by developing products with a firm understanding of how customers will actually use them.

* Design review: In a process involving the entire Daikin organization, products under development are assessed for quality of design and all other processes leading up to product realization. Only those that pass each stage can move forward.

Development Process Raises Quality (Air Conditioning Divisions)

Development Process Raises Quality (Air Conditioning Divisions)

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Handling Product Accidents

Establishing Protocol for Promptly Handling Product Accidents

Daikin products are designed based on quality standards and design standards that ensure that, even if users err in operating the machinery or use it beyond recommended limits, there is no danger for the users; and even if there is a product accident, the danger to the user is minimized.

In case of a product accident, we have systems in place that allow us to quickly relay the necessary information and handle the problem, and minimize the impact on the product users and the general public.

We also place top priority on detecting product problems before they lead to a major accident. When the cause of a minor accident is discovered, we determine whether this could also cause a major accident and we reflect this into the development of future products.

In fiscal 2015, there were no cases of product recall.

Free Inspection and Repair of Room Air Conditioners and Residential Air Purifiers

It was discovered that there is a possibility of smoke and flames being generated by the air-blowing fan motor on residential air conditioner indoor units manufactured by Daikin Industries, Ltd. between September 2006 and August 2010, and on residential air purifiers manufactured by Daikin between September 2006 and April 2011. To ensure customers can enjoy safe use of these products, we are offering free inspection and repair of the damaged parts of these products.

Free Inspection and Repair

Customers owning the models in question should phone this number.
0120-330-696 (24 hours a day, every day; toll free in Japan only)

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Product Safety Voluntary Action Guidelines

The Daikin Group (hereinafter, "the Group") believes that its most important management task is to provide products that satisfy customers from the standpoint of our customer when designing and making products that have a high level of safety and quality. To this end, we have formulated the following basic policies on product safety in efforts to provide ever-greater levels of safety and quality in products.

  1. Legal Compliance
    The Group shall observe the Consumer Product Safety Act and other product-related laws and safety standards.
  2. Ensuring Product Safety
    The Group shall establish a quality management system and execute measures to maintain product safety in all processes extending from product design to production, sales, and after sales service. And the Group shall display appropriate, easy-to-understand instructions and warnings on products and in instruction manuals to ensure the safe use of our products by our customers.
  3. Collecting and Providing Product Accident Information
    The Group shall actively collect information from our customers concerning accidents involving Daikin products and quickly report this information to our executive management while providing customers with suitable information.
  4. Immediate and Appropriate Response to Product Accidents
    In the unlikely event of a safety problem occurring in the use our product, our first and primary concern shall be for the safety of our customers, and we shall take immediate actions to minimize and prevent the occurrence of a serious accident. Actions to be taken immediately shall include repairing or replacing the product in question, publicizing the problem through the appropriate media, and submitting a statutory report on the problem to the relevant authorities. All relevant people outside the company, including sales company personnel, will be informed of the situation.
  5. Product Safety Promotion
    The Group shall establish a quality assurance system that it uses to ensure product safety and quality. We shall ascertain information related to the safety and quality in the marketplace and provide accurate feedback to personnel within our company in order to reflect it into future product design and manufacture.
  6. Education, Training, and Monitoring
    The Group shall constantly make every effort to promote the safety and quality of our product through widespread education and training within the company in laws and regulations on product safety. We also shall regularly monitor work to ensure product safety is being achieved.

(Formulated in June 2007)

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Disclosing Product Information

Air Conditioning Divisions: Clear and Concise Product Use Instructions

The Consumer Product Safety Act obligates companies to design products for safety and provide consumers with information and warnings so that household product accidents can be avoided.

Based on the failsafe* philosophy, Daikin's system of checks ensures that customer safety is the top priority in design and that design review (DR) leads to safe products.

Our website also provides consumers with information including the model number and production year of products already on the market. In April 2009, the Ministerial Ordinance of technical standards for the Electrical Appliance and Material Safety Law went into effect. We abide by this ordinance by placing labels on our residential air conditioners and ventilation fans (which are covered by this law) that state the duration of product use.

In Japan, about one-third of the product accidents are the result of improper product operation. We therefore strive to provide customers with accurate, easy-to-understand operating instructions so that they can use our products safely. The air conditioning divisions conduct product labeling in compliance with industry guidelines, such as the Guidelines for Labeling Household Products for Safe Use (5th edition, revised October 2015), published by the Association for Electric Home Appliances, and the Revisions Labeling Procedures (March 2010), published by the Japan Refrigeration and Air Conditioning Industry Association.

When we make product user manuals, we make sure they are readable, easy to understand, and easily searchable. This ensures that customers can use products with peace of mind. We work with our design, quality control, service, and sales departments to improve areas of customer confusion in order to make manuals with which customers can get the answers they need quickly.

For the installation product user manual of commercial air conditioners developed in fiscal 2014, we changed the page size from A1 to A4 to make the text larger and easier to read, helping ensure the product would be properly installed and thus provide safe use.

* Failsafe: Checks and measures are in place to ensure safety in case of a breakdown of mechanisms or systems.

Chemicals Division: Holding Workshops on Fluorochemical products

While the fluorochemical products produced by the Chemicals Division are highly advanced and highly functional materials, molding/processing them can sometimes require specialized methods. Not only do representatives of the Technical Service Department visit our customers to explain about our products, but we also conduct customer-oriented training seminars, titled "the Fluorine Classroom," to explain about the special properties of fluorine materials and the guide them on the molding/processing methods using the facilities and equipment available to the company. In fiscal 2015, we promoted better understanding among customers with four workshops on the topics of plastics, rubber, and paint.

Our website includes the safety data sheets (SDSs) and technical documents, as well as information on how to spot imitation products and precautions regarding the return of high-pressure gas cylinders.

In June 2014, we overhauled our Japanese website to give site users more thorough information on products.

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Universal Design in Product Development

Developing Products that Anyone Can Use Easily

The Daikin Group incorporates universal design (UD) into product development to enable even the elderly and physically disabled to operate products with ease.

Universal design is central to the concept of monotsukuri (the art of manufacturing), because it involves designing a product so that everyone, no matter what their age or physique, can use it with ease. We are continuing steady efforts in universal design training so that the concept becomes second nature to all engineers.

Example of Universal Design

Guidelines for Universal Design of Smartphone Software

In December 2012, Daikin Industries, Ltd. began providing an application, Daikin Smart APP, that allows users to control air conditioning using a smartphone. The application allows control not just from within the room; users can also easily check air conditioner operation, turn it on or off, and switch modes from an outside location.

We also created universal design guidelines to ensure applications were easy for anyone to use. Through a usability test, we sought the optimal button size and layout for preventing operation errors. This allows anyone to use the product intuitively and stress-free.

In April 2014, we made available for download the Daikin Home Controller APP, which allows control of air conditioners, the Eco-Cute, floor heating, and other home appliances from a smartphone or tablet.

Applications allow operation of multiple products from a smartphone

Applications allow operation of multiple products from a smartphone

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