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Customer Satisfaction

Product Quality and Safety

Quality Policy

Providing Safe, High-Quality Products and Services

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

With a quality management system in place, we ensure that our products are of the highest levels of safety and quality in all processes: from design and manufacture to sales and after-sales service.

Quality Policy in the Divisions

Air conditioning divisions: "Provide high-quality products through relentless improvement activities."
Service divisions: "Achieve the highest level of service quality (in speed, accuracy, and politeness)."
Chemicals divisions: "Provide quality that sells and that satisfies customers' demands."

Product Quality Management Structure

Thorough Management in Development, Procurement, and Production

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

In all aspects of the quality management system, each division continuously carries out internal audits, assesses the operational system, and carries out the PDCA cycle's do, check, and act steps. Furthermore, every year each division sets key quality measures and targets based on the Group's new year policy and then plans and executes a fiscal year plan based on these measures and targets.

Similar to fiscal 2018, the air conditioning divisions set a goal of achieving a 95% customer trust rate for 10 years after purchase, as a policy for ensuring quality that customers can trust. To this end, they strove to provide customers with quality they can trust by, for example, ensuring quality from a customer-perspective based on assessment of actual usage environments, fundamental improvement in development quality from statistical methods, and improvement in quality of products and purchased goods. This will ensure greater reliability even as customer needs and usage situations become increasingly diverse.

In the chemicals divisions, we made efforts to rectify facility troubles and establish a mechanism to quickly detect signs of abnormality or irregularities, to fix emerging troubles with the goal of solving quality issues that may emerge or eliminate inventory held for quality concerns. These departments have also introduced QFD methodology for preventing quality troubles after commercialization along with systems and standards for operations to manage change better for rectifying troubles that emerge. For example, for a certain product, Daikin Fluorochemicals China Co. Ltd. was able to reduce quality related complaints by 75% compared to the previous year by implementing improvement measures for raw materials and fixing molding conditions. This also reduced the amount of compensation paid due to quality irregularities by 96% compared to the previous year. We will continue to make improvements to stabilize quality.

Quality Control System

Quality Control System

Quality Assurance Process

Quality Assurance Process

Improving Quality

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* under which the personnel in charge of the development 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. The same design review is conducted at Daikin's overseas bases.

In the chemicals divisions, 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. Because we were not able to get evaluations from customers and the industry with regards to criteria in the stage of business-viability establishment, since fiscal 2015 we have increased the number of inspections we do to strengthen design review functionality.

*
Design review: A system of coordinated activities covering design quality of products under development and the various processes involved in bringing these products to fruition. The products in question are objectively assessed and improvement suggestions are made, and only those products that pass each stage can move onto the next.

Development Process Raises Quality (Air Conditioning Divisions)

Development Process Raises Quality (Air Conditioning Divisions)

Example of Quality Improvement in Development: Forced Fire Test Conducted in Combustion Test Room

During the development stage, actual products are used to ensure that even if an accident occurs due to a faulty product the problem does not spread beyond the product itself.

Forced fire test conducted in a combustion test room

Forced fire test conducted in a combustion test room

Example of Quality Improvement in Development: Global Product Structural Audit

Every two years, Daikin holds a meeting of the Global Product Structural Audit. With participation by quality control managers from production bases, the goal of this meeting is to share know-how and bring together those working on the front lines of quality so as to ensure that Daikin's product structural auditing is conducted at the highest possible level worldwide.

At a Global Product Structural Audit activity

At a Global Product Structural Audit activity

Tracking Customer Information and Product Information

We have two global systems for gathering information—on customers and products—from markets around the world. The information is used to solve problems at each base and thus create better products.

System for Sharing Information to Solve Problems

System for Sharing Information to Solve Problems

Establishing Protocol for Promptly Handling Product Accidents

Daikin products are designed based on quality standards and design standards that ensure that, even if users misuse 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.

In fiscal 2018, we systematized the provision and management of product accident information in order to accelerate information provision and strengthen the follow-up system. Behind this effort is the increasing speed at which information proliferates on the Internet: we believe that we must respond ever more quickly to product accidents to minimize any negative effects these may have on our customers and society as a whole.

We strive to prevent major product accidents from occurring. When the cause of a minor product accident is discovered, we examine it to determine whether this could also lead to a major accident. The information we gather is reflected into the development of future products.

In fiscal 2019, there were no cases of product recall.

Working Closely with Suppliers

Refer to "Raising Product Quality and Ensuring Safety Together with Suppliers" (Working Closely with Suppliers)

Policy on Product Safety

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)

Global Product Safety Standards

We have formulated our Global Product Safety Standards to ensure products are designed for the utmost safety by having standards common to all Daikin worldwide bases. The goal is to make sure that products can be operated safely and that damage is limited to the absolute minimum in case of a product accident—whether the customer is using the product correctly or incorrectly, and whether the customer can operate the product safety during an atypical usage situation.

These safety standards set common rules for the global Daikin Group regarding things like fire, electrical shock, and explosion, and stipulate two layers of safety in the design: design that will prevent accidents from occurring, and design that will minimize damage should an accident occur.

Efforts to Ensure Safety

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.

*
Failsafe: Design methodology and mechanisms for control that ensure safety in case of failure in equipment, mechanisms or systems.

User Manuals Available Online

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 easier to read. For wired remote controllers launched in April 2017, users can easily download the manual from our website by smartphone or computer.

In addition, in fiscal 2019, we launched a new video support page on our support website, which contains a video manual prepared in cooperation with sales and service departments as a method for fixing operating status which customers have had trouble self-diagnosing whether a product was operating normally or abnormally using the manual alone. Other initiatives include adding an FAQ and AI breakdown diagnosis as well as displaying current operating status in an easier to understand manner by improving the information presented on the remote control of X-type residential air conditioners.

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