Quality

Basic Approach

We make efforts to maintain and improve quality under a basic quality policy of consistently providing products and services that satisfy customers and are worthy of their trust.

Promotion System

• RC Promotion System

Targets and Results

FY2024 targets	FY2024 results	FY2025 targets
・Zero serious quality complaints ・To improve customer satisfaction by strictly complying with quality-related laws and promoting priority initiatives regarding quality	・Serious complaints about quality: 0 ・Accomplished quality priority initiatives designed to improve customer satisfaction	・Serious quality complains: 0

Initiatives

Implementation and continual improvement of quality management system

All our plants and all Group companies both inside and outside Japan engaged in manufacturing have introduced quality management systems. We implement our quality assurance initiatives from the customer’s perspective from the product development stage through manufacturing and delivery.
We are dedicated to the continuous improvement of our quality management system to ensure our customers are satisfied with the stable high quality of our products and services.

Promoting activities to prevent problems with quality

We respond quickly to any complaints or inquiries from customers concerning our products. At the same time, we prevent quality issues from occurring through company-wide distribution of case studies. In FY2024 as well, we shared information about complaints and problems at meetings of division leaders and took permanent measures for the prevention of recurrence. The information on quality complaints and issues is also distributed to our Group companies in Japan, with the aim of preventing similar quality problems.

Verification of quality management system

We maintain quality systems that preserve the feelings of safety and security our products deliver. The quality assurance departments at our Head Offices conduct quality audits at our plants and Group companies and engage in other efforts to monitor the state of quality assurance systems and quality control at all Group manufacturing facilities.
In the quality audits for FY2024, we conducted reviews to confirm compliance status and the presence of any risks leading to quality fraud. These audits did not reveal any problems that were considered to constitute non-conformance in the quality system and inspection operations.
We will conduct quality audits on a continual basis to check that measures to meet customer requests and countermeasures against past quality issues are taken properly.

Introducing products with halal certification*

Parts of Southeast Asia, most notably Malaysia and Indonesia, are home to many Muslims, and demand for halal-certified ingredients and production processes from food-related businesses has been increasing. In response to this situation, we have acquired halal certification for products for which acquisition of the certification is strongly urged by customers. Specifically, in 2014, the Himeji Plant acquired halal certification for organic acids (maleic anhydride, succinic acid, and disodium succinate), and Sino-Japan Chemical Co., Ltd. acquired halal certification for some products. In 2015, the Himeji Plant acquired halal certification for sodium polyacrylate (AQUALIC™ H series), too. Furthermore, PT. Nippon Shokubai Indonesia (NSI) acquired halal certification for all products in 2019. With these certifications, we can expect further expansion of demand for these products in Southeast Asia. We will make continuous efforts to provide prosperity and comfort to people and society by responding to the needs of society.

* Halal certification: A certification with religious relevance, granted by the relevant organizations when certain standards are satisfied, for products and services targeted at Muslim customers.