Dialogue with Customer
Providing information that ensures safe use and correct judgment for customers
One of the OMRON Group’s Management Commitments is “maximum customer satisfaction.” Living up to this philosophy, OMRON has consistently strived to provide customers with first-rate service in a timely manner, while always keeping the customer’s perspective in mind.
To enable customers to make correct judgments in the purchase, use and disposal of products and services, OMRON makes sure to supply a sufficient amount of accurate and appropriate information through specifications sheets, instruction manuals, leaflets and its website.
Offering first-rate customer service and support
IAB (Control components and FA systems business)
The Industrial Automation Company (IAB), engaged in manufacture and marketing of control components/equipment and factory automation systems, established the Global Service Center (GSC) in fiscal 2006. IAB conducts a customer satisfaction survey at the site level throughout the world, aiming to further upgrade the level of customer support and standardize its service menu to ensure that customers can receive consistent service without regard to location.
With its policy of pursuing maximum convenience for customers, IAB has been concentrating its efforts on improving customer support by incorporating feedback mainly from customers in Japan. In fiscal 2011, IAB’s website incorporated a new Parameter Sheet* issuing function to enable customers to check whether a particular product to be exported is subject to Japan’s export control regulations. A guide for substitute items for discontinued products (controllers and display units) was also posted on the website.
*Parameter Sheets A parameter sheet is a type of commodity classification form that enables checking whether or not an export shipment falls under any of the items regulated by Export Trade Control Order Appendix 1 and Foreign Exchange Control Order Appendix.
IAB site ranks first in B2B site evaluation for sixth straight year
In fiscal 2012, IAB Japan’s website ranked first in the B2B Site Survey conducted by Japan Brand Strategy, Inc. for the sixth consecutive year. High recognition was given to IAB’s effort to improve ease of site accessibility for customers, including the availability of digitized information for products in the past as well as the latest available products.
(This catalog introduces OMRON’s comprehensive service and customer support covering everything from technical consultation to repair to other after-sales services.)
Providing customers with one-stop service
HCB (Healthcare business)
In 2003, OMRON Healthcare Co., Ltd., engaged in healthcare and medical equipment business globally, set up the Customer Support Center that provides one-stop service ranging from response to inquiries to parts sales and handling repair requests. OMRON Healthcare has consistently incorporated the input from customers gathered at the Customer Support Center in the development of new products.
In its long-term strategy targeting 2020, which was launched in fiscal 2011, OMRON Healthcare’s customer service department has set a goal of making OMRON fans of all customers who have contacted the Customer Support Center. In fiscal 2012, the company reviewed the center’s conventional hierarchical structure and revised it to a structure divided by function. This helped the center to improve the quality and efficiency of service, while also enabling quicker and smoother connections to the call center.
Moreover, support was provided by the OHQ (OMRON Healthcare) Group as a whole to help customer support facilities throughout the world to build a system to boost customer satisfaction. The result was the establishment of a system to certify facilities that have attained a certain level of customer satisfaction.
In the future, the OHQ Group will continue to offer customers information that is easier to understand, helping them feel more secure using OMRON products, while also strengthening the Group’s customer service/support system.
Aggressively capitalizing on input from product testers
Aiming to supply products that are easy to use for anyone, OMRON Healthcare Co., Ltd. conducts universal design evaluation at every stage of product development to secure a high level of usability.
For example, OMRON Healthcare conducted a survey targeting private-practice doctors to verify the screen configuration and available service of “MedicalLink,” an IT-based home blood pressure management system. Frank comments and input from medical practitioners who will actually be using the system helped improve the system’s usability, including the viewing ease of the screen, the ease of interpreting graphs, the screen’s color-coding, etc.
OMRON Healthcare also upgraded and expanded surveys from conventional usability evaluations, group interviews, and other product-oriented styles to include lifestyle research (ethnographic research) intended to discover potential needs. This helped deepen knowledge about overseas markets (especially emerging markets) with considerably different cultural backgrounds. By anticipating potential needs from lifestyle research, “glocal” product planning has become possible.
OMRON Healthcare will continue listening to the voices of customers, including unexpressed requirements, so as to plan products ahead of time through anticipation of future trends.
Promotion of CSR Procurement
Sincere response to client requests for CSR procurement
In recent years, there are a growing number of companies that extend their CSR commitment to cover not only in-house matters but the entire supply chain as well. CSR procurement, which requires suppliers/business partners to practice CSR, is also being promoted by OMRON’s client companies, requiring OMRON to meet the CSR requirements and cooperate in CSR-related surveys.
As its basic stance targeting suppliers, OMRON also specified "matters to request to suppliers" and has been adopting them.
To enhance the effectiveness of its CSR efforts and boost their benefits to society, OMRON will continue meeting customer requests in a sincere manner based on awareness of its responsibility as a part of the customers’ supply chain.