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Customer Engagement

Customer Support

Providing information that ensures safe use and correct judgment for customers

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, website, and service center.

Bringing innovation and sense of security to the manufacturing environment worldwide - IAB (Industrial Automation Business)

OMRON helps solve a wide range of manufacturing-related issues for manufacturers worldwide by drawing on its extensive product offerings and global support/service network.

The Industrial Automation Business Company (IAB), engaged in the manufacture and marketing of control components/equipment and factory automation systems, has a comprehensive customer support/service network covering about 150 locations in 40 countries and areas throughout the world. By steadily expanding this network, IAB is striving to provide service tailored to the needs of each customer’s production site.

To give users of OMRON products a greater sense of security and earn their recognition as a reliable partner for manufacturing, IAB provides an extensive support menu. This menu covers everything from equipment design and selection of suitable products—all the way to equipment setup, preventive maintenance, and restoring a production system to a normal state.

In fiscal 2016, IAB worked to strengthen its global support/service system by extracting customers’ service needs from their feedback. In fiscal 2017, IAB also embarked on a project to visualize the status and quality of services provided in each region. As such, IAB is striving to establish a support/service environment capable of supporting customers operating multi-nationally, anytime, anywhere.

Going forward, to keep up with technological advancements and changes in the manufacturing environment, such as robotics and IoT, IAB will further strengthen the OMRON Factory Automation Service to support manufacturing innovation. By so doing, IAB will continue to evolve itself along with its customers.

Expanding website-based information and service (Japan)

To allow globally operating clients to easily access necessary information at any time, the parameter sheet download service began offering the downloadable Export Administration Regulations (EAR) views report.

The search function for locating appropriate models according to the required specs was updated to enable quicker and easier selection of desired models.

Going forward, IAB will work to build a more useful website for customers by correctly meeting their requirements, based on responses to the site user questionnaire survey conducted annually.

IAB site ranks first in B-to-B site evaluation for eleventh straight year

IAB Japan’s website placed first in the 2017 B-to-B site ranking established by Tribeck Brand Strategies, Inc. for the eleventh consecutive year. IAB’s steady efforts to enable continuous improvements in the world of the ever-advancing internet were highly regarded by customers, which resulted in this recurring honor. IAB will continue offering a broader range of information and service of high value to customers’ manufacturing.

Strengthening service from the perspective of customers
- HCB (Healthcare Business)

OMRON Healthcare Co., Ltd., engaged in the manufacture and marketing of healthcare products and services, set up the Customer Support Center that provides one-stop service ranging from response to inquiries to parts sale and handling repair requests. In 2016, the Customer Support Center received more than 290,000 inquiries from customers.

At the Center, instructors monitor each operator’s response and relay feedback to individual operators when they notice any problems, with the aim of ensuring more consistent responses among call center operators and raising the quality of each operator’s responses. Additionally, an evaluation by an external research organization is given to confirm that the quality of responses meets industry standards.

In fiscal 2016, OMRON Healthcare worked to improve its customer support website from the customer’s perspective. By analyzing accesses to FAQs, easier-to-understand and more detailed explanations were added for more frequently accessed items, and items with minimal access were altered or discontinued. As a result, the upgraded FAQ pages received 2.7 times more accesses than the previous fiscal year (increase from 210,000 accesses in 2015 to 570,000 accesses in 2016).

At present, customer inquiries made through diverse points of contact such as telephone, website, and email, are increasing. To give customers a feeling of security at any point of contact, operator education by a specialized organization is being offered in order to further upgrade the level of customer support.

Furthermore, to correctly assess customer expectations and rapidly reflect them in its products and services, OMRON Healthcare is committed to analyzing inquiries from customers. This enables timely feedback of customer input to staff of product planning, development and production sectors.

OMRON Healthcare is determined to enhance customer satisfaction by ensuring safer and more secure use of its products and services.

User Monitoring

Reflecting feedback from customers in development of better products

OMRON Healthcare sets up customer contacts at product planning and design stages, and after products are put on the market, in order to monitor where and when they are used and in what way. This allows the company to correctly understand the usage condition of its products and the environment surrounding each customer.

For example, in the case of a wrist-type blood pressure monitor, users are required to align their wrist to the height of their heart. Therefore, OMRON wrist-type monitors are equipped with a measurement posture guide, which guides users to place the monitor at the correct height. When developing a new product, OMRON Healthcare staff asked users to try an existing model and observed whether the measurement posture guide is understood and used correctly. The observation led to the finding that there were many users who didn’t notice the positioning indicator on the display, which tells the user via color change whether the monitor is at the correct height or not. Based on this finding, engineers are developing a more noticeable display of the indicator for use in the next generation of products.

As for AED, more than 200 consumers, both male and female, in their teens through 60s were asked to try out the unit. The way they used the unit was observed in real time and video-recorded for comparison of operating time in life-threatening situations. Planners, developers, and product designers together observed the operational procedure for each step to discover problems with the usability of the product and to consider countermeasures.

Recently, staff members of OMRON Healthcare have been actively committed to broadening their perspectives and sharpening their professional expertise. For example, some design and customer service staff members have become qualified as human-centered design specialists.

Big win at iF Design Awards

Established in Germany, the iF Design Awards are among the most prestigious awards and largest design competitions in the world. Each year, these awards recognize outstanding industrial designs from all over the world. Entries are screened based on multifaceted criteria, including degree of innovation, uniqueness, aesthetic appeal, functionality, use value and usability, quality, pricing, and consideration of environmental standards. OMRON products have received iF Design awards for 11 consecutive years since fiscal 2007. In fiscal 2017, five OMRON products including a blood pressure monitor and a low-frequency massager were awarded, in recognition of OMRON’s commitment to creating user-oriented products offering maximum accuracy and ease of use.

EICC

Responding to customers’ sustainability requirements

In recent years, globally operating companies are strengthening their efforts to enhance sustainability, not only in-house but in their supply chains as well. As such, customers’ expectations for OMRON to fulfill its responsibility in this area are on the rise.

In the electronics industry, activities in compliance with the Code of Conduct established by the Electronic Industry Citizenship Coalition (EICC) are becoming more widespread. OMRON conducts self-assessment using the Self-Assessment Questionnaire (SAQ) provided by EICC in order to confirm its status of compliance with EICC standards in five categories—Labor, Health & Safety, Environment, Ethics, and Management System.

In fiscal 2016, self-assessments using EICC SAQ were carried out at 16 main production sites in Japan, Greater China, Southeast Asia, and Europe. The results confirmed that there were no high-risk sites discovered according to EICC standards.

The OMRON Group will continue to implement measures to ensure that all products and services OMRON provides to customers are sustainable, and incorporate social and environmental considerations.

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