Build an environment for the creation and effective utilization of knowledge: Customers

Indicators Definition Companies Fiscal 2015 performance Fiscal 2016 performance Fiscal 2017 performance Description
Number of serious product incidents Number of product incidents during the fiscal year that were brought to the attention of Fuji Xerox as the manufacturer, and which caused or had the
potential to cause major consequences, such as death, serious illness, injury, aftereffects, or fire, and which were not deemed isolated incidents.
Fuji Xerox and affiliates (including OEM sales) 0 0 1 Description 1
Ratio of product incidents addressed within a month of occurring The ratio of product safety incidents addressed within one month to all product safety incidents that Fuji Xerox designates, as a manufacturer, to be addressed within one month of occurrence. Fuji Xerox and affiliates 54% 64% 86% Description 2
Customer loyalty index based on Fuji Xerox CS program surveys In the CS (customer satisfaction) evaluation survey that Fuji Xerox independently conducted, the ratio of customers who answered “Choose Fuji Xerox again, not other companies,” compared to the number in fiscal 2012 (by indexing the number in fiscal 2012 as “100”). Note 1 Fuji Xerox and affiliates in Japan 101.0 103.0 103.6 Description 3
Results of ethical procurement self-assessment by production sites [Very important items] Percentage of production sites achieving a compliance rate of 90% or higher on “very important” items on the Fuji Xerox Ethical Procurement Self-checklist. Production sites of Fuji Xerox affiliates (Production sites of new machines, components, chemical products and recycled products) 100%(10 facilities) 100%(10 facilities) 100%(10 facilities) Description 4
[Important items] Percentage of production sites achieving a compliance rate of 90% or higher on “important” items on the Fuji Xerox Ethical Procurement Self-checklist. 100%(10 facilities) 100%(10 facilities) 100%(10 facilities)
Percentage of production sites achieving a “green” rating on the RBANote 2 self-assessment carried according to customer requests. Production sites of Fuji Xerox affiliates (Production sites of new machines, components and chemical products) 100%(8 facilities) 100%(8 facilities) 100%(8 facilities) Description 5
Number of VOC entered The total number of opinions, expectations and requests that were received by employees (in sales, CE, SE, administrative, logistics, call center and all other departments) in their daily operations and registered by them in the system, to strengthen relations with customers. Fuji Xerox and affiliates in Japan ca. 258,000 ca. 209,000 ca. 193,000 Description 6
Number of calls / emails received by the customer information center The total number of calls received at the Customer Information Center during the year. Fuji Xerox and affiliates in Japan 27,438 27,611 31,024 Description 7
Initial response rate by the customer information center The percentage of inquiries from customers that were solved in the first call to the Customer Information Center. Fuji Xerox and affiliates 68.3% 69.5% 62.40% Description 8
  • Note1 In fiscal 2015, we changed the elements of the survey results to assess the situation more accurately, and reflected to the past results.
  • Note2 Responsible Business Alliance(RBA) is a business coalition dedicated to social responsibility in the electronics manufacturing industry. The RBA Code of Conduct is a set of standards to conduct the business in compliance with CSR in the electronics industry supply chain. The RBA's self-assessment tool uses the color green to indicate a low-risk supplier. The questions are revised almost every year, making it difficult to pass the assessment.
Details
  Description of fiscal 2017 performance Goals/challenges
Description 1 A fire hazard occured involving a digital multi-functional printer with overseas specifications.
The problem was caused by excess voltage's applying to the printer and igniting a specific part. Judging that in rare instances, similar incidents could occur in other printers of the same model sold on the market, we provided free of charge reparing. We also examined the safety technologies and safety evaluation process to prevent a recurrence of similar incidents.
We will review our conventional product safety incident elimination activities. By strengthening the product safety assurance system and taking measures to prevent the occurrence and recurrence of serious product incidents in Japan and other countries where we operate businesses, we pursue eradication of product incidents.
We will also strengthen and ensure our compliance with laws and regulations related to product safety in each country.
Description 2 In fiscal 2017, we implemented the “project to improve the percentage of product incidents addressed within one month of occuring.” As a result, the percentage improved by 22 points from fiscal 2016. With the exception of some incidents for which we agreed with customers on a longer period of time needed to solve the problem, there were no incidents that took longer than one month to solve. We will continue to monitor actions taken toward product safety incidents. If any problem is found in such actions, we will meticulously respond.
Description 3 There has been no significant change from fiscal 2016.
In fiscal 2017, based on the results of the CS evaluation, we continued to identify issues regarding our relations with customers and conducted activities to meet customers' higher expectations.
To address customers’ issues that have become diversified and complex, we will continue activities to deepen our relations with customers in various regions and fields based on high-level customer satisfaction through our CS evaluation system.
Description 4 In fiscal 2017, we made a request in line with the strictness of external examinations that each facility submit evidence for the major CSR self-check items, and all facilities continued to achieve a compliance rate of 90% or higher after fiscal 2016. Fiscal 2018 goal: 100% (in ten facilities)
We will continue with more stringent checks and aim to maintain a compliance rate of 90% or higher in all facilities. Regarding facilities that have not achieved a compliance rate of 100% for “important” items, the knowledge and know-how of other facilities that have succeeded in improvement will be more actively utilized to support improvement efforts.
Description 5 All production sites for new machines, components and chemical products in Japan and overseas continued their improvement activities. As a result, all targeted sites continued to achieve a “green” rating as planned in fiscal 2017. Fiscal 2018 goal: 100% (in eight facilities)
We aim to continue achieving a “green” rating at all our production sites for new machines, components and chemical products in Japan and overseas, although the level of requirements has been rising year by year.
Description 6 We have conducted improvement activities through regular implementation of collection, accumulation and sharing of VOC. In and after fiscal 2016, we shifted to activities that focus on content (quality) to strengthen customer relations.
Description 7 The total number of inquiries has increased. One of the reasons for the increase is because inquiries related to software rose when new products were introduced. In addition to inquiries by phone, inquiries via the website have increased by 40% from fiscal 2016. The Customer Information Center, as the central contact point for customers, will continue to provide prompt and attentive responses to customer inquiries. The Customer Information Center receives various types of inquiries. To properly respond to these inquiries, we will improve the skills of Center operators, and will review the internal process flow for further improvement so that problems can be promptly escalated to the appropriate departments according to their content.
Description 8 The score decreased by 7.1 points in fiscal 2017 because we revised and adopted a stricter definition of “inquiries solved in the first call” to the Customer Information Center to further improve customer satisfaction.