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CSR

Strengthening of Nissan Group's business base

Improvement of Products Quality

Policy/Philosophy

Our Quality Policy is "Providing products and services that satisfy customers". Based on this policy, we set mid-term quality targets and implement annual plan along with PDCA cycle, so that we are continuously improving our management system and operations every year.

We will continue to strengthen our ability to respond to increasingly diversified and sophisticated market demand and aim for further growth as a company that contributes to society.

PDCA in Quality Assurance

Quality Policy

"Providing products and services that satisfy customers"

Quality Targets (for Achieving the Quality Policy)

  • Quality assurance in all processes, from design and development to production, shipment, distribution, and delivery
  • Taking corrective and preventive measures to address quality abnormalities and problems
  • Strengthening supply chain management linked to business strategies

System

Our quality assurance management system is based on ISO9001 (QMS). Each plant has acquired ISO9001 certification, and continue to maintain and update their certification through the certifying body.

We have established a quality assurance division at each plant that is independent of the manufacturing divisions. Each quality assurance division is responsible for inspecting the quality of each product, and the quality assurance division of the head office conducts quality audits to each plant and affiliate. The Environment, Safety & Quality Assurance Committee is held regularly as an organization to promote quality assurance activities on a company-wide basis. In the committee, the results of our plants’ and our affiliates’ activities, the results of quality audits and the status of improvements, and complaints and status of corrective actions are reported. The committee discusses the policies for activities of quality assurance for next year. Contents of the discussions are reported to the Board of Directors meeting, and quality management systems are in place under management review.

  • An international standard on quality management system

Indicators

The number of complaint

Classification FY2018 FY2019 FY2020
Function or Physical property 4 3 14
Component 1 1 1
Foreign-substance 1 4 5
Packaging 20 18 33
Delivery 3 2 9

The number of complaint

In FY2020, the number of complaints related to "Function or Physical property" increased. One of the reasons for the increase was related to changes in product design. Therefore, in FY2021, we will strive to reduce the number of complaints by conducting quality activities that focus on reducing quality risks through change control.

In addition, there has been an increase in the number of complaints stemming from outsourced (contracted) operations such as "Packaging" and "Delivery", and we will continue to provide audit guidance with a focus on the management of contractors.

Activities

Strengthen supply chain management

In recent years, the number of contract manufacturing products has been increasing. In order to strengthen the quality assurance of outsourced manufacturing products, we are working to increase the quality audit implementation rate of all outsourced manufacturers to 80% or more over the three-year period from 2019 to 2021. Under COVID-19 situation, we switched to document based and/or remote audits, but the implementation rate from FY2019 to 2020 was 49%. In FY2021, we will catch up with the delay and aim to achieve our goals.

Prevention of falsification of quality data for paid shipments products

In recent years, falsification of product inspection data at other companies has become a major social issue. Thus, we conducted an "Investigation of fraudulent and inappropriate acts related to quality control" and "Risk identification of the shipping system" from FY2017 to 2019. As a result, we have confirmed that there is no falsification, concealment, fabrication, or any other improper or inappropriate behavior related to the quality control of our products.

In FY2020, we established the "Guidelines for providing test and evaluation results to customers" with the aim of prevention of falsification of quality data for products (including paid samples) and strengthened our system for preventing errors, fraud and tampering in test and evaluation results attached to the products. Moving forward, we are planning to manage test and evaluation results using an electronic system to build an even stronger system to prevent fraud and tampering.

Internal quality information network

We established corporate network to collect and evaluate the voice of customers for our products (including complaints) promptly and take necessary corrective action. Customer feedback is promptly communicated to the sales, manufacturing, and quality control divisions to enable response to customer and quality improvements.

Moving forward, we will continue to make improvements together with our plants to provide customers with safer, higher-quality products.

Customer opinions concerning products

Corporate Social Responsibility (CSR)

 

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