Improve Customer Satisfaction
Quality Management System
Maintenance of ISO 9001 Certification and Continual Improvement
All Group business operating companies as well as 13 domestic and four overseas Group companies are ISO 9001 certified. To maintain these certifications and increase customer satisfaction, we apply a quality management system that conforms to ISO 9001 to improve our products and services.
In addition, the transition to the ISO 9001:2015 was completed across all certification departments.
Initiatives at the Business Operating Companies
Each of the business operating companies has established and uses a quality management policy that is updated as necessary.
■SCREEN Semiconductor Solutions Co., Ltd.
New Design Evaluation System
Upholding a fundamental policy of providing products and services that are in compliance with all relevant rules and regulations and ensuring safe and accident-free operation, SCREEN Semiconductor Solutions evaluates product safety in accordance with SEMI S2 Standards (a set of semiconductor production equipment safety guidelines), the EU Machinery Directive, and the company’s own internal standards.
In 2013, the company introduced a D-Loop (DL) project management system to manage development at each stage, including decision making, testing, and output. The system employs the Stress-Strength Model (SSM)* to reinforce all Failure Mode Effects Analysis (FMEA)/Design of Experiments (DOE) processes for the ex-ante evaluation of risk at the development stage. The company has now expanded the adoption of this system to completely cover both development and engineered-to-order projects, measuring progress toward design completion using DL-Score.
In fiscal 2016, the company was working to increase response precision and reduce lead times for major projects to increase customer satisfaction by revising its risk management workflow with the introduction of customer-centered FMEA using customer field data.
*SSM： A model in which mechanisms that could cause problems in products or processes are structurally mapped for reuse in future designs and plans.
Quality-Related Function Improvement Evaluation System
The company uses internal quality audit check sheets when conducting annual internal audits of each department. After adopting a cross audit system, there have been improvements in knowledge on quality and awareness, and has promoted quality improvement activities across all divisions. In fiscal 2016, the internal audits included PDCA cycle checks focused on management and processes to promote effective quality improvement initiatives. In fiscal 2018, we transitioned to an internal cross audit system that aims to ensure the suitability and effectiveness of continuous improvement activities for risk management based on the ISO 9001:2015.
Upgrading to Total Quality Management (TQM)
In fiscal 2016, we began strengthening our quality management system (QMS) by adopting the use of statistical methods based on quality data. In fiscal 2017, we stepped up our quality management by shifting quality improvement activities from a corrective system to a preventative/predictive system. This gave us a TQM system that helps realize management targets. We have transitioned to a verification system under which we use a risk based process approach to validate the results of quality activities from the standpoint of appropriateness and effectiveness. As a result, we completed the transition to ISO 9001:2015.
Under our TQM, we continue to reform our quality activities based on ISO 9001:2015 as part of our quest to further strengthen customer-oriented quality management.
■SCREEN Graphic Solutions Co., Ltd. / SCREEN PE Solutions Co., Ltd.
Quality Management Systems for Evolving Businesses
Mainly through its Quality Assurance Department, which specializes in quality-related issues, the company works to ensure compliance with international safety standards and provide customers with the best possible products to meet diversifying needs.
We have revamped our quality assurance systems in response to further diversifying customer needs and internationalization to assure product reliability over the long term. Specifically, we are taking fresh approaches to increasing customer satisfaction by improving quality through, for example, improved inspection systems. This activity is the same also at overseas production plants.
We have completed the transition to ISO 9001:2015 and will deliver better products to our customers.
Our Customers’ Trusted Equipment Service Provider
The company provides cutting-edge services using network and IoT technologies through TRUST Service Desk to help ensure the stable and efficient operation of Group products.
This service monitors the condition and operating status of equipment, using big data gathered from equipment to help prevent problems and even provide suggestions to help improve utilization rates. Data gathered from equipment is used only for service purposes and is transmitted and stored securely to prevent leaks.
We are also implementing a service for POD equipment that sends reports to users summarizing such information as each day’s number of jobs processed, per-job print time, materials used, output length, and ink usage. These reports can be used to manage production and costs.
Sudden, major errors are immediately reported to the company so that it can offer remote service to quickly and accurately diagnose and solve the problem. Records of such errors are shared within the service, manufacturing, and development departments so that we can provide robust, optimal care as a team.
We will continue to improve our services to enhance the experience of customers using our products.
■SCREEN Finetech Solutions Co., Ltd.
Improving to quality management forcus on QCD
This business operating company aims for structural reform with the launch of the K6 Project. Under the project slogan, “Achieve growth of the individual through solid structural reform,” we respond to changes in the business environment as we strive to improve customer satisfaction in all aspects of quality, price, and delivery.
Under this project, a key theme is to rebuild our quality management system (QMS), and to this end we are strengthening our QMS to ensure it is effective.
We are also striving for clarity and improvement by linking the tasks in each successive process to each other, and we are stipulating key performance indicators (KPIs) with which we can measure improvement in the system and provide feedback on these. The result is a virtuous circle of improvement.
Quality activities are being carried out at our worldwide production bases as we carry out ongoing reform with the goal of providing consistently high-quality products throughout the global supply chain.