Customer-Oriented Approach
This refers to placing the customer (including subsequent processes) at the center of all considerations. It is the fundamental basis of our mindset and should be consistently practiced. We establish necessary rules and continuously improve our processes to meet our customers' needs.
Listening to Customer Opinions
We conduct VOC activities (where VOC refers to voiced opinions from customers) as an awareness-building initiative for employees that relies on the feedback provided by customers.
These activities encourages employees to take action from a customer perspective by understanding—and empathizing with—the feelings (range of emotions) expressed by individual customers.
Events Offering Interaction with Customers
Younger employees, who ordinarily have few opportunities to interact with customers, are given the chance to do so while deepening their understanding of the products they work on by telling visitors to the Yamaha corporate museum (Communication Plaza) about the history of Yamaha products, relating development anecdotes, or explaining how much attention is given to small details at manufacturing sites.
The Customer-Oriented Approach Card
We have distributed a Customer-Oriented Approach Card to encourage all employees to constantly keep that approach in mind and act accordingly.
Employees write a statement of the output for the person handling the next process on that card.
We believe that if everyone creates a chain of work that satisfies the subsequent process, the caliber of work and quality of products and services rises, and ultimately leads to customer satisfaction.
Other quality Initiatives
