Customer Support

[As of Jan, 2010]

Quality Service Activities

Overview

Toshiba has established a system whereby the increasingly diverse customer quality requirements and customer satisfaction levels after product shipment are clearly identified and fed back to processes and design departments so as to ensure continual response to market quality requirements.

Quality Information Services

Toshiba prepares the following information and materials to offer support in every phase, including the phases of product approval by customer, incoming inspection and assembly.
This information can be provided promptly upon customer request.

(Information and Materials)

Reliability data (by product)
Approval test data for product changes
Board assembly precaution manuals
Other

Quality Communication Meetings

Periodic quality communication meetings attended by customers and Quality Assurance Department members are held to maintain a relationship of trust with customers.
In the meetings, the customer is provided a high level of support through information exchange and reports on defects, preventive measures and plans for improvement.
To satisfy customer expectations concerning the quality level and to maintain and further improve product quality, Toshiba has adopted a proactive system of cooperation, ensuring that the detailed information that cannot be checked on a daily basis is checked and that mutual goals are achieved.

Collecting Information from Customers and Feedback

Toshiba utilizes the delivery specifications and quality contracts that state customer requirements, the complaints that indicate customer dissatisfaction, customer testimonies obtained from various venues such as quality communication meetings as well as the results of customer satisfaction surveys conducted by a third party to further improve customer satisfaction and obtain customer trust.

Complaint Services

Figure 1 shows the procedural flow for complaint services.
This flow enables quick analysis and quick processing of customer complaints without any loss of time.
Analysis results are fed back as needed to the manufacturing process and relevant departments to prevent reoccurrence and improve reliability.
In addition, every effort is made to introduce new analysis methods and techniques (including analytical equipment) to improve analysis efforts.

This is [Figure 1 Quality Service and Complaint Processing Flow].

Figure 1 Quality Service and Complaint Processing Flow