CSR Activity Report | Other Activities | Customer Response

Customers Response 

(FUJIFILM’s Activities)

Basic Philosophy for Customer Response

Fujifilm and its affiliates use customer satisfaction as the basis of operation, listen sincerely to customer voices and always aim for the implementation of high business quality from the customer’s point of view, all in accordance with the Fujifilm Group Charter for Corporate Behavior.

Basic Policy

  1. Responses to customer inquiries and complaints are recognized as matters of top priority in all of the divisions.

  2. Responses to customers are handled from a sincere stance based on kindness, expedience, precision and fairness, and we strive to offer high-quality confidence.

  3. Responses to customers are determined by the following three codes of behavior:

    • Listen to customer stories and understand their problems.
    • Understand locations, articles and facts in order to provide proper responses to customers.
    • Execute promises made to customers without exception.
  4. Always handle customer inquiries and complaints with transparency, and proactively offer useful information to customers.

  5. Customer inquiries and complaints are received by top management and each division as unedited customer remarks, and are utilized in the development and improvement of products and services.

  6. We adhere to relevant laws and the personal information protection policy of Fujifilm and its affiliates, and practice appropriate measures in order to safeguard customer information.

Customer Response Liaison

[figure]Customer Response Liaison


ISO 10002: Supplier’s Declaration of Conformity

Fujifilm and two affiliates related to domestic imaging and healthcare businesses use customer satisfaction as the base of operations, and declare progress in customer responses conforming to international standard ISO 10002.

Supplier’s Declaration of Conformity

FUJIFILM Corporation and FUJIFILM Techno Service Co., Ltd., both related to domestic imaging businesses (focused on color film and digital cameras), made a supplier’s declaration of conformity*1 to international standard ISO 10002 (International Standard for Complaints Handling Management System)*2 on August 24, 2006.
And on September 30, 2008, FUJIFILM Corporation and FUJIFILM Healthcare Laboratory Co., Ltd., both related to domestic healthcare businesses, made a supplier’s declaration of conformity related to healthcare business.

The following businesses and organizations made ISO 10002 supplier’s declaration of conformity due to organizational changes made in February and June 2012.

Target businesses
  • Imaging business

  • healthcare business

Target organizations (as of April 2023)
  • FUJIFILM Corporation

  • FUJIFILM Techno Service Co., Ltd.

  • FUJIFILM Healthcare Laboratory Co., Ltd.

Conformity standard
  • ISO10002:2018(JIS Q 10002:2019)

ISO 10002 will be used in the future to improve customer response quality, and promote trust-related activities in order to satisfy customers even further.

  • *1 Supplier’s Declaration of Conformity
    ISO 10002 are guidelines for customer response. Like ISO 9001 and ISO 14001, and unlike standards receiving third party certification from examining authorities, organizations can create their own system conforming to the standard, and can declare conformity regarding their own purpose and responsibility. Hence, activities are required that continuously raise that conformity level through internal audits and practical use processes of systems.
  • *2 ISO 10002
    An international standard related to complaint responses established by ISO (the International Organization for Standardization) in 2004. This was established as a new standard replacing JIS Z 9920, the complaint response management system established in Japan in 2000.

Activities to Develop ‘Customer-oriented’ Human Resources

The Fujifilm Group conducts certification tests for employees engaged in customer services as an organization that certifies the implementation of the “Telephone Service Skills Test” sponsored by the Nippon Telegraph and Telephone Users Association.

We aim to improve the customer satisfaction of the Group with the aim of realizing “business telephone service that pleases customers” and “training instructors who can be immediately effective as telephone service experts”.

Activities Incorporating Customers' Feedback

We introduce the initiatives of Fujifilm and its affiliates that actively incorporate the customers' feedback toward the improvement of products and services.