WITH CUSTOMERS

Provision of safe and secure products

By communicating with customers, we grasp their needs in terms of performance, quality, and the environment, introduce products and develop new products that meet those needs, and provide appropriate technical and safety information concerning the products. For newly marketed products, we have employed a system to start sales only after we understand the intended use of the customers and confirm the compliance of the products with the customers’ requirements, including green procurement and non-use of mineral materials in dispute. We also set a rule to eliminate chemical substances that do not comply with the customers’ needs early in the product design stage.
In the manufacturing of products, we use such raw materials that comply with our green procurement criteria to preserve the environment.

 
 

Product liability (PL)

Under the basic product liability (PL) rules, we set up a dedicated department (Products Evaluation Department) concerning PL to establish a PL accident prevention system. The Products Evaluation Department undertakes examination of products for compliance with relevant laws and regulations at home and abroad, examination of labels and safety data sheets (SDS), voluntary management of chemical substances, and the response to customers. PL-related matters to be examined and PL-related accidents/complaints are addressed by holding PL examination meeting and PL countermeasure meeting.
 

 
 

Provision of product safety information

Yellow card, SDS label

When we introduce our products via a pamphlet or other media, we also submit the SDS at the same time so that the customer can check the technical features and the safe handling methods. Following the revision of laws related to chemical substances, including the Act on the Regulation of Manufacture and Evaluation of Chemical Substances, Industrial Safety and Health Act, PRTR Law, and Poisonous and Deleterious Substances Control Act, we revised the SDS and label indications as necessary. To each of the drivers of trucks and tanker truck that transport products, we issue a yellow card provided with information, including first-aid method and emergency contact so that they can appropriately respond in case of an accident during transportation.

 

Export control

To export a chemical product, it may be subject to restrictions because of the Export Trade Control Order in Japan, law/regulation of the destination country, or an international regulation. In order to observe those rules, we have incorporated the export stop system in our order reception/placement system.
When making entry of an order reception, the system rejects products not registered in the export permission master. Information serving as the foundation of this system, such as chemical compositions of products and status of their registration in other countries and the presence/absence of restrictions imposed by law/regulation, is checked by the Products Evaluation Department and converted by it into a database. The Export Administration Committee discusses and examines the response of our group to the laws and regulations in other countries and then implements the response.

 

 

With customers

We are trying to appropriately disseminate the information of our new products and technical information through press releases, press conferences, and other means, as well as provide the information to customers through communications with them at exhibitions and other occasions. On the product search page of our website, it is possible to conduct search not only by function, application, and composition, but also by social needs.
 
 

 
 

Product search

In order that the user can search for desired product by criteria including function, usage, and chemical composition, we offer a search system on our website as well as a general catalog (booklet).

 

 
 

Positive quality control

We produce and market approximately 3,000 types of performance/chemical products. We have automatized the processes as much as possible through plant design to adapt to multi-variety variable production.
Our domestic and overseas factories have acquired ISO 9001 certification and built quality control systems in synergy with the quality control system of our company, and they have been operating it. Furthermore, for the quality control management system concerning medical devices and external body diagnosing medicine, the Biotechnology & Medical Division has acquired ISO 13485 certification.

 

Quality assurance system

Complaints concerning quality and inquiries from customers are centrally managed by the Quality Assurance Section of the corresponding factory. Once a complaint occurs, we will immediately investigate its cause, draft recurrence prevention measures, promptly make response to the customer, and share the information concerning the complaint among group factories to horizontally develop the measures. The Quality Administration Department of the Responsible Care Division undertakes management of quality-related work, confirmation of compliance, and operation audits.

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