With “Customer Satisfaction,” “Quality and Environment First,” and “Trust and Reassurance” as mottos, leading touchscreen manufacturer DMC established and operates an ISO9001 certified quality management system that provides products in accordance with its quality and environmental policies.
DMC has established quality and environmental policies that express our corporate philosophy of “achieving sustainable growth while promoting happiness throughout society.”
- We will provide high-quality products to all our markets, products that satisfy customer requirements, laws, and regulatory requirements.
- We will measure and analyze the response of the customers and regions we serve to continuously improve our products, processes and systems.
- We seek to reduce our environmental footprint through our commitment to preventing pollution, reducing waste and saving resources.
President. Tatsuya Sada
DMC sets quality and environmental policies that reassure and build trust with customers in accordance with our quality and environmental policies through an ISO9001 certified quality management system. DMC Group has acquired ISO14001 certification for its domestic factories and its Indonesia Factory.
Quality & Environmental Management System
DMC’s quality assurance system aims to meet customer expectations for safe, high-quality products and services. We conduct yearly management reviews to examine and evaluate the state of our quality management system in line with our quality and environment policies and quality targets to ensure constant improvement. DMC shares progress in target achievement and product quality issues at Quality and Environment Council meetings held once per month, and promotes the PDCA cycle to ensure that all employees understand quality and environment policies and achieve ISO targets established by each division. In addition, Shirakawa Factory, Shirakawa Factory II, Indonesia Factory, Tokyo Office, Osaka Office, and Nagoya Service Office acquired ISO certification for the design, development and production of touchscreens. The rate of certification by production bases of DMC Group is 100%.
Quality & Environmental Management System Diagram
Approaches to product quality improvement
DMC holds periodic product strategy meetings with the participation of the President, representatives of Sales & Planning Department, Sales Department, Engineering Division, Production Division, and Quality Assurance Division. An important DMC Group strength is to have technology, know-how, and systems that can precisely respond to a wide range of customer requests. It is important for us to accurately understand customer requests and consider detailed specifications for products. Therefore, personnel in charge of engineering visit customers with the personnel in charge of sales to have direct communication with customers. Because it is critical to accurately understand customer requests and consider detailed specifications for products, personnel from the engineering and sales departments visit customers together to ensure direct communication.
DMC ensures the execution of improvement plans to address complaints about products and defects in the manufacturing process through QA patrols* to prevent defects from recurring. Such approaches allowed us to reduce complaints by 15% compared with the previous year, and no serious accidents resulting from use of the products were reported.
*QA: Quality Assurance
Improvement of Customer Satisfaction
DMC Sales Division conducts a customer satisfaction survey with 20 items in six categories (sales, sales promotion, delivery, quality, technical capability, and competitiveness) once a year targeting its major sales agents, and shares the results as customer voices among the relevant departments and divisions. This allows us to identify issues and improve products with the goal of maintaining customer trust. In FY2020, DMC distributed questionnaires to 12 sales agents (10 in Japan, and 2 overseas), and the response rate was 100%.
Ensuring Product Safety
DMC performs proper chemical substances management from design to disposal to ensure the safety of our products.
We use chemical substances for our products in accordance with the laws and regulations specified by each country and promote the reduction of hazardous chemical substances that may affect people and the environment. We assess the safety of all our products to ensure that hazardous chemical substances restricted by the RoHS Directive, including lead, mercury, cadmium, and hexavalent chromium are not contained in or attached to our products, or to ensure that the amount of those substances contained in or attached to our products is less than what is stipulated by laws and regulations. We reduce or cease use of the substances that we determine cause risk to ensure product safety.
We obtain a Material Safety Data Sheet (MSDS) that describes the danger and toxicity, and precautions of chemical substances and raw ingredients containing specific chemical substances to ensure safe handling until disposal.
The Quality Assurance Division plays a central role in the proper management of chemical substances and acquires the most up-to-date information and movements to ensure a prompt response to revisions in a wide range of laws and regulations regarding chemical substances.
We also hold training and seminars for Quality Assurance Division members throughout the year. In FY2020, to prevent the spread of COVID-19, we decided not to have external seminars, but to have in-house seminars only. In FY2021, we are planning to hold external seminars, including environmental surveys, analyses, and evaluation testing, and other in-house seminars.