Quality Assurance System
Olympus creates value by working from the customer's perspective to provide satisfaction through its products and services. Group-wide quality assurance activities play an essential part in our efforts to provide products and services that will earn the confidence and trust of our customers.
Quality Philosophy
The Olympus Group puts its quality philosophy into practice through quality assurance programs, and through initiatives to ensure that all employees consistently approach their manufacturing and service tasks from the customer's perspective.
Quality Philosophy
1. Realization of genuinely world-class "Total Quality" in all aspects of the organization.
2. Provision of the highest quality products and services to customers.
Core Principles
(1) All actions to reflect a customer-oriented approach.
(2) Develop "Win-Win" relationships with all partners.
(3) Be disciplined in following the appropriate procedures and, in day-to-day operations, continuously strive for improvement, avoiding complacency.
Quality-Related Organizational Structures
To ensure that customers can use our products and services with confidence, we have developed quality assurance systems to meet the specific needs of our various business segments. We are constantly working to maintain and improve quality at all stages from development through to production, sales and repair services.
Linking all business segments is the Corporate Quality Assurance Department, which assesses the quality management activities of each business unit and reports its findings to the President.
Top Review
Since 1995, the President and the directors responsible for each business area have regularly visited Olympus sites to check that management systems are functioning properly, that policies and standards are being complied with, and that the Olympus Group's quality philosophy is being fully implemented. Since 2008, we expanded the scope of these inspections to include environmental and occupational health and safety perspectives. In addition to business sites in Japan, the inspections also cover overseas sites. Since directives for remedial measures are issued whenever aspects requiring improvement are identified, this process drives continual improvement in our business operations.
Results of Top Review in Fiscal 2010
| Date | Segment | Site |
|---|---|---|
| August 2010 | Life Science and Industrial | Olympus NDT Inc. (Canada) |
| October 2010 | Medical Systems | Aomori Olympus Co., Ltd. (Aomori, Japan) |
| November 2010 | Group Management Office | Olympus Vietnam Co., Ltd. (Viet Nam) |
| February 2011 | Life Science and Industrial | Research and Development Center (Tokyo, Japan) |
| February 2011 | Imaging Systems | Research and Development Center (Tokyo, Japan) |
Summary of FY 2010 Results
| Primary Measures | Service innovation based on VOC management |
|---|---|
| Targets | •Development and administration of systems to utilize direct customer input at the organizational level |
| Results | •Administration of management systems to use voice of customer (VOC) information in key business segments •Fostering customer-focused culture through the continuation of seniority-based customer satisfaction (CS) education programs |
| Future Efforts | •Continuing improvement of mechanisms to ensure reliable VOC feedback and its effective utilization at the product planning and development stages •Increased emphasis on usability and safety in product development, and improvement of customer satisfaction |
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