Yokohama Rubber CSR Web Site 2015HOME

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Yokohama Rubber's
Important Issues
3Together with Our Customers

Yokohama Rubber addresses customer concerns by professionally delivering safe products and services to our customers.

We supply safe and secure products through manufacturing focused on the heart and technology.

We strive to provide safe products and services by ensuring the safety of our products throughout the entire production and delivery process.

Potential quality issues of our tires and other products could have a great impact on customers’ assets as well as the environment. For sustainable business, it is essential to build customers’ trust by providing safe products. Quality issues could lead to the disintegration of consumers' trust.
Recognizing this possibility, Yokohama Rubber has set “health and safety for our customers” as an important task, and we will continuously promote quality improvement activities in order to evaluate product safety risks and to prevent the recurrence of quality issues. It is important that quality control measures include measures to prevent quality issues from occurring in the first place, restrict the distribution of flawed products once an issue has been identified, as well as to identify the sources of the problem. Once a problem occurs, we need to identify the root cause and implement a permanent countermeasure without delay. We, Yokohama Rubber, always treat the safety of customers as a priority in all quality control issues.
To ensure the quality of products and services expected by our customers, Yokohama Rubber places experienced engineers at distribution and sales bases in domestic and overseas markets, and regularly holds internal training workshops on the specifications and handling of our products. In FY 2014, we held 122 workshops, in which a total of 600 people participated across the company. We have increased opportunities to visit customers and also held regular workshops to help our customers in the safe and secure use of our products. We encourage communication between the tire and industrial materials division, to share information in order to realize appropriate professional responses toward customers and products, and to build a global service structure to satisfy our customers.

Message from a staff member
Hirofumi Terauchi  MB development service division

In the overseas market, which I am in charge of, we implement regular reviews and on-site training workshops at customers’ facilities to help them to handle our products safely and properly. When we present information on how to handle YOKOHAMA brand products to customers from different countries, we are continuously making efforts to improve our communication skills and product knowledge in various ways, including translating presentation materials into local languages with support from local agencies, to improve customers’ understanding of our products. We strive to improve our service structure to properly respond to our customers and products through communication and cooperation with the tire division.

Hirofumi Terauchi
MB development service division

Message from quality assurance consultant (aerospace industry)
Mr. Kiyohide Monma  TF Management

Regarding quality control issues, Yokohama Rubber has shifted its focus from "preventing reoccurences" to "preventing issues from occuring." They focus on pursuing the quality that customers expect, collecting information, and identifying and removing potential risks. Regarding quality issues, they act according to "Sangen shugi" (three reality principles) to understand reality, and operate their business with risk assessments from the customer’s view point, quick responses by analysis, and "thought based on risks" in the quality management system. We would like to suggest expanding the activities of prevention from occurring to the supply chain,* as the occurrence rate of quality issues is expected to increase when overseas suppliers increase in the future.

Mr. Kiyohide Monma
TF Management

* Supply chain:
The series of activities or stakeholders providing products and services to an organization.