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Consumer Issues

Stance

As a company that provides products directly connected to the safety of customers consisting of tires for purposes such as passenger vehicles, trucks, buses, construction vehicles, and racing vehicles, it is our corporate duty to provide safe products that will satisfy customers and it is possible for everyone to access accurate information. In addition, we would like to educate consumers on sustainable consumption and work to support the needs of consumers in a weak or disadvantageous position.
This stance is declared in the Quality Policy, and the actions that should be taken by employees are stipulated in the Yokohama Rubber Group Action Guidelines.

Policy

Quality Policy

We will contribute to society by planning, designing, producing, and selling attractive products for the satisfaction of our customers while maintaining a quality assurance system in all of our processes, including service. To this end, we will conduct systematic activities to ensure that all the basic steps in our quality assurance activities function properly.

Yokohama Rubber Group Action Guidelines

We shall provide safe and high-quality products and services

Basic Stance of the Yokohama Rubber Group

We shall develop, design, manufacture, and sell attractive products that satisfy customers; provide society as a whole with safe and high-quality products and services; and endeavor to enhance the value of the Yokohama Rubber brand.

To practice our basic stance — our action

  1. We shall listen to the views of our customers, accurately ascertain their needs, and develop, design, manufacture, and sell products of genuine use to society.
  2. We shall provide our customers with appropriate information concerning our products.
  3. In the manufacture and sale of our products, we shall observe the laws and regulations on safety applied in each host country and region.
  4. We shall proactively participate in the construction and operation of companywide mechanisms to assure the quality of our products.
  5. We shall take prompt action for response in the event of accidents related to our products.
  6. Through these actions, we shall work to enhance the value of the Yokohama Rubber brand.

Message from a manager

Quality and service are the foundations for building a trusted identity as a contributing member of the global community with customer satisfaction as a priority. We are certain that quality is what makes customers take products intro their hands and believe in our products. We believe that damage to this quality equates to losing the confidence of customers. It is our mission to be sure to achieve quality that will enable customers to feel secure going forward, and we will work towards certain improvements in product quality at further expanding and growing overseas production and sales bases.
Based on these activity goals, we will conduct constant activities aimed at quantitative targets that include the number of employees that have newly completed quality education, the number of employees newly certified as service engineers, the number of employees certified as ISO/TS16949 internal quality auditors, and the number of internal audits on partner companies. In addition, we conduct customer support activities that include service engineer development that includes after-sales service to customers, workshops at sales locations in Japan and overseas, and improvements to other educational materials and programs in a planned manner.

Tomoaki Mori
General Manager of the MB Quality Assurance Division

Vision for FY 2017

Main action items to be addressed first

The following items have been established as the main action items that the Yokohama Rubber Group will address first in consideration of the level of impact of business activities and the level of social interest.

Data summary

Consumer Issues(595KB)