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Placing our top priority on our customers, Mizuno Group is striving to
consistently offer quality products that meet strict safety requirements.
Mizuno Corporation and Mizuno Group are committed to offering quality goods for the satisfaction and trust of customers. Additionally, the company is committed to disseminating accurate information and to humbly listen to the opinions of customers. Mizuno Corporation and Mizuno Group are committed to the following:
Mizuno User Service Information Center receives inquiries, comments, requests and complaints from users. The Center responds to users' inquiries by maintaining close contact with related sections. Complaints about our products are imparted to the Quality Assurance Section, which in turn feeds the information back to related sections. The Quality Assurance Dept., comprising the Quality Assurance Section and the User Service Information Center, plays a key role in building quality management systems and promoting customer relations.
At the Mizuno User Service Information Center, we respond to users inquiries, comments and suggestions accurately and cordially in a timely manner, while also trying to keep in mind users' perspectives. Please feel free to contact us by phone or e-mail. All staff members will respond to you, always keeping in mind the vital importance of customer satisfaction.
On April 1, 2006, Mizuno declared that our system for handling user complaints conforms to ISO 10002, the Quality Management _Customer Satisfaction_ Guidelines for Handling Complaints in Organizations (self-declaration of conformance with ISO 10002). Mizuno was the first in the sporting goods industry to issue the self-declaration. To declare the conformance, in addition to reviewing in-house quality management systems, Mizuno reviewed and revised various related internal codes. Moreover, we established in-house user service promotion committees in all sections responsible for handling user complaints. We are also improving the skills of our staff members in handling user complaints and user services through more effective use of our internal control system. By listening to users' opinions humbly, we will continue to reflect their views in our management and promote trustworthy business activities.
In developing our products, we place utmost priority on product safety. The Quality Assurance Committee, chaired by the director responsible for quality assurance, monitors and ensures the safety of our products, all developed in line with our policy to promote sports, health and environmental protection.
In November 2008, we held the second meeting of user monitors at our Osaka Head Office. To the meeting we invited six monitors, including opinion leaders, representatives of consumer associations, and members of other companies' customer service centers. From Mizuno, staff members responsible for handling customer and end-user inquiries attended the meeting, including a director and the General Manager of the Quality Assurance Dept. During the meeting we received valuable suggestions and comments from monitors regarding our commitments to product safety, as well as the contents of our website. Since the meeting was very helpful for determining further initiatives to enhance customer satisfaction, we plan on holding such meetings periodically.
We have prepared the Chemical Substance Control Code with the aim of preventing use of harmful chemical substances in our products and guaranteeing product safety. We have also prepared a list of chemical substances whose use is either banned or limited. We are currently examining all Mizuno products using this list, which is based on rigorous global criteria.
We use a wide variety of means to disseminate our product information, including catalogues, leaflets, instruction manuals, websites, advertisements and news releases. The Mizuno Users Service Information Center also offers product information. Using such diverse channels, we proactively disseminate helpful information for users. On our website we have prepared a page to introduce hints for long using Mizuno products by preventing possible accidents likely to be caused by misuse of our sports equipment. Since we particularly receive many inquiries regarding sports shoes and swimming suits, we offer meticulous information regarding the selection of such goods and maintenance methods. We also provide practical instructions on the use of sports equipment that involves risks of accidents if not handled properly.
In case accidents happen due to defects in our products, we will form a task force to take prompt and appropriate actions in line with our Risk Management Guidelines, as well as the Consumer Product Safety Act. If we detect product defects that might possibly cause accidents, we will also form a task force to prevent accidents.
By 2006, the Mizuno Group had obtained ISO 9001 certification for all its manufacturing plants in Japan. Our Group's plants in Shanghai and Taiwan have also gained this certification. Through activities to gain ISO accreditation, we will establish a standardized global quality assurance system and thereby enhance customer satisfaction.
