Reflecting Customer Feedback in Activities to Enhance Quality
We receive and respond to customer comments and questions worldwide through a range of contact points, including dealers, contact centers and surveys. Opinions and comments received by our customer contact center in Japan are anonymized and shared companywide on the intranet, where employees can access and view them at any time. Information is also promptly sent by email to executives and senior managers. Reliable information sharing ensures that this feedback is incorporated in the work of all functions, including product planning, design, R&D, manufacturing, sales and services. Product quality is about more than just a lack of mechanical faults — it includes any factors that could lead customers to feel dissatisfied. We see these factors as issues requiring action and strive to improve quality across all areas. The value that customers expect from products varies according to their region, age, and personal tastes and can also be affected by market factors, such as product diffusion levels or even climate. Although we have basic specifications for global design, we fine-tune these to meet regional needs.
Adopting a Customer Perspective and Fostering a CS Mindset
－Customer Centric Culture Building－
We believe all employees must have a customer-centric perspective and are implementing a variety of activities to foster this mindset and providing opportunities to experience customer feedback on a daily basis.
Customer Centric Training: Employee training from a customer
-centric perspective
One example of this is the companywide “Customer Centric Workshop”, in which participants learn to understand customers’ concerns, think about what they can do for them, and experience the importance of providing products and services that exceed customers’ expectations motivated by compliments from customers.
Nissan Quality Forum: Raising awareness about quality among our staff and suppliers
We have held Nissan Quality Forums for executives, employees and suppliers. These annual forums use information dis plays, video presentations and actual vehicles and parts to showcase our latest quality results, customer feedback and activities aimed at meeting targets. The forums are organized cross-functionally by all divisions from R&D to service that incorprate experiental events to raize all employess' forcus on customers and the importance of quality. They are held globally in Japan, North America Europe, China, Southeast Asia, and other regions.
