Hitachi Construction Machinery

Global

Improvement of customer satisfaction

Conducting customer satisfaction surveys

Hitachi Construction Machinery Japan conducts a customer satisfaction survey for customers in Japan in order to reflect the voice of customers in products, parts and services.

The survey is conducted by email targeting customers registered to use Hitachi Construction Machinery Japan’s points program called RSS Points.

The most recent survey was conducted from February to March 2018, receiving a total of around 900 responses. The survey results are shared with each business site in an effort to improve products and services as well as to enhance actions taken by business sites.

Hitachi Construction Machinery Japan is also making improvements to survey method in order to further increase customer satisfaction. Looking ahead, HCM will consider expanding this leading initiative of Hitachi Construction Machinery Japan to the surveys of HCM Group companies in other parts of the world.

Hitachi Construction Machinery Group will continue to strive to reflect the honest opinion of customers and further improve customer satisfaction.

Ensuring a common quality level throughout the world with “Made by Hitachi” as the key word

Our keyword is “Made by Hitachi.” In accordance with this, we are implementing various measures to ensure that the HCM Group maintains a uniform level of global quality to continually supply products that satisfy customers.

The Global Monozukuri Diagnosis is one quality assurance step we take at our production sites around the world. We launched this activity, originally called the Global Quality Diagnosis, in FY2005 with the goal of improving quality at each production site. Since then, we have made repeated revisions to our diagnostic sheet. We now not only evaluate quality, but also safety, quality, delivery and cost (SQDC). We have been carrying out the Global Monozukuri Diagnosis since FY2014. In accordance with the diagnostic sheet for each production process, including welding and machining, an evaluation of each item is carried out by check operations and products at the production site. We take action when there are items that require improvements. Continuing to carry out this activity will help us to achieve Made by Hitachi, a standard for uniform global quality.

The training of human resources with superior manufacturing skills is also essential. From FY 2008, we have been implementing training to nurture Production Engineers. Production Engineers come from production sites in Japan and overseas and are taken in by HCM. They undergo a three-year program that includes a variety of training, mainly carried out at Tsuchiura Works. The Production Engineers take back the technology and know-how they learned in the training to carry out HCM monozukuri at their respective production sites.

On a more global level, we implement the International Skills Competition and companywide small group activity presentations. The International Skills Competition is comprised of eight areas of competition—welding, painting, measuring, assembly, transportation, processing, robot welding, and facilities maintenance. The competition has been held since FY 2000. Technicians come from production sites in Japan and abroad to compete. In FY 2017, there were a total of 78 contestants from production sites in Japan, China, India, Indonesia, the Netherlands, and Russia. The participants competed to show the results of their daily practice. The small group activity presentations are held during the same period as the International Skills Competition. Groups that won preliminary tournaments at their respective companies come to compete at HCM. In FY 2017, 17 groups competed, including four groups from overseas group companies. More than 900 directors and employees, including those watching via a Web feed, listened intently to the presentations. Through a mutual honing of skills, participants not only grew as people but the event also energized the organization.

We will continue to pursue manufacturing that makes it possible to meet safety and quality standards of the Hitachi Construction Machinery Group and for customers in any country to use the products with peace of mind.

Welding undergoing a “Global Monozukuri Diagnosis”

Strengthening service support

At the Hitachi Construction Machinery Group, we hold the Service Mechanic Competition in order to increase the service skills of mechanics who directly work on customers’ machinery.

In FY2017, eight winners from eight regional competitions gathered at the technology training center to pit their machine maintenance knowledge, technological capabilities, and customer service expertise against one another. Two mechanics from Hitachi Construction Machinery Japan and CablePrice, were awarded the Most Valuable Service (MVS) award for having the highest scores in the four categories of academics, practical expertise, measurement, and reporting.

The HCM Group continues to improve the service and technical prowess of its dealers.

Commemorative photo of all related parties


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