Hitachi Construction Machinery


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.

In FY2020, we expanded the scope of our research beyond the Hitachi Construction Machinery Japan’s points program called RSS Points customers, in order to collect and improve the voice of more customers. Based on our research, we have been working to improve products, parts and services. We received approximately 1,500 responses. In FY2021, we plan to promote improvement activities based on the results of this survey.

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 continuously 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 such as welding and machining, an evaluation of each item is carried out by checking 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 highly skill in manufacturing is also essential. From FY2008, we have been conducting training to nurture Production Engineers. Production Engineers come from production sites in Japan and overseas and are trained at HCM. They undergo a three-year program that includes a variety of training, mainly carried out at Tsuchiura Works. The Production Engineers bring back the technology and know-how they learned in the training and develop HCM’s Monozukuri at their production sites.

As a further global effort, we hold 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 FY2000. Technicians come from production sites in Japan and abroad to compete.

The International Skills Competition in FY2020 was held as a special event in each country due to the effects of the expansion of the new Corona virus infection. The Competition in Japan was held at the Kasumigaura Institute for three days from November 3 to 5, and 46 people competed for the skill in eight competitions. In China, Indonesia, India and Russia, a total of 91 people participated in the competitions held in each country. In addition, we held the companywide small group activity presentations for two days in October and November, and 21 groups from group companies in Japan and overseas made presentations. The presentations were relayed online to Group companies in Japan and overseas, and a total of 465 people attended during the two days.

We will continue to pursue manufacturing that meet the safety and quality standards of the Hitachi Construction Machinery Group and that can be used safely by customers in all countries of the world.

“Global Monozukuri Diagnosis” in Welding area

Strengthening service support

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

In FY 2019, 9 representatives from 9 regions gathered at the Technical Training Center to compete in the knowledge, technical skills and customer service skill related to machine maintenance. As a result of competition by four items of “knowledge test”, “practical test”, “measurement test”, “reporting test”, two service personnel from Oceania region representative CablePrice (New Zealand agency) and Southeast Asia region representative PT Hexindo Adiperkasa Tbk (Indonesian agency) won the MVS (Most Valuable Service) award.

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

*In FY2020, it was canceled due to the impact of the new Corona virus.

Commemorative photo of all related parties

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