Customers

To provide the high quality that will win the trust of all our customers, we will constantly improve the quality of our products, services, processes and systems and thereby satisfy our customers beyond their expectations.

Activities to Fulfill Customer Satisfaction

Pursuing Quality in All Processes of Design, Procurement and Production and People, Goods, Structures and Technologies

In order to provide the high quality that satisfies our customers and wins their trust, Murata established the Basic Policy on Quality, which is the foundation of our stance on quality. The Basic Policy on Quality stipulates that we will constantly improve the quality of our products and services as well as the quality of all processes and systems for design, procurement and production and people, goods, structures and technologies, and that we will maintain this quality in an optimal state.

To ensure that this policy is fully understood by all our employees, we provide continuous reminders of the importance of quality, putting up posters at workplaces.

Quality Policy
Quality Policy

Continuous Improvement of The Quality Management System

Murata continuously improves the effectiveness and efficiency of the quality management system, with all functions at all levels improving continuously in synch with each other. All personnel ensure that the quality of their work improves in an upward spiral, and in this way we provide quality that satisfies our customers.
 We rapidly perform Checks and take Action in relation to our Targets, formulate Plans based on what we determine to be most effective, and then Do.

Gaining International Standards Certification for Quality Management at All Plants

For a company with global business operations, it is important to meet a single global standard of product quality. 

All Murata Group plants inside and outside Japan have received certification under the international quality management standard ISO9001. Of these, 23 plants that produce automobile parts have also been certified as meeting a quality management system standard unique to the automotive industry (as of Feb. 28, 2017) .

Furthermore, at the Yasu Plant, which is responsible for research and development in such areas as materials development, production technology development, semiconductors, and thin film and ultra-fine processing technology, we are striving to improve our quality assessment technology. The plant has received two accreditations as follows. First, the international standard ISO/IEC 17025 and the laboratory accreditation (JAB) relate to work called "calibration" in which inspections are performed to determine whether there is any aberration in various testing machines and measuring instruments used to inspect the quality of products and components and, if necessary, adjustments are made accordingly. Second, the Japan Calibration Service System (JCSS) certification is evidence of a plant's ability to calibrate measuring instruments.

Through these measures, we aim for continuous improvement of quality management systems.

Status of Quality Management System Certification

Design Review (DR) ― Realizing Quality that Satisfies Our Customers

To ensure high quality in new product design, new manufacturing method design and development for other product applications, Murata performs design review (DR) from the early stage, from a variety of perspectives.

Cross-functional teams (CFT) , made up of design development and quality assurance personnel in addition to experts in other areas, conduct DR in relation to products, manufacturing methods, and applications in three stages: Concept design (development phase) , detailed design (realization phase) and mass production design (manufacturing phase). The director of the Quality Assurance Department holds ultimate decision-making authority regarding approval or rejection; only approved products, methods or applications are permitted to progress to the next development stage. Murata also reviews the DR process as needed, on the basis of changes in the market environment.


Meeting Customer Needs

Assisting Customers in Resolving Their Issues, from the Development and Design Stage through to Technology Exchange

To create products with new functionality, the necessary components must be developed. Murata uses "design-in" methods, which means that we get involved in the process of new product design and development by the electronics manufacturers who are our major customers from the initial stages, and conduct technological exchanges with them.

Through our design-in activities, we are able to make proposals for solutions that resolve our customers' problems and for optimal electronic components that meet their demands.

In addition, for new markets such as automotive, energy, and healthcare, by establishing dedicated teams and strengthening our marketing, we are promoting vigorous discussions in each region to determine what value we can offer in the near future.

Please note that, in the course of carrying out its design-in activities, Murata rigorously protects and manages confidential information provided by its customers.

Product exhibitions are also an important forum for understanding customer needs.
Product exhibitions are also an important forum for understanding customer needs.

Measures to Improve Product Quality

Unified System for Managing Complaints Helps Prevent the Reoccurrence of Problems

Customer complaints about products are certainly a serious issue for a company. For Murata, however, such customer feedback is also valuable information for improving our product quality.

All complaints from customers are stored in a database. Upon the occurrence of a complaint, the Sales Division enters the basic information, and the responsible division enters the analysis results. In this way, the complaint occurrence trend throughout the whole Murata Group can be understood.

When a complaint occurs, with the business divisions playing a central role, the Murata Group takes action to provide customer service. In addition, the Head Office’s Quality Assurance Department provides failure analysis assistance, rolls out the lessons learned from the complaint incident throughout the whole Murata Group, and takes action to prevent a reoccurrence.

品質問題への対応の図
Responses to quality issues

Employee Perspective

渡辺 彩乃
Ayano Watanabe
Murata Manufacturing Co., Ltd.
Production Engineering Unit
Quality Planning 1

Creation and Operation of a Unified System for Managing Complaints

Having ensured that customers’ confidential information is comprehensively protected and managed, our unified system for managing complaints collects data regarding complaints from our domestic and overseas sites for two main purposes:

  1. To improve the quality and speed of responses to complaints by making it possible to transmit data regarding complaints to related departments in real time
  2. To accumulate data in order to enable it to be used effectively, and to assist in the horizontal rollout of measures to prevent recurrences throughout the company

We plan new functions to add to the system, in addition to working on improvements and operational features to make the existing functions easier to use.

In my work, I strive to create mechanisms that will speedily resolve our customers’ anxieties and ensure that the same defect will not occur twice. I am working to enable us to offer our customers a level of satisfaction that exceeds their expectations.