Maruha Nichiro Group's basic mission is to be “a corporate group that aims to be an essential part of society by improving everyone's daily life with wholesome, safe and healthy food,” based on the Group Philosophy.
The Group, which promotes consumer-oriented management, is committed to listening to and making the most of the voice of the customer, realizing sustainable initiatives, complying with laws and regulations, and ensuring that each of us acts with a firm awareness of our role in order to remain an enterprise of value to our customers.
Declaration of Consumer-oriented Management
The basic mission of the Maruha Nichiro Group is to be an essential part of society by improving everyone's daily life with wholesome, safe and healthy food.
In addition to endorsing “Consumer-oriented Management” promoted by the Japanese Consumer Affairs Agency, we have announced our management policies rooted in our Declaration of Consumer-oriented Management established in March 2018. We also publish activity reports on a regular basis.
Consumer-oriented management is defined as activities that improve value for society through co-creation and collaboration with consumers. The three activities that form the pillar of this are as follows.
- Listening and utilizing everyone's voice
- Measures for future and generations
- Adhere to laws and regulations and strengthen governance
We believe this is a true reflection of our Group Philosophy and is linked to our medium- to long-term vision of striving towards a sustainable society. As such, we have announced our Group Slogan, Vision, and Action Policy as Declaration of Consumer-oriented Management.
Medium-term Sustainability Management Plan (FY2018-2021)
Promote Consumer-oriented Management
Targets: Maruha Nichiro Group (Domestic)
Department in charge: Maruha Nichiro Corporation Consumer Relations Center
|Target||FY2021||Medium-term Management Plan Self-Assessment|
|Action Plan (Key measures)||Achievements|
|Achievements cultivate corporate culture based on top commitments and facilitate organic communication between departments||
|Improve the provision of information to customers and mutual information exchange||
Based on the "Maruha Nichiro Group Quality Assurance Policy", each Group company has established a quality assurance system tailored to its business field based on a common approach.
Moreover, we reflect customers voices in our quality assurance activities.
Quality Assurance Structure
Main Initiatives in FY2021
Disseminate Consumer-oriented Management throughout the Company
The Maruha Nichiro Group has established an internal promotion structure for all employees to understand and take action based on Consumer-oriented Management. We conducted training seminars on Consumer-oriented Management as well as promoted the strengthening of business activities that incorporate the “voice of the customer”.
In FY2021, we conducted training on Consumer-oriented Management using an e-learning program with around 4,500 Maruha Nichiro employees taking part.
In the quality control reconfirmation campaign implemented by all employees of the Maruha Nichiro Group, we carried out a survey on the Company's products to share and utilize their opinions as consumers within the Company.
Meanwhile, we aim to improve our products and services based on the “voice of the customer” we receive on a daily basis, and in FY2021, we were able to accomplish 38 improvements and upgrades.
As our initiative on food safety and security, we have continued to extrapolate potential issues based on the “voice of the customer” and shared them in weekly newsletters.
Further Deepening Communications with Consumers
We are enhancing the provision of information through our website and other means to achieve further mutual communication with our customers. We also ask our customers to fill out a "Satisfaction Survey" in an effort to improve the service we provide to our customers.
Our activities on making full use of the “voice of the customer”product improvement are highlighted on Maruha Nichiro's website as well as an intranet for employees. We plan to continue these improvement activities in the future.
In December 2019, we launched an official corporate account on the Q&A site “Yahoo! Chiebukuro” to answer customers' various questions related to our products.
Since August 2020, Maruha Nichiro introduced an automatic response chatbot on its website on a trial basis to answer customers' questions 24 hours a day, 365 days a year.
(Initially, canned foods, bottled, and frozen food categories were covered, but a fish sausage category was added in February 2022.)
In FY2020, we established a system that allows employees to answer the phone at home during the COVID-19 pandemic, and we are continuing our efforts to ensure that our customer service is not compromised under a variety of circumstances.
We are doing our part to earn customers' trust through activities including initiatives on food safety and security, environmental activities, and food education activities.
As a corporate group that brings value to customers, the Maruha Nichiro Group aims to be an essential part of society by improving everyone's daily life with wholesome, safe and healthy food and contribute to everyone's affluent lives and happiness. We aim to further promote consumer-oriented management based on this Group Philosophy.