JAPANESE CHINESE

Consumer-oriented Management

Basic Approach

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” and serving as a corporate group that contributes to everyone’s affluent lives and happiness, in accordance with our Group Philosophy. As a group of companies that promotes consumer-oriented management, each one of us acts with a firm awareness of our role in listening to and utilizing the voices of our customers, applying their feedback and making sustainable initiatives possible in order to fulfill our goals as a company that adheres to laws and brings values to consumers.

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.

As part of our fundamental mission, we endorsed the "consumer-oriented management" promoted by the Japanese Consumer Affairs Agency in 2016 and announced that our management policies would be rooted in our Declaration of Consumer-oriented Management established in March 2018.

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 next generations Adhere to laws and regulations and strengthen corporate 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

Medium-term Goal

Cultivate corporate culture based on top commitments, facilitate organic communi-cation between departments

FY2020

Action Plan (Key measures)

  • Hold training seminars on consumer-oriented management
  • Build a system to pro-mote consumer-oriented management
  • Strengthen business activities to make full use of the “voice of the customer”

Achievements

  • Conducted e-learning pro-grams for all Group employees
  • Enhanced systems through participation in various lectures by industry groups and mutual exchange of information with the Consumer Affairs Agency
  • Ran monthly product improve-ment review meetings and implemented 32 improvements and enhancements based on the “voice of the customer”
FY2021

Action Plan (Key measures)

  • Continue to consistently conduct training sessions
  • Continue to participate in various lectures by industry groups and enhance systems through mutual exchange of information with the Consumer Affairs Agency
  • Promote activities with related departments involved in product development, improvement, and enhancement based on the “voice of the customer”
Targets

Maruha Nichiro Group (Japan)

Department in charge

Consumer Relations Center, Maruha Nichiro Corporation

Medium-term Goal

Improve supply and mutual exchange of information to customers

FY2020

Action Plan (Key measures)

  • Enhance customer service to satisfy all customers
  • Strengthen safety and security
  • Coordinate sustainable environmental activities
  • Coordinate food education activities for consumers

Achievements

  • Developed a chatbot and installed it on the customer consultation page of the website in August 2020
  • Acquired an official corporate account on the Q&A site “Yahoo! Chiebukuro” to answer various customers’ questions
  • Distributed internally those cases where problems are foreseen by the “voice of the customer”
  • Established a framework allowing employees to deal with phone calls for customer support services from home during the COVID-19 pandemic
FY2021

Action Plan (Key measures)

  • Improve customer satisfaction through effective use of systems
  • Contribute to the improvement of customers' eating habits through information booklet distribution to consumers
  • Evaluate and analyze the “voice of the customer” information, identify risk information at its early stage, and notify and call relevant departments
Targets

Maruha Nichiro Group (Japan)

Department in charge

Consumer Relations Center, Maruha Nichiro Corporation

Main Initiatives in FY 2020

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 FY2020, we conducted training on Consumer-oriented Management using an e-learning platform, with around 4,600 Maruha Nichiro employees taking part.

In the quality control reconfirmation campaign that we implemented targeting all employees of the Maruha Nichiro Group, we conducted a survey on our products and shared the feedback as consumers within the company for improvement purposes. We have made 32 improvements and upgrades of products and services in FY2020 based on the Voice of the Customer received on a daily basis.

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 strive to enhance information provision on platforms such as our website in order to further improve mutual communication with customers. We ask customers who reach out to us to complete a satisfaction survey in aiming to enhance our customer service.

Our activities on making product improvement proposals based on the voice of the customer are highlighted on the company’s website as well as intranet for employees. We will continue to take on improvement activities going forward.

From December 2019, we launched an official corporate account on the Q&A site “Yahoo! Chiebukuro” to answer customers' various questions related to our products. In August 2020, Maruha Nichiro has adopted an automated chatbot on its website on a trial basis to answer customers' questions 24 hours a day, 365 days a year (covering canned foods, bottled foods, and frozen foods categories).

In FY2020, we enhanced our customer service by establishing a system that enables employees to respond to customer inquiries during the COVID-19 pandemic from their homes.

We are doing our part to earn customers’ trust through activities including initiatives on food safety and security, environmental activities and food education activities.

Looking Ahead

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.