Consumer-Oriented Management

Basic Approach

The basic mission of the Maruha Nichiro Group is to be "a corporate group that contributes to people's affluent life and happiness by providing authentic, safe, and healthy 'food' that is needed by society" based on the Group's philosophy. The Maruha Nichiro Group made a voluntary consumer-oriented declaration in March 2018. The Maruha Nichiro Group will promote consumer-oriented management by firmly recognizing and acting on these three activities: "listening to and making use of customers' voices," "working for the future and the next generation," and "complying with laws and regulations and strengthening corporate governance."

Consumer-oriented management logo
Consumer-oriented management logo

Management Structure

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

Quality Assurance Structure

Main Initiatives in FY2022

To Deepen Communication with Customers

The Customer Service Center plays a role in communicating with customers even after delivering products to them. Specifically, in the COVID-19 pandemic, we have enhanced our customer service by building a system that allows customers to answer phone calls from home and by providing information on a website dedicated to the Customer Service Center. The scope of use of the chatbot, an automated response function installed on the website that answers customers' questions 24 hours a day, 365 days a year, was expanded to all commercial products (8 categories) from February 2023. In addition, since December 2019, when we acquired an official corporate account on Yahoo! Chiebukuro, a Q&A site operated by Yahoo! Japan, we have answered as many questions as possible and solved the doubts of numerous customers.

Furthermore, as an effort to apply "customer feedback" to the improvement and refinement of our products and services, we regularly hold "Product Improvement Study Meetings" attended by directors and the heads of relevant departments, which led to 36 improvements and refinements in FY2022.

In-House Penetration of “Consumer-Oriented Management”

In order for all employees of the Maruha Nichiro Group to understand and act on "consumer-oriented management," we have established an internal promotion system and continue to promote the implementation of awareness-raising training on "consumer-oriented management" and the enhancement of business activities based on "customers' voices."

Since FY2020, we have been conducting in-house training on "consumer-oriented management" for Maruha Nichiro Group employees using an e-learning learning system; in FY2022, approximately 4,300 employees participated in the training to deepen their understanding.

In the Quality Management Reconfirmation Campaign, all Maruha Nichiro Group employees complete questionnaires on our products to share and utilize their opinions as consumers within the company.
The "customer opinions" received daily are distributed to the president and other executives and employees, and we are striving to strengthen our system for utilizing the "customer opinions" in our business operations. In addition, as part of our efforts to ensure safety and security, we identify potential problems in the "Customer Comments" and continue to distribute them once a week.

e-Learning About Consumer-Oriented Management
e-Learning "About Consumer-Oriented Management"

Other Initiatives

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