Providing Reliable Service
Service quality management
Offering Reliable Information and Communications Services
At KDDI, we have a lot of communications facilities including optic cables and mobile phone base stations which are maintained and managed by a nationwide network of operations departments and technical centers.
KDDI's Operation Center centrally monitors communications nationwide 24 hours a day, 365 days a year. It is responsible for appropriate communication control as well as recovery work in cooperation with operations departments across Japan in the event of failure.
With regard to service quality, we are constantly working to offer high-quality, reliable communication services by building, analyzing and improving the facilities and operation system in accordance with our own strict standards based on our management system.
Network Service Enhancement Project
We launched the "Network Service Enhancement Project" with the aim of identifying and speedily rectifying issues, based on customer feedback through our communication network service. Through this project we aim to solve problems promptly by a system that cuts across relevant departments including sales, operations, products, and technology and equipment.
Maintenance and operation of global network
KDDI connects approximately 120 communications providers in 150 countries and regions worldwide to their networks. In cooperation with these companies, we maintain and operate a global network linking all parts of the world.
As well as offering high-quality international communication services using highly reliable optic submarine cables, KDDI aims to offer services using new technologies centered on its IP services.
In addition, through a direct tie-up with INMARSAT (headquarters in London), we are the only carrier in Japan to offer INMARSAT services using satellite communications, enabling call and data transmissions in every region of the world with the exception of the North and South Poles.
Multiple Surveillance and Controlling Operation Centers
In order to provide secure information communications services to customers, KDDI uses the following four centers to constantly assess communications status. The FMBC Operation Center is in charge of surveillance on the au mobile phone network and implementing server facilities and operation maintenance. The Network Operation Center is in charge of surveillance on landline backbone circuits. The Security Operation Center is in charge of detection, analysis, and defense against cyber attacks. The Global Network Operation Center is in charge of overall surveillance of international circuits. These centers operate 24 hours a day, 365 days a year.
These centers are linked to their related divisions in each region to allow prompt and accurate response in the event of obstructions.
Response to Product Accidents and Base Station Construction
Response to Product Accidents and Bugs
When an accident or bug involving a KDDI product occurs, a report is sent to the Product Accident Response Desk at each relevant department, and a response plan is promptly established upon consultation with the Survey Committee, which is chaired by the president. Customers are also notified immediately in the event of a serious accident, and thorough reports are filed with the authorities.
Responding to Administrative Guidance from the Ministry of Internal Affairs and Communications
KDDI received guidance from the Ministry of Internal Affairs and Communications concerning five communication failures and other major accidents related to its au mobile phone services, fixed-line communications services, and corporate services between April 2011 and February 2012. The guidance called for the swift introduction of full measures, including recurrence prevention measures, as well as the reporting on the results of implementation and on initiatives going forward. Furthermore, a February 22, 2012, meeting of the Ministry of Internal Affairs and Communications liaison committee on countermeasures against mobile phone communication failures called for a report on the results of a complete check of measures to prevent such communication failures from recurring.
On February 14, 2012, KDDI established a Survey Committee, chaired by the president, aimed at preventing recurrence and responding to Ministry of Internal Affairs and Communications guidance and the complete check of the various items requested by the liaison committee on countermeasures against mobile phone communication failures. The committee reported to the Ministry of Internal Affairs and Communications concerning its improvement measures and their implementation.
KDDI offers its sincere apologies for the inconvenience and concern that were caused to customers and related parties as a result of these major accidents. We are introducing countermeasures to enhance reliability going forward by providing convenient communication environments for our customers.
Setting up au mobile phone base stations and neighborhood care
With the aim to provide a reliable communications environment to au mobile phone users, KDDI sets up au mobile phone base stations in all parts of Japan in order to support new services and improve service area quality.
For the design and construction when setting up a new base station, we abide by the Radio Act, Building Standards Act, and other relevant laws and regulations as well as municipal ordinances and guidelines.
Furthermore, in cases where the construction is expected to cause a nuisance or inconvenience to the neighborhood (for example, due to the traffic of construction vehicles and noise from construction) or if we received inquiries regarding an au mobile phone base station, KDDI provides general information about the base station and explanation of the construction work so that we can earn the understanding and cooperation of the neighborhood.