For Maximum Customer Satisfaction
The Total Customer Satisfaction (TCS) improvement process
Total Customer Satisfaction (TCS) is not merely an abstract concept. At KDDl, it is the guiding principle for every thought and behind every action of everyone from our executive management to the newest employee. It derives from our understanding that successful business begins by exerting the utmost effort for the benefit of our customers and carefully forging enduring relationships of trust with each user.
In order to maximize user satisfaction, we not only strive to improve our service at all points of contact with our users, but also consider all work undertaken anywhere in our group as factors that contribute to how customers evaluate our products and services. We review all processes through the eyes of our customers, and we constantly endeavor to raise the level of satisfaction not only for users, but all KDDl stakeholders.
Basic Concept of TCS
This is the mission undertaken by all persons of the KDDI Group, and the basic conditions required of all.
"Customer First" Management (A Way of Life at KDDI)
Established to serve as our corporate compass, KDDI's Customer Satisfaction (CS) Policy promotes a uniform group-wide understanding of the top priority assigned to Total Customer Satisfaction (TCS) and further advances the thorough adoption of our "Customer First" philosophy.
In accordance with this policy, every division and department in KDDI is required to prepare its own written CS Mission Statement, clearly stating the roles and objectives to be fulfilled to enhance customer satisfaction. Each division is responsible for realizing their stated objectives by undertaking an annual management cycle of planning and execution followed by verification to obtain feedback in order to refine the plan for subsequent cycles. KDDI believes there is nothing more important to our future than reflecting the opinions and preferences of our customers in our products, services and the way we work, and rapidly implementing quality improvements based on objective evaluations by our customers.
Every stakeholder is our customer
KDDI considers products and services to be the sum of all processes inside and outside the company, and every stakeholder involved with KDDI is treated as a customer. This enables KDDI to provide value that ensures a high level of satisfaction by users. In this way, KDDI can achieve its ultimate mission, which is to contribute to society by constantly spreading its customer-first corporate philosophy.
Network Improvement Project Structure
Based on the customer feedback we acquire through such means as everyday operating activities and surveys, our network service department identifies items in need of improvement and promotes projects designed to quickly make such improvements.
This project strives to address issues that span related divisions, from the marketing, operational, product, and technology/equipment perspectives.
Basic policy for the placement of advertisements When creating advertisement products, due care must be taken to avoid advertisement placement that may constitute unfair customer enticement. The Act against Unjustifiable Premiums and Misleading Representations purports to protect the benefits of general consumers, and in accordance with this law, KDDI has formulated the Basic Policy for Advertisement Placement, which explains the precautions that must be taken when creating advertisements so that the chance of any advertisement misleading customers is minimized.