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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.
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To maximize customer satisfaction, every operation is considered to be connected to the products and services, and every process is reviewed from the customer's viewpoint.
Targeting all stakeholders, from the top managers to the employees, each person makes it his or her own task to realize customer satisfaction on a company-wide basis.
This is the mission undertaken by all persons of the KDDI Group, and the basic conditions required of all.
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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.
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