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ESPEC’s Code of Conduct says that we will work to earn the trust of our customers and to provide complete satisfaction, and all of our business activities are conducted from the customer’s point of view. ESPEC’s Code of Business Standards also affirms our commitment to producing products of the highest reliability, and we make every effort to provide our customers with exceptional products and services. |
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Quality PolicySince ESPEC supplies environmental testing equipment used in quality assurance activities, ESPEC product quality determines client product quality, and maintaining a high standard of product quality is what defines us as a company. The approach to quality set forth in our basic principles is to provide our customers with highly reliable products and services that safely, efficiently, and accurately perform their intended role. We continually strive to create high-quality products meeting the expectations of ESPEC customers around the world. |
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Customer SupportProviding our customers with peace of mind via preventive maintenance and a 24-hour reception service |
Customer CenterWe have established a customer center that responds directly to the inquiries from our customers and distributors throughout Japan. It handles approximately 10,000 calls each year, including technology inquiries, product introductions suiting customer needs, and troubleshooting.We also provide regular training and education via monitoring in order to increase the quality of our operators and ensure uniformity among them, all in an effort to improve their skills to levels that allow them to better respond to the inquiries of our customers. The center also constantly registers new distributors and makes revisions to information regarding distributors so as to provide them with information on a timely basis (approximately 150 cases/year). It also employs the use of questionnaires and interviews to make improvements in the information we provide. |
Preventive and Regular MaintenanceSo that our customers may use our products with peace of mind, we have built a service network comprised of 17 different centers throughout Japan. We are able to provide our customers with peace of mind and safety via optimal preventive maintenance and a 24-hour reception service based on field service data.Every year we send out questionnaires to study and analyze our field engineers, and in 2010 they received high praise in terms of their organization skills, time of visits, and speed with which needs are addressed. These results have been reflected in the field engineer training/education and job improvement, as we use it to improve after sales service. With regard to quickly addressing the need to repair sudden product malfunctions, we have set our goal to complete repairs within one day in 80% of cases (it was 78% in 2010). Aiming at this goal, we will continue to strive to provide prompt service. |
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Reliability SeminarLike last year, ESPEC again held a Reliability Seminar this year as a way to provide useful information for customer reliability testing. Last year’s Seminar was held in Tokyo, Toyota and Osaka and attended by 170 customers in all. |
