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Customer Relations

Product and Service Quality Assurance

Quality Policy

We provide environmental testing devices used by our customers in their QA(Quality Assurance) activities. As such, the quality of our products is directly linked to the quality of their products, and we feel that this heavy responsibility represents why we are in business. Based on our basic philosophy to “provide more reliable products and services that allow our customers to safely, comfortably, and surely fulfill the mission,” we at ESPEC work towards creating high-quality products that meet the expectations of our global customers.

Quality Assurance System

We have established a unique system we called EQA (ESPEC Quality Assurance) in Japan and overseas.

In 1993, we were also assessed for and obtained the ISO 9001 (international standard of quality management) certification ahead of the competition. Following that, we received the updated 2008 ISO certification, and have been continuously improving our quality assurance system.

A further revision was implemented in 2015, and we are in the process of applying to obtain the updated certification.

In fiscal 2016, we worked on improving the quality of our products and services through close cooperation between departments on quality assurance activities and based on the two basic policies "Reforming quality by rebuilding quality systems" and "Aiming for a fundamental reform of product quality, in which each and every employee is a key part of quality assurance".

QMC Activities

We are shifting QC activities, which are mostly conducted at our production sites, to "small group activities" performed daily by all employees in order to improve customer satisfaction and create added value. These activities have been implemented as QMC (Quality Management Circle) activities.

In FY2016, 84 small groups working on improvement activities, quality improvement and cost reduction, improvement of work efficiency, and other endeavors were able to achieve formidable results.

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Aiming for Customer Satisfaction

Photo: Japan International Aerospace Exhibition 2016 (Tokyo Big Sight)Japan International Aerospace Exhibition 2016 (Tokyo Big Sight)

Showcasing our new products at the Japan International Aerospace Exhibition 2016

ESPEC exhibited for the first time at the Japan International Aerospace Exhibition 2016, which is the largest event of its kind in the country. Many visitors came to the ESPEC booth to view our displays of vacuum ovens used to evaluate aircraft parts and other such devices, as well as the new environmental stress chamber rapid-rate temperature cycle type.

Photo: ESPEC Reliability Seminar 2016ESPEC Reliability Seminar 2016

ESPEC Reliability Seminar 2016

The ESPEC Reliability Seminar 2016 was held in Tokyo as an activity to provide customers with valuable information on reliability tests. A total of 132 customers participated in the event.

The reliability of vehicles was set as the seminar theme, to reflect the vigorous pace of technological advancements in automobiles in recent years. The keynote speech was delivered by Takehisa Yaegashi, who oversaw the development of the hybrid vehicle Prius at Toyota Motor Corporation (he is currently President and CEO of Cordia Corp. Ltd.). Mr. Yaegashi's talk covered various topics including about initiatives Toyota implemented to establish the Prius as a reliable vehicle. ESPEC engineers also presented several examples of specialized tests and acceleration tests required for vehicle parts.

Website for engineers, "Test Navi"

We have developed a website specializedin information on reliability technology for engineers called "Test Navi."It gives customers helpful information in practice settings, such as environmental testing knowledge, basic information on reliability technology, and the latest testing trends, at the appropriate timing.

The number of members registered with "Test Navi" currently exceeds 16,000.

Network-based products and services

ESPEC offers customers a centralized management system that can monitor the operation status of multiple devices via the network. The system makes tests more efficient such as by eliminating the need to patrol and check the operating status and results of each test device.

Industry's First "Five-Year Product Warranty"

Since January 2015, we have been offering the industry's first "five-year warranty" for three of our mainline products. The warranty covers free repairs for five years following the installation of our products. We provide customers with peace of mind through the services we offer as a company that possesses high-quality products and a solid service network.

<Five-Year Product Warranty>

Photo: Temperature & Humidity Chamber Platinous J SeriesTemperature & Humidity Chamber
Platinous J Series

Photo: Thermal Shock Chamber TSA SeriesThermal Shock Chamber
TSA Series

Photo: Bench-Top Type Temperature(&Humidity)ChamberBench-Top Type
Temperature
(&Humidity)Chamber

Initiatives for Overseas Customers

Photo: Service trainingService training

● Service training for overseas agencies

We are carrying out training for field engineers at overseas agencies so that our international customers can use ESPEC products with peace of mind. In fiscal 2016, 51 field engineers from 18 Group companies around the world took part in training on new products and technologies. The training sessions were held at overseas group companies including ESPEC Engineering (Thailand) Co., Ltd., ESPEC Test Technology (Shanghai) Co., Ltd. and ESPEC Europe GmbH (Germany).

Photo: Electronica 2016 (Munich, Germany)Electronica 2016 (Munich, Germany)

● Exhibiting at the electronica 2016

In November 2016, ESPEC and our agency in Germany jointly exhibited at Electronica 2016, the world's largest and leading trade fair for electronic components, systems and applications held in Germany. We exhibited a range of items including the new ESPEC environmental stress chamber rapid-rate temperature cycle type, thermal shock chambers, and network products. Around 140 customers from 15 countries around the world, including Europe, visited the ESPEC booth at the trade fair.

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Customer Support

Customer Support Desk

ESPEC was the first in the industry to set up a customer center, and 2017 marks 15 years since this pioneering initiative. In fiscal 2016 we changed the center's name to Customer Support Desk and strengthened our support network so that we can respond to the latest trends in society and customer queries about product specifications and test conditions, how to meet legal requirements, troubleshooting and other matters. We are also continually improving our customer response quality by encouraging all operators to acquire the telephone response skills test qualification (moshi moshi kentei) and conducting internal training on the proper way to respond to customers.

Preventive Upkeep and Maintenance

To ensure that our customers can use our products with confidence and peace of mind, ESPEC offers optimal preventive maintenance and 24/7 on-call services at 15 service centers across the country. Moreover, through our ESPEC Online Support service, we can detect any anomaly in a customer's system through a network and contact the customer accordingly. From now on, we will strive to provide prompt service that meets the expectations of our customers.