Together with Our Customers
Maintaining and Enhancing Customer Satisfaction and Trust
Clarion’s Corporate Vision states; “The link between sound and information communication in the mobile environment of the car will evolve into new domains based on our unique ideas and advanced technologies. Through this, we will provide safety, security, comfort and excitement to our customers all over the world. We at Clarion shall remain at the forefront of the industry, to precisely understand market needs and achieve long term growth”. We are carrying this vision.
In order to materialize this vision, it is necessary to make everyone within the organization be aware of the importance of meeting customer needs, and then to implement activities that actually meet those needs. Thus, Clarion has declared that its basic policy for quality is to “gain customers’ confidence, trust and satisfaction.” Through promoting activities based on this policy, we aim to increase the value of our presence in society.
Losing such hard achieved confidence and trust is easy and happens so very quickly. What’s more, it’s easy to lose trust with just one scandal. We strive with pride to building up customers’ satisfaction in each of our products and their confidence and trust in us so they would say “Clarion, again”. For this reason, Clarion has positioned quality assurance as the utmost priority management issue.
Quality Assurance System
Clarion has established and retains a reliable quality assurance system not only for products of its own brand but also for those with OEM brands, which responds to requirements of end users and OEM partners. As part of the effort, all Clarion manufacturing units, including Thai factory which started operation in April 2012, have acquired certification of ISO/TS16949 which is a standard specifically required by automotive industry for quality management system, based on the international standard of ISO9001.
At the same time, we are in the process of building up organizations responding to ISO26262, which is a safety standard for vehicles. We are thus striving to improve our quality assurance system to “ensure customers’ satisfaction and trust” for our technologies that can promise them safety, security and comfort.
MAX776W Smart Access Ready
Strengthening Quality Assurance Process for Changing Product Fields (Connectivity Business / Safety and Information Systems etc.)
“Smart Access” started its operation from summer 2012. We are building up a new dimension of quality assurance processes for these services, which enable interoperation of diverse applications of rapidly expanding smartphones and vehicle mounted devices and provide customers diverse information, different from those centering on hardware required for conventional products.
Keeping in mind the customer’s trust in our hardware (in-vehicle devices), we are improving the verification of our various smartphone content while striving to strengthen our customer support system globally.
Clarion strives to place the highest priority on technology development and improved product quality, to “improve products and services” for better customer satisfaction through enhancement of “lines of communication between customer and the company” and “feedback system within the company” of the assessed market needs.
Types of Consultations/Inquiries
Communication Lines with Customers
Customer Support is the core communication line with our customers. Customer Service Office deals with customers’ inquiries, requests and complaints, on nation-wide free-dial (Number of calls in fiscal 2015 was about 41,000). Outside of free-dial hours, inquiries by email through our website are possible. The frequently asked questions are categorized and uploaded on the “Product-related FAQs (Frequently Asked Questions)” on our website. As for product categories of inquiries, majority was for car-navigation systems (over 80%).
In the future, Clarion’s Customer Service Office will further enhance its supporting system and organization responding to new requirements from expanded business in “Smart Access”, products for CV (Commercial Vehicles) and Camera products.
Assessment of Customer Needs and System for Feedback within the Company
We try to assess customers’ inquiries, comments and requests, then respond to them promptly and appropriately. Such efforts are summarized in our monthly issue of “Customer Reports.” We hold monthly “CS (Customer Satisfaction) Conferences” in order to share information on improving product function and sales/repair/servicing systems as well as on implementing such improvements.
Furthermore, each of such inquiries and responses are made available for review throughout the company via Intranet as a part of activities of transmission of information.
Additionally, the inquiries, comments and requests of the customers are maintained with dedicated records as “Customers’ Voice” and are communicated to respective departments. We try to reflect customers’ voices with better products and services.
Administration of Personal Information
Specifically, each department appoints a responsible staff member who reports to the Personal Information Protection General Manager and who performs the secure handling of such information through regular audits and interviews. Regarding the management, we have fixed inspections and hearings so that we can plan the thoroughness of our safety inspections. Regular education and training are provided for employees in order to disseminate and raise their awareness of the need for compliance with the Personal Information Protection Law and other laws and regulations.
Clarion has formulated an information security policy to avoid risks associated with information assets and their protection. The risks include, among others, information leakages, loss of corporate credibility through unauthorized use of software, and computer system failures caused by unauthorized access. We have such specific measures as physical control for access to restricted areas of server rooms among others as well as measures of surveillance of introduced software.
With regard to access to information assets, we have technical measures for protection through authorization processes with passwords and encryption of data.
The entire company is receiving education through risk analysis of information assets along with e-learning, and in addition to being more conscious about security, an information security inspection (yearly) and an external public server vulnerability inspection (monthly) is held to detect early signs of problems. We share this information with the Hitachi Group and work on measures together.