Customer Satisfaction (Quality and Safety Management) | ESG (Environment / Social / Governance) | Sustainability | DMG MORI

Customer Satisfaction (Quality and Safety Management)

We at DMG MORI strive to realize our mission statement, deliver safe and reliable products & services to our customers, and be a trustworthy partner to all our stakeholders such as our suppliers, employees, shareholders, sponsors, and members of society. In order to achieve this, we have defined basic rules in our Quality Policy that all members of DMG MORI Group shall comply with. Our Quality Policy is also accessible on our website. It consists of 11 important items, which will be regularly reviewed and updated in response to changed circumstances.

Fundamental Philosophy

We will strive for the cutting-edge technologies and services, and deliver the new values and infinite possibilities of machine tools to customers around the world.

Principle

As a global corporation continually striving to be the world's largest and most respected international manufacturer of turning centers, machining centers, turn-mill centers, grinders, and processing automation, we will enable our customers to maximize their advantages and excel in their respective markets by continually striving to provide innovative, accurate, and trouble-free machines, automation systems, and digital technology at competitive prices; increase our customers' productivity and efficiency through our latest developments in technology as manifested by our increasingly accurate and progressive manufacturing capabilities; support our customers with our knowledgeable and responsive sales, applications, and service personnel.

11 items

1.Securing safety and quality of our products & services
2.Product liability & basic policy for product safety
3.Fair trade agreements with business partners/suppliers
4.Product safety commitment & customer services
5.Improvement of our products as well as customers' from R&D
6.Security trade control
7.Appropriate and timely disclosure of information
8.Safe and friendly work environment
9.Environment-friendly initiatives
10.Quality management system
11.Quality management education

1.Securing safety and quality of our products & services

【Guidelines】
(We will conform to safety standards from around the world and build safe machines.)
We will take every possible measure to ensure that our products and services meet the safety and quality standards that customers expect.
We will independently develop a system by which to make safety a top priority.
We will listen to the voice of customers to improve the quality and safety of our products and services.

【Specific guidelines】
(We will conform to safety standards from around the world and build safe machines.)
We will take every possible measure to ensure that our products and services meet the safety and quality standards that customers expect.
We will independently develop a system by which to make safety a top priority.
We will listen to the voice of customers to improve the quality and safety of our products and services.

  • 1.We will pay utmost attention to safety in developing and providing products and services.
  • 2.We will strive to improve quality of our products and repair & recovery services as one team under the motto of “quality = customer satisfaction”.
  • 3.In the event of a defect in any of our products or services, we will act quickly. We will promptly report it to the management and keep customers informed of the situation.
  • 4.We will provide products and services that conform to safety standards from around the world.
  • 5.We will establish a product and service quality assurance system.
  • 6.We will provide attentive care for Company Quality Assurance Meeting and PPRs in order to maintain and improve the quality and safety of our products and services of the group. *PPR: Product Problem Report
  • 7.We will carry out customer satisfaction surveys to meet the needs of customers and share the important comments and requests from them among the employees.
    Each of us will engage in quality assurance/improvement activities to increase customer satisfaction.
  • 8.We will promptly provide support for customers 24 hours a day, 7 days a week through the call center.
【Relevant laws in Japan】
Product Liability Law

【Related regulations by DMG MORI Group】
Product Development Management Regulation, Guidelines for Development Plan, Quality Policy, Integrated Management System Manual

2.Product liability & basic policy for product safety

【Guidelines】
(We will strive to further increase our product safety, which is important and the basic principle of the company, and fulfill the social responsibility in order for our customers to be able to use our products with a sense of “safety” and “security” for a “long time”.)
We will determine the basic position towards product liability of the company, aim for a higher level of product safety, provide customers with appropriate information about product safety, and offer them optimal and quick solutions at the time of trouble.

【Specific guidelines】
We will establish the product safety basic policy for the entire DMG MORI group, and act on the policy with the first priority on customer safety and trust.
1.Legal compliance
2.Prevention of misuse by safety design
3.Product safety and after-sales service throughout product life cycle
4.Information disclosure about product safety
5.Quick support at the time of product failure
6.Improvement of quality assurance system

【Relevant laws in Japan】
Product Liability Law

3.Fair trade agreements with business partners/suppliers

【Specific guidelines】
With respect to a subcontract undertaken by a company or sole proprietor with capital of ¥ 300 million or less to manufacture or repair products or to create information-based deliverables or provide services specified by Cabinet Order, we will comply with four obligations and will not engage in 11 prohibited actions, all of which are set forth in the Act against Delay in Payment of Subcontract Proceeds, Etc. to Subcontractors.

An orderer has the following four obligations. They are:
1. to issue purchase orders,
2. to prepare and keep documents,
3. to determine due dates for payment, and
4. to pay penalty interest.

An orderer is prohibited from engaging in the following 11 actions. They are:
1. to refuse to accept goods unreasonably,
2. to delay the payment of subcontract price,
3. to reduce subcontract price,
4. to return goods unreasonably,
5. to drive a hard bargain,
6. to force suppliers to purchase goods or use services,
7. to take retaliatory measures,
8. to make suppliers pay earlier for raw materials supplied with charge,
9. to issue notes or bills that are difficult to be discounted,
10. to demand unreasonable economic benefits or advantage, and
11. to unreasonably demand work to be redone.

【Relevant laws in Japan】
Act against Delay in Payment of Subcontract Proceeds, Etc. to Subcontractors

4.Product safety commitment & customer services

【Guidelines】
We strive to provide innovative, accurate, and trouble-free machines, automation systems, and digital technology at competitive prices.

【Specific guidelines】
We start up and tune up customers’ automation systems at our factories before delivery and provide customers with “turnkey solutions” that can be started immediately after installation.
We also place a priority on after-sales service by service engineers so that our machine will operate “certainly” and “safety” at the customer sites.
We offer training for machine operators of customers’ when we start up their machines at our factories.
This way they will be able to use our products properly with a feeling of security. We also offer portal site service “my DMG MORI” that digitally connects us with our valued customers.
The portal site enables the user to check the service history and technical documents in the past from anywhere.
Furthermore, we started experiments on AI-enabled chatbot support service in addition to the existing service through telephone calls and SNS in attempt to provide better services for customers in the future.

We will carry out customer satisfaction surveys to meet the needs of customers and share the important comments and requests. Every employee participates in quality assurance/improvement activities to increase customer satisfaction.
We will promptly provide support and solutions for customers 24 hours a day, 7 days a week through the call center.

5.Improvement of our products as well as customers' from R&D

【Guidelines】
(We will increase our product quality throughout the whole stage from development & design to manufacturing, and increase productivity and efficiency of customers)

【Specific guidelines】
Our on-machine measurement technology detects a defective condition of parts as well as the dimensions and position.
It is also able to measure vibration and temperature in addition to angles by use of the measuring technology of Magnescale, one of our group company (Koto-ku, Tokyo).
The demand for precision parts is increasingly on the rise as countries in the world aim to achieve strict targets to reduce greenhouse gas emissions.
We will promote 5-axis control and mill-turn machines, and shop automation and digitization.
We will also ensure space-saving shop operation by process integration: machining that conventionally needed four machines now completes on two machines.
We plan on using the digital twin of machines in order for customers to remotely and virtually do machining tests.
Both machining time and surface accuracy errors between a virtual test and a real test will be within a range of +10 percent.
We will continue to provide reliable products for customers in such an innovative way.

6.Security trade control

【Guidelines】
(As a global company, we will comply with laws and regulations relating to export control.)
We recognize that the maintenance of international peace and security is an integral part of corporate activities.
We will strictly carry out export control to ensure that the export of our technology or products will not contribute to the development or manufacture of conventional weapons or weapons of mass destruction (i.e. nuclear weapons, chemical weapons, biological weapons, and missiles).
(For the purpose of preventing illegal export, we strictly carry out export control by installing the function that detects relocation of machines, stops them from operating and being moved from the installation area.)
Our Export Control Committee consists of all the board members and is chaired by President and Representative Director.
The Committee stipulates and amends internal rules, such as the "DMG MORI Export Control Program", and appoints persons in charge of operation.
Export Control Office is responsible for operation of the program.
They evaluate customers and make applications for export licenses to the Ministry of Economy, Trade and Industry.
In DMG MORI’s export control system, every item to be exported or technology to be supplied to overseas must obtain an approval by Export Control Office, and training on export control is given to every level of employees. Besides, the Internal Audit Department conducts the audit of the operation.

【Specific guidelines】
  • 1.We will comply with export laws and regulations including the Foreign Exchange and Foreign Trade Act in exporting goods and providing services that are regulated by such laws and regulations.
  • 2.We are fully aware that the export of goods or technology that is regulated by such laws and regulations is subject to the approval of the Export Control Department.
  • 3.We will carry out pre-export inspection and post-export control for sure to eliminate concerns over military use.
  • 4.We will comply with the DMG MORI Co., Ltd. Export Control Programs.
【Relevant laws in Japan】
Foreign Exchange and Foreign Trade Act, Export Trade Control Order, and Foreign Exchange Order

【Relevant company regulations】
Office Regulations, DMG MORI Co., Ltd. Export Control Programs, and DMG MORI Co., Ltd. Export Control Programs Detailed Enforcement Regulations

7.Appropriate and timely disclosure of information

【Guidelines】
(We will proactively and fairly disclose the corporate information.)
Enhancing corporate governance and management monitoring functions is the first priority for DMG MORI, because it leads to higher transparency of our business to the entire society including our shareholders, investors, customers and business partners, employees, and members of communities, and to make our business operations fair and efficient.
We will appropriately and timely disclose the facts and financial information that have a significant impact on investors’ decisions.

【Specific guidelines】
  • 1.Appropriate and timely information disclosure to shareholders and investors
    We will disclose the corporate information in an appropriate and timely manner, and provide our shareholders and investors with the corporate management information including the mission statement, management policy, earnings performance, and dividend policy; and consolidated financial statement and departmental information prepared in response to globalization and diversification of the business. Also, we will sincerely listen to opinions and criticism from our shareholders and investors.
  • 2.For stakeholders
    We will disclose information about our financial status, environmental initiatives, social contributions and other corporate topics in various reports such as Annual Report in a continuous and easy-to-understand manner. We will also disclose disadvantageous information about the company when necessary.
  • 3.Disclosure Information Control Committee
    As a part of the internal control system, we established the Disclosure Information Control Committee with the Executive Officer of the Administrative HQ as the chairman in 2005. It is an advisory body for decision-making about disclosure information, aiming to increase transparency and soundness of the business management.
  • 4.J-SOX
    DMG MORI has established the J-SOX section under the Internal Auditing Department in October 2005, preceding the governmental regulations for the new internal control report system over financial reporting in accordance with the Financial Instruments and Exchange act (J-SOX). Since then, we have successfully developed and operated an internal control system in line with the legal framework, inside and outside the group. Our internal audit section operates J-SOX with its AG counterparty. Together with the evaluation results of AG, we are audited by our Financial Auditors and prepare a joint report on the internal control system of the entire DMG MORI group.
【Relevant laws in Japan】
Companies Act, Financial Instruments and Exchange Act, Tokyo Stock Exchange Rules

【Relevant company regulations】
Disclosure Information Control Committee regulations

8.Safe and friendly work environment

【Guidelines】
We will do our best to ensure the safety, good heath, and well-being of our employees and to prevent industrial accidents.
One of our top priorities is to ensure the safety, good heath, and well-being of our employees.
We will instill the safety first principle and safety culture into the workplace, and ensure that occupational health and safety measures will be promoted autonomously within the organization.
We will listen to our employees' requests and provide a comfortable environment in which to work.

【Specific guidelines】
In order to ensure the safety, good heath, and well-being of our employees and provide a comfortable environment in which to work, we will:
  • 1.promote the activities of a health and safety management organization,
  • 2.formulate annual health and safety activity plans,
  • 3.conduct health and safety training,
  • 4.implement routine health and safety activities,
  • 5.voluntarily develop an occupational health and safety management system,
  • 6.take occupational hygiene measures,
  • 7.promote emotional and physical well-being, and
  • 8.voluntarily provide a comfortable workplace.
【Relevant laws in Japan】
Labor Standards Act, Industrial Accident Compensation Insurance Act, Occupational Safety and Health Act, Worker Dispatching Act, Fire Service Act, Building Standards Act, Health Promotion Law, Pneumoconiosis Act, and Working Environment Measurement Act

【Relevant company regulations】
Office Regulations, Occupational Safety and Health Policy, and Integrated Management System Manuals

9.Environment-friendly initiatives

【Guidelines】
We will use as little energy as possible in building machines and develop recyclable machines.
We will also build resource-saving and energy-saving machines and achieve carbon neutrality.

【Specific guidelines】
We will:
  • 1.as a responsible and environmentally-conscious manufacturer, reduce energy consumption in our business activities, use resources effectively, and prevent environmental pollution,
  • 2.use resources and energy carefully and produce environmentally-friendly products,
  • 3.raise our employees' environmental awareness and as a responsible corporate citizen comply with environmental laws and regulations and legal requirements that apply to us and support environmental policy, and
  • 4.aim to disclose information relating to environmental protection.
    Relevant laws in Japan
  • 5.achieve carbon neutrality throughout the supply chain (Scope 1, 2 & 3) in March 2022.
  • 6.acquire certifications of “Eco First Program” (as an Eco First company) and “Science Based Targets.”
【Relevant laws in Japan】
Environmental Basic Act, Global Warming Solutions Act, Ozone Layer Protection Law, Energy Saving Act, Law for the Promotion of Utilization of Recycled Resources, various recycling laws, Wastes Disposal and Public Cleansing Act, Air Pollution Control Act, Water Quality Pollution Control Act, Soil Contamination Countermeasures Act, Noise Regulation Act, Vibration Regulation Act, Offensive Odor Control Act, Sewerage Service Act, Factory Location Act, and Pollution Prevention Managers Act

【Relevant company regulations】
Environmental Policy and Integrated Management System Manuals

10.Quality management system

We acquired ISO9001, the international standard for Quality Management System, in 1999. We also gained ISO14001 for Environmental Management System in 2001, and OHSAS18001 for Occupational Safety and Health Management System in 2002.
*For the occupational safety and health management system, the certification was shifted to ISO45001 from OHSAS18001 in November 2020.

Based on the company’s “Quality Assurance Basic Policy,” we will make daily improvements on product quality and safety and customer service system and process through TQM*, QMS and QC circle activities and work hard in attempt to increase customer satisfaction.

*TQM: Total Quality Management

11.Quality management education

Quality management activities at every phase of the production process are key for us to prosper with customers and partners.
The activities are relevant to various factors such as employees’ awareness and improvement capability towards quality management; leadership and motivation of the individuals; and the organizational system that motivates them.
The most basic and important are knowledge and experience.

All the employees at the quality divisions, the Manufacturing and Development Companies, and headquarters will share and understand knowledge and experience about quality management activities.
This should lead to meaningful QC circle activities, higher machine shop performance, and improvement and acquirement of skills.
We have worked on TQM activities and encouraged the employees to take and pass the Quality Management and Quality Control Examination* since 2020 so that they could increase their thinking abilities and improvement performance by acquiring quality management skills and putting them into practice.

*Quality Control Examination: Written exam conducted across the nation to objectively evaluate one’s knowledge about quality management.
Hosted by Japanese Standards Association and Union of Japanese Scientists and Engineers.