The Kureha Group continually reviews and improves its quality management system, while enhancing education about quality for its employees and collaborative activities with partner companies, aiming to realize and maintain a high level of quality (Kureha quality) that customers feel the value of. In addition, we have established mechanisms and an in-house examination system to ensure that safe and reliable products are delivered to our domestic and overseas customers.

To provide goods and services that further satisfy our customers, we have established a quality policy, operate according to the international standard ISO 9001 quality management system, and engage in daily management and improvement efforts. We are also strengthening our quality assurance system and promoting and enhancing education about quality.

As for household products, we created our Customer Support Policy in accordance with the Quality management—Customer Satisfaction—Guidelines for complaints handling in organizations (ISO 10002/JIS Q 10002). We rely on this policy not only for consistent customer service, but also continual improvement of customer service and customer satisfaction. We have also introduced an information management system called the Customer Feedback Flow System in order to promptly and appropriately respond to customer feedback and complaints about products and reflect them in new product development.
Here at Kureha, each one of us takes our customer feedback seriously, setting and steadily achieving goals which help us provide products that bring maximum customer satisfaction.

Kureha acquired ISO 9001* certification in fiscal 1995, and have continued to operate and maintain a quality management system. We have developed internal rules in accordance with ISO 9001 for every stage from product design and development to sales, and we work hard operating and making improvements to the appropriate system so that customers can be provided with safe products and feel good about using them.

Complaints, requests, and inquiries from customers who use our household products are handled by the Customer Service Office, which manages information using the Customer Feedback Workflow and shares it with relevant departments such as the development, manufacturing, and quality assurance departments to promptly respond to complaints that have included a request for investigation.

The Customer Service Office manages complaints, comments, requests, and inquiries from customers who use our household products. We share the real voices of our customers with relevant departments, such as the development, manufacturing, and quality assurance departments, and to promptly respond to complaint cases with requests for investigation.

Our customers' and society's interest in quality control is on the rise, and the accuracy of quality inspections is becoming even more important. Our quality assurance staff has been visiting the quality assurance departments of our Group manufacturers to conduct audits and surveys since fiscal 2019 with the aim of improving the level of quality control throughout Group companies. These activities not only provide a good opportunity to be inspected from an external perspective, but also provide an opportunity to uncover issues common to all Group companies through the exchange of opinions and to identify the direction of activities for improvement.

The prevention of foreign material contamination is a quality control issue of the highest importance that is fundamental to our customers' trust, because our products include food packaging materials such as NEW Krewrap. From the purchase of raw materials to when products are placed on store shelves, each and every employee must act with a heightened awareness of never allowing foreign material to be mixed in, and a strong sense of responsibility and awareness for working in the food packaging materials industry. We strive to raise awareness of quality control and improve facilities through a variety of initiatives.

We follow established internal rules regarding safety examinations to ensure compliance and safety. Since we offer a wide range of products from household items to industrial products, we check for a variety of factors such as field of use, target customers, and methods of manufacturing, quality control, transportation, and use. Raw materials used in products, changes in manufacturing processes, changes in export destinations, and samples provided are also subject to examinations. We also put ourselves in the customer's shoes while examining SDS, labels, product catalogs, and other provided information in order to provide safe, reliable products both inside and outside of Kureha.
For example, the status of examination concerning the content of documents such as product packaging, catalogs, and advertising materials is as follows.