Fuji Electric Global

Global

ESGEnhancing Customer Satisfaction

Basic Policy on Customer Satisfaction

Fuji Electric tailors its research and development and manufacturing activities in response to customer needs and commits its full effort to delivering safe, secure, and high-quality products and services. In addition, we approach our customers from a position of earnestness, incorporating their feedback to refine products and services in order to improve customer satisfaction.

Systems for Enhancing Customer Satisfaction

Each business segment caters to different customers. Accordingly, service divisions have been established in all segments. We are also developing global service systems to ensure that we are equipped to satisfy our customers.

The scope of our service operations is being expanded beyond traditional after-sales services. Specifically, we are implementing customer satisfaction promotion activities to create solution services that address the issues faced by customers with Fuji Electric’s products and services. We thereby aim to improve customer satisfaction.

Strengthening the Global Sales and Service

Under the management policies of expanding energy and environment-related businesses and promoting globalization, we are working to strengthen overseas businesses by building foundations for completely localized businesses.

In our Power Electronics Systems business, we established a global services department at the Fuji Electric Manufacturing (Thailand) Co., Ltd. engineering center, dispatched service engineers from Japan to establish a repair system for gas analyzers, and completed standardizing documents such as life cycle support proposals for customers and test reports for service target devices. In addition, we are working to improve the educational infrastructure for national staff to further enhance service quality.

In the Semiconductor Business Group, we set up call centers in China (Shenzhen) and Germany to provide faster global services. The purpose of our overseas call centers is to address customer inquiries and trouble-shooting requests in a timely manner in cooperation with our sales bases and factories. The Chinese call center checks and analyzes industrial module products, including IPM products for air conditioners, and our European call center checks and analyzes electrical module products in addition to industrial module products. These call centers help us strengthen our region-based service capabilities.

In the Power Generation Business Group, we bolstered our sales and technical service systems through bases in the U.S.A, the Philippines, Vietnam, the Middle East, and Indonesia. This move was aimed at allowing for after-sales services pertaining to overseas thermal and geothermal power plants to be more closely coordinated with customers.

We hold remote business meetings and provide technical guidance online to meet the diverse needs of our customers who are unable to visit us due to COVID-19.

In addition, Fuji Electric is utilizing the strength of its insight and experience as a turbine generator manufacturer along with the expertise of its overseas after-sales business companies to promote the onshore and on-site provision of services.

In our Food and Beverage Distribution Business Group, we have been promoting vending machine development mainly in Thailand and Indonesia. Against this backdrop, we have worked to speed up our service responsiveness in order to augment our customer services staff aimed at localizing our services system by providing online training during the COVID-19 pandemic and by enhancing the content on our technology-sharing website for related products.

Going forward, we will continue to expand our global service systems in the pursuit of greater levels of customer satisfaction.

Enhancing Customer Satisfaction Initiatives

Responses to Customers Inquiries

Responses to Customers by Business Group

[Power Electronics Systems Business Group]

Fuji Electric Call Centers respond to customer inquiries about the Company’s plant systems in general. To ensure business continuity in the event of a disaster, we have call centers in two locations—Tokyo Factory and Kobe Factory. These centers respond promptly to customer requests for emergency responses via telephone and website, 24 hours a day, 365 days a year.

With the aim of reducing initial customer contact time, our Call Centers cooperate with field service divisions across the country to ensure smooth customer service. In addition, all of our operators have taken contact center exams to improve their technical skills and dialogue quality. We will continue to building frameworks allowing our customers to contact us with peace of mind.

With respect to our reception information registration system, we have improved network lines linking our Call Centers and Data Centers so they can be automatically switched to backup lines even if cut off in a sudden emergency (unscheduled power outage). This system that allows us to address customer inquiries without interruption at any time.

In fiscal 2020, our Call Centers received around the same number of inquiries as the previous year. In addition, the number of inquiries from overseas (via website only) is increasing year by year. In fiscal 2020, we received 990 such inquiries from 86 countries.

We have centralized the contact point for all inquiries about components, including inverters, servo systems, HMIs, and PLCs, at the Technical Service Center, and we are working to improve customer services by strengthening the process from pre-service to after-sales responses.

The Technical Service Center publishes frequently asked questions (FAQs) on an external website in order to reduce the time and effort required to address customer inquiries. We analyze details of past technical consultations with customers and reflect the results of such analyses in our FAQs to enhance their content.

In addition, we established an e-learning program on our external website to help customers learn about inverters and servo systems—including general information, operating principles, and basic functions—through introductory, basic, and practical courses. The program also introduces case studies of practical applications of inverters and servo systems.

In fiscal 2020, we significantly updated our FAQs about inverters, which included adding new videos. In fiscal 2021, we plan to add new video content as well as enhance and improve FAQs for models other than inverters in order to improve customer satisfaction even further.

In fiscal 2020, our Call Centers received fewer inquiries than the previous year, but the number of hits for FAQs increased 120% year on year. We will continue to improve the level of FAQs and expand video content in order to build a system that can help solve customer issues on demand.

Number of Inquiries to Call Centers in Fiscal 2020 (Systems)

Number of Inquiries to Call Centers in Fiscal 2020 (Systems)

Number of Inquiries to Call Centers in Fiscal 2020 (Components)

Number of Inquiries to Call Centers in Fiscal 2020 (Components)

[Semiconductors Business Group]

The Semiconductors Business Group uses an Internet-based system for customer inquiries to facilitate prompt responses by sharing information between the sales divisions that serve as inquiry venues and factories. After offering immediate response to inquiries, the details of inquiries are shared to relevant divisions for use in refining processes and realizing higher levels of quality for new products. We also establish databases of customer inquiries that can be referenced when similar inquiries arise to shorten the time required for responses and enhance response quality. To reduce the number of incoming inquiries, we analyze inquiries regarding product usage and reflect our findings in application manuals, which are made available on our corporate website.

A total of 2,101 technical inquiries were received by call centers during the fiscal 2020. We are targeting a 5% year-on-year decrease in inquiries in fiscal 2021.

Number of Inquiries to Call Centers in Fiscal 2020

Number of Inquiries to Call Centers in Fiscal 2020

Modules: IGBT modules, intelligent power modules (IPMs), etc.
ICs: Power ICs, automotive power ICs, pressure sensors, etc.
Discrete devices: MOSFETs, IGBTs, bipolar transistors, etc.

[Power Generation Business Group]

The Power Generation Business Group handles plant equipment and is therefore able to easily identify customers and the destinations to which deliveries were made. Accordingly, it has established a framework for communication between customers, sales divisions, and technical divisions to furnish swift responses to sudden occurrences.

In addition, responsibility for each model has been assigned to multiple individuals to facilitate responses to technical inquiries or requests regarding equipment or products from general customers.

In fiscal 2020, the call center of the Power Generation Business Group received a total of 370 inquiries, down by 26 inquiries (7%) year on year.

*Year-on-year changes are listed according to the aggregate items for fiscal 2020 to reflect changes in such items for fiscal 2020.

Number of Inquiries to Call Centers in Fiscal 2020

Number of Inquiries to Call Centers in Fiscal 2020

[Food & Beverage Distribution Business Group]

The venues for repair requests and inquiries for the Food & Beverage Distribution Business Group have been consolidated into the Hatchobori Office in Tokyo. Initial responses to repair requests and inquiries are provided by call center staff. Technical support is handled by members of the Customer Service Section, who are more closely linked to frontline operations and are thus able to provide responses that are more considerate of customer needs.

Furthermore, Fuji Electric has developed a unique knowledge database system that enables the expertise, knowledge, and information held by individuals to be shared for the purpose of call responses. In addition, certain actual products are supplied to call centers in order to enable staff to provide responses while discussing with on-site staff based on a similar level of understanding. Service newsletters (containing information on improving service worker efficiency, technical information, etc.) are published and distributed to help reduce incoming inquiries.

In fiscal 2020, the call center of the Food & Beverage Distribution Business Group received a total of 555,015 inquiries regarding vending machines, store equipment, and currency handling equipment. Of these, 493,229 were repair requests and the remaining 61,786 were other inquiries, which included 21,362 inquiries requiring technical support from Customer Service Section staff.

Number of Inquiries to Call Centers in Fiscal 2020

Number of Inquiries to Call Centers in Fiscal 2020

Vending machines: Cans, cups, tobacco and ice cream, etc.
Currency handling equipment: Change dispensers, etc.
Store equipment: Showcases and other store equipment

Customer Satisfaction Improvement Initiatives

[Power Electronics Systems Business Group]

Because they handle customers’ personal information, our Call Centers have received information security management system (ISMS) certification since 2005. In fiscal 2020, we renewed our certification after undergoing a renewal inspection. We will continue to work constantly to protect the information we receive from our customers from various threats and to ensure that our customers feel secure, trusted, and satisfied.

In an initiative to improve the quality of our responses, we made a test installation of a voice recognition system. Converting voice into text to visualize it and reducing time spent on having customers repeat their inquiries have helped reduce initial customer contact time. We are currently preparing for the full-scale introduction of this system. We are working continuously to address customer inquiries promptly and improve reception quality.

The role of our Technical Service Center is to address component-related inquiries from customers through dedicated primary operators and secondary technical staff operators. Its response rate (number of responses/correspondences received), an indicator of ease of connection, 98% in fiscal 2020.

We are also working to strengthen our sales activities by establishing a system that automatically transfers inquiries from customers to the relevant internal sales representatives and distributors.

[Semiconductors Business Group]

In the Electronic Devices Business Group, we are pursuing higher levels of satisfaction by holding meetings with customers in which we discuss product and service quality through which we seek to work toward quality improvements together with customers.

[Power Generation Business Group]

The Power Generation Business Group works to guarantee that it is able to address various customer requests through efforts to reduce labor requirements, extend product lifespans, increase efficiency, and booster operating rates advanced jointly by sales, technical, and manufacturing divisions.

In Japan, systems are in place to ensure swift and accurate responses to equipment issues, earthquakes, storms, or floods. In addition, responding to our overseas customers’ needs, we provide remote technical guidance online, which enables us to respond to defects, important renewal projects, and regular inspections amid global restrictions on movement during the COVID-19 pandemic.

[Food & Beverage Distribution Business Group]

In the Food & Beverage Distribution Business Group, we hold training sessions for members of call center and customer service staff and effectively share information with them.

Information is promptly shared with regard to matters for which inquiries are expected to increase or have already increased, including those pertaining to new models. In addition, regular training sessions are held to ready employees to provide swift and accurate responses to customer inquiries.

We have introduced online training in order to prevent COVID-19 infections during training sessions.

Education and Training

Sales Skills and Mindset Improvements

Sales Skills and Mindset Improvements Fuji Electric believes that the sales personnel who directly interact with customers have an important role to play in raising customer satisfaction. Accordingly, we conduct ongoing training to increase sales skills and foster mind-sets that are conducive to sales.

In fiscal 2020, we established a new education system in response to COVID-19. We are promoting initiatives centered on training young sales personnel. We have developed and implemented training programs that closely follow the period of growth from newly hired to mid-level employees.

We have also focused on compliance training, as a form of training that will lead to qualitative enhancements to the customer response capabilities of our sales personnel.

Promoting CSR together with Customers

Initiatives with Sales Partners

Fuji Electric is promoting CSR throughout its sales operations, encompassing sales partners as well as in-house divisions.

For sales agents, who play a crucial role in Fuji Electric’s value chain, we are promoting CSR throughout its sales operations to outline the concept of CSR and deepen sales agents’ understanding of Fuji Electric’s approach to CSR and the importance of applying CSR throughout the value chain. Due to COVID-19, we held workshops, study sessions, and information exchange meetings remotely in fiscal 2020, with many of our distributors participating.

In addition, we held briefings and training sessions streamed online explaining Fuji Electric’s policies and products for 42 sales agents nationwide. These activities helped foster an understanding with regard to Fuji Electric’s quality assurance measures and manufacturing activities, which have a low environmental impact, thereby enabling sales agents to recognize that selling the Company’s products can contribute to society.

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