Relationships with Society

Quality Management

Quality philosophy

We, the Dexerials Group, under our corporate vision of “Value Matters Unprecedented innovation, unprecedented value” contribute to our customer’s product value, through explore technologies, and provide high quality products and services.

Basic Policy

We challenge activities in all process of development, design, production and service to realize more attractive quality.

  • 1.
    We provide safe and reliable products, and services.
  • 2.
    We comply with relevant laws and regulations, agreement with customers, and internal standards surely.
  • 3.
    We practice steadily implementing activities to reduce risks and preventive activities.
  • 4.
    We improve professional standards and develop human resources by on the job training and education.
  • 5.
    We ensure to utilize quality management system and improve effectiveness.

Quality promotion system

Dexerials has established a process management system led by top management in order to conduct business activities in compliance with quality management systems and ensure compliance with laws and regulations and customer requirements.
Cross-organizational activities and cooperation are indispensable for achievement of the quality business plan and for realization of products. Each unit of activities that requires cooperation is designated as a business process, which is the unit for management responsibility.
In order to monitor and improve Dexerials’ quality initiatives, including preventing and responding to serious quality issues, quality KPIs are set at two levels: the company-wide level and the business process level. We are conducting activities that lead to the achievement of the quality KPIs by implementing a two-stage PDCA cycle at the company-wide level and the business process level.
Quality KPIs set for each business process are drilled down to improvement targets and measures of each organization and used for judging the results of implementation of the measures and initiatives corresponding to risks and opportunities.
Quality KPIs set for the company-wide level are managed as indicators for measuring the degree of achievement of the quality business plan and are used for monthly progress review and management review at the end of a fiscal year to judge whether activities conducted in the year yielded positive results.

Process management operation chart
Process Management Structure

Acquisition status of quality management system certification

All Dexerials Group manufacturing plants have acquired the international standard for quality management systems, ISO 9001 certification, as the basis of business activities such as design, development, manufacturing, and quality assurance in order to implement the quality philosophy and basic policies.
Also, with the expansion of business in the automotive domain and medical domains, etc., we have established quality assurance systems that respond to the particular customer requirements and regulations of each business domain. In the automotive domain, we have acquired the automotive industry standard IATF 16949 for individual products in order to maintain the high quality and reliability that is required for automobile parts. We also comply with the VDA standard (German Association of the Automotive Industry standard) in order to satisfy the requirements of our customers. In the medical domain, we have acquired the medical devices standard ISO 13485 that emphasizes reliable quality and compliance.

ISO9001 Acquisition status of quality management system certification
Organization Site Certification registration
Dexerials Corporation Headquarters 3790996
Tochigi Technology Center
Kanuma Factory No.1
Kanuma Factory No.2
Nakada Plant
Tagajo Branch
Consolidated affiliates of Dexerials Corporation
Dexerials America Corporation 38206-2011-AQ-USA-RvA
Dexerials Europe B.V. NL012504-1
Dexerials (Suzhou) Co., Ltd. CNBJ312234-UK
IATF16949 Automotive Quality Management System
Organization Site Certification registration
Dexerials Corporation Kanuma Factory No.1 353001
Kanuma Factory No.2 299078
ISO13485 Medical Devices Quality Management System
Organization Site Certification registration
Dexerials Corporation Headquater MD665939
Tochigi Technology Center
Kanuma Factory No.2

Product Safety

In line with our basic policy of making product safety the top priority, we test our products for compliance with a range of product safety standards and acquire the relevant certifications to ensure that products are safe for customers to use with complete confidence. Regarding the essential international standard, the UL standard (safety standards established by UL LCC, a company that enacts safety standards and conducts tests and certification), in particular, not only did we respond to the demand from customers for certification registration but also we have proactively received certification for various products in the Dexerials Group as we continue to supply safe products at the parts level.
As many of our products are in a liquid form, in order to accurately communicate product safety information to customers, Dexerials has introduced a dedicated system for preparation of safety data sheets (SDSs) and provides SDSs compliant with laws and regulations in Japan and abroad.

Internal Development of Quality Control Technology

The Dexerials Group has proprietary, sophisticated production facility design technology, which is one of the Group’s strengths.
In terms of quality control, we have vigorously introduced production inspection facilities and screening methods that do not rely on manpower.
As an example, on the film product production line (Roll to Roll production method of performing continuous production by using roll-shaped materials), we have introduced a system that performs control by feeding the results of the line condition measured in real time by using high-speed line sensor cameras and image processing technology back to the manufacturing conditions. In thin-film processing, Dexerials has further refined its quality control technology, which is one of its strong points, and achieved constant high quality and high productivity.
Also, Dexerials is proactively promoting initiatives toward production technology reform, such as an attempt to analyze accumulated big data on measured values and apply the data to improve the accuracy of tests and the introduction of AI cooperative robots with the aim of improving quality and efficiency.

Quality Communication

In the event of quality issues that could impact stakeholders, including where there is the threat of serious quality issues and product incidents occurring, a system is in place whereby the relevant corporate department promptly reports the situation to top management so that appropriate response measures can be taken.
Regarding returns and recoveries due to complaints made by customers, an analysis is performed by specialist technical staff with advanced analytical skills, and the analytical reports and follow-up measures are promptly implemented. For defects whose causes are difficult for customers to identify, we provide technical support for the investigation of the causes using our sophisticated analytical capabilities.

Quality issue escalation flow

Technology Education and Human Resource Development

At Dexerials, based on the human resource strategy with the objective of developing specialists, we are developing human resources who have excellent quality management capabilities.
We have produced a road map for quality training that clarifies the quality management standards required in each post in a wide range of levels, from new employees to specialist technicians, and training that covers the basics through to expert knowledge is provided for all divisions.
Employees who wish to improve their quality management capabilities are provided with opportunities to take the Quality Management and Quality Control Examination (examination regarding knowledge of quality control held by the Japanese Standards Association) that objectively determines the level of knowledge regarding quality. We provide opportunities to learn corresponding to the needs of managers engaged in quality management at workplaces and workplace leaders.
Training programs at manufacturing sites include “manufacturing basic training” centering on the necessary approaches to engage in manufacturing, “manufacturing technical training” to learn improvement techniques, and “manufacturing management training” to learn daily management at work locations. In addition, to enhance skills for maintenance and preventative maintenance of production facilities, we conduct on-the-job training (OJT) for self maintenance. Employees are also encouraged to acquire the machine maintenance technician qualification (national qualification attesting to machine maintenance skills).
In order to prevent corporate scandals related to quality that have been an issue recently, Dexerials provides all employees training on compliance regarding quality and corporate ethics, which is the basis of correct decisions and actions.
In particular, we encourage young employees to participate in various QC circle presentations held externally, factory tours, and lectures, which are excellent opportunities to learn from the good initiatives of other companies, so as to enhance the level of our quality management.

Quality training road map

Initiatives toward improving customers satisfaction

At Dexerials, on the basis of the Corporate Philosophy, “Integrity Have Integrity and Sincerity,” we utilize customer opinions in product quality, and, in order to provide products that gain customer satisfaction, we engage in improvement activities from various angles, including pricing, delivery, technical capabilities and product capabilities, in addition to product quality itself and product safety.

Systems to increase customer satisfaction

At Dexerials, we conduct analyses of information gathered from the Sales Division that regularly communicates with customers, which is used in measures to improve customer satisfaction. We have constructed a system of close cooperation between relevant departments in order to more quickly connect real-time customer opinions to product development and quality improvement.

System to increase customer satisfaction

Activities to increase customer satisfaction

Prompt response by means of customer-based activities

From customer satisfaction surveys conducted until now, we have acquired evaluation results to gain great trust from a deeper mutual understanding with a customer focus and from taking prompt measures that anticipate customer needs. Based on this, we are engaging in activities that deepen the relationship of mutual trust with customers by planning horizontal expansion so that customer-based activities can be conducted across multiple product categories.

Survey of specific details about claims made and implementation of improved quality measures

Regarding the various claims made by customers in connection to quality, we conduct detailed surveys regarding defective products, the status of the defect, the status of handling by customers, response to replacement items, and customer response after the countermeasure, etc., and we take comprehensive countermeasures across all product categories based on the results. This leads to greater quality as we share this information throughout the company and promote the horizontal expansion of improvement measures, etc.