The SG Holdings Group believes that quality underlies safe and secure services. To deliver service quality responding to the trust of customers and employees, we are establishing systems and mechanisms that improve quality according to the characteristics of each Group company.

The Group has built quality management systems to match the characteristics of each Group company. For example, Sagawa Express, which is the core of the Group, has established a Quality Assurance Department in its head office, and also appointed quality managers at its branches and sales offices nationwide. These officers work on maintaining and inproving quality by periodically checking quality standards.

Sagawa Express conducts quality management based on ISO 9001. The company has established the five quality items below, and each month it tracks numerical targets for each branch office and sales office for response quality and unified nationwide for freight quality and time quality. In the event a problem arises with these quality items, this is shared across branches and sales offices in the weekly companywide morning meeting to ensure action is taken immediately. Internal audits of all sales offices in Japan are conducted annually to check about 60 items. We currently have approximately 3,000 internal auditors who hold internal qualifications.

Sagawa Express has established a Customer Service Sections in each of its sales offices to create a system for swiftly responding to requests from customers. Furthermore, comments and requests made by customers via the Website or over the telephone are utilized by the Quality Assurance Department in Head Office in order to improve customer satisfaction.