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 in branches and sales offices nationwide. These quality managers aim to maintain and improve quality by periodically checking the level of service.
Goals and Results
Medium- to Long-term Goal
|Boundary||Medium- to Long-term Goal|
|Sagawa Express||Maintenance and improvement of service quality|
Fiscal Year Goals
|Boundary||FY 2021||FY 2020|
|Base Year||Goal||Deadline||Base Year||Goal||Deadline||Result|
|Improvement from previous year||March 31, 2022||FY
|Improvement from previous year||March 31, 2021||As shown in following table|
|Achievement of nationwide goal||Freight
|Achievement of nationwide goal|
|Achievement of nationwide goal||Information quality||Achievement of nationwide goal|
|Quality Item (Sagawa Express)||Scope||Results|
|Response quality||(1) Rate of occurrence of claims (related to response)||Improved|
|(2) Rate of occurrence of claims (related to time)|
|Freight quality||(3) Rate of occurrence of outbound freight accidents||Achieved goal|
|(4) Rate of occurrence of arriving freight accidents||Achieved goal|
|Information quality||(5) Rate of input of packages taken out into PDT||Achieved goal|
Sagawa Express, the core of the Group, is conducting activities to improve quality in terms of three categories: response quality, freight quality, and information quality. In fiscal 2020, even as the number of packages handled increased, improvements were made in all categories. To respond to the diversification of customer needs and growing demand for higher quality, we will continue to sincerely listen to customers' voices while complying with existing quality standards, endeavoring to further improve customer satisfaction.
Compliance with Quality Items (Sagawa Express)
Sagawa Express conducts quality management based on ISO 9001. The company has established five quality items above, and each month it tracks numerical targets for each branch office and sales office for response quality and unified nationwide for freight quality and information 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 over 60 items. The internal auditors are qualified personnel within the company, who currently number approximately 3,000 employees.
|Frequency||Name||Purpose||Participants and Personnel in Charge|
|Head office||Branches||Sales Offices||Internal Auditors|
|Weekly||Quality report at companywide morning meeting||Report the state of achievement of quality items. Immediately respond if there are any problems.||Directors General Managers||Branch Managers||Sales Office Managers|
|Monthly||Nationwide Branch Manager Meeting||Report the state of achievement of quality items. Immediately respond if there are any problems.||Directors General Managers||Branch Managers||Sales Office Managers|
|Annually||Internal audit||Check quality of over 60 items in all sales offices nationwide. Internal auditors are qualified personnel within the company (approximately 3,000 qualified employees)||yes|
Mechanisms for Fully Applying Customer Feedback (Sagawa Express)
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 to improve customer satisfaction.
Mechanic Contest (SG Motors)
SG Motors, which operates vehicle maintenance, vehicle sales, and body manufacturing businesses, holds a Mechanic Contest in which mechanics from each site compete based on their vehicle inspection and diagnosis skills and knowledge. The competitors representing each site are ranked according to their total scores on written and practical tests.
Forklift Operator Skill Contest (Sagawa Global Logistics)
Sagawa Global Logistics, which operates a logistics business in Japan, holds a Forklift Operator Skill Contest. The purpose of the contest is to improve the safety awareness of forklift operators and to improve their operating skills and inspection skills.
Providing Safe and Secure Services