Quality
Policies, Systems and Initiatives
Goals and Results
Medium- to Long-term Goal
Boundary | Medium- to Long-term Goal |
---|---|
Sagawa Express | Maintenance and improvement of service level |
Fiscal Year Targets and Results
Boundary | FY2025 | FY2024 | |||||||
---|---|---|---|---|---|---|---|---|---|
Base Year |
Target | Deadline | Base Year |
Target | Deadline | Result | |||
Sagawa Express |
FY2024 | Response quality | Improve from previous year | March 31, 2026 | FY2023 | Response quality |
Improve from previous year | March 31, 2025 | As shown in the table below |
Freight quality |
Achieve National unified target | Freight quality |
Achieve National unified target | ||||||
Time quality |
Achieve National unified target | Time quality | Achieve National unified target |
Quality items (Sagawa Express) | Scope | Result | Incidence occurrence rate (delivery accomplished rate) YoY (%) |
---|---|---|---|
Response quality | (1) Complaint rate (related to responses) | Improved | 85.9% |
(2) Complaint rate (other) | Improved | 92.9% | |
Freight quality | (3) Rate of accidents occurred when freight is sent | Target not achieved | 95.9% |
(4) Rate of accidents occurred when freight arrives | Target not achieved | 96.5% | |
Time quality | (5) Morning commercial delivery rate | Target achieved | 100.9% |
Quality Checks by Function (Sagawa Express)
Frequency | Name | Purpose | Participants/Persons in Charge | |||
---|---|---|---|---|---|---|
Head Office | Branches | Sales Offices | Internal Auditors |
|||
Weekly | Quality report at companywide morning meeting | Report the state of achievement of quality items (see the above). Immediately respond if there are any problems. | Directors Genral Managers | Branch Managers | Sales Office Managers | |
Monthly | Nationwide branch office manager meeting | Report achievement status on quality items. Immediately responsd in the event of a problem. | Directors Genral Managers | Branch Managers | Sales Office Managers | |
Annually | Internal audit | Check quality of over approx. 50 items in all sales offices nationwide. Internal auditors are qualified personnel within the company (approx. 3,000 qualified) | ◯ |