SGH

Quality

Policies, Systems and Initiatives

Policies, systems and initiatives related to quality

Goals and Results

Medium- to Long-term Goal

Boundary Medium- to Long-term Goal
Sagawa Express Maintenance and improvement of service level

Fiscal Year Goals and Results

Boundary FY2021 FY2020
Base
Year
Goals Deadline Base
Year
Goals Deadline Result
Sagawa
Express
FY2020 Response quality Improve from previous year March 31, 2022 FY2019 Response
quality
Improve from previous year March 31, 2021 As shown in the table below
Freight
quality
Achieve Japan-wide uniform target Freight
quality
Achieve Japan-wide uniform target
Time
quality
Achieve Japan-wide uniform target Information quality Achieve Japan-wide uniform target
Quality items (Sagawa Express) Scope Result
Response quality (1) Complaint rate (related to responses) Improved
(2) Complaint rate (related to time)
Freight quality (3) Rate of accidents occurred when freight is sent Achieved target
(4) Rate of accidents occurred when freight arrives Achieved target
Information quality (5) Rate of input to PDT on delivery in progress Achieved target

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 60 items in all sales offices nationwide. Internal auditors are qualified personnel within the company (approx. 3,000 qualified)