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 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) | ◯ |