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 | FY2024 | FY2023 | |||||||
|---|---|---|---|---|---|---|---|---|---|
| Base Year |
Target | Deadline | Base Year |
Target | Deadline | Result | |||
| Sagawa Express |
FY2023 | Response quality | Improve from previous year | March 31, 2025 | FY2022 | Response quality |
Improve from previous year | March 31, 2024 | 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 | 88.9% |
| (2) Complaint rate (other) | Improved | 79.7% | |
| Freight quality | (3) Rate of accidents occurred when freight is sent | Target not achieved | 101.1% |
| (4) Rate of accidents occurred when freight arrives | Target not achieved | 100.8% | |
| Time quality | (5) Morning commercial delivery rate | Target achieved | 101.1% |
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. 60 items in all sales offices nationwide. Internal auditors are qualified personnel within the company (approx. 3,000 qualified) | ◯ | |||