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
Boundary	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
Response quality	(2) Complaint rate (related to time)	Improved
Freight quality	(3) Rate of accidents occurred when freight is sent	Achieved target
Freight quality	(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
Frequency	Name	Purpose	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)				◯