The Sony Group Code of Conduct, established in May 2003, compels Sony to continuously seek ways to comply with or exceed legally mandated standards in all aspects of its business activit
Trang 1Sony’ s TQM Philosophy
“Do what has never been done before." "Always stay one step ahead." These expressions have
underscored the corporate philosophy since the very beginning, and have always represented the backbone of Sony's design philosophy of "building high-performance, easy-to-use and beautiful products with a distinctive Sony flair." This is the philosophy behind the long line of Sony
Since the start of its operations, Sony has given top priority to providing customer oriented, high-quality products and services as an operating foundation
This philosophy is set forth in the Founding Prospectus drafted in 1946 by Sony's co-founder, Masaru Ibuka.
The Sony Group Code of Conduct, established in May 2003, compels Sony to continuously seek ways to comply with or exceed legally mandated standards in all aspects of its business activities to ensure the safety and satisfaction of customers who use its products and/or services.
To instill this philosophy more firmly, in January 2007 Sony formulated the Sony Pledge of Quality, which lays out Sony's basic policy on product and service quality in the Electronics business.
Commitment to TQM
Quality
Sony’s customers demand and warrant quality products and support The objective of our quality policy is to furnish state of the art products quality products, and at the right value Attaining these objectives leads to customer satisfaction and enhanced business opportunities
To reach our objectives, we maintain a constant focus on quality with full support from top management and employees
Quality Mission
We, the employees and management of Sony Corp, are dedicated to customer satisfaction through our commitment to Total Quality Management and continuous improvement in our supply chain, products, and customer service
Quality Policy
Trang 2When establishing the Quality Policy, top management considers the expected levels of
customer satisfaction, the needs of other interested parties, opportunities for continual
improvement, and resources required The Quality Policy provides a framework for establishing and reviewing quality objectives The Quality Policy is communicated to all levels of the
organization It is periodically reviewed by management and revised for continuing suitability
Responsibility to Implement TQM
Sony Implements TQM first to senior level executives in order for proper implementation Senior management oversight and attention to improving product service quality and safety, also having a timely responses to problem is what Sony strives for
Sony enlists TQM consultants They audit the company in its current state, suggest areas of improvement and provide training to key employees who can then pass along
Sony also empower the employees to identify needed changes, with the knowledge that
management values their ideas
Appointing personnel within each product and business group who are ultimately responsible for quality, to spearhead initiatives in the areas for which they are responsible
Sony's president and top management from each business group, including manufacturing and marketing executives from the Electronics business, to discuss and set policies, strategies and key measures relating to product quality
Quality Communication thru Employees
Gather product quality-related information
Reports of problems
Opinions from Sony Group employees
Send messages to the Product Quality Information Channel website
Trang 3Can be done during the course of their work.
Product Quality Information Channel investigates the information received it proposes and introduces measures to avoid potential problems and prevent previous problems from
recurring
As of March 2009, Sony had received more than 1,200 reports since the establishment of the Channel
The diverse range of information received has included proposals to make products and
manuals more user-friendly, and has also led to more than 790 improvements
Quality Communication thru Customers
Sony makes active use of customer feedback to improve our products
Complaints, suggestions, ideas and reports of malfunctions received from customers at the Customer Information Center after purchase are promptly and accurately evaluated and
disseminated to the planning and design groups so that improvements in product quality can be made in a timely fashion
TQM and its Effect on the Company Culture
Trang 4Sony culture emphasizes “a spirit of freedom and open-mindedness “ and a fighting spirit to innovate
Believing its employees to be the most important aspect of its corporate foundation
Sony values communication between management and employees
Essential in conveying management policies to employees a
Encouraging employees to voice their opinions
Acknowledges that providing its customers around the world with dream-inspiring products depends on its ability to maximize the potential of its employees everywhere
TQM and its Effect on the Organization
Sony achieves environment award
Sony Corporation of America achieved the ISO 14001
Environment award with the assistance of TQM
The certification covers all 73 of Sony Corporations in North America
Sony’s commitment to environmental causes is impressive
Sony’s Quality Management Control System
Business managers in Sony has maintained the company’s position as a leading manufacturer of video and audio equipment.- Not sure how this ties in
Sony introduces new product quality improvement measures into all processes, from
development, planning design and manufacturing to sales and service activities
Trang 5When Sony Electronics wanted to further improve the quality of their monitors and laptop computers they trained internal staff to implement a Six Sigma TQM program
TQM and its Effect on People
As a result of the TQM philosophy, many programs have came into place, affecting the
customer and employees of Sony
Customer Focus
Higher customer satisfaction
Identify and meet customer needs
Stay tuned to changing needs, e.g fashion styles
Sony focuses on it’s customers, acknowledging that they would not be in business if not for customers
Employee Empowerment
Ensure senior management oversight and attention to improving product and service quality and safety
Appoint personnel within each product and business group who are ultimately responsible for quality, to spearhead initiatives in the areas for which they are responsible
Part of Sony’s TQM philosophy is to empower all employees to seek out quality problems and correct them
Workers are empowered to make decisions relative to quality in the production process.
Team Approach
TQM stresses that quality is an organizational effort
Facilitate the analyze and solve of quality problems
Trang 6TQM and its Effect on Processes
TQM focuses on identifying root causes of quality problems and correcting them at the source
Continuous Improvement
Continuous learning and problem solving
Hold regular Quality Strategy Meetings to discuss and set policies, strategies and key
measures relating to product quality
Formulate corporate quality standards applicable to Sony's electronics products, focusing on such criteria as product safety and performance, labeling and service
Sony responds swiftly when a problem arises by investigating the facts and taking
appropriate action
Sony recognizes that ensuring our customers' trust, confidence and satisfaction is the most important crucial management task and strives to prevent quality-related problems through the systems and efforts described previously
To ensure its ability to provide high-level services worldwide, Sony conducts extensive, global training programs for all Sony employees who serve customers, as well as the staff of partner companies
The plan–do–study–act (PDSA)
Benchmarking
Cause-and-Effect Diagrams
Checklist
TQM and its Effect on Systems
To ensure that the TQM Philosophy stays true and up to date, system have been put in place Control Systems
Sony has established and advanced a project management system for the group-wide quality enhancement initiative
Trang 7Strengthened rules worldwide from September 2006 to ensure prompt reporting to the Product Safety and Quality Officer
Sony has established an in-house product safety assurance capability for examining product safety from a medical perspective, to help ensure that Sony products have no adverse effects
on human health
From 2009 forward, Sony has established a new quality reliability laboratory which focuses
on further enhancing the safety and long-term reliability of its products
Sony has created an internal information security team comprised of individuals assigned to each business group
The Customer Information Centers provide prompt responses to customer needs every day of the year
Sony also uses the Internet to communicate with customers Sony uses customer feedback in enhancing its Internet-based customer services
Sony makes active use of customer feedback to improve our products
TQM Affects Customers
TQM has made the employees feel that they are responsible for customer satisfaction.
With reliable products that the customers can use with confidence “and heartfelt customer service with a personal touch.
Sony has recognized that ensuring customer’s trust and confidence is the most important and crucial management task TQM has implemented.
Sony responds swiftly when a problem arises by investigating the facts and taking the
appropriate action.
TQM Affects Suppliers
Trang 8TQM consultants can help implement lean for the company’s selected suppliers, who will be benefited with a lower cost of production and be able to offer you goods at a much lower price
Shared with TQM’s supplier management experts, Sony learned from their experiences of working with them helped Sony to manage their suppliers effectively, and turn customer’s wish list into reality
SONY’S BELIEF IN MANAGEMENT:
Suppliers are production extension
Supplier management is one of the cores of strategic planning
Aligned business goals and objective are basis of successful relationships with suppliers
Lean Manufacturing is the key to cost reduction for the corporation and their suppliers
Sony: The Leader in Product Innovation
The company has been at the cutting edge of technology for more than 50 years
Sony innovations have become part of mainstream culture
First magnetic tape and tape recorder in 1950
Transistor radio in 1955
World’s first all-transistor TV set in 1960
World’s first color video cassette recorder in 1971
Walkman personal stereo in 1979
Compact Disc (CD) in 1982
Trang 9First 8mm camcorder in 1985
MiniDisc (MD) player in 1992
PlayStation game system in 1995
Digital Versatile Disc (DVD) player in 1998
HDTV number 1 in the LCD market
The ray Disc the leading developers and remains one of the strongest proponents of the Blu-ray Disc optical disc format
Commitment to the Environment
Sony is the first company to sign the “Manufacturers’ Commitment to Responsible E-Waste Recycling”
As a leader in the consumer electronics industry, Sony has made environmental responsibility a top priority
Launched the “Take Back Recycling Program” on Sept 15, 2007 with Waste Management Inc (WM)
The first recycling initiative in the U.S that connects a major consumer electronics manufacturer
to a national waste management company and its physical network of recycling centers around the country
Goal is to encourage consumers to recycle and dispose of electronic devices in an
environmentally sound manner
Sony's Green Rollout
Since September 2009, Sony's green efforts have resulted in 1,000 tons of its products being recycled due to a program with Waste Management
Goal is to get recycling centers within 20 miles of 95 percent of the U.S population
There are 95 to 100 recycling centers currently in operation
Conclusion
The basis of TQM is to reduce the errors produced during the manufacturing or service process, increase customer satisfaction, streamline supply chain management , aim for modernization of equipment and ensure workers have the highest level of training
Trang 10As a leader in product innovation Sony’s commitment to TQM is Strong
Quality communication comes from both employees and customers
As a result of the TQM philosophy, many programs have came into place
TQM has had a positive effect on their process & systems as well customers and suppliers TQM has helped achieved the ISO 14001 as well as the Environment award with the assistance
of TQM
TQM has helped Sony and their commitment to the environment by establishing the “Take Back Recycling Program” as well as their “Sony Green Rollout”
SONY
Sony 's TQM Triết học
"Làm gì chưa từng được thực hiện trước khi." "Luôn luôn ở một bước trước" Các biểu thức này đã nhấn mạnh các triết lý của công ty kể từ khi bắt đầu, và đã luôn luôn đại diện cho xương sống của triết lý thiết kế của Sony " Xây dựng hiệu suất cao, dễ dàng để sử dụng và các sản phẩm đẹp với một flair Sony đặc biệt "Đây là triết lý đằng sau dòng dài của Sony
Kể từ khi bắt đầu hoạt động của mình, Sony đã ưu tiên hàng đầu để cung cấp cho khách hàng theo định hướng, sản phẩm và dịch vụ chất lượng cao như là một nền tảng điều hành.
Triết lý này được quy định trong Bản cáo bạch sáng lập soạn thảo năm 1946 bởi người đồng sáng lập Sony, Masaru Ibuka.
Mã Tập đoàn Sony tắc ứng xử, được thành lập tháng 5 2003, buộc Sony liên tục tìm cách thực hiện hoặc vượt quá tiêu chuẩn bắt buộc về mặt pháp lý trong tất cả các khía cạnh của hoạt động kinh doanh của mình để đảm bảo sự an toàn và sự hài lòng của khách hàng sử dụng các sản phẩm và / hoặc dịch vụ.
Trang 11
Để thấm nhuần triết lý này vững chắc hơn, vào tháng Giêng năm 2007, Sony đã xây dựng Cam kết Sony chất lượng, đưa ra chính sách cơ bản về chất lượng sản phẩm và dịch vụ trong kinh doanh điện tử của Sony.
Cam kết áp dụng TQM
Chất lượng
Nhu cầu của khách hàng của Sony và các sản phẩm chất lượng đảm bảo và hỗ trợ Mục tiêu của chính sách chất lượng của chúng tôi là cung cấp nhà nước của các sản phẩm nghệ thuật chất lượng sản phẩm, và giá trị quyền.
Đạt được những mục tiêu này dẫn đến sự hài lòng của khách hàng và tăng cường cơ hội kinh doanh Để đạt được mục tiêu của chúng tôi, chúng tôi duy trì tập trung liên tục về chất lượng với sự hỗ trợ đầy đủ từ các nhà quản lý và nhân viên
Chất lượng Sứ mệnh
Chúng tôi, các nhân viên và quản lý của Sony Corp, được dành riêng cho sự hài lòng của khách hàng thông qua cam kết của chúng tôi để Tổng quản lý chất lượng và cải tiến liên tục trong chuỗi cung ứng, sản phẩm của chúng tôi, và dịch vụ khách hàng.
Chính sách chất lượng
Khi thiết lập chính sách chất lượng, quản lý hàng đầu xem xét mức dự kiến của sự hài lòng của khách hàng, nhu cầu của các bên quan tâm khác, các cơ hội cải tiến liên tục, và nguồn lực cần thiết Chính sách chất lượng cung cấp một khuôn khổ cho việc thiết lập và xem xét các mục tiêu chất lượng Chính sách chất lượng được truyền đạt cho tất cả các cấp của tổ chức
Nó được định kỳ xem xét lại bởi quản lý và sửa đổi cho phù hợp tiếp tục.
Trách nhiệm Thực hiện TQM
Sony Thực hiện TQM đầu tiên giám đốc điều hành cấp cao để thực hiện đúng Quản lý cấp cao giám sát và chú ý đến nâng cao chất lượng sản phẩm dịch vụ và an toàn, cũng có một phản ứng kịp thời cho vấn đề là những gì Sony phấn đấu.
Sony tuyển mộ TQM chuyên gia tư vấn Họ kiểm toán các công ty nhà nước hiện nay, đề nghị các lĩnh vực cải tiến và đào tạo nhân viên chủ chốt, những người sau đó có thể vượt qua cùng.