Quality assurance for products at the Toppan Group is a concern for every department, not only the departments directly responsible for production. Departments involved in marketing, R&D, planning, design, sales, and shipment all contribute to quality. This is why Toppan describes quality assurance as a total activity (“total quality assurance”) and strives to improve product quality and manage product safety throughout the Group. For the maintenance and improvement of product quality, the Group has established a Basic Stance on Product Safety Management and a set of Basic Guidelines on Product Safety Management to securely manage the safety of the products Toppan manufactures.
The global environment is another crucial social issue requiring Toppan’s committed efforts. To propel sustainable consumption, Toppan markets environmentally friendly products and services and visualizes CO2 emissions associated with the products and services the Group provides. Toppan and Group companies endeavor to contribute to the realization of sustainable consumption under The Toppan Group Declaration on the Global Environment.
The Toppan Group also realizes the social value of universal design (UD). Since its launch of a pioneering UD packaging consulting service in 1999, Toppan has been consistently designing and producing attractive, easy-to-use UD packaging and communication tools for as many people as possible in every Business Field of the Group.
The Toppan Declaration on Universal Design and Toppan’s Seven Principles on Universal Design (both established in 2010) define UD as a guiding philosophy for developing products and services that “help realize a society with a high appreciation of diversity.” By embracing UD approaches, Toppan assigns greater weight to dialogue with diverse people and the concerns of people with different physical abilities and perceptions while considering usage scenarios and design parameters such as understandability and usability.
The Quality Assurance Center in the head office Manufacturing Management Division holds a Japan-wide conference of quality assurance departments every three months. Conference participants clarify various challenges related to safety management and quality assurance for products and monitor the progress of key initiatives to mitigate quality loss and further improve product quality. Every Group site consistently enhances the quality management system it has formulated under ISO 9001 to bolster product safety management. The Quality Assurance Center organizes seminars on ISO 9001 and training sessions for internal auditors every year. These training sessions aim to constantly improve the effectiveness of the quality management systems underpinning total quality assurance across the Group.
Toppan has arranged rank-based curriculums and Group-wide e-learning programs to heighten employee awareness and facilitate a deeper understanding of Toppan’s environmentally friendly products, carbon-offsetting initiatives, and carbon footprint of products (CFP) services. The Ecology Center in the Manufacturing Management Division at the Toppan head office compiles and discloses information on registered environmentally friendly products.
■ Assuring Product Quality
The quality assurance department in each business division handles customer complaints and claims regarding Toppan’s products. When a serious product-related incident occurs, Toppan sets up an emergency taskforce in line with the Group’s rules on risk management to rapidly and properly handle the issue, giving the top priority to user safety. The Group has also established rules on corrective actions for claims from customers in accordance with ISO 9001. Based on these rules, the quality assurance departments determine fundamental causes, take optimal countermeasures, and prevent recurrence through the standardization of corrective actions.
The Quality Assurance Center compiles monthly data on customer claims and cases of product quality loss from business divisions and assesses the progress of improvement activities. For serious product-related incidents, the center examines the validity of recurrence-prevention measures and the status of efforts to sustain these measures. The Toppan Group has also adopted a certified approval system for food packaging requiring exacting quality assurance for safety and sanitation to ensure that the operational sites of Toppan and partner companies can manufacture containers and packages only after undergoing audits with checklists in conformance with the Quality Assurance Guidelines for Food Packaging.
■ CFP and Carbon-offsetting Services
The Ecology Center offers training sessions on the Toppan Group’s carbon footprint of products (CFP) and carbon-offsetting initiatives focused on printed materials and events, in order to support the efforts of employees in the marketing and sales promotion departments to promote CFP and carbon-offsetting services.