“Good devices come from good components, and good components come from good materials”
“If we practice scientific management, we can deliver quality, on time, with no mistakes”
Murata’s Founder, Akira Murata

Activities to fulfill customer satisfaction

Pursuing quality in all processes of design, procurement and production and people, goods, structures and technologies

In order to provide the high quality that satisfies our customers and wins their trust, Murata established the Basic Policy on Quality, which is the foundation of our stance on quality. The Basic Policy on Quality stipulates that we will constantly improve the quality of our products and services as well as the quality of all processes and systems for design, procurement and production and people, goods, structures and technologies, and that we will maintain this quality in an optimal state.

To ensure that this policy is fully understood by all our employees, we provide continuous reminders of the importance of quality, putting up posters at workplaces.

Quality Policy
Quality Policy

Continuous improvement of the Quality Management System

We have created a quality management system organized around the three key phrases “upstream management,” ”prevention in advance,” and “continuous improvement,” and the company is working as one to implement activities aimed at making improvements.

Murata image of Murata Quality Management System

■Upstream management
Realization of quality in processes 
■Prevention in advance
Identification of potential risks, implementation of countermeasures before manifestation of risks
■Continuous improvement
Clarification of targets, continuous and agile implementation of PDCA cycle

Gaining international standards certification for quality management at all plants

For a company with global business operations, it is important to meet a single global standard of product quality. 

All Murata Group plants inside and outside Japan have received certification under the international quality management standard ISO9001. Of these, 26 plants that produce automobile parts have also been certified as meeting a quality management system standard unique to the automotive industry (March 31, 2018) .

Furthermore, at the Yasu Plant, which is responsible for research and development in such areas as materials development, production technology development, semiconductors, and thin film and ultra-fine processing technology, we are striving to improve our quality assessment technology. The plant has received two accreditations as follows. First, the international standard ISO/IEC 17025 and the laboratory accreditation (JAB) relate to work called "calibration" in which inspections are performed to determine whether there is any aberration in various testing machines and measuring instruments used to inspect the quality of products and components and, if necessary, adjustments are made accordingly. Second, the Japan Calibration Service System (JCSS) certification is evidence of a plant's ability to calibrate measuring instruments.

Through these measures, we aim for continuous improvement of quality management systems.

Status of Quality Management System Certification

Design Review (DR) ― Realizing quality that satisfies our customers

To ensure high quality in new product design, new manufacturing method design and development for other product applications, Murata performs design review (DR) from the early stage, from a variety of perspectives.

Cross-functional teams (CFT) , made up of design development and quality assurance personnel in addition to experts in other areas, conduct DR in relation to products, manufacturing methods, and applications in three stages: Concept design (development phase) , detailed design (realization phase) and mass production design (manufacturing phase). The director of the Quality Assurance Department holds ultimate decision-making authority regarding approval or rejection; only approved products, methods or applications are permitted to progress to the next development stage. Murata also reviews the DR process as needed, on the basis of changes in the market environment.

Meeting customer needs

Assisting customers in resolving their issues, from the development and design stage through to technology exchange

To create products with new functionality, the necessary components must be developed. Murata uses "design-in" methods, which means that we get involved in the process of new product design and development by the electronics manufacturers who are our major customers from the initial stages, and conduct technological exchanges with them.

At Murata, we are involved with our customers’ new products from the initial stage of design and development, and we implement “design-in activities” involving technological exchange.

By means of these design-in activities, we are able to propose optimal electronic components that resolve our customers’ problems and meet their needs, in addition to total solutions that bring together Murata products and services.

In addition, for new markets such as automotive, energy, and healthcare, by establishing dedicated teams and strengthening our marketing, we are promoting vigorous discussions in each region to determine what value we can offer in the near future to attention-grabbing areas such as telecommunications/5G, automobiles, and IoT, in which business opportunities are expected to grow with the increasing advancement of computerization in the future..

Please note that, in the course of carrying out its design-in activities, Murata rigorously protects and manages confidential information provided by its customers.

Product exhibitions are also an important forum for understanding customer needs.

Measures to improve product quality

Unified system for managing complaints helps prevent the reoccurrence of problems

Customer complaints about products are certainly a serious issue for a company. For Murata, however, such customer feedback is also valuable information for improving our product quality.

All complaints from customers are stored in a database. Upon the occurrence of a complaint, the Sales Division enters the basic information, and the responsible division enters the analysis results. In this way, the complaint occurrence trend throughout the whole Murata Group can be understood.

When a complaint occurs, with the business divisions playing a central role, the Murata Group takes action to provide customer service. In addition, the Head Office’s Quality Assurance Department provides failure analysis assistance, rolls out the lessons learned from the complaint incident throughout the whole Murata Group, and takes action to prevent a reoccurrence.

Responses to quality issues