Responsibility to customers for quality and action
Responsibility to customers and QA measures
“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
Murata has created integrated manufacturing systems from our materials to finished products, and since the company’s founding we have uncompromisingly pursued quality that will gain the trust of every customer by utilizing science-based management oversight, starting from the origins of our processes and throughout the operation.
Quality Policy
Our Quality Policy is the basis of our approach to providing superior quality that gains the trust and satisfaction of customers. In addition to addressing the quality of products and services, Murata continuously improves the quality of all processes and systems relating to design, procurement, production, human resources, goods, structures, and technologies, and strives to maintain optimal conditions in all facets of our operations.
Quality Management System (M-QMS)
M-QMS is the company system including all activities concerning making products and services based on Murata’s SHAZE and Quality Policy to guarantee Murata quality for customer satisfaction and social satisfaction.
We positioned “Upstream management”, “Prevention,” and “Continual improvement” as three principles. Everyone manages the quality of each process with the concept “Quality of Everything” for customer satisfaction and social satisfaction.
Murata’s management system image diagram
- ■Upstream management
- Clarify the quality required by customers and manage processes by drilling down to the origin of process and the function of products and services.
- ■Prevention in advance
- Estimate risks of all potential problems, and implement measures preferentially for higher risks before the problems occur.
- ■Continuous improvement
- We maintain an awareness of targets, implement repeated PDCA (Plan→ Do→ Check→ Act), and enhance the quality of work to enable the continuous provision of products and services that meet the expectations and needs of customers.
We have also acquired external certification of our quality management system.
Link: ISO9001･IATF16949 certification Status
Product Security Policy
Murata recognizes that ensuring the security of its products and services is a critical management priority related to customer safety. Accordingly, we will provide information and take appropriate measures promptly in response to security events involving our products in order to ensure the swift resolution of product security incidents and thoroughly prevent their recurrence. In addition, we will work to prevent product security incidents before they occur by conducting educational activities related to product security and implementing security measures throughout the product lifecycle.
Murata hereby establishes the following Product Security Policy to ensure the security of its products and services.
Product Security Policy
- Provision of Safe and Secure Products
Murata recognizes that ensuring the security of its products and services is a critical management priority for reducing risks in customer environments and maintaining safety. Accordingly, we will implement product security measures so that customers can use our products and services with confidence.
- Implementation of Product Security Measures
Murata implements product security measures throughout the entire product lifecycle, including incorporating security into the design and development stages and providing vulnerability information related to products and services. Through these activities, we aim to prevent or minimize damage to the confidentiality, integrity, availability, and other important elements specific to products and services that may result from unauthorized access or other threats.
- Incident Response
When a product security incident occurs, Murata will investigate the cause, take corrective actions, strive to prevent recurrence, and promptly notify customers and relevant stakeholders of response measures through appropriate means of communication.
- Establishment of Rules Related to Product Security
Murata establishes the necessary rules related to product security in order to ensure and improve product security.
- Product Security Management System
Murata establishes a management system to promote product security activities.
- Legal Compliance
Murata complies with laws and regulations related to product security.
- Supplier Management
Murata requires suppliers involved in its products and services to comply with rules and laws related to product security through contracts or other appropriate means. Where necessary, Murata will manage suppliers’ compliance frameworks through audits or other measures.
- Education and Training
Murata provides education and training on product security to its executives and employees in order to raise awareness of the importance of product security. We also strive to ensure that all such personnel are fully informed of and comply with the rules related to product security.
- Continuous Improvement
Murata continuously improves its product security measures and management system in response to legal and social requirements and changes in security threats.
Meeting customer needs
We conduct technical workshops and other similar programs with customers from the initial new product planning, development, and design stages to fully understand our customers’ needs.
These activities have led to optimal electronic components and comprehensive proposals by combining Murata parts and services to solve customer problems and meet customer needs and expectations.
With electronic components being installed in an increasing number of products, Murata is strengthening marketing efforts in anticipation of future demand opportunities in key areas of prospective business opportunity expansion, including edge devices, IT infrastructure, mobility, environment, and wellness. At each of our locations, Murata continues to explore what kind of value we can bring to the table in the near future.
Identifying customer needs through exhibitions and webinars
We participate in many exhibitions around the world to identify customer needs. At the Murata booth, our engineers replicate various situations that customers are currently facing or may face in the future, and demonstrate how our products can solve these issues. Also, in response to the recent need for non-face-to-face communication, we are deepening our communication with our customers both physically and virtually to more quickly and better understand their needs and to develop the best proposals and products that meet their concerns and requests.
Exhibitions and webinars offer ideal opportunities for identifying customer needs.
Responding to quality accidents
A product quality complaint from a customer is a serious matter for the company. However, complaints are also valuable opportunities for us to improve Murata’s product quality.
All information relating to customer claims is consolidated into a database. The basic information is input at the time of occurrence, and by adding analysis results we are able to understand trends throughout Murata.
Head office staff members oversee customer responses and provide support for failure analysis. Additionally, what we have learned through complaints are horizontally communicated throughout the company to prevent them from occurring again.
In the event that a serious quality accident concerning customer safety occurs, we work to minimize injury or damage to customers as instructed by management, and in accordance with crisis response procedures.
Quality accident response process