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..
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.
- ■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
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.
In addition, for new markets such as automotive, energy, and healthcare, by establishing dedicated teams andstrengthening our marketing, we are promoting vigorous discussions in each region to determine what value we can offer in the near future to emerging applications and critcal growth areas such as telecommunications/5G, automobiles, and IoT, in which business opportunities are expected to grow with increasing acceleration.
Identifying customer needs through exhibitions, conferences, online seminars, and other venues
We participate in many exhibitions around the world to identify customer needs. Engineers replicate customer issues within the Murata booth and conduct demonstrations of how Murata products can solve their problems. 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 better understand their needs and to develop the best proposals and products that meet their concerns and requests.
Prevention of reoccurrence and lateral deployment
While customer claims regarding a product are a major issue for companies, they also represent valuable opportunities to enhance Murata 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. They also disseminate information on lessons learned from claims throughout the company and take measures to prevent reoccurrence.