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Sony Quality Management System Analysis

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1.2.2 STRATEGY
1.2.2.1 Managing quality Sony configured its quality management system by defining quality management mechanisms across all processes, from product development, planning, design and manufacturing through sales and customer service. This has included defining the roles, responsibilities and authority of those responsible for product and customer service quality and establishing guidelines.
The framework of Sony’s quality management system is showed below in a figure. Based on this quality management system, Sony is implementing measures on an ongoing basis to improve the quality of its products and services. Examples of such measures are Sony has appointed Corporate Executive in charge of Product Quality and Safety, Quality …show more content…

Moreover, it has held Quality and Customer Service Strategy Meetings and held Quality CS Officer Meetings and many more. Sony is responding well to the customers where it makes active use of customer feedback to improve its products and customer services. Figure is provided the flow of responding to the customer. Besides, Sony has established dedicated quality management organizations in each of its business areas that are responsible for improving quality for pertinent products in each market. Other than that, Sony pursues design-, manufacturing- and parts-related initiatives aimed at improving product quality. The highest priority for the Sony Group is to ensure the safety of the customers who use Sony products. Sony has assigned specialists to work full time on improving technologies essential to product reliability and continues working to ensure the long-term reliability of its products by developing elemental technologies for preventing the deterioration, wear and corrosion of materials and parts, as well as technologies necessary to ensure the reliability of new technologies and products and to evaluate such technologies and …show more content…

They regularly conduct Customer Satisfaction Index (CSI) surveys to assess customer satisfaction, acknowledge their complaints, and recognize areas for improvement.
They organize audits to know quality problems and acknowledge customer dissatisfaction in accordance with the quality management system. Types of quality audits include in-house, joint (in conjunction with the customer’s personnel), and third-party audits. They engage a third party assurance firm to verify that the system meets or exceeds international standards so that their quality management system to be more effective and reliable.
Samsung is constantly striving to reach new levels of quality assurance, above and beyond our customer expectations. Samsung has won numerous awards for project excellence in recognition of this

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