To provide telecommunications services that satisfy its customers, the NTT Group is striving to increase the quality and technological aspects of its products and services based on customer feedback. We are also implementing universal design on a groupwide basis to provide products and services that all of our customers will find easy to use.
Customer satisfaction surveys to improve service quality
Since fiscal 2005, NTT West has conducted customer satisfaction surveys twice a year on customers who made inquiries about malfunctions or requested repairs. Respondents are asked questions such as how easy it was to get through, how courteously they were treated, how easy it was to understand the explanation they were given, and whether they have any requests for NTT West. The staff member who handled the call is then given feedback based on these responses in order to improve service quality. As a result of this initiative, customer satisfaction in IP-related services rose from 64% in fiscal 2006 to 89% in fiscal 2009 and customer satisfaction in traditional services rose from 74% to 84% during the same period.
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Support center earns latest standard of international certification for quality
In January 2009, the OCN Service Center (Sendai) of NTT Communications again earned HDI Support Center Certification from the Help Desk Institute (HDI).
Under this program, support center services are assessed according to the criteria of the international certification standard for support centers developed by HDI. In November 2004, the OCN Service Center (Sendai) became the first Internet service provider support center in the world to earn this certification, and it has now earned the latest version of that certification standard, Version 4.1.
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Establishment of quality management framework
As part of the NTT Group's initiatives to achieve safe and secure communications, we established a quality management framework and earned ISO 9001 certification, the international standard for quality management.
In 1999, NTT LOGISCO earned certification in the environmental management standard ISO 14001 as well as ISO 9001. In 2005, it also acquired certification in the international medical device standard ISO 13485 for safe and secure physical distribution services to medical device manufacturers.
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Aiming for accurate and transparent advertising
In fiscal 2009, in an effort to ensure appropriate advertising, NTT East and NTT West each established internal rules concerning the content of advertising materials and created dedicated sections for vetting advertising. These sections vet all advertisements according to a list of criteria to ensure that their content is appropriate. They also strive to improve the quality of advertisements by amending criteria as occasion demands based on third party opinions and issues that have come to light in the vetting process, and by using monitor customers and surveying customers who have used the advertising materials. The two companies will continue to leverage these measures to create advertising materials that are clear-worded and easy for customers to understand.
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Best Mature Shared Services* Organization Award 2008
In April 2008, NTT BUSINESS ASSOCIE, which provides indirect operational services to the NTT Group in accounting, finance, human resources, remuneration, welfare, company housing management and other areas, became the first Japanese company to win the Best Mature Shared Services Organization Award at Shared Services Week 2008, an event held by the International Quality & Productivity Center (IQPC), a New York-based organization that provides seminars and training programs to managers around the world. The company was rated highly for the quality of its services in these areas, and also for business development to provide the same services to businesses outside the NTT Group.
*Shared services
Shared services refers to a method of increasing business efficiency by separating out from individual organizations those operations that are common to multiple organizations, and then centralizing and integrating these operations by creating a separate organization or company to provide services to those organizations.
Best Mature Shared Services Organization Award 2008 trophy
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