Initiatives for Product Safety and Quality Assurance

A Stronger Product Safety Review System

Safety reviews for new products are implemented under the responsibility of the directors in charge of manufacturing at Toray and the relevant directors at its group companies. These reviews encompass safety checks for the product itself as well as reviews of safety information supplied to customers such as safety data sheets1 instruction manuals, warning labels, and catalogs. The reviews also examine the product’s impact on the environment. If any doubts about product safety are identified, the Product Safety Review Board convenes a meeting comprised of impartial experts, including people from outside the Group when necessary. The product must then pass their review before being released to the market.

  • 1 Since fiscal 2012, the Toray Group has been phasing in safety data sheets (SDS) based on the latest JIS standards that comply with the Globally Harmonized System of Classification and Labelling of Chemicals (GHS). This process is scheduled for completion in fiscal 2016.

Product Safety Review Flow Chart

Product Safety Review Flow Chart

  • 2 At group companies worldwide, this position is held by the president or a director.

Education and Training for Product Safety and for Quality Assurance

Implementation rate for product safety and quality assurance education

Toray provides training every year for newly appointed department and section managers at the Company and its group companies in Japan. Sessions are focused on the importance of product safety, the relationship between product safety and quality assurance, relevant laws and regulations, and Toray Group’s product safety review system and quality assurance framework. Since fiscal 2013, all group companies around the world have conducted original product safety training tailored to their operations.

Preventing Product Accidents

Number of product accidents

In fiscal 2015, the Toray Group achieved its goal of zero product accidents.

Providing Product Safety Information

The Toray Group provides customers with product safety information specifically tailored to the product or service. In its efforts to create a convenient environment for customers, Toray makes available toll-free numbers for customers to call and inquire about its mainstay consumer products such as home water purifiers and contact lenses.

Perfecting Systems in Support of Quality Assurance Activities

Ratio of complaint costs to net sales, compared with fiscal 2011–2013 average

Every year, the Product Safety and Quality Assurance Committee determines company-wide quality assurance tasks. Each worksite works on the tasks under the direction of a Quality Assurance Manager Council.
In fiscal 2015, Toray continued efforts from the previous fiscal year to institute solutions that address the underlying issues behind major product complaints from customers by investigating the cause and having relevant departments mutually monitor the execution of countermeasures. In addition, in order to strengthen quality control for products outsourced for manufacturing, Toray reviewed its quality control standards for each business, made them clear to partner companies, and conducted audits to raise the level of quality assurance management and firmly establish these practices.

Respecting the Eight Basic Consumer Rights

In providing products and services, the Toray Group is fundamentally committed to respecting the Eight Basic Consumer Rights and strives to secure safety and quality of its products throughout the Group’s business activities.

The Eight Basic Consumer Rights Excerpted from the Consumers International website

  1. The right to satisfaction of basic needs
  2. The right to safety
  3. The right to be informed
  4. The right to choose
  5. The right to be heard
  6. The right to redress
  7. The right to consumer education
  8. The right to a healthy environment

VOICEMessage from a Quality Assurance Manager

Kang-Jin Bae

Kang-Jin BaeAssistant General Manager, Quality Assurance Department, Toray Battery Separator Film Korea Limited

Aiming to Be the World’s Undisputed Leader in Product Quality

At Toray Battery Separator Film Korea, we manufacture and supply SETELA™, a separator film for secondary batteries, to leading battery manufacturers in Korea and around the world. In 2015, we acquired ISO/TS16949 certification for the automotive industry.
Our goal is to be the world’s undisputed leader in product quality. In order to achieve this, we have been working since fiscal 2015 on quality assurance activities that focus on improving customer satisfaction. Putting ourselves in our customers’ position, we have designated five categories of issues—customer response, new product development, external appearance, standards, and dust and insect repellence—and formed cross-departmental teams to address each issue. All team members are actively working with top management and our parent company, Toray.