Presentation on

success story of
YAMAHA AND SONY
Presented by
Varalakshmi.G
&
Madhavi.D
Quality Management System in Yamaha

 The Yamaha Group considers customer

satisfaction to be its top priority, and has put in
place a Company-wide quality management
system to ensure the production of high quality
products that meet the high expectations of our
customers.
Acquiring ISO 9001 Certification
   As of March 31, 2010, the Yamaha Group had

acquired certification under the ISO9001

international standards for quality management
systems at 25 business divisions, covering
approximately 63% of the workforce on a
consolidated basis.
  
 Quality Risk Management

 Measures to Prevent Product - Safety Issues

   The Yamaha Group takes precautions during the development,
design, and production stages to prevent any product safety issues.
 Conformance with Product Regulations and Standards
Worldwide
   Yamaha has developed a structure for full compliance with
regulations and standards worldwide pertaining to product quality
and safety, and environmental protection.
 Quality Improvement Measures
   The Yamaha Group strives to ensure product safety and improve quality.
At the same time, the Yamaha Group works to strengthen quality
management training, while pursuing quality, ease of use and
convenience in order to satisfy customers.

  Quality Management Training

 To develop quality human resources, Yamaha's personnel training system
contains expert training related to "quality assurance," as well as training
tailored to individual job positions. The goal of this system is to raise
awareness and enhance skills with respect to quality management.
  
 Measures to Improve Usability
 The Yamaha Group always makes an effort to develop
products from the customer's perspective. For example,
employees act as product testers, and the results of their
tests are reflected into product specifications.
 Customer Support Department, Domestic Sales &
Marketing Division, Yamaha Corporation
   The Yamaha Group has numerous business divisions, and
has taken steps to put a robust support structure in place .
 Product Quality and Quality Management in
SONY
 In line with commitment to quality-"High-quality, reliable products
that our customers can use with confidence"-set forth in the Sony
Pledge of Quality, Sony is promoting continuous, decisive efforts to
enhance product quality and to reinforce its quality management
system.
 Sony's Quality Management System Organizational
Structure
 Sony recently reconfigured its quality management system by
reviewing its quality management mechanisms across all processes,
from development, planning, design and manufacturing through to
sales and service;
 Responding to the Customer

 Sony makes active use of customer feedback to

improve its products. Opinions, reports of
malfunctions after purchase, questions regarding use
and other feedback received through Customer
Information Centers are promptly and accurately
evaluated and disseminated to the planning and
design groups so that improvements in product
quality can be made in a timely fashion, thus
contributing to efforts to enhance product power.
 Quality Hot Line

 It is vital to detect product quality-related problems

as early as possible. To that end, Sony therefore
established the Quality Hot Line in 2003, to gather
product quality-related information, including reports
of problems, as well as opinions from Sony Group
employees.
 Monitoring Quality in Markets

 Sony has established dedicated quality management

organizations in each of its business areas that are
responsible for monitoring quality for pertinent
products in market places.
 Design-related quality initiatives

 At the start of the design process, the individual in

charge of a particular business group verifies new
technologies and new parts and-from a user's
perspective-determines how a product is to be used.
 Manufacturing-related quality initiatives

 Determined not to introduce, or produce quality-related

problems in any way, Sony adheres to a policy of
workmanship at all of its production sites that ensures
customers can use Sony products with confidence.
 Parts-related quality initiatives
 Recognizing the importance of parts, and resolved to
manufacture products built for long-term use, Sony
carefully selects key parts independently for each of its
major product categories and is pursuing focused
efforts aimed at increasing the reliability of the parts it
uses.