Contents/Editorial Policy

Message from the President

Materiality 2

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

GovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

Ensuring Trustworthiness by Maintaining and Increasing Quality
Reason for Priority【Activity Policies】

Ensuring that products and services that are widely utilized in the market are safe to use is an important precondition for thedevelopment of a sustainable society. Amid advances in technologies such as IoT and AI, it is necessary to ensure quality, including
product security, in addition to safety and environmental correspondence. Also customer needs that change in terms of lifestyle,value etc., are an important aspect of quality enhancement.

■ Basic Quality Policy■ Quality Management Directive (QMD)【Organizations】

Commitment■ Quality Committee

The Nikon Group sees itself as having a mission to contribute to the healthy development of society by achieving
creative, efficient Monodzukuri (manufacturing). To this end, we optimize our production system from a companywide perspective and consider each Monodzukuri (manufacturing) process from the product planning, development,
and design stages, keeping in mind our response to future environmental changes. The most important theme here isquality assurance, which includes safety, environmental consideration, and product security. With the Quality Committee
playing a central role, we are working to strengthen our company-wide quality management system, visualize quality
loss costs, and foster a culture of quality by improving the level of quality education and entrenching behavioral
principles, thereby preventing quality problems.
In addition, in order to meet the increasingly diverse and sophisticated needs of our customers, we will strive to ensure
trustworthiness by maintaining and increasing quality, not only in our products, but also in supporting product orders andproviding services.

Nobuyuki Ishizuka
Executive Vice President
General Manager of Production Technology Division

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Contents/Editorial Policy

Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies● Fiscal Year 2022 Materiality Goals and Results
Goals for Fiscal Year 2030

What Nikon Needs to Do

Reduce quality incidents to zero

Enhance customer engagement, identify
customer needs, and generate market
development ideas

Corporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

Self-evaluation ○ : Achieved △ : Measures started but not yet achieved
Related
SDGs

Continue to provide high-quality products andservices that win customersʼ trust and meet their
expectations

Provision of high-quality products
and services that are trusted by thecustomer through creative Monodzukuri(manufacturing) that emphasizes customer
safety and the environment

Governance

Scope

Goals for Fiscal Year 2022

To prevent accidents involving safety-related products, establish
Nikon Group insafety design standards for products in new fields and conduct safetyJapandesign training in a systematic manner

Results for Fiscal Year 2022

Self-Evaluation

Issued standards for new fields in January 2023, including the X-Ray Equipment Safety
Standards and the Industrial Robots Safety Standards (training on these standards isscheduled to be held in June and July 2023)○

Nikon Group

Conduct quality system re-inspection based on the comprehensively
revised Quality Management Directive (QMD) for major Group
companies

Inspected the quality management system based on QMD was conducted mainly atGroup companies in Japan (issues identified were addressed by formulating improvement
plans)〇

Nikon

Determine integrated rules for quality management system (QMS)
assessments* and environmental management system assessments

After reviewing integration issues, decided to incorporate environmental management
system assessments into QMS assessments from a long-term perspective
In addition, added a mechanism to provide feedback on quality/environmental accident
cases from assessments (rules will continue to be studied and trial operation is scheduled
to start in fiscal year 2023)△

Nikon Group

Undertake revision of the Nikon website to quickly guide website
visitors towards the product information pages, so as to promote
digital marketing aimed at strengthening customer engagement

Renewed global website in March 2023 with introduction of cookie banner and review ofprivacy notices etc.
Began activities for compliance with GDPR and personal information protection laws invarious countries〇

12* From fiscal year 2021, the Nikon Group began conducting conventional audits, referred to as
assessments, related to quality control and management of chemical substances in products.
These assessments are the same as the audits defined in JIS Q 19011, and refer to a systematic
process for objectively evaluating the degree to which QMD requirements are being met.

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Contents/Editorial Policy

Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

GovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

Nikon Monodzukuri (Manufacturing)
Basic Approach

SystemStrategies for Achieving Our Vision

The Nikon Group's basic philosophy is Customer and Quality
first, and we provide Monodzukuri (manufacturing) to realize
the products and services that our customers want in thebest way. We then anticipate our customers' challenges anddrive innovation utilizing a variety of solutions. That is our
vision for Nikon Monodzukuri (manufacturing).
In order to achieve this goal, it is necessary to create astrong production system that can respond to any kind ofchanges. The Nikon Group will strive to strengthen resilienceagainst changes in our business environment and achievesustainable Monodzukuri (manufacturing) in production
bases, technology, procurement and logistics, quality, andother strategies.
As a manufacturer, Monodzukuri (manufacturing) is the main
source of Nikon's business activities. Going forward, we willfurther expand the value provided to our customers.

The Nikon Group has established the Production Technology
Division, the Optical Engineering Division, the Advanced
Technology Research & Development Division, and the Next
Generation Project Division as the organizations that provide
a cross-functional framework within each business unit. We
are aiming for company-wide optimization of Monodzukuri(manufacturing) that transcends the boundaries ofindividual business units. Specifically, we are enhancing ourmanufacturing foundation by building an ECM (engineering
chain management) system and framework, along with thecorresponding technology, and developing our SCM (supply
chain management). We will use this system and framework
to promote not only existing businesses, but smoothly
establish new ones. We will also create a worker-friendly work
environment to improve productivity and realize high-quality
Monodzukuri (manufacturing).

● Enhancing Our Monodzukuri (Manufacturing) Foundation Under the Medium-Term Management Plan (Conceptual Image)
Goal

Key Success
FactorRealization of a strong production system that can respond to change

Provide value-added services by taking advantageof the strengths of each location
Strengthening the effectiveness of the quality
system and raising quality awarenessTimely delivery of differentiated technologies

Timely delivery of differentiated technologies

Production Base Strategy
We will build a strong production system that can respond tochanges by developing the unique strengths of each site andpromoting cooperation among sites. As an example, Sendai
Nikon, which was transferred from the Imaging Business Unit
to the Production Technology Division, is being reborn asa development, prototyping, and production base for BtoB
businesses at our various business units by utilizing highprecision manufacturing technology and development
design capabilities. In addition, we are working to crossfunction all of the domestic production base to optimaize
production system by transferring Miyagi Nikon Precision Co.,
Ltd. from FPD Lithography Business Unit in April 2023.

Technology Strategy
We will continue to strengthen the core technologies thatwill support Nikon Group's Monodzukuri (manufacturing)(materials, manufacturing, and assembly and adjustment
technology) and utilize IE (industrial engineering) initiatives,
equipment development, and DX, which make up thefoundation of Monodzukuri (manufacturing), for future
product development and manufacturing.

Strengthening Monodzukuri (manufacturing) capabilities through a systematized education system

Procurement and Logistics Strategy
Sustainability Strategy

Main
Strategies

Production Base Strategy

Technology Strategy

Procurement and Logistics Strategy

Human Resource Management Strategy

Quality Strategy

The environment surrounding the supply chain is undergoing
dramatic changes, including soaring resource prices,
tightness in material procurement, and logistics disruptions.
Cooperation with procurement partners based on a strong
relationship of trust is important for stable supply in the

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Contents/Editorial Policy

Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

supply chain. We aim to work with procurement partners
that adhere to the levels of quality and sustainability forproviding the best required by Nikon, to deliver high quality
and sustainable products to the world, to earn the trust of our
stakeholders, and to sustain our corporate activities.

Quality Strategy
In order to always meet customer needs and deliver safe andreliable products (products and services) in a timely manner,
we are working to maintain and strengthen the quality
systems in each of our business units. To this end, we haveestablished a Quality Committee to deliberate and makedecisions on important matters related to quality control. The
committee monitors and supervises the quality. In addition,
as a means of raising quality awareness, we will develop basic
principles of Monodzukuri (manufacturing) in order to solidify
and establish the ideal state of Monodzukuri (manufacturing).
We will summarize the quality-oriented approach andMonodzukuri (manufacturing) actions currently practiced ateach production site, develop them as basic principles, anddeploy them throughout the Nikon Group to firmly establish
a quality-oriented culture.

Strengthening Monodzukuri(Manufacturing) Capabilities
The Nikon Group provides various types of training for
promoting high-level Monodzukuri (manufacturing)capabilities, including specialized technical training by field
for new employees, as well as employee training based on
job duties and experience. Nikon has been providing longterm training, including technical training for new employees
to acquire basic Monodzukuri (manufacturing) skills as well asbasic training to cultivate design developers who will acquire
knowledge and experience encompassing all Monodzukuri(manufacturing) processes, from upstream processes todownstream processes. Moreover, mid-level designers
receive practical training on processing to acquire generalmanufacturing knowledge, with the aim of encouraging

GovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

skills advancement. Furthermore, Nikon has also beenoffering training for cultivating optical designers in relation
to maintaining and advancing opto-electronics technologies,
one of Nikonʼs core technologies. The training entails both
fundamental theoretical knowledge and passing on the
Companyʼs unique technology and skills.
In fiscal year 2022, 214 courses were held with 4,558
participants.
In fiscal year 2023, we will provide opportunities tosystematically learn about a wide range of technical fields,
not only for young engineers, but also for career entrants
and internal employee reskilling (re-training), in an effort todevelop creative engineers with a broad perspective.
Human Resource Development（➡ p.122）● Structural Diagram of Specialized Technical Training by Field

Level 5(5th year andbeyond)Level 4

Employee's specialized
technologies

Integrated technologies inrelated fields

Instruction technology skills
Management skills(4th year andbeyond)Applied technologies
in related fields

Level 3(3rd year andbeyond)Engineer practicalknowledge/skills

Employee's applied technologies

Level 2
(2nd year andbeyond)Level 1
(1st year andbeyond)Basic technologies in related fields

Employee's basic technologies
Employee technique acquisition

Engineer basic knowledge
Other/related field technique acquisition

Engineer comprehensive skill acquisition

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Contents/Editorial Policy

Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor

GovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality＞ Creating Social Value Through Core Technologies

Ensuring Quality and Safety
Basic Approach

SystemThe Nikon Group has established a Basic Quality Policy
centered around the idea of increasing the value we provide
to our customers, and the value that we provide to society,through our products and services. In order to put thispolicy into practice, we have also established the quality
management directive (QMD).
For each business unit (including the Group companies), we
have created a Quality Manual (QM) based on the QMD.
This QMD encompasses the requirements of ISO 9001*
accreditation, and we are implementing swift and appropriate
revisions in response to changes in trends and situations
happening around the world.
The Nikon Group has obtained ISO 9001 accreditation,
primarily at production companies, and the rate ofaccreditation acquisition at Nikon and the Group
manufacturing companies is approximately 50% (percentage
of companies).

The Nikon Group has established the Quality Committee
to deliberate and make decisions on important mattersrelated to quality control for the entire Group. The General
Manager of the Production Technology Division chairs thecommittee, and division managers from each business unit
and others serve as standing committee. Under the Quality
Committee we have established the Products Subcommittee,
and Education Subcommittee̶the purpose of these is
to strengthen the functions of the Quality Committee inpreventing quality and environmental problems, meeting
legal and regulatory standards and ensuring security, andmaintaining and improving manufacturing technologies.

Decisions made at the Quality Committee are shared at the
QMS*1/CMS*2 Promotion Liaison Meeting which is held twicea year as a forum for exchanging information among all thebusiness units. Based on this, each business unit reflects
decisions made at the Quality Committee in its businessprocesses, revising each QM where necessary, thereby
strengthening the Quality Management System.
In fiscal year 2022, we will continue to promote the three-yearplan for quality system rechecks for all business units thatstarted in fiscal year 2021, triggered by the comprehensive
review of quality control guidelines in September 2020.
*1 QMS: Quality Management System,*2 CMS: Chemical Substances Management System (Management of chemical substances in

products)● Quality Management System (As of April 1, 2023)* ISO 9001: An international standard of quality management system established by theInternational Organization for Standardization (ISO). The ISO 9000 series is a quality
management system for organizations to maintain and manage quality. ISO 9001 certification
can be obtained from an officially recognized body.

Representative Director President
Risk Management Committee

Basic Quality Policy
Based on its Corporate Philosophy of Trustworthiness
and Creativity , Nikon has established the following
Basic Quality Policy. It aims to increase the value that
we provide to customers through our products andcontribute to the healthy development of society.
(1) Enhance brand value and provide high-quality distinctive
products to the market in a timely manner throughcreative and efficient Monodzukuri (manufacturing).
(2) Provide safe and environmentally considered products
and earn the trust of customers and society.

Quality Committee

Education Subcommittee

Products Subcommittee
・Checks quality levels in business units

・Operates the manufacturing technology evaluation system and handles

・Determines basic policy, formulation, etc., of matters related to standardization

・Maintains and improves manufacturing technologies and promotes human・Develops measures to prevent quality issues and product environment issues

revision/abolition proposals
resource development

QMD assessments, support and direction
from the QMD/CMS Promotion Liaison Meeting, etc.

Business Unit

Reporting on countermeasures and implementation

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Contents/Editorial Policy

Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

Comprehensively Managing Quality

Major Initiatives

The Nikon Group works to improve quality by establishingframeworks to comprehensively manage Nikon Group
internal information, such as production-related information,
along with external information obtained from customers
and the marketplace.
In fiscal year 2022, we established indicators for quality loss
costs in the production process of each business unit andbegan taking measurements, making progress toward sharedcompany-wide visualization.
In fiscal year 2023, in addition to implementing improvement
activities based on reduction targets for quality loss costs in
production processes that were visualized in the previous
fiscal year, we will advance quality improvement by
developing a measuring system for unmeasured items.

Small Group Activities
The Nikon Group has been promoting small-group activities
since 1979, believing that they are essential for ensuringhigh quality and that each and every employee has a highlevel of awareness and takes the initiative in improving daily
operations. In fiscal year 2022, 706 groups and 5,672 people
engaged in such activities at the Nikon Group inside andoutside of Japan.
Furthermore, every year in July the Nikon Group holds Nikon
Group Select Small Group Activity Presentation presided overby the company president, where the best activity groups
from each region get together to talk and educate each other.
In fiscal year 2022, more than 280 employees participated,
including executives, and the excellent presentations wereused as a reference for improvement activities in each unit. In
addition, special presentations were made by improvement
activity teams that transcended the boundaries of business
units to develop best practices.

Quality Training and Raising Awareness
The Nikon Group believes it is imperative that each andevery employee acquires the relevant knowledge andquality control skills, tailored to the specific requirements
of individual employeesʼ positions, levels and specialties.
Based on this approach, starting with the Nikon Group in
Japan, we are promoting internal education and awarenessraising related to quality in order to raise the standard for all
employees and strengthen and foster the development of
selected members from the workplace.
The Technical College program, a forum for training andGovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

educating young engineers, had 1,027 participants in the
mandatory training course on quality control in fiscal year
2022. In addition, the Expert Package Training program, whichaims to develop experts in statistical quality control, hascompleted its fifth term, and a total of 109 students from thefirst through the fifth terms are active in the field.
For e-learning programs, in fiscal year 2022, we updated
our Introduction to Statistical Methods Training, equivalent
to Grade 3 of the Quality Management and Quality Control
Examination (QC KENTEI), adding content from statistical
distribution courses. This training was also conducted earlyfor some eligible participants. This new content will be rolled
out to all employees in Japan in fiscal year 2023.
For outside of Japan, we have begun producing video materials
in the English, Chinese, and Thai languages, which will be
implemented starting with some Group manufacturing
companies in fiscal year 2023. In fiscal year 2024, we also aim to
implement the same training as that required in Japan at Group
manufacturing companies outside Japan.
Furthermore, every year during Quality Month in November,
Nikon hosts the Quality Month Conference. In fiscal year
2022, we welcomed Mr. Isao Endo, well-known author ofbooks on building field capabilities and mechanisms forvisualization and stronger companies to our conference,
where he gave a lecture entitled "Corporate Management
and Field Capabilities for Greater 'Trustworthiness andCreativity.'" Taking the perspective of a business consultant,he spoke about the importance of visualizing issues and field
capability (the ability to execute) for working to solve issues
with ownership in order to realize a company's ideal vision
going forward. This is, in other words, the development of anorganizational climate that allows each individual to take onchallenges from the same perspective and the fostering of aculture of challenge will lead to a company's competitiveness.

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Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

This lecture was attended by approximately 120 Nikon Group
executives and employees and 130 procurement partners,
including those watching via the simultaneous webcast.

Quality Education Programs for Employees(Applicable to: Nikon Group in Japan)■ Mandatory training for all employees●

E-learning for all employees
Basic Quality Control Training (QC Grade3)
Introduction to Statistical Methods Training (QC
Grade 3)●

Expert package training(comprehensive training that combines experimental
design and multivariate analysis, etc.)●

Corporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

where they tended to fall below Nikon's required standards,
requesting that they conduct self-inspections.
Furthermore, we made efforts to determine rules for an
integrated assessment with our high-affinity environmental
management system assessments. After reviewing various
issues and considering the ideal form of assessment from along-term perspective, we decided on a policy to incorporate
environmental management system assessments into QMS
assessments and to add a mechanism to provide feedback
on quality/environmental accident cases to assessments. In
fiscal year 2023, we plan to determine rules for efficient andeffective integrated assessments and begin trial operations.

Basic Quality Control Training for new employees■ Specialist training for engineers●

Chairperson of the Quality Committee, who is responsible
for the assessment. In the event of an improper situation,
we instruct corrective action or improvement and promptly
implement such measures to maintain and improve ourquality control activities. Additionally, important findings arereported to the Executive Board Committee and reflected in
our internal controls.
In fiscal year 2022, QMD CMS assessments were conducted
for two Nikon divisions and six major group companies
using assessment check sheets adopted to the organization
being assessed.
The Nikon Group also make continuous reviews in order tofurther enhance the effectiveness and efficiency of theseassessments.

Governance

SQC leader training(basic training combining Q7, N7, exam and estimation,
etc.)

Implementing QMD CMS assessments
The Nikon Group conducts QMD/CMS assessments tocheck the status of quality management and managementof chemical substances in products based on QMD, andinvestigates, confirms, and evaluates the status of quality
management operations throughout the Group.
This assessment is conducted by the Product Subcommittee

Initiatives for Procurement Partners
Cooperation from procurement partners is essential in orderto promote Quality First initiatives. Therefore, we conclude
quality assurance agreements with our procurement partners
based on their understanding of the Nikon Group's Quality
First philosophy.
To quantitatively understand and manage the state ofmaintenance of the QMS, we conduct a self-evaluation using
the Self-assessment Sheet once every three years. We also
conduct QMS assessments for procurement partners that wehave determined to be important.
In fiscal year 2022, we conducted QMS assessments for
84 procurement partners. For procurement partners
that did not meet Nikon's required standards, we discusscountermeasures and implement systematic improvementswith them.
We also analyzed the results of past QMS assessments anddistributed instructions to our procurement partners on items

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Contents/Editorial Policy

Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

Ensuring Safety of Products
and Services
The Nikon Group gives due consideration to the safety of
products and services for the entire lifecycle of the productfrom the planning stage, right through to disposal.
Note that the number of serious product accidents relating tosafety* for fiscal year 2022 was zero.
* Serious product accidents related to safety: Based on the definition of serious product accidents
used in the Consumer Product Safety Act.

Ensuring Safety in Products and Services
The Nikon Group regards safety as an integral part of thequality of its products and services, and believes that its
most important mission is to provide safe products andservices to its customers. This is also incorporated into the
QMD and the rules of every business unit, which must be
adhered to. In addition, we confirm in our regular QMD
and CMS assessments that each division and department
is implementing the safety-related matters incorporated inthose QMDs and rules.
In addition, the Nikon Group is obliged to conductsafety assessments for all of its products. In line with theestablished the Safety Design Principles Sort (Safety Design
Principles [General Standards], Common Standards andProduct Area-Specific Safety Design Standards) which
are based on international standards, etc., we are putting
in place safety designs to pin-point and eliminate any
potential risks and hazards.
In fiscal year 2022, we newly added two standards to the
Safety Design Principle Sort. First is the Industrial Robots Safety
Standards to ensure the safety of equipment mounted withindustrial robots and parts and assemblies used with industrial
robots, and the second is the X-Ray Equipment Safety

Standards to ensure the safety of equipment using X-rays.
The Nikon Group ensures safety through design reviewsat the development and design stages and inspectionsof manufacturing processes during mass production.
We also obtain certification from third-party certification
bodies as necessary.

Product Security
Even during the rapid growth in technologies such as IoT andAI, the Nikon Group is strengthening and improving quality
management systems in order to provide safe products andservices to customers.
In fiscal year 2022, the Product Security Countermeasures
Standards, established in 2019, were revised to strengthen
security in Nikon Group products and services.

Product and Service Safety Training
To ensure the safety of our products and services, the Nikon
Group conducts a variety of periodic safety education
programs for employees, including the Safety Design
Principles Sort that define standard of safety design, theProduct Liability Act, and the Electrical Appliance and Material
Safety Act.
In fiscal year 2022, approximately 1,260 employees of the
Nikon Group in Japan took educational training courses
provided by the Quality and Environmental Administration
Department of the Production Technology Division and theTechnical College. In addition, seminars were held to explain
specific safety technologies with the aim of further deepening
employees' understanding in Safety Design Principles Sort
education.
Furthermore, in light of changes in the business environment,

GovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

we provide new training on robotics and in-vehicle products,
and encourage participation in external training courses onsafety design technology.

Response in Case of an Accident
The Nikon Group carries out planning, design, manufacturing,
quality assurance, sales, logistics, and services with sufficientconsideration to product safety. In the event of a quality
problem in the market, including safety issues, or even
if there are concerns regarding such an occurrence, we
immediately cooperate with the relevant departments toascertain the facts and promptly take any necessary measuresin accordance with our escalation response procedures.
Additionally, quality problems that have a significant impact
on customers are reported to top management and disclosed
promptly, and a system is in place to respond appropriately tocustomer inquiries.
In fiscal year 2022, we took measures to prevent damage
occurring, spreading, or recurring against 11 incidents withfollowing these procedures. These measures are also reviewed
annually, and suitably revised if needed.
● Flowchart Outlining Communication After Accidents Occur
Quality accident unit

President

Department in charge of quality
Receive quality accident information
Implement response measures

Quality Committee

Relevant Dept.

Quality accident

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Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

GovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

Information Provision for Safe Use
In the Nikon Group, we provide appropriate information for
all products to ensure that customers can use its products
and services safely. For example, information on correct usage
and information to help safeguard against accidents due tomisuse or carelessness is provided directly on the products
themselves and in instruction manuals.
Information which needs to be disclosed is stipulated in
Nikonʼs proprietary Safety Design Principles Sort and we areconfirming its appropriateness in product risk assessment orin safety evaluation.
Additionally, certification marks are indicated in accordancewith the laws and regulations of each country or region
where the product is sold.
For example, products with wireless functions are labeled ascompliant with the Radio Act of various countries and regions.
Furthermore, in fiscal year 2022, there were no violationsof laws, regulations, etc., with regard to safety labeling andinformation provision.

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Contents/Editorial Policy

Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

GovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

Customer Satisfaction
Basic Approach● Customer Feedback Flowchart (Imaging Products)

Responding to Requests for Additional Functionality

Customer feedback

The Nikon Group strives to improve customer satisfaction andtrust by providing products and services that are unsurpassedin safety and quality, and also useful to society. The Nikon
Group has previously built a system.

Call centers, service counters, etc.

Analysis and review

Product Development for Imaging Products
Based on Customer Feedback
At the Nikon Imaging Products, feedback is received
through call centers, service counters and NPS* staff fromgeneral and professional users as well as users who use
photographic equipment in businesses worldwide. After
careful analysis, customer feedback is examined from a rangeof different perspectives by departments such as the ProductDevelopment, Design, Marketing, and Quality Assurance
Department. The results are reflected in our products andservices leading to improved customer satisfaction.
* Nikon Professional Services (NPS): A membership-based support services for professional
photographers who use Nikon products.

Review customer feedback from various perspective including
development, designing, marketing, quality management, etc.

Current models

For future models

Customer● Breakdown of Call Center Inquiry Analysis andInvestigation (Japan, Fiscal Year 2022)

Nikon takes requests from customers around theworld very seriously, even after products are launched,and strives to satisfy customers by incorporating
the latest features they seek into our products.
For example, for the Z 9 flagship mirrorless camera
released in December 2021, firmware version 2.00
released in April 2022 enables internal RAW recording
at 8.3K resolution at 60 frames per second and 12bit color, as well as support for Custom Wide-Area
AF, which offers a wide variety of AF area patterns. In
addition, firmware version 3.00, released in October
2022, has been well received by many of our customers,
with improvements such as better low-light limitations
for autofocus and reduced loss of focus when an
obstacle crosses in front of the desired subject.

Favorable remarks

3.3%

Opinions

28.5%

Requests

Total inquiries

13,55068.2%* This breakdown of call center inquiries does not include questions regarding retail stores or productusage of the total 55,000 inquiries received.

Custom Wide-Area AF, added in Z9 firmware version 2.00

News > Nikon releases the upgraded firmware
version 3.00 for the Nikon Z 9 full-frame
mirrorless camera
https://www.nikon.com/company/
news/2022/1026_firmware_01.html

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Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

Responding to Requests for Connection Methods
NX Field, a remote shooting system for corporate
customers, is used at sporting and other events, where
it enables connecting remotely to multiple Nikon
mirrorless cameras and digital SLR cameras, allowing
remote operation, settings, and automatic transmissionof captured images to an FTP server. Since we received
many requests from customers for a simple manual on
how to connect, we published this manual as the NX
Field Quick Setup Guide on the NPS* global website.

＊ NPS → p.044

Initiatives to Improve Services
in the Imaging Products BusinessFor our imaging products business, along with our customer
first mindset, we aim to provide after- sales service that makes
customers say, "I am really glad I purchased a Nikon product.
" In order to make this a reality Nikon has created a Service

Division at the Nikon Head Office.
As of the end of March, 2023, we have an organization thatcan provide consistent service quality to more than 200
repair service facilities and direct contact points (customer
service counters) in 70 countries and regions around theworld. We are also striving to improve services throughdiverse initiatives.
Maintaining and Improving Repair Quality
Once a year, an assessment is conducted at all Nikon service
locations to check the accuracy of the equipment and tools
is within standards. Additionally, in order to monitor repair
quality at each site, repair data is collated by the Service
Division headquarters at the Nikon Head Office on a monthly
basis to verify the absence of any issues. At the same time, so
as to be able to provide high-quality service in all countries
and regions, we have introduced a cloud service that enables
sharing of information on Nikon products and quality
management, and through which we offer regular guidance
to all service facilities, including local distributors andauthorized repair service providers, in those countries andregions where Nikon does not have its own service facilities,
with the aim of maintaining and improving service quality.
We are also working to improve quality control and quality inindividual countries and regions. For example, the employeesof Nikon Imaging (China) Sales Co., Ltd. conduct twice-yearly
assessments of each authorized repair service provider basedon their own unique assessment list as well as visiting eachservice provider individually to hold technical seminars.

GovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

provision, and online technical training sessions using web
conferencing systems.
In addition, the Imaging Business Unit is working to collectactual customer feedback, collate this data at the Service
Division headquarters, and share the information globally so thatthe individual staff members involved with service understandthe product concepts, and provide customers with advice
regarding the optimal camera settings for the images they wantto capture. We also offer a maintenance package that includes
cleaning and an accuracy inspection for customers who wish to
maintain their equipment prior to shooting.
We have posted a trouble-shooting guide on the Nikon website
so that customers can diagnose issues before requesting service.
Through measures such as these, we are working to not only sell
products, but also provide added value.
As countermeasures against COVID-19, we not only
conduct temperature checks at the service reception deskand provide alcohol for sterilization, but also avoid close
contact by requiring appointments for reception visits
and maintaining an appropriate physical distance whilehandling service requests.
● Customer Satisfaction Survey Results

Customersatisfaction（%）

FY2018FY2019FY2020

FY2021

FY2022

87.9

86.6

87.0

86.9

88.4

* The above figures include satisfaction with call center response in the Americas, Europe, andChina.

Enhancing Customer Satisfaction
Twice a year, in order to enhance customer satisfaction, we
provide training on product knowledge that makes effective
use of e-learning for employees involved with service

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Contents/Editorial Policy

Message from the President

Nikon Group Profile

Nikon’s Sustainability

Business Activity

Environment

Society/Labor＞ Creating Social Value Through Core Technologies

ColumnStrengthening Customer Engagement Through Interactive Communication

Nikon is committed to interactive communication withcustomers by enhancing online and oﬄine contact points toprovide a seamless experience. We are taking actions in a diverse
range of countries and regions with the goal of making people
fall in love with Nikon.
In Europe, as part of the #LevelUpWithNikon campaign, creators
were invited to take Nikon equipment to tourist spots andother locations where their images can shine. We approachedmainly young smartphone users and showed them tips on
photography using Nikon equipment, letting them experience
the diﬀerence in images from smartphones.
We have also created and published video content capturing
the event and the excitement of our customers.

In addition, we added a new Super Short Film Category forvideos between 20 and 40 seconds in length to our Nikon PhotoContest 2022-2023. By accepting submissions of short videos,a more familiar medium for younger generations, we havelowered the barriers for participation especially among young
video creators, providing opportunities to show oﬀ a morediverse range of works to the rest of the world.
In Japan, we once again sponsored the annual Vertical MovieAward, an award supporting young video creators whochallenge themselves via vertical movies. Through our activities,
we have supported the activities of video creators with aparticular focus on young people.

GovernanceCorporate Citizenship Activities＞ Ensuring Trustworthiness by Maintaining and Increasing Quality

Strengthening the Foundation of
the Organization to Utilize Design inManagement
The Nikon Group has established an organization andoperational structure that encourages design to enhance thevalue of the experience of products and services delivered
By deepening our understanding of our clients' essential
needs and utilizing the design process in our approach to theirsolutions, we aim to revitalize our efforts.
In addition, in order to deliver even more value to the customer's
experience of our products and services, we are focusing on
traditional graphic design for not only all contact points items,
but also on movie and exhibition booth design.
In this way, we will continue to make use of design in ourmanagement to make the Nikon brand more valuable to ourcustomers.
Designhttps://www.nikon.com/company/technology/design/

Young smartphone users, in particular, were able to experience the difference between images from Nikon equipment and smartphones

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