Quality
The Tokyo Electron Group provides high-quality products and services. We include the entire process fromdevelopment through manufacturing, installation and maintenance. We also focus on the quality of theentire customer experience. For us, the satisfaction and trust of our customers is proof of our quality.

Quality Promotion Framework

Quality Promotion Framework

To promote Group-wide quality activities, the TEL Group has established aquality promotion framework headed by the President and, below him, the Senior
Executive Vice President, who is also General Manger (GM) of the Development andManufacturing Division. Important quality issues and common issues are addressed
through mutual cooperation between the presidents of the Group companies andthe Quality GM. For cross-divisional quality promotion activities, the TEL Grouphas established five working groups, namely, the Technology Control Committee,Production GM Committee, Material GM Committee, Quality GM Committee, andSoftware GM Committee. These committees cooperate with each other for efficientand stable quality control, with the goal of improving customer satisfaction.
The TEL Group has also promoted the acquisition of ISO 9001 quality management
system standard certification. Since 1997, 10 locations, primarily manufacturing
companies, have obtained the certification and plan to maintain it.

Initiatives to Improve Quality
Quality Management and Quality Control Examination(Certification) (QM/QC Examination)
To promote high-quality manufacturing according to customer needs, the TEL Group
carries out cross-sectional quality improvement activities on an ongoing basis not
only at directly involved departments such as development and design but also atdepartments concerned with planning/sales, administration and services. As part ofthese efforts, we encourage Group employees to take the QM/QC Examination andget certified. Administered by the Japanese Standards Association and the Union ofJapanese Scientists and Engineers, this examination is a major quality certification test,with the number of holders in Japan totaling more than 278,000 (as of March 2015).
The certification enables employees to improve their awareness and skills in the areaof quality control, improve the quality of their work, and provide customers with highquality products. With this initiative, which started in fiscal year 2012, the number ofcertified employees has increased each year to reach a cumulative total of 880 as ofthe end of fiscal year 2015.

Representative
Director,President & CEO
General Manager,
Development &Manufacturing
Division

Secretariat(QualityPromotion
Department)

Presidents ofGroup companies
Heads of GMcommittees

SoftwareTechnology Production Material
Quality
GMGMGMControl
GMCommittee Committee Committee Committee Committee* Working group members
DesignParts
Standardization Standardization consist of officers andWorking
Working
general managers fromGroup*Group*
plants and offices in Japan.

QM/QC Certification Holders(Persons)

737

880

427

162

2012

2013

2014

2015

(FY)

Conceptual Image of Understanding
Customer Needs
Customer needs

For customer satisfaction

Requests

20

Evaluation bydepartment

満足
Understanding
customer
needs
不満足
案件

Planning/sales

mpI

To incorporate customers’ opinions and provide products and services of higherquality, we have conducted a customer satisfaction survey since 2003. In fiscal year
2015, we went one step further and established a mechanism to help the entire TELGroup incorporate customer opinions in order to provide products and services
that satisfy customer needs in a more effective manner. In an effort to accurately
understand customer opinions so that we can reflect them in our products andservices, we include in the written survey specific questions that help us design
improvement activities at a working level.
We share the results of the survey across the Group and clarify departmentsin charge before we carry out the formulation, execution, and follow-up of animprovement plan. We carry out these PDCA activities on a continual basis so as todeliver even greater value to our customers.
As a result of these quality improvement activities aimed at better customer
satisfaction, quality costs (that is, complaint-related costs) have decreased for threeconsecutive years since fiscal year 2012. In each of the recent two years, the costs
decreased by 15% on a year-over-year basis.

Expectations

roving quality

Service
Development/
designPurchase/production

through continuous impro

ntve m eeffo

rt s