Quality control/quality assurance

The Idemitsu Group's basic approach to quality is ''In order to ensure product safety and minimize the impact on people and the environment, we adhere to the life cycle of the products and services we provide, from development to consumption or disposal, in order to ensure product safety and minimize the impact on people and the environment.'' "We shall promote quality assurance activities that take into consideration the quality of our products and strive to improve customer satisfaction and protect consumers."

Our group has established the following quality assurance policy, which is our basic philosophy regarding quality, in our "Basic Quality Assurance Guidelines," which is the highest internal regulation regarding quality.

Our group's quality assurance system consists of two systems: one at each division/office/major affiliated company level, and one at the corporate level that supervises them. In actual quality assurance activities, these two systems work together to ensure that the quality assurance policy is realized throughout the group.

Quality assurance system at corporate level

We have established the Quality Assurance Division as a corporate quality assurance organization to strengthen quality governance for the entire Group. The Quality Assurance Division is headed by the officer in charge of quality assurance (director) appointed by the Board of Directors, the General Manager of the Safety Environment & Quality Assurance Department is the Deputy General Manager, and the President of the Manager and major affiliated companies related to quality is the head of the Division, and the Safety, Environment & Quality Assurance Department serves as the secretariat. The Quality Assurance Division establishes policies for company-wide quality assurance activities and promotes important matters such as maintaining, reviewing, and improving the quality management system, and each department and major affiliated companies implement the PDCA cycle in their own departments in accordance with the policy. At the Quality Assurance Division meeting, progress is managed and the Group's basic policy for the next fiscal year is determined. In addition, we regularly conduct quality audits of the quality assurance activities of each department and major affiliated companies to maintain and improve the management system.

●Quality management system (PDCA cycle)

Each department and major affiliated company within our group carries out quality control activities at each stage, from product development to manufacturing and sales, that contribute to maintaining and improving the quality of products and services that meet the needs of customers and society. In addition, a quality management system has been introduced in each department and major affiliated company to ensure the quality of products and services provided to customers. The number of ISO9001 certifications for departments and affiliated companies within our group is 32. (As of the end of June 2023)

In the lubricant business, all of our bases in Japan and overseas have obtained ISO9001 certification. We position quality assurance activities as the cornerstone of our business, and strive to improve product quality through the ISO9001 quality management system. We continue to promote the prevention of complaints and troubles with the aim of eradicating complaints.

Based on the "Product Safety Regulations," we check product safety at each stage from research and development to sales. Regulations in each country regarding chemical substances are changing frequently, and prompt and reliable responses are required. Our group has developed tools to manage information on the toxicity of chemical substances contained in products, and is steadily responding to changing domestic and international laws and regulations while expanding the applicable sectors.

Regarding the product safety information of our group, we issue SDS (Safety Data Sheets) based on the law. Products are classified and labeled according to their hazards according to the GHS (Globally Harmonized System of Classification and Labeling of Chemicals). We also have a system in place that allows you to search by purpose or product name on our website and view product safety information.

Our group conducts education and awareness activities aimed at improving quality awareness among employees. In order to promote quality assurance activities in each department and major affiliated companies, we hold training sessions for quality assurance executives and in-house seminars with highly specialized content such as compliance with laws and regulations related to chemical substance management. We use this information to promote our activities. Additionally, as part of our Quality Month activities held every November, we hold quality lectures, send messages from the Quality Assurance Headquarters, and display posters, giving each employee an opportunity to think about quality.

In the unlikely event that a serious problem regarding product safety or quality occurs, we will respond in accordance with our ''crisis response rules'' to minimize social impact and damage. Complaints and inquiries regarding quality are received at our Customer Center, and depending on the nature of the matter, we coordinate with relevant departments and offices of our group to respond promptly.

Regarding inappropriate conduct related to product testing announced in May 2022 by our subsidiaries, TOA Oil Co., Ltd. and Showa Yokkaichi Sekiyu Co., a special investigation committee consisting of outside experts and independent outside directors, respectively, will investigate the misconduct. We are conducting an investigation and working to prevent recurrence. The investigation reports are published on the websites of both companies.
Considering the seriousness of this incident, we deeply regret that we have caused a loss of trust with our customers and other stakeholders, and we have once again conducted an inspection of our product testing methods within our group. We will continue to enhance quality education for employees.