The Suntory Group values communication with customers and reflects their feedback widely in its corporate activities while also working to preserve and improve quality in all of its processes including planning and development of products and services, procurement of raw materials such as water, agricultural products and packaging materials, manufacturing, distribution, provision of goods and services - based on the Suntory Quality Policy of "All for the Quality" to continually provide products and services able to earn the trust and satisfaction of customers. In addition, we are actively engaged in tackling alcohol-related problems as a global multi-faceted food and beverage company.
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Quality
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Customer relations
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Procurement
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ARP
- Voluntary Declaration of Consumer OrientationUnder the corporate mission of “To create harmony with people and nature,” we will offer products and services that pursue highest quality and enrich the lifestyles of people around the world and contribute in realizing a sustainable natural environment.
- Promotion of Group Quality ManagementWe are working to construct and promote a quality assurance system throughout the entire Group both in Japan and overseas.
- Quality Assurance from a Customer Perspective in All ProcessesGrounded in the Suntory Group Quality Policy, our employees are continually working on quality assurance activities in all of our processes, from product planning and development to material procurement, manufacturing, distribution, sales, and services.
- Appropriate Information DisclosureWe provide information on quality assurance and its activities in accurate and easy to understand way for the consumers to ensure their peace of mind and trust.
- Communicating with CustomersWe listen to the voice of customers and respond to them timely, accurately, and sincerely.
These voices are reflected in business activities to develop and improve better products and services. - Nurturing Employees that are Customer OrientedIn order to promote Customer oriented management, we conduct enlightenment activities to make employees Customer oriented.
- Sustainable ProcurementWe are promoting Sustainable procurement with our business partners to contribute to the realization of a sustainable society.
- Just and Fair TransactionsWe base our relationships with business partners on just evaluations and selection and fair competitive opportunities.
- Promoting Distribution Considering SafetyWe are promoting environmental distribution that is safe and considers the environment in cooperation with distribution affiliates.
- Reducing Harmful DrinkingAs a company dedicated to responsible manufacturing and sales of alcoholic beverages, we play an active role in addressing alcohol-related issues.
- Measures for Healthy and Comfortable LifestylesAs a company dedicated to responsible manufacturing and sales of alcoholic beverages, we play an active role in addressing alcohol-related issues.
Sustainability Action Plan
Target achieved: Achieved 70% or more:
Achieved less than 70%:
We provide products and services that contribute to the safety, reliability, and healthy lifestyles of our customers first and foremost.
Prioritized items | Mid-Term Targets | Results in FY2019 | FY2020 Action Plan | Evaluation |
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Quality assurance based on the customer's perspective | Gain a higher level of trust from customers |
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Enhance group-wide quality assurance system and create synergy |
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Communication with customers | Deepen relationships with customers by listening to customers' opinions more broadly and deeply than before |
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Reflection of customer feedback in corporate activities | Expand system for improving products and services based on consumer feedback and penetrate throughout the entire group globally |
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Alcohol Related Problems
Prioritized items | Mid-Term Targets | Results in FY2019 | FY2020 Action Plan | Evaluation |
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Awareness-raising initiatives promoting responsible drinking | Popularize and raise awareness of responsible drinking among consumers |
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Pro-active approaches to improve industry-wide initiatives | Leading the industry, implement industry commitments for the World Health Organization's global strategy to reduce harmful uses of alcohol |
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Promoting sustainability activities in the supply chain
Prioritized items | Mid-Term Targets | Results in FY2019 | FY2020 Action Plan | Evaluation |
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Promoting sustainability activities in raw material procurement and distribution |
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