Sustainability
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Sustainability Initiatives

To Create Harmony with Customers and Partners
Products and Services

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.

  • Quality
  • Customer relations
  • Procurement
  • ARP

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
Quality assurance based on the customer's perspective Gain a higher level of trust from customers
  • Identified quality issues from customer feedback and improved quality.
  • Continued food bank activities.
  • Participated in GFSI activities to promote food safety.
  • Conducted strategic quality assurance training.
  • Reviewed quality assurance initiatives for customers and customer service personnel as well as quality support tools to bring awareness to information, and created new information support tools that are used very frequently.
  • Identify quality issues from customer feedback and improved quality.
  • Continue food bank activities.
  • Participate in GFSI activities to promote food safety.
  • Conduct strategic quality assurance training.
  • Review quality assurance initiatives for customers and customer service personnel as well as quality support tools to bring awareness to information, and create new information support tools that are used very frequently.
Enhance group-wide quality assurance system and create synergy
  • Promoted comprehensive safety and reliability check activities throughout the group.
  • Engaged in direct communication with overseas Group companies to deepen their understanding about Suntory MONOZUKURI Values (SMV).
  • Expanded activities based on SMV at overseas Group companies.
  • Implemented the Group Quality Management System and activities based on the quality standards in overseas Group companies.
  • Shared legal and risk information globally in a timely manner with overseas Group companies.
  • Provided technical support to resolve quality issues at Group companies worldwide.
  • Ensured rainwater and biological safety quality standards.
  • Continue comprehensive safety and reliability check activities and promote these activities throughout the group.
  • Engage in direct communication with overseas Group companies to further promote understanding about Suntory MONOZUKURI Values (SMV) and activities based on SMV.
  • Continue to expand activities at overseas Group companies in accordance with the Group Quality Management System and quality standards.
  • Share legal and risk information globally in a timely manner with overseas Group companies and further enhance systems that can respond to this information from an early stage.
  • Put in place technical support measures tailored to the circumstances at each company and promote activities to reduce quality risks throughout the Group.
Communication with customers Deepen relationships with customers by listening to customers' opinions more broadly and deeply than before
  • Implemented external assessment of telephone and email support and enhanced the PDCA cycle improvement activities
  • Held training on product knowledge for staff of the Customer Center to improve their skills
  • Conducted customer service leader activities primarily at sales sites
  • Continuous activity to improve quality of response of the Customer Center
  • Promote PDCA activities based on results of evaluation of quality of response by external review
  • Hold training and workshops on product knowledge for staff of the Customer Center to improve their skills
  • Improve provision of information through Customer Center website.
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
  • Implemented prior assessment activities from customer perspective in each process in merchandising
  • Enhanced VOC activities that utilize customer feedback in management and merchandising (implement regular VOC meeting with departments involved in product development)
  • Deepened understanding about customers in every employee and engaged in awareness raising activities to cultivate a customer-oriented mindset.
  • Implement VOC activities in the entire value chain
  • Improve products and services utilizing customer feedback
  • Continue to conduct seminars designed for all employees

Alcohol Related Problems

Prioritized items Mid-Term Targets Results in FY2019 FY2020 Action Plan Evaluation
Awareness-raising initiatives promoting responsible drinking Popularize and raise awareness of responsible drinking among consumers
  • Implemented No Binge Drinking! Campaign and STOP! Underage Drinking Campaign
  • Launched the employee Drink Smart Ambassador program
  • Continued conducting employee alcohol tolerance tests
  • Further enhance the DRINK SMART platform at companies and universities
  • Introduce an alcohol reduction program for heavy drinkers
  • Further enhance the employee Drink Smart Ambassador program
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
  • Thoroughly complied with industry and voluntary internal standards
  • Strengthened support of warning and other labeling on digital media
  • Provided support to change the definition of a minor
  • Support amendments as an industry to the Basic Plan for Promotion of Measures against Alcohol-related Harm
  • Strengthen industry and voluntary internal standards

Promoting sustainability activities in the supply chain

Prioritized items Mid-Term Targets Results in FY2019 FY2020 Action Plan Evaluation
Promoting sustainability activities in raw material procurement and distribution
  • Continue to select and improve business partners through questionnaires, audits and other activities and to utilize PDCA with the goal of realizing sustainable procurement.
  • Improve safety in the distribution system
  • Selected primary business partners and conducted sustainability questionnaires.
    Also provided explanations about procedures for answering questionnaires through partner briefings and reduced inconsistencies in these procedures.
  • Joined Sedex
  • Strengthened measures through the Safety Committee to promote safety coordinated with distribution affiliates
  • Promote a transition to the Sedex information platform from conventional Sustainability questionnaires as a means to understand the sustainability activities of our business partners. (Conventional questionnaires were conducted for business partners who are not Sedex members)
  • Conduct risk assessment through Sedex assessment tools
  • Improve and continue promoting safety in logistics
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