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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 FY2018 FY2019 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.
  • Continue food bank activities
  • Continued food bank activities.
  • Enhance system to procure high quality raw materials (grape, etc.) in a sustainable manner.
  • Participated in GFSI activities to promote food safety.
  • Increase the speed of analyzing customer feedback and identify quality issues and improve quality.
  • Continue food bank activities.
  • Enhance system to procure high quality raw materials (grape, etc.) in a sustainable manner.
  • Create system to provide information related to Suntory's quality to overseas customers (global quality PR).
  • Continue to participate in GFSI activities to promote food safety.
Enhance group-wide quality assurance system and create synergy
  • Expanded comprehensive safety and reliability check activities on a global level and perform these activities throughout the group.
  • Began activities to share and implement Suntory's shared value globally through stipulating values and action guidelines for manufacturing we kept since the founding in Suntory MONOZUKURI Values (SMV).
  • Reorganized Group Quality Management System, established quality management rules and standards and shared them with the Group companies.
  • Began communication with overseas Group companies to share legal and risk information globally.
  • Released quality related information that wanted to be shared with overseas Group companies on the intranet.
  • Expand comprehensive safety and reliability check activities on a global level and continue to perform these activities throughout the group.
  • Engage in direct communication with overseas Group companies to deepen their understanding about Suntory MONOZUKURI Values (SMV).
  • Promote implementation of activities based on SMV in overseas Group companies.
  • Implement Group Quality Management System and activities based on the quality standard in overseas Group companies.
  • Share legal and risk information globally in a timely manner with overseas Group companies and enhance system that can respond to them from early stage.
Communication with customers Deepen relationships with customers by listening to customers' opinions more broadly and deeply than before
  • Implement external assessment of telephone and email support and enhancing the PDCA cycle improvement activities
  • Hold training on product knowledge for staff of the Customer Center to improve their skills
  • Strengthen active support (customer support utilizing SNS)
  • 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
  • Appoint customer service leaders primarily at sales sites
  • Improve provision of information through Customer Center website.
  • Promote and develop new methods to communicate with customers based on advancement in digital technology
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
  • Implement prior assessment activities from customer perspective in each process in merchandising
  • Enhance VOC activities that utilize customer feedback in management and merchandising (implement regular VOC meeting with departments involved in product development)
  • Conducted seminars designed for all employees
  • 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 FY2018 FY2019 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
  • Continued moderation advertising campaign
  • Conducted seminars for employees and alcohol tolerance tests
  • Strengthen and continue consciousness-raising initiatives to prevent underage drinking and binge drinking
  • Conduct activities that foster and permanently create an awareness of ARP risk among employees
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
  • Raised the age restriction of actors in TV commercials and revise industry voluntary standards on expression of drinking
  • Continue to implement industry commitment
  • Support digital media

Promoting sustainability activities in the supply chain

Prioritized items Mid-Term Targets Results in FY2018 FY2019 Action Plan Evaluation
Promoting sustainability activities in raw material procurement and distribution Promoting supple chain sustainability
  • Continued supply chain sustainability initiatives questionnaires after sharing sustainable procurement policy with the partners
  • Shared sustainable procurement policy with overseas Group companies (implementation of global procurement meeting)
  • Strengthened measures through the Safety Committee to promote safety coordinated with distribution affiliates
  • Continuation of supply chain sustainability initiatives questionnaires
  • Newly implement environmental questionnaires
  • Conduct hearing with overseas Group companies on their activities
  • Continue to conduct hearings with ingredient suppliers on human rights issues
Improve safety in the distribution system
  • Improve and continue promoting safety in logistics
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