With our priority on the safety and peace of mind of customers, based on appropriate ethical standards, we strive to increase customer satisfaction by working together with partners to provide safe, high-quality products and services.
To guarantee the performance and safety of its products, BANDAI has in place the Product Management Department, which is independent from the business divisions engaging in planning, design, production and sales.
Each year, BANDAI handles as many as 14,500 products of which over 8,000 are new products developed in a wide variety of categories. We have therefore established various quality standards to accommodate product features and the diverse needs of customers, and we design and select materials accordingly. For example, we have adopted structures based on the target age range to ensure that shapes of parts are checked and consideration given to the length of straps, etc. hung around the neck, so that they will automatically loosen when a certain load is attached. BANDAI’s quality standards are categorized into three major factors - safety, function, and presentation - and consist of 370 items. For all of our new products, we conduct a new product inspection based on the BANDAI quality standards to confirm the safety of the products. When a specification change is made to an existing product, we conduct an inspection equivalent to the new product inspection. All products manufactured are subject to the acceptance inspection by lot. In the Chinese regions, BANDAI (SHENZHEN) conducts the inspections, while in other regions we request a third-party institution to conduct the inspections, thereby confirming that mass-produced products provide the expected quality.
Furthermore, BANDAI is a member of The Japan Toy Association. Our products that are applicable to the “ST Mark” under the toy safety indemnification system set forth by the Association have basically passed the ST standard and bear the ST Mark.
In addition, BANDAI SPIRITS, which produces products for the mature fan base, practices quality control using the know-how cultivated from many years of experience at BANDAI and BANPRESTO so that customers can enjoy our products appropriately and with peace of mind. Criteria have been established with regard to structure, including the information required to use the product safely (information on proper assembly and use, precautions, etc.) and a level of strength that ensures no problems will arise in normal everyday use. We deliver our products to customers in accordance with those criteria.
The logo for a gold product safety company is granted to companies that have received the Minister of Economy, Trade and Industry Award at least three times. Subsequently, as a result of the renewal assessment performed after five years, BANDAI became the first company in the “manufacturer and importer division, major companies” category to be given a star on its logo for gold product safety company.
We confirmed that BANDAI, after it was certified as a gold product safety company, has been adding new initiatives toward realizing product safety at an even higher level by continuing to renew its own quality and safety standards and taking other steps while maintaining its conventional initiatives. Furthermore, it was confirmed that BANDAI was actively delivering messages and taking initiatives toward nurturing product safety culture through school education programs and the Internet. Going forward, we look forward to seeing BANDAI, as a top runner in product safety, proceed with initiatives that can serve as role models widely for other firms not limited to those in the same industry, while promoting activities to heighten awareness of product safety.
BANDAI holds supplier conferences every year to share information on safety standards associated with revisions to domestic and international laws related to toys and quality standards set forth individually by BANDAI. (We cancelled the FY2021.3 conference from the viewpoint of preventing the spread of COVID-19 infections and distributed materials in an effort to assist suppliers in deepening their understanding.).
BANDAI has also established the BANDAI Supplier Awards, which recognize suppliers that maintain high levels of performance in regard to evaluation indicators adopted by BANDAI. We are working together with suppliers to improve working environments and quality. Suppliers that receive awards share their know-how by giving lectures to other suppliers about their initiatives on the front lines.
The manufacturing of BANDAI products is mostly outsourced to affiliated manufacturers overseas. BANDAI (SHENZHEN) in Shenzhen, China is an important production management base for the Toys and Hobby business, and this is where quality control, quality inspections and other safety tests are conducted. We work to gather information and give feedback for enhancing quality assurance activities, reinforce our inspection system and implement a wide range of employee education programs. At the same time, we share product quality issues.
At ARTPRESTO, we work to thoroughly carry out quality management of products at production sites by creating diagrams of and managing our systems for maintaining the quality of products and preventing occurrences of defective products in our production processes, and by conducting audits of our plant. In addition, we built and manage a database for the materials we use by type of material and by product title. We also perform periodic checks of newly adopted materials according to the property of the material as part of our efforts to ensure safety.
At Bandai Namco Arts, we implement witnessed inspections of manufacturing processes at plants that assemble DVD and Blu-ray Disc packages, as well as perform interview-based reviews and plant environment inspections using audit checklists that indicate in-house standards for goods sold at live event venues.
Our “Customer Service Center” plays an important role as we strive to promote communication with customers. For example, at BANDAI, to respond promptly to the approximately 10 thousand contacts we receive from customers each month, we keep the comments and requests received at the Customer Service Center in a database while taking the utmost caution in handling personal information. By so doing, we are able to more accurately and thoroughly respond to customers. In addition, we reflect the information accumulated in product development, driving improvement in customer satisfaction.
To give an example of in-house enlightenment activities to maintain quality, Bandai Namco Entertainment holds briefing sessions for business divisions whenever necessary to share information on products and promotional goods for general consumers, including information on any defect cases and the latest applicable laws and regulations. During the last fiscal year, briefing sessions were mainly held online due to the circumstances under the COVID-19 pandemic. In addition, with a view to disseminating basic knowledge on manufacturing to young employees and employees who have been reassigned, we have been periodically distributing information related to product quality since February 2019.
In holding live events, Bandai Namco Arts and Bandai Namco Live Creative (both currently Bandai Namco Music Live) work to implement management with consideration for safety so that customers can enjoy the events with a sense of security.
For example, to prevent accidents and facilitate rapid responses if necessary, the event operation manual contains detailed countermeasures and response methods. We also take such steps as holding staff meetings in advance to ensure that all related parties know what to do in the event of an extraordinary situation. In addition, from the perspective of preventing the spread of COVID-19 infections, we have formulated a guideline for online streaming and holding live events.
We are also promoting the transition from paper tickets to electronic tickets to improve usability and security.
At Bandai Namco Arts (currently Bandai Namco filmworks), we take initiatives such as by providing voice guides that explain the background to the story and describe the movements and facial expressions of the characters, and displaying subtitles so that people with a visual or hearing impairment can also enjoy visual content.
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© 臼井儀人／双葉社・シンエイ・テレビ朝日・ＡＤＫ 2020
Bandai Namco Amusement conducts safety inspections (precautionary inspections, self-inspections) of all amusement facilities, including architecture, electrical equipment, fire-fighting equipment and cabinets. We also perform periodic inspections, including self-inspections in addition to statutory inspections, at kids’ spaces and large-scale entertainment areas.
Additionally, we conduct voluntary hygiene inspections and hold hygiene seminars at facilities that provide food and drinks.
At Bandai Namco Amusement’s games facilities, where a number of amusement machines are in operation, we conduct safety checks of equipment used in the facilities. In addition, periodical inspections specific to electrical equipment, including the backyard, are performed by specialists.
Injuries, accidents, or other unforeseeable situations are possible even when equipment is highly safe, depending on the way it is used or installed. Bandai Namco Amusement verifies the safety not only of the equipment itself but also when equipment is installed so that customers can use our facilities with a sense of security.
Bandai Namco Amusement focuses on the pursuit of fun in games, while at the same time advancing initiatives to enable customers to play with a sense of safety and security. As part of this effort, safety reviews are conducted by a variety of departments, such as development, production, quality assurance, and service. In the fiscal year ended March 2021, we conducted 60 safety reviews primarily for our new products.
In the course of developing new products, we verify the safety of parts that customers come into contact with as well as review the safety of facility staff members when they conduct maintenance work.
Bandai Namco Amusement is promoting the acquisition of AOU Youth Advisor certification, a qualification given to those acquiring special knowledge and experience in youth development activities, in an effort to foster sound amusement spots.
At LOGIPAL EXPRESS, we make sure to provide a series of education programs to drivers to ensure safe driving, from driving aptitude diagnosis at the time of hiring, safe driving training and education by sitting next to the driver, to various training programs, including education at workplaces, eco-driving training, and driver contest.
At LOGIPAL EXPRESS, as part of our initiatives to increase the safety of transport operations, we work to obtain the G-Mark certification for the safety evaluation business for motor truck transportation businesses accredited by the Japan Trucking Association to offices with excellent safety standards.
Offices of BANDAI LOGIPAL and LOGIPAL EXPRESS, at which trucks and cars are stationed, provide support for local traffic safety associations and continue to make donations to assist with local traffic safety activities. In addition, during the spring and autumn traffic safety campaigns, we are working to enlighten traffic safety by working together with local police stations and traffic safety associations in the implementation of street-level activities.
At BANDAI LOGIPAL, we have acquired the AEO customs broker certification* and conduct prompt customs operations in accordance with laws and regulations. In addition, we acquire various public certifications, such as the international standard ISO9001 for quality management systems and the Privacy Mark for the protection of personal information, in an effort to provide high-quality services within the Group.
*A customs broker certified by the chief customs inspector as a party which has established a system for cargo security management and a legal compliance structure. BANDAI LOGIPAL became the sixth company in Japan to receive AEO certification.
Each Unit implemented various training programs related to ethical language. At the same time, we collected various examples and the latest information and promoted information sharing by holding study sessions, distributing mail magazines for employees, etc., so that we can provide products and services that use appropriate language.