- Overview of Honda
- Social Contribution Activities
Quality Performance Report
Aiming for 120% product quality
Aiming to Bring Reassurance and Satisfaction to Customers
“We have to aim for 120% product quality. If 99% of the products we make are perfect, that would seem like a pretty good record. However, the customers who become the owners of the remaining 1% will surely consider their products 100% defective. It is unacceptable that even one customer in a thousand – even one customer in ten thousand – should receive a defective product. That’s why we have to aim for 120%.”
These words of founder Soichiro Honda define the company’s fundamental approach to quality, or more specifically, what it means to strive to be a company society wants to exist. Determined to meet or exceed the expectations of customers, Honda is taking new initiatives to reach high product quality standards.
To strengthen customer trust by offering products founded on safety and offering a new level of outstanding quality, Honda has created a quality cycle that continuously enhances quality at every stage encompassing design, development, production, sales and after-sales service.
In order to realize the basic principles of “Respect for the Individual” and “The Three Joys” (the joy of buying, the joy of selling, the joy of creating), Honda has stated that being the number one in customer satisfaction in all points of contact is a primary objective of activities. Honda works in partnership with dealers to increase customer satisfaction to allow them to continue handling products with confidence at every stage, from purchase to after-sales service, ensuring that a high level of satisfaction is provided to customers at all times.
Offering a New Level of Outstanding Quality
Over the years, Honda has implemented different activities aimed at realizing products that offer a new level of outstanding quality.
Meanwhile, the industry is heading toward an unprecedented turning point concerning response to the environment, safety and intelligence.
Honda seeks to create new value through open innovation, with examples including motorization of the powertrain, accelerating introduction of driver assistance technology to eliminate traffic accidents and teaming up with other companies, including from other industries, to challenge new forms of mobility that incorporate the Internet of Things (IoT).
Moving ahead, Honda aims to reduce trouble at all points of customer contact alongside evolution in mobility and living in addition to ensuring the utmost quality in products and services provided to customers. The pursuit of quality in each domain allows the evolution of activities that realize a new level of outstanding quality.
Quality Management System and Quality Enhancement Promotion System
Global Honda Quality Standard (G-HQS) Aimed at Increasing Quality of Honda Brand Products
As Honda’s production and parts and materials sourcing expand globally, a shared global quality management system is essential to ensure that all Honda facilities continue to generate 120% product quality. G-HQS established in April 2005 serves as the foundation of this.
G-HQS is a set of fundamental standards supporting quality assurance and improvement activities in all domains based on Honda’s Quality Cycle. The aim is to increase the quality of Honda brand products manufactured and sold around the world. Each site complies with G-HQS to enable a uniform quality assurance system across the board and contribute to quality assurance not only in production activities but also in logistics and services.
Honda separates functions such as design/development, manufacturing, sales/service and quality into global and regional, and clearly defines roles and responsibilities when conducting activities to enhance and improve quality in accordance with Honda’s Quality Cycle. With G-HQS, goals and regulations concerning quality assurance activities for each function are stipulated globally. The means for realizing these goals and requirements are codified for each region in line with local characteristics. These means are conceived of and codified by each region independently, which enhances awareness of quality improvement and leads to the personal growth of local quality managers.
Based on ISO9001* criteria to which Honda production facilities in Japan and around the world have been or are to be certified, G-HQS represents the accumulation of knowledge Honda has gathered independently in producing quality products and preventing previous issues from recurring. It will continue to conform to ISO certification standards.
As of the end of March 2018, 61 of the 67 Honda facilities had acquired ISO9001 certification.
* An international quality control and quality assurance standard set by the International Organization for Standardization (ISO)
Global Meeting Structure
In order to ensure the strengthening of quality under this quality management system, Honda sets challenges based on quality targets established in company-wide policy, which are then modified to reflect the challenges found in different regions with countermeasures formulated for them. The management of this initiative and information-sharing are conducted regularly at the Global Quality-related Meetings, which include the Global Automobile Quality Meeting, chaired by the Chief Quality Officer (CQO) and attended by persons responsible for departments involved in quality from the headquarters and regions. Each of the Honda businesses, i.e., Automobile, Motorcycle and Power Products, holds its own Global Quality-related Meetings.
In the area of customer service, we have devised an action policy focused on each customer so that we can create value through service and provide a feeling of joy in continuing to use Honda products. Persons responsible for departments involved in quality from the headquarters and regions hold joint Global Aftersales Business Meetings to share this policy and measures globally. Productive measures and initiatives shared at the meetings are set as global benchmark levels to enable the provision of higher quality services on-site.
Global meeting structure
Global Automobile Quality Meeting
Power Product CIE Meeting
Quality Management Education
Honda offers quality management training based on in-house qualifications and the level of quality control responsibilities with the aim of improving associates’ quality assurance skills.
In Japan, Honda offers a training curriculum with four courses divided into basic training and specialized training. As part of this, the Honda QC Basic Course (HBC) is open not only to Honda associates but also to suppliers and focuses on training experts in all aspects of Honda quality management.
Outside Japan, the QC Junior (QC J) Course and the QC Foreman (QC F) Course are offered as basic training.
Best Quality Award
The CQO gave out awards for themes that generate outstanding results through qualityrelated measures based on policy management with the aim of elevating quality awareness. Divisions in line for recognition include development, production, production technology, purchasing, certification, quality, parts/service and IT. Awards for divisions overseas were introduced in 2012, with the CQO presenting awards on-site. Over the six-year period from FY2013 to FY2018, a total of 49 sites were visited around the world enabling direct communication with associates.