Quality Management

Guided by our fundamental philosophy of helping enrich society by providing high-quality, superior products, services, and support that are reliable and result in customer satisfaction and by our Quality Policy, the Canon Marketing Japan Group (hereinafter the "Canon MJ Group") has established a quality management system that enables us to achieve our targets, improve quality and maximize customer satisfaction.

In advancing business transformation with the IT solutions business at the core of growth, the Canon MJ Group focuses our efforts on activities to keep responding to customers' voices.
We listen to customers' voices to improve the quality of our products, services, support, customer services, business process, and other aspects, we determine what needs to be improved to enhance quality and focus on activities for continually raising quality.
We regularly inform all employees of the Quality Policy to establish a quality management system for achieving targets.

We established the Quality Improvement Committee under the Management Committee. It consists of responsible people from business units, headquarters and Group companies. It is chaired by a Director & Senior Vice President. Working to improve quality, this committee discusses and shares information about quality situations and customer satisfaction four times a year.
In 2025, it held a seminar on improving customer satisfaction that an external specialist was invited to teach at. The committee also discussed creative measures and improvements that had been devised and implemented by individual departments to improve quality on the themes of internal quality audits, quality risks and learning from failure to facilitate mutual awareness-raising.

For the value (products, services and support) that the Canon MJ Group provides to customers, we have established our own unique quality management system that augments the requirements of ISO9001, the international quality control standards, and are working to improve customer satisfaction.
We provide customers with a wide array of products, services, and support.
We are working to optimize the processes from the commercialization concept to the end of after-sales service, as well as the supporting processes, and improve the results (outputs) achieved in each process, in accordance with the Quality Assurance Basic Regulations, the rules on quality assurance that apply commonly to the overall company, Detailed Rules on Quality Management System, which stipulate the details of activities, and the individual quality management guidelines that are based on the characteristics of each product, service, and support. To optimize the system for the overall organization, Quality Improvement Leaders, who are selected from among people with knowledge about a diverse range of products and services and appointed at the recommendation of the head of each division, manage the progress of QMS, provide guidance on it, conduct internal QMS audits, and take other measures with support from the quality assurance division. Quality Improvement Leaders are required to pass the ISO 9001 internal auditor training course certified by CQI | IRCA, an international certification body, and this certification guarantees their skills as internal auditors.

We deem it important to manage quality risks, not to mention the safety of products, services, and support. We have therefore established a system for ensuring an appropriate, prompt responses in the case of troubles with a product, service, or support provided to a customer.
With respect to the quality of products, etc. in the market, we strive to respond promptly to customers by working together with Canon Inc., which is responsible for manufacturing, as well as with other manufacturers, etc. via an IT system. For problems which we judge may affect customers, we disclose the information promptly as an "Important Announcement" about a product on our website and in other media, and take other measures to let customers know and draw their attention to the problems.

At Canon MJ, we established the Basic Policy on Product Safety in July 2007 and the Voluntary Action Plan for Product Safety in March 2008. Based on the Basic Policy, we strive to implement our voluntary action plan.