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2.4 Controlling

Organizational control means monitoring process performance and taking

action to ensure that the results achieved as expected. (Teks Pra- !TP"

Penga#ian Perniagaan 2$%4&

's a multinational conglomerate corporation !on) monitor and regulate

efficientl) and effectivel) an organization from the customers products

emplo)ees supplier relationships and communit).

2.4.1 Customers

!on) is taking various measures to continuousl) improve product and service

*ualit) from a customer+s perspective in order to gain its customers+

,satisfaction ,trust and ,confidence.

Customer Satisfaction (CS) Philosophy

!on) elieves that it is !on)+s mission and its ma#or goal to continue to e

,the customers+ most trusted partner in the 2%st Centur) ) al/a)s vie/ing

things from ,the customers+ perspective and to continuousl) implement and

provide improved high *ualit) C! as a compan) /ith high expectations from

customers.

Customer Information Center

!on) estalished its first ,Customer 0nformation Center in 1apan in %3 to

provide its customers /ith timel) and appropriate consultation to their

in*uiries. This function has no/ expanded to /orld/ide sales susidiaries.

5urther /ith the gro/th of internet use !on) has also increased its efforts to

develop c)er-infrastructure to provide !on) product information in a timel)

manner. !ome examples include disclosure of products information and

reinforcement of the 5re*uentl) 'sked 6uestions (5'6& site (compiling most

fre*uentl) asked *uestions and ans/ers& on the /esite.

0n the .!. !on) has improved the 0T infrastructure ) installing the latest

automatic voice-response s)stems to provide *uicker and smoother service toits customers.

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Sonys Global Repair Serice !et"or#

7esides !on)+s efforts to improve product *ualit) !on) is also implementing

various measures to improve after-sales services *ualit) to follo/ up on the

prolems after the products have een used.

!ince %3 !on) implemented a compan)-/ide electronic distriution of

service-related technical information. This measure fulfilled a& the rapid

distriution of the latest information & shortening of repair lead-time and c&

sharing of common kno/ledge dataase (' searchale dataase of

kno/ledge and kno/-ho/& and various training programs on a /orld/ide

asis.

Safety of Pro$ucts an$ %fter&Sales Serices

Customers+ safet) is a matter of greatest importance to !on). 's such !on)

is constantl) striving to identif) and improve customer safet) in a /ide range

of usiness activit) areas from product development to after-sales services.

!on) strives not onl) to conform to applicale international and national

product safet) standards ut also to ensure that the necessar) measures aretaken to avoid potential harm to customers. !on) has developed its o/n

internal safet) standards from product development designing and through

ever) production stages.

'dditionall) !on) has a department charged /ith anal)sing an) latent

medical risks posed to customers. This department undertakes research to

ensure that the use of !on) products and services does not have possile

adverse effects on human od). The research information is shared /ith

related departments as deemed necessar) and is applied to make appropriate

management decisions.

Personal Information 'anaement

0ncreased commercial use of net/orks such as the 0nternet has made it eas)

to collect handle and manage large volumes of electronic data including

personal information aout customers. The use of data securit) tools in themanagement of such information has ecome increasingl) important to

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prevent leaks and protect privac). 8hile legislation to protect privac) is eing

enacted around the /orld !on) Corporation formulated ,!on)+s 9loal

Principles on Personal 0nformation in 1ul) 2$$$. These principles are

designed to ensure the appropriate handling of personal information

throughout the 9roup.

!on) Corporation has estalished an organization charged /ith promoting

personal information management. This organization continuousl) provides

training programs for all its emplo)ees on personal information management

and monitoring compliance of its compan) rules.

!on) hopes that these activities /ill reassure customers that the) can feel

secure in providing !on) /ith personal information.