We do our utmost to ensure product safety and improve usability while at the same time working to add greater value to our products and build customer trust.
Canon offers a diverse range of products globally for both consumers and businesses. Many of these products relate directly to people’s lives and public safety, such as network cameras and those used in the life sciences.
Product responsibility—the concept of providing products that customers can use safely, and with confidence and satisfaction, in ways that contribute to the betterment of society—has become increasingly important. Amid rising customer expectations for technological innovation and burgeoning safety and environmental concerns, success in satisfying these needs has a substantial impact on corporate activities. In particular, a serious quality issue affecting customer safety that results from a defective product or service can negatively impact the business financially or erode trust in the brand.
Conversely, supplying high-quality products that meet customer needs, and developing innovative technologies to satisfy emerging requirements can yield immense opportunities for growth.
Canon’s basic mission when it comes to quality is to ensure that customers have “no complaints, no trouble,” and we work hard to ensure “Canon Quality” throughout the entire Group. In line with this creed, we created a quality management system that follows the requirements of the ISO9001 international standard, and we strive to improve quality across the entire product lifecycle, from planning and development to production and after-sales service.
Along with establishing in-house product safety technical standards that are stricter than regulatory requirements, we created a system for gathering comments and requests from Canon users worldwide, which we share with relevant divisions, as means to improve our products and ensure safety.
As part of the goal of Canon’s medium- to long-term business plan to “reinforce/expand new businesses while creating future businesses,” we also aim to leverage our superior technical expertise to drive innovation in a range of areas and meet our product responsibility.
In addition, we are working to promote greater accessibility in Canon products worldwide by ensuring different customers can use them easily and with confidence. These initiatives include designing product manuals to make them easier to understand and actively adopting Universal Design principles in product development.
To ensure product safety, we are taking steps to reinforce internal legal/regulatory compliance systems across all Canon Group divisions, while also promoting activities to improve quality assurance from the development stage. In 2017, we set up a company-wide committee chaired by the President of Canon Inc. and including senior managers from each business group focused on improving product quality from the development stage. Using this framework, we are working to eliminate quality issues by promoting the active adoption of best QA practice across all business divisions. We also continue to promote quality training for all employees and expand our awareness-raising activities.
In order to ensure our customers can use our products with safety and peace of mind, we go beyond legally prescribed standards with our QA management. In addition to establishing our own safety standards, we have prepared an environment where we can thoroughly and accurately evaluate product safety.
Canon strives to develop products that different customers can use easily and with confidence. In 2017, we continued a range of initiatives aimed at improving the usability of products, services and apps, including field-testing and interviews to gain customer feedback, an in-house product tester system, and evaluations by usability experts.
Canon’s various activities relating to product responsibility contribute to the achievement of SDG 12, “Ensure sustainable consumption and production patterns.” The results of a stakeholder survey we conducted showed that in the field of responsible manufacturing, expectations are high for Canon’s contribution towards realizing SDG 12.