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Hitachi

Hitachi Capital Corporation

Hitachi Capital considers customers and business associates ato be partners to resolve the issues to realize a sustainable society and environment, and attain growth together. We adhere to "Basics" and "Ethics" in our management policies, and place top priority on rights and interests from the perspective of customers and business partners.

For the Customers

We are working to maintain our high-quality management organization and enhance customer satisfaction to provide reliable services and product that meet customer needs.

Enhancing Customer Satisfaction

We view feedback from customers as opportunities for making continuous improvement in our products and services that lead to greater customer confidence and satisfaction. Under our "Inquiries/Complaints Handling Policy for Customer's Satisfaction," we treat all of this feedback fairly and seriously, and respond sincerely to customers in a timely manner. Since December, 2015, we have redesigned and released the system for feedback from customers, can respond to requests for consultation, complaints, and inquiries organizationally. In regards to requests for consultation, complaints, and inquiries from customers, we not only check the number of times we have been contacted, but if they are complaints, we identify the cause of complaints. We also make sure that(1) these complaints are recognized by responsible departments as complaints, that(2)they are addressed properly, and that(3)they are reported as information related to accidents. The results are shared throughout the entire company in the form of Customer Reports on a monthly basis. Through these efforts, we work together as an organization to address complaints accurately and prevent their recurrence.

Number of complaints, questions, and inquiries in fiscal 2016
Complaints 67
Inquiries 96,579
Requests for consultation 214,451
Total number of contacts 311,097

Hitachi Capital Insurance Corporation has been disclosing "customer feedback"(complaints and requests) it receives from customers, as well as the results of surveys conducted since fiscal 2007 on the satisfaction level of customers for whom the payment of insurance is completed, since fiscal 2010.

For Partners (suppliers and partner vendors)

We position our partners as associates who work with us to provide our customers with optimum solutions. We act on the purchasing rules that clarify the procedures for carrying out purchasing operations, while working on the internal control of purchasing operations(Note 1) and implementation of corporate ethics in those operations.


Note 1: An in-company system that divides responsibilities. It not only prevents internal fraud and errors before they occur, but also promptly identifies them after they occur.

Basic Stance toward Purchasing

We observe our Basic Management Policy in all purchasing processes for goods and services, with the exception of stock goods( goods and services related to business transactions such as lease assets and maintenance). We conduct purchasing activities proactively and rationally, taking into account our management policies and the global environment, thereby contributing to the realization of our management targets.

We always act with an awareness of costs and based on the idea that our business partners are also stakeholders. At the same time, we strive to act with dignity in observing social justice and corporate ethics in a way that is consistent with our management philosophy. We also strive to prevent damage attributable to "antisocial forces" by implementing initial and regular survey(including asneeded) for customers and suppliers.

Internal controls for purchasing operations

We conduct business with checking function, to prevent fraudulent activities in purchasing operations, and complete independent processes for purchasing requests(Application to the department in charge of purchasing to procure goods and services from outside the company), orders(contracts)(Issuance of an order with a supplier by the department in charge of purchasing, based on a purchasing request), and acceptance (Validation of delivered items( including services etc.), both tangible and intangible, such as cargo receipt and incoming inspections). We also take steps to ensure that no single person has the authority to undertake two processes or more.