Consumer Service
Consumer Service System
Quality Assurance & Customer Responsibility
Policy and Basic Approach
Since its founding, Gunze has prioritized providing products and services that customers can use safely and with peace of mind, adhering to product safety
regulations under the management philosophy of “Respect for Humanity and Provision of Superior Products.”
Moving forward, across diverse business domains, we will continue to earn customer trust through our Product Safety Basic Policy and consistent quality assurance
system.
Basic Policy for Product Safety
With safety above everything else, we manufacture and supply products that our customers can rely on.
System
Quality Assurance System We have established a quality assurance system centered on the Chief Quality Assurance Officer, operating under the President and CEO.
- ・Technology Development Department Quality Management Division: Oversees company-wide quality management, audits, improvement activities, and manages/supervises fraud prevention.
- ・Business Division Quality Assurance Department: Implements quality assurance and quality management tailored to each business product's specific characteristics.
While each business division implements quality management leveraging its specialized expertise, company-wide quality assurance activities maintain a unified, high-quality standard.
To ensure maximum satisfaction for all customers, our consumer service staff is at work responding to inquiries and requests from customers and sharing
their input with related divisions. Of the questions and feedback the consumer service staff receives, 93% are related to our apparel business. Of
these, 60% include requests to purchase products introduced in newspapers or magazines.
To quickly and correctly respond to customer demands, the consumer service staff keeps close contact with the sales department to exchange information.
They also respond to complaints and claims with extra care by working closely with related business divisions to identify the causes of problems.
Quality Management System Certification Status
The Gunze Group has established a Quality Management System (QMS) centered on its manufacturing sites, aimed at continuous quality improvement.
Additionally, it has obtained external certification standards according to the characteristics of its businesses.
Major Certified Standards
ISO9001: Quality Management System
ISO13485: Medical Device Quality Management System (Medical Division)
OEKO-TEX® STANDARD 100: Textile Product Safety Certification (Textile Materials Division)
Each business site and factory obtain certifications tailored to its specific operations. We strive for continuous improvement of our quality management system through regular audits conducted by third-party organizations.