Service to Customers

●CS Recognition Program

The Anritsu Group in Japan introduced its CS Award in fiscal 2008 to recognize employee contributions to improved customer satisfaction.
Services provided by employees are connected in various ways to a large number of people, such as members of partner companies, various external groups and regulatory agencies, business partners including financial institutions, and local communities as well as customers.
Your words of appreciation will encourage our employees and provide a benchmark for their day-to-day services. Our CS Awards honor employees who have received customer praise for services that are difficult to quantitatively evaluate. This is one way in which we assist them in providing satisfaction that exceeds customer expectations.
The CS Award of the Year recognizing exemplary contributions to CS improvement in fiscal 2010 was presented to the Zero Defect at Delivery department of Tohoku Anritsu Co., Ltd. and the Anritsu Corporation Koriyama Office. During the first half of fiscal 2010, these two departments achieved zero defects during the delivery of radio communication analyzers, which are used for developing, producing and inspecting mobile phones. Although one might think this level of operations should be expected, their daily efforts clearly contributed to customer satisfaction.

●Employee Training

In fiscal 2010, we posted information about the Anritsu Group’s CS activities in our corporate magazine every month under the title, “Together with Customers.” The goal was to raise employee awareness of best practices for dealing with customers by explaining the goals of the Anritsu Group, CS survey results and the CS Award ceremony. We will continue posting information on the CS activities of individual departments, CS-related columns and other articles.

Request 1: Reduce overall delivery time
◆ Efforts to ensure prompt delivery and improved quality
We are working to improve productivity and reduce delivery time by minimizing waste and improving efficiency through production innovation and small group activities. We are also striving to establish a framework for safeguarding the stable supply of parts through close collaboration between the procurement and production planning departments as well as through the utilization of tools for meeting requested delivery times.
The quality assurance department also reduces the defect ratio in collaboration with related company departments, including the development, production and service divisions. We particularly set quality goals to prevent incidents of defects found at the time of delivery. When a defect is discovered, we identify the root cause, take preventive steps, and extend actions to similar product models for comprehensive quality improvement.

Request 2: Expand the repair/service options and consider lower prices
◆ Upgrading and expanding the repair/calibration menu
We added functions to the Anritsu Corporation website so that customers can review guarantee periods and unique service options in different regions. Anritsu Customer Services Co., Ltd. also offers Cal Discount, through which customers can use our calibration service at a discount by signing up in advance for multiple calibration services. These are just a few of the ways in which we are improving our services worldwide by taking into account customer requests.

Request 4: Provide seminars and workshops for learning about products
◆ Providing basic seminars
Our measuring instruments business division regularly distributes e-mail newsletters to customers in order to provide information about campaigns and new products. In response to customer requests, we periodically offer files for downloading, such as a spectrum analysis guide and information about basic seminars on measuring instruments. About 80% of surveyed participants responded that these seminars were helpful.

●Ensuring Efficient, Secure International Logistics Operations

In December 2008, Anritsu was certified as Japan’s 157th Authorized Exporter by Yokohama Customs. The purpose of the authorized exporter system is to ensure compatibility between efficient operation and security for the vast volume of cargo handled in international logistics.
An authorized company enjoys benefits such as shortened delivery periods for export products and reduced export costs. At the same time, the company is required to take on additional responsibility for its export operations.
The authorized exporter system is not unique to Japan. Other nations have adopted similar systems under the overall category of Authorized Economic Operator (AEO), based on guidelines established by the World Customs Organization. International collaboration advanced further in 2011 with mutual authorization agreements signed between Japan and South Korea in May, and between Japan and Singapore in June. Along with prior agreements signed with New Zealand, the United States, the EU and Canada, the scope of the system has now expanded to include six countries and regions.
In December 2010, Anritsu underwent a post-authorization AEO audit conducted by Yokohama Customs. The audit confirmed that Anritsu consistently adheres to the self-management standards required of an authorized operator and identified no areas for improvement.
We will continue improving and reinforcing our compliance program and risk management in order to further contribute to the development of a safe, secure and prosperous global society.