In the construction industry, we regard the end users of our infrastructure as customers, as well as those who order construction jobs. Those ordering construction work also want to build a trustworthy relationship with locals throughout the duration of the project. At Tokyu Construction, we want to provide solutions tailored to these kinds of user needs. This is our understanding of customer-oriented business management, and with this understanding as our foundation, we are working with subcontractors to improve technical capacity and quality.
In order to assure the quality of our products (civil engineering structures and buildings), with the aim of improving customer satisfaction, we carry out the following activities when undertaking design, construction supervision and construction work.
1.Initiatives for Risk
We will identify risks that may exert an influence on the assurance of product quality and improvement of customer satisfaction, and consider the extent of their potential influence in order to respond accordingly.
2.Understanding Needs and Expectations
To meet customer needs and expectations as well as applicable regulatory requirements, we will explore, clarify and understand such needs and expectations.
3.Setting Quality Targets
We set effective quality targets for the following business divisions, for the purpose of assuring product quality and increasing customer satisfaction, while supporting our management policies.
・Civil Engineering Business Division
・Building Construction Business Division
The support division for management establishes targets related to the effective utilization of resources (human resources, information and communication technology and other infrastructure, employee work environments, know-how, etc.), in order to assist the business divisions in achieving the above-mentioned targets.
4.System Operations and Improvements
We will operate the quality management system, and make continuous improvements.
Quality Control System and Status of Its Operation
After the civil engineering division and the building construction division of the Tokyo Branch each obtained ISO 9001 certification in March 1997, all branches and divisions throughout Japan obtained certification by October 2000. In April 2004, the Company made a full transition to a company-wide integrated quality management system (QMS), which was registered in September of the same year. In addition, since 2005, combined external audits with an environmental management system (EMS) have also been conducted each year. In October 2017 (partly in February 2018), both re-certification and transition were approved, following our 7th re-certification audit and audit of our transition to ISO 9001: 2015.
We continue to improve our management system and deliver products and services that satisfy our customers by implementing the following PDCA cycle necessary for the quality management system on a division basis.
Status of Human Resource Development and Training
Each year, we periodically conduct training related to QMS for internal auditors, and encourage acquisition of qualifications. In addition, we provide a mandatory training program for engineers and technicians of the appropriate year, and also conduct training to enhance the skills of internal auditors and follow up on the management system.
We also provide education on the quality management system to employees, contract employees and subcontractors, as needed, at each division, department and work site.