FACULTY OF BUSINESS AND MANAGEMENT

CAMPUS PUNCAK ALAM

QUALITY MANAGEMENT (OPM 658)

PREPARED BY NUR ESMESHUHADA BINTI MOHAMAD JASNI

STUDENTS ID 2019256166
CLASS BA244 5B

PREPARED FOR:
DR MOHD ZAMRI ABU BAKAR

SUBMISSION DATE:
20 JANUARY 2022

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TABLE OF CONTENT
Pages
Introduction to Mitsubishi Motor 3
Quality Policy / Objectives 4-5
Quality Plan / Program 5
Management’s role in continual quality program 6
Conclusion and Recommendation 7
References 8
Appendices 9

INTRODUCTION TO MITSUBISHI MOTOR

Mitsubishi Motors is a Japanese automobile manufacturer based in Tokyo. It is a
large-scale enterprise that is well-known all across the world. In 1917, it produced its first
automobile. It was founded in 1970 and became a publicly traded corporation in 1988. It is
currently managed by the Mitsubishi Family as a partnership (comprising of Mitsubishi
Corporation, Mitsubishi Heavy Industries and the Bank of Tokyo Mitsubishi). Mitsubishi
Motors is owned by Mitsubishi Heavy Industries and Mitsubishi Corporation, who together
own around 30% of the company.

Mitsubishi Motors strives to provide high-quality vehicles to its customers by

developing vehicles that are both safe and environmentally friendly without sacrificing any
convenience features. In Japan, as well as areas of Asia and North America, the corporation

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sells passenger cars and light commercial trucks. Every year, the corporation sells around
one million cars in more than 160 countries throughout the world.

The Mitsubishi Group has a strong sense of corporate social responsibility. That
sense may be traced back over 140 years to the founding of the old Mitsubishi company. In
the 1930s, the fourth president of the Mitsubishi organisation, Koyata Iwasaki, formulated a
creed that became the most lucid and well-known expression of Mitsubishi ideals. The spirit
and principles of this "Sankoryo" are still alive and well after more than 80 years.

The three (3) principles of Mitsubishi Motors are

Shoki Hoko = Corporate Responsibility to Society”

Strive to enrich society, both materially and spiritually, while contributing towards the
preservation of the global environment.

Shoji Komei = Integrity and Fairness

Maintain principles of transparency and openness, conducting business with integrity and
fairness.

Ritsugyo Boeki = Global Understanding through Business

Expand business, based on an all-encompassing global perspective.

QUALITY POLICY/ OBJECTIVES

Mitsubishi quality policy is the fundamental requirement to support their business.

1. Commit to excellence in Product, Sales and Service exceeding customer

expectations.
2. Focus on Quality of Management to continuously improve overall company
performance
3. Comply with laws and global regulations to gain trust on MMC quality.

In January 2017, in order to achieve customer satisfaction, Mitsubishi Motor reorganized

the Quality Office into the new Total Customer Satisfaction (TCS). Mitsubishi Motors basis
stated that in order to enhance their quality in all stages from when a customer purchased

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their product through the ownership period, Mitsubishi Motors are taking measurer to
improve their quality in four categories which is products quality, perceived quality, sales
quality and service quality.

During the products quality, Mitsubishi Motors includes the initial quality that
customer will experience immediately once they purchase a new car and the resilience of
the car in the duration of customer using the car. They operate their own development
management system during product development while globally undertaking cross-
divisional and cross-functional quality improvement activities to augment customer
satisfaction in both initial quality and durability quality. By examining the product quality of
the Mitsubishi Motor, they can clearly listen to the opinions of their customer and quickly
take actions towards any issues and discuss it to make an improvement.

In improving the perceived quality, it focusses on the aspects of comfort, appearance

and usability that customers will be perceived when they feel, observe and use the
products. By taking notes of what customer said, Mitsubishi Motor will definitely take a lead
in improving the look and feel in aspects such as usability, comfort, and appearance.

In regards if sales quality and service quality, Mitsubishi Motor demonstrated at the
sales companies where it has relation with contact with customers, they will listen
attentively to the customers requests in order to achieve the greatest level of customer
satisfaction.

To conclude, Mitsubishi Motor industry strive to achieve the highest levels of quality
from the customer's viewpoint so that they can achieve customer satisfaction during every
point of contact with customers

QUALITY PLAN/PROGRAM (company to customers)

To deliver a safe, high-quality products to Mitsubishi Motors customer so that they can use
it without any worried, they ensure that the product quality were taken care from the early
stage of the production. They set a quality target that need to be met, thoroughly do a
quality checked, and monitored the product until the end of their life cycle. This way, they
can prevent not only reoccurrence of past developments but also new cases from the
developing step.

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Improving Quality Through Customer Voice and Feedback

Mitsubishi Motors always strive to meet the customer quality expectations. The
company always listen to their customer feedback and respond to them quickly. Mitsubishi
Motors works quickly to improve their quality by identifying and analysing their customer
feedback. By responding quickly to the voice of customers, it will speed up the “market
actions” including the product recalls. Furthermore, Mitsubishi Motors missions is to
provide new experiences to their customers by introducing attractive and unique product
with an excellent service to achieve the customer satisfaction. Therefore, Mitsubishi Motors
gather their customer opinions, critics, and feedback through their Customer Contact
Centre.

The Customer Contact Centre inquiries is available everyday including weekends and
holidays. All the database will be kept in record for further follow up. Most of the feedback
received are regarding defects and this feedback will be channelled to the manufacturing
department for future enhancement and inspection. They are also making efforts in other
areas, such as adopting new analysis systems for gathering and analysing data on gratuitous
repairs during the warranty period (warranty repairs). By analysing the relationship between
defects indicated by customers (quality information) and records of warranty repairs. In
addition, feedback and opinion received from the customer will be shared with Mitsubishi
Motor relevant divisions and used to improve their product capabilities and quality even
further.

MANAGEMENT’S ROLE IN CONTINUAL QUALITY PROGRAM (management to employee)

Mitsubishi Motor analyse their quality information with the aim to understand “The
Top-Level Quality from Customer Viewpoint”. They set up an objective by investigating and
implementing policies towards realization and at the same time following-up on the status
of quality improvements. Furthermore, regards the information from customer regarding
the defects happened provided by sales companies, the management has established a
system where the customer can immediately have their own policy consultation,
establishment and enactment by regularly gathering and sharing the information.

In order to improve continuously, Mitsubishi Motors management have developed a

quality-oriented mindset. This means, the management must always willing to go to extra

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mile, in order to grows every day. In order to do that, the management need to start by
improving their employee mindset. After each improvement, it will reflect on what they
have accomplished and how it makes them feels. Since the end of year 2014, Mitsubishi
Motor management have been holding a quality forum in all of their domestic’s business
locations. This forum was done with the aim of increased the quality of the products, people
and also each of the employee individually and improve the quality of their work. They also
introduced the quality forums in year 2018 at two different business location which is at
Mitsubishi Motors (Thailand) Co., Ltd. (MMTh) and Mitsubishi Motors Krama Yudha
Indonesia (MMKI). This forum was done towards their new employee a training curriculum
mainly for new graduates and mid-career hires. Mitsubishi Motors provide the employee
numerous numbers of opportunities for them to understand and take on the customer
perspectives. This includes training for promoted personnel and voluntary training courses

Next, the development of management system. Mitsubishi Motors develop this

system to examines, assesses products and ensures certain quality were meet throughout
the whole processes. This means, starting from the planning to development, production,
shipment and also after sales service. This Mitsubishi Motor Development System (MMDS)
can be developed into eight steps and they adopt a gate pass system. At the “quality gates”
of each stage, project teams, centred on chief vehicle engineers (CVEs) will determine the
success of the product, safety and performance. All stages need to be confirmed to allowed
them to moved along to the next step.

CONCLUSION AND RECOMMENDATION

Mitsubishi Motors Corporation’s (MMC) statement which is “Drive Your Ambition”

has a strong statement and have its commitments to its drive’s values and ambitions. It is
clearly distinguishing MMC as a global mobility force. Mitsubishi Motors has been doing a
lot of Research and Development (R&D), innovation to ensure the customer satisfaction can
be achieved. In a way to achieving this quality improvement, Mitsubishi Motors has
emphasized that the voice of customer feedback is the most important parts to develop the
best qualities.

Mitsubishi Motors product quality improvement can be seen by how they integrate
the Mitsubishi Motor Development System and Mitsubishi Motor Ownership Cycle.

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Mitsubishi Motor has been collecting and analysing their customer feedback and made an
improvement towards their company. However, Mitsubishi still can’t ignore their
competitors. A lot of automotive industry keep competing against each other to ensure
their products can survive in the market. Different country has their different idea,
comments and perspectives. Therefore, Mitsubishi need to ensure that they need to
continuously making an improvement especially by providing a better-quality product and
services to their customers.

REFERENCES

Mitsubishi Motors (2020), Sustainability Report 2020. Quality

https://www.mitsubishi-motors.com/en/sustainability/pdf/report-
2020/sustainability2020-society-quality_e.pdf?201214

Mitsubishi Motors (2019), Sustainability Report 2019. CSR 2019 Society Safety Quality

https://www.mitsubishi-motors.com/en/sustainability/pdf/report-2019/CSR2019-
society-safety_quality-quality_e.pdf

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Mitsubishi Motors (2017), Sustainability Report 2020.

https://www.mitsubishi-motors.com/en/sustainability/report/pdf/2017e_all.pdf

Mitsubishi Motors Corporation – Company Profile, Information, Business Description,

History, Background Information on Mitsubishi Motors Corporation

https://www.referenceforbusiness.com/history2/34/Mitsubishi-Motors-

Corporation.html#:~:text=Mitsubishi%20Motors%20was%20formed

%20as,automobiles%20as%20early%20as%201917

Mitsubishi Strives for Quality. (2012, September 15). Quality Magazine.

https://www.qualitymag.com/articles/83761-mitsubishi-strives-for-quality

APPENDICES

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 Mitsubishi Motor Company Logo

Mitsubishi Motor Development System (MMDS)

Mitsubishi Motor Ownership Cycle