Relations with Customers
Initiatives to build relationships of trust with our customers
and improve satisfaction.
Pursuit of Customer Satisfaction
In order to provide customers with high quality products that can “inspire” them, the TOK Group has put in place initiatives aimed
at enhancing quality in all processes, from design and development, to procurement of raw materials, production, and sales.
Communication with Customers
TOK regularly conducts customer opinion surveys to get an objective evaluation of its services. The results are fed back not only to the sales representatives but also to all concerned divisions. This information is used to develop concrete reform measures and responses, and to determine updates and changes.
Quality Management program
The TOK Group is committed to building relationships of trust and enhancing customer satisfaction by providing products that meet the needs of customers, and which customers can use with a sense of assurance and security. These efforts are undertaken in accordance with the TOK Group’s “Quality Manual.”
TOK conducts activities to ensure the stability of product quality from the initial stages of mass-production by conducting risk assessments for newly developed products in their early stages, in order to provide superior products and services in terms of quality and function. Furthermore, we monitor the quality stability of existing products and work to discover irregularities in their early stages so as to ensure stable manufacturing processes.
TOK has also introduced MES* in order to further improve quality and process management at the Koriyama Plant, a mass production plant for our advanced photoresists. This system has provided an environment for efficiently manufacturing high-quality products and promoting continuous improvement in quality.
Each plant has acquired ISO9001 certification (the international standard for quality management systems), and the entire company is working together to implement initiatives for quality management under systems in which all departments participate by periodically conducting various types of meetings to communicate and exchange ideas regarding the effectiveness of our quality management systems.
Going forward, we aim to improve the level of customer satisfaction and focus on continuously improving our highly reliable quality management system.
*Manufacturing Execution System (MES): A technique for providing information for managing and optimizing all manufacturing processes, from receipt of order to manufacture of the product.
Advanced Quality Management System
The ArF immersion photoresists that are used in our Advanced semiconductor production process create circuit widths of approximately 20nm, realizing miniaturization of semiconductors and enabling high-level integration. In this way, it provides support for the conservation of resources.These cutting-edge semiconductor production processes call for high purity products that have less contaminants and metals in them than ever before.
The TOK Group has put in place company-wide initiatives to create systems that can supply such products to customers, in order to satisfy their demands.
TOK Group is also engaged in technological development with the aim of achieving metal impurity control. We are able to supply high purity products at the ppb* level. In addition to our measuring technology,
production facilities that are exceptionally clean, as well as the reduction of metals from raw materials, are also technologies that support our efforts.
*ppb: Parts per billion. 1 part of 1 billion is 1ppb.