Relations with Customers
Initiatives to build relationships of trust with our customers
and improve satisfaction.
Pursuit of Customer Satisfaction
Most of the photoresists and other materials supplied by the TOK Group are custom-made products created through close communication and collaboration with customers. The Group aims for “monozukuri” that meets the expectations of customers and society while creating inspiration for both, through close collaboration via its “trinity” platform of sales, development, and manufacturing.
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.
Aim to be a globally trusted corporate group by inspiringcustomers with high-value-added products that have satisfying features, low cost and superior quality.
Deepen and expand existing business domains and swiftly launch new business domains.
1.Strengthen Marketing Ability, Be Motivated by a Strong Sense of Crisis, Prepare Well, and Take Immediate Action.
2.Promote Human Resource Development for Global Operation.
3.System to Capture Customer’s Voice Accurately and to Respond Them Immediately.
Each one of us clearly understand current situation and challenge ourselves with a sense of crisis.
Advanced Quality Management System
The ArF immersion photoresists that are used in our Advanced semiconductor production process create circuit widths of approximately 10nm, 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.
Flow of customer-oriented product development with “trinity” platform
① Confirm customer request: Sales and development personnel verify customer needs (requirements)
② Propose modification plan: Suggest plan to improve existing products with in-house development of new products and technologies
③ Development: Create sample that satisfy customer needs while collaborating with “manufacturing” in charge of commercialization
④ Manufacturing: Commercialize samples
⑤ Submit sample: Submit sample in (3) and (4)