Relationships with Customers
Basic Principles
Kubota’s future vision is to be an “essentials innovator for supporting life” that is “committed to a prosperous society and the cycle of nature.” We consistently take the perspective of the customer and society when addressing issues and devote our best efforts to resolving them. We believe that this “on your side” approach is the right way to ensure that Kubota continues to be of essential value to society.
Going forward, we will continue to deliver products and services in fields fundamental to our business, from research and development to quality control and production and service technologies. By doing so, we will contribute to resolving issues from an “on your side” approach that inspires public trust.
R&D
Because of the globalization of business, it is becoming increasingly important to offer products, services, and solutions that not only satisfy the needs of customers throughout the world, but also contribute to solving social issues in every community. To respond to diverse and unique local issues, Kubota is improving its global R&D system by clarifying the roles of its R&D sites in Japan and overseas.
Kubota will position Environment, Social, and Governance (“ESG”) aspects at the core of management going forward and will also promote Kubota’s own style of business management driven by a mission to solve social issues, which we refer to as K-ESG management. In the area of R&D, therefore, we will accelerate initiatives aimed at promoting innovation that will contribute to solving environmental and social issues.
For further information on R&D, please refer to the Kubota Group Integrated Report / ESG Report.
Production / Quality Control
In order to achieve the goal of becoming a “Global Major Brand,” Kubota has established production bases around the world in locations close to their respective markets, with the mother plant supporting all the other plants in order to secure consistent quality. Furthermore, Kubota is promoting the deployment of the Kubota Production System (KPS) at each of its bases, and implementing initiatives to raise the QCD level.
Quality Assurance
The Kubota Group strives to provide safe and high-quality products, technologies, and services in accordance with the Kubota Group Charter for Action & Code of Conduct.
- We strive to offer products, technologies, and services that are safe and of superior quality to win customer satisfaction and confidence. We comply with all applicable legal regulations, specifications, standards, and contractual obligations with our customers and business partners. Moreover—in each of our processes from development to manufacturing, sales, and service—each related department assumes the responsibility of ensuring safety and superior quality in our products and services.
- If we discover that a safety issue has arisen, we act swiftly and report the issue accurately and appropriately to each responsible department and then proactively work to correct the issue and eliminate them from reoccurring.
- We believe that “For the Kubota Group, there is no greater revenue or profit that has to be pursued to the extent worth jeopardizing our brand and company image.” Quality is a top priority for our customers, and the Kubota Group will in good faith adhere to our standards, specification and regulations in an effective and ethical manner.
For further information on the quality assurance, please refer to the following link and the Kubota Group Integrated Report / ESG Report.
Customer Service
To ensure customers can use the products they purchase for a long time with peace of mind, we hold a contest for solution proposals and service technical skills to compete not only in product quality, but also in the event of a breakdown, customers can receive the correct service parts quickly, along with repair services.
Additionally, we conduct customer satisfaction surveys and share the feedback and survey scores received from respondents with dealers and relevant departments, and utilize the information to improve our sales and service activities, and ultimately our products.
For more information on customer service, please refer to the Kubota Group Integrated Report / ESG Report.