Global Brother Brother's CSR With Stakeholders With Customers Design Quality That Meets Customers' Expectations

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With Customers

Design Quality That Meets Customers' Expectations

To Develop Products Valued and Chosen by Customers

"Customer-oriented quality standards" founded upon the concept of building customers' viewpoints into product designs

Brother products are used in different countries and regions around the globe, in diverse environments and in various ways. In addition, customers' expectations for our products have been changing day by day according to changes in customers' lifestyles. The quality assurance department compiles trouble-related information from the market into a database, evaluates new products developed by our competitors, and establishes quality standards and evaluation methods for products by analyzing the information and evaluation results. Furthermore, measures to enable customers to use our products with secure feelings are built into products in the design phase to make customers feel Brother's characteristic product developments. The "customer-oriented quality standards" clearly define our quality target values reflecting "At your side.", the motto of the Brother Group, in product development.
The customer-oriented quality standards are flexible and constantly examined and reviewed in accordance with repair requests, call center inquiries, or changes in customers' expectations to products.

Concept of the "rate of product return and servicing" based on the viewpoint of customers

At the Brother Group, the percentage of products returned from customers for repair or return is called as the "rate of product return and servicing." This is grounded in our idea that the time and effort suffered by customers due to trouble with our products, no matter how small, is an inconvenience for them. To reduce the number of returned products close to zero, we are working to find out the causes of the trouble and also promoting an across-the-board activity to pursue product quality improvement, involving various departments from development design, manufacture, logistics, sales to services.

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Special Efforts by Development Members to Make a Breakthrough

Brother's latest lockstitch sewing machine that has realized electronic feed control and an automatic material thickness sensor

A straight lockstitch sewing machine is the most popular industrial sewing machine used in sewing factories and so forth. Since this sewing machine was launched, no major improvements have been made to its mechanism.

The S-7300A contributes to productivity improvement by shortening the length of a remaining thread.
The S-7300A contributes to productivity improvement by shortening the length of a remaining thread.

It has been considered technically impossible for a lockstitch sewing machine to adopt an electronic feeding system because this machine moves the needle up and down at high speed and thus has difficulty in controlling needle motion and feeding motion by separate motors. Brother, however, started element technology research several years ago in an effort to achieve higher productivity, and has succeeded in equipping an electronic feeding system, which has full control of feeding motion, with its latest lockstitch sewing machine S-7300A by disconnecting the feeding system from the drive motor for needle motion and driving it by a single motor. Incorporating this technology, the S-7300A can provide high sewing quality tailored to each sewing material. In addition, it can also contribute to reducing the disposition process of thread ends in sewing factories by adopting a completely new thread trimming system that realizes short remaining thread length on the sewed material.

The S-7300A reduces clogging in sewing operation.
The S-7300A reduces clogging in sewing operation.

When sewing a cross-over seam where multiple pieces of fabric are overlapped, sewing operators slowed down sewing speed largely to prevent a needle breakage or clogging. This operation required a high degree of proficiency and caused productivity decline associated with sewing failures. To solve this problem, the S-7300A mounts a material thickness sensor, which can automatically detect cross-over seams, and thereby has realized the automatic slowdown of sewing speed at cross-over seams and the adjustment of feeding motion and stitch lengths. This control system prevents stitch shrinkage and needle breakages and also helps even unskilled operators realize stable and high-quality sewing.

The Brother Group devotes itself to value creation by constantly thinking about what technologies it can apply to satisfy customers and what type of products will support customers.