Effective March 21, 2001, Mitutoyo Corporation will reorganize its current Technical Services Division and Overseas Sales Division, Overseas Technical Services Department to establish a new organization called the Techno Service Business Division, in order to ensure greater customer satisfaction by meeting the requests of client companies in an increasingly global sphere of business.
The international standards for quality assurance systems, such as ISO 9000 and QS 9000, have become a common concept in the industry, with growing numbers of companies actively introducing and utilizing these standards. Measurement plays a vital role in the application of these standards. In particular, the calibration and maintenance of measuring devices is a prerequisite to certification. On the other hand, the improvement of parts accuracy and progress in micro-processing technology are bringing forth increasingly advanced, complex measuring technologies. In this environment, Mitutoyo renews its mission as a specialized manufacturer of precision measuring devices, having engaged in constant research and development ever since its foundation. It is our mission to provide a comprehensive range of better services to our users around the world, in the area of support and implementation of maintenance and other operations regarding measuring technologies and devices. To fulfill that mission and provide reliable, timely services, Mitutoyo decided that a dedicated business organization within the company was required. The new Techno Service Business Division aims to become a profitable business unit working in collaboration with our Manufacturing and Sales departments.
Current measuring machines, including the coordinate measuring machines and vision measuring machines produced and distributed by Mitutoyo, are riding a wave of systemization and automation. Accordingly, the maintenance and accuracy control of these machines now requires expert technique and advanced know-how. This leaves companies no choice but to enter into maintenance agreements or use outside services in order to conduct regular inspections. Demand in this area is expected to grow considerably. On the other hand, automatic measuring programs are an essential part of measuring systems, and demand for the creation of these programs is expected to grow further as well. The Techno Service Business Division will also receive orders for calibration of general measuring devices such as weight scales, hardness testers and electrical measuring devices, rather than limit itself to Mitutoyo's key products, thus providing services reflecting the needs of the market. Through the gradual expansion of its business scope, the Techno Service Business Division is expected to generate 4 billion yen or more in sales over the next five years.
[System and Scope of Business]
(1)
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Establishing the Service Planning Office to handle various planning projects, customer satisfaction surveys, etc., to drive the operation of the Techno Service Business Division in collecting information regarding market needs and providing services that effectively address customers'problems.
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(2)
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Dividing Japan into two areas, respectively managed by the Eastern District Techno Service Center and Western District Techno Service Center. Assign dedicated service-sales personnel at each office in the two areas as a means of providing active, effective service support.
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(3)
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Establishing the Overseas Services Section, which will liaise with our overseas subsidiaries to enhance and promote Mitutoyo's global service system.
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(4)
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Establishing the Engineering Support Department to assist the Customer-service Engineers (CEs) of our Eastern/Western District Techno Service Centers and Overseas Services Section. This Department will be given a range of responsibilities such as the development and implementation of CE training programs and creation of service manuals, etc., thereby improving CE's technical skills and allowing them to provide more reliable customer service.
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(5)
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Establishing the Calibration Standards Maintenance and Service Parts Management Department to further improve our calibration service and increase its reliability, thereby enhancing our overall service business.
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Establishing 19 service stations throughout Japan under the supervision of the Eastern/Western District Techno Service Centers, and have customer-service engineers stationed at each location.
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Establishing the Calibration Center at our four factories in Utsunomiya, Tsukuba, Kawasaki and Hiroshima, all of which have been certified under ISO 17025 (Guide 25) and QS 9000 by RvA NKO, the Dutch certification association, and the Ministry of Economy, Trade and Industry's Product Evaluation Technology Center (under JCSS, Japan Calibration Service System), in order to expand the scope of our calibration service and increase its reliability.
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(8)
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Strengthen ties with the Repair departments at our Utsunomiya, Kawasaki, Nakatsugawa and Hiroshima factories and promote in-house repair service for calipers, micrometers, dial indicators and other measuring devices, for which there is considerable demand.
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