Consumer Issues

Quality and Improving Customer Satisfaction

Policy and Management

In light of the Taisei Group's mission to provide customers and society with quality construction products and related services efficiently and continuously, the Taisei Group sets forth “Pursuing customer satisfaction” and “Ensuring and improving safety and quality” as Action Guidelines for Taisei Personnel and the Taisei Group as a Whole.
The important issues relating to sustainability in the Medium-term Business Plan include “achieving a reform of production systems and work styles via the digital transformation (DX).” Taisei will work to improve productivity through such measures as partial optimization of each process in the building life cycle and proactively promoting the introduction of digital technologies. We have also identified “Ensuring Quality and Improving Technology” as a part of Materiality (Important Tasks for the Taisei Group) and have included it as a principal policy in the Taisei Group Medium-term Business Plan (2021-2023). In addition, we have established “100% customer satisfaction” and “JPY 83 million productivity (net sales /number of employees)” as KPI objectives for FY 2023.
We promote efficient production activity in line with Quality Policy along with Individual Policies established for each division. Under the slogan TAISEI QUALITY®, the Group as a whole strives to provide customers with safe and secure construction products and aftersales service under a quality control system.
Each of the divisions and the Group companies has obtained ISO9001 and implements certified quality management. The Civil Engineering Division and Building Construction Division have prepared their own manuals and action guidelines, operate their own management systems, and conduct customer satisfaction surveys after delivery.

*TAISEI QUALITY® :

Our Group's activities for quality promotion are summarized into TAISEI QUALITY®. The Taisei Group employees are proud to dedicate to quality, and strive to earn the trust of customers and society.

Quality Policy of each Division

Building Construction Division

We established the “Construction Quality Management Standards” in April 1984 to realize quality assurance in the construction business and have promoted quality management according to a consistent assurance system encompassing the entire process from receiving order, construction to after-sales services.
Later, we obtained ISO9001 certification by 1997, and have realized quality management conforming to the certification. Upon transitioning to ISO9001: 2015, we positioned the “Construction Work Standards” established in 2008 as an equivalent to a quality management manual, and have ensured quality management by implementing workflow according to the Standards. Based on the current Medium-term Business Plan (FY2018-FY2020), the Building Construction Division has laid down a Quality Policy declaring that it will satisfy and win the confidence of customers by continuously providing high-quality construction products and related services to meet the needs of customers and society.

Civil Engineering Division

In order to provide high-quality civil engineering structures based on customer needs, we bring together our collective wisdom and organizational capabilities as a general construction company and pursue the quality and service that will satisfy our customers by faithful and prompt cooperation of all parties involved in the construction project.
To further improve customer satisfaction, we continuously improve the effectiveness of our quality management system for more effective operation.

Engineering Division

The Engineering Division was established in 1968 as the first engineering division among general construction companies in Japan and has the longest history and a proven track record spanning more than 50 years. For more than 20 years since it obtained ISO9001 certification in 1996, the first among all divisions in Taisei Corporation, it has engaged in quality management activities, realizing customer needs and building the trust of many customers.
In 2020, the Engineering Division switched to the same certification body as the Building Construction Division and Design Division, and further continues to take great strides as a division capable of satisfying requirements consistently from project planning to design and construction.
In order to achieve customer satisfaction, the Engineering Division upholds “continuously providing high-quality facilities and services that satisfy customer needs” as its own quality policy under the corporate Quality Policy and engages in activities to improve quality by establishing specific principles of conduct as follows:

  1. Precisely understanding customer needs and providing the right solution
  2. Fostering human resources who can offer advanced services
  3. Ensuring compliance with laws, ordinances and regulations
  4. Appropriate operation, continued maintenance and management of the quality management system
Design Division

The Design Division obtained ISO9001 certification in March 1997 for both the corporate Design Division and design departments in eight branch offices combined, allowing us to establish a mechanism to ensure design quality in all departments across the country. Since then, we have built a mature quality management system by continuously following the PDCA cycle.
Every year, we continuously review the project processes in cooperation with the sales departments and the Building Construction Division and reflect the results in the Construction Work Standards and the quality system of the Design Division.
While implementing integrated quality management together with the Building Construction Division from upstream to downstream, we established the Taisei Corporation First Class Architect Office for Construction Supervision in 2016, and are supervising construction work with an independent authority.
With the rapid adoption of information and communication technologies and associated changes in the way we work, new risks are emerging and system review is becoming ever more necessary.
The Design Division obtained BS7799 (now ISO27001) in June 2002 as the world's first construction industry player to obtain a certification for information security management systems. It promotes comprehensive risk management through ISO activities in the areas of quality, environment and information security.

Nuclear Facilities Division

The quality policy of the Nuclear Facilities Division under the corporate Quality Policy is “to improve customer satisfaction through the provision of design, investigation, research and development services, verification tests and technical support for nuclear-related facilities and to contribute to the safety, reliability and environmental preservation of nuclear-related facilities.”
The Division is capable of meeting quality assurance needs of individual customers including power companies by conforming to the “Rules of Quality Assurance for Safety of Nuclear Power Plants: JEAC4111” (The Japan Electric Association), “Guidelines for Quality Improvement of Analysis Related to Application for Permits and Approvals for Nuclear Facilities” (Japan Nuclear Safety Institute), and “Quality Assurance Requirements for Nuclear Facility Applications (NQA-1)” (The American Society of Mechanical Engineers: ASME), etc., as necessary.

Promotion Framework

ISO Acquisition Status

  Certification Name Certifying Body
TAISEI TAISEI CORPORATION EMS*1 ISO14001:2015 JTCCM MS
Civil Engineering Division QMS ISO 9001:2015 JTCCM MS
Building Construction Division QMS ISO 9001:2015 JTCCM MS
Design Division QMS ISO 9001:2015 JTCCM MS
Engineering Division QMS ISO 9001:2015 JTCCM MS
Nuclear Facilities Division QMS ISO 9001:2015 JTCCM MS
Group TAISEI ROTEC CORPORATION EMS ISO14001:2015 JUSE-ISO Center
QMS*2 ISO 9001:2015 MSA
Taisei-Yuraku Real Estate Co., Ltd. EMS*3 ISO14001:2015 JICQA
QMS*4 ISO 9001:2015 JICQA
TAISEI U-LEC CO., LTD. EMS ISO14001:2015 JUSE-ISO Center
QMS*5 ISO 9001:2015 JUSE-ISO Center
TAISEI SETSUBI CO., LTD. EMS*6 ISO14001:2015 BCJ-SAR
QMS*6 ISO 9001:2015 BCJ-SAR
SEIWA RENEWAL WORKS CO., LTD. QMS ISO 9001:2015 MSA
  • *1TAISEI CORPORATION acquires 100% of EMS. (Scope: The head office and all 13 branch offices)
  • *2Production engineering department acquired QMS.
  • *3Taisei-Yuraku Real Estate Co., Ltd. acquires 100% of EMS.
  • *4Building Management Headquarters acquired QMS (Scope: Building maintenance work of 5 Branch Capital area), Condominium management Business Headquarters acquired QMS (Scope: accounting procedure application about Condominium Management), Kyusyu Bruch acquired QMS. (Scope: Building maintenance work)
  • *5Building Construction Division and PC Division acquired QMS.
  • *6TAISEI SETSUBI CO., LTD. acquires 100% of QMS. (Scope: Head office and 10 Brunch)

Productivity Improvement Initiatives

KPIs JPY 83 million productivity (net sales/number of employees)

Taisei Corporation utilizes T-CIM® and BIM to manage the information obtained through planning, design, construction and operation. We also established the DX Promotion Committee in fiscal 2020, and build a structure to work on DX on a company-wide basis. We provide the best service and solution to each customer, while reviewing our business processes by visualizing performance with productivity per person (sales/number of employees) as an indicator to raise each employee's awareness on productivity. In this way, we are working together as one group to improve productivity.

T-CIM® is our proprietary system that integrates a construction system utilizing Information and Communications Technology CIM (Construction Information Modeling) proposed by the Ministry of Land, Infrastructure, Transport and Tourism, with attribute information associated with a 3D model of each construction project.

BIM, an abbreviation for Building Information Modeling, is a construction information database which links a 3D building model created with a computer and attribute information including the specification, layout and cost of building components and equipment.

Leveraging ICT to Realize Immediately Effective Productivity Improvements

Since FY2017, Taisei Corporation has been pursuing an initiative aimed at productivity improvement and technological innovation based on ICT. We are striving to implement this initiative company-wide, with approximately 80 employees responsible for its promotion assigned to the Head Office and branches. Apart from utilizing T-CIM® and BIM for managing information obtained through planning, design, construction and operation, we make most of ICT as a measure to raise production capacity at construction worksites in the most efficient and immediate manner.
Specifically, mainly at worksites, we steadily introduced a network called “Worksite Net,” which facilitates information sharing between personnel involved in projects, both internal and external, as well as Field Pad®, which helps improve the efficiency of operations such as viewing and recording construction management information.

Field Pad® is used for overall construction management operation including the storing and reporting of construction progress photos at worksites, contributing to shortening work time, and increasing productivity.

Innovation of construction production system with T-CIM®
(Civil Engineering Division)

Since 2014, the Civil Engineering Division has been developing the T-CIM system that aims to improve productivity and quality at construction sites. Construction Information Modeling/Management (CIM) promoted by the Ministry of Land, Infrastructure, Transport and Tourism (MLIT) since 2012 is a technology that links a 3D model with attribute information including construction member specifications. Our proprietary T-CIM system, however, is characterized by the fact that it does not require 3D modeling.
There are several types of T-CIM systems, including T-CIM /Concrete that supports general concrete works and T-CIM /Tunnel that supports specialized construction works, as well as other types of T-CIM systems specialized in different works related to earthmoving, dams, shields, bridges, railways, marine engineering, soil decontamination and others. All of these systems allow users to view the final as-built image, quality information and progress information from anywhere by utilizing cloud computing.
In particular, the T-CIM/Concrete system manages information ranging from mixing of fresh concrete* to concrete placing by cloud computing over the Internet. The system allows users to view the progress status on a real-time basis and is being deployed to not only civil engineering sites but also construction sites. The effectiveness of the system has been confirmed by the MLIT's Public/Private R&D Investment Strategic Expansion Program (PRISM) in FY2018/FY2019/FY2020 and received high acclaim.

* Fresh concrete refers to soft concrete mixture before solidification. Mixing is the process to blend the ingredients of concrete so that they are evenly mixed.

Customer Satisfaction

KPIs 100% customer satisfaction

Building Construction Division

In the Building Construction Division, each branch conducts a questionnaire survey on customer satisfaction. The survey questions are on a five-point scale, and include those on workmanship, usability, and worksite office management during construction. If there are any low scoring items, we analyze their causes, establish countermeasures and reflect them in post-construction review meetings and other opportunities for better understanding. In this way, we aim for greater customer satisfaction.

Civil Engineering Division

The Civil Engineering Division sets customers' evaluation scores on the construction work as an indicator of customer satisfaction. Adding to that, the division conducts customer satisfaction interviews.
Each branch reflects the research results in the postconstruction review for further improvement. Going forward, the Head Office and branches will continue working as one for better customer satisfaction.

Human Resources Development of the Next Generation of Engineers and Woman engineers

Building Meister System / HQ Staff's Coaching System
(Building Construction Division)

The “meister system” and the “HQ staff's coaching system” were put into practice from 2009 as part of the “TAISEI QUALITY” activities to promote the acquisition of skills and expertise in order to securely pass along our technologies and know-how, with the aim of strengthening productivity and the construction management system.
The employee's appointed as meister and the executive staff of the Building Construction Division, with abundant on-site experience, make actual visits to the sites and provide education and guidance on the skills and quality/site management and other capabilities through OJT, in close contact with the young and middle-aged employee's.

Educational Supporter System
(Civil Engineering Division)

Under the “educational supporter system” introduced in 2009, educational supporters appointed from among employee's with experience as construction site managers check the progress of OJT education of young employee's and provide support and guidance. The Civil Engineering Division strengthens employee's management capability to reinforce productivity and the production system, in addition to “improvement of the working environment” and “securing of human resources.” Specifically, under the goal of “increasing the employee's capabilities at production sites,” the “On the Job Training (OJT) education” is introduced and operated to enhance the capabilities of process management, design, estimation, negotiation and action, among others.

Promoting Female Participation through Kensetsu Komachi

Taisei supports the “Kensetsu Komachi” project of the Japan Federation of Construction Contractors in order to boost the activities of female engineers as one part of its effort to promote an active role for women in construction workplaces. Since 2014, Taisei has provided opportunities for dialogue between executives and female engineers in its Civil Engineering and Building Construction Divisions in an effort to create a workplace environment in which women can thrive.
Through activities such as this, Taisei works to incorporate the perspective of women in its in-house operations in the belief that this will create new value. Taisei also participates as a member of the Kensetsu Komachi Committee established by the Japan Federation of Construction Contractors and works to collect data on construction companies that are engaged in progressive initiatives. We will continue to work to create a workplace environment in which the talents of female employees are recognized and manifested.

The Kensetsu Komachi Empowerment Award was established by Nikkenren with the objective of hiring and retaining workers, advancing diversity, and renewing the image of the construction industry for greater female participation in the industry.

Appropriate Information Management

Robust Customer Information Management

To manage information required by customers based on the Guidelines for Managing Customer Information, we set security levels according to the confidentiality level of each project, transmitting information to the relevant in-house departments, and implementing appropriate customer information management.

Improving Information Security Levels across the Construction Industry

We aim to improve information security levels across the whole construction industry, not only Taisei Corporation, by providing partners and other companies in the same industry with free access to a personal computer security diagnostic website jointly developed with a security vendor.

Innovation Management

Policy and Management

The Group's source of Value Creation is technology and, therefore, the Group's business is founded on research and development and intellectual property activities. The Taisei Group has committed, in the section “Striving to create value” of the Action Guidelines for Taisei Personnel and the Taisei Group as a Whole, that the “Taisei Group and Taisei Personnel shall deploy all the technology and know-how at their disposal, and shall continue to strive to create new value through technological innovation and ingenuity,” and “shall strive to further improve their knowledge and abilities.” At the Group, we have also stipulated that we “promote technological development to solve environmental and social issues through open innovation” as a key issue in the Medium-Term Business Plan. Our research and development is focused on themes selected in terms of contributions to SDGs, under the leadership of the Technology Committee chaired by the President, and we are developing technologies centering on industrial sectors with growth potential such as offshore wind power, logistics, people flow, civil engineering infrastructure, and carbon recycling.
In addition, we have identified “Technical Development for Realizing a Sustainable Society” as a part of Materiality (Important Tasks for the Taisei Group) and have included it as a principal policy in the Medium-term Business Plan. In addition, we have established “260 patent applications” and “5 ZEB building project orders received per year” as KPI objectives for FY 2023.
Meanwhile, in order to further improve the intellectual property capabilities of all of our group businesses, the Group has included “management of information and intellectual property rights” in the section “Fulfilling social responsibilities” of the Action Guidelines for Taisei Personnel and the Taisei Group as a Whole, and also established the Taisei Group Policy on Intellectual Property. We are steadily promoting intellectual property strategies by creating, protecting and utilizing intellectual property, reducing the risks associated with intellectual property, and taking advantage of our brand.

Promotion Framework

Research and Development Activity

In order to respond to more sophisticated and diversified technical needs and increase the efficiency of investment into technological development, we actively promote external alliances with universities and other research institutes, companies of the same and different industries, etc. as well as open innovation activities.

Research and Development Expenditure (Consolidation)

  FY2016 FY2017 FY2018 FY2019 FY2020
Research and development expenses ¥11.1
billion
¥11.6
 billion
¥12.4
 billion
¥13.5
 billion
¥14.2
 billion

Open Innovation refers to a methodology for innovation by mobilizing cross-organizational knowledge and technology.

Patents That Contribute to the Resolution of Social Issues

KPIs 260 patent applications

Article 1 of the Patent Act states that the “purpose of this Act is to encourage inventions by promoting the protection and utilization of inventions, and thereby contribute to the development of industry.” Taisei Corporation promotes business management with a focus on intellectual property not only to secure its competitive advantage but also to achieve this original purpose, and strategically manages and utilizes all intellectual property including patents, copyright, construction and business know-how. Due to the strategic and active acquisition and utilization of intellectual property rights, our rate of granted patents against the number of applications is high at 89.2%, compared with the average rate of all industries of 74.9%*.
We will obtain rights for new values by being aware of customers' needs and having dialogue with them. We will also contribute to society by developing new technology, offering technical support at construction sites and utilizing intellectual property based on a combination of business, research and development, and intellectual property strategies.

* Average value for the past three years in Patent Administration Annual Report 2020

For the Enhancement of ZEB Performance

KPIs 9 ZEB building project orders received per year

A net zero energy building (ZEB) is a state-of-the-art building that achieves significant energy saving by using solar shading and natural energy through ingenuity in construction planning, high heat insulation, and high efficiency. At the same time, it greatly reduces annual energy consumption by generating energy through photovoltaic and other power generation systems. By achieving ZEBs and making them popular, the energy supply demand structure is expected to fundamentally improve. At the Taisei Group, we have set enhancement of ZEBs as a key issue in the Medium-Term Business Plan, and our ZEB initiative is positioned to lead to the achievement of SDGs. As a promising sector to become a growth market going forward, we will make full efforts to evolve and spread ZEBs.

Taisei Corporation's Digital Transformation

In our Medium-Term Business Plan (2021-2023), we at Taisei Corporation recognize that we are heading “Toward an era where digital transformation determines competitiveness.” As one of the key issues, we set the target of “To innovate production systems, and reform workstyles through digital transformation (DX).” In this way, we are implementing company-wide DX initiatives. Since the activity satisfied the certification standards set by the Ministry of Economy, Trade and Industry, we obtained DX certification.
We will continue to working to achieve the medium- to long term vision TAISEI VISION 2030 “The Ever-Evolving CDE3 (cubed) Company: A pioneering corporate group contributing to the development of a resilient society where people can live affluent and cultural lives,” and accelerating activities.

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