Providing Optimal Quality and Customer Satisfaction

Policy on Quality

Policy on Quality in the Building Construction Business

Shimizu provides technology and services customers trust and are satisfied with by accurately ascertaining the value customers expect, and maintaining a dedication to quality by all employees through the entire process from sales to maintenance and preservation.

To achieve the policy stated above, we set quality goals for each project and division, implement and maintain a quality management system, and strive for continuous improvement through management reviews.

Policy on Quality in the Civil Engineering Business

We strive to ensure that all of our employees maintain an attitude of sincerity and humility in accurately ascertaining the value expected by customers and the community, and fulfill their responsibility to work together as a dynamic and creative team to achieve superb craftsmanship in the structures they build, with passion and perseverance.

To achieve the policy on quality described above, we employ quality management in each division, area, and project effectively and strive for continuous improvement through the dedication of each employee to practical skills, technical skills, and interpersonal skills.

Policy on Quality in the Engineering Business

By carefully integrating Shimizu’s expert technical skills into the process of fulfilling our customers’ needs, we build environments and buildings that offer exceptional value in terms of business potential, functionality, longevity, and regulatory compliance. We comply with the ISO 9001 standard, the international standard for quality management systems, in accomplishing this and work to increase customer satisfaction and earn the trust of our customers.

Actions Taken to Ensure Quality

  1. Work to develop technology that ensures quality and can respond to a change in social environment in terms of the globalization of the industry and the economy, protecting the earth’s environment, and maintaining international quality standards.
  2. Develop an accurate understanding of the customer’s business plans, and provide optimal quality from the perspective of the entity ordering the work and the users by building a facility that satisfies quality requirements.
  3. Work to provide comprehensive quality assurance, shorten the construction period, and reduce costs, and ensure optimal quality. Achieve this by making specialization and the acquisition and use of an increasingly diverse range of advanced technology the central focus of engineering services.
  4. Target care throughout a structure’s lifecycle and systematically develop perpetual maintenance activities through analysis of operating data and feedback.

Build a quality management system based on the measures listed above, maintain it, and strive for continuous improvement reviewing progress on activities.

Appoint a quality management supervisor, and make sure that all business headquarters employees are aware of and understand the quality management system to fulfill this policy on quality and achieve its goals.

Quality Management System

Providing Definitive Quality through a Comprehensive Quality Management System Rooted in the Development of People

Shimizu is working on processes and activities aimed at providing optimal quality by focusing on developing people capable of supporting first-class craftsmanship at each stage of the process from planning and sales to design, construction, maintenance, and preservation, and building a quality management system that provides an integrated framework for ensuring quality to support that.

Quality Process Description of Activity
Quality Management System Planning & Sales
  • Consulting
  • Ascertaining customer needs
  • Presenting proposals
  • Proposals and support for reducing use of and saving energy
  • Proposals and support for disaster prevention and mitigation
  • Proposals and support for increasing real estate value
  • Proposals and support for the latest environmental technology
Design
  • Determining requirements
  • Drawing up design and quality plans
  • Verifying designs
  • Confirming suitability
  • Use of BIM*
  • DR (Design review)
  • Training design personnel (overseas training system)
during a design review
Construction
  • Planning construction
  • Examining blueprints
  • Holding various review meetings
  • Construction management & in-process inspection
  • Construction supervision (by design division)
  • Pre-construction quality review
  • Guidance from an independent internal supervisor for projects involving both design and construction
  • Specialty/specialized construction system (architectural construction)
  • Designated construction system
  • Inspection and supervision by internal independent technical staff
  • Technical guidance by personnel in charge of education, instructors, and quality control managers
Maintenance & Preservation
  • Post construction service
  • Regular inspections
  • Response to claims
  • Maintenance agreements
  • BM (Building Management) services
  • Promotion of total building diagnostics and comprehensive renovation proposals
  • Customer satisfaction surveys

BIM: The abbreviation for Building Information Modeling. A system of modeling that integrates information from design and construction to maintenance and management into a three-dimensional building model created on a computer.

Examples of Initiatives in Providing Optimal Quality and Customer Satisfaction

Architectural construction: Exceeding the expectations of the customer by “producing masterpieces” through optimal quality

The buildings we provide to customers are produced one at a time. They encompass an infinite variety in terms of the premises, construction periods, and other conditions, and the functions and performance demanded. We satisfy our customers and earn their trust by using the collective strengths of our entire company to drill down into the individual requirements, accurately ascertain the value the customer expects, and provide construction that shows our dedication to quality. This is what we mean by “producing irreplaceable gems” through optimal quality.

Our Policy on Quality Begins with the Customer’s Needs

We proceed with construction based on a Quality Policy Development Chart designed for each project. The job site manager is central to this process and the collective strengths of sales, design, branch management, and technical support personnel are marshalled to ascertain the customer’s needs, identify risks, and formulate a concrete “vision” that is appropriate for the project. We follow up on initiatives and their results through physical site tours to confirm progress and provide guidance and through internal inspections and audits.

Improving Quality Through Use of BIM in Design and Construction

Use of BIM enables us to visualize a three-dimensional image of the completed project. This enables the customer to understand it better and leads to a consensus early in the process. Using BIM also makes it easy to identify problems by verifying performance on a wide variety of aspects. This is useful for achieving greater improvements in quality.

Moreover, incorporating BIM into design and construction from the early stages of a project and entering that information into BIM makes integrated management of building information and technology possible, and enables us to create a blueprint that ensures compatibility of the design, structure, and equipment. Linking the design information to construction and production also prevents human error in producing the blueprint, eliminates the need to rework things. This leads to quality assurance.

The workers from the job site, design, and equipment personnel all confirm the BIM model.
The workers from the job site, design, and equipment personnel all confirm the BIM model.

Improving Services Through the Actual Customer Opinions on Customer Satisfaction Surveys

The customer satisfaction survey team at the branch meets directly with the customer immediately after completion and again after two years to hear what they have to say. A surveyor who was not responsible for the project conducts the interview and asks questions about the quality of the building, work, and maintenance and preservation to obtain the customer’s opinions and degree of satisfaction rating. Obtaining the actual opinions of the customer that were difficult for the person in charge of the project to convey provides a housekeeping function for Shimizu, and frequently shows us where we have been complacent.

Following standards and manuals to achieve the quality naturally expected makes us pay attention to what constitutes “desirable quality” from the customer’s perspective and leads to improvement in our work.

Customer Satisfaction Survey Flow Chart
Customer Satisfaction Survey Flow Chart

Civil Engineering: Increasing Customer Satisfaction with Both Quality and Process

There are two aspects to quality in construction work: Quality of the structure being built and quality of the process. Shimizu strives to improve these two aspects of quality in its civil engineering business, to provide optimal quality that can meet the expectations of the customer through various means, and to increase the degree of customer satisfaction with the process as well.

Monozukuri (Craftsmanship) Through Organization

We perform monozukuri (superb craftsmanship) by strengthening organizational efforts to utilize our extensive experience and advanced technology. We gather engineers who specialize in each aspect of the work and hold a review meeting before construction begins based on concept of having many pairs of eyes on the project. We then have multiple people tour the project and hold review meetings to ensure that many people have an eye on all aspects, improve efficiency through initiatives in innovation, and conduct as satisfaction survey after completion. Employing integrated QMS (quality management system) from ordering through delivery enables us to provide superb craftsmanship.

Comprehensive Training System

Through the human resources development plan formulated each year, we work to develop strong human resources who are equipped with advanced skills, capable of accurate judgment, and who possess a wide variety of qualifications. In addition to group training through on-the-job training and training by years of experience in the company, we provide timely training according to the circumstances, including training on groundwater, retention and reinforcement, and concrete. We publish Lessons Learned, a collection of past mishaps to pass on previous experience and provide Q&A on things that can go wrong in an e-learning format, among other types of education to improve the knowledge and technical and management skills of each employee through a broad range of training.

Comprehensive Training System
Comprehensive Training System

Initiatives in Enhancing Construction and Production Systems

Shimizu is working to enhance construction and production systems as an activity to achieve innovation in civil engineering.

The construction environment is becoming increasingly more sophisticated and complex, and the conditions change frequently as construction progresses. We are working to survey the construction environment as it changes over time, integrate and visualize information at each stage of planning and construction, ensure quality and improve the environment.

Development of a Dam Concrete Compaction Management System

Shimizu has developed a dam concrete compaction management system. The system uses a backhoe with an attached vibrator that is equipped with hydraulic sensors, a 3D scanner, and GNSS (Global Navigation Satellite System). This system senses the compaction location and determines whether compaction is needed to guide the construction process, so it provides an alternative to the need for the experienced judgement of an expert operator, which was always required in the past.

 GNSS (Global Navigation Satellite System)
GNSS (Global Navigation Satellite System)

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