Provision of safe and reliable products / services
Responsibility to provide and explain safe and reliable products
Efforts Toward Food Safety and Security
We at FamilyMart work with our business partners to evaluate our rice balls, sushi, boxed lunches, delicatessen items, salads, and sandwiches against our very own quality control standards, stricter than those required by law, so that our customers can feel safe and secure when they enjoy our products. We have established a comprehensive quality control system that covers the entire supply chain, from the procurement of raw materials to manufacturing, distribution, and sales. We are also working towards achieving a 100% score in the ISO 9001, the international standard for quality management, in our business partners' contracted food production plants, and are actively engaged in efforts to reduce food additives. Our goal is the complete and total management of food safety and security in our products.
FamilyMart Efforts to Reduce Food Additives
|Delicatessen Items, Salads, Dressed Bread, Ready-Made Noodles, Snack Noodles||Rice Balls, Sushi, Boxed Lunches|
|Artificial coloring||Eliminated in March 2002|
|Artificial preservatives||Eliminated in October 2002|
|Artificial sweeteners||Eliminated in October 2002|
|Natural preservatives||Eliminated in March 2003||Eliminated in September 2003|
|Natural sweeteners||Eliminated in January 2005|
At UNY, our first priority is quality, and we work to provide products with great value that our customers can trust. We also make efforts towards transparency with regards to our products.
For instance, since 2012, we have conducted periodic voluntary screenings for radioactive materials in our perishable products ("Yukenton," "Kirara Eggs," etc.) and private brand ("Style ONE" and "Prime ONE") products, particularly those produced in 17 specific prefectures. UNY also conducts voluntary inspections for "Producer-Cleaned Rice" (rice that is delivered to us already cleaned by the producer), to ensure that these products meet legal standards before we put them up for sale. We also display the Individual Identification Numbers, which allows customers to trace the production record of domestic beef, on the product label of our beef, and display Producer Identification Codes on our eggs, which allow customers to look up the producer of those eggs. Customers can look up this information through our website.
Efforts that Utilize Customer Feedback (Customer)
Based on cooperation with business partners FamilyMart UNY Group is working to strengthen the systems and structures that ensure safe and reliable products throughout the entire supply chain. In order to pre-emptively control various risks from procurement to consumption we have created an information service “business partner helpline” for our all business partners through an external third-party to facilitate early detection and correction of issues and problems concerning the supply chain. Furthermore, the group conducts a “business partner survey” once per year and confirms that legal violations or fraudulent activity are not occurring. In fiscal year 2016 there were six calls to the “business partner helpline” (UNY: 5; FamilyMart: 1). Furthermore, UNY sent a “business partner survey” to 900 companies and 377 responded (FamilyMart began surveys in fiscal year 2017). Business partner opinions, requests and other information were reported to the risk management compliance committee and corrections and improvements are being made.
Efforts that Utilize Customer Feedback (Stores)
UNY also has "Customer Feedback Mailboxes" set up at each of our stores to collect customer feedback, in addition to other channels like the phone, letter, and the Internet. Through this mailbox, we receive all kinds of opinions and requests about our store facilities and product/services, as well as questions, advice, and criticisms. Our store managers respond to each and every one of these messages, and use the customer feedback to improve the store, products, services, and more.
The customer feedback received by the FamilyMart Customer Service Office through phone, letter, and the Internet are relayed quickly to the relevant department. The store and a representative from the department work together to share information at all times, and coordinate to make swift improvements. We have, for instance, made improvements through this process for things like the flavor of our French fries and the shape of the lids for our in-store coffee.
We also post this kind of feedback on the in-house intranet, as well as references like the "Honobono Hospitality Collection" and the "Ohome Kawaraban," so that all of our employees can share an understanding of customer opinion, and utilize it to foster more trust in our customer base.
System to Turn Customer Feedback Into Improvements
Dissemination and awareness-raising about ethical consumption
We sell products affixed with the Fair Trade mark to promote ethical shopping. Fair Trade promotes the creation of new jobs in local producer areas, sustainable living improvements and self-reliance for the people who live in those areas through doing business based on fair conditions with producers in developing countries and elsewhere. Moreover, it is connected to protecting the lives of producers and the environment from soil contamination and environmental damage by supporting local organic production methods.
In order to enable customers to enjoy ethical shopping since 2013 we have joined with the NPO Fair Trade Nagoya Network, Nagoya City and education volunteers to host the annual “Fair Trade Festival” involving stores in Nagoya. Such activities as quiz events to deepen the understanding of Fair Trade, talks about ethical consumption and sample tasting of Fair Trade products serve to communicate the structures connected to producers and consumers.
These efforts help customers understand the importance of Fair Trade while also expanding the range of Fair Trade products in the future.
Supporting the Komaki Winery
The Komaki Winery in Komaki City (Aichi Prefecture) provides job support to help people with disabilities in the local area lead independent lives. The social welfare corporation AJU Center for Independent Living operates the winery at which currently 35 people with disabilities are engaged in such work as harvesting grapes. In fiscal year 2017, the winery released “Komaki Castle Nobunaga Wine.” UNY stores sell wine made from grapes cultivated and fermented here and will continue to provide ongoing support for expanding ethical shopping by inviting customers to buy this wine.