Quality initiatives
Our policy
The Fujitsu Group has the important responsibility of supporting businesses and lifestyles of our diverse customer base, beyond developing better society, through providing a wide range of products and services. In order to contribute to the creation of a trusted society, the entire Fujitsu Group utilizes technology to ensure stable operation and improve the quality of our customers' systems.
To that end, the Fujitsu Group has established the Fujitsu Global Quality Policy to put the Fujitsu Way's cherished value of trust into practice. This policy recognizes quality as a foundational part of our business and shows how we will continue to provide safe and secure products/services worldwide. In line with the Fujitsu Way and the Fujitsu Global Quality Policy, we have established Quality Policy (Standard Policy for Quality Management) and Global Quality Rules under the Fujitsu Group Global Policy which outlines the rules that the entire group adheres to. Under the Fujitsu Group Global Policy, we have established regulations and standards tailored to the characteristics of the countries where we do business, our products/services, customer requests, and applicable laws and restrictions.
The Fujitsu Global Quality Policy outlines our quality management system, standards for product and service quality, and controls by the quality management department. Each organization and Group company implements its structure and quality management system in accordance with these regulations.
Our quality management structure
The Fujitsu Group appointed a Chief Quality Officer (CQO) and have built a quality management system for our products/services across the entire Group. Specifically, under the leadership of the CQO, the Global Quality Management & Assurance Unit, as the company headquarters, promote and implement quality management activities for Fujitsu’s entire Group by formulating a company-wide quality policy and strategy, and evaluating its implementation status from independent view point, then executing further improvement actions. Furthermore, Fujitsu established Quality Management Representatives (QMRs) in each department, business group and region to implement quality management in their own organization as our means of governing Groupwide quality management
Towards the goal of thorough quality governance, the CQO, QMR, and Global Quality Management & Assurance Unit have established a steering body that regularly discusses issues, countermeasures, and implementation status in the field, as we perform field-oriented quality activities in an effort to provide products/services with consistent and optimal quality for our customers.
Our quality support framework
In order to provide a level of quality for our products and services which meets the needs and expectations of our customers in a consistent way, it is essential for us to coordinate with various organizations inside and outside Fujitsu—including business units, common business units, and business partners—from planning and design through development, manufacturing, testing, sales, operations, and up until maintenance. Frameworks and mechanisms to integrate these organizations are essential as a foundation for our efforts.
This is why we built our Quality Management System (QMS): to coordinate among these business units as appropriate for the product or service. Our QMS periodically verifies the progress in light of international certification standards such as the ISO in the aim of achieving process improvements to realize even higher quality.
Companywide quality improvement cycle
The Fujitsu Group’s quality improvement efforts consist of activities based on the Quality Policy by our Companywide quality department (Companywide quality department quality improvement efforts in the diagram below) and activities to develop and implement quality management systems for each business group (Business group quality improvement efforts sections of the Companywide quality improvement cycle diagram). These elements turn the cycle, with the entire Group working collaboratively and strategically to improve quality.
A. Quality policy planning
Quality objectives are set and reviewed, and quality strategies and policies for achieving them are planned and rolled out across the entire Fujitsu Group. In addition, we monitor and manage activities to ensure they are conducted in accordance with our Quality Policy.
B. Quality process regulation/standardization/control
Based on our Quality Policy, we are making progress with the standardization of specific processes and techniques in key areas targeted for improvement. We implement and control these standards at the locations where we operate. Additionally, also in line with our Quality Policy, we promote activities to improve quality across our business groups.
Furthermore, in addition to developing and disseminating quality-related standards, we also share best practices derived from successful projects, so that they can be widely utilized. Further, we promote the sharing of knowledge and project standardization through lessons learned from unsuccessful projects in a manner readily accessible to anyone.
C. Monitoring/independent audits
We monitor the projects of each business group, identify risks to quality at an early stage using AI and other technology, escalate issues found, and implement countermeasures as needed. Any concerns regarding quality are addressed by a third party, who audits / conducts an inspection of the items involved, whereby we carry out corrections and improvements.
<In the event of a serious quality issue with any product/service we provide our customers>
Following the Risk Management Regulations, the matter is immediately reported from the field to the Risk Management & Compliance Committee at the Fujitsu Headquarters. Under the direction of the Committee, the relevant departments address the incident jointly and consider ways to prevent recurrence. The recurrence prevention measures are shared with other departments through QMR in an effort to prevent the same incident from occurring at other Fujitsu Group companies.
D. Evaluation/improvement
We regularly examine and analyze our approach to quality and consider additional measures if necessary, directing the QMR to make improvements based on the business characteristics of each organization.
After reporting updates to executive management on a regular basis, action is taken following their decision making and instructions.
Additionally, through Qfinity (*1) activity, good/best practices are commended and shared across the entire Fujitsu Group to increase the level of quality throughout the Group.
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(*1) Qfinity :
Qfinity, an internal branding term which combines the words “quality” and “infinity,” represents the DNA of the Fujitsu Group: the “infinite pursuit of quality by each and every employee.” Qfinity is an improvement and innovation activity launched throughout the Fujitsu Group in FY 2001 to continuously improve the quality of products and services, with each and every employee taking a central role. Through Qfinity, we promote quality improvement activities in each workplace, while also encouraging the extraction and sharing of key knowledge, as we engage in quality improvement of products and services.
Quality governance
Under the CQO, we are working to strengthen quality governance across the Fujitsu Group as well as prevent major incidents from reoccurring and enhancing the quality of products/services.
The process of strengthening quality governance involves rolling out a common platform to assess quality risk and the quality assurance process that supports service delivery within the Fujitsu Group to correctly assess risks and take thorough action against it.
Amid the shift to AI-powered development and increasing complexity of information systems, we use these mechanisms as a base to make swift and appropriate decisions and prepare for a variety of risks.
< Design/Operation platform supporting quality governance and risk monitoring >
We consolidate quality related information that we obtain in the development field, such as progress of development projects, test density, and defect detection rate, onto our common platform, Fujitsu Developers Platform.
We aim to improve the project success rate by using AI to identify potential future risks based on this accumulated data and urging the teams to plan and implement countermeasures. Additionally, extraction and visualization of risks from quality data obtained in daily activities leads to self-directed improvements, as project members in the field notice risks by themselves.
We have taught the previous experiences and knowledge of our third-party audit department to AI, enabling AI audits that can analyze project status from a third-party audit perspective and present risks and proposed countermeasures. Project results can be checked anytime, anywhere, and as many times needed, and the AI is used by many projects as a readily accessible advisor, evolving into a more accurate and efficient tool that supports the improvement of project quality. Furthermore, we are working to establish a quality assurance process based on AI-driven development, aiming to achieve both quality assurance and increased development speed when AI is used in each phase of development.
< Quality assurance processes that support service delivery >
To provide customers with higher value than ever before and ensure stable system operation, we have changed to the “One Delivery” project structure—one that is not organization-dependent. We are further upgrading our delivery functions through the continuous consolidation and optimization of our delivery system. “One Delivery” manages projects in accordance with the shared “One Delivery Quality Assurance Process” to enable centralized risk management.
The One Delivery Quality Assurance Process embodies four key steps based on past quality issue trends. First, “Resource management” aims to prevent skills mismatch and similar problems. Next, the “GOGI Approval system” determines the promotion of business opportunities and projects from an objective and multifaceted perspective. “Technology control” then aims to improve technological appropriateness and feasibility. Finally, through “business opportunity and quality monitoring”, we detect at an early stage those projects with potential troubles.
Through the “One Delivery Quality Assurance Process,” the entire Fujitsu Group provides higher quality services with greater stability.
