Quality and Services

Management Approach

Materiality Rationale

In recent years, customers and other stakeholders have become increasingly concerned about the protection of consumer rights. Product safety, security, and accessibility are very important in this respect. Sony is expected to provide products and customer services that are high in quality from its customers' viewpoints.

Basic Approach

True to its Philosophy and Policy for Product Quality and Customer Services, Sony is wholeheartedly committed to improving product and service quality from its customers' viewpoints in order to both maintain and enhance satisfaction, confidence, and trust. In particular, Sony is working to ensure product quality and improve accessibility and usability, in the conviction that its most important goal is to remain a highly trusted partner to all customers.


Sony has configured its global quality management system by defining quality management mechanisms across all processes, from product development, planning, design, and manufacturing through sales and customer service. This has included defining the roles, responsibilities, and authority of those responsible for product and customer service quality and establishing guidelines.

In addition, in order to respond effectively to quality problems and customer inquiries, Sony is taking steps around the world to open up Customer Service Centers and reinforce its customer service network.

To foster accessibility and usability, Sony incorporates human-centered design concepts and operates within a structure of intradepartmental cooperation that ties Sony Headquarters with the company’s business units, approaching the planning, design, and testing of its products and services from the viewpoint of the user.

Main Achievements in Fiscal 2018

Here are the main results of fiscal 2018 initiatives:

  • Delivers product quality and customer service that exceeds customers’ expectations though a wide range of internal standards
  • Startup guides developed with focus on connecting and setting up products, using basic functions
  • Customer support staff attended regular training and seminars on new technologies and shared information on problem-solving to ensure truly useful service and information for customers.
  • Customer feedback (including on social media) analyzed to improve products and quality
  • Convenient instruction manuals posted online to enhance searchability and offer better online support
  • Sony took part in an international accessibility conference in the U.S.
  • At South by Southwest (SXSW) 2019, held in the U.S., Sony showcased a new inclusive design initiative by presenting an experiential exhibit that could be enjoyed without vision.
  • Testing by users with disabilities used to evaluate BRAVIA®, PlayStation®4, and other products
  • Human-centered design promoted and in-house accessibility seminars held
  • Internal e-learning training implemented concerning human centered design (HCD) and accessibility


  • 2001:
    Sony CS Charter established
  • 2004:
    Corporate quality standards established from the customer's perspective
  • 2006:
    Corporate executive in charge of product quality and safety appointed, and rules enhanced for rapid reporting of product incidents to senior management
  • 2007:
    Sony Pledge of Quality established (revised in 2012), and quality officers established for each electronics affiliate and region
  • 2009:
    Product security system enhanced, and Quality and Reliability Lab launched
  • 2014:
    Secure@Sony program established, allowing anyone to report security issues relating to Sony products, services, or websites

Looking to the Future

Sony continues to be committed to a fundamental policy of ensuring product safety, security, and accessibility, taking its customers' viewpoints into consideration in order to deliver product quality and customer service that exceed customers' expectations. With these aims in mind, Sony will continue making use of its worldwide network to collect and analyze information which can then be reflected in the next releases of products and services.

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