Visits by the President and Other Executives Provide Opportunity for Feedback

Image of The president visiting a docomo Shop

We understand that the key to raising customer satisfaction lies in respecting, everyday, the views and opinions of the people who interact directly with the customer—the frontline sales and service employees. DOCOMO management therefore makes a concerted effort to acquire direct feedback from employees by dropping in on offices and shops around the country.
In fiscal 2010, the president made visits to over 85 regional offices, group companies, call centers and docomo Shops all over Japan, with the goal of getting to know the situation on the ground better and uncovering any neglected issues. Other executives responsible for regional offices also dropped by offices and held discussions to get a better handle on issues facing staff and current feedback from customers. Moreover, in fiscal 2010, the president took trips to offices located overseas as well and held discussion sessions with employees. These first-hand experiences give management a taste of the energy present on the frontlines and give employees a peek into management's passion for their people and their business. The visits help the entire company get on the same page going forward.

Good Relations Depend on Good Communication

Good relations between labor and management depend on good communication, so we have established a number of committees that meet regularly to discuss a range of issues. Working conditions are taken up by the Negotiation Committee, management policies by the Management Council, reducing working hours and overtime by the Life Improvement Committee, and promoting the safety and health of employees by the Safety & Health Committee.

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