With the vision of “Updating Japan’s system development and sophisticate the developer experience”, we, together with our business partners, are committed to system consulting and system development for clients in all industries. We will continue to work closely with our clients to provide the most appropriate technology and know-how at any given time, and we hope to create something of true value through the combined efforts of all parties involved. We have many customers who agree with our philosophy and have established good relationships with us. However, we think that we cannot deny the possibility that our passionate efforts may take unexpected directions. In order to create an environment in which engineers can devote themselves to creating good products, and in turn, to create products that bring overwhelming victory to our customers, we have decided to write down here what we consider to be our “Action Guidelines against Customer Harassment”.
We believe that in order for all parties involved to work together in manufacturing they must cooperate with each other. In this case, “each other” includes various relationships between the company and its employees, between our employees and their employees, and between businesses and their customers. In our business form, where we strive to realize the systems and services that our customers require, we believe that one of the most important things for the creation of truly valuable products in the form that our customers’ desire is to build a relationship where the people in the business and the customer can trust each other and work comfortably together. We believe that this is one of the most important factors in creating truly valuable products in the form desired by our customers. Our “Code of Conduct Against Customer Harassment” is intended to communicate what we would like all parties involved to cooperate with and be aware of for the sake of a happier future for both parties.
In accordance with the six types of harassment defined by the revised Law on Comprehensive Promotion of Labor Policy: “physical aggression,” “mental aggression”, “detachment from human relations”, “excessive demands”, “unreasonable demands”, and “violation of individuality”, the following are assumed. The following descriptions are examples and are not intended to be limited to those listed below.
Violence or verbal abuse by clients
■ Violence against an individual
■ Threats against an individual
■ Violent remarks against an individual
■ Disparaging remarks against an individual’s character
■ Disparagement of an individual’s reputation
■ Prolonged and excessive reprimands against an individual
■ Making slanderous remarks on social networking sites or the Internet
Making excessive or unreasonable demands by a customer
■ Forcing a customer to do something that is clearly unnecessary or impossible to do in the course of business or interfering with work
■ Demanding an apology without a reasonable reason
■ Demanding internal punishment such as termination of employment for our employee
Restraining a customer for a time or place that exceeds a reasonable range
■ Restraining a customer for a long period of time without a reasonable reason
■ Calling a customer to a place of business or work without a reasonable reason
Other harassing behavior by customers
■Invasion of privacy
■Sexual harassment
■Other harassing behavior
In-house Responses
■ Care for employees who have been victims of customer harassment (as needed)
■ Establish a consultation service and consultation system for customer harassment
■ Cooperate with outside specialists (industrial physicians, etc.) to implement more appropriate responses
■ Share actual cases to create internal knowledge of cases that have occurred,
■ Strengthening the sharing, data collection, and storage of actual cases to create in-house knowledge.
External Responses
■ Acting to rebuild better relationships with customers
■ Requesting reasonable and rational discussions to resolve problems
If you engage in malicious customer harassment, we regret to inform you that we may refuse or terminate your business with us.
In order to build a great relationship of mutual trust, we take care that we ourselves do not engage in acts of harassment. We hope that you will join us in requesting the following. ■Do not engage in harassment
■Do not tolerate harassment
■Do respect others
■Comply with all laws and regulations
Many of you have already complied with the above items, and we again ask that you continue to do so.