Quality

Policies, Systems and Initiatives

Policies, systems and initiatives related to quality

Goals and Results

Medium- to Long-term Goal

Boundary	Medium- to Long-term Goal
Sagawa Express	Maintenance and improvement of service level

Fiscal Year Targets and Results

Boundary	FY2025				FY2024
Boundary	Base Year	Target		Deadline	Base Year	Target		Deadline	Result
Sagawa Express	FY2024	Response quality	Improve from previous year	March 31, 2026	FY2023	Response quality	Improve from previous year	March 31, 2025	As shown in the table below
		Freight quality	Achieve National unified target			Freight quality	Achieve National unified target
		Time quality	Achieve National unified target			Time quality	Achieve National unified target

Quality items (Sagawa Express)	Scope	Result	Incidence occurrence rate (delivery accomplished rate) YoY (%)
Response quality	(1) Complaint rate (related to responses)	Improved	85.9%
Response quality	(2) Complaint rate (other)	Improved	92.9%
Freight quality	(3) Rate of accidents occurred when freight is sent	Target not achieved	95.9%
Freight quality	(4) Rate of accidents occurred when freight arrives	Target not achieved	96.5%
Time quality	(5) Morning commercial delivery rate	Target achieved	100.9%

Quality Checks by Function (Sagawa Express)

Frequency	Name	Purpose	Participants/Persons in Charge
Frequency	Name	Purpose	Head Office	Branches	Sales Offices	Internal Auditors
Weekly	Quality report at companywide morning meeting	Report the state of achievement of quality items (see the above). Immediately respond if there are any problems.	Directors Genral Managers	Branch Managers	Sales Office Managers
Monthly	Nationwide branch office manager meeting	Report achievement status on quality items. Immediately responsd in the event of a problem.	Directors Genral Managers	Branch Managers	Sales Office Managers
Annually	Internal audit	Check quality of over approx. 50 items in all sales offices nationwide. Internal auditors are qualified personnel within the company (approx. 3,000 qualified)				◯