Consumer Issues


Our position

We carry a variety of products, from MB products for businesses, such as large fenders, to passenger car tires that are delivered directly to consumers, which are being used in various situations of society. We believe that by continuing to provide products and services that will satisfy each of our customers, we will be able to gain their support and achieve sustainable growth together with our customers.
This position of ours is declared in the Quality Policy, and the actions that should be taken by employees are stipulated in the Yokohama Rubber Group Action Guidelines.


Quality Policy

As the Yokohama Rubber Group, we establish a quality assurance system in all processes from planning, design, production, sales to service. We provide products and services that customers find attractive, customers are satisfied with and contribute to society. In order to accomplish this, we link all the processes’ functionally and implement systematic quality assurance activities.

Yokohama Rubber Group Action Guidelines (Excerpt)

We shall provide safe and high-quality products and services

<Basic stance of the Yokohama Rubber Group>

We shall develop, design, manufacture, and sell attractive products that satisfy customers; provide society as a whole with safe and high-quality products and services; and endeavor to enhance the value of the Yokohama Rubber brand.

<To put our basic stance into practice — our action>

  1. We shall listen to the views of our customers, accurately ascertain their needs, and develop, design, manufacture, and sell products of genuine use to society.
  2. We shall provide our customers with appropriate information concerning our products.
  3. In the manufacture and sale of our products, we shall observe the laws and regulations on safety applied in each host country and region.
  4. We shall proactively participate in the construction and operation of companywide mechanisms to assure the quality of our products.
  5. We shall take prompt action in response in the event of accidents related to our products.
  6. Through these actions, we shall work to enhance the value of the Yokohama Rubber brand.

Message from a manager

This year is the last year of the mid-term management plan, YX2023, that we are currently working on. In this mid-term quality assurance activities, we are working daily to improve quality to ensure safety and security and provide attractive products and services that satisfy our customers in order to earn their trust. In particular, we are working to raise the level of our customer-based quality assurance system to match the characteristics of our business.
In our B-to-B MB business, we are communicating with our customers to deliver products meeting the needs not only of new customers, but also those of long-time customers by updating our customer records while reviewing their requirements and requests.
In the tire business centered on B-to-C, we are conducting regular market surveys more frequently than before in order to understand the environment and traffic conditions that are changing year-by-year, as well as tire usage and tire conditions. Based on the market information obtained from these surveys, we will promote the development of products that match the usage conditions of our customers, and provide advice on how to use our products to our customers.
In order to advance these activities, we will further improve our education and training to boost our sales, service, and technology to the next level.

Hiroyuki Narabayashi, Head of Quality Assurance Division


Quality assurance: System for market measures
Under the supervision of the Executive Committee, a failure matter reported from customers related to products of a business department is deliberated in a "product improvement small meeting" and a "product improvement meeting," and the result of the meetings will be submitted to the "Market Measures Reviewing Committee." If the matter is regarded as deserving to be subject to market measures, the Market Measures Headquarters will be established to consider a specific proposal. After that, the specific proposal will be further deliberated in by the "Market Measures Examination Committee."
Before implementing market measures by the Market Measures Headquarters, it is necessary to gain approval from the "Executive Committee" based on the confirmation of management risks by the Risk Management Committee.
We also take possible measure to prevent the recurrence of similar incidents based on a report and analytical results from the "product improvement meeting."

Vision for FY 2023

  • Establish a quality assurance system in response to the expansion of global production and sales
  • Develop a global service system that keeps abreast of market changes (quality information)
  • Raise awareness of the proper use of products toward enhancing customer safety and achieving a low-carbon society
  • Provide quality education for all employees

Priority action items to be addressed

Considering the level of impact of business activities and the level of social interest, the following have been established as our priority action items to be addressed by the Yokohama Rubber Group.