SustainabilitySocietyQuality management and customer satisfaction

We are aiming to be a company trusted by customers and are striving to provide products and services that satisfy customer requirements.
We also want our business partners to grow alongside us through activities based on our partnerships.

Enhancing customer satisfaction

Working daily to deliver inspiration to customers

We believe that the high value-added coating products that TOCALO delivers satisfy and inspire our customers through our high level of quality control and good services. We strive to communicate the information our customers need diligently and sincerely at every opportunity from proposal, order receipt, and delivery to after-sales service.

We are fully committed to quality control and our research and development. In addition to operating a quality management system compliant with both ISO 9001 and the aerospace industry certification JIS Q 9100, we also hold QA-presentation competitions to announce the results of quality control efforts, and technology report-presentation competitions to announce the results of new research. These tournaments are designed to raise the level of both technologies and quality management throughout the Company. We also established the Quality Headquarters, headed by a director, to strengthen our management system.

In 2017, we moved our headquarters to the Kobe Biomedical Innovation Cluster (KBIC; Chuo Ward, Kobe City), where we are focusing on market development in medical fields and collaborating with manufacturers in the area. We also actively participate in exhibitions on the themes of “Medicine,” “Environment and Energy,” and “Transportation Equipment.” In fiscal 2023, TOCALO exhibited at four trade shows. As a problem-solving company, we proactively seek to identify customer issues and work with customers to realize better products and services.

Photographs from the exhibition (Kyushu Mechanical Components & Technology Expo in fiscal 2023) Photographs from the exhibition (Kyushu Mechanical Components & Technology Expo in fiscal 2023)
Photographs from the exhibition (Kyushu Mechanical Components & Technology Expo in fiscal 2023)
Exhibits in fiscal 2023
  • 8th Ceramic Japan Osaka (INTEX Osaka) May
  • 20th International Hydrogen & Fuel Cell Expo (Makuhari Messe) September
  • Kansai Healthcare and Medical Equipment Development Exhibition 2023 (INTEX Osaka) October
  • Nagoya Green Factory Expo (Port Messe Nagoya) October
  • 1st Kyushu Mechanical Components & Technology Expo (Marine Messe Fukuoka) November

EMPLOYEE VOICES

Searching for new ideas and making proposals unique to Tocalo

Yoshifumi Tomita (Sales Department Chief, Tokyo Plant)

Yoshifumi Tomita (Sales Department Chief, Tokyo Plant)

In my sales department, I am mainly in charge of clients who are manufacturers in the petrochemical and electric power industries. TOCALO’s technologies and products are in a specialized niche, and there are many aspects that are very difficult to convey to customers. When talking with clients, I try to provide information in an easy-to-understand manner, and try to be creative and use analogies.

The recent changes in society have brought the petrochemical and electric power industries to a major turning point. Proposing the TOCALO technologies and proven capabilities requires that I not only be on top of the latest information in their industries, I also must have a grasp about the direction the industry and the clients are planning to move forward.

There were instances when technologies we proposed did not produce the desired results. When that happens, we collect and examine data to determine what is hindering the result, then present new solution proposals until we attain the results we were looking for. I’ve had clients say to me that TOCALO is the only company that has ever been so responsive and accommodating.

Customer needs are diversifying, and conventional ideas and coatings may no longer completely or adequately solve their problems. We will do our best to find solutions for all sorts of modern-day needs by making the Company’s latest coating expertise available to clients as quickly as possible, finding new applications for existing technologies, while constantly exploring the potential of new ideas.

Quality Policy

TOCALO quickly formulates and submits product and service proposals using its surface modification technology to fulfill customer needs and continuously improve quality.

  1. Create products that fulfill customer quality requirement
  2. Clarify and strictly adhere to quality standards
  3. Set quality targets and evaluate degree of attainment
  4. Continuously improve the quality management system

Acquisition of ISO 9001 certification

All plants have acquired certification.

We continually improve our quality management system in order to improve customer satisfaction and earn social trust through quality assurance.

Status of ISO 9001 certification
ISO 14001-certified plant Registered date Registration number Certified activities
Kitakyushu Plant Jul. 1998 JQA-2470 Thermal spray processing for industrial machinery parts, equipment parts for the chemical industry, and parts for FPD and semiconductor manufacturing equipment
Tokyo Plant May 1999 JQA-QM 3344 Surface treatment processing for industrial parts (thermal spray processing and other peripheral technologies)
Akashi Plant Oct. 1999 JQA-QM 3810 Surface treatment processing for industrial parts (thermal spray processing and other peripheral technologies)
Kobe Plant May 2003 JQA-QMA 10001 ZAC processing of parts for FPD and semiconductor manufacturing equipment
TD processing of insert block molds for automobile forming mold
Kurashiki Plant Dec. 2011 JQA-QMA 14492 Surface treatment processing for industrial parts (thermal spray processing and other peripheral technologies)
Nagoya Plant Nov. 2017 JQA-QMA15690 Surface treatment of parts for general industrial and aerospace industries (thermal spraying)
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Quality control system
Process Implementation items Certified activities
Considering orders
  • Interviews
  • Review of customer requirements
  • Preliminary verification test
  • Gathering information through interviews to realize customer requirements
  • Analysis of the use environment for each customer
  • Proposal
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Process Implementation items Certified activities
Orders
(processing instructions) 		Processing directives
  • Drawing
  • Purchase specifications
  • Input customer requirements into processing directives (attachment of drawings, purchase specifications, etc.)
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Process Implementation items Certified activities
Manufacturing
  • Incoming inspection
  • Purchasing process control
  • Manufacturing process control
  • Shipment inspection
  • Incoming inspection (prevention of non-conforming parts and materials into the manufacturing process based on source management)
  • Purchasing management (purchase of conforming products from selected suppliers)
  • Manufacturing process (management of individual processes based on 5Ms to provide stable product quality)
  • Shipment inspection (provision of products that meet customer requirements)
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Process Implementation items Certified activities
Shipment
  • Traceability management
  • Management of process history by product identification
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Process Implementation items Certified activities
After-sales service
  • After-sales follow-up
  • Quality surveys of tie-ups in engineering, manufacturing and sales by visiting customers
  • Sincere response to customer complaints
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Acquired JIS Q 9100, Nadcap certification (for the aerospace industry)

The Nagoya Plant has acquired certification for the aerospace industry.

JIS Q 9100 was established to manage the quality of aerospace defense products, which requires advanced quality control. To satisfy requirements specific to the aerospace industry, the Nagoya Plant acquired certification in November 2008. The Akashi Plant was also certified in 2014, but the aircraft-related work was consolidated at the Nagoya Plant, and the certification was returned at the end of March 2020.
Nadcap is an international certification system under which the Performance Review Institute (PRI), an NPO in the United States, reviews special process operations in the aerospace and defense industry.

JIS Q 9100 and Nadcap certification
ISO 14001-certified plant Registered date Registration number Certified activities
JIS Q 9100 Nagoya Plant Nov. 2008 JQA-AS 0044 Surface treatment of aerospace components (thermal spraying)
Nadcap Mar. 2014 9676204446 Surface treatment of aerospace components (thermal spraying)
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