#Japan #Tokyo #TMJ #Secom Group #TQM Excellence

TMJ's Recognition at the 2025 Japan Quality Encouragement Awards

In a significant achievement for the Secom Group, TMJ Co., Ltd., based in Shinjuku, Tokyo, has been awarded the prestigious `TQM Practice Award` at the 2025 Japan Quality Encouragement Awards organized by the Japan Science and Technology Agency. This accolade marks the second time TMJ has been recognized since winning the Quality Innovation Award in 2008.

About the Japan Quality Encouragement Award

The Japan Quality Encouragement Award was established in 2000 to commemorate the 50th anniversary of the Japan Science and Technology Agency. It is divided into two categories: the `TQM Encouragement Award` and the `TQM Practice Award`. The `TQM Practice Award` was newly created for the 2024 fiscal year, revising the conventional Quality Innovation Award. This award specifically aims at small and medium-sized enterprises, acknowledging and encouraging those whose TQM activities yield measurable results, thus promoting further growth. For more information, visit Japan Quality Award.

The Award-Winning Team

The award was received by the Third Center of the Third Division within TMJ's Eastern Japan Headquarters.

Activities and Achievements

The team has been proactive in collaborating with clients to enhance customer support across multiple channels. Their initiatives have focused on preventing customer attrition and optimizing costs. Key strategies included visualizing customer pain points through journey mapping, analyzing voice of the customer (VOC), and implementing omni-channel measures. Notably, they achieved a 20-point increase in Net Promoter Score (NPS) and a remarkable 50% reduction in telephone inquiry rates. As they look to the future, the team plans to leverage generative AI and enhance employee satisfaction, targeting an exceptional service experience for both customers and employees.

Selection Justification

The committee commented that TMJ's theme, “Continuous Improvement of NPS Across Multiple Customer Touchpoints Using Data Analytics,” is innovative and reflects a strong organizational capability to adapt to the rapidly changing business environment. This award recognizes their commitment to enhancing customer experience through data-driven analysis and proposals for improvement. Unlike many others, TMJ's practices extend beyond a single client, demonstrating reproducibility and systematically constructed processes aimed at improving NPS. This dual focus on boosting user satisfaction while cutting costs has earned high praise. Future advancements in data utilization are expected to further develop the uniqueness of their TQM initiatives.

Note: NPS (Net Promoter Score) is a metric used to gauge customer loyalty based on their likelihood to recommend a service to others.

Ongoing Commitment to Improvement

TMJ is dedicated to promoting a corporate culture of continuous small improvements, enhancing service quality, and increasing the value provided to clients. Their initiatives echo the QC circle activities from manufacturing, adapted for the service sector through small group improvement projects. Since launching in 2006, over 12,000 participants have engaged in these efforts, tackling more than 2,500 themes. TMJ’s mission is to contribute not only to business success but also to solutions for societal challenges, aiming for a more livable society for everyone.

About TMJ

Founded in 1992, TMJ originated as an in-house call center of Benesse Corporation (formerly Fukutake Shoten) and became an independent entity. With unparalleled expertise in production and quality management honed through its unique subscription-based model, TMJ offers a diverse array of services ranging from call center design and operation to research, analysis, staffing, and training solutions. Since becoming a wholly-owned subsidiary of Secom Co., Ltd. in 2017, TMJ has leveraged the strength and security of the group network to support client success more robustly.