#Japan #Tokyo #Suntory #Newton Consulting #BCM

Suntory's Step Towards Robust BCP Implementation

Suntory Concierge Service, a vital part of the Suntory Wellness Group, has recently taken significant strides in enhancing its Business Continuity Plan (BCP). This transformation has been facilitated by Newton Consulting Inc., a leading risk management consultancy based in Tokyo. As of July 8, 2026, Suntory has officially showcased its BCP improvement initiatives, aimed at addressing a spectrum of potential risks while ensuring uninterrupted service to its customers.

Background of Suntory Concierge Service

Suntory Concierge Service operates extensively within the health and wellness sector, managing a contact center that handles orders for health supplements and cosmetics. Their role extends beyond mere order processing to building lasting relationships with customers through post-purchase consultations. With a robust employee base exceeding 1,000 and establishments in Tokyo, Sapporo, and Fukuoka, the company is well-positioned to support its extensive product offerings.

Despite having operational frameworks in place for 23 years, including initial response manuals, Suntory identified critical gaps in its risk management documents. The existing documentation was found to be fragmented and lacked clarity regarding its ability to respond to the current risk landscape. Consequently, Suntory embarked on a mission to revamp its BCP, focusing on establishing a comprehensive framework that could adapt to various risks.

The Revamping Process

Phase 1: Executive Insights and Prioritization

To kick off the project, Newton Consulting conducted interviews with Suntory’s executive leadership. This was crucial for clarifying which aspects required immediate attention in times of crisis. The discussions led to the identification of priority business operations and recovery objectives, forming a new foundational policy for the BCP. Moreover, they scrutinized the existing crisis management manuals to pinpoint their shortcomings.

Phase 2: Engagement with On-the-Ground Employees

In the subsequent phase, Newton organized workshops across Suntory's three locations: Tokyo, Sapporo, and Fukuoka. These sessions aimed to incorporate the perspectives of frontline employees, ensuring that the BCP was relevant and practical. Participants engaged in discussions about the operational resources and conditions necessary to sustain critical business functions, tailored to the unique characteristics of running a contact center. The insights gathered during these workshops prompted the drafting of an updated business continuity plan.

Currently, the draft plan is under continuous refinement, with ongoing dialogues among Suntory’s operators to establish clear and user-friendly manuals for emergencies.

Overview of BCM/BCP Improvement Services

Newton Consulting's BCM (Business Continuity Management) and BCP services aim to transition organizations towards effective all-hazard BCP frameworks. BCM encompasses maintenance and enhancement activities necessary for sustaining crucial business functions, while BCP delineates action plans in crisis situations. Newton's approach is centered around the