Corporate Social Responsibility

Koh-Doh (Thinking and Working) for Value Maximization

Providing Useful Products to Consumers

By using customer input in our business activities and adopting a consumer perspective, we strive to augment
the benefit (convenience) of our products and ensure their safety.

Contributing through Our Products:

Launching Smell Management Activities to Provide Guidance
and Promote Etiquette Related to Body Odor
Mandom conducts research on body odor, particularly in men, and proposes a
wide range of body odor care for young to middle-aged men. As one aspect of
these activities, in June 2014 we launched smell management activities. These
activities included an odor-care comprehension test for individuals and odor-care
seminars for companies.
We provide the odor-care comprehension test via a public website so that
anyone can learn easily about body odor. In our odor-care seminars for

Odor-care seminar

companies, Mandom employees conduct lectures, explaining the mechanisms of

body odor and describing care methods. The seminars conducted to date have
been well received and attracted large numbers of participants.

Providing Cosmetics That Are Safe and Offer Relief

To provide safe cosmetics and assure consumers they are safe to use, Mandom
applies safety standards and quality measures that will assure customer
satisfaction. When developing cosmetics, we ensure safety at every stage, from
the selection of raw materials to the development of formulas and final
evaluations on actual use, designing products that are safe from a

Stinging test

consumer perspective.

Quality Enhancement Initiatives:

Quality Assurance Activities and Reconfiguring
Our Quality Assurance System
In accordance with Japans Pharmaceutical Affairs Law, we
comply with the ISO 22716 international standard related to
good quality practice (GQP), good vigilance practice (GVP)
and good manufacturing practice (GMP) for cosmetics. In
addition, we have formulated the Fundamental Quality

for truly satisfy customers by enhancing the quality of the

Company, products and services through the involvement of
all employees. On this basis, we are creating a quality
management system that spans all stagesfrom planning,
design and development to production and shippingas we
make the ongoing enhancement of customer satisfaction a
daily focus.

Policy based on the Mandom Quality Philosophy that calls

Systems for Incorporating Customer Feedback into Our Operations:

Customer Consultation System
In 1994, we set up a customer service office as a

Content of customer consultations in fiscal 2014

Shops, purchasing methods:
4,99641.1%

comprehensive window to receive customer feedback. After

studying and considering the feedback received, we add

Product information,
impressions from use,
effectiveness:
5,99149.3%

information to the frequently asked questions section of

our website as part of our effort to supply information.
We also save feedback to a database. Through customer
information, product quality and design management
meetings, this information is conveyed to related
departments and executive management and utilized in
product development and improvement efforts.

Number:

12,156

Proposals, requests:
3212.6%
Advertising,
sales promotion:
4243.5%
Environment: 1341.1%
Other: 2902.4%

mandom Annual Report 2015

47

Corporate Social Responsibility

Koh-Doh for Self-Actualization

Being of Use to Employees

Mandom considers employees to be corporate assets, or human resources. Accordingly, we work to create a
workplace that enables each individual to fully maximize his or her potential.

Our Approach to Human Resources:

We believe that a company represents a place for

at our overseas bases, and hold study groups to read these

employees to achieve self-actualization through their work.

regulations and promote human rights awareness.

We are working to build an environment where the skills

and to enable continual growth through continuing

Global Human Resources and Our Global

Personnel Vision

education opportunities.

We have formulated the Mandom Group Vision ver1.0,

and talents of employees can be maximized to the fullest

Respect for Human Rights and Diversity

which outlines our objective of becoming a multinational

Asian company. Recognizing that human resources are

We respect the fundamental human rights of all employees

essential for achieving this vision, we have formulated and

and never discriminate on the basis of such factors as race,

are promoting the Global Personnel Vision 2016. This

nationality, religion, belief, creed, sex or physical capability.

vision places people at the center of the Companys

We have formulated compliance standards that prohibit

objectives for the future.

discrimination and defamation.

We conduct training on the Mandom Groups Code of

This vision defines global human resources as people

who can help us achieve success in any country. We have

Conduct for new employees, as well as on an annual basis

training, systems and other mechanisms in place to

for all employees. We also distribute the Code of Conduct

cultivate these human resources.

Cultivating Human Resources:

We have a variety of training programs in place, based on

We provide elective English-language education

an employees rank and role in the Company, that place

support to help employees augment their language skills.

a strong emphasis on the desire to learn voluntarily.

Under this program, we select employees who have TOEIC

Examples of these programs, based on our Global

scores above a certain level, as well as those whose duties

Personnel Vision 2016, are training for global leaders

will soon require them to use English. For these people, we

and employee initiatives to enhance language skills.

bring in outside instructors to provide English lessons. In

In fiscal 2014, we launched the Young Global Human

Resources Cultivation Program, which focuses on

fiscal 2014, we held such lessons for 64 employees at four

locations in Japan.

cultivating employees who will play an active role in

future pan-Asian business. Aimed at cultivating a shared
awareness of our corporate philosophy and three types of
understanding in Asiaconsumers, business partners and
productsthis training involves discussions, as well as
overseas exchange training, which includes visits to
production plants and marketplaces. We aim to create
an organizational environment that encourages free
communications among employees in different countries.

Group English lessons

Internal Communications:
Introducing New Participatory Tools for All Employees
As a measure to ensure active employee participation cited as part of Our Values
(the Mandom Groups management philosophy), the information card system
instituted in 1984 involves each and every employee recording and submitting
information obtained through their daily work or everyday life on a card. Every year,
about 50,000 of these cards are submitted. To make this system operate in a timelier
manner, in fiscal 2014 we switched to a new communication system using a social
networking site (SNS). In the first half-year after introduction, the system elicited
more than 4,000 dialogs, enabling information sharing and utilization beyond the
scope of the organization.

48

mandom Annual Report 2015

In-house SNS

Koh-Doh for Good Ethics

In addition to maintaining and enhancing management fairness and transparency,
the Mandom Group puts every effort into ensuring that its products exceed legal requirements for consumer
safety and benefit.

Compliance:
Our Approach to Compliance
The tenets of compliance at the Mandom Group are
encapsulated in Our Philosophy of providing useful
products to customers and Our Values of approaching
society with candor. Rather than relying on external
standards and adopting a passive compliance stance that
as long as we are legally compliant, all is fine, the
Mandom Group sets voluntary standards that exceed legal
requirements, taking an independent and proactive stance

The Mandom Group has established a Code of

Conduct Promotion Committee to ensure thorough
compliance with its Code of Conduct. This committee
concentrates on compliance awareness and training in
departments throughout the Group.

Helpline System
In December 2002, we introduced a Helpline System to
encourage the swift detection of any risk of compliance

toward protecting consumer safety and benefits.

violations, with the aim of preventing such risks from

The Mandom Groups Code of Conduct

System facilitates the reporting of any actual or potential

We formulated the Mandom Groups Code of Conduct

in 1999 as part of a compliance program to ensure
that all companies, executives and employees
throughout the Mandom Group were putting Our
Philosophy into action on an everyday basis. This
Code of Conduct is fundamental to questions that our
people should be asking themselves as they go about
their work, namely, Is this a correct judgment? and
Is this behavior something to be ashamed of?
The Mandom Groups Code of Conduct has been
reviewed and amended in line with formulations and
revisions of concepts of Our Philosophy as well as
various principles. The Code of Conduct was reviewed
and revised in a timely manner. (They were revised in
2002, 2007, 2011 and 2014.)
The 2014 revision clarified policies in such
categories as The objective does not justify the
means, meaning that the Company does not condone
the idea that any method is acceptable as long as the
desired results are achieved, and Morals trump
outcome. This means the Company does not
subscribe to the
concept that as long
as results are
achieved, any
methods are
acceptable. To ensure
against compliance
violations, we also
emphasized the
importance of
maintaining a strong
sense of ethics and
cultivating an
organizational culture
that maintains a sense
of tension.

materializing and avoiding recurrence. The Helpline

legal violations or actions that run counter to our Code of
Conduct that are discovered in the workplace. Reporting is
fielded by the Code of Conduct Promotion Committee,
which includes third parties (legal advisors). Reporting can
be anonymous, and we ensure against any disadvantageous
treatment of whistleblowers.

Notification about
and consultation on
risk information

People
providing
information

Notification about
and consultation on
risk information

Direct supervisor, department

head, director in charge

Helpline desk
Code of Conduct Promotion Committee
(including legal advisors)

Telephone calls, letters,

e-mails, interviews

Protection of Personal Information

Mandom handles a substantial amount of personal
information, including that on customers. We have created
a Personal Information Protection Management System to
ensure that this information is handled correctly
and appropriately.
We have created a Personal Information Management
Ledger, and each year we conduct a survey to determine
the status of information retention and management by all
departments. We also perform internal audits in our effort
to store and manage personal information appropriately.
Furthermore, all employees undergo training on personal
information protection.

mandom Annual Report 2015

49

Corporate Social Responsibility

Koh-Doh for a Successful Business Partnership

Being Useful to Business Partners

We strive to build strong partnerships with our business partners.

We also work to ensure appropriate and timely disclosure to shareholders and investors and remain
accountable to them.

Involvement with Business Partners:

Ensuring Fair and Transparent Transactions
To be good partners to our business partners, we strive
to forge stable, and trust-based relationships through
business dealings that are fair and transparent. To this end,
in July 2004 we formulated the Anti-Monopoly Act
Compliance Program, which we updated in 2010. Under
this program, our Legal Affairs Division conducts
workshops for our sales and purchasing departments.
Members of our Purchasing Division also participate in
outside seminars related to purchasing and procurement to
gain additional knowledge in this area.
Once a year, all Mandom Group departments in Japan
underdo training on our Code of Conduct. During this
training, participants read through our principles on
procurement and sales, helping to instill an awareness of
these polices among employees.

The Hermina Hospital Group currently manages 21

hospitals on the Indonesian islands of Java and Sumatra.
The group plans to proactively expand its operating area
going forward, also moving into the islands of Kalimantan
and Sulawesi.
The product series we have jointly developed are being
used at the hospitals operated by the group. We have also
begun expanding the market to include local mass retailers.
Through this collaboration, which combines the high
local awareness and reputation of the Hermina Hospital
Group with the technical expertise and distribution
network that Mandom Indonesia possesses, we are
convinced that we can be of help in developing the
Indonesian market for sanitary products and further
awareness of
public sanitation.

Involvement with Healthcare Organizations

in Indonesia
Mandom Indonesia launched a joint initiative with the
Hermina Hospital Group involving hand sanitizers in
December 2014, followed by sales of feminine hygiene
products in April 2015.

Koh-Doh for Environmental Preservation

We are working to reduce environmental impact at all stages, from product development to production,
transport, sales and post-use.

Mandoms Environmental Philosophy and Fundamental Environmental Policy:

We aim to contribute to customers and society through
our business activities. We have formulated the
Mandom Environmental Philosophy Eco-Policy and
the Fundamental Environmental Policy Eco-Activity
Guide to fulfill our objectives of protecting the global
environment and taking the environment into

Mandom Environmental Philosophy Eco-Policy

Mandom is committed to delivering environmentally safe products and
services, and protecting the Earths precious natural resources as a
responsible member of society, that contributes to health, cleanliness,
beauty, and enjoyment.

consideration as part of our everyday activities.

Fundamental Environmental Policy Eco-Activity Guide

Product Eco-Policy
In the Mandom Group, we consider
environmental friendliness to be an
important aspect of product value.
To help create a more sustainable
society, we strive to combine
ecological and economical value in
our products.

50

mandom Annual Report 2015

Total Business Processes

Mandom collectively adopts the following articles in its manufacturing, marketing,
administrative, as well as in other divisions within Mandom.
1. We establish an environment management structure and promote an active preservation
of the environment.
2. We consider factors that protect the environment, and use energy and resources carefully
and effectively.
3. We raise awareness of the environment and contribute to society as a positive
corporate influence.

Efforts to Stop Global Warming:

The Fukusaki Factory uses a power monitoring system that

To reduce CO2 emissions in distribution, we have also

accumulates data on electricity use. This information is

been streamlining operations and pursuing a modal shift

shared at monthly meetings of heads of the factory and

from trucks to freight trains and cargo ships.

used in drawing up power-saving measures for each

section of the factory. To use electricity effectively, we also

Energy use

employ an ice thermal storage system that is used to

Fukusaki Factory Ofces

transfer the thermal energy derived from nighttime electric

power to power air conditioning and cooling equipment.
Our head office building uses demand monitoring to
manage electric power consumption in different ways at
different times of the day and reduce peak

Total CO2 emissions

(Head ofce building, Tokyo Nihonbashi Building, sales locations)

Thousand gigajoules

110

108

106

39

35

34

t-CO2

113
33

5,044

32

1,489 1,451

3,875 3,996 1,448

demandside consumption.

1,247 1,185

Furthermore, we are engaged in an ongoing shift to

energy conservation for lighting systems in our head office

5,774 5,803

117

71

73

73

80

85
2,628

and other buildings. In fiscal 2014, we switched over to

2,811

3,596

4,284 4,352

LED lighting on some floors of the head office and in

smoking rooms.

2010 2011 2012 2013 2014

2010 2011 2012 2013 2014

Note: CO2 emission factors for electricity use employ the emission factors publicly
announced each year by individual electricity suppliers.

Efforts to Prevent Pollution:

Stopping Air Pollution at the Fukusaki Factory
When boilers operate for an extended time, emissions of the air contaminants sulfuric oxides (SOx) and nitrous oxides (NOx)
increase. We are therefore taking measures to improve boiler usage efficiency at the Fukusaki Factory, such as by introducing
electric water heaters.

Wastewater Treatment

At the Fukusaki Factory, we use a membrane separation and activated

sludge process to treat with chemical materials used in the production of
Boiler
Water treatment facility at the
cosmetics and the washing water from the manufacturing tanks and
Fukusaki Factory
filling equipment before release.
In fiscal 2014, we performed upgrades that are expected to increase drainage volume, and we are working to
stabilize water quality by reinforcing the management of water treatment processes.

Koh-Doh for Environmental Philanthropy

Being of Use to the Local Community

As a good corporate citizen, we are dedicated to societys development. We value philanthropic activities,
which make long-term contributions to the development of our society.

Our Local Community Approach:

The Mandom Group aims to be a good corporate citizen

region, we participate in and cooperate with local

that is dedicated to societys development. This is part of

communities, considering the interaction an important part

Our Values. We value philanthropic activities, which make

of twoway communications.

longterm contributions to the development of our

society, as outlined in our principles.
Paying respect to the culture and customs of each

We aim to contribute to a healthy society also by

sponsoring academic and cultural activities and sports,
joining in joint volunteer efforts, and more.

Area-Based Social Initiatives:

Participating in Volunteer Efforts to Improve the Lives of Local
Residents as Japan Overseas Cooperation Volunteers
In 2012, we began participating in a program by the Japan International Cooperation
Agency (JICA) of dispatching employee volunteers to developing countries as Japan
Overseas Cooperation Volunteers. The first group of participants in this program was sent to
Svay Rieng Province in Cambodia, with the second group going to the Province of Southern

The second group of volunteers that took

part in activities in the Philippines

Lyte in the Philippines. Through this program, volunteers participated in projects aimed at
improving the lives of local citizens in farming villages with high rates of poverty.
mandom Annual Report 2015

51