Customer-Driven Product and Service Development
PHC Group regards the voice of the customer (VOC) as the starting point for value creation and focuses on using VOC effectively.
Rather than viewing VOC simply as requests for improvement, we regard it as a key management asset that helps us better understand customer expectations and underlying needs. By gathering a wide range of feedback from the field, analyzing it to transform it into insight, and applying those insights to improvements in products, services, and business processes, we create new value for our customers.
- Collection and accumulation of customer feedback
Encouraging customer comments on “what might be”, not only “what is”
- Visualization of issues and needs through AI-powered analysis and knowledge sharing
- Application of insights to make product, service, and operational improvements and create new value
In fiscal year 2025, we collected approximately 1,375 VOC submissions. Going forward, we plan to advance our use of AI to analyze customer voices from the field and deliver the results to management, to enable faster management decisions and further advance customer-driven product and service development.
* Number of VOC submissions collected by the Global VOC Promotion Section, Corporate Strategy Department
Creating Virtuous Cycles for Employees and Their Families
PHC Group holds monthly live-streamed town hall meetings led by CEO Deguchi in Japanese and English. These meetings provide an opportunity for the CEO and other members of management to share business news, strategy, and plans with employees across the Group. CEO Deguchi also held 90 roundtable discussions with employees in fiscal year 2025 during visits to our global workplaces. Through direct dialogue, we not only promote understanding of our Mission, Vision, & Values (MVV), but also create an environment in which every employee can see how their work contributes to society.
In addition, since September 2025, PHC Group has held Family Days every month at our Tokyo headquarters. This program provides employees’ family members with an opportunity to visit the workplace and see firsthand where their loved ones work. By deepening understanding of our workplace and fostering a culture of open dialogue and support, we aim to create a positive cycle that benefits employees, their families, and the organization as a whole.
Encouraging Sustainable Procurement and Building Strong Partnerships
Through PHC Group supplier surveys, which received a 97% response rate in fiscal year 2025, we maintain a high level of visibility into suppliers’ human rights practices, labor conditions, and environmental impacts. We aim to grow together with business partners that share common ESG standards, moving beyond a conventional purchaser-supplier relationship.
Enhancing Management Through Constructive Dialogue with Shareholders and Investors
PHC Group strives to build and maintain strong relationships based on trust, including through timely, accurate, and transparent disclosure of business information. Through quarterly financial results briefings and more than 120 dialogue sessions with investors and analysts each year, we provide explanations of our business performance and factors behind it, as well as our future outlook, Value Creation Plan progress report, and strategic direction.
Concerns, expectations, and other feedback received from shareholders are periodically reported to the Board of Directors and utilized as valuable input for management improvement.