Improving Customer Satisfaction
Approach to improving customer satisfaction
Our company is guided by the management philosophy of "Shaping the Future of Japanese Home Building." As people's lives change significantly, we will continuously provide new value to our customers from the housing perspective by delivering high-quality products and services that alleviate customer burdens.
Quality Management Initiatives
Our system provides high-quality products based on our construction standards and manuals.
We conduct quality inspections at three stages: upon completion of the foundation work, during the checks for rainproofing, insulation, and airtightness, and upon completion of the house. If any areas for improvement arise, we issue corrective instructions as necessary.
We set common quarterly goals for quality inspection evaluation points across all branches and strive to provide safer and more secure housing.
We hold monthly meetings to improve quality at each of our group companies: LOGOS HOME, HOEI CONSTRUCTION, and GALLERY HOUSE.
Improvement points raised in these meetings are addressed through revisions of manuals or adjustments to construction methods. The changes are compiled and communicated company wide as a “Change Notification.”
LOGOS HOME and HOEI CONSTRUCTION conduct joint Safety Patrols every two months.
By performing on-site checks and sharing areas for improvement, we utilize this feedback to provide higher-quality products.
Promoting Quality Improvement Through DX(Digital Transformation)
We are using IT technologies to standardize quality across our group company.
*For more details, please refer to “Digital Transformation Initiatives.”
Providing Customer-Centered Services
We are committed to ensuring that our customers can confidently go through the home-building process, working together as a united team. During sales consultation, we provide various explanations, including information about initial and running costs.
We also offer services designed to help customers purchase their homes with confidence, such as various displays and simulations in our showroom.
Throughout construction, we implement owner reports using construction management tools and regularly update customers on the site's status.
For those who cannot visit the site due to various circumstances, such as living far away, we offer services to give customers peace of mind.
On construction sites, we have a safety box to allow customers to observe the site safely. It contains helmets, first aid kits, fire extinguishers, and warning ropes.
In light of the COVID-19 situation, we also conduct alcohol disinfection at the site.
We conduct customer surveys to improve our services. The feedback we receive is shared company-wide, and relevant departments address areas that require improvement.
Promoting DX(Digital Transformation) to Improve Customer Satisfaction
As part of our digital transformation efforts, we utilize various tools to meet all of our customers' needs.
For more details, please refer to “Digital Transformation Initiatives.”
Quantitative Data
LOGOS HOME：90％
HOEI CONSTRUCTION：80％
HOEI CONSTRUCTION：90％
LOGOS HOME：50％
HOEI CONSTRUCTION：20％
HOEI CONSTRUCTION：28.0％
LOGOS HOME：90points
HOEI CONSTRUCTION：90points
HOEI CONSTRUCTION：91.19points
Occupational Safety
Our Approach to Occupational Safety
To provide high-quality products, it is essential to ensure the safety management of all contractors involved in the home-building process. Our group is dedicated to implementing appropriate safety measures at construction sites to ensure safety.
Occupational Safety Management
In our group companies, we conduct safety inspections as part of our quality inspection efforts. At LOGOS HOME and HOEI CONSTRUCTION, we hold regular reporting meetings regarding on-site safety, where we share information and expertise.
Occupational Safety Initiatives
At LOGOS HOME, we regularly conduct safety patrols and submit reports, including photographs.
We also perform quality inspections linked to construction management tools, checking whether scaffolding and handrails are installed correctly.
If an inspection reveals an issue that requires immediate corrective action, we have a system to address these directly with the individual companies.
Should a situation that could lead to an accident arise, We share the information during monthly briefing meetings attended by site supervisors, quality inspection personnel, and leaders from each area, ensuring that related contractors are informed.
At HOEI CONSTRUCTION, we specifically evaluate fall prevention from heights by incorporating it into the quality management reporting items to prevent fall accidents.
Should a situation that could lead to an accident arise, we send alerts via the company group chat, and for matters of higher importance, we notify the entire company.
Promoting Occupational Safety Through DX(Digital Transformation)
We further advance Occupational safety initiatives by utilizing construction management tools.
*For more details, please refer to “Digital Transformation Initiatives.”
Diversity & Inclusion
Approach to Promoting Diversity & Inclusion
We pride ourselves on having an organizational culture where individuals of diverse backgrounds—regardless of gender, physical characteristics, or nationality—can thrive.
We will continue promoting diversity to ensure all employees can work confidently and happily.
Supporting Women’s Empowerment
Women make up 41% of our workforce and are active in various roles within the company. We offer support tailored to women's life stages, such as the "MAMA Club," which started in 2022 and provides monthly lunch meetings and information sharing via group chat for women employees with young children.
We will continue to enhance the environment for women by improving the ratio of new female recruits, a KPI (Key Performance Indicator) in our materiality goals, offering training for female managers, and implementing other initiatives to enable more women to thrive in the workplace.
Promoting the Employment of People with Disabilities
We actively promote the employment of people with disabilities in various roles, including administrative and field positions. We have established flexible work arrangements to provide an environment where individuals can work in the way that suits them best.
Diversity Training
In April 2023, we conducted e-learning training on LGBTQ issues for all employees, achieving a 100% participation rate. We will continue to offer various diversity training programs to enhance employees’ understanding and promote an inclusive workplace.
Other Initiatives
We actively hire senior personnel aged 60 and above, particularly in technical positions, allowing them to apply the specialized knowledge and skills they have acquired over the years.
Additionally, approximately 95% of eligible employees utilize our re-employment system, contributing their expertise in various fields.
Quantitative Data
280：177
305：209
298：208
156：239：62
169：271：68
163：280：71
※Percentage of female job offer recipients for FY 2024/5：45.8%
Work-Life Balance
Approach to Work-Life Balance
As lifestyles evolve, our employees' working styles are also changing. We respect diverse working arrangements that accommodate different life stages and lifestyles. We strive to improve workplace environments and systems to help employees work more effectively and energetically.
Promoting Flexible Working Arrangements
We have various systems to enhance the working environment and increase productivity. We offer maternity and parental leave and provide a short-time work system to accommodate different life stages and preferences.
In addition, we have created an environment where all employees can work remotely, allowing for flexible use of time regardless of location. Currently, about 30% of our employees, primarily in administrative and design roles, are working remotely.
Our leaves and short-time work systems include:
・Paid Leave System
・Birthday Leave System
・Prenatal and Postnatal Leave System
・Childcare Leave System
・Shortened Working Hours for Childcare System
・Caregiver Leave System
・Shortened Working Hours for Caregiver System
Promoting Employee Health
Long working hours have been a long-standing issue in Japan. To protect employee health while advancing our business, we are implementing measures to prevent them. We set operating hours limits for the computers used for work, encourage appropriate working hours, and discourage work on holidays.
We follow up with employees as needed to achieve a 100% participation rate in regular health check-ups.
We also conduct stress checks across the company, with over 90% participation. Employees identified as highly stressed during the stress check are offered an appointment with an occupational physician, and those who wish to have a consultation can do so.
In case of a situation that could lead to an accident, we send alerts via the company group chat, and for matters of higher importance, we inform the entire company through a formal announcement.
Quantitative Data
Human Resource Development
Approach to Human Resource Development
Our basic policy is cultivating human resources who embody our philosophy of "Shaping the Future of Japanese Home Building."
Human Resource Development System
For first-year employees, we conduct the "LRS (Logos Rookies Session) Training." This year-long training program is designed to impart basic knowledge and manners as business professionals and to help employees understand our company's philosophy and mindset.
In addition to LRS, we provide OJT (on-the-job training) for first-year employees. To enhance the effectiveness of the OJT program, the OJT instructors undergo training too.
We also conduct specialized training for technical, sales, and other positions.
Career Development Support
We have established a reward system across our group companies for qualifications necessary for business operations, promoting employees to obtain these qualifications actively.
One aspect of our HR system is the competency framework.
This framework evaluates the common competencies required across the entire group companies as well as the specific competencies needed by each department, serving as a system to encourage the further growth of each individual.
Improving Employee Satisfaction
We conduct an annual employee satisfaction survey. The results are analyzed, and necessary measures are implemented to address key improvement areas to create a more comfortable working environment for all employees.
Quantitative Data
Programs implemented: Number of participants (total)
・New employee training：24
・Philosophy training (HOEI CONSTRUCTION, 2 sessions)：198
・Labor management training (HOEI CONSTRUCTION, 2 sessions)：123
Programs implemented: Number of participants (total)
・New employee training：24
・Compliance training：789
Programs implemented: Number of participants (total)
・New employee training：22
・Compliance training（4 sessions）：2001
・・Philosophy training (HOEI CONSTRUCTION)：84
Contribution to the Communities
Approach to Contribution to the Communities
Our group values connections between people and aims to contribute to the communities in a sustainable manner by coexisting and developing alongside the local areas where we operate. This involves not only sponsoring and participating in events organized by the regions where we do business but also integrating our community contribution philosophy into unique initiatives like the "Customer Appreciation Festival." Through our business activities, we will continue to contribute to the development of local communities.
About the Customer Appreciation Festival
The Customer Appreciation Festival is an event designed to maintain relationships with our customers who have purchased properties from our group and to foster connections. We invite our customers to the event to experience and build connections with other customers in the same community.
The festival is held irregularly in different regions. It features games and activities that encourage customer interaction, introduce neighborhood associations, and address the concerns of new residents.
Previously, each group company and branch held the festival individually, but from May 2024 onwards, we plan to organize it more systematically across the entire group using shared information.
Model House Production Project
In June 2023, we launched the "Model House Production Project" in collaboration with Sapporo Gakuin University. This initiative involves forming project teams with local students to produce innovative homes that resonate with the next generation. The project includes addressing local community issues, regional development efforts, market research, planning, presentation, design, and information dissemination over the course of a year.
We plan to continue this project and expand it to other areas and universities, as well as to collaborate with other companies in the future.
Other Community Contribution Activities
We have sponsored and participated in local events such as fireworks festivals held in Sapporo City and Obihiro City, Hokkaido, and outdoor music festivals in Iwamizawa City. Currently, each branch carries out regional contribution activities individually, but moving forward, we plan to organize these activities across the entire group, similar to our Customer Appreciation Festival.
We aim to establish a system for sharing information about regional events among our group companies. This will enable us to disseminate operational expertise throughout the group and support the smoother execution of community contribution activities at each location.
Digital Transformation Initiatives
Approach to DX (Digital Transformation)
By promoting DX, we aim to create a more efficient working environment for our employees and offer our customers a broader range of services.
Our group is implementing various measures in both business operations and customer services.
DX(Digital Transformation) in Business Operations
We are promoting DX to streamline operations and create a safer and more comfortable working environment.
Our group has introduced SFA（Sales Force Automation） and CRM（Customer Relationship Management） systems tailored to our workflow.
Utilizing the CRM/SFA system has improved operations' efficiency and employee task assignment processes, enhancing productivity.
This year, we also implemented a human resource management system to centralize employee information. This initiative facilitates centralized management of employee data and contributes to going paperless, eliminating the need for resumes.
At the job sites, we use construction management tools that enable us to view not only quality-related information but also details related to labor safety, such as scaffolding and handrail conditions. This system is effective in quality control and preventing accidents.
Moreover, when important quality or site safety matters need to be communicated, we have established a system that allows us to notify all parties, including contractors, via the construction management tool's company-wide notification feature.
DX(Digital Transformation) in Customer Service
Key Issues (Materiality)We are advancing DX in our customer service operations to provide better services to all customers.
Both LOGOS HOME and HOEI CONSTRUCTION provide customers with digital brochures. By delivering brochures directly to our customers, we improve convenience in consultation meetings and support paperless operations.
Since May 2023, we have created explanatory videos for terms and conditions in addition to digital contract service. This has enabled our customers to finish their contracts only online, allowing more flexible service provision regardless of location or time.
We also plan to offer an app for our previous customers that will allow them to access information about housing warranties and after-sales service deadlines, making it easier for them to manage housing-related information.
We are also working on establishing a remote consultation system. Currently, we provide 100% remote consultations for interested customers and will continue to improve our manuals for both customers and employees to increase the availability of remote consultations.
