MATERIALITY

Relationships

Under one of our material issues, Relationships, we will contribute to resolving various issues, including those identified by Goal 17 of the SDGs - partnerships for the goals.

By building relationships through our business activities,
we will contribute to the SDGs.

SDGs-Gender Equality
SDGs-Decent work and economic growth
SDGs-Responsible consumption and production
SDGs-partenerships for the coals

CUSTOMER SATISFACTION

Build Deep, Long-Lasting Relationships with Customers

We make proposals at showrooms to ensure that customers can purchase our products with peace of mind. We also make various efforts through our call centers to respond to any questions or concerns our customers may have when using our products. In addition, we provide after-sales services that focus on being fast, reliable, and courteous. In these ways, we will continue to develop strong, long-lasting relationships of trust with our customers.

Initiatives for
After-Sales Services

“TOTO quality” refers to the quality of the products themselves in combination with their assembly and maintenance if a problem were to arise. To help improve the quality of these services, we send a postcard questionnaire to or call customers who have applied for after-sales service in order to gather information on customer satisfaction.

Initiatives for After-Sales Services

DIVERSITY

Advancing the Careers of Diverse Human Resources

We aim to be a company where a variety of personnel can gather, work with peace of mind, prosper, and take on challenges, and we conduct activities to promote diversity and implement workstyle reforms in order to create a workplace where all employees can play an active role. In addition, we will work with our suppliers to undertake activities that address CSR issues in such areas as human rights and labor, safety and health, and the environment.

Promotion of Diversity

The TOTO Group respects the individuality of its diverse human resources in terms of age, nationality, disability, gender identity (sexual orientation, gender identity, and gender expression), and aims to create a rich and comfortable lifestyle culture through new ideas born from this respect. In order to meet the diversifying needs of our customers and provide new value, we will develop an environment where diverse human resources, including women, people with disabilities, seniors, people of different nationalities, and LGBTQ people, respect each other and where everyone can continue working vigorously and with peace of mind. In addition, in order to achieve sustainable overseas business growth, we will develop local executive candidates for overseas group companies and provide them with TOTO-like leadership to expand our overseas business and create TOTO fans around the world.

FOR THE FUTURE

Promotion of Social Contribution and Community Coexistence Activities

The TOTO Group uses its management resources effectively in conducting social contribution and community coexistence activities aimed at the resolution of local and global social issues. As a good corporate citizen, we will carry out activities that contribute to the revitalization, maintenance, and development of local communities. We also actively support employee participation in volunteer activities across a broad range of fields, such as tree-planting and city cleanup activities, activities to provide aid to disaster-affected regions, and support for sports.

Community Coexistence Activities 2
Community Coexistence Activities 1

GOALS

Global Environmental Goals

Key Indicators

FY2022 (Results)

FY2023 (Targets)

Key Indicators

Customer satisfaction in after-sales service*

FY2022 (Results)

94.0

pt

FY2023 (Targets)

94.2

pt

Key Indicators

Percentage of employees taking part in volunteer activities(total number of participants / number of consolidated employees = participation rate)

FY2022 (Results)

91.8

%

FY2023 (Targets)

100

%

or more

*Scope : Japan, Americas, Europe, Mainland china, Taiwan Region, India, Thailand, Vietnam

For Our Customers and Society

TOTO Aims to Provide Comfortable and Healthy Lifestyles to All by Contributing to the Realization of a Carbon-Neutral and Sustainable Society.

TOTO’s first president, Kazuchika Okura, wrote a letter to his successor, Saburo Momoki. The words contained in that letter have been treasured by the TOTO Group ever since as the Words of Our Founder. These words express the idea that “kindness must always come first” and state that our goal should be to provide good products and satisfy the customer and, by accomplishing that, profit and compensation will follow.

Kindness and honesty are our universal values. The Words of Our Founder asserts that “Many in this world chase after the shadow of profit”. Carrying out business under the precedent of TOTO’s uniqueness, kindness, honesty, and customer-oriented nature should enable us to resolve various issues. If we continue to face social issues with honesty and carefully engage in environmental issues, profit will definitely follow. This is something that must not change.

The Company Mottos, TOTO Group Corporate Philosophy, and Charter of TOTO Group Corporate Behavior based on the spirit of the Words of Our Founder represent the inherited values, in other words the “heart,” of TOTO that are shared among employees and will be carried forward into the future. This remains unchanged. However, the way our “body” (business activities) moves will adapt in response to changes in the business environment. The TOTO Group’s strength lies in the fact that the “heart” is firmly rooted as the precondition of each employee’s actions.

We formulated the New Shared Value Creation Strategy TOTO WILL2030 (hereinafter, WILL2030) which clarifies the lifestyle, society, and environment we want to achieve from a long-term perspective in April 2021. The TOTO Group will achieve economic growth while helping resolve social and environmental issues by realizing a carbon-neutral and sustainable society in 2050 and aiming to provide comfortable and healthy lifestyles to all. For this reason, the key material issues entire group must thoroughly address to embody our Corporate Philosophy are Cleanliness and Comfort, Environment, and Relationships.

In recent years, there have already been various changes to the social environment, including divisions in the international community and global warming due to climate change. Our mission is to pass on the global environment in a sustainable manner. I believe that we must expand the area that we engage in and increase the speed of response to these changes to embody our Philosophy. We will also contribute to the United Nations (UN) Sustainable Development Goals (SDGs) through the business activities based on WILL2030.

The TOTO Group’s business activities are made possible thanks to the support and cooperation of all our stakeholders. First, our starting point is that we ourselves must be sincere and thankful in our approach. Our employees will unite in their efforts to open the way for a bright future for our customers and society.

President,
Representative Director

BRAND PURPOSE