Society
Society-Oriented Goals
- [ ] Scope of KPI
- Meiji G: the Meiji Group (consolidated)
- Meiji HD: Meiji Holdings Co., Ltd.
| KPI | Results | Target |
|---|---|---|
| FYE 3/2022 | FYE 3/2024 | |
| Hold an ESG session for investors, and advisory board meetings three times annually [Meiji HD] |
ESG Meeting: One time ESG Advisory Board: Two times |
three times annually |
| All Meiji Group employees in Japan to participate in social contribution activities at least twice annually (at least once each 6-month period) [Meiji G, Japan consolidated] |
Participation rate at least once each 6-month period First half year term: 90%/Second half year term: 92% |
twice annually (at least each 6-month period) |
Stakeholder Engagement
Promote Stakeholder Engagement
We take every opportunity and use every means to engage in communications with important Meiji Group stakeholders (our customers, employees, business partners, shareholders and investors, global environment, and society). In this way, we answer the expectations of our stakeholders and fulfill our social responsibilities.
Employee Engagement
To achieve the Meiji Group 2026 Vision and be a company that can grow sustainably, we believe improving employee engagement is essential. Therefore, we regularly conduct the “Employee Opinion Survey.”
Communicate with Shareholders and Investors
We hold briefing meetings, IR events, and publish an informative IR website to keep our shareholders and investors up to date on the direction and strategies of the Meiji Group.
Since FY2019 we have held a large-scale ESG meeting for investors on an annual basis.
Dialogues with External Experts
We hold dialogues with outside experts, reflecting their opinions and recommendations in our vision, upcoming fiscal year plans, and business tactics.
As of FY2021, we have established a new ESG Advisory Board that meets twice a year, an evolution of our dialogue with external experts that had previously been held once a year. At meetings of this organization, we will receive advice from external experts on the Meiji Group's initiatives and facilitate an exchange of opinions with the CEO, CSO, and other internal Meiji team members to further strengthen our sustainability activities.
ESG Advisory Board meetings (August 2021 and January 2022)
External Experts
Takeshi Kamigochi
Senior Managing Executive Officer, Vice General Manager, Oil & Fats Business Unit, J-OIL MILLS, INC.
Mari Kogiso
CoCEO, SDG Impact Japan
Peter David Pedersen
Representative Director, NELIS
Environmental Communication
Each plant and research laboratory conducts reporting seminars and study groups to highlight our environmental initiatives for local citizens, local governments, elementary schools, and middle schools. In addition to covering our initiatives for water and air pollution and CO2 reduction, we also listen to feedback to incorporate into future activities.
Communicate with Our Customers
Food Segment
Our Customer Service Center strives to ensure customer trust and satisfaction through prompt, honest, fair, and appropriate service. The center receives a wide range of inquiries regarding products and services. We use this customer feedback to develop new, and improve existing, products and services.
Customer Service Center
Our Customer Service Center uses a proprietary system to record and analyze customer feedback. The center strives to respond politely and provide useful information to allow customers ease of mind in using our products. The center also shares information with related departments to develop and improve products and services for greater customer satisfaction.
| Content of Inquiries | Number of Inquiries | Composition Ratio |
|---|---|---|
| Product features | 27,171 | 31% |
| Stores that handle products | 21,981 | 25% |
| How to eat and store | 17,289 | 20% |
| Food labeling and package design | 7,066 | 8% |
| Sales promotion/campaign | 5,313 | 6% |
| Foreign matter mixed in the product | 4,615 | 5% |
| Others | 3,674 | 4% |
| Total | 87,109 | 100% |
Investigation of customer satisfaction
Meiji’s Customer Service Center carries out customer satisfaction surveys with the aim of improving the quality of customer support.
- FYE 3/2022 Target: 95 points (out of 100)
| FYE 3/2018 | FYE 3/2019 | FYE 3/2020 | FYE 3/2021 | FYE 3/2022 | |
|---|---|---|---|---|---|
| Customer satisfaction points | 91.1 | 90.8 | 91.3 | 92.2 | 91.0 |
Example of improvement in response to customer feedback
-
Reflecting Customer Feedback to Improve Products
- Label on the back says remove the frozen “pizza” from the interior bag. However, the interior bag is clear; I almost put it in my microwave.
- Caution! label text is all in red, making it difficult to read. Hard to see which point is the real point of caution.
<Products> Frozen Food, Meiji Pizza & Pizza (2PC)
<Customer Feedback> Exterior back label (how to consume) is confusing.
-
<After Improvement>
- Modified explanation. Changed “interior bag” to “interior clear bag.” Changed pull-out text next to the picture of the microwave to say, “remove from clear bag; do not wrap in plastic” (vs. “do not wrap in plastic” before change).
- Caution! label now in black text, using red text for important points only.
<Exterior back (top)>
Expiration Date Labelling on Ice Cream for the Consumer Market
Meiji has recently been receiving an increasing number of customer inquiries about the best-before date labelling of ice cream. In a consumer survey that we conducted in November 2019, respondents chose "Safe to eat" as being second only to "Tastiness" as priorities when choosing food products. "Safe to eat" was also the priority that increased the most for consumers over the previous year (see chart). In the survey, 75% of respondents answered that ice cream with expiration labels "Provides confidence" and 67% answered that they "Want expiration date labeling." Although the regulations allow best-before date labelling to be omitted from ice cream, in order to meet our customers' high expectations for food safety, we have maintained such information for all Meiji ice cream, including Meiji Essel Super Cup.
Counseling Office for New Mothers
At Meiji’s counseling office for mothers with infants, nutritionist and national registered dieticians provide consultation on nutrition and childcare for babies and mothers. Making use of an abundance of information and experience, the counseling office gives valuable advice to new mothers, family members, and other persons engaged in childcare.
| Content of Inquiries | Number of Inquiries | Composition Ratio |
|---|---|---|
| Breast-feeding | 3,071 | 45% |
| Baby food | 2,703 | 40% |
| Menstruation and health | 541 | 8% |
| Growth and development | 198 | 3% |
| Lifestyle and habits | 137 | 2% |
| Mother and pregnant woman | 66 | 1% |
| Others | 31 | 1% |
| Total | 6,747 | 100% |
Pharmaceuticals Segment
Medicine Support Center
Meiji Seika Pharma’s Medicine Support Center uses a database to sort and analyze customer feedback. It takes customer feedback extremely seriously, and makes sure to share feedback with relevant departments to ensure better products.
| Number of Inquiries | Composition Ratio | |
|---|---|---|
| Peripheral product information (packaging, expiration dates, insurance, etc.) | 12,037 | 37% |
| Efficacy (efficacy, dosage and administration, pharmacology) | 6,561 | 20% |
| Quality (quality, additives, stability, formulation changes) | 5,427 | 17% |
| Document requests | 3,967 | 12% |
| Safety (side effects, etc.) | 3,832 | 12% |
| Requests | 424 | 1% |
| Total | 32,248 | 100% |
| Content of Inquiries | Number of Inquiries | Composition Ratio |
|---|---|---|
| Document requests | 739 | 54% |
| Peripheral product information (packaging, expiration dates, insurance, etc.) | 254 | 19% |
| Efficacy (efficacy, dosage and administration, pharmacology) | 197 | 14% |
| Quality (quality, additives, stability, formulation changes) | 110 | 8% |
| Safety (side effects, etc.) | 57 | 4% |
| Requests | 8 | 1% |
| Total | 1,365 | 100% |
Measures to improve quality of customer support
With the aim of further improving customer satisfaction, Meiji Seika Pharma has undertaken an external evaluation of over-the-phone customer support at its Medicine Support Center.
We are aiming to promote appropriate usage of our pharmaceutical products by offering prompt and accurate information at all times. Through this we hope to contribute to even better medical care.
- Medicine Support Center quality target: 70 points
| FYE 3/2018 | FYE 3/2019 | FYE 3/2020 | FYE 3/2021 | FYE 3/2022 | |
|---|---|---|---|---|---|
| External evaluation score (out of 100 points) | 80.2 | 75.1 | 76.8 | 76.0 | 75.3 |
Improved aluminum sheet used for packing inhalation capsules
We incorporated patient feedback, changing the specification for cutting V-notches in the aluminum sheet to improve usability.
We develop new products to ensure greater levels of customer satisfaction.
KM Biologics has altered the printed information for its hepatitis B Vaccine 0.5mL
When administering the 0.5mL hepatitis B vaccine to children under 10 years old it is possible to vaccinate two children with a single packet.* When vaccinating small children, for example during periodic vaccination, the vaccine lot number, expiration date, as well as the manufacturer name, are recorded in the mother and child’s health handbook. However, it is also possible to simply use the sticker appended to the product itself. We have received feedback that an extra sticker would be helpful, for use when administering the 0.5mL standard vaccine to two patients.
<Details of improvement> The size of the stickers has been changed, and the number of stickers on each box has been increased from 6 to 8.
Adequate labeling is for customers simple to understand
The Meiji Group abides by the regulation and label products which is for customers simple to understand. The Meiji Group confirms the label on products adequate.
Initiatives for appropriate information disclosure
The Meiji Group complies with laws and corporate ethics in advertising and promotion activities, providing information based on fairly stated content and phrasing to prevent falsehoods or exaggerations. We conduct activities report based on our Pledge to be a customer-oriented company.
Promote Social Contribution
Social Contribution Activities policy
In January 2021 the Meiji Group created the Meiji Group Social Contribution Activities Policy.
Our employees are helping to address various local issues, all the while contributing to sustainable development. It is our goal for each and every one of our employees to share a sense of participation in planning for society’s future.
Social Contribution Activities
The following is a breakdown of our social contribution activities and cost expenditures for FYE March 2022.
| Type of Social Contribution Activity | Amount (Millions of Yen) | Share of Expenditure (%) |
|---|---|---|
| Charitable Donation | 243 | 8 |
| Community Investments | 2,379 | 86 |
| Commercial Initiatives (incl. Sponsorship Support) | 158 | 6 |
| Total | 2,779 | 100 |
| Contribution Method | Amount (Millions of Yen) |
|---|---|
| Cash Donation | 224 |
| Personnel Expenses (Volunteer-Related Expenses) | 1,823 |
| In-kind giving (products or services), Project Sponsorship | 426 |
| Management overhead | 306 |
| Total | 2,779 |
Activities by Topic
Meiji Group is actively engaging in social contribution activities, based on our Social Contribution Activities Policy's three core concepts of "activities to nurture people", "activities to assist society", and "activities to continue the world to the future".
"Activities to nurture people": We pursue activities in nutrition, food culture and sports to support the healthy growth and intellectual development of the children and youth who will be leaders of the future.
"Activities to support society": We pursue activities needed to support the healthy and stable lives of people in local communities involved in our business activities.
"Activities to continue the world to the future": We engage in activities to preserve the natural environment, conserve biodiversity, and encourage recycling of resources, looking ahead to the sustainable development and future of earth. We also engage in activities that support research and development tied to the creation of new health value.
Activities to Nurture People
Nutrition education activities
Our food education seminars at elementary and junior high schools began in 2005. These make use of both in-person guest teaching at schools, as well as online-lessons.
Activities to Support Society
The Meiji Happiness Fund
Established in March 2020, the Meiji Happiness Fund aims to raise awareness of sustainability, and instill a feeling of individual connection to social issues. The fund raises money twice annually through the generous, entirely voluntary participation of Meiji Group employees. In March 2022, 2,000 people from all across the Meiji Group took part. With funds raised, we donated approximately 54,000 Meiji food products to "Kodomo-Takushoku-Ouendan" (a food delivery program for children and families in Japan) in May 2022. Through this program, we will provide support to families across Japan facing lifestyle difficulties, which are worsening with the prolonged COVID-19 pandemic.
Cooperation with the All-Japan Food Bank Promotion Council
The number of families facing greater lifestyle difficulties than before COVID-19 is growing, and food banks face greater needs for support.
Meiji Group wants to help put a smile on the face of these children and their families, which is why we work with the All-Japan Food Bank Promotion Council, donating confectionery for children around important times of year, such as Children's Day, summer vacation, and Christmas. The donation in April 2022 marked our eighth donation, bringing the total number of donated confectionery and food products to 520,000.
Specialized formula business
We manufacture and supply a total of 18 types of specialized formula for babies born with congenital metabolism disorders that prevent them from drinking their mother’s milk, or regular commercial powdered milk. These include registered special milk, which is officially registered with the Japan Cooperative Project on Special Formula and subsidized by Japan’s Ministry of Health, Labour and Welfare, as well as other special formulas (non-registered, yet subsidized) designed for treatment of non-congenital metabolic disorders. We focus at all times on safe production and distribution.
Rare diseases drug for Dravet’s syndrome treatment, DIACOMIT®
Dravet’s syndrome is an intractable form of epilepsy occurring in infancy. The disease develops in one infant in every 40,000. The syndrome is a severe disease that has a major impact on patients and their families because it causes seizures, delays physical and mental development, and has a high mortality rate.
As there was no effective drug for Dravet’s syndrome treatment available, We launched DIACOMIT® Dry Syrup (oral suspension) and DIACOMIT® Capsule in 2012. We make efforts to provide accurate and timely information on the effectiveness and safety of this drug to healthcare professionals for the correct dosage to patients. Patients, their families, healthcare practitioners, and the government have high expectations for DIACOMIT®, and they regularly express their gratitude to us for the drug.
<Voices of outside experts>
Meiji Group’s efforts for children with intractable diseases.
Yushi Inoue, M.D.
Emeritus Director of Hospital Shizuoka Institute of Epilepsy and Neurological Disorders National Hospital Organization
A drug for the rare disease Dravet’s syndrome, DIACOMIT has been prescribed to approximately 500 children since launch in 2012.
Covering all cases, we have collected high-quality post-marketing surveillance, a rarity for many drugs.
Enlightenment tools have been developed to enable information provision that benefits illness understanding and treatment. Recently, I have the impression that it has become less difficult to manage the severe seizures associated with this illness, which may be attributable to the popularity of DIACOMIT.
Special formulas are vital to the lives of children with intractable diseases. We are grateful that the company is responded to social needs by continuing to offer these products.
Donations to the United Nations Population Fund
We established a partnership with the United Nations Population Fund Kenya branch in November 2020, and took part in a project between January and March 2021 to support the economic empowerment of 200 women and girls in Kibera, Nairobi-the largest slum in Africa.
Activities to Continue the World to the Future
Paper Drink Carton Recycling Campaign
Our employees take part in the Paper Drink Carton Recycling Campaign twice annually. Through this campaign we are aiming to foster greater environmental awareness among our employees.
Biodiversity Conservation Activities
We are working together with various local governments and NPOs to conserve biodiversity, both in Japan and overseas. Our areas of activity include Meiji Group production sites, as well as the Meiji Group-owned “Meiji Group Nature Conservation Area Kumamoto Sunlight Forest.”
