Supporting local crisis management
In the event of a disaster, we provide crisis management support to our customers by restoring damaged facilities, dispatching support personnel, coordinating with relevant government authorities, and procuring disaster response equipment and supplies to minimize damage and restore facilities as quickly as possible. In addition, we work together with our customers to prepare for disasters even during normal times.
Crisis management from the AEON delight Solution Center
We have established two AEON delight Solution Centers (ADSCs) in Japan, one in Osaka City and the other in Komaki City, Aichi Prefecture (AEON Komaki Crisis Management Center), as crisis management centers that play a central role in disaster prevention, with the ADSC in Osaka operating 24 hours a day, 365 days a year. ADSC constantly collects and analyzes disaster information and remotely monitors facilities for abnormalities in order to prepare for the risks posed by disasters. In the event of disasters such as earthquakes, floods, and major power outages, the ADSC is used as an information gathering team to provide an organized response.
Quality control through the Customer Support Center (CSC)
We have established Customer Support Centers (CSCs) in eight regional offices across Japan to collect, accumulate, and analyze customer information and requests. We accurately grasp the individual issues faced by our customers and provide optimal solutions.
To address labor shortages and continue to provide services that meet the cost and quality requirements of our customers, we are developing a new facility management model centered on CSCs by reducing the number of resident facility managers and moving toward unmanned operations through digital transformation efforts. We are transforming from the traditional facility management model to an area management model in which customers share our facility management staff in an area.
In addition, the CSC of the Kanto regional office in the new headquarters building (Kanda, Tokyo), which started operations in September 2021, will be equipped to serve as a backup ADSC. By sharing systems and data among our three bases in Osaka, Komaki, and Tokyo, and by establishing a backup system for crisis management functions, we have built a system that can demonstrate resilience in the event of a major wide-area disaster.
Facility management service quality
In September 2018, AEON delight became the first company in Japan to acquire the ISO 41001 certification, the world’s first international standards in facilities management. In recent years, companies are required to address a range of issues including productivity improvement, work-style reform, environmental load reduction, and health and productivity management. Facilities management that strategically leverages a facility and its surrounding environment is attracting attention as a management approach that helps resolve these issues.
AEON delight will merge the management system based on ISO standards with its own work quality standards acquired over the years to offer services at the global level.
Overview of the certification
- Screening standards
and criteria
- ：ISO 41001:2018・JIS Q 41001:2021
- Registration number
- ：DC18J0001
- Registration date
- ：Sept. 14, 2018
- Certified business locations
- ：TPC Facility Center, TPC Juso Office Center, Shintakashima Site
- Business locations
and services covered
- ：・Integrated facility management of the major pharmaceutical company, Osaka head office (FM Help Desk, cafeteria & related services, building services maintenance, plant leasing, cleaning, and business support services)
・Integrated facility management for the major pharmaceutical company, Osaka factory (building services maintenance/management, security services, cleaning, pest control, planting management, cafeteria & related services, laundry & apparel distribution service, and business support services)
・Facility management for the major equipment manufacture's office (building services maintenance/management, security services (including parking lot), cleaning, pest control, planting management, reception work)
Quality improvement through technical contests
We have been holding technical contests since FY2019 with the aim of encouraging specialists in each field to hone their technical skills and to make ideas generated in the field a shared asset of the Group. In addition to domestic and overseas group companies in each of our facilities management, security, and cleaning businesses, our partner companies that provide services alongside us also participate in the contest.
In the facilities management division, contestants compete on their technical skills and teamwork, including everything from work safety to customer service. In the security division, the results of site-based initiatives are presented, and in the cleaning division, creative and inventive initiatives that ensure the safety and security of facility users are also presented. Through technical contests, we aim to improve the expertise of not only our own company but also the entire service network, and to foster a culture in which employees can proactively communicate their daily insights and improvement ideas and reflect them in their work.
