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Announcement of Winners in the FY2013 Selection of Businesses Achieving Omotenashi Customer Service BusinessIntroduction of attractive Japanese regional enterprises which are able to provide customers with Omotenashi customer service

The Ministry of Economy, Trade and Industry (METI) has been endeavoring to take the initiative in widely disseminating the Omotenashi Customer Service Business project to the public, in which customer- and community-based business management in various regions across Japan is able to achieve high-value-added and differentiated services. To achieve this goal, METI has selected 28 businesses that have carried out the Omotenashi Customer Service Business in practice.

1. Details of the project

Many service businesses in Japan are now facing severe price-cutting competition, including fiercer competition in the domestic market due to the declining birth rate, aging population and concentration of the population into urban areas, as well as taking measures for addressing globalization. Meanwhile, in regional areas, some enterprises are successfully managing their business in a fashion that they do not get caught up in price-cutting competition, continue to provide customers with services that meet their needs, and carry out business with a way of management that not only customers but also employees and people in communities and society appreciate.

METI refers to a business model practiced by successful businesses as Omotenashi Customer Service Business that [i] fosters the motivation and capabilities of business employees to the maximum extent; [ii] cherishes participation in their communities and society; and [iii] conducts management to achieve high-value-added and differentiated services. Through this project, METI has been recommending such businesses' efforts to the public as a business model that other regional service businesses should aim to adopt.

As a part of initiatives, METI started the Selection of Businesses Achieving Omotenashi Customer Service Business project in FY2012. In FY2013, it selected 28 winners under the project out of 165 applicants, which were screened by examination of application materials, interviews with business owners as a preliminary screening, and examiners’ visits to the applicants’ business sites as a secondary screening. Through this process, winners were selected not only from the service sector but also from other business sectors and categories. For details, see the Appendix (PDF:245KB) PDF File (in Japanese).

METI expects that, by referring to these 28 successful examples, many enterprises will be motivated to make efforts to achieve high-value-added and differentiated services.

Note: In FY2012, METI selected 50 winners. The efforts of the winners are accessible on the website of the project and in the booklet.

2. Commendation ceremony

METI will hold a Commendation Ceremony for Recognizing the Winners of the FY2013 Selection of Businesses Achieving Omotenashi Customer Service Business Project, starting at 13:30 on March 27, 2014. Along with the ceremony, there will also be a commemorative speech.

For details, visit the following website of the project:
Selection of Businesses Achieving Omotenashi Customer Service Business project: http://Omotenashi-keiei.go.jpexternal link(in Japanese)

3. Booklet containing the details of the FY2013 winners

From May 2014, the Regional Bureaus of Economy, Trade and Industry and the regional head offices of the Organization for Small & Medium Enterprises and Regional Innovation, Japan, are scheduled to distribute booklets in which the details of the FY2013 winners are compiled. Such details will also be publicized on the METI website.

Release Date

March 27, 2014

Division in Charge

Service Affairs Policy Division, Commerce and Information Policy Bureau

Related Information

Service Industries Policy
Ministry of Economy, Trade and Industry
1-3-1 Kasumigaseki, Chiyoda-ku, Tokyo 100-8901, Japan Tel: +81-(0)3-3501-1511
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