With the slogan "Fill this planet with the excitement of food," the Toridoll Group hopes to provide people around the world with the excitement of food through our products and services. Eating out is “the most familiar leisure”, and we believe that experiencing the excitement through food provided by our group will satisfy your mind and body and lead to daily vitality.
The Toridoll Group develops various food-related brands around the world, but each brand always aims to provide customers with this emotional experience of food. For example, each store makes udon noodles from flour, the steam from the cauldron that can be seen from the open kitchen, the smell of roasted coffee beans, the sound of tempura being fried in front of you, etc. We believe that by appealing not only to the taste buds but also all five senses of the customer, such as the provision of delicious food and warm hospitality, we will be able to create a moving experience.
Policy and Management System
For the Toridoll Group, which wants to provide as many customers as possible with the emotional experience of food, the safe and high-quality provision of products and services is the most important and basic initiative.
Based on our Basic Policy on Quality and Food Safety, we have strengthened thorough management through our food safety management system, and we have also established a Basic Policy for Customer Service, which refers to ISO 10002, to engage with customers and provide appropriate information.
In addition, through food safety training, each employee is doing their best to provide safe and high-quality products and services.
Basic Policy on Quality and Food Safety
TORIDOLL Holdings work under its slogan, “Delivering passion for food around the world,” in various businesses and services.
All TORIDOLL Group members believe our management priority to be securing quality and food safety. Thus, we have formulated the Basic Policy on Quality and Food Safety (detailed below), and the management and all our employees hereby pledge to adhere to the policy.
1. In order to always deliver safe and high-quality products to our customers, we will listen sincerely to the opinions of our customers and deliver quality products that will satisfy them.
2.We share a unified quality policy, comply with the laws and regulations related to quality and food safety in each country, and maintain a quality control system that meets global standards and requirements.
3.We will monitor and improve the quality control systems of domestic and overseas subsidiaries and business partners, and will continue to provide necessary quality and food safety education.
4.We will take prompt and appropriate action in the event of quality and food safety issues, and we will faithfully fulfill our accountability to our customers, administrative agencies, and society.
5.The management will regularly evaluate the quality control system, and by appropriately allocating management resources, continuously improve the quality of the Toridoll Group's operations, products and services, as well as food safety. Make the best decisions to improve satisfaction
Management Systems for Ensuring Food Safety
Establishing Food Safety Management Systems
トリドールグループ は、国際的な衛生管理手法であるHACCAPの考え方に基づく管理を行い、衛生管理を確認・記録するための食品安全管理帳を2019年に導入しています。2020年4月には衛生管理計画書を策定し、全店での運用を開始しました。食品安全管理帳と衛生計画書の実施と記録を通じて、日々の衛生確保はもちろんのこと、店舗や組織として改善改善の「見える化」ができる仕組みとしています。
衛生管理に関しては、食品安全部による巡回指導に加え、当社グループとは独立した外部衛生検査機関による年2回の全店舗衛生監査を行うなど、衛生管理の徹底と維持向上に努めています。
今後も、従業員の衛生管理に対する意識のさらなる向上に努めるとともに、不測の事態が発生した場合の危害の最小化と、迅速な原因追及と改善対応を強化していきます。
Checking Safety and Hygiene through Internal and External Surveys
At the Toridoll Group, we use a food safety management book to confirm and record hygiene management items every day, conduct monthly checks by store managers once a month, and formulate improvement plans for unsuitable hygiene management items. Also, once every three months, the area manager checks the progress of the improvement plan and provides necessary support.
At the same time, in addition to confirmation on the store side, internal audits are also conducted by the food safety department and store management department of the head office to confirm whether the hygiene management system is being operated appropriately.
In addition, hygiene surveys are conducted twice a year at all stores by an external hygiene survey agency independent of the Group. The items of the external hygiene survey are the same items as the monthly check of the food safety management book, and it also leads to the accuracy standard of the survey by the store manager.
At our overseas stores, we are working to reduce food safety risks and maintain and improve quality as the number of stores expands by training specialized staff to maintain and improve quality and ensure food safety.
*2 In the fiscal year ending March 2022, Active Source Co., Ltd. will suspend operations for half a day due to guidance from the public health center.
Hygiene Training
The Toridoll Group has introduced e-learning hygiene education to create an environment where all employees, regardless of their career, can receive hygiene education. This education conveys that food safety is the foundation that supports the company's sales and profits, and that this is made possible by the education and training of all employees, including partner staff.
After learning about hygiene through videos, participants are tested on their understanding through tests related to basic food hygiene and quality.
Following on from last year, we have been taking this course at all stores in 2021.
We also provide training on additional hygiene knowledge and management and improvement methods at stores based on position and title.
Top management will take the lead in establishing a food safety culture within the company and making it a part of the corporate culture.
*GPP: Good People Practice. Refers to the practice of good human resource development.
*GMP: Good Manufacturing Practice. Refers to the implementation of good manufacturing practices and a good manufacturing environment.
Introduction of digital food safety
In order to further strengthen its food safety efforts, the Toridoll Group is proceeding with the digitization of food safety checks and records that had previously been left behind by visual confirmation and handwriting, using a food safety record book. Digitization reduces the burden on the site by automatically recording the temperature of the freezer/refrigerator, directly transferring the temperature measurement data inside the ingredients, quantifying the deterioration of frying oil, and using cameras for a wide variety of visual checkpoints. In addition, the implementation status can be grasped in real time even in remote locations, and by accumulating information, food safety can be effectively and efficiently ensured.
Marugame Seimen will introduce the system by the end of fiscal 2022, after which we will consider expanding it to other operating companies and overseas businesses.
Basic Policy on Customer Service
TORIDOLL Holdings has the slogan “Delivering passion for food around the world,” and we have established a basic policy upon this for responding to inquiries (opinions, requests, questions, etc.) from customers as follows.
1. The company will sincerely and promptly respond to VOC*.
2. The company will strive to share VOC information and make an organizational effort to provide better products, services and customer support processes.
3. The company appropriately manages the personal information entrusted to us by our customers.
4. The company aims to obtain the customer's understanding and consent as much as possible, including providing appropriate explanations according to the VOC response status, and to resolve the matter.
5. The company shall take a resolute response to unjust intervention under the guise of VOC by anti-social forces, etc., and appropriately cooperate with relevant organizations such as the police as necessary.
*VOC: Abbreviation for Voice of Customer.
Consumer-oriented voluntary declaration
Ⅰ. Philosophy
Under our slogan, "Fill this planet with the excitement of food," we will contribute to a sustainable society by co-creating and collaborating with our customers to create new value.
Ⅱ. Initiatives policy
1.We listen to our customers' voices and take advantage of them.
Based on our Basic Policy on Customer Relations and Basic Policy on Quality and Food Safety, we sincerely listen to our customers' voices, provide better products and services, and always seek ways to respond to customers that create moving experiences. .
2.We will work for the future and the next generation.
Based on our basic sustainability policy, we will continue to work closely with the earth and society and take on challenges for the future and the next generation.
3.We will work to continue to be loved and trusted by everyone.
We will build a governance system that earns the trust and trust of our customers and other stakeholders through compliance, prompt and sound management decisions, and transparent information disclosure.
Four.Realize employee happiness
We provide a workplace where all employees can find meaning in their work, share excitement with colleagues, and work with pride and peace of mind.
Established: January 2024
Efforts to maintain and improve quality
At the Toridoll Group, as represented by Marugame Seimen, which makes udon noodles from flour at all stores, we not only pursue deliciousness, but also offer a sense of realism by handmade and freshly made at our stores.
In addition, we maintain the quality of our products and services from various aspects, such as our particular manufacturing methods and techniques, delicious and safe ingredients, management methods that protect quality, and employees who strive to improve while working hard to provide customers with a comfortable environment and service.・We are making efforts for improvement.
Achieving high customer satisfaction through manual labor
Many of the brands owned by the Toridoll Group are unique among restaurant companies in that they do not use large-scale facilities (central kitchens) for cooking large amounts of ingredients as much as possible, and instead focus on hand-made and freshly prepared food. increase.
For example, Marugame Seimen does a lot of cooking, including noodle making, at the store. As a result, store operations become complicated, and the quality of products may vary due to various factors such as the temperature and humidity of the day. However, we are striving to maintain the quality of our products by introducing various measures to prevent variations and introducing a sensory evaluation system that visualizes each quality such as taste, aroma, and vision.
In addition, by training udon craftsmen and preparing easy-to-understand cooking manual videos, all staff will acquire professionalism and methods regarding food, and will provide customers with handmade deliciousness.
Customer Experience Value Ranking
(CX: Customer Experience) 1 Rank (June 2022)
*Internet research survey by C Space Tokyo. n = 10,327
Proactive use of local ingredients in each country
The Toridoll Group believes it is important to build relationships of trust with local producers and agricultural cooperatives, and to give back to the local community. We are actively procuring local ingredients.
For example, Marugame Seimen in Japan uses wheat and kombu from Hokkaido, Sudachi from Tokushima Prefecture, domestic rice and some vegetables, while some Marugame Seimen stores in North America use We are actively promoting the use of ingredients from each country and region, such as using wheat produced in North America.
In addition, such local production for local consumption efforts also lead to a reduction in CO2 emissions generated during the transportation of raw materials.
In-House Qualification Systems (MARUGAME SEIMEN)
Marugame Seimen has been operating a noodle craftsman system (in-house qualification system) since December 2016 and a tempura craftsman system since 2019 as an initiative to maintain product quality.
The noodle craftsman system and the tempura craftsman system are in-house qualification systems given to employees who have passed a written test in advance, passed various conditions, and then passed practical and written tests. In addition, based on the policy of supporting multiple careers, we have newly established the “Noodle Craftsman Ranking System”. If you pass the above qualification test and raise your grade, it is possible for the craftsman to have discretion outside of the manual regarding udon composition and boiling time. The success rate for both systems is about 30%, making it a narrow gate, and those who pass these systems are certified as "noodle craftsmen" and "tempura craftsmen" and are active.
Under these noodle craftsmanship systems, Marugame Seimen's noodle craftsmen, "Mensho Fujimoto," who are even higher than the four-star noodle craftsmen, visit stores nationwide to check quality and provide guidance. We strive to maintain and improve quality by certifying noodle craftsmen and tempura craftsmen with reliable skills to maintain the quality of our products.
As of the end of August 2021, there are 504 noodle chefs (247 regular employees, 257 partners) and 88 tempura chefs (49 regular employees, 39 partners).
Making Our Customers Happy
The Toridoll Group believes that communication with customers and dining in a safe environment are important to providing moving experiences through food.
Based on our basic customer response policy, we listen to customer feedback sincerely and respond promptly, and we create a database of information received at the call center to improve our products and services and prevent accidents.
In addition, as a measure to actively improve engagement with customers, Marugame Seimen established the “Udon Class” in July 2021, and is promoting activities to plan various plans such as products and services together with customers. increase.
Improving customer convenience through cashless payments
In 2018, the Ministry of Economy, Trade and Industry formulated a "cashless vision" and is required to promote cashless payments. The Toridoll Group is promoting cashless payments that allow customers to pay more efficiently and hygienically. In accordance with customer requests, we are constantly considering the implementation and introduction of a wide variety of payment methods such as transportation electronic money, distribution electronic money, credit cards, and QR payments.
Cooperation between business divisions and customer service centers
At the Toridoll Group in Japan, the opinions and requests received from customers are centrally managed at the Customer Service Center. In fiscal 2021, we received approximately 22,700 comments, including 529 compliments. In addition, we received 3,440 requests for products, 10,161 for services, and 2,638 for hygiene-related requests.
In addition to promptly coordinating and providing information to related departments, we visualize and manage the status of responses to customer feedback. In addition, after accumulating information in a database, the content is analyzed and used to improve the organization as a whole.
Development of menus that meet the expectations of each country
Marugame Seimen is expanding its business overseas, but the food culture, customer lifestyles, and needs are completely different depending on the country and area. For this reason, we are developing a variety of products that meet the needs of our customers.
In Japan, we also offer regional menus that use local specialties and arrange dishes that are popular in each region. (Some menus will be sold for a limited time)
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Tamjai Samgo landed in Japan
In 2022, Tam Jai, Hong Kong's popular rice line (misheng) soup noodle restaurant, opened in Shinjuku, Ebisu and Kichijoji in Tokyo. Equipped with a completely new aroma, umami, and spiciness, the taste of Hong Kong, which has won the Michelin Bib Gourmand for three years in a row, can now be enjoyed in Japan.
Appropriate disclosure of information on products and services
At TORIDOLL Holdings, we give top priority to the safety and security of our customers, comply with laws and regulations related to the quality of our products and services, and provide our customers with excitement through our products and services. In addition, we strive to provide useful product and service information for our customers through various channels such as press releases, TV commercials, SNS, and apps.
Dealing with food allergies
Marugame Seimen discloses information on food allergies on its website so that customers can eat with peace of mind (as of March 2022).
We also disclose information on the origin of our main raw materials.
universal design
TORIDOLL Holdings supports the concept of "universal design," which is designed to be easily understood and used by as many people as possible, regardless of age, disability, physique, gender, or nationality. For example, some stores have installed Braille blocks, toilets for the disabled, wide aisles, and elimination of steps in the store.
The Toridoll Group is conscious of the following seven principles of universal design.
Seven principles of universal design
1. Anyone can use it fairly (fairness)
2. Can be used flexibly (degree of freedom)
3. Easy to understand how to use (simplicity)
4. Necessary information can be easily conveyed (understandability)
5. Mistakes do not lead to serious consequences (safety)
6. Efficient and easy to use with less power (saving physical strength)
7. There is an appropriate size when using (securing space)
Advertisement management
TORIDOLL Holdings has established a system to confirm in advance that the product information provided in various advertising media, such as newspaper and magazine advertisements, TV commercials, and website advertisements, is accurate and does not mislead customers. Advertisements and promotions are managed in such a way as to give due consideration to matters such as exaggerated expressions, discriminatory expressions, religious or political beliefs, the environment, and the privacy of third parties.
In fiscal 2022, there were no legal violations related to product and service information and labeling.
[This page updated: 2023/01/27] The figures are for FY2021, but some of the initiatives include information for FY2022.
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