Basic Approach

The ENEOS Group believes that the provision of high-quality, safe, and reliable products and services that provide customer satisfaction and the provision of accurate and easy-to-understand information are important elements in gaining the trust of our customers and achieving sustainable growth. Based on this approach, we have stipulated basic principles on quality in our Group Code of Conduct.
Each Group company has established its own quality management policies according to the nature of its business and works to continuously improve quality from a customer-oriented perspective based on these policies.

ENEOS Group Code of Conduct (excerpt)
  1. 6.Product and service quality
    1. (1)We always conduct our business activities with a spirit of innovation and a willingness to take on challenges.
    2. (2)We strive to contribute to the solution of domestic and international social issues and gain customer satisfaction and trust by developing and providing innovative technology and useful products and services.
    3. (3)We comply with domestic and international standards for the products and services we provide. We perform quality control and risk management, covering areas such as safety, security, environment and health. We also strive to provide a stable supply of goods and services, even in the event of emergencies.
    4. (4)We always provide our customers with appropriate and clear labels and explanations on our products and services, and we respond promptly and sincerely to customer inquiries.
    5. (5)In the event of malfunctions in our products or services, we strive to conduct exhaustive investigations and implement measures to prevent recurrence.
Energy Group* Quality Policy

We seek to earn the trust and satisfaction of our customers by adopting a customer-oriented perspective and adhering to the following.

  1. 1.Provide products and services that are safe and can be used with peace of mind;
  2. 2.Continuously strive to enhance the quality of our products and services; and
  3. 3.Provide accurate information that is easy to understand.
  • *ENEOS and its Group Companies
JX Metals Group Basic Quality Policy
  1. 1.Grasp the requirements of customers and society correctly in order to offer products and services that customers can trust and that satisfy their needs.
  2. 2.Improve and maintain quality in all processes from development, design, and production to delivery, while paying due attention to safety and environmental conservation.
  3. 3.Establish a quality management system, carry out continual improvements, and develop human resources.
  4. 4.Comply with all pertinent laws and regulations of Japan and other countries, and provide customers and society with accurate information on quality.


For information about our structure, see ESG Management Structure.
Within the ENEOS Group, Group companies conduct activities based on their quality policies and regularly oversee, assess, and share information about the status of quality-related initiatives.
Many of our business sites in Japan and overseas (see table below) have obtained ISO 9001 certification, a global standard for quality management systems.

Business Sites with ISO 9001 Certification

ENEOS Domestic Head office; Sendai Refinery; Kawasaki Refinery; Negishi Refinery; Sakai Refinery; Mizushima Refinery; Marifu Refinery; Oita Refinery; Yokohama Plant; Wakayama Plant; Sodegaura Terminal; Kashima Refinery, Kashima Oil Co., Ltd.; Osaka International Refining Company, Limited, Chiba Refinery; ENEOS Wakayama Petroleum Refining Co., Ltd.; Sankyo Yuka Kogyo K.K. (head office, refinery); Nihon Gosei Jushi K.K.; ENEOS NUC Corporation (head office, Kawasaki Plant); ENEOS Techno Materials Corporation (head office, Yokohama Plant, Narita Plant); ENEOS LC COMPANY, LIMITED (Resin Sales & Planning Department); ENEOS Materials Corporation (Yokkaichi Plant, Chiba Plant, Kashima Plant)
Overseas ENEOS USA Inc.; JX Nippon Oil & Energy Vietnam Co., Ltd.; ENEOS (Thailand) Ltd.; ENEOS (Guangzhou) Lubricants Corporation; PT. JX Nippon Oil & Energy Lubricants Indonesia; Nippon Chemical Texas Inc.
JX Nippon Oil & Gas Exploration Nakajo Field Office
JX Metals Domestic Isohara Works; Kurami Works; Hitachi Works (Copper Foil Dept.); Ichinoseki Foil Manufacturing Co., Ltd.; Kitaibaraki Precision Co., Ltd.; JX Metals Coil Center Co., Ltd. (Kurami Office, Kawasaki Office); JX Metals Trading Co., Ltd. (Takatsuki Plant); JX Metals Smelting Co., Ltd. (Saganoseki Smelter & Refinery, Hitachi Refinery); JX Metals Resources Exploration & Development Co., Ltd.; JX Metals Precision Technology Co., Ltd. (Esashi Works, Nasu Works, Kakegawa Works); TANIOBIS Japan Co., Ltd. (head office, Mito Plant); Tokyo Denkai Co., Ltd.; Toho Titanium Co., Ltd. (Headquarters, Chigasaki Plant, Hitachi Plant, Yahata Plant, Wakamatsu Plant, Kurobe Plant); Japan Copper Casting Co., Ltd. (Saganoseki Plant); Furuuchi Chemical Corporation
Overseas Nippon Mining & Metals (Suzhou) Co., Ltd.; Nikko Fuji Precision (Wuxi) Co., Ltd.; JX Nippon Mining & Metals Dongguan Co., Ltd.; Nikko Metals Taiwan Co., Ltd.; JX Metals Philippines, Inc.; Materials Service Complex Malaysia Sdn. Bhd.; Materials Service Complex Coil Center (Thailand) Co., Ltd.; JX Metals Korea Co., Ltd.; TANIOBIS GmbH (Goslar); TANIOBIS Smelting GmbH & Co. KG (Laufenburg); TANIOBIS Co., Ltd. (Map Ta Phut)
NIPPO Head office, Hokkaido Branch, Tohoku Branch, Kanto Daiichi Branch, Kanto Daini Branch, Hoku-shinetsu Branch, Chubu Branch, Kansai Branch, Shikoku Branch, Chugoku Branch, Kyushu Branch, Architect Department

Major Initiatives

Initiatives at Manufacturing Sites

Thorough preventive measures are carried out at the Group’s refineries and plants to eliminate quality-related issues and prevent recurrence.

Standardization of Quality Management and Assurance Procedures

ENEOS has established quality assurance procedures for quality assurance systems and operations covering all of our products and services.
In addition, all ENEOS refineries and plants have obtained ISO 9001 certification.
Furthermore, we have developed a proprietary Quality Management System that is specifically focused on requirements for managing the quality of petroleum and petrochemical products, based on ISO 9001. We have implemented this system at all of our refineries and plants, and are carrying out activities to expand it throughout the supply chain.
One of the features of this system is the performance of quality management risk assessments and risk reduction measures to prevent quality-related issues from occurring. Employees learn quality management risk analysis methods, enabling them to identify risks and take appropriate measures to address them, thus contributing to the achievement of proactive, highly effective quality management.
For product quality design and the establishment of manufacturing standards, in addition to fulfilling legal requirements, standard specifications such as those prescribed by JIS, and the contractual requirements of customers, we have developed an extensive database of our abundant experience and knowledge, thus giving due consideration to the prevention of issues in the use of our products by customers and providing reliable, high-quality products.

Information Sharing About Quality Complaints and Issues

Information about quality complaints and issues that have occurred at ENEOS refineries and plants is shared via databases with other refineries and plants, and company-wide measures to prevent recurrence are discussed and implemented, thus contributing to the future prevention of quality-related issues.

Inspection of Quality Management Systems

ENEOS carries out inspections of the quality management systems of its refineries and plants based on the Quality Management System. These inspection activities include internal audits conducted by each plant or refinery and audits implemented by the head office Quality Assurance Department. Inspections identify the strengths and weaknesses of each location, and the results are shared throughout the company, enabling us to strengthen the quality management systems at each site and make further improvements to the Quality Management System.
In the inspection activities conducted in fiscal 2022, we found no irregularities, including irregularities in terms of information and labeling, in product safety and quality in fiscal 2022. We will continue to strengthen our quality assurance systems by utilizing and improving upon the Quality Management System.

Quality Audits

At ENEOS, in accordance with company procedures, each department conducts self-audits, while independent departments that supervise and manage quality assurance perform quality audits. In this way, we conduct regular audits of the quality control work and activities for the products and services of each department. Through these efforts, we strive to properly maintain and manage the quality of products and services while carrying out continuous improvement.
JX Metals has developed an internal quality audit program based on guidelines for conducting internal quality audits and in accordance with management needs and risks. Through this program, the Quality Control Department conducts quality control inspections and each site conducts voluntary inspections. The results of internal quality audits are analyzed and reported to the Quality Management Meeting, which is made up of top management, and are reflected in the continuous improvement of the quality management system.

Quality Control Education

ENEOS systematically conducts training for each department on matters necessary to ensure the quality of its products and services and their continuous improvement, and also provides training on laws, regulations, contracts and internal rules. It also holds training sessions for quality assurance personnel and in-house seminars with highly specialized content, such as compliance with laws and regulations related to chemical substance management, to help promote quality assurance activities.
The JX Metals Group is thoroughly disseminating its Basic Quality Policy through e-learning and other means. It also provides quality control training for all employees to raise the level of quality control. For this quality control training, JX Metals has prepared various training programs, which range from introductory courses to advanced courses according to the level of the participants, and which employees are encouraged to take systematically according to job function and year of employment. These programs have become an established part of employee training.

Initiatives at Distribution Sites

At ENEOS, as part of our quality management efforts at distribution sites, we work with freight companies to ensure that all procedures, from product loading to unloading, are carried out safely and without error.
We are working to prevent accidents through facilities improvements, by continuing with installation of equipment to prevent the mixing of products on tank trucks that transport gasoline, kerosene and diesel, as well as through operational initiatives, such as having both customers and truck drivers present during unloading.
When transporting packaged lubricant products by truck, we work to prevent transport-related issues by having both customers and truck drivers check the destination, product name, packing condition, quantity and appearance during unloading, and also encourage the practice of pointing and calling.

Initiatives at Service Stations

At ENEOS, we work with operators to improve product quality management and customer satisfaction at our service stations.
Product quality management initiatives, including regular inspections of weighing devices, underground tanks and other facilities, are implemented at our service stations. We have also developed a quality management manual to ensure proper day-to-day management to prevent mixing of water and oil products and to improve knowledge and skills in order to ensure quick and appropriate response to product quality issues should they occur.

Initiatives at the Customer Service Center

ENEOS receives valuable feedback from our customers through the ENEOS Customer Service Center. The Center accepts enquiries and complaints about ENEOS by telephone and email, and responses are coordinated with the relevant departments. The Center responds to enquiries with clear, courteous explanations and addresses complaints promptly and in good faith.
The Center shares enquiries and complaints received from customers with the relevant departments via a dedicated IT system to facilitate responses. This dedicated IT system enables the Center to understand the status of responses at any time. If a response is delayed, the system automatically prompts the relevant department to implement a response immediately.
Customer feedback received through the Center is tabulated and analyzed and a report is issued, which is shared with officers and the relevant departments, helping to prevent the recurrence of complaints. In fiscal 2022, we received a total of 24,161 enquiries from customers.
In addition, we have introduced a chatbot service on our website that uses artificial intelligence (AI) to respond to customer inquiries, thereby providing support 24 hours a day, 365 days a year, including outside the business hours of the ENEOS Customer Service Center. To ensure that we provide information that meets customer expectations, we regularly update the responses based on the inquiries received.