Customers

Consistently supplying products to more than 190 countries and regions around the world

Our products are currently sold in more than 190 countries and regions.

We have established sales subsidiaries in 18 major countries, as well as distributors in many other countries and regions, so that people around the world can use our products. We are developing sales and support systems that are closely linked to the regions and cultures of each country.

In Japan, we mainly operate a direct sales system. We recognize the importance of listening directly to our customers and business partners, and we have built a system that allows us to quickly consider their requests.

Most of the development and production of high-performance, high-quality products is done in Japan, and we provide products to customers around the world through a stable production and sales network.

Quality

Quality Policy

As part of the activities to put its Corporate Philosophy into practice, the Group has established the following Quality Policy to improve the quality of all activities from planning, development, design, procurement, production, sales and logistics to after-sales support, and to contribute to the realization of affluent lifestyles through manufacturing from the viewpoint of our customers.

PILOT Group Quality Policy

Quality improvements

We believe that improving quality in all processes from R&D, planning, design, manufacturing, sales, distribution, and after-sales service leads to higher customer satisfaction.

PILOT has a system that includes customer feedback into the R&D and planning stages, helping us to develop and improve products.

In addition, manufacturing processes are maintained and managed to exacting standards. To guarantee manufacturing quality, our main production bases in Japan have acquired ISO 9001 certification, the international standard for quality management.

The Quality Audit Committee, chaired by the executive officer in charge of quality, meets regularly to monitor quality throughout the Group and to ensure that our actions are effective.

QC Office

We have established a QC Office that can provide a quality overview of the entire group, and we carry out the following tasks. Defect information from other plants (including The Pilot Ink Co., Ltd.) is shared, which leads to the prevention of defects.

Main duties of the QC Office

• Auditing the production process of each plant from a different perspective than the plant itself
• Approaching the product planning and development stage from the customer's perspective and utilizing this in new product development
• Providing quality training to employees
• Checking the quality status of overseas plants
• Conducting quality audits of partner plants
• Regularly holding a quality audit committee chaired by the quality executive and consisting of members from planning, development, production, and the Customer Center

Ballpoint Pen Refill Search Site

In April 2023, we launched a ballpoint pen refill search site to make it easier for customers to find ballpoint pen refills. Our aim is to increase customer satisfaction by improving the distinguishability and searchability of refills. Ballpoint pen refills reuse the pen body and only the ink needs to be replaced, making it an environmentally friendly system that reduces waste compared to disposable ballpoint pens.

Customer Center

In Japan, we are setting up Customer Service Groups as one initiative to promote customer satisfaction, allowing us to respond to individual customer's feedback and inquiries. The opinions and views we receive are shared among divisions and are used to improve quality and service as well as to develop new products.

Customer Center

At PILOT, we extensively employ refillable and replenishing system in products to reduce waste and avoid making single-use products. We believe that the best way to protect the environment is to replace leads or cartridges so that a single writing instrument can be used for a long time. For this reason, we also do repairs.

Inquiry for Writing Instrument Repairs (Japanese language only)