SPECIAL INTERVIEWSpecial Interview

Kazuhiko FujiwaraPresident and Representative Director
Yurina TakiguchiEconomics newscaster

From customer satisfaction to customer delight.
Long-nurtured expertise and a pioneering spirit
pave the way to creation of environmental

and social values.

With Ms. Yurina Takiguchi, a renowned economics newscaster and researcher
who is active in the fields of finance, economics and ICT under the slogan of
“Accelerate Social Innovations with the Power of Information”, joining as the interviewer,
President Fujiwara speaks about the Company's priority fields of business
and the company's ongoing initiatives toward creating more new solutions.

Kazuhiko Fujiwara
Kazuhiko Fujiwara
President and Representative Director,
Sumitomo Bakelite Co., Ltd.
Joined the Company in 1980. Became Team Leader of the Biotechnology-related Product Development Project in 2003, Department Manager of S-Bio Development Department in 2007, General Manager of S-Bio Business Division and Executive Officer in 2009, Managing Executive Officer in 2013, Director in 2014, Director and Senior Managing Executive Officer in 2016, and President and Representative Director in 2018.
Yurina Takiguchi
Yurina Takiguchi
Economics newscaster
Yurina Takiguchi Economics newscaster A newscaster serving as an anchor for a number of economics news shows, advisory board member for Faculty of Engineering, the University of Tokyo, and Outside Director of SBI Shinsei Bank. Ms. Takiguchi has graduated from the university of Tokyo. While still attending the University, she joined cent. Force Co., Ltd., a Japanese talent agency and started her career as an economics newscaster. She has served as an anchor for high-profile shows such as TV Tokyo's “News Morning Satellite” and “Nikkei CNBC”, where she interviewed and reported on corporate executives and top experts in various economic fields, particularly those related to innovations, start-ups and emerging technologies. Currently she is studying for a master's degree in a graduate program at the University of Tokyo. To “Accelerate Social Innovations with the Power of Information”, she founded Globe Eight Co., Ltd, a production studio that provides communication contents that connect business and academic institutions to the general public. She is the author of the book "Ten Predictions of the Future by the University of Tokyo Professors”. She is a Japanese representative in the Japan-US-EU Trilateral Commission. She was the first Japanese news anchor/newscaster who was selected for the World Economic Forum's Young Global Leaders (YGL) 2024.

Focus on growth areas and build a robust base for value creation

Takiguchi

As part of its new Medium-term Business Plan, the Company has defined three strategic business fields. Can you explain in more detail what each of these fields is like?

Fujiwara

We have defined ICT, mobility and healthcare as the company's three priority business fields as these are the fields that can effectively tap into our strength from the existing businesses and where society will have greater needs for more innovations in coming years.
In the ICT field, the market continues to expand along with technological evolutions, and there are many opportunities for our technology to play a meaningful role in this field. Our focus will be to create materials to be used in power semiconductors that are in high demand for energy efficiency improvement use cases and other cutting-edge semiconductors for AI and similar uses. In the mobility field, where battery components in electric vehicles must be highly heat resistant and need to provide excellent electrical insulation properties, our Group has technological advantages with its portfolio of phenolic molding compounds and polycarbonate materials. We are optimistic that the automotive market still has good potential of further growth in the future. In the healthcare field, we are keenly interested in minimally invasive therapies. For older patients, surgeries that involve significant pain and trauma have become more difficult. For example, abdominal surgery and laparoscopic, or keyhole, surgery are significantly different in terms of the degree of physical impact. We are confident that our uniquely valuable stents and catheters can significantly contribute to providing the least traumatic therapies to patients. We also have an ongoing research project to study BMI (Brain Machine Interface) devices.

Kazuhiko Fujiwara

Takiguchi

Successful outcomes of your projects in the healthcare field will definitely lead to quality-of-life improvements. I think there will be a great amount of needs for your upcoming technologies in Japan and other developed countries where the population is rapidly aging. What kind of vision for the future do you have in pursuing the BMI project?

Fujiwara

BMI is a technology that enables directly linking a person's brain to an external machine to allow conveyance of information based on their thoughts. Our ultimate goal in our BWI work is to establish an ability to know what a person who is bed-ridden or has speech difficulty is thinking by having the person wear our device and reading their brain waves. A distant dream, for sure, but this is where we are aiming.

Takiguchi

People say that we are now in an era of VUCA-volatility, uncertainty, complexity and ambiguity. When you have a business portfolio consisting of these three different fields, it will be less likely that all of the three are seriously damaged at the same time by some volatility/uncertainty factor, right?

Yurina Takiguchi

Fujiwara

Yes, exactly. It's been 40 years since I joined this company, but I have never experienced a situation where all of the three fields went down at the same time.

Kazuhiko FujiwaraYoriba Takiguchi
Exploration Map (FY2024 edition)

Mechanism to explore what your customers really need and create useful new products

Takiguchi

New products that are coming out of your three priority business fields are ones that really extend the potential of plastic technology beyond the conventional one. Are there more ongoing projects in development?

Fujiwara

Yes, a number of new projects have already started. Typically, a project goes through about three years of trials and errors and then, if there is a good possibility of launching a successful business, the project will be promoted to a development department or other organizational unit. One such success story is our development of heat dissipating materials to be used in power modules that I have talked about earlier. A sales contract with a customer is already confirmed, and we will work on expanding the sales scope of these materials in the next Medium-term Business Plan period. Another product category I am particularly excited about is optical circuit materials, for which a dedicated business department is formed in FY2024. With the arrival of new use cases such as generative AI and autonomous vehicles, needs for data transfer circuits with higher speed, larger capacity and smaller power-consumption is increasing. In response to these needs, we think that the mainstream data transfer circuit technology for the near future will be a hybrid of electric and optical circuits. We are jointly developing materials suitable for such circuit technology with partner companies. Another focus area is recycling technologies, which we are working on from the SDGs acceleration perspective. Thermosetting plastics, one of our strongest product categories, provide excellent strength once set, but they have a disadvantage of being difficult to recycle. To help realize a truly circular society, we are keen to further refine our material recycling technologies and to develop new chemical recycling technologies.

Kazuhiko Fujiwara/Yurina Takiguchi

Takiguchi

Is there any specific long-term initiative you are working on to help accelerate all those projects and to achieve sustainable growth of new products and solutions?

Fujiwara

One thing I repeatedly tell our employees is that sustainable growth of the company can only be achieved by exploring new products, new use cases and new customers. To develop and maintain the ability to do so, we always encourage our employees to be courageous and try something new. For a research team, “trying something new” would typically mean developing new products. The key to successful new product development is to find a theme that has good growth potential as well as meaningful environmental and social values. To accelerate such initiatives, we are going to further extend our pool of available research and development resources. Being a technology-based company, it is always important for us to think and act from long-term perspectives.
Viable market needs often emerge from teams that tackle research subjects with a future-oriented approach. That is why we actively partner with universities and businesses that conduct technically cutting-edge research. There is a certain limit in what the Company can achieve on its own. Partnering with external teams who are active in state-of-the-art fields and developing something together with them helps broaden our perspective and lead to new insights that would not have been possible by ourselves.

Kazuhiko Fujiwara/Yurina Takiguchi
Promotion from research projects to business development units/Ongoing research projects

A corporate culture that welcomes courageous risk-taking: Learning from failures to achieve success

Takiguchi

I heard that some of your projects are closely linked with your “One Sumibe” Activities. Can you explain a little about that?

Fujiwara

Our “One Sumibe” Activities include all kinds of activities that connect different teams and departments in the Company to work together to offer integrative solutions to our customers. Every year, we identify a number of priority customers as One Sumibe targets and drive corporate-wide involvement to serve them. Previously, the way we interact with a customer used to be vertical where each department or team talks with the customer on its own. The One Sumibe Activities help us by horizontally connecting all these previously isolated commitments into one. As a company grows in scale, it will be faced with more multi-dimensional, complex sets of needs or requirements from customers that cannot be addressed by a single team or department. We can fulfill such customer needs by having the whole Group organization work as one to offer comprehensive solutions. For example, the One Sumibe Activities have led to a private exhibition at a customer site or a joint study on new themes with multiple teams and departments involved. They have proved to maximize the unique strengths that our Group can offer.

Takiguchi

That will accelerate horizontal collaboration between different departments across your organization while also empowering individual members to perform at their best in their own ways. I think that is a truly valuable initiative.

Fujiwara

I heard that a group of our people is even planning an event called “Sumibe Wine Tasting Meeting” to enhance interactions among employees. A wine tasting meeting probably does not directly relate to our business, but I love this corporate climate that accepts somebody with the concept and idea of having a wine tasting meeting. Such a bottom-up spirit is crucial if we want to maintain vigor and energy in the organization. I am happy that young people readily come up with new ideas that liven up the company.

Kazuhiko Fujiwara

Takiguchi

As the president, what do you think is important to encourage a bottom-up spirit in the organization?

Fujiwara

Ultimately, the most important decisions of the organization must be made in a top-down manner. But, recallingas a line from a popular TV drama, “the incidents are happening in the field”. If I lock myself in the president's office, I will not be able to see anything about how the company is doing and will not be able to offer any useful recommendations. I want to empower all of our employees working in the field to have a robust ability to plan and propose what they want to try. If somebody in the field comes up to me and says “I want to bring this project to life. Can you help me do that by providing this and this?”, I will be totally happy to offer anything I can to help that person actually achieve that. I want us to shift aeay from a style where ideas are always pushed down on teams from the top.
It is also important for people to be brave and not to be afraid of failures. Great success cannot come from a single attempt, and a few failures will not make the whole organization go under. I want people to propose and take action on their own initiative, and if they fail, they should fail gracefully with dignity. But they need to take everything they learned to feed the next attempt. I believe that a company can become more creative and innovative by building a corporate climate embracing this kind of courageous risk-taking.

Takiguchi

People often say that the Japanese culture is especially averse to potential of failures and risks, but I think people can be brave and more adventurous if they are told that “it is OK to fail”. While many companies are now struggling with serious worker shortage, I think your company's “One Sumibe” Activities and the effort to nurture a lively, pioneering corporate culture will definitely help your employees to want to stay longer and work happily.

Yurina Takiguchi

Fujiwara

We are in an era where everybody, even absolute newbies, is keen to know what their own value in the market is. Ideally, I want every employee to stay with the Company as long as possible, preferably until retirement, but that kind of thinking may be outdated now. In any case, the company is where they spend most of their time. I want everybody to work as happily as possible and have a great time as long as they are a member of the Company.

Kazuhiko FujiwaraTakiguchi

Utilize the long-nurtured expertise of plastics to drive from customer satisfaction to “customer delight”

Takiguchi

As a researcher focusing "acceleration of social innovations” as one of the key themes, I personally have a keen interest in your company's activities. Can you give me some examples where an innovation created by the Company actually changed an aspect of our society?

Fujiwara

One recent example of how our innovation is making a change is skin packaging materials. These innovative materials can extend the shelf life of meat products by about two weeks. And especially with beef, these materials actually help increase the savor and flavor in meat and make it taste better. Although currently used at select shops only, the market is steadily growing and we expect there to be greater needs for our packaging materials as a means to tackle logistics issues and to help busy working couples manage their food stock for the family.

Kazuhiko Fujiwara

Takiguchi

As our society goes through massive changes, in what ways do you think the Company and its unique strengths can make the greatest contribution to society? And if there is something you want to prioritize, please share that, too.

Fujiwara

The very source of the Company's strong competitiveness comes from its long-nurtured expertise in various aspects of plastic technologies, from material design to process/composite and evaluation and analysis. In the coming years, environmental friendliness will be increasingly important. To respond to that trend, we must develop and provide more innovative new materials. For example, one of our medical packaging materials currently consists of six layers in one film, each comprising a different type of plastic. However, from the environmental perspective, a product consisting of a single type of plastic is definitely easier to recycle than one comprising multiple different layers of plastic. Our team is now intensively studying whether a product with the same functionality can be created by using a single type of plastic instead of six different ones. This is only an example of numerous unmet needs existing in our various business fields. We must closely and constantly interact with our customers to quickly discover as many of such needs as possible and take action immediately.
One good thing is that the Sumitomo Bakelite Group has an extensive array of ongoing businesses, and our long-nurtured technical expertise and the strong partnership with our customers derived from all those businesses will be valuable assets for the Group as we move forward into the future. Each of our employees listens to the customers in an honest and straightforward manner to find out what they wish for, to develop and deliver products and services that best suit their wishes. As a result of our continuous commitment to the CS initiative over 25 years, I believe that we can safely say that our activities have reached a point of providing good satisfaction to our customers. This year, we have redefined our target as “customer delight”. From here on, customer satisfaction will be only the minimum requirement to achieve. To make sure that the customers will select our products from the myriads of options available to them, we must “delight” the customers instead of merely satisfying them.

Takiguchi

It was great to speak with you today. As your company continues to serve the most advanced technological sectors such as semiconductors, electric vehicles and medical equipment, now I see that your strongest focus will always be to benefit society through your business. What kind of role would you want the Company to play in the future in solving customers' issues?

Yurina Takiguchi

Fujiwara

Currently, plastic is seen as an unwelcome element in the environment, but it is an indispensable technological tool that enables us to address many social issues. As you may remember, I have repeatedly referred to “creation of environmental and social value” as our material issues. To achieve that goal, we will continue to develop and deliver products that bring greater value to people.
I believe we have a mission to proactively explore customer needs, including potential and unmet ones, and to delight our customers by exactly fulling these needs instead of merely satisfying them. And as an employer, we must do all we can to improve the working environment and the management system for our employees so that everybody can work as happily as possible and can grow their human ability. Thank you very much, it was great to speak with you today.

Kazuhiko FujiwaraYurina Takiguchi

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