Relationships
Our Approach
Through its business activities, the TOTO Group strives to be a company that contributes to the betterment of society and is trusted by people around the world. Guided by this aim, we continue to treasure the relationships we have with people. We place importance on communication with all stakeholders, including customers, employees, shareholders, business partners, and society at large, and endeavor to develop stronger relationships of mutual trust with them. TOTO also places importance on building relationships of trust with stakeholders and in facilitating cooperation with the aim of improving societies for generations to come. Under our material issue of “Relationships,” we will contribute to resolving various issues, including those identified by Goal 17 of the SDGs—Partnerships for the goals.
Build Deep, Long-Lasting Relationships with Customers
We make proposals at showrooms to ensure that customers can purchase our products with peace of mind. We also make various efforts through our call centers to respond to any questions or concerns our customers may have when using our products. In addition, we provide after-sales services that focus on being fast, reliable, and courteous. In these ways, we will continue to develop strong, long-lasting relationships of trust with our customers.
･Initiatives for Showrooms
To enable our customers to experience our products firsthand, we have established 94 directly managed showrooms across Japan and 11 locations overseas. Our Japanese locations include 13 showrooms that are operated in collaboration with DAIKEN CORPORATION and YKK AP Inc., where we exhibit and propose living spaces featuring products from the three companies for our customers to immerse themselves in.
Additionally, we have taken initiatives that align with the needs of the era, such as online showroom experiences where customers can take 360° tours of showrooms on their computers, and online showroom consultations where customers can take part in consultations from their homes.
･Initiatives for After-Sales Services
“TOTO quality” refers to the quality of the products themselves in combination with their assembly and maintenance if a problem were to arise. To help improve the quality of these services, we send a postcard questionnaire to or call customers who have applied for after-sales services in order to gather information on customer satisfaction.
Going forward, we will strive to increase the level of satisfaction in after-sales services, including overseas, to keep gaining TOTO fans around the world.
Advancing the Careers of Diverse Human Resources
･Further Evolution of Diversity
Promotion of Diversity
The TOTO Group respects the individuality of our diverse talent, embracing people of all ages, nationalities, abilities, sexual orientations, gender identities, and gender expressions, etc. We aim to create an enriching and comfortable lifestyle culture by leveraging the fresh perspectives that emerge from this diversity. When people with diverse viewpoints gather, creative ideas are born and customer needs can be understood more accurately. We place importance on promoting horizontal connections, such as training focused on leadership models that leverage individual strengths for the advancement of women, as well as sharing concerns following their promotion to management. We are also promoting the creation of a workplace that enables mutual respect for diverse human resources and allows them to fully demonstrate their abilities.
Development of Senior Managers at Overseas Group Companies
We place importance on global collaboration across countries and regions and on the strengths of local employees to achieve sustainable growth of overseas businesses. We aim to create TOTO fans around the world through the growth and expansion of our overseas operations by implementing joint training with overseas Group companies and by developing and promoting leadership candidates with strong management literacy grounded in our Corporate Philosophy.
Development training for overseas management candidates
Realizing Diverse Workstyles
We promote diverse workstyles that encourage flexible use of time and place and the creation of a workplace that allows employees to take on challenges. We have adopted a location-based employment system that enables employees to temporarily choose a preferred location to work due to reasons including marriage, childbirth, childcare, and caregiving. We also support enhanced workstyle options, such as telework tailored to the nature of an employee’s work, to balance work and childcare, caregiving, and personal health treatment, enabling all employees to continue their careers while maintaining a balance between work and life events.
･Implementing DX Leading to Results
By reinforcing the training of DX talent, and accelerating the cycle of learning, taking on challenges, and producing results, we aim to maximize work efficiency. We have set targets that are based on the number of division DX implementation ideas.
Offer Cultural Support and Contribute to Society for the Next Generations
･Supporting the Development of Architectural Culture—40 Years Since the Opening of TOTO GALLERY·MA
In October 2025, we celebrated the 40th anniversary of TOTO GALLERY·MA. Through the activities of TOTO GALLERY·MA and TOTO Publishing, we have been supporting the development of architectural culture, with which our businesses have a deep connection. By holding exhibitions and lectures featuring architects who are active on a global scale, we are introducing the latest developments in the architecture industry to students and others who will oversee the future. Furthermore, we publish books that offer more detailed information on the ideas and works of architects. Our architecture-oriented activities have been highly praised by members of the architectural community around the world.
Kazuo Shinohara: Inscribe Eternity in Space —A centennial exhibition with 100 questions (TOTO GALLERY·MA)
･Promotion of Social Contributions in Local Communities
The TOTO Group uses its management resources effectively in conducting social contribution and community coexistence activities aimed at the resolution of national, local, and global social issues, while respecting the living conditions, cultures, and history of each region. As a corporate citizen, we proactively participate in regions and society while contributing to their development. We support activities that contribute to society, such as through employee volunteering and donations, across a broad range of fields, including tree-planting, community cleanup activities, activities to provide aid to disaster-affected regions, and support for sports.
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