Developing and Encouraging Diverse Human Resources

Human Resource Development

On its path toward the “Total-Living” strategy, the YAMADA HOLDINGS Group is striving to secure human resources capable of responding to a wide range of customer needs based on a broader spectrum of products and services as well as future expansion into other business areas.
In terms of human resource development and rebuilding the training system to suit the current times when it is difficult to predict the future, the Group has set the theme of “development and training for self-starting human resources and a self-starting organization.” The Group endeavors to develop human resources who can nurture people and organizations to achieve results as a team, and who can learn and make decisions in a rational way based on experience and information to create more efficient and streamlined operations. The Group seeks to do this by providing training that emphasizes human skills and conceptual skills, in addition to traditional forms of training focused on technical skills (ability to do one’s work). More specifically, as well as the planned implementation of tiered training, education and training programs will be improved by enhancing specific measures based on employee satisfaction surveys to ensure the Group continuously keeps the very best employees.

Recruiting New Graduates

In April 2022, the YAMADA HOLDINGS Group recruited 876 new graduate students, helping to re-energize the organization. With an increasing range of products and services, such as consumer electronics, furniture and renovations, the Group is working to develop new, young talent along with recruiting human resources who have the ability to meet the wide range of customer needs. Human resources with specialized knowledge, including talent for new businesses and systems aimed at strengthening headquarters operations will continue to be hired in the future.

Employee Appointment System

YAMADA HOLDINGS and YAMADA DENKI have established a system for the appointment of non-fulltime and contracted employees as full-time employees in conjunction with the internal qualification system.

Tiered Training

YAMADA HOLDINGS and YAMADA DENKI are giving tiered training under the banner of “cultivating human resources who can think and act on their own―upgrading our basic OS of awareness and mind”.

Tiered Training
Tier Part-Time General Employee Skilled Employee Section Manager Manager
Skills Required • A fresh perspective
• Ability to make proposals
• Communication skills
• Career design
• Making good habits
• Self-reliance, self-starter,self-responsibility
• Business etiquette
• Business etiquette
• Communication skills
• Listening skills
• Ability to ask questions
• Time management
• Mental toughness
• Open mind
• Independence
• Professionalism
• Work efficiency
• Problem-solving skills
• Mentoring skills
• Leadership
• Team building
• Motivation management
• Teaching
• Coaching
• Followership
• Self management
• Ability to make contributions
• Ability to make proposals
• Ability to instruct subordinates
• Problem-solving skills
• Leadership
• Team building
• Motivation management
• Teaching
• Coaching
• Followership
• Business management
• Training management
• Ability to shape future
• Analysis methods
• Giving direction
• Decision-making skills
• Management literacy
• Financial management skills
Training
Conceptual Skills
Human Skills
Technical Skills
• Training for mid-career hires
• Online product study sessions
• Product e-learning
• Training for new employees
• Training for young employees
• Online product study sessions
• Product e-learning
• Mid-level employee training
• Low-level manager training
• Study sessions for new graduate educators
• Harassment education
• Online product study sessions
• Product e-learning
• Low-level manager training
• Mid-level manager training
• Yamada Leadership Academy
• Harassment education
• Executive and senior manager training
• Training for nextgeneration executives
• Yamada Leadership Academy
• Harassment education
Special
Training for new store managers and employees
 
Sales engineer training
     
SDGs education
 
Compliance training
Self-Development
Learning content for self-development
In-House Tests
In-house qualification tests (conducted twice a year)
External Qualifications
External qualification follow-up training (recommended qualification), Home Appliance Advisor, Smart Master, Sleep Advisor, etc.
Internal Qualifications
Meister education, various meisters (TV, air conditioner, cleaner, beauty, smart speaker, digital camera, etc.)

Training for New Employees

New recruits learn the skills needed to be YAMADA HOLDINGS Group employees through the use of such resources as online study sessions and e-learning programs, as well as acquiring basic knowledge by using the products themselves, and become fully fledged employees after the end of a training period in the workplace. In line with the curriculum, new employees check on a weekly basis with senior employees running the training programs how much they have learned, with follow-up training carried out half a year and one year after they join the Company. We have also established a dedicated consultation desk and are working to create a system that makes it easy for new employees to continue working in an unfamiliar environment.

Developing Next-Generation Leaders

The YAMADA HOLDINGS Group is working to develop next generation leaders in all levels of the Company for its sustainable growth. Employees participate in cross-industry exchange training to learn the principles of management and improve their leadership capabilities. Content learned is shared with the employee’s manager who checks the progress of their efforts.
We are also helping to improve the skills of each and every employee by appointing senior employees to be in charge of training new recruits. These more experienced employees learn training techniques and ways to improve motivation without having to fall back on intuition or experience, and play a vital role in promoting the growth of junior employees.
To give top sales staff the capabilities to make proposals that further enhance customer satisfaction, they are provided with learning opportunities, including training in ICT and IoT as well as on the latest products.

Yamada Leadership Academy

The YAMADA HOLDINGS Group conducts tiered-based middle and top management training at the Soseijuku employee training center for employees at the section manager level or above, for sales managers and store managers, and for employees at operating companies at the general manager level or above. Under the theme of developing self-starting human resources and a self-starting organization, external instructors are invited to provide mind training and strengthen team building and management skills. There is also a focus on cross-border training through group discussions with other departments and other operating companies. The purpose of this training is also to educate top management who will lead the next generation of the Group, including the acquisition of managerial perspectives, as such, the YAMADA HOLDINGS Group will continue to enhance and expand its training programs. The training is a two-year development program with over 300 people having participated up to fiscal 2023.

Middle and Top Management Training Middle and Top Management Training

Developing Sales Engineers

YAMADA DENKI is strengthening the training of its sales engineers who handle everything from product sales to delivery and installation work. There are currently 452 sales engineers (as of the end of March 2023) working in stores across the country. The aim is to make customers’ lives more comfortable by developing sales engineers into technicians and advisors who can recommend everything from home appliances and furniture to interiors and home renovations at times when there are an increased number of deliveries and installations such as during the summer, New Year holidays and fiscal year-end.
As part of the sales engineers’ development, practical training is being given on installation work for air conditioners, etc. As well as further recruitment from industrial high schools, we are also focusing on training female sales engineers.
Based on an annual training plan, we are working to raise the level of the entire profession of sales engineers by encouraging them to gain qualifications through such things as regular training sessions by professional engineers who hold a Second Class Electric Works Specialist’s license.

Gaining External Qualifications

When customers purchase home appliances, employees need to have the relevant expertise in order to provide appropriate advice on such things as how the product works, what it can do, when to use it, where to install it, and other preferences. YAMADA DENKI has been focusing on encouraging employees to get externally qualified as Home Appliance Advisors*1 or as Smart Masters*2. This has resulted in more and more qualified employees. The Company has also been actively encouraging employees to gain external qualifications, such as certified sellers, architects, or as interior stylists, as these skills are a necessary part of being able to provide proposals on furniture and renovations. The acquisition of external qualifications is not only for the purpose of maintaining and improving employee job satisfaction, but also leads to improved customer satisfaction, which is why we are strengthening our efforts throughout the Group.

*1 A qualification for professionals in sales and customer service of home appliances, giving accurate advice for customers on product selection, use, and troubleshooting.
*2 A qualification related to smart houses, giving a wide understanding of homes, home appliances, housing equipment, and energy management, to support the construction of smart houses that meet customers’ needs.

Middle and Top Management Training

Number of Qualified Employees* (as of March 31 each fiscal year)

Qualification FY2021 FY2022 FY2023
Home Appliance Advisor 8,408 8,956 9,346
Smart Master 1,146 1,274 1,256
Photo Master 1,663 1,679 1,613
Certified Sellers (1st to 3rd Grade) 1,251 1,268 1,011
First Class Architect 184 227 165
Second Class Architect 659 727 590
First Class Building Operation and Management Engineer 148 178 141
Second Class Building Operation and Management Engineer 125 154 150
Real Estate Notary 534 580 556
Sleep Advisor 491 595 625
Interior Stylist 180 190 215
Second Class Electric Works Specialist - 627 657
Second Grade Certified Skilled Professional of Financial Planning - 203 129
Total 14,789 16,658 16,454

* Total number within the YAMADA HOLDINGS Group

Human Resource Development and Training in Response to Customer

Improving Customer Service

In order to improve customer service skills, YAMADA DENKI provides practical training with a focus on on-the-job training (OJT), as well as systematic training via online training and e-learning programs. Moreover, to further improve the quality and accuracy of services, customer surveys are conducted in stores, on deliveries, and during after-sales services, as well as via various social media channels, with the results used for employee training purposes. Furthermore, as part of strengthening renovation proposals in order to augment “Total-Living” services for the living environment, initiatives are being carried out to enhance job-specific training, including training manuals and interior study sessions for employees.

Enhanced Leaning Support Tools

To give consistent sales services from home appliances to home interiors and renovations, YAMADA DENKI has been rolling out its own learning site, called My Learning, to employees on product knowledge and sales techniques. Videos with an emphasis on demonstration and role-playing are also shared using QR codes so that employees can learn independently in their own time. The company is also working to create a more fulfilling educational environment by enhancing content that focuses on social and environmental issues such as human rights and anti-corruption.

A screenshot of the My Learning site

A screenshot of the My Learning site

Improving Our Ability to Make Proposals

In addition to gaining product knowledge, various measures are being taken to accurately understand the needs of customers in order to recommend the best products to them.

Strengthening Proposals for Renovations

YAMADA DENKI is working to strengthen its proposals for renovations to improve the comfort and convenience of customers’ lives. “Total-Living” proposals are made not only for home appliances but also for kitchens and bathrooms, interiors and exteriors, as well as for furniture. By training up various advisors, employees at YAMADA DENKI can give more detailed advice with regard to customers’ homes. Moreover, employees qualified as architects give pertinent proposals to meet the needs of customers looking to extend or make improvements to their homes.

Strengthening Proposals for Renovations

Improving Delivery and Installation

At YAMADA DENKI, we aim to improve our service to our customers not only when selling products, but also after the products have been sold, during delivery and installation.

Training to Certify CS Managers

In order to standardize efforts to improve customer satisfaction (CS) in product delivery and installation, every year YAMADA DENKI requests its partner companies to train as certified CS Managers. In order to prevent the spread of Covid-19 in fiscal 2023, existing CS Managers had their certifications automatically renewed while training was given only to new trainees. Training is given to certify a person in charge at the respective companies with guidance on the standards that YAMADA DENKI expects with respect to customer satisfaction, manners, how the technicians operate, product delivery and installation. Training sessions consist of educational training, group discussions and a written test. Under this system, YAMADA DENKI certifies CS Managers at partner companies with the aim of maintaining their levels of customer service to the same level as YAMADA DENKI employees.

Training based on Customer Survey Results

Customer surveys are conducted to assess the level of customer satisfaction. Results from the surveys are analyzed, and based on the results of the analysis, policies are drawn up to improve customer satisfaction. These policies are made known to companies involved in the survey at customer satisfaction meetings held four times a year so that the partner companies can then inform their respective shop floors. In fiscal 2023, customer satisfaction meetings were once again held online to help prevent the spread of Covid-19, with 21 companies taking part.

Human Resources and Performance Appraisals

Building a Performance Appraisal System

YAMADA DENKI emphasizes a merit system not based on seniority, and as such is building a fair, impartial, and transparent performance appraisal system. The Group aims to build and operate such a performance appraisal system while reviewing appraisal criteria as necessary, and improving customer satisfaction through ensuring its employees gain a wider product knowledge to constantly and continually improve the quality of its customer service. In the employee evaluations held twice a year, individual targets are set in accordance with assessment indicators from each department and evaluated on a multi-level basis. Feedback is then given to each employee, and goals for the next year are set.

Annual Employee Commendation Program

Each year, YAMADA DENKI commends stores and corporate sales offices which have made large sales in relation to their size, and individuals with the highest annual sales, etc.

Diversity, Equity & Inclusion

The greatest management resource for the YAMADA HOLDINGS Group is its human resources. Positioning diversity, equity and inclusion as part of the Group’s growth strategy will help to create a workplace environment where diverse human resources can play an active role. Human resources nurtured in such a work environment will work hard together, and by continuing to create valuable products and services will grow sustainably together with the Group’s stakeholders.

YAMADA HOLDINGS’ Initiatives

Type Description
Work-life balance support ・Establishment of a flexible work system tailored to the stages in employeeʼs lives and promotion of diverse work styles
Active participation of women ・Creating an environment that responds to changes in the stages of womenʼs lives and helps them to play active roles in conjunction with work-life balance support
・ Promoting the elimination of gender roles based on a code of conduct for gender equality
・ Actively strengthen recruitment, develop nextgeneration executives, promote more women to managerial roles, and support for gaining more skills
Active participation of people with disabilities ・Realization of an inclusive society through active employment
Active participation of senior human resources ・Extension of retirement age to 63 years old (system revised in April 2022), continuation of career-based work
Active participation of global human resources ・Continuing with the active employment of foreign nationals
Understanding of LGBTQ+ issues ・Promoting understanding of LGBTQ+ issues and eliminating unconscious bias through training
・Creating a workplace that ensures mental wellbeing where diverse personalities work together with respect for each other

Supporting the Success of Women in the Workplace

The YAMADA HOLDINGS Group recognizes that creating an environment in which all female employees can pursue their private lives while simultaneously advancing their careers based on their own intentions and desires is the foundation for further corporate growth. As such, the Group has established and is promoting an action plan for promoting women in the workplace in line with the Act of Promotion of Women’s Participation and Advancement in the Workplace which came into force in April 2016. The Group has set a target of at least 10% of female employees to be promoted to managerial positions. As of the end of March 2023, 3.6% of all female employees in the YAMADA HOLDINGS Group, and 11.3% in YAMADA HOLDINGS, have been promoted into managerial roles. The Group will continue to promote initiatives such as improving the workplace environment so that more women can play active roles in the Company.

Supporting the Success of Women in the Workplace

Appointing Foreign Employees

The YAMADA HOLDINGS Group has been working on recruiting foreign nationals so as to strengthen its ability to assist the many different customers who visit its stores. The Company places importance on recruiting whatever the nationality without setting any particular criteria for recruitment. YAMADA HOLDINGS will continue to secure the most talented employees while diversifying its human resources within the Company.

Since 2023, the YAMADA HOLDINGS Group has expressed its support for the basic policy on acceptance of foreigners stipulated by Seidanren.

Employing People with Disabilities

The Company is therefore striving to create an environment where all employees with disabilities can work with peace of mind.

Reemployment System for Retirees

The retirement age for employees at YAMADA HOLDINGS is 63 years-old but the Company has introduced a reemployment system that allows employees to work up to the age of 75. Senior talent with sophisticated skills and knowledge are playing an active role by helping to lead other employees.

Employee Data (full-time employees only)
(as of March 31 each fiscal year)
Type FY2021 FY2022 FY2023
Number of new employees Male 388 358 573
Female 197 241 303
Total 585 599 876
Average number of years service 12.7 12.6 9.9*1
Turnover rate (%) 5.3 6.1 6.4
Percentage of employees with disabilities (including non-fulltime employees) (%)*2 - - 2.3
Retirees reemployed (%) 85.3 89.0 82.3
Number of foreign employees Male 176 85 108
Female 125 93 105
Total 301 178 213

*1 Average number of years service has become shorter owing to the promotion of contracted full-time employees to full-time employees.
*2 Number of employees disclosed up until fiscal 2022, but changed to percentage from fiscal 2023.

Promoting a Good Work-Life Balance

In order to create a comfortable workplace environment, the YAMADA HOLDINGS Group believes it is important to provide a work environment that respects a good work-life balance. As such, the Group has established a comprehensive work-life balance system so that employees can choose a flexible working style especially during times of need with childcare and nursing care, etc.

YAMADA HOLDINGS’ Main Support Systems (as of April 2023)

Type System Description
Childcare Maternity leave 8 weeks before delivery (14 weeks for multiple births), 8 weeks after delivery
Childcare leave at birth (postpartum childcare leave for fathers) Available for up to 4 weeks within 8 weeks after the child is born
Childcare leave May be taken up until child reaches the age of 3 (until the age of 1 by law)
Shorter working hours for childcare May be taken up until child graduates from elementary school (up to 3 years old by law)
Time off for childcare 5 days leave may be taken for a child yet to enter elementary school (10 days for 2 children or more) in cases where time off is needed to look after a sick child, or for vaccinations or medical check-ups, up until the time child starts elementary school
Nursing care Nursing care leave Up to 184 days leave may be taken to care for a family member
Time off for nursing care 5 days leave may be taken per year to care for a family member (10 days for 2 or more family members)
Shorter working hours for nursing care Up to 3 years leave may be taken to care for a family member
Others Long break shift system It is possible to leave work for a longer period of time than the set break time for personal reasons. The shift system may be used when the total number of hours worked before and after the long break is the same of more than the number of predetermined hours in the working day.
Menstrual leave When a female employee finds it too difficult to work on a menstruation day, they may request leave and receive normal pay
Accumulation of expired annual paid leave Up to 60 days of annual paid leave which has expired after a period of time may be accumulated. Upon prior request from the employee, this leave can be used when the employee is absent from work due to illness or injury or undergoing fertility treatment, or when caring for a family member as stipulated in the nursing care leave regulations, after all annual paid leave has been used up.
Hometown employees Employees who work in regular positions may be transferred to locations around the country. After working for a certain period of time at the new location transferred employees may return back to the original location
Consecutive leave Five, six, or seven consecutive days off may be taken in any one year
Special leave for female workers to receive health guidance or medical checkups in accordance with the Maternal and Child Health Act Up to the 23rd week of pregnancy, one day of leave may be taken every 4 weeks; from the 24th to 35th week of pregnancy, one day of leave every 2 weeks; and from the 36th week until childbirth, one day every week may be taken
Reemployment System A system that allows employees who have to retire due to reasons such as childcare or nursing care to return to work (within 5 years)

Reducing Long Work Hours

In addition to complying with labor-related laws, YAMADA DENKI is working to curb long working hours. A work interval system which ensures at least 11 hours of rest between the end and the start of the following work day is in operation to help improve work efficiency and reduce the amount of overtime work. Through this system, the Company aims to reform work-styles while reducing overtime hours.

Reducing Long Work Hours

Promoting More Use of Annual Paid Leave

The YAMADA HOLDINGS Group is working to improve the rate of paid leave taken, which can also be taken in half-day increments.
The Group has also set new targets and is working to promote and strengthen them throughout the Group to provide a comfortable working environment for all employees.

Promoting More Use of Annual Paid Leave

Childcare and Nursing Care System

Regardless of gender, the YAMADA HOLDINGS Group encourages employees to take childcare and nursing care leave so that they can work flexibly. The system was reviewed in 2022 resulting in the length of continuous employment required to take childcare leave being reduced from one year to three months. Due to changes in the ability to take childcare leave in two separate durations, and the establishment of a system for paternity leave, the percentage of women taking childcare leave in fiscal 2023 was 119.2%, and the percentage of men taking childcare leave was 14.3%.

Childcare and Nursing Care System

System Usage Data (full-time employees only)(as of March 31 each fiscal year)

Type FY2021 FY2022 FY2023
Paid leave taken(%) 45.8 46.2 51.0
Number of employees taking childcare leave Male 37 32 41
Female 265 187 217
Total 302 219 258
Number of employees taking shorter hours for childcare Male 13 7 9
Female 730 581 628
Total 743 588 637
Number of employees taking nursing care leave Male 3 2 3
Female 5 5 0
Total 8 7 3

* Data for YAMADA HOLDINGS and its major operating companies.
* Previous years’ values have been retroactively revised to improve accuracy.

Employee Satisfaction Surveys

Starting in fiscal 2022, YAMADA HOLDINGS conducted employee surveys using a new method with the aim to improve employee motivation and productivity by setting issues and implementing measures based on the survey results. In fiscal 2023, the second year using the new method, the overall satisfaction level was judged as “B.” A not altogether pleasing result. The main issues raised included career aspirations for management positions, and physical and mental health. We will work to address these issues and make improvements in the next fiscal year.

Employee Satisfaction Surveys

Healthy Labor-Management Relations

Overall, all employees who have signed up to YAMADA HOLDINGS and YAMADA DENKI’s labor agreement are members of the labor union. The labor union has a membership rate 75.9%. Labor-management meetings are held once a month to promote dialogue between labor and management. Information is shared between management and the union, solutions to issues on working conditions are discussed, and activities are reported on.

Introduction of Area Employee System

YAMADA DENKI is running an area employee system that employees do not have to relocate. The system enables employees to choose a working style in line with their own life plan or family environment whether for childbirth or looking after children or elderly parents. In the fiscal year ended March 2023, 9.6% of employees used the system.

Corporate Defined Contribution Pension, CoDeCo

YAMADA DENKI runs a corporate defined contribution pension system called the Yamada CoDeCo for the purpose of securing employees' retirement income and supporting voluntary efforts to stabilize their everyday lives. It is a pension system to save for the future that takes advantage of tax and investment benefits. Taxes and social insurance premiums are deducted from salaries but not from CoDeCo premiums, thereby having a tax-saving benefit. In terms of investment, fixed deposits are currently at around 0.002% interest per year, but CoDeCo users have an average return on investment of 0.7% which is further tax-free.