Manufacturing, Distribution, Sales and Service

We are facing a rapidly changing business environment, such as the diversification of business tools and markets, and changes in customers' behavior. "Flexibility" and "cooperation with business partners" are indispensable for Brother to handle these situations.
We cope with such changes by listening to customers, taking advantage of the technologies, expertise and know-how we have developed, and working in proper cooperation with partners in new fields such as new businesses.
Brother aims to be able to transform itself in this way.

Promotion of Logistics^*1 Operations that Improve Working Environments and Optimize Logistics

The Brother Group is promoting activities to ensure that the human rights of people involved in its business are respected and to provide a safe and secure workplace for workers as part of “pursuing a responsible value chain,” one of the five materialities identified for realizing the Group Vision “At your side 2030.”
Brother International Corporation (Japan) (BIC(J)), which oversees the Brother Group’s global logistics, works with group companies and partners on a variety of initiatives, including improving logistics efficiency and responding to work style reforms, based on the Brother Group’s Management Policy with an emphasis on sustainability.

When loading containers during transportation, directly loading cartons without utilizing pallets improves loading efficiency, but unloading and transporting the cargos to the warehouse requires significant time and effort, placing a heavy workload on the warehouse staff, leading to port congestion and a worsening working environment. Moreover, in response to many issues facing the logistics industry, such as a shortage of truck drivers and the need to improve working environments, government agencies and the transportation industry have recently launched the “White Logistics Movement,”^*2 aiming to build an efficient and sustainable logistics system. BIC(J) is therefore working with partners to pursue efficient palletization,^*3 including proposing the use of sheet pallets which save space compared to traditional pallets, and improve working environments.

BIC(J) has also worked with BIL’s related departments and business partners to introduce a proprietary platform for visualizing logistics. This platform has put in place a system that allows for real-time monitoring of the transportation status and expected arrival dates of Brother products, improving the accuracy of ordering and inventory management at each sales company and optimizing manufacturing and sales across the entire Group.
Going forward, we plan to go beyond simple visualization and promote further evolution, such as building a system that will enable early detection of risks such as port congestion, disasters, and customs issues, and rapid understanding of their impact, allowing for swift decisions to be made, such as changing transportation routes and reallocating inventory.BIC(J) will continue to meet the expectations and requirements of global stakeholders , providing high-quality logistics that improves working environments and optimizes logistics.

1. This is an overall efficient system regarding the distribution of goods. It goes beyond the distribution of goods and includes raw material procurement, business management, and cost management.
2. In response to a worsening shortage of truck drivers, this is a movement that is aimed at the stable logistics operations needed for domestic life and industrial activities while also contributing to economic growth. It seeks to improve productivity in truck transportation, create greater logistical efficiency, and achieve more conducive working environments in the logistics industry.
3. The final stage of the production line, in which cargo such as boxes, bags, and cases are stacked on pallets.

The Brother Group places our customers first everywhere of its global operations, including manufacturing, logistics, sales, and service, with “At your side” Spirit. Stable product quality, in particular, is a key factor in ensuring customers can use our products with peace of mind.

Brother Industries (Philippines), Inc., the manufacturing facility in the Philippines, and Brother International Philippines Corporation, the sales facility, leverage their geographical proximity to strengthen collaboration, enabling them to respond accurately and quickly to customer feedback received through dealers. For example, when a quality issue with product printing occurred, direct communication between the manufacturing and sales facilities allowed them to quickly implement measures to address the production process that was causing the issue, leading to a swift resolution of the quality issue. Moreover, by working closely together to thoroughly improve product quality and prevent customer inconvenience, the two facilities also solved other quality issues, reducing the time from problem detection to resolution from an average of 16 days to four days, a quarter of the original time.
Strengthening collaboration between the manufacturing and sales facilities has also led to a reduction in the number of returned products. For example, when a product was returned due to improper customer use, such as a paper jam, both facilities worked together to create a leaflet explaining how to solve the problem and how to use the product correctly, which was then included with the product warranty. In addition, online product training sessions were held for customers, providing a forum for directly addressing any issues they may have. As a result, customers were able to understand the causes of product problems and solve them themselves, preventing recurrence of such problems, reducing the number of returned products, and improving customer satisfaction.

These collaborative efforts are also being continued for successor models of the affected products. Thus, we are always committed to our stance of “not causing any inconvenience to our customers” by quickly solving quality issues and providing direct guidance on how to use the products. The Brother Group will continue to strive to improve customer satisfaction by providing better products and services through its flexible response capabilities, which leverage its global network, and by promoting quick problem-solving through close collaboration between facilities in each process of manufacturing, logistics, sales, and service.

The Brother Group has been working for many years to build and strengthen its global manufacturing system. With 28 manufacturing facilities globally, the Group has established a highly cost-competitive and flexible manufacturing system that involves multiple facilities to respond to changes in production needs. Our medium-term business strategy “CS B2027” seeks to further enhance our manufacturing capabilities, aiming to strengthen our company-wide quality assurance capabilities and streamline business processes. To this end, the Brother Group is promoting the implementation and deployment of digitization at manufacturing sites.
For example, Brother Industries (Vietnam) Ltd., a manufacturing facility in Vietnam, has created databases for various types of information on the entire factory by linking existing systems. The accumulated data is analyzed according to the needs of each department and is shared and made visible via a dashboard. This has not only facilitated the discovery of process waste and improvement activities but also promoted automation, thereby further enhancing efficiency of the manufacturing process. In addition, traceability data of products and parts have allowed for an accurate understanding of quality-related information, enabling prompt investigation of causes and swift response when a problem occur. Furthermore, by analyzing the accumulated data, it is possible to identify potential problems at an early stage that are difficult to detect visually. This enables prediction and prevention of problems, leading to further quality enhancement and increased efficiency of quality control. The use of the accumulated data also contributes to decision-making, helping to make objective and accurate decisions and deepen insights without relying on intuition or experience.

This initiative is being rolled out at factories around the world. Brother Industries' Hoshizaki Factory, which plays a key role in strengthening production capacity for inkjet printheads and related components, is working to improve the production efficiency of the entire factory by promoting factory visualization and data utilization through construction of an information integration platform. The Brother Group will continue to further strengthen its manufacturing capabilities, with the aim of further enhancing quality assurance and improving operational efficiency.

With the SPEEDIO series of machine tools, BIL is enhancing its support system to help customers maximize productivity.

In recent years, labor shortages in the manufacturing industry—particularly of skilled talent—have become increasingly serious. Even at production sites using machine tools, securing staff responsible for machine maintenance is a challenge. Moreover, production stoppages caused by machine tool failures can result in significant losses for customers, making swift recovery of equipment especially critical. To address these issues, BIL has established a wide-ranging support structure that contributes to reducing downtime and ensuring stable production operations at customer sites.
For example, by installing a remote support kit on machine tools, customers can access support via network connection. When an operator notices an abnormality at a customer site, simply pressing the switch on the kit immediately connects them to our call center. The relevant machine data is then retrieved from our database for quick analysis and identification of the cause. This eliminates the need for customers to explain abnormal conditions in detail and enables faster problem resolution. In addition, the kit analyzes machine faults and changes in machine conditions, and when signs of failure are detected, customers are notified in advance—delivering thorough services to help prevent production stoppages. We have also built a range of support channels, including a 24-hour chatbot inquiry service, video-call support, and enhanced maintenance services. As a result, we have achieved a machine recovery rate of over 90% within 48 hours of downtime.^*

BIL will continue to strengthen its support system and enhance service quality so that customers can feel assured in using our products long after purchase and so that we can continue supporting manufacturing on the frontline.

• As of March 2024

The Brother Group has established Brother Technology Centers worldwide to enhance technical support, after-sales service, and marketing for our machine tools.

A Brother Technology Center is a facility where customers can experience the high productivity of Brother machine tools through exhibitions and actual machining demonstrations. We also hold various seminars to explain product applications and usage in detail, actively providing support and proposals for customers considering product adoption. In addition, we respond to a wide range of inquiries, including consultations on parts machining and requests for verification machining, helping customers solve challenges through proposals for optimal machining methods, automation, and other solutions. As of October 2025, six Centers^*1 have been established in Japan and thirteen Centers^*2 overseas, offering services tailored to the characteristics of each market. Each facility is staffed with specialists who not only provide technical support but also share the latest product information, thereby building trusted relationships with customers and strengthening marketing activities.

Going forward, the Brother Group will continue to strengthen its framework to respond quickly to changing markets and customer needs, supporting customers’ manufacturing on the frontline.

1. Aichi, Tokyo, Osaka, Gunma, Miyagi, Saga
2. United States, Mexico, Germany, Thailand, India (3 locations), China (6 locations)