How can a safety and／or quality-critical organization be trusted by the society?

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  • 品質・安全問題と信頼
  • ヒンシツ ・ アンゼン モンダイ ト シンライ

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Abstract

The society had been trusted companies/organizations until recently. Some of the companies have been becoming distrusted by the society due to the occurrence of accidents, troubles, and issues in quality assurance. People are not sure whether or how they can trust companies, and vice versa. In order to discuss what can be done for companies to be trusted, this paper tries to clarify the essence of people’s trust in companies/organizations by discussing several aspects of trust. The discussion includes, the definition of trust, the relationship between belief and trust, the role of trust, the relationship between reliability in reliability engineering and trust, dimensions of trust, Salient Value Similarity（SVS）model, the importance of “process” dimension of trust, and the relationship between（quality）assurance and trust. In particular, this paper points out that the “process” dimension is quite important to think about people’s trust in an organization. How we can assure that an organization should be trusted is still an open question.

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