Taking the perspective of the “Customers”

Taking the perspective of the “Customers”

Safety and health management system

Quality Committee and Quality Control Division

We have established a centralized Quality Control Group comprising an integrated Quality Control Center to control purchasing and safety hygiene, and IDS (Innovative Dining Solutions) Center responsible for management and development of menus and services. By aggregating information about the whole process from purchasing ingredients to cooking and delivery, we have achieved comprehensive quality improvement through management guided by the division. Moreover, a Quality Committee comprised of the Quality Control Division and related departments is held regularly. The Committee shares information about quality, decides policies for improving quality, and enables the early business solutions.

Quality inspections at each process step

The Quality Control Division leads periodic checks of each process and implements quality improvement measures. In particular, safety and hygiene control check results are documented and stored each time they occur, and shared with related departments through the “Quality Committee” enabling early business solutions and rapid information disclosure and response should a problem occur.

Quality inspections at each process step

Initiatives for crisis management

Preventative measures at normal times to prepare for emergencies

We have prepared a variety of measures to be ready for emergencies.

  • Confirming the location of RED Book (crisis response manual) *
  • Stockpiling emergency food at each account
  • Preparing of lists of emergency contact information and related institutions (police, fire department, hospitals etc.)
  • Ensuring evacuation routes
  • Confirming location of designated evacuation sites, escape routes and fire extinguishers
  • Preparation of place for emergency supplies, first-aid kit
  • Formation of disaster defense team in each workplace
  • * RED Book (crisis response manual)
    We restructured our previous manual as a BCP (business continuity plan) which defines basic matters for crisis management and aims for business recovery and continuation in addition to speedy and appropriate repose to emergencies.

Disaster response

If a disaster occurs, in addition to checking the status, we immediately set up a disaster headquarters. The President and CEO serves as the head of the disaster headquarters and the whole organization ensures the safety of our customers. We will also strive for early recovery from the disaster. Utilizing our nationwide integrated logistics network, depending on the situation we provide emergency food with the aim of stable supply of food and consumables etc.

In the March 2011 Great East Japan Earthquake we secured necessary ingredients with cooperation of suppliers focused on our supplier Your Kitchen Service Co., Ltd. (YKS). We arranged different overland and air routes to secure logistics to the Tohoku region and provided meals to our customers.

Food accident response

With the understanding that food accidents should not occur, we consistently implement thorough safety and health management.

However, in the rare case that an accident occurs, or there is a concern that an accident may occur, the account manager immediately reports it to the region and Quality Control Center. We immediately establish an accident prevention headquarters, and the whole company vows to minimize damage with a quick and accurate response. During the sales suspension we strive to improve health and safety following the guidance of the Public Health Center and Quality Control Center. Based on permission from the Public Health Center to restart operations, operations is restarted following the guidance and instructions of the Quality Control Center.

Food accident response flow
Food accident response flow

Food accident BCP (business continuity plan)

In the rare case of a food accident, the Countermeasures Headquarters will naturally respond to the incident, and we will provide comprehensive back-up to provide food to customers without delay even if the account in question’s kitchen cannot be used. As an emergency response, we will decide on food provision after due consultation with the client based on the instructions of the Public Health Center, and normally provide packed lunches.

Provision of innovative services

Enhancing the food that customers eat every day is an important mission of companies involved the food service industry. We are committed to providing services that customers do not tire of and always enjoy, focused on our IDS (Innovative Dining Solutions) Center which was established in April 2006. The Center’s three units, “Merchandising Planning Dept.”, “Operation Planning Dept.”, “Design Dept.” each utilize their own specialties to take on the challenge of creating new added value and innovative proposals in collaboration with other related departments. In addition to good taste, we propose foods that fit the lifestyle and needs of each individual customer.

Also, from the perspective of Shokuiku (food /dietary education) activities, we plan and propose various services to lead to customer's improved knowledge about food and maintaining an improving health, such as healthy menus and programs to support health.

Provision of innovative services

Taking the perspective of the “Employees”

Taking the perspective of the “Employees”

Development of human resources

The foundations of human resource development is on-the-job training (OJT) in each account. The head of department identifies the skills development needs of each employee and makes planned, systematic, continuous development goals. And, in order to effectively promote OJT, we implement comprehensive education and training so that each employee takes initiatives with passion, such as carrying out various types of group training (OFF, JT).

Comprehensive education and training systems

We conducts professional and practical training, split by occupation, hierarchy and purpose etc. We have set up programs directly linked to day-to-day business operations, leading not only to improvement of employees' awareness, but to maintenance and improvement of service quality, our company’s strong point.

Comprehensive education and training systems

Creating comfortable workplace environments

Employee satisfaction survey (ESS)

In order to provide the best service for customers it is important to build a comfortable work environment for employees. So, we conduct a satisfaction survey for all employees. ESS is a system for account managers and staff to deepen their communication, so that labor relations are not limited to one-way instructions and communication from the employer.

Employee child care support

The Child Care and Family Care Leave Act decrees that both male and female employees can take child care leave up until the child reaches 1 year of age.

Taking efforts to establish a comfortable working environment for both male and female employees, and promoting the reform of internal awareness, we are working on helping employees to balance work and child-rearing. As recognition of our efforts, in 2009, we were the first company in the food service industry to gain the next-generation “kurumin” accreditation mark. We were accredited for the third time in 2013, following 2011.


Our commitment

  • Introduced a system for employees with children up to the third grade that allows them to work a short shift of 6 to 8 hours and ensures that requests to be exempted from out-of-hours work are accepted.
  • Creation and display of instructional posters
  • Creation of handbook for balancing pregnancy, childbirth and child-rearing and work, and posted on the intranet

Employment of persons with disabilities

We help the independence of people with disabilities through active hiring. In 1992 we set up the “Internal Program for Promotion of the Employment Persons with Disabilities” and began accepting interns from a nearby care school (special support school). Since then, the internal system has gradually developed, and as a result it now serves more than 300 people in over 200 locations nationwide.

Employment status of persons with disabilities at AIM SERVICES JAPAN CO., LTD. (as of end of June 2016)

  • Number of sites: 221
  • Number of persons with mental retardation: 208
  • Number of persons with physical / mental disability: 111

In Focus Industry’s first special subsidiary certification “Friendly Aim Co., Ltd.”

Founded on March 1, 2004, “Friendly Aim Co., Ltd.” was the first company in the contract food service industry to receive accreditation from the Ministry of Health on April 15 of the same year based on the “Act on Employment Promotion etc. of Persons with Disabilities” as a special subsidiary. The company centrally manages all Aim Group employees with disabilities, and provides a working environment suitable for persons with disabilities.

Purpose of foundation
  • Professional specialist guidance and management for the hiring, education and assignment etc. of persons with disabilities employed in the Aim Group.
  • Increased retention rate and hiring of persons with disabilities and accumulated employment management know-how
  • Understanding the degree of the disability, we contribute to society through the creation of a work environment utilizing the characteristics and personality of the individual

Employee consultation service

As part of our efforts to create a healthy workplace environment, we have established an employee consultation service and publicize it broadly in our company magazine and intranet. By properly operating the consultation service, we are striving to stop the tacit consent and overlooking behavior such as power harassment, sexual harassment and stress leading to loss of employee mental health.

Taking the perspective of the “Society”

Taking the perspective of the “Society”

Food education activities according to life stage

In each life stage there is an appropriate relationship with “diet” and role that should be played by “diet”. AIM SERVICES, who provide around 1.2 million meals a day in approximately 3,900 locations nationwide, we develop “Shokuiku” according to the life stage. "Food education suited to the life stage" that contributes not only to the customers but to their families and children who will play the role in the future.

Food education activities according to life stage


TFT is a motion that offers healthy menu in company cafeteria and donates ¥20 per meal to developing countries to pay for a school lunch. We endorsed the objectives and began the program in October 2007. Participation has increased year after year, and currently over 50 sites take place.


Support for independence of persons with disabilities

Not limiting ourselves to hiring persons with disabilities internally, as part of our support for self-reliance of person with disabilities. Since February 2010, we have bought all of the potato starch that we use in our account nationwide from “Shakai Fukushi Houjin Tokyo-to Chiteki Shogaisha Ikuseikai Setagaya-ku Ritsu Kinuta Kobo” (Social Welfare Service Corporation Tokyo Persons with Intellectual Disabilities Association Setagaya Ward Kinuta Studio”).

Since we started buying large quantities from Kinuta Studio, the facility’s income has increased and workers’ incomes have stabilized. Acknowledging this contribution, the Setagaya-ku Shogaisha Koyou Sokushin Kyogikai (Setagaya Ward Employment Promotion Council for Persons with Disabilities) awarded us a certificate of appreciation in 2015.

Acquisition of ISO 14001

We introduce an environmental management system into all our business activities and seek to reduce adverse environmental impact.

Based on our new environmental policy, we promote beneficial initiatives for the environment through our business, by providing high quality service under our safety& health management system and health support programs for customers.

We address the environmental conservation with our clients to realize a sustainable society.

Contents of ISO14001 acquisition

Ark Hills Front Tower, 2-23-1
Akasaka, Minato-ku, Tokyo,
all divisions and offices
Total services including food services
and related management and business activities
November 24, 2000 /
UpdatedNovember 24, 2015
Japan Audit and Certification Organization (JACO)
Contents of ISO14001 acquisition