SONY

Sony s TQM Philosophy

Do what has never been done before." "Always stay one step ahead." These expressions have underscored the corporate philosophy since the very beginning, and have always represented the backbone of Sony's design philosophy of "building high-performance, easy-to-use and beautiful products with a distinctive Sony flair." This is the philosophy behind the long line of Sony

Since the start of its operations, Sony has given top priority to providing customer oriented, high-quality products and services as an operating foundation.

This philosophy is set forth in the Founding Prospectus drafted in 1946 by Sony's co-founder, Masaru Ibuka.

The Sony Group Code of Conduct, established in May 2003, compels Sony to continuously seek ways to comply with or exceed legally mandated standards in all aspects of its business activities to ensure the safety and satisfaction of customers who use its products and/or services.

To instill this philosophy more firmly, in January 2007 Sony formulated the Sony Pledge of Quality, which lays out Sony's basic policy on product and service quality in the Electronics business.

Commitment to TQM Quality Sonys customers demand and warrant quality products and support. The objective of our quality policy is to furnish state of the art products quality products, and at the right value. Attaining these objectives leads to customer satisfaction and enhanced business opportunities. To reach our objectives, we maintain a constant focus on quality with full support from top management and employees Quality Mission We, the employees and management of Sony Corp, are dedicated to customer satisfaction through our commitment to Total Quality Management and continuous improvement in our supply chain, products, and customer service. Quality Policy
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When establishing the Quality Policy, top management considers the expected levels of customer satisfaction, the needs of other interested parties, opportunities for continual improvement, and resources required. The Quality Policy provides a framework for establishing and reviewing quality objectives. The Quality Policy is communicated to all levels of the organization. It is periodically reviewed by management and revised for continuing suitability. Responsibility to Implement TQM Sony Implements TQM first to senior level executives in order for proper implementation. Senior management oversight and attention to improving product service quality and safety, also having a timely responses to problem is what Sony strives for.

Sony enlists TQM consultants. They audit the company in its current state, suggest areas of improvement and provide training to key employees who can then pass along.

Sony also empower the employees to identify needed changes, with the knowledge that management values their ideas.

Appointing personnel within each product and business group who are ultimately responsible for quality, to spearhead initiatives in the areas for which they are responsible.

Sony's president and top management from each business group, including manufacturing and marketing executives from the Electronics business, to discuss and set policies, strategies and key measures relating to product quality. Quality Communication thru Employees Gather product quality-related information Reports of problems Opinions from Sony Group employees.

Send messages to the Product Quality Information Channel website.

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Can be done during the course of their work.

Product Quality Information Channel investigates the information received it proposes and introduces measures to avoid potential problems and prevent previous problems from recurring.

As of March 2009, Sony had received more than 1,200 reports since the establishment of the Channel. The diverse range of information received has included proposals to make products and manuals more user-friendly, and has also led to more than 790 improvements. Quality Communication thru Customers Sony makes active use of customer feedback to improve our products. Complaints, suggestions, ideas and reports of malfunctions received from customers at the Customer Information Center after purchase are promptly and accurately evaluated and disseminated to the planning and design groups so that improvements in product quality can be made in a timely fashion.

TQM and its Effect on the Company Culture

Sony culture emphasizes a spirit of freedom and open -mindedness and a fighting spirit to innovate. Believing its employees to be the most important aspect of its corporate foundation.

Sony values communication between management and employees Essential in conveying management policies to employees a Encouraging employees to voice their opinions.

Acknowledges that providing its customers around the world with dream-inspiring products depends on its ability to maximize the potential of its employees everywhere. TQM and its Effect on the Organization Sony achieves environment award Sony Corporation of America achieved the ISO 14001 Environment award with the assistance of TQM. The certification covers all 73 of Sony Corporations in North America. Sonys commitment to environmental causes is impressive.

Sonys Quality Management Control System

Business managers in Sony has maintained the companys position as a leading manufacturer of video and audio equipment.- Not sure how this ties in

Sony introduces new product quality improvement measures into all processes, from development, planning design and manufacturing to sales and service activities.

When Sony Electronics wanted to further improve the quality of their monitors and laptop computers they trained internal staff to implement a Six Sigma TQM program TQM and its Effect on People As a result of the TQM philosophy, many programs have came into place, affecting the customer and employees of Sony

Customer Focus Higher customer satisfaction Identify and meet customer needs Stay tuned to changing needs, e.g. fashion styles Sony focuses on its customers, acknowledging that they would not be in business if not for customers

Employee Empowerment Ensure senior management oversight and attention to improving product and service quality and safety Appoint personnel within each product and business group who are ultimately responsible for quality, to spearhead initiatives in the areas for which they are responsible Part of Sonys TQM philosophy is to empower all employees to seek out quality problems and correct them Workers are empowered to make decisions relative to quality in the production process.

Team Approach TQM stresses that quality is an organizational effort Facilitate the analyze and solve of quality problems
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TQM and its Effect on Processes TQM focuses on identifying root causes of quality problems and correcting them at the source.

Continuous Improvement Continuous learning and problem solving Hold regular Quality Strategy Meetings to discuss and set policies, strategies and key measures relating to product quality Formulate corporate quality standards applicable to Sony's electronics products, focusing on such criteria as product safety and performance, labeling and service Sony responds swiftly when a problem arises by investigating the facts and taking appropriate action Sony recognizes that ensuring our customers' trust, confidence and satisfaction is the most important crucial management task and strives to prevent quality-related problems through the systems and efforts described previously To ensure its ability to provide high-level services worldwide, Sony conducts extensive, global training programs for all Sony employees who serve customers, as well as the staff of partner companies The plandostudyact (PDSA) Benchmarking Cause-and-Effect Diagrams Checklist TQM and its Effect on Systems To ensure that the TQM Philosophy stays true and up to date, system have been put in place. Control Systems Sony has established and advanced a project management system for the group-wide quality enhancement initiative

Strengthened rules worldwide from September 2006 to ensure prompt reporting to the Product Safety and Quality Officer Sony has established an in-house product safety assurance capability for examining product safety from a medical perspective, to help ensure that Sony products have no adverse effects on human health From 2009 forward, Sony has established a new quality reliability laboratory which focuses on further enhancing the safety and long-term reliability of its products Sony has created an internal information security team comprised of individuals assigned to each business group The Customer Information Centers provide prompt responses to customer needs every day of the year Sony also uses the Internet to communicate with customers. Sony uses customer feedback in enhancing its Internet-based customer services Sony makes active use of customer feedback to improve our products

TQM Affects Customers TQM has made the employees feel that they are responsible for customer satisfaction.

With reliable products that the customers can use with confidence and heartfelt customer service with a personal touch.

Sony has recognized that ensuring customers trust and confidence is the most important and crucial management task TQM has implemented.

Sony responds swiftly when a problem arises by investigating the facts and taking the appropriate action. TQM Affects Suppliers
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TQM consultants can help implement lean for the companys selected suppliers, who will be benefited with a lower cost of production and be able to offer you goods at a much lower price.

Shared with TQMs supplier management experts, Sony learned from their experiences of working with them helped Sony to manage their suppliers effectively, and turn customers wish list into reality.

SONYS BELIEF IN MANAGEMENT:

Suppliers are production extension Supplier management is one of the cores of strategic planning Aligned business goals and objective are basis of successful relationships with suppliers Lean Manufacturing is the key to cost reduction for the corporation and their suppliers Sony: The Leader in Product Innovation The company has been at the cutting edge of technology for more than 50 years Sony innovations have become part of mainstream culture First magnetic tape and tape recorder in 1950 Transistor radio in 1955 Worlds first all-transistor TV set in 1960 Worlds first color video cassette recorder in 1971 Walkman personal stereo in 1979 Compact Disc (CD) in 1982

First 8mm camcorder in 1985 MiniDisc (MD) player in 1992 PlayStation game system in 1995 Digital Versatile Disc (DVD) player in 1998 HDTV number 1 in the LCD market The Blu-ray Disc the leading developers and remains one of the strongest proponents of the Blu-ray Disc optical disc format Commitment to the Environment Sony is the first company to sign the Manufacturers Commitment to Responsible E-Waste Recycling As a leader in the consumer electronics industry, Sony has made environmental responsibility a top priority Launched the Take Back Recycling Program on Sept. 15, 2007 with Waste Management Inc. (WM) The first recycling initiative in the U.S. that connects a major consumer electronics manufacturer to a national waste management company and its physical network of recycling centers around the country. Goal is to encourage consumers to recycle and dispose of electronic devices in an environmentally sound manner Sony's Green Rollout Since September 2009, Sony's green efforts have resulted in 1,000 tons of its products being recycled due to a program with Waste Management. Goal is to get recycling centers within 20 miles of 95 percent of the U.S. population There are 95 to 100 recycling centers currently in operation Conclusion The basis of TQM is to reduce the errors produced during the manufacturing or service process, increase customer satisfaction, streamline supply chain management , aim for modernization

of equipment and ensure workers have the highest level of training.

As a leader in product innovation Sonys commitment to TQM is Strong Quality communication comes from both employees and customers As a result of the TQM philosophy, many programs have came into place TQM has had a positive effect on their process & systems as well customers and suppliers TQM has helped achieved the ISO 14001 as well as the Environment award with the assistance of TQM TQM has helped Sony and their commitment to the environment by establishing the Take Back Recycling Program as well as their Sony Green Rollout

SONY Sony 's TQM Trit hc "Lm g cha tng c thc hin trc khi." "Lun lun mt bc trc" Cc biu thc ny nhn mnh cc trit l ca cng ty k t khi bt u, v lun lun i din cho xng sng ca trit l thit k ca Sony ". Xy dng hiu sut cao, d dng s dng v cc sn phm p vi mt flair Sony c bit. "y l trit l{ ng sau dng di ca Sony

K t khi bt u hot ng ca mnh, Sony u tin hng u cung cp cho khch hng theo nh hng, sn phm v dch v cht lng cao nh l mt nn tng iu hnh.

Trit l{ ny c quy nh trong Bn co bch sng lp son tho nm 1946 bi ngi ng sng lp Sony, Masaru Ibuka.

M Tp on Sony tc ng x, c thnh lp thng 5 2003, buc Sony lin tc tm cch thc hin hoc vt qu tiu chun bt buc v mt php l trong tt c cc kha cnh ca hot ng kinh doanh ca mnh m bo s an ton v s hi lng ca khch hng s dng cc sn phm v / hoc dch v.
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 thm nhun trit l ny vng chc hn, vo thng Ging nm 2007, Sony xy dng Cam kt Sony cht lng, a ra chnh sch c bn v cht lng sn phm v dch v trong kinh doanh in t ca Sony. Cam kt p dng TQM Cht lng Nhu cu ca khch hng ca Sony v cc sn phm cht lng m bo v h tr. Mc tiu ca chnh sch cht lng ca chng ti l cung cp nh nc ca cc sn phm ngh thut cht lng sn phm, v gi tr quyn. t c nhng mc tiu ny dn n s hi lng ca khch hng v tng cng c hi kinh doanh. t c mc tiu ca chng ti, chng ti duy tr tp trung lin tc v cht lng vi s h tr y t cc nh qun l v nhn vin Cht lng S mnh Chng ti, cc nhn vin v qun l ca Sony Corp, c dnh ring cho s hi lng ca khch hng thng qua cam kt ca chng ti Tng qun l cht lng v ci tin lin tc trong chui cung ng, sn phm ca chng ti, v dch v khch hng. Chnh sch cht lng Khi thit lp chnh sch cht lng, qun l{ hng u xem xt mc d kin ca s hi lng ca khch hng, nhu cu ca cc bn quan tm khc, cc c hi ci tin lin tc, v ngun lc cn thit. Chnh sch cht lng cung cp mt khun kh cho vic thit lp v xem xt cc mc tiu cht lng. Chnh sch cht lng c truyn t cho tt c cc cp ca t chc. N c nh kz xem xt li bi qun l v sa i cho ph hp tip tc. Trch nhim Thc hin TQM Sony Thc hin TQM u tin gim c iu hnh cp cao thc hin ng. Qun l cp cao gim st v ch { n nng cao cht lng sn phm dch v v an ton, cng c mt phn ng kp thi cho vn l nhng g Sony phn u.

Sony tuyn m TQM chuyn gia t vn. H kim ton cc cng ty nh nc hin nay, ngh cc lnh vc ci tin v o to nhn vin ch cht, nhng ngi sau c th vt qua cng.
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Sony cng trao quyn cho nhn vin xc nh nhng thay i cn thit, vi s hiu bit rng qun l gi tr { tng ca h.

B nhim nhn vin trong tng nhm sn phm, kinh doanh, nhng ngi chu trch nhim cui cng v cht lng, cc sng kin mi nhn trong cc lnh vc m h chu trch nhim.

Tng thng ca Sony v qun l{ hng u t mi nhm kinh doanh, bao gm c gim c iu hnh sn xut v tip th t vic kinh doanh in t, tho lun v thit lp cc chnh sch, chin lc v bin php quan trng lin quan n cht lng sn phm. Cht lng truyn thng n nhn vin Thu thp cht lng sn phm thng tin lin quan Bo co ca cc vn kin ca nhn vin Tp on Sony.

Gi tin nhn n trang web ca knh thng tin cht lng sn phm. C th c thc hin trong qu trnh lm vic ca h.

Knh Thng tin sn phm cht lng iu tra cc thng tin nhn c xut v gii thiu cc bin php trnh cc vn tim nng v ngn chn cc vn trc y ti pht.

Tnh n thng 3 nm 2009, Sony nhn c hn 1.200 bo co k t khi thnh lp ca knh. a dng ca thng tin nhn c bao gm cc xut lm cho sn phm v hng dn s dng thn thin vi ngi s dng, v cng dn n hn 790 ci tin. Cht lng truyn thng n khch hng

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Sony lm cho vic s dng tch cc ca cc thng tin phn hi ca khch hng ci tin sn phm ca chng ti. Khiu ni, ngh, kin v bo co cc trc trc nhn c t khch hng ti Trung tm Thng tin khch hng sau khi mua hng kp thi v chnh xc nh gi v ph bin quy hoch v cc nhm thit k ci thin cht lng sn phm c th c thc hin mt cch kp thi.

TQM v hiu qu ca n trn Vn ha cng ty Sony vn ha nhn mnh "mt tinh thn t do v tinh thn ci m" v tinh thn chin u i mi. Tin tng nhn vin ca mnh c cc kha cnh quan trng nht ca nn tng ca cng ty.

Sony gi tr thng tin lin lc gia qun l v nhn vin Cn thit trong vic truyn t cc chnh sch qun l nhn vin mt Khuyn khch nhn vin ni ln kin ca h.

Tha nhn rng cung cp cho khch hng trn ton th gii vi cc sn phm ly cm hng t gic m ph thuc vo kh nng ca mnh ti a ha tim nng ca nhn vin ca mnh khp mi ni. TQM qu ca T chc Sony t c gii thng mi trng Sony Corporation ca M t c ISO 14001 Gii thng mi trng vi s h tr ca TQM. Chng ch ny bao gm tt c 73 Tng cng ty Sony Bc M. Cam kt ca Sony nguyn nhn mi trng l n tng.

H thng iu khin qun l cht lng ca Sony

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Qun l kinh doanh ti Sony duy tr v tr ca cng ty nh l mt nh sn xut hng u cc thit b video v m thanh - Bn khng chc chn lm th no mi quan h ny trong

Sony gii thiu cc bin php ci thin cht lng sn phm mi vo tt c cc qu trnh, t s pht trin, lp k hoch thit k v sn xut bn hng v cc hot ng dch v.

Khi Sony Electronics mun nng cao hn na cht lng ca mn hnh v my tnh xch tay ca h, h o to nhn vin ni b thc hin Six Sigma TQM chng trnh TQM v c hiu lc trn dn Nh mt kt qu ca trit l TQM, nhiu chng trnh i vo v tr, nh hng n khch hng v nhn vin ca Sony

Vo khch hng S hi lng ca khch hng cao hn Xc nh v p ng nhu cu ca khch hng Hy theo di nhu cu thay i, v d nh thi trang phong cch Sony tp trung vo khch hng, tha nhn rng h s khng c trong kinh doanh nu khng cho khch hng

Nhn vin Trao quyn m bo gim st qun l cp cao v s ch { ci thin cht lng v an ton sn phm v dch v B nhim nhn vin trong tng nhm sn phm v kinh doanh, nhng ngi chu trch nhim cui cng v cht lng, cc sng kin mi nhn trong cc lnh vc m h c trch nhim
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Mt phn ca trit l{ TQM Sony l trao quyn cho tt c nhn vin tm ra vn cht lng v sa cha chng Cng nhn c trao quyn a ra cc quyt nh lin quan n cht lng trong qu trnh sn xut.

Nhm phng php tip cn TQM nhn mnh rng cht lng l mt n lc t chc To iu kin thun li cho vic phn tch v gii quyt vn cht lng TQM v c hiu lc vo qu trnh TQM tp trung vo vic xc nh nguyn nhn gc r ca cc vn cht lng v sa cha sai st ngay ti ngun.

Ci tin lin tc Lin tc hc tp v gii quyt vn T chc cc cuc hp chin lc cht lng thng xuyn tho lun v thit lp cc chnh sch, chin lc v bin php quan trng lin quan n cht lng sn phm Xy dng tiu chun cht lng ca cng ty p dng cho cc sn phm in t ca Sony, tp trung vo cc tiu ch nh an ton sn phm v hiu sut, ghi nhn v dch v Sony phn ng nhanh chng khi c vn pht sinh bng cch iu tra cc s kin v hnh ng thch hp Sony nhn thc c rng vic m bo khch hng ca chng ti s tin tng, s t tin v s hi lng l nhim v quan trng nht qun l rt quan trng v c gng ngn chn cc vn lin quan n cht lng thng qua cc h thng v nhng n lc m t trc y m bo kh nng cung cp cc dch v cao cp trn ton th gii, Sony tin hnh m rng, cc chng trnh o to ton cu cho tt c cc nhn vin Sony ngi phc v khch hng, cng nh cc nhn vin ca cc cng ty i tc K hoch lm hc-hnh ng (PDSA) im chun
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Nguyn nhn-v-qu S Danh sch kim tra TQM v c hiu lc trn h thng m bo rng trit l TQM vn ng v n nay, h thng c a ra. H thng kim sot Sony thnh lp v nng cao h thng qun l d n cho sng kin nng cao cht lng ton nhm Tng cng quy tc trn ton th gii t thng 9 nm 2006 m bo bo co kp thi v an ton sn phm v Gim Cht lng Sony thnh lp mt trong nh kh nng sn phm m bo an ton cho kim tra an ton sn phm t gc y t, gip m bo rng cc sn phm ca Sony khng c nh hng xu n sc khe con ngi Chuyn tip t nm 2009, Sony thnh lp mt phng th nghim cht lng tin cy mi tp trung vo vic nng cao hn na tin cy an ton v lu di ca sn phm ca mnh Sony to ra mt i ng an ninh thng tin ni b bao gm cc c nhn c giao cho tng nhm kinh doanh Khch hng Trung tm Thng tin cung cp cu tr li nhanh chng cho khch hng cn tt c cc ngy trong nm Sony cng s dng Internet giao tip vi khch hng. Sony s dng thng tin phn hi ca khch hng trong vic tng cng cc dch v khch hng da trn Internet Sony lm cho vic s dng tch cc ca cc thng tin phn hi ca khch hng ci tin sn phm ca chng ti

TQM nh hng n khch hng TQM khin cc nhn vin cm thy rng h c trch nhim cho s hi lng ca khch hng.

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Vi cc sn phm ng tin cy rng cc khch hng c th s dng vi s t tin v dch v khch hng chn thnh vi mt lin lc c nhn.

Sony cng nhn rng m bo khch hng s tin tng v s t tin l quan trng nht v trin khai thc hin nhim v qun l TQM rt quan trng.

Sony phn ng nhanh chng khi c vn pht sinh bng cch iu tra cc s kin v hnh ng thch hp. TQM nh hng n nh cung cp TQM t vn c th gip thc hin nc cho cc nh cung cp c la chn ca cng ty, nhng ngi s c hng li vi chi ph thp hn sn xut v c th cung cp cho bn hng mt mc gi thp hn nhiu.

Chung vi cc chuyn gia qun l nh cung cp TQM, Sony hc c t kinh nghim ca h v lm vic vi h gip Sony qun l cc nh cung cp ca h c hiu qu, v bin danh sch mong mun ca khch hng thnh hin thc.

SONY CA NIM TIN TRONG QUN L:

Cc nh cung cp l sn xut m rng Nh cung cp qun l l mt trong cc li ca k hoch chin lc Mc tiu kinh doanh lin kt v mc tiu l c s ca mi quan h thnh cng vi cc nh cung cp Lean Manufacturing l cha kha gim chi ph cho cc cng ty v cc nh cung cp ca h
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Sony: u trong i mi sn phm Cng ty ct cnh ca cng ngh trong hn 50 nm i mi Sony tr thnh mt phn ca vn ho chnh thng Bng t v my ghi m u tin vo nm 1950 Transistor i pht thanh vo nm 1955 TV-transistor u tin trn th gii vo nm 1960 Video u tin trn th gii mu cassette recorder nm 1971 Stereo c nhn Walkman vo nm 1979 Compact Disc (CD) nm 1982 8mm my quay u tin vo nm 1985 MiniDisc (MD) ngi chi trong nm 1992 H thng tr chi PlayStation vo nm 1995 Digital Versatile Disc (DVD) ngi chi trong nm 1998 HDTV s 1 trong th trng mn hnh LCD a Blu-ray hng u cc nh pht trin v vn l mt trong nhng ngi ng h mnh m ca cc a Blu-ray nh dng a quang Cam kt mi trng Sony l cng ty u tin k cam kt "cc nh sn xut E-X l cht thi c trch nhim ti ch" Theo mt lnh o trong ngnh cng nghip in t tiu dng, Sony thc hin trch nhim mi trng l u tin hng u Ra mt "Take Back ti ch Chng trnh" vo ngy 15 thng Chn, 2007 vi Waste Management Inc (WM) Sng kin ti ch u tin ti M, kt ni mt nh sn xut in t tiu dng ln i vi mt cng ty qun l cht thi v cc quc gia mng vt l ca trung tm ti ch trn khp t nc.

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Mc tiu l khuyn khch ngi tiu dng ti ch v x l ca cc thit b in t trong mt cch thn thin vi mi trng Trin khai xanh ca Sony K t thng 9 nm 2009, nhng n lc xanh ca Sony c kt qu trong 1.000 tn sn phm ca mnh c ti ch do mt chng trnh qun l cht thi. Mc tiu l c c cc trung tm ti ch trong vng 20 dm ca 95% dn s Hoa Kz C 95 n 100 trung tm ti ch ang hot ng Kt lun Cc c s ca TQM l gim cc li sn xut trong qu trnh sn xut hoc dch v, gia tng s hi lng ca khch hng, sp xp qun l chui cung, mc tiu hin i ha thit b v m bo ngi lao ng c mc cao nht ca o to. Theo mt lnh o trong cam kt ca i mi sn phm ca Sony TQM l mnh Cht lng truyn thng n t c nhn vin v khch hng Nh mt kt qu ca trit l TQM, nhiu chng trnh i vo v tr TQM c nh hng tch cc n qu trnh v h thng ca h l tt vi khch hng v nh cung cp TQM gip t c cc tiu chun ISO 14001 cng nh gii thng Mi trng vi s h tr ca TQM TQM gip Sony v cam kt ca h i vi mi trng bng cch thit lp "Take Back Chng trnh ti ch" cng nh "Sony Rollout xanh"

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