Case Study: Suntory Concierge Service Enhances BCP Effectiveness

Newton Consulting Co., Ltd. (Headquarters: Chiyoda-ku, Tokyo; President and CEO: Kazuya Sojima), a risk management consulting firm, announced on July 8, 2026, the successful implementation case of its 'BCM/BCP Improvement and Reconstruction Support Service' by Suntory Concierge Service.

▼ Details of the Implementation Case

https://www.newton-consulting.co.jp/casestudy/scg.html

From right to left in the photo: Yukiko Odagiri (General Manager, Administration Group, Management Department, Planning Division), Mariko Imura (Group Leader, Administration Group, Management Department, Planning Division), Sho Tobisawa (Chief, Administration Group, Management Department, Planning Division), Masaki Kashiwabara (Chief, Planning Group, Planning Department, Customer Service Planning Division)

*Affiliations and titles are as of the project period.

◆ Overview of the Implementation Case by Suntory Concierge Service

Revamping BCP to Respond to All Types of Risks

Suntory Concierge Service supports the e-commerce operations of Suntory Wellness, a group company. The company operates contact centers handling order processing for health foods and cosmetics, as well as post-purchase customer consultations, playing a key role in building long-term customer relationships. With bases in Tokyo, Sapporo, and Fukuoka, the company employs over 1,000 staff members.

Although the company adopted its current name in November 2022, it has 23 years of operational experience, including its predecessor era. While initial response manuals and documents had been created, challenges remained—such as documents lacking systematic integration and uncertainty about whether content reflected current risk environments. To establish a robust system capable of responding to all types of risks, the company decided to review priority operations and recovery objectives, and to re-establish its BCP fundamental policy and business continuity plan.

Incorporating Management Vision and Frontline Employee Feedback

This project focused on drafting the BCP fundamental policy and business continuity plan.

In Phase 1, interviews were conducted with senior management to identify the most critical actions during emergencies. Based on these insights, priority operations and recovery targets were defined, and a new BCP fundamental policy was established. Existing disaster response manuals were also reviewed for gaps.

In Phase 2, workshops were held at the three locations—Tokyo, Sapporo, and Fukuoka—with frontline employees. Building on Phase 1 findings, participants discussed essential management resources and recovery conditions required to maintain critical operations, and established recovery level targets tailored to the contact center business model. Subsequently, a draft business continuity plan was developed based on these discussions. Currently, the company is refining this draft through internal discussions to create practical, easy-to-follow manuals that ensure frontline operators can act decisively during emergencies.

▼ Details of the Implementation Case

https://www.newton-consulting.co.jp/casestudy/scg.html

◆ About the 'BCM/BCP Improvement and Reconstruction Support Service'

Supporting the Transition to an Effective, All-Hazards BCP

Business Continuity Management (BCM) refers to activities aimed at maintaining and improving an organization’s ability to continue critical operations. A Business Continuity Plan (BCP) outlines actions to be taken during emergencies. This service supports the improvement of existing BCM/BCP frameworks. Based on the 'Newton-style BCP' methodology, it guides organizations in transitioning to an all-hazards BCP capable of responding to any crisis.

What is 'Newton-style BCP'?

A unique, all-hazards BCP development approach by Newton Consulting, designed to create practical and effective BCPs. It goes beyond document creation to include organizational culture building, continuous training, and the overall methodology of BCM/BCP activities.

1. Reflecting Management Intent Clearly

Executives lead crisis response. By securing management approval at each step, the process prevents oversight of leadership priorities and mid-project disengagement.

2. Promoting Activities Led by Stakeholders

Through simplified drills and workshop formats, stakeholders simulate disaster scenarios and collaboratively identify necessary rules and improvement points, achieving consensus quickly.

3. Enhancing Effectiveness During Development

By incorporating management direction and stakeholder agreement, BCP development simultaneously strengthens practical effectiveness.

▼ Service Details

https://www.newton-consulting.co.jp/solution/bcm/bcm-bcp_improvement.html

【Overview of Newton Consulting Co., Ltd.】

https://www.newton-consulting.co.jp/

Company Name: Newton Consulting Co., Ltd.

Headquarters: 1-7 Kojimachi, Chiyoda-ku, Tokyo, Mutual Hankachomon Building 5F

Established: November 13, 2006

Capital: 30,000,000 JPY (as of December 2025)

Representative: President and CEO Kazuya Sojima

Business: Risk management consulting

【Support Achievements】

Approximately 2,300 organizations supported, including private enterprises, government agencies, local public bodies, and national university corporations

～Customer Case Studies～

https://www.newton-consulting.co.jp/casestudy/