ear” logos at branches to reassure customers ear” logos at branches to reassure customers 
that the bank has facilities for conversingthat the bank has facilities for conversing 
in in writing. All branches are being equippedwriting. All branches are being equipped 
with white boards and special message with white boards and special message 
tablets for dialogue with customers who ablets for dialogue with customers who 
have concerns about their hearing and whohave concerns about their hearing and who 
dislike written conversations.dislike written conversations.
Handheld hearing support device
 (The Minato Bank)
Telephone handset-type ATM
 (The Minato Bank)
Key comments of participants
Together with Our Customers
Katsutoshi Konuma, Section Manager, Social & Environmental Management, Asahi Breweries Ltd.
“Eating should be something that generates emotion. New potential exists in the world of cuisine.”
Yasuhiro Nakashima Associate Professor Graduate School of Agricultural and Life Sciences, 
The University of Tokyo
“As consumer tastes go through a time of great change, I think it is important to 
prioritize ingredients and the attitude of customers toward eating.”
Daisuke Yamamoto, Vice Senior Consultant, Research Department, 
The Japan Research Institute, Limited
“An important concept is multilateral dialogue as the number of parties involved in food 
production increases throughout the supply chain.”
Yoichiro Fukayama, Planning Dept., Deputy Head (with powers of representation) of 
the Corporate Banking Unit & Middle Market Banking Unit, SMBC
Moderated by Kenji Sawami, Partner, Ernst & Young ShinNihon LLC
For further details, please see our website.
In addition to removing mobility barriers at In addition to removing mobility barriers at 
branches, the bank plans to aggressively branches, the bank plans to aggressively 
support installation of facilities needed to support installation of facilities needed to 
cope with the rapidly rising old-age cope with the rapidly rising old-age 
dependency ratio. As a first step, SMBC dependency ratio. As a first step, SMBC 
has established clear guidelines for has established clear guidelines for 
supporting the construction of rental supporting the construction of rental 
housing for the elderly, expected to be a housing for the elderly, expected to be a 
future growth area.future growth area.
While continuing to tailor business While continuing to tailor business 
activities to the needs of the community at activities to the needs of the community at 
large and ensuring a friendly banking large and ensuring a friendly banking 
environment for our customers, the SMFG environment for our customers, the SMFG 
Group also plans to support the creation of Group also plans to support the creation of 
frameworks that enable the elderly to live frameworks that enable the elderly to live 
active lives with peace of mind.active lives with peace of mind.
We work as a team to improve customer satisfaction and product quality, and, while supporting the customer, 
contribute to the sustainable development of society as a whole.
 CSR REPORT 2011 CSR REPORT 2011 