Mission Statement, Vision, & Core Values (2026) of Tsuruha Holdings Inc.

At the heart of Tsuruha Holdings Inc. (3391.T) lies a customer-first mission and growth-driven vision that already power a network of over 1,800 stores and a fiscal 2022 performance of roughly ¥500 billion in sales-with health and beauty making up about 40% of that total-while concrete commitments to care and community show in initiatives like the 'Tsuruha Customer Care Program' that lifted positive reviews by 15% in 2023; operational muscle is evident in an inventory turnover of ~8× per year (well above the industry 6×), the expansion of its dispensing pharmacy arm to 997 outlets as of H1 FY2026, and strategic investments-¥3 billion in R&D in 2023 (a 10% increase) yielding 150+ new health and beauty products-alongside robust ethics and sustainability metrics (99.5% compliance, a 30% cut in carbon emissions since 2020, 25% less plastic packaging in 2023, solar systems installed in 23 stores with plans for 236 by May 2025) and more than 100 community programs that together illustrate how Tsuruha translates its principles of efficiency, improvement and compassionate service into measurable impact

Tsuruha Holdings Inc. (3391.T) - Intro

• Network scale: over 1,800 stores across Japan and selected international markets.
• Product breadth: pharmaceuticals, cosmetics, health foods, supplements, and daily necessities.
• Financial footprint: reported sales of approximately ¥500 billion in fiscal year 2022.
• Product mix: health and beauty products account for ~40% of total sales (FY2022).

• Deliver accessible, high‑quality health and daily living products that improve customer wellbeing.
• Integrate retail and pharmacy services to provide one‑stop health solutions, increasing convenience and adherence.
• Maintain high customer satisfaction through programs such as the Tsuruha Customer Care Program.

• Be the leading community pharmacy and drugstore chain in Japan, expanding dispensing pharmacy reach and digital services.
• Scale sustainably: reduce environmental impact while increasing energy self‑sufficiency across stores.
• Create long‑term shareholder value by combining steady retail growth with higher‑margin health and pharmacy services.

• Customer First - prioritize safety, trust and convenience in every interaction.
• Healthcare Integration - blend retail merchandise with professional dispensing pharmacy services.
• Operational Excellence - continuous improvement in inventory, logistics and store productivity.
• Sustainability - adopt energy and resource‑saving technologies across the store network.
• Community Contribution - serve local needs through tailored assortments and health services.

• The growing dispensing pharmacy footprint (997 as of H1 FY2026) underscores a shift toward healthcare services with recurring revenue and higher customer touchpoints.
• Health & beauty representing ~40% of sales indicates product category strength that informs merchandising, private label and promotional strategies.
• Sustainability targets (236 solar‑equipped outlets by FY ending May 2025) link environmental objectives directly to capital and store‑level investments.

Tsuruha Holdings Inc. (3391.T) - Overview

Tsuruha Holdings Inc. (3391.T) centers its corporate identity on a clear mission: to provide customers with high-quality products and services that enrich everyday life while meeting evolving needs. This mission is operationalized through three guiding principles - Utmost Efficiency, Constant Improvement, and Compassionate Service - which shape store operations, merchandising, customer engagement, and community integration across its retail network.

• Utmost Efficiency: streamlined supply chain, category assortment optimization, and data-driven inventory management to reduce stockouts and shrinkage.
• Constant Improvement: continuous store format innovation, staff training programs, and digital-service enhancements (e.g., online ordering, loyalty integration).
• Compassionate Service: personalized customer support, health-oriented product ranges, and community-oriented initiatives in local markets.

These principles support Tsuruha's customer-centric approach and inform initiatives designed to create comfortable, inviting shopping experiences - from store layout and product selection to staff interaction and after-sales support. The mission also encapsulates the company's strategic intent to be a trusted community partner, adapting offerings to regional demographics (aging populations, urban vs. rural needs) and wider market dynamics such as e-commerce growth and healthcare demand.

Operationalizing the mission entails measurable targets and programs, for example:

• Store productivity: initiatives aiming to raise same-store sales growth through category mix optimization and loyalty-driven promotions.
• Service quality: training modules and mystery-shopping assessments to maintain high customer-satisfaction scores and repeat-purchase rates.
• Community integration: localized assortments and health services to support aging communities, measured by penetration of private-label health products and in-store service usage.

Tsuruha's long-term strategy aligns capital allocation and M&A activity with its mission: expanding store footprint while integrating acquired chains into standardized operational frameworks that emphasize efficiency, continuous improvement, and compassionate customer care. Financial discipline and reinvestment in IT and logistics help sustain margins while funding customer-facing upgrades.

For a more detailed history of the company's evolution, ownership and how it operates: Tsuruha Holdings Inc.: History, Ownership, Mission, How It Works & Makes Money

Tsuruha Holdings Inc. (3391.T) - Mission Statement

• Deliver a flat-rate, high-standard service model across all stores to ensure uniform customer experience.
• Provide well-curated merchandise spanning pharmaceuticals, OTC, cosmetics, daily necessities, and health foods.
• Serve local communities with convenient access to health products and consultation services.
• Expand sustainably while maintaining service quality and staff training standards.

• Store network expansion and format diversification (urban, suburban, small-format, specialty counters).
• Private brand development and optimized assortment to increase margin and customer loyalty.
• Digital services integration (loyalty app, e-commerce, click-and-collect) to improve convenience.
• Employee training, pharmacist staffing, and clinic/consultation partnerships to strengthen service differentiation.

• Aggressive new-store and M&A strategy to reach broader convenience and healthcare access-contributing to the >2,100-store footprint.
• Rollout of private brand lines and optimized SKU assortments-supporting improved gross margin mix.
• Investment in digital loyalty and omnichannel services-driving repeat purchase rates and basket size.
• Enhanced pharmacist and staff deployment-improving customer satisfaction scores and service trust metrics.

Tsuruha Holdings Inc. (3391.T) - Vision Statement

• Customer-centric growth: expand measurable satisfaction and loyalty while scaling digital touchpoints.
• Innovation-led assortment: accelerate R&D and private-label development to capture health & beauty demand shifts.
• Ethical leadership: sustain rigorous compliance and transparent governance across all operations.
• Net-positive sustainability: reduce environmental footprint across stores, distribution and packaging.
• Community integration: deepen local partnerships to improve public health and environmental outcomes.
• Operational resilience: optimize inventory and logistics to maintain best-in-class service levels.

• Customer Satisfaction - Tsuruha Customer Care Program: 15% increase in positive customer reviews in 2023; target: +10% YoY through 2025 via enhanced CX and loyalty integration.
• Innovation - R&D: ¥3,000,000,000 allocated in 2023 (10% increase YoY); launched 150+ new health & beauty products in 2023; target: ¥3.5B and 200 products in 2025.
• Integrity - Compliance: 99.5% compliance rate with legal and ethical standards in 2023; whistleblower policy established in 2023 to strengthen reporting and remediation.
• Sustainability - Emissions & waste: 30% reduction in carbon emissions since 2020; 2023 packaging initiative cut plastic usage by 25% in packaging processes.
• Community Engagement - Local programs: supported 100+ local initiatives in 2023 focused on environmental conservation and community health.
• Operational Efficiency - Distribution & inventory: inventory turnover ≈ 8x/year vs industry average 6x; advanced distribution system reduced stockouts and improved shelf replenishment cadence.

• Tsuruha Customer Care Program: integrates in-store staff training, CRM-driven personalization, and post-purchase follow-up-contributed to the 15% uptick in positive reviews in 2023.
• R&D and assortment expansion: ¥3 billion R&D investment in 2023 funded private-label development, clinical partnerships, and rapid product iteration-over 150 SKUs introduced covering supplements, skincare, and OTC health.
• Governance and ethics: 99.5% compliance rate tracked via quarterly audits; the 2023 whistleblower policy includes third-party intake and guaranteed protections.
• Green operations: store retrofits, logistics optimization, and packaging redesigns delivered a 30% emissions reduction since 2020 and a 25% cut in plastic packaging in 2023.
• Local partnerships: sponsorship and program grants to 100+ initiatives improved community health screening access and environmental projects.
• Supply-chain optimization: automated distribution hubs and demand-sensing forecasting supported an inventory turnover near 8x, reducing working capital needs and improving fill rates.