Customer relation

Customer relationship management policy description

Policy Provide customers with excellent quality, reasonable prices, and competitive delivery and service for their satisfaction.
Commitment Jointly commit towards sustainability to create common prosperity
Responsible unit PCB CSR customer service staff
Resources invested Sales Department / Factory Manufacturing Department / Factory Product Department / Factory Quality Management / Customer Service Department / HR / Environmental Safety / CSR
Complaint mechanism Telephone E-MAIL Communication Software
Goals Carrier goals/ PCB goals
1. Number of critical deficiencies in CSR/RBA audit: 0
2. Number of customer privacy violations: 0
Action plans 1. Compliance with CSR regulations: Reduce critical deficiencies in customer CSR/ RBA audits
2. Strict compliance with customer privacy requirements: No cases of customer complaints due to an infringement of customer privacy or loss of customer information
Other measures Response to major deficiencies and confirmation of improvement efficiency

Customer services

Satisfaction survey

Satisfaction statistics of PCB customers

Item 1st half of 2016 2nd half of 2016 1st half of 2017 2nd half of 2017 1st half of 2018 2nd half of 2018
Questionnaire A Price 4.11 4.10 4.28 4.33 4.33 4.2
Delivery date 4.63 4.62 4.63 4.64 4.4 4.49
Service 4.32 4.34 4.45 4.54 4.5 4.5
Questionnaire B HSF / Quality 4.56 4.58 4.70 4.63 4.52 4.56
Technology 4.49 4.54 4.51 4.56 4.54 4.57
Total 4.43 4.53 4.46

万象棋牌真人百家乐 www.aulqc.club Customer Satisfaction Questionnaire (A): Items include price, delivery date, communication and service. Sales personnel is responsible for providing the survey to the procurement contact point for input into the system.
Customer Satisfaction Questionnaire (B): Items include technology and quality / HSF quality. Customer service is responsible for providing the survey to MQE, SQE, IQC, CTE, and SQA for input into the system

Description of the decline in level of satisfaction for 2018

Item 2017 differences Description Improvement measures
Delivery date -0.19 Abnormal quality/appearance affected shipment delivery date Improve ability training for identifying abnormalities by automated visual inspection (AVI) and verified & repaired station (VRS) personnel.
HSF / Quality -0.13 Abnormal quality/appearance and package barcode 1. Appearance: Improve ability training for identifying abnormalities by verified & repaired station (VRS) personnel. 1. Package barcode: The Information Communication Technology Division Department (ICT) uses project integration to unify operations and program control and prevent packaging personnel from inputting mistaken settings.

Satisfaction statistics of carrier customers

Item 1st half of 2016 2nd half of 2016 1st half of 2017 2nd half of 2017 1st half of 2018 2nd half of 2018
Questionnaire A Delivery date 3.9 3.44 3.77 4.2 3.7 3.97
Technology 4.02 3.83 4.07 4.1 3.9 3.92
Price 3.33 3.2 3.43 3.5 3.58 3.76
Questionnaire B HSF 4 4.3 4.06 4.5 4.23 4.25
Service 3.72 3.96 3.96 3.89 4.12 4.18
Quality 3.66 3.66 3.67 3.22 3.79 3.6
Total 3.75 3.9 3.91

Customer Satisfaction Questionnaire (A): Items include price, delivery date, and technology. Sales personnel is responsible for sending the questionnaire to the customers’ procurement contact point
Customer Satisfaction Questionnaire (B): Items include quality / HSF quality and customer service. Customer service is responsible for sending the questionnaire to the customers’ IQA contact point

PCB and carrier satisfaction levels over the years

Complaint mechanism and handling

Unimicron pays considerable attention to the opinions given by our customers. We view customer complaints and comments as opportunities to assist us in continuous improvement. Thus, Unimicron has built a complete mechanism to ensure the effective communication, processing and response of customer complaints and opinions through a comprehensive, systematic and standardized processing procedure, in order to protect customer rights and interests.

The main reason for these customer complaints consisted in functional problems. After the improvement made in the plants and the timely reply and solution before the customer's requested deadline, all the cases have been closed and there have been no recurrences. In 2018, Unimicron received a total of 382 “Critical” and “Major” customer complaints for carrier products, 33 cases less than the previous year. Among them, the dimension problem has been reduced the most, with a decrease of 26 cases, which is mainly due to the integration of the measurement systems within and between plants in 2018 to ensure detection consistency of measuring instruments.

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