Customer Service and Satisfaction |
"Customer Satisfaction" is one of the important bases of product and service improvement for LITEON. Understanding and analyzing customer satisfaction is one of the important ways for LITEON to continually improve its product quality and service procedures and implement new systems to further satisfy customers' needs. Building on scores of regular customer evaluations and audits as well as results of the quality management system, LITEON sends customer satisfaction surveys to large customers every year. Survey results are used to make improvement plans. In addition, improvement of customer evaluation scores is also made one of the performance indicators for certain departments as appropriate. A customer satisfaction score below 4 will require the responsible departments propose improvement measures. The sales department will track the progress in improvement, which should be completed on time to ensure satisfied customers.
Our quality commitment consists of listening to customers, and understanding customers' real needs, transforming the needs to CTQ (Critical To Quality), and strengthening Quality Control (QC), to achieve maximum customer satisfaction. At LITEON, 6Sigma implementation is one of the important quality management strategies. 6 Sigma improvements are intensively linked up with the business units' operational performance targets, and become LITEON's corporate culture for quality improvement.
Meanwhile, these improvement activities shall also be extended to our suppliers to keep the supply chains in line with each other in the quality improvement activities and generate the maximum quality improvement results.
Over the course of quality improvement, LITEON involves the mass production team early in the product introduction stage and implements stringent supplier management as well as model lines to ensure that product quality can be replicated consistently and rapidly in large volumes.
In order to strengthen organizational learning and statistical analysis, while boosting quality awareness, the company implements 6 Sigma activities and provides quality management training classes, including green belt (GB) and black belt (BB) training. The company ensures that employees understand how to use tools and actively take part in improvement projects. Only continuous employee learning and self-improvement can ensure ongoing quality improvement. In addition, a best practice benchmark system is adopted in conjunction with meetings and competitions to ensure that employees at all plants can share, learn, and quickly replicate best practices.
In addition to launching 6 Sigma, all of LITEON's business units have passed ISO 9001 and ISO 14001 certification. They apply the PDCA cycle thoroughly in everything they do to simplify and rationalize work procedures. All policies, strategies and methodologies have been devised to satisfy the three ultimate desires of customers: Perfect, Free, and Now. These are also LITEON's three main commitments to customers regarding quality improvements.
LITEON is committed to complying with international health and safety regulations, customers' safety requirements, and recommendations for improvement by safety certification agencies over the years. The company combines the rules and makes health and safety part of the considerations for product design, production, and distribution for better management. The company also provides customers and users with products that can be safely used. LITEON follows a product safety management process that begins as early as in the product development stage so to comply with international safety regulations and customers' safety requirements. The design serves also to avoid rework and waste of money and labor. In 2022, LITEON received no customer complaint regarding health and safety regulations for products and services. For more information please go to Occupational Health and Safety.
