Samsung. Competitividad empresarial

SAMSUNG

Content

Corporate Competitiviness 3

Improving Product quality 3

QUALITY PRIORITY MANAGEMENT: 3

1. Customer Centric 3

2. True to Basics 3

3. Professionalism 4

4. Quality Workmanship 4

5. Creating Customers for Life 4

LEADING QUALITY TECHNOLOGY MANAGEMENT 4

CUSTOMER SATISFACTION (CS) TALENT MANAGEMENT 4

CS QUALIFICATION RATE 4

5

EXCELLENT PROCESS 5

Customer Service & Communication 5

OVERSEAS SERVICE ACTIVITIES 5

EXPANSION OF SERVICE BASE 5

CUSTOMER SATISFACTION SURVEY 6

Engineer Training 6

VOC (VOICE OF CUSTOMER) 6

Introduction to ccms 7

IMPROVING PRODUCT SAFETY 7

CUSTOMER INFORMATION PROTECTION 8

Corporate Competitiviness

Corporate competitiveness in the era of global competition, begins from understanding its customers-knowing who they are, what they want, and how they are changing

In this regard, we are fully committed to understanding our customers across all functions from development and production to marketing and after-sales services, as well as to changing our thinking and working processes to serve them better with innovative products and services.

Improving Product quality

QUALITY PRIORITY MANAGEMENT:

Securing product quality is a priority task at Samsung Electronics. To promote quality awareness and instill this culture throughout our organization, we newly declared our Quality Vision and Quality Pledge in 2009. Under the slogan “Perfection in Quality beyond your Imagination,” the vision states that the company is “providing quality products which customers around the world can have faith in and take pride in, leading to ultimate satisfaction by fulfilling their immediate and potential needs.” And the pledge which is our commitment “We carry out our vision with an innovative spirit and by challenging ourselves”

In July 2009, we opened the “Quality Experience Center” at Suwon Plant where employees can take a firsthand look at product defects and understand customer grievances. The center is being utilized as a forum to reinforce employee mindset about the importance of quality and to reaffirm their commitment to making quality products

To this end, the company implemented the five-point Code of Conduct. They are “Customer centric” “True to basics”, “Professionalism”, “Quality workmanship” and “Creating customers for life.” Through quality accountability and prompt handling of customer demands, we will cultivate lifelong customer loyalty.

1. Customer Centric

We will value our customers’ needs and incorporate them into our products thereby increasing customer satisfaction.

2. True to Basics

We will abide by all rules and regulations recognizing that quality is our conscience and never a target for negotiation.

3. Professionalism

We will take full ownership of product quality with zero-defect-spirit.

4. Quality Workmanship

With the mind set that symbolizes perfection in quality we make premium products.

5. Creating Customers for Life

We create lifetime customers based on respect achieved through quick,

caring and accurate resolution of VOC.

LEADING QUALITY TECHNOLOGY MANAGEMENT

In an effort to detect and eliminate potential quality defects, we operate a reliability lab. Equipped with cutting-edge analysis equipment, the lab allows us to develop safe products from the initial development phase.

We also recruit homemakers and students to be part of an expert consumer panel to review and rate a product’s ease of use and emotions it involves.

CUSTOMER SATISFACTION (CS) TALENT MANAGEMENT

A vital component of quality improvement activities is fostering quality professionals.

Samsung Electronics offers systemized training programs to reinforce our quality competitiveness in the global marketplace.

Samsung Electronics is committed to improving competency of our overseas CS staff. Each overseas headquarters offers a Global Quality Leader Training Course to give employees the opportunity to develop their leadership capabilities in the area of customer satisfaction.

CS QUALIFICATION RATE

To ensure quality control staff at our overseas production sites receives effective and ongoing education, we offer focused training called the career path system. The training courses are classified by work year and function so that employees can continuously raise their individual competence to further drive CS innovation.

EXCELLENT PROCESS

At Samsung Electronics, all our new products under development must pass the demanding CS certifícate program in order to go into production. The program is designed to identify and address potential problems when applying new functions and designs at the development stage to ensure highest quality. Items for mandatory certification are identified at the development stage. The product can proceed to the next stage only after completing the quality assessment at each phase. The executive council conducts the final quality check.

Customer Service & Communication

OVERSEAS SERVICE ACTIVITIES

Samsung Electronics

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