Quality Management/Customer Relationship Management

Customers are crucial stakeholders for our company and are direct buyers or users of Everlight products, which are widely used in various fields including textiles, leather, plastics, coatings, optoelectronics, semiconductors, healthcare, automotive and electronics. ‘Customer First’ is one of the core values of our brand. We support our customers by providing high-quality products, services and technical support to help them succeed.

Since the establishment of a new subsidiary in Vietnam in 1994, all our products at each operational site have consistently maintained 100% ISO 9001 certification, integrating quality requirements into daily management practices. Additionally, locations serving the automotive supply chain are 100% certified under the IATF 16949 international quality management system. Everlight adheres to a quality policy of ‘Caring for Customers, Creating Value’ and implements PDCA management cycle, internal audits and management reviews to ensure the effective use of the quality management system.

▍Management Indicators and Goals of Quality Management System

Contact and visit customers regularly and frequently to maintain a warm relationship.

Share company status, breakthrough product developments, and awards with customers to strengthen their confidence.

Arrange senior executives to visit as needed to make customers feel valued.

Listen to customer feedback, promptly identify and resolve their issues and needs.

Provide competitive products and services to help customers transform and upgrade, and increase profit opportunities.

Offer customized solutions to meet customer needs and achieve for a win-win situation.

▍Communication Channels and Frequency

Once a year

Customer satisfaction survey

Irregular

Customer visits or audits

Once a year

Agent Conference

Year-round

Company website, phone or email communications

▍2023 Implementation Results and Specific Actions

Passed audit verifications by customers/brands

0 points
An overall customer satisfaction score
0 points or above
Achieved communication frequency and targets.

▍2023 Specific Actions

  • Agency Conferences: Each business unit holds an annual agent meeting every year to arrange customer visits.

  • Audit Verifications: Successfully passed various client audits.
    Including providing ESG supporting data, and accepting factory inspections by third-party verification agencies like TUV & DNV.

  • Meet Customer Needs: We will continue to strive to meet customer demands and create shared value.