Quality & Customer Relationship Management
Customers are key stakeholders for the Company, spanning diverse industries including textiles, leather, plastics, coatings, optoelectronics, semiconductors, healthcare, automotive, and electronics. Upholding the brand value of “Customer First,” the Company is committed to supporting customers’ success with high-quality products, services, and technical support.
▍Quality Management
Except for the newly established Everlight Vietnam subsidiary, all operational sites across the company have achieved and continuously maintained 100% ISO 9001 certification since 1994, with quality management requirements fully integrated into daily operations.
Additionally, all sales and production sites supplying products to the automotive supply chain have achieved 100% certification to the IATF 16949 international quality management system.
The company incorporates the principle of “Caring for Customers and Creating Value Together” into its quality policy and implements the following strategies:
- Listening to customers to understand their true needs.
- Developing innovative products to enhance customer value.
- Providing professional services to solve customer problems.
- Continuously improving processes through fact-based analysis.
- Managing hazardous substances and producing green products.
▍Customer Relationship Management
The company has established and operates the “Customer Communication Procedure” to ensure that customer needs, feedback, complaints, and related matters are effectively managed in order to enhance customer satisfaction. Communication with customers covers all stages – pre-sales, during sales, and post-sales – including application technical support, product safety information communication, chemical registration, end-of-life management of products and packaging, as well as handling customer complaints and feedback.
Within the Customer Relationship Management Process, customer satisfaction is also set as a key management indicator.
Efforts to strengthen customer relationships and enhance customer satisfaction are made through the following measures:
- Regular and frequent engagement with customers to maintain strong relationships.
- Sharing updates on company developments, breakthrough product innovations, and awards to boost customer confidence.
- Arranging senior management visits to show customers they are valued.
- Actively listening to customer feedback to promptly identify and address issues and needs.
- Providing practical services and competitive products to support customer upgrades and profitability.
- Offering customized solutions to meet customer needs and achieve win-win outcomes.
▍2024 Implementation Results & Key Actions
Passed audit verifications by customers/brands
▍Management Indicators and Goals
Under our quality management policy, emphasis is placed on customer satisfaction, product quality, and the contribution of new products. Accordingly, the following management indicators have been established: