Management Approach
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Policy
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Commitment
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Division
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Resources Invested
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Grievance Mechanism
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Goals
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Actions
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Other Response Measures
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Three principles of quality policy: customer
orientation, dedication to quality, and continuous breakthrough
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Jointly commit towards sustainability
to create common prosperity
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Customer Service
Implementation Officer
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• Semi-annual customer satisfaction survey
• Irregular CSR/RBA audits by customers
• Quarterly Non-disclosure agreement (NDA) as required by the client
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• Complaints Line
• Complaints Mailbox
• Communication software
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• Number of critical deficiencies in CSR/RBA audit: 0
• Number of customer privacy violations: 0
• Average customer satisfaction score of PCB SBU> 3.5 points, Average customer
satisfaction score of Carrier SBU> 3 points
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• Compliance with CSR regulations: Reduce critical deficiencies in customer
CSR/RBA audits
• Strict compliance with customer privacy requirements: No case of customer
complaints due to an infringement of customer privacy or loss of customer
information
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Reply of major deficiencies &
confirmation of improvement effects
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Customer Services
As a world-class supplier of the PCB and Carrier industry, Unimicron’s customers are located all over
the world. The goal of Unimicron is to become the best business partner for our customers, and we are
committed to technological innovation and providing the best products. Unimicron uses several
communication channels and actively communicates to understand customers’ needs. We are committed to
providing perfect services and establishing a relationship of customer satisfaction and trust.
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Regular Communication
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• Setting up a customer service contact point and a customer service VIP team
(leaders are plant general managers, conducting weekly customer feedback
discussions), quarterly meetings, regular visits, and occasional contacts
• The issues of customer concern include Product quality/HSF quality and service,
technology, price, delivery date, and ESG
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Communicating ESG Issues
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• Communicating ideas and practical experiences through the opportunities of
customer-to-factory audit and communication
• Guiding customers to inspect Unimicron’s plant equipment, and communicate with
customers about management systems and measures to let them understand Unimicron’s
effort regarding ESG issues
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Customer Service Management
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Customer Satisfaction Survey
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VIP Customer Service Team Member
Evaluation
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Customer Satisfaction Survey
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Customer Complaint Management
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PCB SBU
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We fully understand and satisfy the
needs and expectations of our customers through customer satisfaction surveys, as a
way to improve service/HSF quality, and as a basis to adjust the Company’s business
strategy and development direction
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The leader of each department of the
VIP customer service team needs to regularly evaluate and review the skills of
members, and educate or adjust the members’ abilities to reach the requirements and
improve the service and competitiveness of the VIP customer service team
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To enhance our customer service, we
conduct immediate investigations on the problems raised when using our products and
take appropriate measures to improve satisfaction with our products and services
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To provide fast, efficient and
thoughtful service to customers, and with the hopes of improving customer
satisfaction and loyalty, this procedure is implemented for various types of
services
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Customer Complaint Management
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Customer Service Management
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Sales Return
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Carrier SBU
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We keep tabs on customer needs and
market trends based on customer satisfaction surveys, as a way to improve service
quality and as a basis to adjust the Company’s business strategy and development
direction
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Establish customer complaint
classification corresponding to the management procedures of the plant-managing unit
to reduce customer complaints and provide timely responses to improve customer
satisfaction, at the same time, continuously improving quality to meet customer
needs
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To provide customers with complete
services by clearly and effectively handling customer’s returns
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Satisfaction Survey
In order to understand customer needs and provide quality services, Unimicron actively conducts customer
satisfaction surveys every year, and based on customer satisfaction survey results, we keep tabs on
customer needs and market trends, as a way to improve service quality and as a basis to adjust the
Company’s business strategy and development direction. To truly grasp customer expectations, the plants
in Taiwan, South China, and East China conduct customer satisfaction evaluations for VIP customers every
6 months and important customers every year. The survey items include price, delivery date, technology,
quality, HSF quality, customer service, etc. Customer satisfaction is scored on a 5-point scale. If an
item of the PCB (HDI and FPC) scores an average below 3.5 (target value) and the Carrier scores an
average below 3.
Customer Satisfaction
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Type
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2018
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2019
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2020
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2021
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PCB SBU(Including HDI and FPC)
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4.46
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4.46
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4.51
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4.56
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Carrier SBU
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3.91
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3.79
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3.65
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3.87
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Explanation for 2021 Customer Satisfaction
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Difference in scores from the
previous year
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Description
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Improvement Plan
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Customer Satisfaction of PCB SBU
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+0.05
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• Meet customer needs for technical services of important products
• Meet customer's demand for quality improvement
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Continue to maintain good
communication with customers on new technologies and respond to customers' related
needs immediately
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Customer Satisfaction of Carrier SBU
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+0.22
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• Meet customer's demand for delivery time
• Meet customer's demand for HSF quality
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Not only Continuously explain market
conditions and Company strategies but also provide relevant plans and suggestions to
customers
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To improve customer services, in addition to the results of the customer satisfaction survey, we shall,
after summarization and analysis of the customer Quarterly Business Review (QBR) score sheets, discuss
the improvement plan and the promotion of relevant response measures in the meeting. These shall be
included in the relevant departments’ performance management indicators to refine standards for each
service, build competitive advantages, and win the trust of customers.
The protection of customers’ intellectual property rights and business information is the focus of our
business and business ethics management. In addition, to protect the privacy of customers and personal
information, Unimicron adheres to the relevant regulations of the Information Security Policy and has
implemented specific management programs such as terminal computer management, data center management,
anti-virus and anti-hacking management, education and training, and network security system management.
Unimicron has not been complained by customers for infringement of customer privacy or loss of customer
information in 2021.
• Strengthen quality stability, and reduce batch scrap rate
• Overall improvement of VIP customer/strategic customer QBR (Q/C/D/S/T) satisfaction
indicator
• Improve the width and depth of engineering change management and reduce the number of customer
complaints or A-level NCNs caused by change failure
• Effectively operate the One-stop Quality Assurance PDCA to eradicate customer complaints above
“Major” (inclusive) matters
