Complaint Mechanism and Handling
Unimicron pays considerable attention to the opinions given by our customers. We view customer
complaints and comments as opportunities to assist us in continuous improvement. Thus, Unimicron has
built a complete mechanism to ensure the effective communication, processing and response of customer
complaints and opinions through a comprehensive, systematic and standardized processing procedure, in
order to protect customer rights and interests.
Customer Complaint Response Process
Unimicron categorized customer complaints into three types - “Critical”, “Major” and “Minor” - based on
their severity level, with which the cases are reported, handled and have their progress tracked
accordingly. It is expected that all complaints can be handled and responded to properly, with the most
efficient use and allocation of resources.
|
Notification Levels
|
Prossing Levels
|
Tracking Frequency
|
|
Notification and Management Mechanism of Customer
Complaints
|
|
Critical
|
CEO
|
VIP(Executive President / SBU
President/ Vice President)
|
Report progress to the highest level
twice a week
|
|
Major
|
Vice President
|
Plant Director/ Responsibility
(Manager/ Deputy Manager)
|
Each factory quality assurance unit
tracks the progress of customer complaints daily
|
|
Minor
|
Plant Director
|
Responsibility Manager, Deputy
Manager
|
Explanation for 2021 Customer Complaint
|
Description
|
Improvements
|
|
PCB SBU
|
After the improvement made in the
plants and the timely reply and solution before the customer's requested deadline,
all the cases have been closed and there have been no recurrences.
|
|
In 2020, Unimicron received 233
“Critical” and “Major” customer complaints about PCB products, 31 cases more than
the previous year. The main reason for the decrease in customer complaints was the
problem of abnormal functions, which increased by 46 cases compared with 2020.
|
|
Carrier SBU
|
|
The case of customer complaints
decreased significantly mainly due to a decrease in shipments affected by the
October 28, 2020 incident. 231 complaints about appearance issues in 2021 fewer than
in the previous year. In addition, the problems of dimensional and functional have
been reduced by the continuous improvement in the factory, which is 115 cases less
than that of 2020.
|
2021 PCB SBU Critical and Major Customer Complaint Statistics
