Complaint Mechanism and Handling
Unimicron's PCB SBU and Carrier SBU categorize customer complaints into three levels: Critical, Major, and Minor. Subtron Technology classifies them into Major and Minor. Each complaint's notification, handling level, and tracking frequency are defined based on its classification to ensure efficient management and response, optimizing resource use. In 2023, we achieved a 100% response rate to all customer complaints.
1 Complaint Acceptance and Handling
2 Situation Monitoring and Response
3 Analysis and Improvement of Complaints
4 Submit Anomaly Correction Report
5 Performance Follow up and Data Management
Customer Complaint Notification and Management
| Type | Definition | Notification Levels | Processing Levels | Tracking Frequency |
|---|
| Critical | - Violation of customer HSF quality standards and items listed in WEEE and RoHS, regardless of the amount of loss
- Quality incidents reported by the customer, with losses of NT$5 million
| Chairperson CEO | VIP (Executive President / SBU President/ Vice President) | Report progress to the highest level twice a week |
|---|
| Major | - Quality incidents reported by customers, affecting product function/reliability
| Vice President | Plant Director/Manager/Deputy Manager | The quality unit in each plant tracks customer complaints daily |
|---|
| Minor | - Quality incidents reported by customers, no affecting product function/reliability
| Plant Director | Responsibility Manager, Deputy Manager | The quality unit in each plant tracks customer complaints daily |
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Note: Major customer complaints related to the subsidiary, Subtron Technology, are classified as "Critical" and "Major" in this table.
Explanation for 2023 Customer Complaint
| Site | Cases | Description | Improvements |
|---|
| PCB SBU | There were 130 critical and major customer complaint cases, down 33 from 2022 (163 cases) | Mainly due to functional abnormalities, reduced by 31 cases compared to 2022 | - Continuous quality improvement and immediate corrective actions in response to customer concerns
- All issues have been resolved, and there have been no recurrences
|
|---|
| Carrier SBU | There were 85 critical and major customer complaint cases, down 14 cases from 2022 (99 cases) | Mainly due to functional abnormalities, reduced by 13 cases compared to 2022 | - Forming a special team to address high-frequency VIP customer complaints
- Implement effective countermeasures and Best-Known Methods at each plant
|
|---|
| Subtron Technology | There were 14 major customer complaint cases, one less than the 15 cases in 2022 | Mainly functional and appearance abnormalities, which were 12 cases same as in 2022 | - Establish a project team for major complaints to resolve complaints and manage improvements through cross-departmental teamwork
- Regularly review customer complaint cases and implement strategy, SOP, quality management plans, failure mode and effect analysis, document revisions, and training
|
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2023 Customer Complaint Issues
(Unit: Cases)
Customer Complaint Trend
(Unit: Cases)
PCB SBU
PCB SBU
Carrier SBU
Carrier SBU
Subtron Technology
Subtron Technology
