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.
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. 100% response to customer complaints received in 2022.
Type | Definition | Notification Levels | Processing Levels | Tracking Frequency |
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Critical |
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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/Responsibility (Manager/ Deputy Manager) | Each factory quality assurance unit tracks the progress of customer complaints daily |
Minor | Quality incidents reported by customers, no affecting product function/reliability | Plant Director | Responsibility Manager, Deputy Manager | Each factory quality assurance unit tracks the progress of customer complaints daily |
SBU | Description | Improvements |
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PCB SBU | In 2022, the PCB SBU received 163 complaints of Critical and Major, decreasing 70 cases compared to 2021 (233 cases), and there were caused by functional and dimensional abnormalities (decreasing 63 cases compared to 2021). |
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Carrier SBU | In 2022, Carrier SBU received 99 complaints of Critical and Major, decreasing 47 cases compared to 2021 (146 cases), and there were caused by Functional and Dimensional abnormalities (decreasing 37 cases compared to 2021). |
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