Professional Documents
Culture Documents
Vision
Perfection in Quality beyond your Imagination
Providing quality products which customers around the world can have faith in and take pride in leading to ultimate satisfaction through fulfilling their immediate and potential needs.
Also in operation is a global standards compatibility lab to address expanding product compatibility and prevent related problems.
Compatibility lab
76
(Unit: %)
98.3
94.7
For details on Quality Certification System, please refer to last years Report.
Samsung Electronics is committed to improving competency of our overseas CS staff. Each overseas headquarters offers a Global Quality Leader Training Course to give employees the opportunity to develop their leadership capabilities in the area of customer satisfaction. To ensure quality control staff at our overseas production sites receives effective and ongoing education, we offer focused training called the career path system. The training courses are classified by work year and function so that employees can continuously raise their individual competence to further drive CS innovation.
Excellent Process
At Samsung Electronics, all our new products under development must pass the demanding CS certificate program in order to go into production. The program is designed to identify and address potential problems when applying new functions and designs at the development stage to ensure highest quality. Items for mandatory certification are identified at the development stage. The product can proceed to the next stage only after completing the quality assessment at each phase. The executive council conducts the final quality check.
92.8
90.1
2007
86.7
2008
2009
77
Sales Service
Samsung Electronics sales outlets serve as an informed product manager that offers best possible product solutions for customers. For greater customer satisfaction, we have also implemented an innovative customer management platform that provides services like membership card, bonus point accumulation, and three-year warranty on major products. We have also upgraded Samsung Electronics website to improve ease of use.
78
Respond to customer
Korea VOC staff of Samsung Electronics Service Overseas VOC staff per overseas subsidiary
Decide on response
As a global company, I believe Samsung Electronics is offering exceptional customer support through its friendly staff and effective after sale service system.
overseas customer (service center visitor)
Interview
Wang Liang
In terms of design, I think Samsung Electronics cell phones, TVs and refrigerators are very refined and beautiful. They are also very high in quality with wide ranging innovative features. However, they are not very easy to use and cell phones, while they look great, are not very durable. I am happy with Samsung Electronics overall customer service. As a global company, I believe Samsung Electronics is offering exceptional
customer support through its friendly staff and effective after sale service system. From a customers perspective, I think more prompt response will make the service perfect. I hope Samsung Electronics contributes to protecting the environment and making peoples lives more convenient by developing eco-friendly and quality innovative products.
79