Customer Service and Satisfaction
Customer Service
LITE-ON corporation is the world leading electronic and optoelectronic components manufacture and covers multitude of industries ranging from communications, computer to consumer electronic industries. Customer satisfaction is our core value and we vigorously strive to produce high quality products and satisfy our Customers’ need. Every LITE-ON’s business unit has CFT (Cross Function Team) which is a service team dedicated to single Customer, dealing with business transaction, research and design, quality, delivery, cost and customer service etc… More importantly, effectively providing complete and accurate solutions to the consumers is our top priority. Besides enhancing product design service and technical team, standard operating procedure (SOP) is implemented for each product and strictly enforced in order to cover specific design process and meet each Customer’s requirements and needs. For the sake of providing the need for on time delivery, LITE-ON has established an e-system infrastructure specifically for completing several tasks such as procurement, shipment, transportation and cash flow. And, based on electronic information management, the e-system can be incorporated with external suppliers and create an information sharing platform for interaction between customers and banks, ensuring that management information is accurate and instant, and the goods can be delivered on time. Besides, in order to make technical support more accessible to the Customers, LITE-ON has numerous plants around the world to be in a better position to satisfy Customers’ needs.
Quality Commitment
Our quality commitment consists of listening to customers, and understanding customers' real needs, transforming the needs to CTQ (Critical To Quality), and strengthening Quality Control (QC), in order to achieve the maximum customer satisfaction. At LITE-ON, 6Sigma implementation is one of the important quality management strategies. 6 Sigma improvements are intensively linked up with the business units' operational performance targets, and become LITE-ON's corporate culture for quality improvement.
Our quality improvement motivation is derived from the following actions and efforts:
- Top management's commitment, support and leadership
- Customer-oriented management and customer relationship management
- Continuous improvement
- Process management and quality information management and application
- Employees training and development
- Product/service design and quality management
- Benchmark learning and re-engineering
- Implementation of process QC to achieve zero defects
- Transformation of employee awareness and behavior, and establishment and maintenance of corporate quality culture.
Meanwhile, these improvement activities shall also been extend to our suppliers to keep the supply chains in line with each other in the quality improvement activities and generate the maximum quality improvement results.
From prototyping to shipment, LITE-ON ensures quality in each of the following stages:
- Prototyping
- Material verification and control
- Verification and optimization of designs and equipment
- Verification and optimization of production procedures
- Mass production
- Shipment
Over the course of quality improvement, LITE-ON involves the mass production team early in the product introduction stage and implements stringent supplier management as well as model lines to ensure that product quality can be replicated consistently and rapidly in large volumes.
In order to strengthen organizational learning and statistical analysis, while boosting quality awareness, the company implements 6 Sigma activities and provides quality management training classes, including green belt (GB) and black belt (BB) training. The company ensures that employees understand how to use tools and actively take part in improvement projects. Only continuous employee learning and self-improvement can ensure ongoing quality improvement. In addition, a best practice benchmark system is adopted in conjunction with meetings and competitions to ensure that employees at all plants can share, learn, and quickly replicate best practices.
In addition to launching 6 Sigma, all of LITE-ON's business units have passed ISO 9001 and ISO 14001 certification. They apply the PDCA cycle thoroughly in everything they do to simplify and rationalize work procedures. All policies, strategies and methodologies have been devised to satisfy the three ultimate desires of customers: Perfect, Free, and Now. These are also LITE-ON's three main commitments to customers regarding quality improvements.
Customer Satisfaction
"Customer Satisfaction" has always been LITE-ON's top priority. Everything we do in our business is to maximize the values for our customers, and we constantly motivate ourselves to perform to customers' demands and satisfaction. Understanding and analyzing customers' satisfaction is one of the important ways we adopt to continually improve our product quality and service procedures and implement new systems to further satisfy our customer's needs.
LITE-ON’s every business unit regularly (quarter, semi-annual and annual) collects major customers’ satisfaction surveys and score cards based on our performance. The survey questions include: quality, cost, delivery, service, technology, information response and every level of procedure. Every business unit will develop improvement plans according to the results and expect to implement a better performance indicator. Each year, LITE-ON sends out customer satisfaction surveys to every major customer as a way to search for annual improvement directions. The plants, at the same time, collect Lesson Learnt and feedback from the customers. customers regularly or randomly attend to various plants and grade their management performance based on mutual agreement which is also an important improvement aspect of customer satisfaction.
Below are the results of a customer satisfaction survey conducted by LITE-ON's Power System Business Group on 7 main customers in 2016:
Note: main customers are defined as customer groups that collectively account for 70% of revenues of the power system business group
2016 年度客户满意度调查结果，整体满意为94%。在5 分为满分的五分位评分情形下，客户平均整体得分为4.7 分。其中，整体评分4.5 分( 含) 以上客户共有6 家占85.7%、评分介于4.5 分( 不含) 至4.0 分( 含) 之间之客户有1 家占14.3%，本次无评分小于4.0 分之评比结果。
LITE-ON further analyzed how customers had responded individually to each area of concern, and has proposed improvement plans to raise customer satisfaction to desired targets.
Policy on Customer Privacy
While striving to improve customer service, we also emphasize respect for customers’ privacy and intellectual property rights. To protect their confidential information, we enter into NDA (nondisclosure agreement) with customers, and make sure that all employees maintain customer confidentiality when performing their duties. In 2016, none of our activities violated customer privacy or injured customers’ interests and rights due to loss of customers’ data.
Regulations Compliance
LITE-ON is committed to following all the global regulations and business ethics according to operational regions, including: equal competition, service safety, proving customers product, complying with all the labor laws and practice, human rights, international criteria and copyright, moreover, company founding and every form of intellectual property. More importantly, LITE-ON truly respects for the cultures and traditions of local operational regions.
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