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Samsung SDI



Sustainability

  • Value & SystemValue & System

    • For SustainabilityFor Sustainability

    • ValueValue

    • Paradigm for SustainabilityParadigm for Sustainability

    • Hope and ChallengesHope and Challenges

    • GovernanceGovernance

    • Risk ManagementRisk Management

    • Ethical ManagementEthical Management

  • Interest Group ParticipationInterest Group Participation

    • SDI & StakeholdersSDI & Stakeholders

    • Stockholders & InverstorsStockholders & Inverstors

    • CustomersCustomers

    • EmployeesEmployees

    • SuppliersSuppliers

    • CommunitiesCommunities

    • Stakeholders EtcStakeholders Etc

  • Climate Changes & EnvironmentClimate Changes & Environment

    • Eco-value CreationEco-value Creation

    • Environmental Management SystemEnvironmental Management System

    • Supply Chain Environmental ManagementSupply Chain Environmental Management

    • Cleaner ProductionCleaner Production

    • Environmentally Conscious DesignEnvironmentally Conscious Design

    • Green CommunicationGreen Communication

    • Environmental Status by SiteEnvironmental Status by Site

  • Results & ReportsResults & Reports

    • Performance IndexesPerformance Indexes

    • CasesCases

    • AwardsAwards

    • Sustainability Report Sustainability Report

    • Listening to youListening to you

  • Sustainability report
  • 6년 연속 DJSI 선정

Customers

VOC(Voice of Customer) system

To provide best quality product and service, you have to know what customers want. Samsung SDI runs the VOC system, which enables Samsung SDI to listen to customers voices and support what they want.
The process goes from VOC registration, to quick response, to action, to solution, to confirmation, and to happy call. All VOCs are responded within 24 hours. When a problem is resolved, the relevant customer agent confirms customer satisfaction and manages it. This is what is called Happy Call. .

VOC system

VOC system

VOC Classification

Customers voices are named Total VOC. Different VOCs are classified into six for management

Specification
Q-VOC Customer complaints/requests on products and services
S-VOC Sales related customer complaints and requests
Improvement/cooperation items of sales dept.
P-VOC Suppliers’ complaints and requests regarding
parts/material procurement
Improvement/cooperation items of procurement dept.
T-VOC Customers’ technical complaints/requests regarding quality
Improvement/cooperation items regarding R&D/technologies
M-VOC Requests from external organizations, media,
And overseas companies for cooperation
SM-VOC Complaints/requests regarding regulations on
Environment friendly/hazardous materials
Improvement/requests regarding environment