Customer service management

CGPC uses product and sales opportunities, quality meetings, and its communication and service platform to understand customer needs and complaints in a timely manner, so as to maintain the Company's product reputation and ensure the effective operation of the quality management system. For the implementation of management of production and manufacturing processes, we offer education and training to help all employees understand quality standards, customer needs, raise questions when noticing issues, and follow standard operating procedures. Establish a system of machine and process engineers and carry out improvement projects. Implement management by wandering around and process quality audit, and carry out correction and follow-up in a timely manner to prevent the recurrence of exceptions.

Principle for handling Customer objections cases: For domestic orders, the dispute period starts from the date of customer's product acceptance and lasts for six months. For export and re-export orders, the dispute period starts from the container packing date and lasts one year. Timeframe for handling Customer objections cases: The general timeframe for handling regular cases is 20 working days. Urgent customer complaint cases have a limit of 5 working days. However, special or contentious cases may take up to 3 months for resolution.

In order to understand the customers' evaluation of various indicators and to strengthen the various services provided to customers, we have formulated the Customer Satisfaction Evaluation Measures. After analyzing the survey data, we formulate improvement measures to improve customer satisfaction.

Every year, we select customers who account for more than 80% of our total revenue or 80% of each of our operating regions' revenue, including a recommendation list (potential or newly developed customers) from the business unit, as survey participants, and conduct satisfaction survey through the Customer Satisfaction Survey sent by mail, fax or email. The evaluation items include "Service attitude," "Delivery schedule," "Quality status," "New products," "Countermeasure efforts," "Business cooperation" suggestions to our Company.

In 2023, the number of responses to surveys in which customers considered "Satisfied" or above accounted for 98.6% of the total number of survey responses, slightly lower than 2022 (99.7%). We will continue to make improvements. The 2023 results have met our control target (90%). For the results of each evaluation item, please refer to the radar chart.

Judging from the results of the “Customer Satisfaction Survey”, the slightly increased items of customer dissatisfaction are:“compliance with delivery time”,“quality status”,“compliance with new products”, and “countermeasure effort” (a total of 4 items). According to the analysis of the statistical results of customer complaints, the main reason is: There were 36 cases of processed products in 2023 compared to last year.

Our company has actively identified the problems customers are concerned about, and these have been discussed in the investigation report and management review and review meetings. Major issues on the “quality status” and “countermeasure effort” have been incorporated into the project for improvement. To maintain product quality, the Company has introduced (1) AI intelligent control: Finding the best program operation and making ongoing optimizations to optimize the process and stabilize product quality. (2) Online quality inspection: AOI automatic detection and automatic adjustment. (3) The CMMS system electronically manages and analyzes equipment information to implement maintenance management. (4) Each plant proposes a plan for equipment replacement.

In addition to the above improvement measures, in order to achieve sustainable development, we will continue to organize personnel education, training, and improvement proposal activities, hoping to help the improvement of “quality and delivery” to meet customer needs.

The quality of the pipe products manufactured by CGPC has always been well received. They all meet the CNS standard and have earned the honor of the national-level CNS mark. The Company's chemicals, such 45% sodium hydroxide solution and 32% hydrochloric acid, have obtained the food additive permit from the Ministry of Health and Welfare of the Executive Yuan, as well as the food industry health and safety management system verif ication (once every 3 years) from the China Grain Products Research & Development Institute. The flow and traceability of the products sold can comply with government laws and regulations and are declared on relevant websites, showing the Company's dedication to food safety.

We keep our promise to customers and are committed to the maintenance and efficient operation of the quality management system. Based on the development strategy and market conditions, we have established business policies, quality policies, quality goals, product realization, production management, customer services and other plans to serve as the basis for each department to implement the quality management process and the framework for achieving continuous improvement. The monthly managerial officers' meetings review the results, and the management review meetings also report the implementation results.

The protection of customers and confidential information has always been part of our mission. The protection of sensitive information is related to our long-term growth and sustainable competitiveness. Therefore, we have referred to the General Data Protection Regulation (GDPR) for the process, storage and privacy of handling personal data to protect customer data.There were no incidents of customer privacy breaches or data leaks in 2023.

Regarding the use of data, we reinforce the authority control and separate the test and the actual operating environment, and mask and restrict the personal data fields of each to be read in order to achieve the protection of personal data. We continue to reinforce the restriction on the use of USB or portable storage devices and abnormal data access.，Starting from 2021, we have implemented the Endpoint Security Protection System to prevent data loss due to human negligence. Furthermore, the group implemented Multi-Factor Authentication (MFA) for our email system as an additional layer of identity verification, enhancing the security level by requiring a second form of authentication, in addition to the traditional username and password.

Based on these management systems, we specifically state the rules that employees need to follow in their daily operating procedures, and add equipment control: USB Portable Storage Device Control. Establish secure trading platforms such as the customer order inquiry network and incorporate the use of encrypted security certificate to prevent the occurrence of fraud incidents caused by tampered emails due to interception. Strict authorization control strategy and process for customer data, further reducing the risk of leakage of customers' confidential information.