As each customer is assigned an exclusive staff member, we can keep closer to and completely capture customer needs. Additionally, we have established four overseas locations in target markets including Detroit in the USA, Düsseldorf and Loßburg in Germany, and Coventry in the UK; and seven overseas warehouses in Detroit and South Carolina, and Alabama of the USA; Rotterdam of the Netherlands; Loßburg of Germany, Coventry of the UK, and Melbourne of Australia maintain distributor and customer relationships. By hiring relevant personnel of the original automakers under the localization strategy, we solve problems in cultural difference and international management to progressively achieve market and channel internationalization.
We have established the “Customer Satisfaction Survey SOP” for the customer service department to periodically consolidate the customer scorecards for scoring our performance in quality, cost, delivery time, and service. We also activate the “Customer Complaint Handling Process” to handle abnormal customer satisfaction. A task force will find out the true causes and proposes appropriate improvement plans to ensure that products and services meet the customer requirements.
Our supply chain management covers suppliers of raw materials, machinery and equipment, and engineering. By requesting suppliers to sign the Statement of Conflict-Free Minerals, we eliminate using conflict minerals in production by enhancing supply chain management and effectively screening and tracing materials sources. Materials with doubts of conflict minerals will not be considered.
Setting sustainable operations as the principle, we maintain close cooperation with the supply chain to achieve mutual assistance for mutual benefits and sustainable business growth. Except for purchasing bulk aluminum raw materials overseas, we prioritize procurement for local suppliers. Apart from shortening the lead-time for materials procurement, this policy can enhance production efficiency, reduce carbon emissions, support local economic stability, and increase local job opportunities.
We request suppliers to comply with the sustainability standards with the “Supplier Code of Conduct,” with focus on issues including human rights (including child labor and voluntary labor), employment measures (including non-harassment, non-discrimination, wages and benefits, health and safety, freedom of speech and association), environment, anti-corruption, and business integrity.
Our Supplier Audit and Control Procedure stipulates that the Supplier Code of Conduct audit is implemented on suppliers and contractors to ensure if their suppliers also comply with the Supplier Code of Conduct and maintain a high level of business ethics, social and environmental responsibilities to support our CSR engagement. Our auditors implement supplier audits according to the relevant procedures and fill the results in the “Supplier Code of Conduct Audit Report.”
We are committed to ensuring that supplier selection and evaluation are more than simply economic performance. Out of our concerns about human rights, labor standards, business ethics, environmental protection, and safety, apart from requesting suppliers to meet the standards for sustainable development, we also hope that all suppliers can adopt similar codes and all business activities can comply this Code and other the legal and regulatory requirements of the locations of operations. We further hope that suppliers can communicate this Code of Conduct to their employees, subsidiaries or affiliates, and contractors. We reserve the right to verify legal compliance within the whole supply chain.