Customer First
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.
“Maintain customer confidentiality and uphold the principle of good faith based on customer requirements” is our commitment for handling customer privacy. We have established the information security policy. Information security aims to ensure the continued, harmless use of information, and protection of information and information systems is the drive for building information security control systems. The policy contents include objectives, targets, statement, scope, task force, implementation methods, and implementation principles. In response to the occupational safety and emergency disaster audits, we arranged the relevant information security drills each year, including the core ERP failure drill, cyberattack information system planning drill, and server and equipment failure planning drill.
GRPR became enforceable in May 2018. Based on the GDPR, we review the design relating to our corporate website and personal information to ensure compliance with GDPR. We also include personal data protection in our information security policy.
Based on the ISO 27001 information security management System (ISMS), we unfailingly implement our information security policy and management procedures and improve the information security awareness and knowledge in employees. By reviewing information security indicators through periodic internal audits and the annual external information review, we reduce information security threats in terms of technology and procedures. Our achievements include strengthened internal security control, enhanced security protection of customer data and privacy, and improved customer trust and satisfaction to reduce the repeated customer requests for information security audits. Additionally, we keep improving the monitoring and management of information security based on the Plan-Do-Check-Act (PDCA) cycle to increase the depth and breadth of our information security governance.
We ensure the stringent protection of customer-related information, including correspondences, documents, and other business information with customers through the strict control of our internal systems. The privilege for accessing information and systems of employees are assigned and approved in accordance with the relevant regulations and procedures. We also actively promote electronic data interchange (EDI) through platform connection with customers and contractors for various operations, such as order and shipping information, invoice delivery, and others, to accelerate order handling with customers and improve data quality. We also provide transportation contractors with collaboration platforms for shipping and transportation for contractors and customers to keep track on collection and shipping so as to enhance overall operating efficiency.
Supplier Management
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.
We have established an environment, safety, and health (ESH) organization to promote the relevant matters. We have also established procedures relating to the occupational health and safety (OH&S) management of suppliers and contractors. Alongside supplier audits, we hope to raise the awareness of and improve the action for ESH issues in supply chain suppliers. Apart from requesting suppliers to ensure environmental legal compliance and conducting supplier ESH onsite audits, contractors implementing projects in-house are requested to sign the “Constructor ESH Management Notification” and given pre-construction ESH education and training.
Contractor OH&S and Environmental Protection Management Regulations.pdf
Contractor ESH Management Notification and Education and Training.pdf
To enhance information security management; ensure the confidentiality, integrity, and availability of proprietary information assets, we have specifically established the relevant policies and regulations to the legal requirements and customer requirements for information security and prototype protection. To maintain close supply chain cooperation, suppliers accessing the “confidential” and “secret” information and having contact with the prototypes of new development projects are requested to make continual improvement in the management of information security and prototype protection and cooperate with our relevant regulations and audit activities.
