Corporate Sustainability

Product quality

SPIL has always been committed to providing the best service and quality to customers, and believes that excellent product quality is the key to gaining customers' loyalty. Thus, "never compromising on quality" has always been part of our business philosophy.

Through the promotion of awareness of quality and comprehensive quality training, SPIL has developed a quality culture inside the Company. From the entry-level employees to the senior management, the Company as a whole has upheld the spirits of "doing it right from the beginning," "non-stop improvement," " process control and get to the root cause," and "company-wide quality control for customer satisfaction" to continuously improve the PDCA management cycle, with the aim of becoming the benchmark for world-class packaging and testing services.

To let customers truly experience SPIL's effort and continuous improvement to the services offered, we insist that all products must be in compliance with relevant laws, regulations, tests, safety standards, and international quality requirements. With the efforts of all of our employees over the years, SPIL has stayed ahead of our competitors and obtained multiple international management systems and quality certificates, and won the trust and support of our customers.

Customer Satisfaction

Upholding the spirit of customer-oriented service, SPIL is constantly providing high-quality services to our customers. We hold regular monthly and quarterly meetings according to different customers' needs, and review the results of quality, cost, delivery, service and technology with our customers. SPIL has a dedicated team to track and review the trends of each indicator, and delegates relevant units to analyze the reasons for not meeting the target, and propose improvement plans and continuously track progress. Besides, we also review customers' evaluation trends in meetings of the senior management to ensure that customers' needs and feedback are fully valued by the management team. Said evaluation trend would also be adopted as a reference for the performance management to continuously enhance our service quality and competitiveness and reach the ultimate goal of satisfying our customers' demand. We received a total of 9 awards from our customers in 2023.

To enhance customers' satisfaction with various service indicators, SPIL has, in recent years, adopted a systematic approach to locate root causes using quality improvement tools while holding review meetings regularly to track our progress and results to ensure that our product quality target is reached. In 2023, major customers' satisfaction reached the target (≧90%). Looking ahead to 2024, we will continue to implement comprehensive quality management through the enhanced computer-integrated manufacturing (CIM) and manufacturing execution system (MES), to keep abreast of customers' needs and improve our quality and services accordingly.

Customer service

1. Customer Information Service Platform

To providing convenient services, SPIL set up multiple service sites around the world to make services accessible beyond distance and time differences to facilitate mutual interaction and information exchange with. Meanwhile, we have a dedicated team and a Customer Web set up to provide customers with complete and real-time online information, including production information (WIP, shipping date, and material receiving status), quality control, and inspection results (QA report), and to handle and process customers' requests. We also have a business-to-business (B2B) e-transaction system to customize online transmission system as per customers' product or service requirements.

2. Customer Complaint Management System

To efficiently handle customers' complaints with the objective of increasing their satisfaction level towards our products, SPIL has set effective customer complaint handling procedures and a customer complaint registration system platform. Through this specially established customer complaint reception and coordination points of contact, SPIL is managed to respond and handle quality problems and feedback from the customers.

Any customer complaint will be immediately registered in this system platform upon receipt thereof. The responsible and relevant units will be notified accordingly to put forth a countermeasure within 24 hours to ensure that problematic products will no longer be delivered to customers. In the meantime, an investigation will be conducted based on the Eight Disciplines of Problem-Solving Processes (8D), quality control approach, and statistic approach to identify the root cause of the problem; then, an interim reply will be sent to the customer before the deadline set by the customer. The responsible unit shall also provide effective solutions and have their effectiveness tracked and confirmed by the responsible quality assurance and control units. The engineering and technology units, meanwhile, shall document or systematize the best solution to achieve horizontal development and solve the problem from the root cause while avoiding the same mistake from recurring again.

3. Customer Confidentiality

SPIL has attached great importance to customers' confidential information and privacy, because it is important for customers' trust and corporate integrity. To maintain a competitive advantage and implement a mechanism to protect customers' privacy, we are committed to the security management of confidential information, setting out procedures and regulations governing confidential information management to ensure the Company's and customers' rights and interests. The Company's, customers' and suppliers' proprietary technologies, business secrets, employee personal data, and other confidential or sensitive information are regarded confidential or extremely confidential and subject to restricted access control. Supervisors at all levels are responsible for requiring and supervising their personnel to comply with the confidentiality regulations to ensure that confidential information is fully protected. All employees have the responsibility to comply with said regulations.

In terms of management, we sign confidentiality agreements with external customers to show our commitment to the security of confidential information. Internally, the Company's computer equipment is installed with firewalls and anti-virus software, and the system passwords are changed mandatorily on a regular basis. Customers shall set their accounts and passwords before performing inquiries on the internet, and parties who are not said customers cannot perform inquiries and proceed with the operation. With a strict information security management mechanism, SPIL did not receive complaints about violations of customer privacy or loss of customer data in 2023.