Tech for All > Customer Safety & Quality

Governance and Risk Management

Governance

At Samsung Electronics, the Head of the Global CS Center serves as the chief officer responsible for enterprise-wide Customer Satisfaction (CS) initiatives, ensuring customer safety and delivering flawless quality by managing and supervising the company’s quality assurance system.

In 2024, we established the "Quality Innovation Committee," the company’s top-level quality decision-making body chaired by the CEO. This initiative aims to fundamentally resolve market quality issues and strengthen enterprise-wide quality management. The committee focuses on thoroughly reviewing quality risks of new products and addressing quality-related issues and improvement measures.

Name
Quality Innovation Committee
Frequency
Once a month
Members
CEO (Chair), CFO, CTO, and heads of each business unit
Participants
Heads of development, manufacturing, and CS teams in each business unit; Head of Global Technology Research,
Head of Device Platform Center, Head of CX Center, etc.
Agenda
  • - Review of quality risks for new models
  • - Inspection of process quality status
  • - Review of initial market quality after launch

The Global CS Center and the quality management teams within each business unit conduct real-time monitoring to proactively prevent issues related to product quality and customer safety. They immediately report any issues to management and ensure prompt cause analysis and measures to prevent recurrence. Regular product-specific meetings are held to facilitate the implementation of a Product Liability (PL) prevention and response process, with the goal of ensuring product safety.

Risk Management

Samsung Electronics operates a quality assurance system that manages quality throughout the entire product lifecycle. We conduct evaluations for safety, compatibility, usability, and serviceability at every stage, from product planning and development to purchasing and manufacturing, to ensure product safety and quality before release. After the product is launched, we use a proactive CS risk sensing system to detect potential complaints early and respond quickly, aiming to prevent customer complaints and accidents.
In 2024, we established the Quality Auditing Group to analyze the root causes of quality failures and implement measures to prevent recurrence in future models by improving processes and systems. The company also regularly receives quality-related issues from employees through the Quality Management Advocate system and take preventive measures in collaboration with relevant business units and departments.

Quality Assurance System Across Product Lifecycle
Development
Quality assessment at each development stage (CS Certification System)
  • - Identify potential risks in new products
  • - Make improvements before mass production
Purchasing
Supplier quality control for parts (SQCI1) System)
  • - Conduct quality assessments of suppliers and inspections of incoming parts
  • - Implement Quality Warning system for suppliers failing to meet quality standards
Manufacturing
Innovation of process and outgoing quality at manufacturing sites (SQA2) System, etc.)
  • - Evaluate quality levels and assurance systems through the SQA System
  • - Strengthen inspections for business sites with quality issues
  • - Perform TSI3) on products with a higher likelihood of defects
Sales
Collection, analysis, and improvement of market defect data (QINGS4) Information System)
  • - Analyze real-time market quality data through the Market Quality Analysis System
  • - Collaborate with relevant business units to promptly develop response measures should issues arise
  1. Supplier Quality Control Innovation
  2. Samsung Electronics Quality Awards
  3. TSI (Target Sampling Inspection): An inspection system designed to overcome the limitations of traditional sampling by automatically analyzing correlations between market defects and in-process inspection data. It predicts the likelihood of defects in advance and automatically performs sampling inspections on products with high defect probability
  4. Quality Information Network of Global Samsung
Last updatedJune 27, 2025