Customer Satisfaction

For customer satisfaction, Samsung regards interactions with our customer as the highest priority and performs a variety of technical and proactive quality collaborations such as Qualification Support, Quality Improvement, and Problem and Requirement Management. Having its newest long-term master plan for “Quality Design” in place, Samsung will create a symbiotic business environment to ensure the Highest Quality of Customer Service.

VOC Management

Samsung actively listens to the voices of customers using various channels, including R&R, periodic quality review meetings, or surveys or interviews on specific customers, and analyzes the obtained data in an effort to provide customers with products and services of the highest quality by driving a sustainable quality innovation movement.

Infographic describing VOC Management for Quality Innovation that consist of Survey, Regular Quality Meeting, F2F Interview, R&R Scorecard

Claim Management

This flow demonstrates the failure analysis procedures for maximization of customer satisfaction which starts from receiving quality claims, analyzing them, devising countermeasures to taking corrective actions by exactly identifying customer dissatisfaction with the products and thus effectively handling claims and preventing the recurrence of the same problem, thereby securing good product quality and credibility.

Demonstration of Failure Analysis Procedure; 1) Issue Claim, 2) Receive Samples (Customers to Samsung), 3) Analyze – Corrective Action in Samsung Production, 4) Release Failure Analysis Report (Samsung to Customers) – Return Material Authorization if necessary, 5) Close Claim

Return Material Authorization (RMA)

This is a series of steps by which problems that may occur with Samsung‘s products that have already been shipped to customers or warehoused for shipping are being identified and handled promptly. The objective is to minimize quality issues by responding to customer’s quality-related requests quickly and timely. 

Demonstration of Return Material Authorization Procedure; 1) Customer RMA Request, 2) Samsung Confirmation, 3) Issue RMA, 4) Return Material, 5) Disposition – Rescreen, Rework, Scrap etc., 6) Remedial Action, 7) Close

Recall

 

This refers to a process by which Samsung notifies its branches  or customers of any quality issues found by its internal quality monitoring system. In rare cases, Samsung will have its branches or customers  to return products with quality issues to the designated places to take care of such quality issues effectively.

Process Change Notification (PCN)

Product/Process changes allow Samsung to improve product quality and manufacturing efficiency as well as customers’ flexibility. These changes can include new or different types of materials, designs or processes. Samsung has a PCN procedure for any major or critical changes to  its process. By following this procedure, the customer is able to be notified before any major or critical change is made to the process.

Samsung Semiconductor Customer Service, Process Change Notification (PCN)