Our Focuses｜Green Product｜Customer Relationship Management
Green Product
Winbond has integrated our core innovative technology competencies with sustainable energy conservation and carbon reduction goals. Through green product design, digitalizing information systems, and improving production efficiency, Winbond can develop and optimize our products in various different areas, strictly controlling each step of our product process. Winbond promises to deliver the highest quality products to customers, minimizing the carbon emissions required to deliver our products into the hands of customers and consumers. While benefiting from the convenience brought about by technology, Winbond is lowing the impact to environment and helping the overall value chain effectively reducing carbon emissions.
The accumulated granted patents have exceeded
4900
1.2V NOR Flash, compared with 1.8V NOR Flash, the total power consumption is reduced by
45
%
Received the Taiwan Intellectual Property Management System Certification Class A
TIPS
Customer Relationship Management
Maintaining Customer Relationships
Customer Satisfaction
Customers play an important role in corporate business management. The value chain of a company is closely linked to its customers, which means that Winbond is devoted to satisfying the needs of its customers and placing customers first. Winbond hope to grow and develop sustainably alongside our customers. In the 2023 customer satisfaction survey, we divided it into three major areas: sales and service, product and technical support, and product quality. In terms of sales and service, we achieved an 85.8% satisfaction rate; for product and technical support, we received an 84.9% satisfaction rate; and regarding product quality, customers gave us an impressive 86.9% satisfaction rate. These numbers reflect our continuous efforts across different domains to provide customers with the highest quality products and services. Overall,
our customer satisfaction rate exceeded 85.3%, which signifies high praise from our customers. It’s not only a result of our past efforts but also an affirmation of the trust and support our customers place in us. Moving forward, we will continue to maintain close connections with our customers and enhance our product and service levels to meet their ever-changing needs.
Note 1: In 2022, Winbond adopted the requirements of the IATF 16949 automotive quality management system standard (Note 2) for the first time. This involved conducting individual meetings with important customers and obtaining their feedback to evaluate their satisfaction with the delivered products and services. The customer satisfaction level was measured through quarterly business reviews (QBR) with important customers, and the differences identified were used as references for the following year's execution.
Note 2: Examples of monitoring customer perception include customer surveys, feedback on delivered products and services, customer meetings, market share analysis, customer appreciation, warranty requests, and dealer reports.
Tracking Customer Intentions
At Winbond, we place a high priority on our brand value. Winbond continues to monitor customer complaints received in the past and take the customer’s requirements and thoughts in these past complaints into account to create customized services. In 2023, Winbond received a total of 1,289 customer complaints. Out of these cases, Winbond was able to determine through testing that 522 complaints, or 43% of total complaints, were not due to Winbond’s quality or service issues. Understanding and removing these customer complaints allowed these cases to become a useful reference for us, with this process also being a part of our customer services. Considering the amount of chips shipped, customer complaints were only received for 0.000033% of all chips shipped, which is an extremely good track record. In addition, there are no product recalls from 2020 to 2023.
Quality Workshop
Winbond actively organizes regular Quality Workshops, which not only provide a platform for in-depth understanding of customer product requirements and suggestions but also invite professionals and industry experts to participate
in discussions on quality and technical issues. Through this exchange platform of the Quality Workshop, Winbond can promptly respond to customer inquiries, provide solutions, and continuously improve product and service quality
to enhance customer satisfaction. Additionally, Winbond gains access to more industry information and technical knowledge through this platform, continuously enhancing its technical expertise and product quality.
As of 2023, Winbond has successfully organized seven Customer Quality Workshops. Aiming to achieve a win-win situation for both Winbond and its customers. We firmly believe that Quality Workshops will continue to play a crucial role in the future
development, tirelessly striving for the mutual growth of Winbond and its customers.
Customer Privacy Protection
Winbond strictly controls customer-related information. Documents, data, and other business information related to customer interactions are all safeguarded by Winbond’s highly secure internal systems. The approval and granting of operational permissions for internal personnel are carried out in accordance with relevant operational norms and procedures. This ensures that the company protects customer privacy, prevents theft or leakage of trade secrets and intellectual property, and maintains a robust information security protection system. In 2022, Hua Bang obtained ISO27001 certification for its information security management system, further enhancing its security measures, and no violations of customer privacy occurred in 2023.
Since the enforcement of the General Data Protection Regulation (GDPR) by the European Union in May 2018, Winbond has made necessary adjustments in accordance with GDPR requirements. The company has modified its website and reviewed member data to comply with GDPR standards. Additionally, GDPR-related provisions have been incorporated into the online personal data protection courses, with a total of 3,386 participants completing the training in 2023. These participants achieved a 100% pass rate in the exams, accumulating a total training time of 1,693 hours.