Hyundai Steel Launches 'Zero Complaints' Campaign for Clients

[Asia Economy Reporter Hwang Yoon-joo] Hyundai Steel is embarking on a company-wide quality innovation aimed at customer satisfaction.

On the 1st, Hyundai Steel announced that it will promote the "Company-wide Claim Campaign," a company-wide innovation activity, to shift from the existing indicator-centered production and quality management to customer-centered quality management.

Hyundai Steel's move to launch a quality management campaign comes as the need for company-wide innovation to enhance competitiveness has emerged due to intensified competition caused by the deterioration of export markets amid the spread of protectionism worldwide and the prolonged stagnation of major demand industries due to COVID-19.

The core of the Company-wide Claim Campaign is to move away from KPI (Key Performance Indicator)-centered quality management and post-action-oriented tasks, and instead focus company-wide capabilities on preemptively analyzing customer and market requirements to re-examine and improve the quality management system.

To this end, three major strategies have been established: 'Transformation to customer-centered production and quality management,' 'Fostering quality mindset across all departments,' and 'Customer-centered proactive work processes.' Specific measures such as ▲fostering company-wide quality mindset ▲strengthening customer-oriented activities ▲changing claim management policies ▲advancing management processes will be implemented.

First, to foster a company-wide quality mindset, the slogan "The first step to customer satisfaction starts with quality" will be established. By expanding the presentation and sharing of quality-related cases during quality meetings, the company plans to raise awareness among employees and operate a reward system to further strengthen quality consciousness.

To strengthen customer-oriented activities, a "Regular Executive Visit VOC Listening Program" will be operated to hear the opinions of key customers. For customers with many complaints, visits accompanied by engineers will be conducted to enhance responsiveness to customer needs. Additionally, communication will be expanded by holding webinars that check real-time customer complaints through non-face-to-face video programs.

As a change in claim management policy, a "Customer Quality Satisfaction Management Indicator" will be newly established among performance management indicators to minimize customer complaints. Furthermore, customer satisfaction survey items will be subdivided to allow improvement of deficiencies by department.

For advancing management processes, internal processes from order receipt to shipment will be improved to reflect customer needs by each department. By operating a quality improvement consultative body, the customer response process through collaboration across all departments will be unified.

Hyundai Steel plans to operate the "Company-wide Claim Campaign" throughout the year and share the results company-wide in December.

This content was produced with the assistance of AI translation services.