Customer Service

Service Quality

Improvement on Regulations and Procedures
In order to improve our service quality, CTCI continues to improve its internal procedures, collect suggestions for improvement from all parties, fully communicate through the high-level executive meeting chaired by the President to confirm the revision direction and the countermeasures for improvement, and proceed with the documentation revision.
▼ Process of Continuous Improvement on Regulations and Procedures

▼ Briefings of Regulations/Procedure Updates and Announcement of Major Issues

Quality Management in Response to the Pandemic

Continuous Strengthening of Intellectual Property (IP) Protection Mechanism
including: "Letter of Undertaking Company's Policies on Confidentiality and Intellectual Property Rights", non-disclosure agreement (NDA), management and control of confidential documents, etc. In 2021, in response to the risk of intellectual property infringement found in IP audit, we strengthen various management and raise awareness in three major areas in order to reduce risks and protect the intellectual property of the Company, customers/partners, and suppliers.
Refinement and Improvement of Intellectual Property Protection in 2021

Customer Satisfaction

"To Satisfy Our Customers with Optimized Engineering Services" is CTCI's corporate mission. Based on this mission, we take customers' feedback very seriously. For many years, we have been collecting customers' feedback based on "Customer Service Enhancement Regulations." Not only do we collect customers' opinions right after we provide our services, but we also hold annual surveys. We also set up a cross-epartmental "Customers Services Feedback Group," coordinated by the President, to take actions according to the survey results. The Group would review the customer feedback collected in the survey, propose corrective actions, and instruct the departments concerned to fulfill their tasks accordingly to earn the trust of our customers and make sure their expectations are met.
▼ Improve customer satisfaction and strengthen customer relationship management
• Regular visits every six months to customers whose projects are being executed
In order to maintain a good relationship with our customers and collect feedback from them effectively, our sales team s would regularly visit customers whose projects are currently being executed every six months as a way to strengthen communication and manage relationships. Our sales teams would help report issues and solv e problems to maximize customer satisfaction.
• Introduce a new response method called "Customers' service demands or suggestions"
Even when a project comes to warranty period and the customer makes further demands or suggestions, our project department would still handle them accordingly. If necessary, the project team would notify the Marketing & Sales Department A s to the subsequent tasks that need to be completed during the warranty, we will follow them up and keep them under control to improve our service quality.
▼ Flowchart of Conducting External Customer Satisfaction Survey

Project Evaluation

Whenever we carry out our projects, we always have our values and visions at heart, namely the values of "professionalism, integrity, teamwork, and innovation", as well as the vision of living up to "the Most Reliable Global Engineering Services Provider."
▼ Project risk management procedures and project risk management flowchart

▼ Diagram of Risk Response Strategies and Plans for All Project Locations