Satisfied Customers
The OUCC regards "meeting customer needs and serving" to be a vital necessity. In addition to providing high quality products and technical services, OUCC actively listens and responds to customers' difficulties and problems in application, provides customized services, promotes customer-oriented product development and technical innovation, and builds a close and trusting relationship with each other.
We take great care to protect the security of data and intellectual property rights of our customers. We have a meticulous control mechanism and no incidents of leakage or infringement of customer privacy occurred in 2023.
Customer Satisfaction Management
We value customers’ satisfaction. In addition to irregular customer visits, annual customer satisfaction survey and irregular dealer (sales) meetings, the quality management meeting is held every six months to ensure customer satisfaction, and the demands and requests of customers on product quality are properly responded.
客戶滿意度調查成果
OUCC enhanced customer service efficacy through IT, specifically improving the “customer complaint handling procedure.” Currently, we have completed the development of the new “Customer Feedback / Comments Handling Form” on the online official document system to enhance the service satisfaction.
OUCC independently developed the “remote customer storage tank monitoring system,” which enables us to grasp the liquid level information of customers' storage tanks in real time through IoT technology, so that we can properly schedule the delivery of tanker trucks. The system, which is developed to increase the efficiency of customer service, is also increasing the unloading capacity, shortening delivery time and avoiding supply interruption, providing more stable customer services.
Since the number of trips can be effectively evaluated and counted, by way of combining the delivery, not only the transportation costs can be significantly saved, the greenhouse gas emissions generated by transportation can also be greatly reduced. The estimated GHG emissions reduction is 3602 t-CO2e in 2023.
- 1. Calculation of carbon reduction: 0.961 *470 trips * 11,87MT * 837KM = 4,487,427 Kg/MT-KM
2. Calculation of savings on delivery fees: 470 trips * 9,771 = NT$4,592,370 per year
3. Average delivery fees in 2023: NT$9,771; Carbon emissions of delivery: 0.961 Kg/MT-KM; Average delivery distance per vehicle in 2023: 837KM
4. "Before installation" refers to the year 2014, "after installation" refers to the year 2023.
5. The total number of trips of delivery in 2023 (estimated)=total volume delivered in 2014 (actual)/average quantity (MT) in 2023/total trips of delivery, for fair comparison of efficiency.
Rigorous Quality Management
Quality Management
OUCC have obtained ISO 9001 certification, and we exclude the use of heavy metals such as lead and cadmium in accordance with "Restriction of Hazardous Substances Directive (RoHS)." Under a strict quality management, we win the trust of customers with the stable product standards, and no occurrence of significant quality events during 2023.
In addition, in order to meet the requirements of our customers and to ensure the compliance of our quality management system, we regularly conduct internal audits every six months and third-party external audit once a year and draw up improvement measures for any deficiencies during the audits to effectively maintain the validation of ISO 9001 Quality Management System.
Note: “Emitted into the atmosphere" refers to Company gas plant products - nitrogen, oxygen, and argon. These are non-toxic and are emitted directly into the atmosphere in the event of failing the finished product inspection. Also, gas is not pumped into the storage tank until it passes analysis. Any gas in a storage tank that fails analysis will also be emitted into the atmosphere. However, the latter has never happened.
Stakeholders Contactors
- Mr. Chen/Ms. Chang
- E-mail： ESG@oucc.com.tw
SHE Contactors
- Mr. Yeh/Mr. Wu
- E-mail： she@oucc.com.tw