Tackling quality improvement

         Inspection with Measuring Microscopes: Shenzhen, China

SMK seeks to make itself a useful presence within society and the first principle of the Group company action charter is “to gain customers’ trust.” Customer satisfaction is regarded as the most important factor in SMK’s existence and values as a company. And the basis of customer satisfaction lies in the quality of products and quality of sales. All employees including sales, designers, engineers, quality engineers, people engaged in production, make every effort to quality improvement.

Customers also want SMK to show consideration for the global environment and to carry out environmental preservation activities. Regulations regarding the chemical substances contained in products, starting with the EU’s RoHS Directive, have been built into a structure requiring a halt be placed on their use at the acceptance of order stage, a system we had successfully put into use before the EU’s RoHS Directive was enacted.

For more detailed information on our environmental preservation system, please refer to the environmental management section, but note that we have set up and implement in all our domestic and overseas works a structure based on ISO14001:2004, the international standards for environmental management. SMK carries out each year a customer satisfaction questionnaire to find out how customers view our activities and achievements. We feed back the results of these surveys throughout the entire company, reflect them in planning for new activities and aim to achieve even further improvements in customer satisfaction.

         Product Design Meetings: U.S.A.

SMK cannot provide products to customers all by itself, so receives assistance from many suppliers and all our powers are added together to make a product. As long as that product is presented to the customer under the SMK name, SMK has an obligation to manage the supply chain, including its suppliers. SMK orders from suppliers only after a strict qualification, including an on-site process audit for new suppliers. Audits are not carried out only in the event of establishing a new partnership, but at regular intervals and process line management activities are also checked. In addition, we hold regular quality meetings with suppliers and provide recurring feedback on quality trends, while also discussing and sharing information on matters such as technical problem solutions.

SMK also focuses on global environment preservation activities and asks all its suppliers to tackle the issue of environmental preservation. Details of these movements can be found in the Green Procurement Guidelines. We give priority treatment to suppliers that have excellent environmental preservation structures and activities.

CSR requires a number of things from companies other than global environmental preservation. To ensure consistent supply chain management, SMK has implemented the Supply Chain CSR Guidelines that require our suppliers to also do their part when it comes to corporate social responsibility activities.

         Monthly Quality Improvement Meetings: Malaysia