Introduction

Samsung Electronics
headquartered in South
Korea, largest technology
company by revenues in
2009

Samsung grabbed the

market share lead in
north America for LCD TV
in Q2 2011

April 3,2012 Quality

director was wondering
about the bad new to his
department

focused on Quality
products using slogan
and code of conduct
Customer-centric, true to
basics, professionalism,
quality workmanship and
creating customers for
life

Internal consultant
suggested to analyze by
affinity diagram and
pareto chart

Samsung process for Customer

Complaints
Complain is filled

Respond to
customer

End User
Contact
point/service center,
agency, installation
agent

Korea
VOC staff of
Samsung Electronics
service

Govt.
organisations
Consumer groups,
media, internet, etc

Overseas
VOC staff per
overseas subsidiary

Analyze
customer claims

CS command
office

Decide on Response

Risk
Management
committee
Related
Executives