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

focused on Quality products using slogan and code of

conductCustomer-centric, true to

basics, professionalism, quality workmanship and creating

customers for life

April 3,2012 Quality director was wondering about the bad

new to his department

Internal consultant suggested to analyze by affinity diagram

and pareto chart

Complain is filled Respond to customer Analyze customer claims Decide on Response

End UserContact point/service

center, agency, installation agent

KoreaVOC staff of Samsung

Electronics service

Govt. organisationsConsumer groups, media,

internet, etc

OverseasVOC staff per overseas

subsidiary

CS command office

• Risk Management committee

• Related Executives

Samsung process for Customer Complaints