The company takes on the responsibility of providing high-quality products and services, and takes on the main responsibility for quality and safety. It has established a quality and safety system that covers all employees, processes, and aspects. The quality and safety responsibility system is led by the company's production safety committee, and it has established safety and quality teams headed by high-level executives that are responsible for the comprehensive coordination, monitoring, and management of the quality and safety work.
Quality and Safety Responsibility System
The company has established a standardized, systematized, and detailed post responsibility management system that efficiently ensures that the responsibilities of each post are upheld:
1. Standardized requirements for post responsibility. Clearly stated quality and safety responsibilities for each post. Personnel on every level signs a “Letter of Responsibility”, and each post has composed a “Quality and Safety Management Handbook” that clearly states the quality and safety risks and key points to monitor for each post, ensuring that its responsibilities are carried out.
2. Systematized post responsibility supervision. Strengthened supervision of the entire quality and safety process, implementing quality and safety responsibility in a system of monthly plans, weekly plans, and daily management, thus moving the quality management to the beginning of the process.
3. Detailed responsibility assessment for each position. The company has established a performance evaluation mechanism that covers all employees and analyzes dead spots and irregularities in the implementation of the responsibility of each position according to a set of parameters.
With responsible persons, powers and responsibilities over quality and safety are clearly stated
UE Furniture further implements primary responsibility through mechanisms such as making skilled workers as the first responsible persons, a chief quality officer system, a veto on responsibility and safety, and each position being responsible for both business and quality and safety.
First responsible person. The company's president is the first responsible person for quality and safety. Every year, the president signs a “Letter of Full Responsibility for Quality and Safety” and drives the various types of quality management work.
Chief quality officer. The company has set up the position of chief quality officer, which is responsible for the company's overall quality work. The chief quality officer sets company quality strategy and direction according to the company mission, vision, and values, builds the company's culture of quality, plans quality development and quality and safety guarantees, builds and implements the organization's quality management system and methods, and arranges and implements improvements and sustainable development in quality.
Veto system. The company practices a veto system: whenever a situation that can lead to quality or safety issues is discovered, a veto is issued and all work is halted until the issue has been properly investigated and the threat to quality and safety been eliminated.
One position, dual responsibilities. Leaders and managers at every level must shoulder both the specific work task responsibilities and the quality and safety responsibilities of their position. This dual responsibility system clearly specifies the requirements of the quality and safety work and the key points of the inspection work.
Carrying out duties and actively reimbursing damages
UE Furniture actively takes on the responsibility for quality and its duty to recall all defunct products. The company reimburses all damages according to the law. By establishing a mechanism that can respond quickly to complaints, it ensures that the clients' complaints are resolved in a timely manner. The mechanism includes the following main items.
① Established a multichannel complaint mechanism
② Timely response to complaints.
③ Deadlines for handling and responding to complaints.
④ Follow-up on satisfaction with the handling.
The company's marketing department makes use of several different methods (surveys, return visits, periodic evaluations, etc.) to establish a good relationship with the clients.
a) Satisfying and exceeding client expectations in terms of product quality, reasonable pricing, delivery time, and after-sale service, improving client satisfaction.
b) Accurately record the main types of query information (such as websites, phone and fax numbers, etc.), trade (signing contracts), and complaints (releasing complaint hotline) with the client, and communicate the client's demands to every employee and process in the company.c) Establish a convenient channel for client queries to maintain smooth communication. Communication with the client can happen via phone, fax, e-mail, client surveys, or periodic visits. Expositions are also an important platform for face-to-face communication. Conduct at least one detailed client opinion survey every year. The survey should rely on the daily communication with the clients, be composed after ample communication between chief marketing personnel and the clients, and mainly focus on the client's opinions on product quality, delivery, models, and client service to create a “table of client satisfaction”. Specially assigned personnel at the company's marketing department are responsible for managing aftersales service information records, and should sort and archive them periodically and in a timely manner.
Integrity and responsibility, corporate culture guides the focus
Since its founding, the company has persisted in upholding ideas related to quality and integrity. The company's core values are: “help the client succeed, have integrity and be responsible, focus on quality, dare to innovate, and be able to improve”. In the core values, integrity, quality, and other elements are incorporated into the norms of employee behavior so that they can provide reliable service and products that satisfy the client, continue to consolidate and elevate the company's leading position in the industry, and establish UE Furniture as an outstanding brand in the industry. UE Furniture believes that a company's values decide how well liked it is. The company's vision is to become the most liked chair enterprise in the world, and the precondition to being well liked is certainly to have integrity and be responsible. The company went public on the Shanghai Stock Exchange on January 23 of 2015 as UE Furniture Co., Ltd. with the stock code 603600. It was the first company from Anji county and currently the only Chinese chair enterprise to have gone public. After this, UE Furniture set even stricter and more transparent demands for its own integrity, established the “Five rules of integrity”, and welcomed supervision by the public and its investors.
Management of the entire process, building a complete system for quality and integrity
Product design integrity management: UE Furniture always places the client at the center during product design and development, and it will continue to provide innovative products and reliable services. Because our products should not only follow scientific principles and national standards, but also consider the clients' expectations, we perform multiple tests and demonstrations. Our strict attitude and scientific demonstrations have resulted in our products repeatedly receiving high acclaim from our clients. This has established UE Furniture as a high-end brand in the Chinese office furniture market and a mid-to high end brand in the international market. The UE design has earned Chinese chairs fame the international chair industry!
Management of integrity in raw materials and parts purchasing: UE Furniture separates materials into categories A, B, and C according to how they affect the finished product's quality. Suppliers of grade A materials are strategic suppliers. These suppliers make up over 70% of total orders, and payments are completed within 30 days as an encouragement. In addition to meeting the qualifications required by law, they must also submit to periodic on-site audits. Suppliers of Grade B materials are suppliers that meet the required standards. These should have their orders reduced by 30%, and payments should be made within 60 days as a warning. A review of the quality of the supplier's materials decides whether they should undergo an on-site audit. Suppliers of grade C materials should be used sparsely, and orders should be reduced by 70% or eliminated completely. In addition, payment will be deferred by a larger number of days as an economic penalty. The company will examine and verify the material supplier's qualifications and perform an on-site investigation. If the company finds that it meets the requirements and agrees to purchase materials from it, the company should establish a file on the quality of this material provider.
Letter of common responsibility to combat corruption and promote clean management
Management of integrity in the production process
The company has drawn up and gradually improved on various production processes, work standards, post operation codes and different craftsmanship codes, management codes, and standard operation codes. The company trains workers in the technical skills required for their position through group training in the workshop and pre- and after work meetings, requires special certificates for each position, and uses various types of supervision and assessments to strengthen the workers' quality awareness and skill level. During the production process, management personnel on every level strictly carry out their management duties, carry out inspections in a timely manner, adjust mistakes in a timely manner, and guarantee that the production sequence remains stable.
Carry out reviews of the needed raw materials, supplementary materials, and packaging materials in advance. The person who inspects the incoming material must perform spot checks on purchased raw materials. Any raw materials that do not meet the standards cannot be placed in storage or used. Carry out rigorous tests during the early production process. Once an issue is discovered, the production line must be shut down immediately. No product that is not up to standard can be allowed to continue down the production process. Establish QC teams and other measures, and prevent any issue that could affect quality during the production process. Strictly monitor the quality of semi-finished products and finished products and strictly implement the “three principles” of “never produce products that are not up to standard, never accept products that are not up to standard, and never allow products that are not up to standard to circulate”. Make sure that the workers perform checks on themselves and each other, and implement the monitoring and review code. Rigorously make batch records of management codes, and ensure that their application, distribution, and examination are uniform. Balance the materials for each step of the production, and ensure that the material input and product output are consistent with the craftmanship requirements, making sure that there are no hidden quality issues and that the product meets the required standards.
Integrity and management in aftersales service quality
The company has established a complete aftersales service mechanism that employs a professional aftersales team. It has clarified the aftersales service work flow, standards, and requirements. The complaint hotline is clearly visible on the products, promotional materials, our website, our Wechat-account, and advertisements. This makes it easy for our users to report any quality issues in a timely manner. Specially assigned personnel at the company's sales department are responsible for managing the aftersales service information dossier, and will sort and archive complaints periodically and on schedule.