Supply Chain Overview Technology Research and Development Customer Relationship Management
Customer Relationship Management

Customer Communication and Commitment

Although Weikeng is not a member of the Responsible Business Alliance (RBA), nor a member of the Customs-Trade Partnership Against Terrorism (C-TPAT), as a part of the world's electronics industry supply chain, we provide various services and act as a bridge between vendors and suppliers and the world's major electronics manufacturers, in our role as a distributor. We also attach great importance to trade security, including supply chain security management. As a distributor, the responsibility is to promise to comply with this code of conduct in the provision of services relevant to the environment in which they are provided, and to work with logistics services entrusted by the Company to promise to comply with international initiatives related to trade security regulations. In December 2022, Weikeng was approved by Keelung Customs, the Customs Department of the Ministry of Finance as a "General Quality Enterprise" with the number AAC1000000900, and a term from December 3, 2022 to December 2, 2025.

From 2008 to the end of 2023, the Company has signed a total of 155 relevant contracts (35 in 2023), provided by customers, to provide them with relevant social responsibility commitments in accordance with their needs. These social responsibility commitments generally contain the requirements of the Responsible Business Alliance (RBA) Code of Conductnote 3. From 2016 to the end of 2023, a total of 45 relevant trade security commitments (9 in 2023) have been signed at the request of customers, most of which contain commitments to comply with Taiwan's Certification of Authorized Economic Operators or the requirements of the Customs-Trade Partnership Against Terrorism Supply Chain Security (C-TPAT SCS)note 2.

Note:
  1. The Responsible Business Alliance (RBA) Code of Conduct covers five aspects: (1) labor, (2) health & safety, (3) environmental, (4) ethics, and (5) management system.
  2. Trade security aspect: Strengthen safety measures and management in terms of facilities, personnel, procedure and shipment in accordance with the safety recommendations made by C-TPAT. The content covers eight areas: program security, information processing, physical security, access control, personnel security, training, declaration of manifest procedures and transportation security. In addition, C-TPAT members also require their business partners or third-party vendors to collaborate to consolidate the overall security of the supply chain.
Content of the Social Responsibility Commitment
Item Contents
Labor
Free choice of occupation
  • The freedom of movement of workers shall not be restricted; in addition to the workplace, this also includes dormitories.
  • There will be no penalty for workers to leaving their jobs freely.
Child labor
  • Enterprises should establish appropriate mechanisms to verify the ages of workers (child labor is under the age of 15). If child labor is found, remedies should be provided.
Humane treatment
  • Added the items "gender-based violence," “sexual abuse,” “bullying,” and “public humiliation”.
Non-discrimination/non-harassment
  • Added the item “non-harassment” to not let employees or prospective employees accept discriminatory medical tests or physical examinations.
Health and Safety
Occupational safety
  • Emphasize graded control measures for prevention and maintenance of safety at work.
Emergency preparedness
  • Stipulate the frequency of emergency response plan drills, which is at least twice a year or in accordance with local regulations.
Industrial hygiene
  • If any hidden dangers are found, opportunities should be sought to eliminate and/or reduce such hazards.
Health and safety communication
  • Employees should be encouraged to raise any health and safety concerns and should not be subjected to any retaliation for doing so.
Environment
Exhaust emissions
  • Ozone-depleting substances are to be effectively managed in accordance with the Montreal Protocol and applicable regulations.
Energy consumption and greenhouse gas emissions
  • Set the Company's greenhouse gas reduction targets and announce them.
Ethical Norms
No improper gains
  • Appropriate "records" should be in place to ensure the effectiveness of the control process.
Responsible sourcing of minerals
  • Regarding areas of origin of conflict minerals, assessments are made based on the OECD process for identifying high-risk areas.

In order to comply with product trade regulations, the Company has designed the customer screening engine to interface with the U.S. International Trade Administration's (ITA) Consolidated Screening List (CSL) application programming interface (API) to ensure that our customers are able to access the CSL at all stages of operations, such as design in, quotation, order and delivery, to determine in a timely manner whether a potential transaction or service recipient is on the U.S. regulatory export, re-export or transfer control list. In 2023, Weikeng's business practices were in compliance with regional trading laws and regulations, such as Taiwan's Fair Trade Act, so there were no anti-competitive, antitrust, or monopolistic behaviors.

Customer Satisfaction

Adhering to customer-centricity and helping customers solve supply chain management problems, Weikeng Group (including locations in Taiwan, Hong Kong, mainland China and Singapore) provides a total of nearly 250 related business assistants and support personnel who coordinate with the business to meet the needs of customers. The company website also has product consultation windows, with specialized product consultation windows for different product lines to provide customers with professional contacts. In addition, for general customers’ non-product related opinions, there are contact methods and message and suggestion boxes by stakeholder categories, so that customers can reflect questions in a timely manner.

In order to improve the quality of logistics services in supply chain management and achieve customer satisfaction, the Company introduced ISO9001-2015 (warehousing services) certification in 2023 and obtained the certification issued by ARES International Certification Co., Ltd. in November 2023.

In addition, our company conducted a customer satisfaction survey in 2023. 12 copies of the satisfaction survey form were sent out, and 8 copies of the survey form were received. The total reply rate was 67%. The statistics of the survey form are as follows:

The results of the survey based on this table represent that most of the customers’ survey expressed good service to the Company's various services (details below).

Item # Item Level of Satisfaction
Very Good Good Fair Be Improved
1Quotation Timeliness8Note 1000
2Purchase Order Correctness8000
3Product Packaging Condition8000
4Product Quality7100
5Delivery Accuracy8000
6After Sale Service8000
7Coordination7100

Note 1: The data in this table indicates the number of customers who responded to this level

After receiving feedback from customers, the Company immediately responds to their requirements and addresses follow-up measures through discussions with relevant departments, as well as with customers and vendors, to ensure that products and services meet customer needs. In response to customer complaint cases, the Company will hold a cross-department discussion meeting to fully discuss the causes, related issues, process and operations, and improvement plans, and provide them to customers as a basis for improving customer service quality.

Remark: For product complaint channel, please refer to 1.2 Stakeholder Identification and Communication - Stakeholder Appeal and Accusation Channels.

In order to improve customer satisfaction, we developed customized labels and control, and meet the special needs of individual customers through date code control. In 2021, a new real-time cargo condition inquiry platform was built to query the tracking of goods by the Company's shipment order numbers. It is connected with the air logistics transportation website to accurately gather real-time information on logistics and cargo conditions.