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keeps putting efforts in R&D to produce low-cost, high-strength, and high-efficiency fiberglass products to //3.4Customer Service//
satisfy the demands of clients and create a development niche.

In order to motivate employees to actively provide opinions on production technology, quality, Leadership CH.1 Sustainable Glass
environmental protection, safety, or business administration, TGI provides a bonus for proposal improvement
suggestion. For major research and development program, TGI will award project members bonuses as
encouragement based on the research contribution and achievements. These improve the employee //Customer Service Management Policy//
identification and solidarity, reduce costs, upgrade the working environment, and enhance productivity
For more than 50 years of operation, TGI has attached great importance to the
and quality standards. Special contributions to the production technology or business management are Importance opinions of its customers. Therefore, it is a prerequisite for gaining customers' recognition
rewarded by giving credit. and trust, which is also an objective that we have been working hard every year. CH.2 Ethical

Glass Containers
Product Development Process We continue maintaining high customer satisfaction in order to obtain a sustainable Operation
competitive advantage. The product quality is the core factor makes TGI different from
Design Test other competitors.
Discovery or Feasibility Proposal Implementation Validation
Conception Assessment Application Specification Stage and Launch New Glass Materials
and Process The first priority is to provide product for customers with satisfactory quality. TGI continue
improving production conditions after bringing into production and purchasing
additional inspection equipment to ensure the quality of the product we provide meets CH.3 Quality
customer satisfaction.
Policy and Commitment Management
Flat glass
Customer satisfaction and customer trust are the most important aspects of sustainable
development. TGI improved its education and training, upgraded equipment
maintenance, and enhanced professional services and production quality to
strengthen its competitiveness.
Fiberglass
An assessment of the degree of satisfaction with the customer relationship during the
transaction was conducted to facilitate the improvement plan and to enhance the Protection CH.4 Environmental
customer's satisfaction.

In order to keep close to the needs of customers and improve them, TGI regularly
implements a "Customer Satisfaction Survey" every six months or year. The content
covers 7 topics which are "complaints response speed", " message feedback -
Action Method correctness", " message feedback - promptness", "business attitude", "ability to fill rush
orders", "professional competence" and "quality consistency". Based on customer
response the indicators are reviewed and analyzed for follow-up meetings about CH.5 Friendly
improvement measures and implementation issues raised in customer feedback. Workplace

Each of the factory's product lines passed 7 issues including "complaints response
speed", " message feedback - correctness", " message feedback - promptness",
Goals and Targets "business attitude", "ability to fill rush orders", "professional competence" and "quality CH.6
consistency". With a focus on active management, we expect to continuously improve
customer service satisfaction, with overall satisfaction exceeding 80%. Care

Objective Evaluation Average customer satisfaction in 2018: 82% Community

068 // 2018 TAIWAN GLASS IND. CORP. Corporate Social Responsibility Report // // 2018 TAIWAN GLASS IND. CORP. Corporate Social Responsibility Report // 069