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Protecting Confidential Customer Information

Customer Satisfaction
To practice personal data security management, TGI follows the relevant provisions of "personal data
security maintenance management approach" and the "personal data protection act". We provide new Leadership CH.1 Sustainable Glass
In 2018, customer satisfaction averaged staff education and training in personal profile protection to strengthen the awareness. Every six months
more than 82% across various TGI departments staff from each department will be assigned to the education and training of personal profile protection.
(New Material Business Division is added to This is to reduce possible legal risks for the company and employees, protect the interests of customers and
the survey scope in 2018). Each department enhance colleagues' handling capability of information security.
will make improvements for the service
failures and strengthen communication with
customers, and expect to improve customer CH.2 Ethical
satisfaction in 2019. Operation

Analysis of 2018 Customer Satisfaction Analysis of 2018 Customer Satisfaction

Complaints response -speed CH.3 Quality
Complaints response -speed
Quality Consistency Complaints response
-accuracy Quality Consistency Message feedback Information Security Seminar Management
– accuracy
Professional Message feedback In addition, we are also committed to protecting customers' confidential information. To prevent
competence – speed
data leakage, our information equipment has strict permissions control, and all employees are required
Professional 65 Message feedback
75 Message feedback competence 70 – speed to protect customers' confidential and proprietary information carefully and prevent inappropriate loss
75
Business attitude 80 – accuracy 80 of customer data. TGI provides information safety training for its staff regularly and urges the staff to lock
85
85 90
95
90 Shipment- stability of Ability to fill rush orders 100 Business attitude their computers with passwords, in compliance with Item 3 of Article 11 of Regulations Governing the
Shipment-accuracy 95 delivery punctuality Certification and Management of the Authorized Economic Operators. In 2018, TGI did not receive any Protection CH.4 Environmental
complaint regarding client privacy violation or loss of client data.
Flat Glass Fiberglass Fabric
Container Tableware Kitchenware
Fiberglass New Glass Materials
To establish face-to-face communications with our clients, each department also regularly visit
customers, or participates in exhibitions: Flat Glass Business regularly attends Taiwan and Germany Building
Customer Response Process Materials Exhibition; Fiberglass Business participated in China Composites Expo, France JEC exhibition,
Container & Tableware Glass Business took part in the Hong Kong Housewares exhibition and infant supplies
Defect Causes Analysis and Responsible exhibition in Shanghai; New Glass Material Business joined C-TOUCH & DISPLAY in Shenzhen. CH.5 Friendly
Customer Response case Case Recording Departments Determination Workplace
C-TOUCH & DISPLAY mainly exhibited transformational products, including double-sided coating and
shadowing ITO Glass, doubled-sided reflectiveness AR Glass, and translucent semi-reflective glass, etc. TGI is
Review the Reasons and Propose
Corrective and Preventive Actions focusing on the development of ITO Glass and striving to stabilize ITO market at present. CH.6

Respond to Customer Care Community

Review Corrective and Preventive Actions Case filing

Ineffective Effective

Corrective and Preventive Actions Correcting Close the case
Container & tableware – Children
Fiber Glass – JEC Exhibition Fiber Glass – China Composites Expo
Baby Maternity Industry Expo

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