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customer satisfaction surveys
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- Supplier Code of Conduct, EICC
- ANNEX Privacy Act
customer satisfaction surveysSamsung Electronics regularly conducts the survey on the customers’ satisfaction about the entire life cycle of products and services (sales, installation, A/S) thereby understands the CS level and customers’ needs by each section and reflects on the management strategy for the customer satisfaction since 1992. Customer satisfaction surveys is conducted by people of 40,000 who purchase products and get services of Samsung Electronics and the competitor through the separate interview or the phone interview biannually for domestic, annually for overseas. Also the company continues to advance the customer’s satisfaction level by sharing the survey results and conducting the improvement activity. Through these activities, Samsung Electronics achieved the 1st position in NCSI under the supervision of Korea Productivity Center for 8 years in a row, the 1st position in KCSI by KMAC for 8 years in a row and the 1st position in KS-SQI of Korean Standard Association for 4 years consecutively in 2005. advertisementAt Samsung Electronics, all of our advertising activities are designed to provide the public with accurate information on who we are and what we make through fair and high-quality advertisements, thus helping customers with their buying decisions. 
worldwide media and potential customers, we recognize that creating a good image through mass media is as important as innovative products. We also are highly aware of the fact that delivering overall company and product information accurately to shareholders is significant for their investment decisions. Since we understand that a ripple effect is part of the advertising process, we are attentive to every detail, from meticulous planning to the final release on media. In a broad sense, Samsung Electronics’ advertisement is centered on the empowerment of corporate brand identity and product. In Korea, the PR team at the Seoul Headquarters is in charge of the PR functions, where as each business unit°Øs marketing team is in charge of the product advertisements. The same principle lies at overseas subsidiaries and branches pursuant to Samsung Electronics’ ethical guidelines and global marketing strategies. Most advertising made for Korean consumers is outsourced to advertising agencies. In these cases, the TV advertisement is released on media after careful examination by the organizations of advertisement consultation to make sure that the ad meets legal and moral concerns. For printed advertisements, the in-house committee conducts an examination with ethical code after their public release. With production made for overseas consumers, overseas subsidiaries and branches carry out advertising activities mostly related with product advertisements and firmly abide by the laws, regulations and moral concerns of the country in which they operate. Supplier Code of Conduct, EICC
Samsung Electronics strives to implement our corporate philosophy, ‘social contribution through the best products and services’ since foundation. We do our best not only to make best products and service but also to take responsibility and the role as corporate citizen for better society. As part of this effort, December 2007 the company joined EICC(Electronic Industry Citizenship Coalition) that gives high level standards regarding working conditions, ethics of the business, safe and health of workers, and the environment that can be implemented across whole supply chain. Samsung Electronics supports EICC Code of Conduct and seeks to conform to the Code and its implementation methods across the company and its suppliers. The company adopted EICC Code of Conduct as its Supplier Code of Conduct and October 2008 started to require its suppliers to acknowledge and implement the Code. Read more about EICC Read more Samsung Supplier Code of Conduct ( EICC Code of Conduct ) ANNEXPrivacy Act(“Samsung Electronics Co., Ltd. (“Samsung Electronics”) values the personal information of its customers and strives to protect each customer’s personal information.) Samsung Electronics values the personal information of its customers and adheres to this Samsung Policy (“the Privacy Policy”) established in compliance with all applicable laws and regulations including the Act on Personal Information Protection (Korean). The Privacy Policy may be amended from time to time in light of the enactment of any new laws and change of any existing laws, government policies, or Samsung Electronics other internal policies. Any revision of the Privacy Policy shall be announced on Samsung Electronics LFD.com Homepage (http://www.samsunglfd.com), or will be communicated to each customer individually. Please visit Samsung Electronics LFD.com Homepage (http://www.samsunglfd.com) for updates In case of any discrepancy between this Privacy Policy and any other privacy policies posted on the Samsung Electronics Homepage (www.samsung.com/sec), this Privacy Policy shall prevail. The provisions of the Privacy Policy are as follows:
Article 1: General Provisions Personal Information means information about an individual which can be used to identify that individual and includes his or her name and resident/alien registration number. (Personal information also includes any data that cannot be used to identify an individual in and of themselves but are capable of being so used when combined with other information). Samsung Electronics values protection of personal information of its customers and strictly complies with all applicable laws and regulations on personal information protection including the “Act on Personal Information Protection” and “Guideline for the Protection of Personal Information” established by the Ministry of Public Administration and Security. Through this Privacy Policy, Samsung Electronics intends to inform its customers of the purpose and method of use of their personal information as well as the measures taken to protect such personal information. Samsung Electronics posts this Privacy Policy on its Homepage to facilitate its access by the customers. Samsung Electronics has established certain procedures necessary for revising the Privacy Policy. In addition, Samsung Electronics assigns version numbers to any revision of the Privacy Policy to allow its customer to refer to prior versions. Article 2: Information Subject to Collection and Means of Collection Samsung Electronics may collect its customers’ personal information as required for the purpose of providing certain services such as Samsung Electronics Product Marketing information to its customers as follows: Information subject to collection Subject to mandatory collection: name, telephone number and e-mail address Method of Collection MySingle, B2B integrated certification Samsung Electronics has established a procedure whereby each customer may give or withhold his or her consent to the collection and use of his or her personal information Article 3: Collection and Use of Personal Information Samsung Electronics collects its customers’ personal information only to the extent necessary for the satisfactory provision of services as follows:
Please note, however, that Samsung Electronics does not collect any sensitive information relating to race, national origin, ideological or political beliefs, place of birth, criminal records, health, or sex life which may result in violation of the human rights. Article 4: Use, Provision, and Sharing of Personal Information Unless a customer’s consent is given or unless stipulated otherwise in the applicable laws and regulations, Samsung Electronics shall neither use any of his or her personal information nor provide such personal information to persons, corporations or organizations for purposes other than those stipulated in Article 3 (Collection and Use of Personal Information) herein. Notwithstanding the foregoing, Samsung Electronics may use and provide personal information to others for purposes other than those stipulated in Article 3 if : all rights and obligations of the service provider handling the personal information provided by Samsung Electronics have disposed of or transferred to another party, provided, however, that, Samsung Electronics notifies its customers of such transfer or disposal in advance and offers its customers an option to revoke their consent; Samsung Electronics obtains the consent of its customers after sending an e-mail notification or serving a prior written notice specifying the details of the proposed recipient of their personal information, the purpose of the proposed use, the information proposed to be shared, the customers’ right to withhold consent, and the implications of withholding consent, if any. The personal information of a customer may be provided to a third party without his or her consent in accordance with the applicable laws and regulations if: Samsung is required to provide certain services pursuant to a service contract; the information is requested by a government agency for the purpose of conducting an investigation in accordance with the applicable laws and regulations; or the personal information in question is to be used for the purpose of conducting a study, market survey or statistical analysis and will not result in identification of any individual. Article 5: Outsourcing of the Processing of Personal Information For the purposes of providing customer service, Samsung Electronics may outsource the processing of personal information as follows:
When outsourcing the processing of its customers’ personal information, Samsung Electronics will require the service provider to adhere to the instructions on the protection of personal information, maintain confidentiality, refrain from transferring or disclosing the personal information to a third party, assume liability for any damages, and return/dispose of the personal information immediately after the termination of the contract period and maintain hard and electronic copies of the outsourcing contract. In the event of any changes to the terms of the outsourcing contract, Samsung Electronics shall notify its customers of the changes using at least two of the following means: e-mail, phone, SMS, or any other similar means. Article 6: Retention/Use Period and Destruction of Personal Information After fulfilling its objectives of collection and/or use of its customer’s personal information, Samsung Electronics shall dispose of the information immediately. Notwithstanding the foregoing, Samsung Electronics may retain certain personal information of its customers for the period permitted under the applicable law in the event that Samsung Electronics is required to do so for the purpose of verifying certain details of certain transaction, pursuant to the applicable laws and regulations including the Commercial Code (Korean) or pursuant to its internal policies. ※ Retention of information in accordance with the applicable laws and regulations (Commercial Code, Framework Act on National Tax, Act on Consumer Protection in Electronic Commerce Transactions (Korean), etc.)
Procedures for and means of disposal Procedures for disposal Each customer’s personal information will be transferred to a discrete database and subsequently be disposed of after a certain period of time in accordance with the internal policies and the applicable laws (refer to the Retention/Use Period above) and will not be used for purposes other than those permitted under the applicable laws and regulations. Means of disposal Any hard copies of personal information shall be disposed of by shredding or burning. Any electronic files of personal information shall be destroyed irretrievably using appropriate technological means. Article 7: Rights and Obligations of Customers and Samsung Electronics Each customer is entitled to request an inspection, change, removal, or suspension from use or retention of his or her personal information and/or withdraw his or her consent to the use and retention of his or her personal information. In the event that a customer requests an inspection, change, removal, or suspension from use or retention of his or her personal information, Samsung will take appropriate measures to comply with such request without any delay after verifying the identity of the customer. Each customer may make the above request by calling 1588-3366 or communicating with the Samsung Electronics Personal Information Manager and staff by mail, phone, or e-mail. In the event that a customer requests a correction of any error in his or her personal information, Samsung Electronics will refrain from using or providing the personal information in question until the correction has been made. In addition, if an erroneous piece of personal information has already been provided to a third party, Samsung Electronics shall ensure that the appropriate correction is made without delay to the personal information that is in possession of the third party. Upon request by a customer, Samsung Electronics will destroy his or her personal information in accordance with the policy stipulated in Article 6 herein or any applicable laws and regulations and take appropriate measures to prevent such information from being inspected or used for purposes other than those stipulated in Article 3. Each customer is advised to provide accurate personal information. Each customer shall be responsible for any damages resulting from any inaccuracy in the personal information he or she has provided. In the event that a customer provides false or misleading information, he or she may forfeit his or her rights as a Samsung customer. Each customer has the right to receive protection of his or her personal information and has the obligation to protect his or her personal information and refrain from infringing another person’s right regarding that person’s personal information. Each customer is advised to prevent any leakage of his or her personal information and to refrain from damaging another person’s personal information. Any customer who infringes another person’s personal information or commits defamation by violating the foregoing obligations may be penalized in accordance with the applicable laws. Protection of Personal Information of Minors Samsung Electronics does not collect any personal information of minors. However, in the event that Samsung Electronics is required to collect any personal information of a minor for reasons relating to any payment or delivery, Samsung Electronics will obtain the consent of his or her legal guardian in advance and destroy the personal information collected immediately after the execution of the transaction in question. In addition, Samsung Electronics will take certain cautionary measures when handling the personal information of a minor. Article 8: Personal Information Manager Any complaints or questions relating to Samsung Electronics’ handling of the personal information of its customers shall be directed to the following personnel:
Any report or questions relating to the infringement of any personal information may be directed to the following organizations: Personal Information Infringement Reporting Center (www.118.or.kr/118) e-Privacy Mark Authentication Committee (www.eprivacy.or.kr/02-580-0533~4) Internet Crime Investigation Center of the Supreme Prosecutors’ Office (www.spo.go.kr/02-3480-2000) Cyber Terror Response Center of the National Police Agency (www.ctrc.go.kr/02-392-0330) Article 9: Taking Security Measures to Protect Personal Information Samsung Electronics takes the following technical and administrative measures to protect its customers’ personal information from loss, theft, leakage, falsification or damage Samsung Electronics saves and handles important personal information using an encryption mechanism. Anti-hacking measures
Limiting the personnel allowed to handle personal information and providing training Samsung Electronics restricts access to the personal information of its customers to those of its personnel (“Personal Information Managers”) who have a legitimate need-to-know to carry out the purpose stipulated in Article 3. Samsung Electronics trains such personnel to protect and safeguard the personal information against unauthorized use or disclosure. The hand-over procedures for personal information managers are carried out in a protected environment, and each personal information manager receives training on the handling of the personal information of Samsung Electronics’ customers. For the purpose of preventing access by unrelated personnel, Samsung Electronics designates its computer rooms and data storage rooms as restricted areas. Operation of the personal information protection organization Samsung Electronics -- through its personal information protection organization -- oversees the protection of all personal information in its possession and ensures compliance all related procedures by its Personal Information Managers. In the event that a problem is found, Samsung Electronics takes appropriate corrective measures immediately. Notwithstanding the foregoing, Samsung Electronics shall not be liable for matters arising from the leakage of any personal information caused by its customer’s negligence or any technical problems. Article 10: Transmission of Information of Advertising Nature Samsung Electronics does not send to its customers any information of an advertising nature for commercial purposes against the express will of its customers. When sending any information of an advertising nature by email for the purpose of online marketing such as product information, Samsung Electronics shall take the following measures: Subject line of e-mail need not contain the terms, "Advertising" or "Advertisement". Main text of e-mail shall: (1) contain the terms, "Advertising or "Advertisement"; (2) clearly state the name, e-mail address, phone number, and address of the sender so that the recipient can indicate his or her wish to unsubscribe any future emails; and (3) explain the method for indicating the wish to unsubscribe. Article 11: Announcement of Change to Privacy Policy This Privacy Policy was established on September 29, 2011; any plan to amend the Privacy Policy in light of the enactment of any new laws, change to any existing laws, government policies or Samsung Electronics’ internal policies, or change to any security technology will be announced on the Samsung Electronics LFD.com Homepage at least seven days prior to the proposed change. Notwithstanding the foregoing, Samsung Electronics will obtain the consent of its customers in case of any significant change to the Privacy Policy affecting the transfer of their personal information to a third party or affecting the use and retention of their personal information. Version No., of Privacy Policy: V 1.0 Enforcement Date of Privacy Policy: September 30, 2011 Directory: 2013 2013 -> Annual InStructional unit plan 2013 -> The Ministry of Education and Science of Ukraine 2013 -> #1 a lifesafer of virginia inc 2013 -> Name(s): your name here team or Group #(if applicable): Professor’s name 2013 -> Alcott Local School Council (lcs) Meeting Minutes 2013 -> Table Of Contents introduction 2 2013 -> Supplemental demographic information 2013 -> 【Education&Working Experience】 Download 198.88 Kb. Share with your friends:
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