At Coway, we organize the 3C (Cody, CS Dr., Call center) Meeting to collect VOC and share it at a corporate-wide level. The meeting is attended by representatives of Codys, CS Doctors, and Call Center who are the first point of contact for our customers, understand the situation and status of the work and increase the synergy through communication to maximize the customer satisfaction. In 2017, 12 items were identified including products, after-sale service and training in 9 categories based on 101 items in VOC through the 3C Meeting and we made improvement on 10 of them by coordinating with the teams. For example, we managed to reduce the number of cases handled by each service office and increase the level of efficiency our on-site operation by transferring quality-related inquiries to the branch's care part.
The "Heart Trust Companion" program was established to provide more customer-friendly service based on our understanding in on-site operation and customer experience. Our executive officers are paired with Codys to provide Heart Service and listen to VOC to identify the areas of improvement. We also learn from the Codys about the improvement needed for our products and services and understand how on-site service operation works. In 2017, starting with the CEO and executive officers, team leaders and members also joined the program. In 2018, we are going to introduce it as part of our regular training program with CEO participating in the program on a quarterly basis to continue our efforts to gain insight into our on-site service operation and customers.
Our headquarters, parts, service partners and customers organized "Coway Dongchimi Donation" campaign under the slogan "clean water from the heart". The Dongchimi was made using the water purified using the CIROO filter and donated to our neighbors. In 2017, about 250 employees and service partners together with 50 customers joined their efforts and made 14,000L of Dongchimi, which we donated to social welfare centers and service partners as a token of appreciation for their hard work over the year. We will continue to energize our workplace by boosting corporate-wide morale and participating in social responsibility programs.
