ESG
    • VALUE CHAIN COMPETITIVENESS

    價值鏈競爭力

    VALUE CHAIN COMPETITIVENESS

    Establish a Customer-oriented Comprehensive Service Platform
    We are committed to “establishing a customer-oriented comprehensive service platform”based on our core value of “Focusing on Human.” In the highly competitive semiconductor industry, rapid process migration and fast product turnover are now commonplace. Each technological advancement dictates market competitiveness. iST understands that beyond precise analytical capabilities, it is even more important to be a reliable technical partner to its customers. We not only provide professional verification and analysis, but also regard customer service as a core principle. These principles are the foundation of our services, and the values that every iST employee and sales representative should uphold.
    Business Personnel Education and Growth Plan
    In the rapidly evolving semiconductor industry, technology advances at a breakneck pace, product life cycles are brief, and market demands shift in the blink of an eye. In this environment, only by responding quickly to market demands and adjusting strategies immediately can we maintain a competitive advantage. The Chairman often emphasizes that the mission of the sales personnel is not merely selling products, but also helping customers solve problems and creating value with them. We have established a systematic and highly customer-oriented education and training mechanism to ensure our personnel possess market sensitivity, technological foresight, and adaptability, enabling us to provide customers with the most timely and accurate service.
    Business training with the market and customer as the core
    We hold monthly business training to ensure that the sales team can keep abreast of market trends and respond to customer needs quickly. The training covers:
    • Market demand and technology trend analysis – In-depth research on changes in the semiconductor industry supply chain, electronic product life cycles, and technology development directions, ensuring that the business team can anticipate market changes and prepare solutions in advance.
    • Rapid response and strategic adjustment – Through practical simulations and case studies, participants will be trained to make quick decisions and respond to market changes in a timely manner, avoiding a reactive stance.
    • Problem solution and analysis of customer pain points – Strengthening cross-departmental collaboration and resource integration capabilities can provide products and deliver the most effective solutions for customer pain points, thereby enhancing service value.
    • Precise communication and customer relationship management – We emphasize rapid response and adaptability to empower the sales team to quickly provide customers with the information they need, ensuring timely decision-making and fostering long-term trust.
    • In 2024, we organized 12 regular business education and training sessions related to the above topics, accumulating over 480 hours of training time.
    Comprehensive training mechanism to ensure immediate readiness
    New employees must pass the orientation training and evaluation before starting work. We not only help new employees familiarize themselves with the Company’s products and operations, but also help them focus on development of their market adaptability. Through market trend analysis, customer scenario simulations, and professional sales skill training, we ensure new hires can commence their work quickly and respond effectively.
    Enhancement of internal and external collaboration to improve market competitiveness
    We enhance the professional skills of our sales personnel and emphasize internal cross-departmental collaboration to ensure that our sales team can work closely with the technology, QA, and supply chain departments to respond to market changes quickly. In addition, we have trained our sales assistants in professional skills (such as quotation management, order processing, account reconciliation and invoice processing) to streamline administrative processes and ensure that the sales team can focus on market development and customer service.
    Continuous improvement to ensure always keeping our position at the forefront of the market
    In the future, we will continue to refine our training programs. By leveraging market data analysis, customer feedback, and tracking industry trends, we will ensure our business team remains agile and responsive. We aim to not only partner with our customers but also to help them stay ahead of the curve. In the semiconductor industry, even a slight delay can put us behind. We deeply understand that only through continuous learning and timely responses can we collaborate with our customer to overcome every market challenge and achieve lasting success.
    Training on Customer Service Skills and Competencies for All Employees
    The Company highly values customer service skills and ability training. For this, we provided related functional training on a regular basis for the sales team and all employees. In order to improve service quality, we have specially formulated the “Moment of Truth Behavior Model” to deeply embed this model and the service spirit in the hearts of the employees to reduce the risk of service negligence. The training for employees is divided into two major aspects: customer service skills and customer service abilities.
    Customer service skills
    Include, but not limited to handling critical situations, case acquisition skills, effective case handling procedures, customer complaint resolution skills, customer service and professional development, service quality enhancement, and the iST MOT series.
    Customer service abilities
    Focus on cultivating the professional abilities of employees, enabling them to quickly assist customers with problem analysis and resolution. This includes training in specialized courses offered by analysis laboratories as well as knowledge of product and service features, etc.
    In 2024, iST organized 63 customer service-related training courses, with 2,230 participants and a total of 2,389.60 training hours. Through systematic training and continuous learning, the Company ensures that every employee can provide customers with the highest quality service and the best professional attitude and abilities, and collectively drive progress and innovation in the semiconductor industry.
    Customer First – Emphasize Customer Feelings, Improve Service Quality Continuously, Build Customer Loyalty, and Enhance Brand Reputation
    We pay close attention to customer satisfaction through two methods: “weekly telephone interview with customers” and “annual satisfaction survey”. The average score of weekly telephone interviews in 2024 was 9.90, and the satisfaction rate of the annual satisfaction survey reached 98.01% or higher.
    Weekly telephone interview with customers
    iST conducts weekly random telephone surveys to immediately gauge customer experience on their cases. The telephone interview covers “service attitude,” “professional capabilities,”“speed of response to inquiries,” and “experimental delivery time.” Customers are requested to rate their satisfaction with the products and services provided by the Company’s engineering department. In 2024, a total of 1,268 customers were interviewed by phone, with an average satisfaction score of 9.90.
    Annual Satisfaction Questionnaire
    The Company conducts a customer satisfaction survey annually, inviting all customers who engaged our services in the current year to rate their experience with our work. In 2024, we received a total of 1,415 valid questionnaires from customers; the percentage of customers who rated “Satisfied” for“Overall Service of iST,” “Engineering Service,” “Business Services,” “Logistics Service,” and “Delivery Service” reached more than 98.01%.
    Customer Complaint Handling Process
    In order to enhance customer service, provide high-quality support, understand customer needs, iST established the customer complaint handling process to ensure that all problems and complaints of the customers can be effectively and quickly resolved and appropriate countermeasures can be taken when customers receive our business and other related services to improve customer satisfaction with the Company. The process for handling customer complaints is as follows: