| |
|
|
| Development of Shun Hing Technology Co., Ltd. |
Founded in 1953, Shun Hing Group has been developed as a well-established and
recognition enterprise. Shun Hing Technology Co., Ltd., (SHTEC) a strong member
of Shun Hing Group, was incorporated in 1985. SHTEC provides the people of Hong
Kong, Macau and China with Panasonic high-tech office automation and telecommunications
equipment, professional audio and video systems.
In 1987, SHTEC was also appointed sole agent for Hong Kong and Macau for Japan’s
renowned Itoki Office Furniture System. Our staff has grown to around 140 today. |
| |
| Implementation of Total Quality Management |
SHTEC’s pursuit of perfection bore fruit in a major way on June 18, 1993, with
the official presentation of an ISO9002 Certificate for service excellence by
the Hong Kong Quality Assurance Agency. SHTEC is committed to reaching even
greater heights of service achievement by implementing Total Quality Management.
In Feb 2003, SHTEC was granted the ISO9001: 2000 Quality Management
Certification.
Perfectly complementing our commitment to TQM is our commitment to the highest
standards of service. Our customer service pledge reflects this determination by
providing guidelines for staff in the handling of enquiries, quotations,
complaints and the arrangement of service activities.
By the implementation of Environmental Management System, SHTEC established
“Company Operating Procedure” to compile with the ISO14001 environment standard
and assures the commitment of demonstrating environmental management to society,
business partner and staff. In May 2002, SHTEC was awarded ISO14001
Environmental Management System Certification. |
|
| |
| |
| Answering telephone calls |
 |
|
Within 3 ringings |
90% |
| |
| Handling complaints |
| |
Verbal Complaint |
Acknowledgment: Within 2 working hours |
85% |
|
|
Solution offered: Within 2 working days after receipt of complaint |
80% |
| |
Written Complaint |
Acknowledgment: Within 1 working day |
95% |
|
|
Solution offered: Within 2 working days after receipt of complaint |
75% |
| |
| Response to enquires |
| |
Verbal enquires |
Within 4 working hours |
90% |
| |
Written enquires |
Within 2 working days |
90% |
| |
| Preparation of sales quotation/contract after
receiving requests |
| |
*Pro AV Products
(except tenders/project) |
Within 3 working days |
75% |
| |
Other Products |
Within 2 working days |
90% |
| |
| Preparation of confirmation letter after
receiving signed quotation |
|
|
Within 2 working days |
95% |
| |
| Making customer appointment |
| |
OA & Telecom products |
Within 1 working day |
90% |
| |
**System products |
Within 2 working days |
90% |
| |
| Lead time for delivery after order
confirmation(with stock available) |
| |
Office furniture |
within 7 working days |
90% |
| |
Other products
|
Within 3 working days |
80% |
| (Service standards are not applicable to customers residing on
Outlying Islands.) |
| Lead time for installation after delivery (except tenders/projects) |
| |
|
Within 2 working days |
95% |
| |
| Lead time for replacement of goods after
confirmation (with stock available) |
| |
Large-size copiers and office furniture |
Within 4 working days |
70% |
| |
Other Products |
Within 3 working days |
70% |
| |
| Lead time for on-site demonstration after
installation (except tenders/projects) |
| |
|
Within 2 working days |
95% |
| |
| Lead time for on-site repair service |
|
|
During next working day |
90% |
| |
| Showroom Services |
| |
Greeting and service clarification |
Within 1 minute |
95% |
| |
Other services |
within 5 minutes |
95% |
| |
Remarks: |
|
| |
* |
including professional audio-video equipment, CCVE, PA systems, LL & intercom
products and Teleconferencing systems |
|
| |
** |
including professional audio-video equipment, CCVE, PA systems, LL & intercom
products, Teleconferencing systems and office furniture |
|
|
| |
|
|
|
|
|
|
|
Processing
|
|
|
|