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Hanssem ensures that customers can use its products with confidence under strict standards.
Hanssem provides customers with reliable products through a quality management system that spans from the product planning stage to post-launch.
New products undergo various tests and standard reviews regarding materials, manufacturing processes, safety, and performance to ensure they meet quality requirements. Relevant certifications and verifications further enhance product completeness. Even after launch, continuous quality inspections and post-launch management are performed. Based on a company-wide quality management system, we strengthen product quality consistency and customer satisfaction.
New products undergo various tests and standard reviews regarding materials, manufacturing processes, safety, and performance to ensure they meet quality requirements. Relevant certifications and verifications further enhance product completeness. Even after launch, continuous quality inspections and post-launch management are performed. Based on a company-wide quality management system, we strengthen product quality consistency and customer satisfaction.
Quality Management Objectives
Zero PL accidents and disciplinary actions
Reduction of A/S through quality improvement
Quality innovation for customer satisfaction
- PL accident: An incident in which a defect in a product causes damage to a person or property
Quality Verification Process
Hanssem operates a management system that prioritizes consumer rights protection throughout the entire product and service delivery process, focusing on preventing customer complaints and ensuring fair issue resolution.
We continuously strive to improve the customer experience through various channels, including operating a Claims Review and Mediation Committee that reflects customer feedback, VOC (Voice of Customer) initiatives, and on-site service visits. Hanssem continues its efforts to enhance customer protection and service quality, thereby building greater customer trust.
We continuously strive to improve the customer experience through various channels, including operating a Claims Review and Mediation Committee that reflects customer feedback, VOC (Voice of Customer) initiatives, and on-site service visits. Hanssem continues its efforts to enhance customer protection and service quality, thereby building greater customer trust.
Consumer Rights Protection Goals
Short-Term Goals (~2026)
Improve Consumer Services and
Operational Efficiency
Operational Efficiency
- Build claims advisory and similar case-search systems
- Improve the service quality management processes and systems
Medium- to Long-Term Goals (2028)
Enhance Consumer-Centric Management
- Devise a prevention process based on claims/voice of the Customer (VOC)/after-sales service (AS) data
- Reduce product liability (PL) incidents by 50% through improved risk grade classification management
Claims Review and Conciliation Committee
Hanssem operates a weekly Claims Review and Mediation Committee to swiftly and fairly resolve customer complaints and damages.Relevant departments, including Sales, Construction, and After-Sales Service, participate to review major claims and analyze their causes. This enables the development of effective improvement measures and recurrence prevention strategies from a customer protection perspective.
Through this process, we enhance customer satisfaction while simultaneously improving internal processes, continuously strengthening our customer-centric management approach.
Customer Satisfaction Survey Results
VOC
Hanssem values your diverse opinions and concerns, actively incorporating them into service and product improvements.
We promptly review and address all submitted feedback. For more detailed assistance, please use the direct link to our Customer Service Center.
We promptly review and address all submitted feedback. For more detailed assistance, please use the direct link to our Customer Service Center.
Hanssem operates information security policies and guidelines based on its Information Security Management System (ISMS) certification, systematically managing the protection of customer personal information. Through various preventive activities such as information security training, campaigns, and simulated hacking, it enhances employees' security awareness and continuously strengthens the level of personal information protection. In the event of a security incident, it promptly identifies and reports the incident through rapid response procedures and reliably protects customer information assets through systematic measures.
Response Measures Based on the Scale of Personal Information Leakage
Minor Incident
When an individual files a claim regarding our personal information protection system through the field or customer service center
results
The department where the incident occurred and the Information Security Office shall respond to the incident in accordance with relevant laws, regulations, systems, and standards.
Serious Incident
Personal information leakage, service disruptions, or hacking incidents via the website or external intrusion
results
Activate the Integrated Situation Center and establish a real-time situation response system.
Internal Incident
Personal information leakage through internal employees
results
Conduct incident investigations led by the Information Security Office; activate the Integrated Situation Center in the event of a large-scale data breach incident.
Information Security Prevention Activities
Prevention Drills
- Regular cyber crisis response and disaster recovery drills
- Response capability assessment through participation in KISA simulation exercises
- Implementation of cloud WAF and EDR security solutions
- Regular vulnerability assessments for key service websites and apps
Campaigns
- Operating company-wide Information Security Day and enhancing security awareness
- Implementing clean desk and malicious email prevention campaigns
- Conducting simulated malicious email training for employees
- Announcing company-wide security compliance rules via groupware
Trainings
- Information security and personal data protection training for all employees
- Online training on the latest security issues and regulations
- Attendance at specialized seminars and external training for security officers
- Operation of cybercrime prevention training in collaboration with the National Police Agency
Security Governance and Infrastructure Enhancement
- ISMS certification audit consulting and management system maintenance
- Revision of information security policies and internal operational guidelines
- Subscription and renewal of personal information protection liability insurance
- ITGC internal control and system account privilege review