We promote a culture of integrity across the entire organization through educational initiatives. In addition to communicating the specifics of our integrity policies and measures to prevent violations via the company network, we also regularly announce guidelines for integrity and preventing misconduct internally. Furthermore, we incorporate these standards into our new employee training programs and occasionally highlight real-life cases of integrity violations to reinforce the importance of ethical conduct.
We have set quantifiable quality objectives and regularly review their ongoing relevance. Fortune Medical holds certifications such as ISO 13485, the European Union Medical Device Directive, and Taiwan’s Medical Device Quality Management System. These certifications ensure that our quality standards align with international benchmarks.
Customer Satisfaction
The International Sales Section conducts a customer satisfaction survey every three years. The survey covers aspects such as products purchased or of interest, overall evaluation of Fortune Medical, desired products, and other customer suggestions. The results are reported during the management review meeting. Customer feedback is also analyzed in the meeting to set the satisfaction target for the following year. The most recent survey was conducted in 2023; therefore, no new data was collected in 2024. Improvement actions continue to build upon the achievements from the previous period.
Customer Complaint Handling
Fortune Medical values customer opinions and feedback. The complaint handling process ensures that customer complaints are addressed promptly and effectively. When a complaint is received, both domestic and international sales sections immediately acknowledge it and request a detailed written statement from the customer. If the customer has already reported the incident, they are asked to provide the incident report number for further investigation. The written statement and any abnormal products are then forwarded to the Quality Assurance Section for investigation, and a customer complaint handling report is provided based on the investigation results.
