Integrity and Transparency

A Trustworthy Company

Nanya adheres to regulations and abides by moral standards. We continue to strengthen corporate governance and risk management mechanisms and use comprehensive education and training programs to improve the professional ethics of all employees and build common prosperity in the industry to become the most trustworthy company.

Statistics

  • Elevated
    sustainability governance

    The Sustainable Development Committee was restructured from an internal management organization to a functional committee under the Board of Directors

  • Constituent stock
    of the DJSI World Index

    Constituent stock of the DJSI World Index and Emerging Markets Index

  • TOP 5 %

    Top 5% in the 9th Corporate Governance Evaluation of TWSE Listed Companies

Strategy and Performance of Material

2022 Performance

Risk Management

  • 4 quarterly meetings and reported to the Board of Directors 2 times(Goal : Regular quarterly meetings and annual reports to the Board of Directors)
  • Complete 67 items of emergency response plan (Goal : 55 items)
  • Implement 8 aspects of Stress test (Goal : 7 aspects)
  • Education and training: 100% of all employees (Goal : 100%)

Business Integrity

  • Material violations of regulations: 0 cases (Goal : 0 cases)
  • Corruption cases: 0 cases (Goal : 0 cases)
  • Employees' labor ethical training completion rate: 100% (Goal : 100%)
  • Employees' antitrust training completion rate: 100% (Goal : 100%)
  • Workplace violence: 0 cases (Goal : 0 cases)
  • Violation of trade secrets 0 cases (Goal : 0 cases)

Customer Service

  • Customer satisfaction score: 94.7 points (Goal : Over 91 points)
  • Customer participation in platform parameters measurement services: 950 cases (Goal : 930 cases)
  • Joint product verification services for customers: 31 cases (Goal : 24 cases)
  • Customer technical exchange and courses: 115 sessions (88 sessions)

2023 Goals

Risk Management

  • 4 quarterly meetings and reported to the Board of Directors 2 times
  • Complete 55 items of emergency response plan
  • Implement 7 aspects of Stress test each year
  • Education and training: 100% of all employees

Business Integrity

  • Material violations of regulations: 0 cases
  • Corruption cases: 0 cases
  • Employees' labor ethical training completion rate: 100%
  • Employees' antitrust training completion rate: 100%
  • Workplace violence: 0 cases
  • Violation of trade secrets 0 cases

Customer Service

  • Customer satisfaction score: Over 91 points
  • Customer participation in platform parameters measurement services: 935 cases
  • Joint product verification services for customers: 24 cases
  • Customer technical exchange and courses: 92 sessions

Strategy

Risk Management

  • Risk management: Establish effective risk improvement mechanisms and procedures
  • Loss management: Operating stress test and lowering operating costs
  • Effectiveness: Mobilize all employees for risk management training and regular drills for operating risks

Business Integrity

  • Focus on both internal and external operations: Implement regular internal education and training sessions and expand them to include external entities. Provide sufficient reporting channels and protection to cultivate professional ethics and legal compliance culture

Customer Service

  • Design and testing: Use global engineering support services to resolve issues with customer design and testing
  • Production and sales: Implement rigorous control of quality and improve delivery efficiency
  • After-sales services: Use the customer complaint management system to quickly resolve customers' issues

Corporate Governance

Nanya believes that through comprehensive and efficient corporate governance mechanisms, we are able to reinforce the Company' s operations and protect shareholders' interests. The Company was once again selected as a constituent of the Dow Jones Sustainability Indices (DJSI) World and Emerging Markets in 2022 and was listed in the S&P Global Sustainability Yearbook, ranking in the top 5% of the global semiconductors and semiconductor equipment industry. Currently, Nanya is a constituent stock of the FTSE4Good TIP Taiwan ESG Index and the TWSE Corporate Governance 100 Index. In addition, the Company was ranked in the top 5% for the fifth time in the 9th Corporate Governance Evaluation of TWSE Listed Companies released in 2023. These performances show that our continued efforts in corporate governance are recognized. Read More

Risk Management

To reinforce functions of the Board of Directors and risk management mechanisms, Nanya established the Risk Management Committee under the board in 2020. The Company's Board of Directors adopted the resolution to establish the Sustainable Development Committee during the Board meeting on August 3, 2022 to implement sustainable development goals such as environmental protection, social responsibility and corporate governance. Furthermore, due to considerations of functions and powers, the original Risk Management Committee was merged into the Sustainable Development Committee. Through the " Sustainable Development Committee Charter ", the number of the committee shall be no less than 3, and more than half of the members shall be independent directors. Currently, the committee is composed of 4 independent directors and 3 directors. The Company's Risk Management Regulations by the Board of Directors, which includes the risk management policy, and aims to effectively identify, analyze and assess, and continuously monitor risks, raising the risk awareness of all employees in hopes of controlling risks within a tolerable range. This ensures the completeness, effectiveness, and benefits of risk management.

The board of directors is the highest level decision-making and supervision unit for risk management, and is responsible for establishing the Company' s risk management policy and regulations. The board of directors supervises the implementation of the risk management system and the effective operation of its mechanisms. The Sustainable Development Committee reviews the Company' s risk management policies, strategies, and management approach, and supervises the Company' s implementation of risk management matters and implementation plans to achieve risk management goals. The Sustainable Development Committee meets twice a year and reports the situation of risk management or major risk items to the Board of Directors in a timely manner. In accordance with the Risk Management Regulations, Nanya established the Risk Management Steering Center. The Executive Vice President serves as the center' s Director and members are assigned by each department head based on tasks. The Steering Center is responsible for promoting and supervising the work implementation of each risk management team as well as the entire risk control. The Risk Management Steering Center shall meet quarterly to review the operational performance and business continuity plans of each risk management team to ensure the applicability, suitability, and effectiveness of the ongoing operations of these risk teams.

Missions and Commitments

Risk Management Missions

We will establish and maintain effective risk management systems and constantly improve them, lower operation cost to ensure corporate sustainable profits, and create a quality working environment to achieve the goals of corporate sustainable operation.

Risk Management Commitments

All employees shall adhere to their commitments and managers in particular should lead by example and fulfill their supervisory responsibilities.

  • We shall ensure that employees of all levels receive adequate training and have the skills for performing various risk management tasks to ensure the normal operations of the Company.
  • The Company shall provide necessary resources to maintain the effective operations of risk management mechanisms and continue to implement improvements to reduce risks.
  • We shall strengthen communication with stakeholders, increase the risk management awareness of all employees, and fulfill our risk management policy.

Duties of the Risk Management Steering Center

Risk Management System

Nanya' s risk management systems are used to identify and analyze risks currently faced by the Company, establish suitable risk appetite and control procedures, and supervise compliance with various risks and risk appetite . We adopt risk management systems and uncover the Company' s potential risks and opportunities to effectively execute risk management and ensure normal operations of the Company. We create value for shareholders, employees, customers, and society to achieve sustainable development goals for the Company.

Risk Identification

In accordance with the mechanisms and values of the ISO 31000 Enterprise Risk Management (ERM) Guidelines, Nanya formulated risk management policies and procedures in combination with our long-term goals of business strategy to serve as guiding principles. We shall annually review emerging risks in the near three to five years and follow them up. Through long-term planning and promotion, we aim to establish the staff's risk awareness and further internalize the awareness in daily management to ensure the normal operations of the Company.

Response Measures to Risks

After the risk identification, items that required improvement plans were mainly on the aspects of operations, accounting for 5 items, and information security, accounting for 1 items. Each group had formulated response measures against these items, and the measures were implementing. Moreover, related handling mechanisms were established.

  • Operational risk
    • COVID-19: Continue to monitor domestic and overseas vaccination rate, encourage employees to be vaccinated as soon as possible and report it to the Company, so that we can monitor employee vaccination rate and herd immunity. At present, 96.65% of the Company's employees received the first shot, 95.62% received the second shot, 89.44% received the third shot, and 8.82% received the fourth shot. The Company has had 2,360 confirmed cases so far, in which 2,355 have completed isolation, and average rate of confirmed cases was 65.4%.
    • Electricity: Different electricity rationing scenarios are simulated each year, and emergency response drills are conducted. We continue to track power development projects and stable power supply measures of the government and Taiwan Power Company, in order to assess related risks and respond in a timely manner. Emergency power generators and DUPS equipment and response measures of our fabs were able to effectively respond to voltage drop, electricity rationing, and major events of abnormal power supply in recent years, and did not cause any severe production incidents.
    • Manpower: Strengthened talent training, improved salaries and benefits, collaborated with high-quality universities and colleges in internships to prevent unstable manpower, and cooperated with human resource agencies for a long period of time, so that the Company will be able to immediately recruit short-term manpower. The percentage of job openings filled internally increased from 1.26% in January 2022 to 55.88% in December, an increase of 29.35% compared with the previous year.
  • Information Security Risk
    • Completed an access control list (ACL) for computers of high risk endpoints (1,113 computes in total), and installed the unified threat management (UTM) system on key equipment (10 in total) to lower the scope affected by risks.
    • Installed an information security monitoring system on OT equipment to monitor the list of assets and network topology, implement vulnerability management and risk assessment, and use AI for big data analysis, so as to achieve early discovery of potential threats.
    • Added "supply chain information security threat"; the Company plans to implement differential management through supplier classification; design a self-evaluation form for suppliers to evaluate the current status of their information security, and then use suppliers' self-evaluation results and attributes as the basis for classification; conduct on-site audits for key high-risk suppliers.
    • The goal is to complete audits of (3) high risk suppliers before November 30, 2023.
  • Finance Risk

    The sales of DRAM products are mainly conducted in US dollars. The Company established an offshore subsidiary at the end of 2018 to reduce the impact of exchange rates on the US dollar positions held by the parent company. In the future, we will continue to periodically review and manage the US dollar positions and implement the following practices:

    • Convert the US dollar cash to the New Taiwan dollar and keep the lowest US dollar positions.
    • Evaluate the use of pre-selling Foreign Exchange Forward to lower the exchange rate risk of accounts receivable.
    • Evaluate the increase in debt denominated in US dollars to offset the exchange rate risk of accounts receivable for retention of reasonable US dollar net positions to reduce the impact of appreciation. (depreciation) in New Taiwan dollars on profit and loss
  • Hazard Risk
    • Under the continued operation of ISO45001 & ISO14001 management systems, the Safety and Hygiene Division continues to identify potential EHS risks. We have established indicators and continue to monitor low risk hazards. For medium and high risks, we proposed and implemented improvement plans, and presented the risks that were identified and their control measures in quarterly risk management meetings.
    • Risk management will focus on expansion (construction) projects (parking lot, expansion of the new Fab 5A) in 2022, and will mainly aim to prevent occupational accidents from occurring in the construction process. The Company appointed additional personnel to carry out daily inspections and audits of the expansion area. Furthermore, project audits and management is carried out in coordination with the related departments. We also participate in monthly meetings of the construction site collaboration organization and deficiency improvement reviews, in hopes of eliminating or reducing the risk of severe occupational accidents during the expansion (construction) period.
    • We have consistently directed our efforts to the implementation of Enterprise Risk Management (ERM), and we continue to identify potential risks and implement management measures for different levels of risk to mitigate the impact of incidents. We continue to improve our BCP/BCM to rapidly recover from impacts and reduce losses.
  • Legal Risk
    • Compliance with the Personal Data Protection Act: In response to the personal data protection regulations of the European Union, United States, China, and Taiwan, the Company has obtained the consent or authorization of employees and customers and updated labor contracts and employee manuals of overseas subsidiaries to ensure employee and customer privacy. With regard to cross-border transmission of information, we have signed cross-border agreements that comply with the regulations of each country or the official version agreements, and immediately update the versions to ensure their effectiveness.
    • Compliance with the climate change regulations: The Company became a founding member of the Semiconductor Climate Consortium (SCC) in 2022, and strives to continue reducing GHG emissions through technological innovations and maintaining close communication with members of the SCC. The Company publishes annual progress reports on the 3 major scopes of carbon emissions each year. We set short-term and long-term carbon reduction goals in coordination with government policy, in order to achieve net zero emissions by 2050. Carbon emission reduction measures are included in the planning and design of new fabs. The best available control technology (BACT) is used for air pollution prevention equipment. The prohibition or restricted use of GHG with high warming potential are prohibited or restricted, and may affect the use of process raw materials. We will evaluate a voluntary reduction plan to offset our emissions, and pay carbon fees according to the type of emissions, which may increase operating costs. The Company has low risk of being ordered to suspend operations.
    • Intellectual property protection: The Company has formulated an intellectual property management strategy and deepened its patent portfolio. We also included the protection of trade secrets into the training course for new employees, and require employees to strictly abide by their obligation of confidentiality. The Company established information security management regulations to protect data safety and customer privacy. We raise employee awareness to protect the Company's confidential information and improve their knowledge of regulatory compliance through education and training, thereby lowering the risk of information leakage. The implementation progress is reported to the Board of Directors each year, and is disclosed on the official website.
    • Compliance with antitrust regulation: The Company has collaborated with legal experts of different countries, periodically gathered international antitrust standards and enforcement status, and comprehensively promoted the compliance with antitrust regulations to the staff. Currently, we have only one antitrust lawsuit case being appealed in the courts in Brazil, and this has no material impacts on our operations.

Emerging Risks

Department heads gathered emerging risks in 2022, and senior executives identified three material emerging risks. Nanya has formulated response countermeasures while continuing to implement improvements with the aim of mitigating related impacts.

  • Environmental risks

    The government's energy transformation and carbon reduction policy may put pressure on the Nanya's operations

    Risk category

    Environmental risks

    Risk description
    • The government adopted a new energy policy to achieve a non-nuclear homeland and international carbon reduction commitment by 2025, and is thus promoting the energy transformation of Taiwan Power Company and general enterprises.
    • The government will pass carbon reduction measures into law and promote the carbon reduction transition of enterprises to achieve its commitment to net zero emissions by 2050.
    • The government may begin collecting carbon fees in 2024, which might increase the Company's operating costs.
    • The government is expected to set carbon emission limits for each industry in 3-5 years to control total GHG emissions.
    Impact
    • During peak electricity usage in the future, if the power generators or transmission and distribution systems of Taiwan Power Company malfunction and renewable energy supply is unstable, it may result in power rationing.
    • When carbon reduction measures are passed into law in the future, the cost of raw material production plants will increase and cause the Company's raw materials costs to increase, creating the issue of green inflation.
    • When Taiwan begins to collect carbon fees in the future, Nanya Technology Corporation expects expenses to increase by NT$132 million each year, which will impact profits.
    • Additional expenses are required to purchase carbon rights when GHG emissions exceed the total limit.
    Response measures
    • To respond to and prevent the risk of power rationing, we have installed diesel fuel power generators and Dynamic Uninterruptible Power Supply (DUPS) to increase the operational resilience of our fabs, and planned the following measures:
      a. Set electricity saving plans and reduce overall electricity consumption.
      b. Reduce electricity use for non-production purposes when there is insufficient power supply.
      c. Review available space and install solar panels to generate electricity for self use.
    • In response to future limits on GHG emissions, the Company began implementing the Science Based Target (SBT) project in 2022 to reduce GHG emissions.
    • Continue to observe the legislation of related laws and regulations.
  • Social Risks

    Insufficient key talents

    Risk category

    Social Risks

    Risk description
    • The semiconductor industry has become a key industry that has attracted global attention. Recently, many major companies are building new fabs, expanding production capacity, or upgrading technologies, and it has significantly increased demand on key semiconductor talent. Due to the severely low birth rate in Taiwan, the number of students graduating from science and engineering departments has significantly decreased, and impacted the mid-term and long-term talent supply of the overall industry.
    • A domestic semiconductor manufacturer has announced that its new fab will recruit at least 15,800 employees. This does not include the manpower required when fabs that have passed the environmental impact assessment begin production in the future. As a result, the domestic semiconductor industry will continue to suffer from a labor shortage, which will increase the difficulty of recruiting key talent.
    Impact
    • The semiconductor industry has a shortage of technical talent, insufficient recruitment or loss of current talent will severely impact the product and process technology development of companies, which will further impact their long-term competitiveness.
    • As new generation fabs are being built, a considerable amount of talent will be needed in the future, and a shortage of employees will impact the time it takes for the Company's new fab to reach mass production, and business growth will be limited.
    Response measures
    • Build a pool of key talent and implement key talent development and retention measures.
    • Expand the scope of industry-academia collaboration, establish an internship cooperation platform with nearby universities, and establish a stable source of human resources in the long-term.
    • Monitor industrial, government, academic, and research talent trends, and support and promote talent development measures.
    • Improve company image, enhance the brand as an employer, and attract talent to join the Company.
    • Encourage women and foreign workers to join the semiconductor industry and increase the percentage they account for in promotions and hiring.
  • Geopolitics

    Conflict between the United States and China has created tense political relations across the Taiwan Strait, creating uncertainty for future operations

    Risk category

    Geopolitics

    Risk description
    • U.S. House of Representatives Speaker Nancy Pelosi visited Taiwan in August 2022, and caused China to conduct a large scale military exercise in the Taiwan Strait. The U.S. Congress recently passed several bills to support Taiwan and build closer relationships with Taiwan. Hence, cross- Strait relations may become a part of the conflict between the U.S. and China.
    Impact
    • If tensions in the Taiwan Strait rise, it may force the upstream supply chain to change its shipping route, which will significantly increase transportation time and cost.
    • If tensions in the Taiwan Strait rise, it may also cause downstream customers to worry about the stability of the Company's deliveries, and transfer purchase orders to supply chains in other regions, affecting the company's purchase orders.
    • If tensions in the Taiwan Strait rise, it may severely impact the confidence of international and domestic financial markets, and will impact the Company's operations.
    Response measures
    • Monitor the situation in the Taiwan Strait and increase inventory of raw materials when appropriate.
    • Consider increasing overseas hub to diversify the Company's operational risk and reduce customers' concern about the stability of delivery.
  • Other risks

    Information security – Hacking/Viruses may cause production, operational, or financial losses

    Risk category

    Other risks

    Risk description
    • The rise and convenience of the Internet provides excellent channels and environment for cyber criminals. The number of information security incidents (mainly extortion) has significantly increased due to cyberattacks/viruses from hackers. The number of major information security incidents among public companies in Taiwan in the fourth quarter of 2022 was higher than the total of the first three quarters
    • According to the Company's internal statistics, the number of hacking attempts in 2022 increased approximately 200% compared with 2021, showing a significant increase in information security risk.
    • The supply chain has inadequate information security. When hackers cannot directly hack their main target, they will attack the relatively vulnerable supply chain instead to increase their chances of hacking their main target.
    Impact
    • If hackers obtain classified and sensitive data of the Company or customers, they will be able to threaten or extort the Company.
    • Hackers that steal the Company's advanced process technologies will threaten the Company's sustainability and profitability in the long-term.
    • If hackers paralyze the Company's operations, it will cause production or operational losses.
    Response measures
    • Establish complete monitoring mechanisms to immediately discover abnormal conduct and lower the probability of hacking or data leakage.
    • Establish defense-in-depth to increase the difficulty of hacking, and encrypt classified files to prevent the data from being exploited or used for threats after being leaked.
    • Continue to patch system vulnerabilities to lower known risks.
    • Continue to analyze hacking methods and patch system vulnerabilities to block attacks.
    • Continue to conduct information security incident drills to improve emergency response abilities.
    • Establish supply chain classified management measures, and prepare a supplier information security self-evaluation questionnaire, to help suppliers examine potential risks and vulnerabilities, and thereby improve the overall information security of the supply chain.

Information Security

In 2022, Nanya Technology Corporation once again passed the information security verification that is carried out for ISO 27001 every three years. The scope of verification was expanded from the six main units to 100% coverage of all fabs, showing Nanya Technology Corporation's emphasis on its information security management system, while meeting international standards.

In coordination with the enactment of the Cyber Security Management Act, Nanya is required to obtain 4 effective cyber security certificates the same as government agencies with Grade A information security responsibilities. We have already obtained EC-Council CCISO (Certified Chief Information Security Officer), EC-Council ECSA (Certified Security Analyst), EC-Council CEH (Certificated Ethical Hacker), and ISO/IEC 27001: 2013 Information Security Management System (ISMS) Lead Auditor (ISMS chief auditor) to enhance the professional competencies and efficiency of information security personnel.

Nanya Technology Corporation established an interdepartmental Information Security Committee to advance information security management. The President serves as the convener and five level 1 supervisors were appointed as committee members. They include the Information Security Officer (Special Assistant Shin-An Niu) and heads of the Quality Assurance Division, Legal & IP Division, Human Resources Division, and Automated Information Division. Meetings of the Information Security Committee are convened every week. The committee is mainly responsible for the planning, formulation, approval, and supervision of the information security policies, goals, and related regulations. In addition, the committee quarterly reports the results of the operations of the information security management system to the board of directors.

Information Security Risk Assessment and Drills

As different departments have different information system structures, we have performed risk evaluation and identification on these systems based on the severity of the impact of each system on key operation procedures so as to define the degree of severity of each system. The severity degrees are to serve as the basis for determining the frequency of post-disaster recovery exercises. The severity is classified into three degrees from important to minor (Degree 1 to 3). Description of each degree is explained below:

Degree of severity and recovery cycle table

The recovery drill cycle is also divided based on the severity degrees (semi-annually, every two years, no drills required). Each department shall register the rating of the systems they are responsible for operations and maintenance in the list in the "information system severity degree classification" document. All Degree 1 systems are provided with multiple backup mechanisms placed in different server rooms in different buildings. All production information is provided with remote backup through encryption and the Company conducts recovery exercises each year to ensure the regular operations of the system. The Company has a total of 17 systems that required drills in 2022. We completed drills for 17 systems and the completion rate was 100%. Each information system management unit notifies the response units in the execution of response measures in accordance with the response procedures in the "Information System Response Plan" in the event of major anomalies. Read More

Business Integrity

Nanya upholds the corporate culture and spirit for "diligence". We use ethical, honest, fair, transparent, and responsible business philosophies to strengthen legal compliance. Nanya maintains neutrality in politics and encourages employees to perform their civic duties.

  • Antitrust

    To ensure employees understand and abide by the Antitrust Law and reduce the risks of violations, Nanya Technology Corporation established the "Antitrust Policy", "Antitrust and Competition Legal Compliance Principles" and the "Antitrust and Competition Legal Compliance Operating Procedures" to strictly require employees and managers to abide by laws and regulations and report the compliance status to the Board of Directors. We also organize regular training courses for related employees and require them to sign the compliance handbook. No cases occurred in 2022.(please refer to page 165 of Nanya Technology Corporation' s 2022 Annual Report).

    Regulations
    • Antitrust Policy
    • Antitrust and Competition Legal Compliance Principles
    • Antitrust and Competition Legal Compliance Operating Procedures
  • Anti-Corruption

    All employees must abide by Nanya Technology Corporation's "Human Resources Management Regulations". Any abuse of powers, embezzlement, bribery, acceptance of commissions, once verified, shall result in termination of employment without exception. The direct supervisors shall also be punished accordingly based on the circumstances. We also prepare anti-corruption education materials to educate all employees. We completed 100% of anti-corruption training courses in 2022 and provided 1,801 hours of training, in hopes that all employees can abide by ethical principles in both work and life and fulfill the corporate culture of "diligence". No cases of corruption had occurred from 2019 to 2022.

    Regulations
    • Business and Ethical Code of Conduct
    • Human Resources Management Regulations
    • Reporting Regulations
  • Ethical Code of Conduct

    Nanya Technology Corporation referenced the Code of Conduct of the Responsible Business Alliance and established the Labor Ethical Management Policy and Business and Ethical Code of Conduct as the basis for business conduct, and periodically carries out RBA VAP verification, receiving platinum grade with a perfect score in 2022. All employees of the Company and subsidiaries are required to abide by the code of conduct to raise employee awareness of integrity and ethics; coverage reached 100%. We continued to offer the RBA Labor and Ethical Code of Conduct Course and Business and Ethical Code of Conduct Course for all employees in 2022; training coverage reached 100%. We also offered the digital RBA Labor and Ethical Code of Conduct Course for all new recruits.

    Regulations
    • Labor and Ethics Policy
    • Business and Ethical Code of Conduct
  • Protection of Personal Data

    Nanya established policies to guide the Company's employees and suppliers in personal data management. The policies specify the organization and duties for personal data protection and provide principles on the collection/processing/use of personal data to meet related regulations for the protection of personal data. All 3,603 employees received personal data protection training in 2022 with good results. As the Company's personal information protection has been rigorously and effectively executed, there were no violations in 2022. Furthermore, the data is not used for other purposes. Read More

    Regulations
    • Privacy Policy
    • Personal Data Management Procedures
  • Internal Control

    Nanya established an effective internal control system based on the Company and its subsidiaries' overall operation activities and its industry regulations following the 'Regulations Governing Establishment of Internal Control Systems by Public Companies.' The company conducts reviews promptly to respond to changes in the Company's internal and external environment as well as to ensure the system design and implementation remain effective. Nanya established Corp. Audit under the Board of Directors and appoints three dedicated auditors who participate in related auditing courses organized by professional training institutions each year to improve their professional skills. We also use the professional and independent internal audit operations framework to implement internal control in all levels of the Company. Read More

    Regulations
    • Internal Control System

Customer Service

Nanya is committed to providing the best customer service and is convinced that quality and timely customer service is crucial to the maintenance of customer relationships. Good customer relationships will help us build customer loyalty and consolidate the good and trusted partnerships with customers. Our vision is to become the best memory partner in the smart era as well as a service-oriented enterprise. Through close cooperation with MCU makers and customers, we will strengthen product R&D and manufacturing in order to satisfy diverse requirements, provide customers with comprehensive products and system solutions, and offer better and more trustworthy service.

Customer Service Process

  • Product Design and Testing Verification Stage
    • In order to improve the efficiency and frequency of customer service and effectively build close relationships with customers, the Field Application Engineering Division provides technical support to customers in Taiwan, China, Southeast Asia, Europe, the United States, Japan and South Korea, organizing irregular technology exchange events to meet the technical needs of customers. Despite business travel restrictions due to the pandemic over the past three years, Nanya Technology Corporation continued to provide uninterrupted services by switching to online technology exchanges. A total of 115 sessions were held in 2022.
    • Through the highly efficient, intensive, and high-quality customer platform parameter measurement service, of which 950 cases were completed in 2022, Nanya assisted customers in understanding the characteristics of their product platforms so that the new product development progress and verification cycles of customers were significantly accelerated, reducing investment risks and helping final products to be launched in a timely manner in the demand market.
    • Nanya also provides joint qualification service for customers to assist them in development and verification at the initial stage of products. Therefore, compatibility issues may be detected early, and improved before mass production. A total of 31 cases were completed under the joint qualification services in 2022.
  • Production and Sales Stage
    • Nanya Technology Corporation has obtained the ISO 9001:2015 and IATF 16949:2016 quality system certifications. The Quality Assurance Division monitors and controls product quality as well as implements improvements in order to make sure that all production processes are fully optimized. Moreover, the Division includes each stage of the production process into a well maintained and tightly controlled system, manufacturing the products that meet customers' requirements.
    • Sales personnel continue to communicate with customers and provide estimates of customers' future demand to the head office every week. The head office summarizes demand estimates from sales personnel worldwide, and convert it into a production plan through the production and sales system. Adjustments are made based on weekly feedback from sales personnel to meet customer demand.
  • After-sales Service Stage
    • In order to accelerate the efficiency of problem analysis, the Nanya' s service team will fully understand the problems reported by customers first, and update failure analysis report to customers based on analysis plans, and provide improvement actions and disposition plan once analysis is completed. We use the RMA system for process management. Over the years, a response was provided to customers within the target time limit for over 90% of customer complaints.
    • Customer complaint handling process: Customers complaints→Information collection on the client end→Preliminary investigation of the issue(General: As needed/ Urgent: Response in 24 hours)→Engineering analysis→Preliminary report/Prevention measure(Urgent:3 work days)→Final report/Improvement measure(General:14 work days/ Urgent :7 work days)→Case closed
  • Customer Privacy Protection

    Customers are extremely important partners of Nanya Technology Corporation, and the privacy and confidential information of customers are treated as if they were the Company's confidential information. To ensure confidential information is well protected, Nanya Technology Corporation has formulated the Confidential Information Management Procedure. Regarding the documents provided by customers, after internal filing procedure and the confidentiality classification, these documents are archived in the document control center. In the future, if employees require access to these documents, they have to go through the document application procedure. Based on the level of document confidentiality and the purpose of use, corresponding supervisors give their approval and then the document control center will authorize the access and distribute the documents to the applicants. In 2022, no case involving violation of customer privacy occurred. If a customer suspects or discovers evidence indicating an information leak, a complaint can be lodged through the Nanya Reporting Mailbox and Reporting Hotline.

Customer satisfaction

Nanya has a complete SOP and Customer Satisfaction Committee for handling customer satisfaction. We use the PDCA (Plan, Do, Check, Action) management cycle to improve customer satisfaction. The Committee is formed by units across departments, including supervisors of marketing, business, operations management, market application engineering, and quality assurance departments. Its main work items include selecting survey subjects, distributing and collecting questionnaires, data analysis, periodic review of customers' opinions, coordinate and propose suitable improvement plans, and present customer satisfaction results during meetings of senior managers. Finally, we provide the direction for continual improvement to customers. The units are integrated into a complete and effective cross-function service team, and achieve customer relationship management for mutual prosperity through services, as we continue to improve customer satisfaction.

The average overall satisfaction score of 2022 was 94.7 points, reaching the target of 91 points, and maintaining customer satisfaction above 91 points. The target score for 2023 is 91 points or above. We review the actual results in the customer satisfaction survey each year and learn from the benchmark to set at a reasonable target value, which is submitted by the Quality Assurance Division to the president for approval.
In addition, based on market supply and demand and product application status, Nanya accelerates the development of new products, strengthens communication with customers and faces various improvement issues with a positive attitude, adheres to product quality control, and listens to customers' voices for continuous improvement. Thus, in 2022, there were no product recalls.

Customer satisfaction results

For more information, please read Integrity & Transparency Chapter

Download Article
Back To Top
I understand

If you are using an IE11 or lower version of the browser, we recommend upgrading to an Edge browser, or using other browser software, Google Chrome, Firefox, and a resolution of 1024 x 768 or higher for the best browsing experience. This website uses cookies to enhance your experience and statistics on network traffic. By continuing to use this website you agree to our use of cookies.
Our Privacy and Cookies Policy provides more information about the use and disabling of cookies.