Our customers are the focus of our vision; everything we do is driven by our
desire to offer them better service, better products, and better business.
Proactive Customer Care
We continually strive to strengthen customer
relationships. We went
from handling claims "reactively" to using a "proactive"
approach driven by TELL ME, our customer listening process. Above and beyond
measuring customer satisfaction, TELL ME allows us to identify and address
current and future customer requirements.
Building enduring relationships through proactive client care…
Our proactive “TellMe” listening process, now in its fourth consecutive year,
is the key to enduring relationships with our clients. Based on best practice in
the field of B2B relationship management, “TellMe” allows us to measure our
clients’ confidence in us, and to identify and address their needs and concerns.
Survey themes include Gemplus’s business management, products and solutions,
order fulfillment, problem solving capacity, innovative capabilities, and
quality of information provided.
We integrate these survey findings into our business processes. The findings
also serve to formulate key performance indicators and improvement targets
across the entire organization. Illustrating the depth of our commitment to the
process, more Gemplus staff than ever took part in the 2005 survey, conducting
more than 350 interviews. Clients have expressed their appreciation of “TellMe”,
which is now a central part of our “customer-driven strategy.
The results of the 2005 survey, announced in November, showed the highest
ever year-on-year increase in our clients’ level of confidence, and a record
high overall. While there is room for further improvement, we are on the right
track.
Certification
The quality of our products and services is the result of the quality of our
processes. We continued to optimize their performance and to deploy them.
Together, they form our Quality Management System, which recorded several
successes:
- Our products continued to be successfully qualified according to market
technical specifications (ISO, wireless and banking)
- We completed our roadmap of migration to the most recent revision of ISO
9001 (certification roadmap)
- Our R&D departments obtained the Capability Maturity Model Level 2 & 3
certification for their software development systems
