The Group always upholds the spirit to be highly responsible and strives to continuously improve the quality of products and services while enhancing customer satisfaction.
The Group adheres to the core values of “Integrity, Innovation, Practicality and Excellence” and thoroughly carries out our business philosophy in “Guaranteeing Quality, Generating Values”.
Fast East Hong Kong ISO9001-2015 Quality Management System Certificate
The Group's product quality covers six core processes, including raw material inspection, material cutting, processing, assembling, gluing and shipping, which comprehensively covers the entire life cycle of product manufacturing and processing, in order to ensure continuous improvement of product and service quality.
All products of the facade construction business must pass strict quality inspection procedures before they are shipped out of the factory, including dimensional inspection, numbering inspection, quantity inspection, waterproof inspection, etc., to ensure that the finished products are of acceptable quality before they are delivered to the construction sites for installation. In order to ensure a good customer experience, the Group conducts stringent verification on the sound insulation and light transmission of facade products to prevent noise and light pollution from affecting the physical and mental health of users.
In terms of CHP operation, Huanggu Thermoelectricity refers to quality standards such as GB/T12145-2008 Quality Standards of Water and Steam for Generating Unit and Steam Power Equipment and GB/T1576-2008 Water Quality Standards for Industrial Boilers to standardize and institutionalize the procedures for laboratory technical supervision and management, clearly define the chemical supervision and management responsibilities for water, coal and oil, and draw on reliable testing methods and scientific management methods to ensure the sound, safety, and steady operation of power generation and heating facilities, thereby providing customers with robust and high-quality power generation and heating services.
The Group continues to improve the customer feedback mechanism and open the feedback channels with the commitment to improve customer satisfaction.
Customers can voice out their opinions or complaints about products and services to the Group through multiple channels including governmental website or phone calls, the Group’s hotline, and site visits etc. The responsible department will timely contact the customers for follow-up investigations after receiving any feedback or complaint from customers.
For façade construction segment, when taking Gamma Canada as an example, the project department will contact relevant customer immediately after receiving a complaint or feedback to understand the cause and make follow-up arrangements such as on-site inspection and maintenance as appropriate to properly resolve the problem. Meanwhile, the project department also keeps a record of customer feedback and the results of handling and reports the situation to the department head or general manager in regular meetings and makes suggestions for improvement.
Customers of Huanggu Thermoelectricity mainly demand on policy consultation and heating system maintenance. For the feedback submitted through the governmental platform, Huanggu Thermoelectricity handles in strict accordance with the specified process within the required time frame. For the feedback provided through hotline channels and customer visits, Huanggu Thermoelectricity calls back to resolve policy enquiries, and performs on-site checking to tackle the feedback of heating problems. For special user problems, Huanggu Thermoelectricity, together with government personnel, will handle the problem by conducting visit to the key areas and individuals, and convening property owners’ meetings and coordination etc. In addition, the root cause of the problem and remediation measures will be reported to the supervising department.
In terms of customer personal information and privacy protection, the Group strictly abides by the laws, regulations, and management requirements applicable to the place where it operates and carefully keeps customer personal information and privacy confidential. We regularly update necessary customer information as the established procedures required and store them on a specific server which is centralised and managed by the Marketing Department.