The Group adheres to the business philosophy of "Quality Assurance and Value Creation" and the core values of "Integrity, Innovation, Pragmatism, and Excellence", strictly implementing the ISO 9001:2015 quality management system to ensure comprehensive implementation of quality standards at every stage. Through the establishment of multiple core policies, the Group continuously enhances the refinement and standardisation of quality control, and constantly improves its quality management system, laying a solid foundation for providing high-quality products and services.
All products, including raw materials, semi-finished products and finished products of our facade contracting business must pass strict pre-delivery quality inspection, such as size inspection, number inspection, quantity inspection and waterproof test, to prevent unqualified products from entering the factory for use and continuing to be processed assembled or delivered. Besides, we apply Building Information Modelling (BIM) technology to our projects to conduct lifecycle management in the construction environment. The Group is also actively exploring the 6D management model of engineering projects and conducting building performance analysis and simulation to meet the building requirements of low energy consumption, high performance and sustainability standards.
Based on the concept of "Plan-Do-Check-Act (PDCA)", the standardised development and continuous improvement of company business and quality objectives are ensured, guaranteeing that the quality of our works meets the requirements of customers and applicable laws and regulations. In order to urge employees to improve products and service quality, China Overseas Supervision simultaneously formulated the Quality and Safety Work Evaluation and Reward and Punishment Management Measures of the Project Department, under which appropriate reward or punishment measures are adopted through the assessment and quantitative scoring of daily management.
Huanggu Thermoelectricity referred to quality standards such as GB/T12145-2016 Quality Criterion of Water and Steam for Generating Unit and Steam Power Equipment and GB/T1576-2008 Water Quality Standards for Industrial Boilers to standardise and institutionalise the management procedure of laboratory technical supervision, 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 sound, safe 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 build more efficient and smooth feedback channels to allow customers to express their opinions on the group's products and services to us more conveniently. We also make rectifications based on customers' opinions to increase their satisfaction with our products and services. Customers can provide feedback or complaints through various channels including government networks, telephone platforms, the Group's hotline and on-site visits. Upon receipt of any customer feedback or complaints, relevant departments will promptly contact customers to respond to their complaints and conduct follow-up analysis and investigation.
The Project Department will contact customers immediately after receiving complaints or feedback to know the causes and make follow-up arrangements such as on-site investigation and maintenance where appropriate to properly solve the problems. At the same time, the Project Department shall also accurately record the customer feedback and handling results and report them with improvement suggestions to the department heads or the general manager at the regular meeting.
Governed by the Guidelines for Handling Complaints from Customers and Related Parties, China Overseas Supervision has formulated the management roles of the key responsible departments. A complaint hotline and email is required for each projects for effective resolution of customer and stakeholder complaints regarding our services. Based on the Complaint/Grievance Form filed by the complainants, relevant departments will be assigned to conduct investigations, analysis, and improvement work.
Judging from the feedback provided by customers via the governmental platform, the customers of Huanggu Thermoelectricity mainly demand policy consultation and heating system maintenance. Huanggu Thermoelectricity complies with the regulations and handles matters in strict accordance with the specified process within the required time frame. For the feedback provided through hotline and customer visits, we call back to resolve policy enquiries, and perform on-site checking to tackle the feedback of heating problems. We also work together with government officials to deal with special problems by visiting key areas and individuals, holding meetings with property owners and coordination meetings etc. We shall report to the higher responsible department to explain the causes and solutions.
Taking into account the protection of customer personal information and privacy, the Group properly maintains and updates customer personal data according to established procedures and stores it on designated servers. Building on the formulation of the "Cyber Security Management Measures" and "Informatisation Asset Management Measures", we have further improved our "Information Management Regulations", thereby strengthening our information management system and promoting the healthy development of digitalization and network security work.
The Group has established an Information Technology Management Department as the primary responsible unit, tasked with coordinating information technology development planning, system construction, and network security management, while also being responsible for real-time monitoring of networks and information systems. In terms of network security management, we follow the overall policy of "the Group leads overall strategic planning and strengthens unified leadership; implement responsibilities by levels and adhere to comprehensive prevention; promote prevention through proactive actions and pursue continuous improvement; encourage full employee participation and enhance awareness through communication", and have formulated detailed management standards for hardware, software, and network assets.
The Group actively promotes network security awareness, enhancing information security awareness among all employees through the intranet, training platforms, and cyber attack and defense exercises. Based on the principle of "those who supervise are in charge, those who build are in charge, those who operate are in charge, those who use are in charge", we have built a comprehensive information security management system to provide security guarantees for digital transformation.
