Stakeholders

Product Quality Management System and Certification

Jinpao's main business is the OEM production of metal parts and accessories, including sheet metal processing, metal stamping, hard mold design and manufacturing, CNC milling, aluminum extrusion, etc. The industries it serves can be divided into aerospace and general industries. Due to the special requirements of the aerospace industry for quality and processes, it has its own system of certifications and standards, so it is separated out. The general industries mainly include communications, electronics, medical, automotive and food industries, among which automotive and medical products have their corresponding quality management systems.

Regarding aerospace products, "AS9100: Aerospace Quality Management System" certification must be obtained first to ensure that overall quality management complies with aerospace industry standards. Secondly, some processes require certification due to their critical importance to safety. Currently, Jinpao (Thailand) has obtained quality certifications and critical process certifications in the aerospace industry for non-destructive testing, heat treatment, chemical treatment, welding, hard anodizing, aluminum alloy chromating, and metal component coating. Jinpao has also obtained "ISO 9001: Quality Management System" certification, as well as corresponding quality management system certifications for automotive and medical products. For detailed information, please refer to the "About This Report" section.

Some aerospace processes require special certification under international standards to ensure standardization and product quality, while reducing repetitive audits and improving product quality and consistency. The Nadcap Certification Program (NADCAP, National Aerospace and Defense Contractors Accreditation Program) is a global certification program specifically designed for the special process standards in the aerospace and defense sectors. It was jointly initiated and developed by major US aerospace and defense industry giants, the US Department of Defense, SAE, and other organizations, forming the Performance Review Institute (PRI), an "international aerospace and defense industry supplier certification system" that certifies special products and processes in the aerospace industry. Obtaining Nadcap certification has become a mandatory requirement for the entire aerospace manufacturing industry. Boeing, Airbus, and other internationally renowned aerospace companies are members of the Nadcap community and require their suppliers to pass Nadcap certification for special processes; otherwise, they cannot be included in their supplier list. Currently, Jinpao (Thailand) Aerospace has passed four Nadcap process certifications as follows: 1.NonDestructive Testing 2. Heat Treating 3.Chemical Processing 4.Welding.

Meanwhile, as an aviation product manufacturer, Jinpao took out "Aviation Product and Grounding Liability Insurance" in 2024, paying a total premium of 1.7 million Thai baht (approximately NT$1.62 million) for coverage of US$7 million, to cover the liability for compensation that it should bear according to law for personal injury or product loss caused to users or others due to product defects.

 

Impact of Product and Service Categories on Health and Safety

Regarding potentially hazardous substances contained in our products, Jinpao has become increasingly environmentally conscious in recent years. All raw materials and production processes used by our company comply with environmental and safety regulations. For example, our main raw materials, such as stainless steel, aluminum, copper, and steel, are accompanied by a Mill Certificate or SGS test report for each batch. Furthermore, our company possesses sophisticated testing instruments (mass spectrometers) and conducts 100% RoHS testing on every batch of incoming raw materials to ensure that the chemical composition of the metals and product testing meet regulations.

 

In addition, Jinpao has obtained ISO 14001: Environmental Management System certification to implement environmental control and improvement, thereby creating benefits such as pollution reduction, resource recycling, energy conservation, and waste reduction. This truly achieves the goal of balancing economic development and environmental protection, while also fulfilling our corporate social responsibility. This results in a win-win situation for both environmental protection and economic development.

Jinpao values ​​the impact of its products on user health and safety and has implemented and obtained relevant industry-specific quality management system certifications. We also fully implement 100% RoHS hazardous substance restriction testing at the raw material entry stage to ensure that our products comply with international environmental and safety standards. In 2024, 100% of the products manufactured by Jinpao underwent health and safety impact assessments. There were no recalls or redesigns required due to product health and safety issues, nor were there any violations of health and safety regulations, marketing communication regulations (including advertising, promotion and sponsorship), or voluntary agreements related to the products and services.

 

Customer Service

Jinpao continuously strengthens its service quality and communication efficiency with customers. Through a comprehensive customer service mechanism, it ensures timely responses and meets customer needs. The company has implemented a KPI evaluation mechanism to regularly track indicators such as delivery date achievement rate, product defect rate, customer complaint handling timeliness, and technical support effectiveness. These indicators are summarized and reviewed in operations management meetings as a basis for continuous improvement.

 

Customer Satisfaction

Through a customer satisfaction survey conducted every six months, the company continuously collects customer feedback on quality, delivery time, service, and other aspects, as well as QBR (Quality, Benefit, and Back) information. This allows for continuous improvement of problem areas, identifying strengths to be strengthened and weaknesses to be addressed, thereby increasing satisfaction and providing higher quality and more valuable services.

 

Customer Complaint Handling

Through a customer complaint management system, a complete customer complaint operation standard procedure is used to establish project reviews for root cause analysis, formulation of corrective and preventative measures, and confirmation of effectiveness. Problems are resolved and feedback is given to customers to achieve the best quality products and maximize customer satisfaction.

 

In 2024, the company received numerous complaints and suggestions from customers regarding product quality and service experience. Customer claims due to quality inspection oversights, accounted for approximately 0.28% of total annual sales, and the defective product rate delivered to customers was 0.54%. In response to these incidents, in addition to immediate communication with customers and initiating internal investigations, the company regularly held cross-departmental meetings to track the progress and effectiveness of each customer complaint, ensuring that issues were properly resolved and preventing recurrence.

To enhance overall quality management capabilities, the company continuously strengthened its internal processes and systems, including:

• Adding final inspection stations in key processes to improve the outgoing quality confirmation mechanism.

• Establishing standardized customer complaint response and handling procedures (including timeliness control and accountability tracking).

• Holding regular follow-up meetings for key customer complaints and having senior management directly supervise improvement progress.

• Regularly issuing internal quality management bulletins and customer service policy updates to enhance employees' sensitivity to customer service and their ability to respond promptly.

 

Customer Privacy

Customer data is primarily stored in the PLM system. System permissions are set according to authority, and all internal and external documents are password protected. Suppliers are also required to commit to protecting the privacy of business transactions. In 2024, Jinpao received no complaints regarding violations of customer privacy or confidentiality.

 

Jinpao Precision will continue to focus on customer needs, fulfilling its quality and service commitments. Through systematic management and innovative improvements, it will deepen its partnership with customers, moving towards a sustainable and mutually beneficial development goal.