March 15 is World Consumer Rights Day, and an American technology firm is getting a jump on the holiday by focusing on better product quality in China.
China HP's Printing and Personal systems group unveiled a new quality and service system which focuses on ensuring better product quality.
In this new quality and service system, China HP's PPS group has integrated the former PC and printer after-sales platforms and provides round-the-clock after-sales services to users. At the same time, the newly established quality control commission will implement full supervision of product quality, covering product design, production, logistics, and service.
Rong Guangyu, general manager for the customer support and service department of China HP PPS, told local media that the quality control service will participate in the testing during the product development stage and provide the initial user experience feedback. For after-sales services, any user feedback related to quality will reach the development and production departments.
Rong said China HP's employees attach great importance to quality and managers on each level need to be responsible for product quality. At present, every HP product reportedly needs to pass 115,000 hours of strict tests. With the help of this strict quality management system, the company's product repair rate decreased by 50% year-over-year in 2012.
Rong pointed out that HP currently has 1,100 licensed service sites in China and the number is expected to increase to 1,500 by the end of 2013.