ESG Report 2018

USERS' FEEDBACK Users' opinions are the source of continuous improvement and advancement of an enterprise. Therefore, no matter the comments are positive or negative, the Group considers them as valuable. For users' complaints, the Group takes them seriously. We have established a comprehensive user complaint system based on the related handling procedures to enable various departments to coordinate the acceptance, communication, evaluation and response of the complaints. After receiving complaints from users, the related departments will classify the types of complaints based on the classification method, so as to decide the subsequent investigation directions, such as inspecting the production record, quality situation of raw and auxiliary materials, and environmental factors of manufacturing process, and hence adopt corresponding handling methods and respond to users. In order to further regulate the process of complaint handling, the Group has also established relevant procedures for product return and withdrawal. While safeguarding the reputation and interests of the enterprise, the establishment of procedures could also meet the demands of users. As for the adverse reactions that different drugs may cause to individual user, we have also set the related procedures to handle adverse reactions, striving to handle such special circumstances as soon as possible, and prevent the effects from spreading. QUALITY MANAGEMENT TRAINING While the establishment of a comprehensive operation procedure is the foundation of quality management, the actual operation relies on the professional knowledge and judgment of quality management personnel. In order to enable quality management personnel to familiarize themselves with the operation and keys of various procedures, and enhance their professionalism on quality control, the Group regularly holds various types of quality management training, which includes understanding the systems and procedures, mastering the operating procedures and studying the theories. Through collective teaching, on-site instruction and case analysis, along with examination and practice, all the quality management personnel could only start working after mastering the related knowledge, so as to guarantee the standard of the Group's quality management. During the Year, we conducted a number of trainings for quality management personnel, covering a diverse knowledge of production and automatic control system management, environmental factor control, analytical method verification, laboratory knowledge, technology and cleaning methods, pharmacopoeia knowledge, and management of materials that fail to meet the standards. Each subsidiary has also organized motivational and interesting skill contests, such as the skill contest in instrument organized by Inner Mongolia Company and the contest in chemical skills organized by Zhuhai Company. Through this relaxing and interactive mode of contests, employees are guided to improve operational skills and comprehensive quality, hence quality talents can be cultivated. 25 Environmental, Social and Governance Report 2018 The United Laboratories International Holdings Limited