Coway operates the ‘Infinite Responsibility Committee’, a consultative body directly under the CEO, and holds a company wide ‘Monthly Management Meeting’ led by the CEO for responsible quality-control and management. We also run the Trust & Quality Assurance (TQA) Institute, an integrated quality-assurance body, to manage product quality systematically and efficiently.The Infinite Responsibility Committee meets whenever an issue arises and is also held regularly on the second week of each month at the monthly management meeting.

The Infinite Responsibility Committee is responsible for reviewing product-quality, safety and customer demands comprehensively and taking proactive action to resolve problems and provide customers with better products. Consisting of executives, the Infinite Responsibility Committee is under the direct control of the CEO. A group of key executives from the support/administration and business organizations (members of the committee) gather together to share agendas and address problems concerning the company-level process and ultimately enhance customer trust.

We operate the TQA(Trust & Quality Assurance) Institute, a dedicated quality innovation organization, to enhance customer trust and customer satisfaction with product quality. Under the Environmental Technology Institute, the TQA Institute carries out diverse activities for quality management for each sector and responds proactively to potential quality issues that may arise during product development, as well as post-product quality issues identified through follow-up monitoring of sold products.

Coway has formulated the quality management principles as part of efforts to upgrade product safety and performance. From the Research and development stage through product-use to disposal, we conduct assessments of each step of the process in terms of reliability, safety, and environment-friendliness.

We also minimize regulatory and certification risks by ensuring performance safety factors are in place, and realize customer satisfaction through efforts to optimize quality standards from the perspectives of customer and user experience.

Coway runs a wide range of quality-management programs in an effort to ensure the quality of products and services. We conduct mass production reliability tests periodically and make quality improvements to prevent failures in terms of product/component durability and performance that may occur depending on the customer's usage period. We are utilizing IoT platforms to understand our customers' usage environments and usage patterns and incorporate them into our reliability testing methods. We are also using defect correlation analysis to improve quality and develop new products. When developing new products, we strive to verify and improve the quality and safety from the customer's perspective through the 'Quality Expert Committee', and identify and apply improvements to major quality VOCs received from the field through the 'Quality VOC Council'.

Coway conducts training every year to improve internal quality capabilities and acquire related expertise. In 2022, a total of five quality competency trainings were held for 84 new hires related to quality and development, including training on quality mindset and quality basics, and training on reliability and design quality.We also supported our reliability personnel in acquiring relevant qualification through the Reliability Engineer Level 1 (PRE) qualification training. We plan to continue our efforts to strengthen our internal quality capabilities through ongoing training programs.

Coway conducts internal audits based on ISO9001, a global standard certification, every year, and receives evaluations based on QCAS (Quality Competitiveness Assessment System) from external experts through participating in the challenge of ‘Excellent Enterprise for Quality Competitiveness’.Through these internal audits and external expert assessments, we will continue to improve our systems and ensure that we deliver the highest quality products to our customers.

On account of its sustained efforts in the field of quality management, Coway has been recognized as an‘Excellent Enterprise for Quality Competitiveness’ for the tenth time at the 48th National Quality Management Competition 2022, hosted by the National Institute of Technology and Standards under the Ministry of Trade, Industry and Energy and organized by the Korea Standards Association.

For continuous management of product safety and performance, Coway has developed an IT system that performs acquisition/management of certification and monitoring for risk prevention.

First of all, we have established a foundation for certification on the system for risk verification, prevention, and management in the area of new product development, and secured product safety and performance reliability through regular verification and performance monitoring of mass-produced products using IT systems. Through this, we have secured the following outcomes.

Coway operates 11 internationally accredited testing labs to respond promptly to the rapidly changing safety trends at home and abroad and control certification-related activity. We categorize the testing labs into three areas electrical safety; Electro-Magnetic Compatibility (EMC); and environment and energy to ensure professionalism and product safety.

Coway strives to produce items that customers can use with confidence through its own strict management system. We conduct rigorous tests to ensure that our products are designed for safety ─ safe from electricity and electromagnetic waves, and use of suitable parts ─ so that there are no problems with mass-produced products before and after they reach the market.

Coway thoroughly inspects the safety of its mass-produced products, aiming to achieve zero-risk safety. Compared to the safety verification conducted on a total of 105 models in 2021, we conducted verification on a total of 153 models in 2022, including 129 domestic models and 24 overseas models.

Coway addresses the phenomenon of duplicate failure cases during product development from the perspective of knowledge transfer lifecycle to identify current systemic and operational issues, and aims to improve design quality through Stress Strength Method (*SSM) of failure cases.

Coway receives customer complaints related to products/services/sales through the [Ethical Management] banner on the company's website (https://company.coway.com). (However, simple product/service inquiries are addressed through the Customer Center.) We disclose each step of the ongoing damage compensation procedure by confirming the customer's personal information entered at the time of receiving the complaint.