Customer Safety and Quality Management

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At Arçelik, we pay attention to customer safety and quality assurance throughout the life cycle of our products. Accordingly, we test our products at the design, materials selection, and performance evaluation stages. All our products are certified according to standards by well-known testing and certification institutes. The Central Product Safety Department conducts audits on product safety in production and design processes at the plants once a year. The department also audits new product projects during the prototype and trial production stages and takes corrective actions and necessary measures according to audit results. We conduct Failure Mode and Effects Analysis (FMEA) to identify and prevent possible failures that may occur. In line with our vision of zero incident that supports our global expansion, we work to become a role model in product safety in consumer durables industry.

Product Safety Risk Committee 

We analyze consumer concerns, service records, and customer and service employee feedback after sales processes. The Product Safety Risk Committee is responsible for assessing the product safety risks and identifyingthe risk levels. We take corrective actions and measures to prevent and manage potential risks by ensuring cooperation between parties inside and outside the company. We also provide product safety training to our employees in R&D, Production and Quality departments across all our plants.

Reliability Day 

Every year we organize the Arçelik Reliability Day to guarantee safe design and production through transferring new technical knowledge throughout the company. Creating a culture of product safety, we ensure a reduction in service failure rates and product. safety-related incidents, and reward successful work within the organization. At the virtual Reliability Day we organized in 2020, different teams shared their efforts on new methods and tools for failure tests and the results of data analytics studies, and discussed areas of improvement with the participation of senior management.

Recall 

The health and safety of our customers play a crucial role in our sales approach and are among our top priorities. If a recall is required, we make announcements to our consumers using the most effective communication channels in accordance with local legislation. For eliminating customers’ concerns regarding product safety, we publish product safety alerts on our website and provide free call center services for recalls. We also updated our recall procedure regarding latest approaches published as BS PAS 7100:2018 by Office for Product Safety and Standards (OPSS). In 2020, there was no recall.

All technical design and manufacturing process are being modelled according to related countries' safety regulation and standards. International Electrotechnical Committee' s and CEN/CENELEC standardization studies (technical committees', working groups' studies etc.) are being followed closely, for giving contributes to technical committtees to improve safety standards' requirements by product safety experts.  Furthermore the product safety tests are being subjected and reported by distinguished 3rd party laboratories (VDE, Intertek, TUV etc.) or our own laboratories which have customer testing facility requirements, then product designs freezed and production approval given.

Global Customer Care Portal web site allows the certified technicians & technical staff to access technical & troubleshooting training material. Our global partners can access technical information about our products from manusoft.arcelik.com.