http://www.pilkor.com
15. Dec. 2005381, Wonchun-Dong, Yeongtong-Ku, Suwon City, Kyung gi-Do, Seoul, Korea
TEL : 82 – 31 - 217 - 2500 FAX : 82 - 31 – 217 – 7314
http://www.pilkor.com
Contents
Ⅰ. Company Overview Vision & Goal, Company in General, Brief History & Awards, Organization Chart
Ⅱ. Main Products CAP/RES BIZ Division
Ⅲ. Research & Development R&D Strategy, R&D Organization, Technical & Development Achievements, Road Map for R&D
Ⅳ. Management Achievement Sales Composition, Sales, Future Prospects
Ⅴ. Sales & Logistic network
Ⅰ. Company Overview Vision & Goal, Company in General, Brief History & Awards, Organization Chart
Ⅱ. Main Products CAP/RES BIZ Division
Ⅲ. Research & Development R&D Strategy, R&D Organization, Technical & Development Achievements, Road Map for R&D
Ⅳ. Management Achievement Sales Composition, Sales, Future Prospects
Ⅴ. Sales & Logistic network
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Ⅰ. Company OverviewⅠ. Company Overview
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Vision & Goal
Materials & ComponentsMaterials & ComponentsMaterials & ComponentsMaterials & Components
ProductionProduction
o Excellent Productivity
o In-House Mechanization team
ProductionProduction
o Excellent Productivity
o In-House Mechanization team
Turnover : $70 Mil
Turnover : $70 Mil
VISIONVISION
GOALGOAL
MarketingMarketing
o Customer Satisfaction
o Market Driven Organization
o Globalization
MarketingMarketing
o Customer Satisfaction
o Market Driven Organization
o Globalization
R & DR & D o 3 & 5 Spirit o Independent and Advanced Technology
0 speedy R & D
R & DR & D o 3 & 5 Spirit o Independent and Advanced Technology
0 speedy R & D
ManagementManagement
o Dedicated Management o Professional Staffs
o Transparency in Management
ManagementManagement
o Dedicated Management o Professional Staffs
o Transparency in Management
Action PlanAction Plan
Leading Maker Leading Maker ofof
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Company in Company in GeneralGeneral
• Total LandTotal Land• Total Building Total Building • Main ProductsMain Products
- Film NGP Capacitor - Film NGP Capacitor
- Film GP Capacitor- Film GP Capacitor
- Fixed Resistor- Fixed Resistor
Operation SystemOperation System
- 3 Shifts a Day- 3 Shifts a Day• Working HoursWorking Hours• Total Personnel [Dec, 2005]Total Personnel [Dec, 2005]
- Male- Male
- Female - Female
• Total LandTotal Land• Total Building Total Building • Main ProductsMain Products
- Film NGP Capacitor - Film NGP Capacitor
- Film GP Capacitor- Film GP Capacitor
- Fixed Resistor- Fixed Resistor
Operation SystemOperation System
- 3 Shifts a Day- 3 Shifts a Day• Working HoursWorking Hours• Total Personnel [Dec, 2005]Total Personnel [Dec, 2005]
- Male- Male
- Female - Female
30,000 30,000 14,000 14,000
- May. 1975- May. 1975
- Mar. 1990 - Mar. 1990
- Sep. 1991- Sep. 1991
- 7 days a week- 7 days a week
- 44 hours a Week- 44 hours a Week
- 350 Persons- 350 Persons
- 250 Persons - 250 Persons
- 100 Persons - 100 Persons
30,000 30,000 14,000 14,000
- May. 1975- May. 1975
- Mar. 1990 - Mar. 1990
- Sep. 1991- Sep. 1991
- 7 days a week- 7 days a week
- 44 hours a Week- 44 hours a Week
- 350 Persons- 350 Persons
- 250 Persons - 250 Persons
- 100 Persons - 100 Persons
1. Suwon Factory
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2. Rongcheng Factory
• Total LandTotal Land• Total Building Total Building • Main ProductsMain Products
- Film NGP Capacitor - Film NGP Capacitor
- Film GP Capacitor- Film GP Capacitor
- Fixed Resistor- Fixed Resistor
Operation SystemOperation System
- 3 Shifts a Day- 3 Shifts a Day• Working HoursWorking Hours• Total Personnel [Dec, 2005]Total Personnel [Dec, 2005]
- Korean- Korean
- Chinese - Chinese
• Total LandTotal Land• Total Building Total Building • Main ProductsMain Products
- Film NGP Capacitor - Film NGP Capacitor
- Film GP Capacitor- Film GP Capacitor
- Fixed Resistor- Fixed Resistor
Operation SystemOperation System
- 3 Shifts a Day- 3 Shifts a Day• Working HoursWorking Hours• Total Personnel [Dec, 2005]Total Personnel [Dec, 2005]
- Korean- Korean
- Chinese - Chinese
19,982 19,982 5,661 5,661
- Nov.1999- Nov.1999
- Sep. 2001 - Sep. 2001
- May.2002- May.2002
- 7 days a week- 7 days a week
- 44 hours a Week- 44 hours a Week
- 191 Persons- 191 Persons
- 8 Persons- 8 Persons
- 183 Persons - 183 Persons
19,982 19,982 5,661 5,661
- Nov.1999- Nov.1999
- Sep. 2001 - Sep. 2001
- May.2002- May.2002
- 7 days a week- 7 days a week
- 44 hours a Week- 44 hours a Week
- 191 Persons- 191 Persons
- 8 Persons- 8 Persons
- 183 Persons - 183 Persons
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3. Tianjin Factory
• Total LandTotal Land
• Total Building Total Building • • Main ProductsMain Products - Film NGP Capacitor- Film NGP Capacitor
Total Personnel [Dec, 2005]Total Personnel [Dec, 2005] - Korean- Korean - Chinese - Chinese
• Total LandTotal Land
• Total Building Total Building • • Main ProductsMain Products - Film NGP Capacitor- Film NGP Capacitor
Total Personnel [Dec, 2005]Total Personnel [Dec, 2005] - Korean- Korean - Chinese - Chinese
12,580 12,580
7,512 7,512
Sep.1972Sep.1972
5 persons5 persons 80 persons80 persons
12,580 12,580
7,512 7,512
Sep.1972Sep.1972
5 persons5 persons 80 persons80 persons
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1974 Establishment of Philips Electronics Korea Ltd.1974 Establishment of Philips Electronics Korea Ltd.
1975 Production Start of Metal Film Resistors1975 Production Start of Metal Film Resistors
1990 Production Start of Metallized Film Capacitors1990 Production Start of Metallized Film Capacitors
1994 Renamed as PILKOR Electronics co., Ltd.1994 Renamed as PILKOR Electronics co., Ltd.
1994 ISO 9001 Certified by KQA1994 ISO 9001 Certified by KQA
1997 Listed on KOSDAQ market 1997 Listed on KOSDAQ market
1999 Established Rongcheng Pilkor Electronics Co., Ltd. in China.1999 Established Rongcheng Pilkor Electronics Co., Ltd. in China.
2001 Production start of MCI2001 Production start of MCI
2003 Aug. acquired “Korea Electronics,Inc. Tianjin, China”2003 Aug. acquired “Korea Electronics,Inc. Tianjin, China”
Specialist of PP/MPP, Dipping Type (High Voltage/High Frequency)Specialist of PP/MPP, Dipping Type (High Voltage/High Frequency)
2004 ISO 14001 certified by KQA2004 ISO 14001 certified by KQA
1974 Establishment of Philips Electronics Korea Ltd.1974 Establishment of Philips Electronics Korea Ltd.
1975 Production Start of Metal Film Resistors1975 Production Start of Metal Film Resistors
1990 Production Start of Metallized Film Capacitors1990 Production Start of Metallized Film Capacitors
1994 Renamed as PILKOR Electronics co., Ltd.1994 Renamed as PILKOR Electronics co., Ltd.
1994 ISO 9001 Certified by KQA1994 ISO 9001 Certified by KQA
1997 Listed on KOSDAQ market 1997 Listed on KOSDAQ market
1999 Established Rongcheng Pilkor Electronics Co., Ltd. in China.1999 Established Rongcheng Pilkor Electronics Co., Ltd. in China.
2001 Production start of MCI2001 Production start of MCI
2003 Aug. acquired “Korea Electronics,Inc. Tianjin, China”2003 Aug. acquired “Korea Electronics,Inc. Tianjin, China”
Specialist of PP/MPP, Dipping Type (High Voltage/High Frequency)Specialist of PP/MPP, Dipping Type (High Voltage/High Frequency)
2004 ISO 14001 certified by KQA2004 ISO 14001 certified by KQA
Brief History
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1997 Grand Prize by KOTRA at the Contest of Globalization1997 Grand Prize by KOTRA at the Contest of Globalization 1998 Grand Prize in Technology Innovation Contest in S&M1998 Grand Prize in Technology Innovation Contest in S&M Sized Companies by GovernmentSized Companies by Government 1999 Being Selected as the Best Company in Electronic 1999 Being Selected as the Best Company in Electronic Industry by KMAIndustry by KMA 1999 Grand Prize by Ministry of Government Administration 1999 Grand Prize by Ministry of Government Administration and Home Affairs for Enterprise Innovationand Home Affairs for Enterprise Innovation 2000 Awarded Best R&D Center Prize by the Ministry of 2000 Awarded Best R&D Center Prize by the Ministry of Science & TechnologyScience & Technology 2001 Awarded Grand Prize in Productivity Increase by the Ministry 2001 Awarded Grand Prize in Productivity Increase by the Ministry of Industry & Resourcesof Industry & Resources 2002 Awarded Fifty Enterprise Prize in Quality Competitiveness2002 Awarded Fifty Enterprise Prize in Quality Competitiveness by the Ministry of Industry & Resourcesby the Ministry of Industry & Resources 2004 Best Supplier Award by LG MNT biz div.2004 Best Supplier Award by LG MNT biz div. Awarded QCD grand-prix by LG TV biz div.Awarded QCD grand-prix by LG TV biz div. 2005 Awarded Best supplier by Samsung Kawa.2005 Awarded Best supplier by Samsung Kawa.
1997 Grand Prize by KOTRA at the Contest of Globalization1997 Grand Prize by KOTRA at the Contest of Globalization 1998 Grand Prize in Technology Innovation Contest in S&M1998 Grand Prize in Technology Innovation Contest in S&M Sized Companies by GovernmentSized Companies by Government 1999 Being Selected as the Best Company in Electronic 1999 Being Selected as the Best Company in Electronic Industry by KMAIndustry by KMA 1999 Grand Prize by Ministry of Government Administration 1999 Grand Prize by Ministry of Government Administration and Home Affairs for Enterprise Innovationand Home Affairs for Enterprise Innovation 2000 Awarded Best R&D Center Prize by the Ministry of 2000 Awarded Best R&D Center Prize by the Ministry of Science & TechnologyScience & Technology 2001 Awarded Grand Prize in Productivity Increase by the Ministry 2001 Awarded Grand Prize in Productivity Increase by the Ministry of Industry & Resourcesof Industry & Resources 2002 Awarded Fifty Enterprise Prize in Quality Competitiveness2002 Awarded Fifty Enterprise Prize in Quality Competitiveness by the Ministry of Industry & Resourcesby the Ministry of Industry & Resources 2004 Best Supplier Award by LG MNT biz div.2004 Best Supplier Award by LG MNT biz div. Awarded QCD grand-prix by LG TV biz div.Awarded QCD grand-prix by LG TV biz div. 2005 Awarded Best supplier by Samsung Kawa.2005 Awarded Best supplier by Samsung Kawa.
AwardsAwards
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PresidentPresident
Quality Assurance Dep’tQuality Assurance Dep’t
CAP BIZ DivisionCAP BIZ Division CHIP BIZ Division CHIP BIZ Division Management Support DivisionManagement Support Division R & D CenterR & D Center
Production Dep’tProduction Dep’t
Sales Dep’tSales Dep’t
Planning Dep’tPlanning Dep’t
R/F Materials &Components Dep’t
R/F Materials &Components Dep’tCHIP Sales Dep’t
CHIP Sales Dep’t
C / I Dep’t C / I Dep’t
Corporate Planning & Control Dep’tCorporate Planning & Control Dep’t
Accounting Dep’tAccounting Dep’t
MIS Dep’tMIS Dep’t
Product DevelopmentDep’t
Product DevelopmentDep’t
Process DevelopmentDep’t
Process DevelopmentDep’t
SubsidiariesSubsidiaries
3 Divisions 1 Center15 Dep't
3 Divisions 1 Center15 Dep't
General Affairs Dep’tGeneral Affairs Dep’t
Organization ChartOrganization Chart
Materials Dep’tMaterials Dep’t
Rongcheng PilkorRongcheng Pilkor
Financing Dep’tFinancing Dep’t
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Ⅱ. Main ProductsⅡ. Main Products
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Item Yr.
Sales
(Mil. USD)
(Mil. pcs)
LeadedResistor
PSFR16S, PSFR25, PSFR25H, NFR25(H), PNFR 1, 2W, PPRR 1, 2W, PPSR 0.25, 0.5WPMSR 0.25, 0.5, 1W.
’03 7 1,080
’04 8.7 1,305
’05 7.4 1,284
LeadedCapacito
r(General
)
PCMT 365, 366, 367
’03 19 825
’04 19.9 990
‘05 14.3 752
LeadedCapacito
r(Non-
General)
Inter. Supp.:PCX2 335, 335M, 337, 339,PCY2 120
AC&Pulse:PCKP 375, 376, PCMP 384,389, BUP, MPP, PU
PCMT 368, 468, 369
’03 17318
(X2:255)
’04 23.2480
(X2:304)
‘05 21.7462
(X2:291)
Production Production CapabilityCapability
[1USD=1,020 KRW]
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General Purpose PET Film Capacitor Manufacturers : 2005 General Purpose PET Film Capacitor Manufacturers : 2005 Market SharesMarket Shares
PET Film Supplier Production Volume(MPcs) % Of TotalMatsushita EIC 3,300 24%
Nissei/Arcotronics 2,500 18%EPCOS 2,200 16%
BC Components 1,100 8%AVX/TPC 850 6%
Pilkor 752 5%Faratronics 750 5%
Shinyei 600 4%WIMA 570 4%
HJC Taiwan 550 4%Others 792 6%Total 13,964 100.0%
EPCOS15%
WIMA4%
MatsushitaEIC23%
AVX/TPC6%
Pilkor7%
BCComponents
8%
Faratronics5%
Shinyei4%
HJ C Taiwan4% Others
6%
Nissei/Arcotronics18%
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Interference Suppression Film Capacitor Suppliers : 2005 Interference Suppression Film Capacitor Suppliers : 2005 Market SharesMarket Shares
Arcotronics Italia Spa 400 13% Italy R40/R60 Series Delta Products, SchrankMatsushita(Panasonic) 370 12% Japan/Malaysia ECQ Series Panasonic, Chungli
Okaya Electric 310 10% Japan/China REX Series Delta Products,Taiwna MarketPilkor 291 9% Korea PA/PAB Series Philips Consumer, Samsung
Vishay-Roederstein 250 8% Portugal F1772-F1779 Series CorcomBC Components 180 6% Belgium MKP 338-435 Series Philips consumer,Philips Lighting
Evox-Rita 130 4% Sweden/China/Indonesia PHE Series Thomson ConsumerEPCOS 130 4% Spain/Brazil B81133-B81140 Series Osram Lighting AKOWIMA 90 3% Germany MP3 Series Nokia,Bang&Olufsud
HJC Taiwan 75 2% Taiwan MKP/MKT Series Taiwan MarketOther 895 29% China/Taiwan Many Others Many OthersTotal 3,121 100%
Key Product Lines Major AccountsInterference SuppressionCapacitors(X/Y) Market
Annualized Unit
% MarketShare
Plant Locations
Other29%
HJ C Taiwan2%
WIMA3%
EPCOS4% BC
Components6%
Evox-Rita4%
Vishay-Roederstein
8%
OkayaElectric
10%
Pilkor10%
Matsushita(Panasonic)
12%
ArcotronicsItalia Spa
13%
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AC & Pulse Film Capacitor Manufacturers 2005 Market AC & Pulse Film Capacitor Manufacturers 2005 Market SharesShares
suppliers Production Volume(Mpcs) Market ShareTaitsu 400 17%
Shinyei- Kaisha 350 15%BC Components 300 13%
Arcotronics 200 8%Pilkor 170 7%
Matsushita 150 6%WIMA 100 4%
EPCOS 100 4%Others 605 25%Total 2,375 100%
Taitsu17%Others
26%
EPCOS4%
Arcotronics9%
Matsushita6%
WIMA4%
Pilkor8%
BC Components13%
Shinyei-Kaisha15%
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Ⅲ. Research & DevelopmentⅢ. Research & Development
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R&D StrategyR&D Strategy
With Challenging sprit, through Innovation,
we will open up a new market and be a Pioneer
to achieve 3 & 5 strategy !
PIONEERPIONEER
3 & 53 & 5
CHALLENGECHALLENGE INNOVATIONINNOVATION
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R&D OrganizationR&D Organization
ManagerManagerManagerManager
Product DevelopmentProduct DevelopmentDep’tDep’t
Product DevelopmentProduct DevelopmentDep’tDep’t
R/F Materials &R/F Materials &Components Dep’tComponents Dep’t
R/F Materials &R/F Materials &Components Dep’tComponents Dep’t
Miniaturization of Miniaturization of
Conventional ProductsConventional Products
Development of products for Development of products for
the Digital Appliancesthe Digital Appliances
Benchmarking of Benchmarking of
next Generation Technologynext Generation Technology
Miniaturization of Miniaturization of
Conventional ProductsConventional Products
Development of products for Development of products for
the Digital Appliancesthe Digital Appliances
Benchmarking of Benchmarking of
next Generation Technologynext Generation Technology
Development of Multi-layer Development of Multi-layer
CHIP ComponentsCHIP Components
Development of Development of
high frequency Components high frequency Components
& Devices& Devices
Development of Multi-layer Development of Multi-layer
CHIP ComponentsCHIP Components
Development of Development of
high frequency Components high frequency Components
& Devices& Devices
PHD : 1Master : 11Bachelor : 13Engineer : 1Assistance: 14Total : 40
Process Dep’tProcess Dep’tProcess Dep’tProcess Dep’t
Process Control Process Control
Factory AutomationFactory Automation
Process Control Process Control
Factory AutomationFactory Automation
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• Unique Manufacturing Equipment• Capacity Increase by In-House Mechanization Team• Safety Approvals : UL, CSA, VDE, S, N, D, F, SEV, IMQ, OVE• Patents Applied : 9 Since ‘98• NT Mark Authorized by Government in 1998
• Unique Manufacturing Equipment• Capacity Increase by In-House Mechanization Team• Safety Approvals : UL, CSA, VDE, S, N, D, F, SEV, IMQ, OVE• Patents Applied : 9 Since ‘98• NT Mark Authorized by Government in 1998
Technical & Development AchievementsTechnical & Development Achievements
• High Voltage Surge 0.5W Resistor [ 2nd in the world]• Miniature X2/Y2 Capacitor for EMI noise filter etc.• R-C Unit Capacitor to be combined with X2 Capacitor & Surge Resistor• High Current & High Pulse capacitor for SMPS, Ballast etc.• Multi-layer Ceramic Chip Inductor/Transformer for Mobile Telecommunication Equipments etc.
• High Voltage Surge 0.5W Resistor [ 2nd in the world]• Miniature X2/Y2 Capacitor for EMI noise filter etc.• R-C Unit Capacitor to be combined with X2 Capacitor & Surge Resistor• High Current & High Pulse capacitor for SMPS, Ballast etc.• Multi-layer Ceramic Chip Inductor/Transformer for Mobile Telecommunication Equipments etc.
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R&D Roadmap for Film capacitors Development
2004 2005 2006 2007 2008 2009
Ballast / Automotive -GP -AC & Pulse -3.2u MKP
Technology Development - Stacked technology - New materials
High volumetric Low Cost Version- New GP- SMD GP
Technology Development - new technology for lead attachment- special encapsulation- New materials
X2 MKP 6um Low profileUp to 10uF
Automotive - GP - AC & Pulse - Special types - SMD
Process Development- 4E potted(LOA / RD)
Telecommunication / Audio - MKP / MKT Potted - KP / KT Potted
Process Development - 2E/3E potted (LOA/RD)
DC Link capacitorfor hybrid car & Power
S M D X 2
Automotive - 150 - Special types - SMD
Power Elec. - Snubber cap. - Mini- DC Link
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R&D Roadmap for Resistor
2004 2005 2006 2007 2008
Technology / ProcessDevelopment-New materials-Wire wound
Cement resistors - 3W ~ 20W
High voltage surge- 0.25W/0.5W/1WAsphalt application- 0.25W /0.5W/1W
Inrush current resistors - 0.5W/1W/2W
Technology Development-Sputtering-Target
Surge resistor - value extension ( 1Ω ~ 10Ω ) - 0.25W/0.5W/1W
Wire wound resistors - 1W/2W/3W
Technology / ProcessDevelopment-New materials
Braking resistors Motor control- 15W/20W/30W
Technology / ProcessDevelopment-New materials
Axial bleeder resistors - 0.5W / 1W / 2W
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ⅣⅣ. . Management AchievementManagement AchievementⅣⅣ. . Management AchievementManagement Achievement
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Sales & Future Sales & Future ProspectsProspects
0
50
100
2003 2004 2005
CAP/RES
CHIP Comp.
ITEMS 2004 2005 2006
SALES
CHIP Comp. 14.7 15.3 25.0
CAP/RES 42.4 43.3 45.0
Total 57.1 58.6 70.0
GrowthStrategy
GrowthStrategy
CAP/RES Product : New Market Dev.(China), New Item Dev., New Application Dev.CHIP Product : MCI(Top 5), RF Comp. Dev., M/S Dev. for Re-sale productsRel. Co. Product : Co-Dev. For LCD Module, Sales aid for Tele-comm. Equipments
CAP/RES Product : New Market Dev.(China), New Item Dev., New Application Dev.CHIP Product : MCI(Top 5), RF Comp. Dev., M/S Dev. for Re-sale productsRel. Co. Product : Co-Dev. For LCD Module, Sales aid for Tele-comm. Equipments
[Unit : Mill. USD]
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ChipGPNGPRES
Sales Composition
( 2005 Total : 58.6 Mil.USD )
NGP CAPACITOR 37%NGP CAPACITOR 37%[21.7 Mil. USD][21.7 Mil. USD]
GP CAPACITOR 24%GP CAPACITOR 24%[14.3 Mil. USD][14.3 Mil. USD]
RESISTOR RESISTOR 13%13%
[7.4 Mil. [7.4 Mil. USD]USD] Chip Components Chip Components
& etc 26%& etc 26%[15.3 Mil. USD][15.3 Mil. USD]
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Customers
Korea Overseas
• SAMSUNG ( CTV / Monitor / Washing Machine / Micro Oven Range / VCR/ Refrigerator) / SEMCO / Printer / Cleaner )
• LG ( CTV / Monitor / Washing Machine / Micro Oven Range / VCR/ Refrigerator / Printer / Cleaner )
• DAEWOO ( CTV / Monitor / Washing Machine / Micro Oven Range / VCR / Refrigerator)
• E-Tronics / Inter-M• Hansol Monitor / Orion / ImageQuest• Sun Korea / DongIL / SangSin / DasTec
h / Insung / Dongyang / Hyundai Autonet / Alpine
• Vishay (BCc)• Skyworth / Alcatel / Mitsumaru / TCL• Delta / NPG / Tatung / AOC / Q-Run • Toshiba• Sanken / Sony Energy / Panasonic / AP
C / Invensys • Videocon • Vestel / Beko / Profilo Telra• Lucent(Tyco) / Emerson(TOD) / • Schaffner • Osram / Philips Lighting / Helvar / BA
G Electronics / Thai-Energy• Hisense / Gree
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Global Sales & Logistic NetworkGlobal Sales & Logistic Network
Factory(Tianjin / Rongcheng)Factory(Tianjin / Rongcheng) Office & WarehouseOffice & Warehouse Agent & Disti.Agent & Disti.
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1. Supply Performance - RLIP ≥ 90% - CLIP ≥ 98%
2. Supply Lead Time ≤ 2Weeks3. Responsiveness - Normal issue : 100% Within 1 Day - Special & Technical issue : 100% Within 7 Days with final
solution.
4. Field PPM Target ≤ 0.01PPM5. Special Package & services - VMI / HUB etc - EDI LINK - Special Labeling & Packing.
1. Supply Performance - RLIP ≥ 90% - CLIP ≥ 98%
2. Supply Lead Time ≤ 2Weeks3. Responsiveness - Normal issue : 100% Within 1 Day - Special & Technical issue : 100% Within 7 Days with final
solution.
4. Field PPM Target ≤ 0.01PPM5. Special Package & services - VMI / HUB etc - EDI LINK - Special Labeling & Packing.
Highly Flexible & Reliable Customer Services Highly Flexible & Reliable Customer Services
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