Fascination with microsensors: Who we are and what we do

This is why we define quality as customer satisfaction and focus on generating outstanding customer benefits. Through satisfaction, we want to achieve customer loyalty and lasting relationships. All of our planning and actions must be geared to this. Everything we do must also be viewed from the customer’s perspective and must always be based on this key question: “Is what we are doing or planning to do useful and beneficial for our customers, or are we merely concentrating on our company’s growth?” Customer orientation is an essential part of our corporate identity.

This is an indispensable prerequisite for customer satisfaction and loyalty. Every mistake affects our customers, disrupts their normal processes, and can have serious and perhaps even unforeseeable consequences. Every mistake costs our customers time and money, causes problems, and ultimately dissatisfaction. Over time, dissatisfied customers become disloyal and prefer to obtain their services and products elsewhere. Every customer that we lose weakens our company and strengthens our competitors. It is extremely difficult to win them back. Zero defects can only be achieved if the entire product life cycle is designed and aligned accordingly – from market analysis and product definition to development, production, sales, and shipping. This means that every employee must contribute to the overall effort.

In our company, we apply the LEAN principles to strengthen our focus on operational excellence and thus optimize the quality and flexibility of our products as well as our business processes. As a result, we systematically identify and eliminate activities and processes that do not generate added value through continuous improvement. Our fundamental approach is based on the Kaizen Continuous Improvement Process and we do everything we can to transmit this LEAN culture  to our main suppliers.

We develop, produce, and sell products and services that offer outstanding customer benefits and contribute significantly to improving customer loyalty thanks to their zero-defect quality. That is why we are proud of what we do. This also means that products and services are only provided or supplied to customers if we are convinced that they deliver the required and promised customer benefits, if they function perfectly, and are fault-free.

Everyone makes mistakes, but it is essential to correct them and learn from them. In our culture, no one is blamed or reprimanded for an error; but mistakes must not be repeated and, most importantly, must not be covered up! On the contrary, all of our employees are responsible for exposing and eliminating mistakes. Potential errors and possible sources of error are searched for, identified, and prevented using appropriate procedures and systems. If an error leads to a customer complaint, our highest priority is to restore customer satisfaction. Like errors, complaints also provide an opportunity for improving our products and our understanding of customers. If, despite our best efforts, we are unable to restore our customer’s trust, we must use this lesson learned to discover and recognize the causes, and improve our future approaches.

We do what we say we are going to do. This applies both within our company and all the more so when dealing with our customers. All of our employees work closely together and we transfer unequivocal expertise at the right time. We provide accurate information in a responsible and timely manner. This is particularly important when working with our customers.

I – and not just the others – am responsible for quality, continuous improvement, and customer satisfaction. As a company, we must constantly improve ourselves, our procedures, and our management system – and I play a key role in this process. What is good today may not be good enough tomorrow. In order to keep satisfied and loyal customers in the long term, we cannot rest on our laurels. That is why CIP, the continuous improvement process, plays a crucial role in our understanding of quality, determines our daily actions, and ensures our progress.