Customer Relations
Professional Service Team
SYSTEX has a Project Management Office (PMO) to centrally manage its customers’ projects and control project risks to ensure that the project manager (PM) can lead the project team to complete projects on schedule, on good quality and on budget, creating values for customers and providing high-satisfaction products and services.
Management Mechanism
Project Management
PMO is responsible for formulating project management methods, standards and processes to ensure effective project execution and reduce potential risks. In addition, PMO regularly reviews and revises the PM-related systems such as “R&D Cycle” and “Rules of Project Assessment & Review Board”, and formulates “PM Grading and Evaluation System” combined with training and certification, to evaluate PM performance every 6 months and reward outstanding PMs.
Project Management IT System
SYSTEX PMO uses the project management platform and has added more diversified project management tools since 2023. Through BMS and other online project management system, SYSTEX conducts risk assessments, asks PMs to report each project status every week to understand the progress of each project in real time, track abnormal projects, and further to hold review meetings timely, so that SYSTEX PMO provides sufficient resources and assistance accordingly to improve project efficiency and effectiveness, and objectively evaluating project execution performance.
Outsourced Project Audits
PMO formulates the “Rules of Outsourced Project Management” to assist in the progress of project filing and revision, and carry out audits regularly in order to conduct supplier assessment and project acceptance management, thereby measuring the execution capabilities of outsourcing suppliers and assessing potential risks to ensure that they can deliver expected results on time.
Outsourced Project Assessment
SYSTEX’s outsourced suppliers are classified into 4 categories: manpower stationing, AP development, engineering construction, and information security outsourcing. SYSTEX has formulated the “Rules of Outsourced Project Management” to accelerate and facilitate outsourcing procurement efficiency. Therefore, SYSTEX conducts an “Outsourced Project Assessment” when the outsourced project closed. According to the service quality and cooperation of the supplier, SYSTEX grades them with A to E accordingly. SYSTEX will facilitate the procurement for level-A suppliers, avoid cooperation with level-D & E suppliers. As a result, 155 outsourced suppliers were evaluated in 2023, all receiving grade of level-C or above, of which 49 outsourced suppliers were level-A.
Project Management Training
SYSTEX continues to carry out PM-related training courses, inviting senior PMs to educate practical experience to improve the management capabilities of junior PMs and enrich their minds. In response to customers’ demand for cloud services increase, SYSTEX has carried out compulsory general training on “PM Cloud Technology” since 2023 to equip all group PMs with cloud expertise to enhance the ability of hybrid multi-cloud architecture to meet customer needs.
In 2023, SYSTEX Group in Taiwan conducted PM training courses, totaling 904 persons and 5,213.8 hours. SYSTEX encourages PMs to participate in the “International PMP” courses, obtaining a cumulative 123 PMP/ACP certificates, serving as a strong professional PM team. In addition, considering the importance of information security in the PM lifecycle, SYSTEX has organized Information Security courses for PMs, resulting in obtaining 149 ISO 27001 verifications, thereby improving their ability to help customers prevent various types of information security threats, enhance customers’ information security level and their overall operational efficiency.
2023 PM trainees
2023 PM training hours
2023 cumulative PMP / ACP certificates of PMs
2023 cumulative ISO 27001 of PMs
Service Quality
As the largest IT service provider in Taiwan, SYSTEX undertakes projects across in various fields, ranging from small to large and complex, accumulating more than 40,000 customers. In order to manage projects effectively, SYSTEX has developed a project management mechanism, built a related IT system and platform, so that PMs and team members can manage and evaluate the current status of projects to execute more smoothly.
Since the project inception, the project teams collaborate with skills and solutions to ensure the delivery of high-quality products and services, and strictly manage budgets and risks through outsourced selection and assessment mechanisms. PMs also hold regular project meetings to maintain good relationship with customers during execution, and hold an acceptance meeting before the end of the project. Finally, project performance is reviewed against system data and then appropriately maintained in the PM system as the organizational assets.
PMO checks the implementation of projects, finds abnormal status in advance to adjust the project risk level timely through the management system, and formulates lessons learned for abnormal projects, and cooperates with advocacy meetings to strengthen experience exchanges and improve their ability for provision of high-quality products and services.
Customer Satisfaction
To realize major customers opinions, SYSYTEX conducts a satisfaction survey. The survey adopted a 7-point scale, focusing on “service quality, professional competence, and overall service.” A total of 93 clients were distributed questionnaires, and 66 valid responses were received, with a survey coverage rate of 70%.
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Definition of major customers |
For the 2023 survey, SYSTEX converts the results of the 7-point scale into a 10-point scale and set 8.5 as the target. If the score of any single question in each questionnaire is lower than 4, it is considered a customer complaint, prompting the PM to formulate an improvement plan accordingly. In the 2023 survey, there was 1 customer complaint case, so the PMO supervised the PM to conduct an improvement plan in April 2024.
SYSTEX PMO set the 2024 target for the Customer Satisfaction Survey at 9 points.
Customer Supply Chain Evaluation
Best Sustainable Partner of Enterprise Clients
In addition to professional services, SYSTEX Group also actively responds to clients’ concerns about sustainable issues and jointly raises awareness of promoting sustainable affairs. In 2023, SYSTEX Group filled in a total of 691 supplier sustainability audit questionnaires and conducted 57 on-site audits with a 95.36% satisfaction rate.
In 2023, SYSTEX Group was recognized for the sustainable supplier awards by Fubon Financial Holdings, Far EasTone, and Taiwan Mobile, National Institute of Central Science and Technology, China Development Excellent Supplier, and Huatai Electronics, etc.
2023 Supplier audit questionnaire
2023 On-site audit
2023 Audit satisfaction rate