Value Chain Collaboration
Mindray always believe that the sustainability of an enterprise is inseparable from value chain collaborative management. We continue to maximize the value of end-to-end collaborative management via a management system covering R&D, procurement, manufacturing, sales and marketing, customer service and post-marketing supervision. Internally, the product quality and safety are guaranteed with total quality management system, which involves a variety of business functions. Externally, we, in partnership with external stakeholders along the value chain, reinforce suppliers and marketing management, jointly contributing to the sustainability of the enterprise.
Product quality and safety
We strictly abide by the applicable laws and regulations in the countries and regions where we operate, as we firmly believe that the product quality and safety are not only crucial to patient health, but also pivotal to achieving our mission and social responsibility. We have established a strict total quality management system and continuously refine it in line with the increasingly stringent regulatory requirements, under which we monitor product quality at every stage of our value chain, and ensure the product safety and stability with lean management.
Advanced testing methods and strict execution
The birth of BeneVision N1 is the result of
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times of maximum energy charge and discharge
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volts anti-static interference
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times of cable bending
High-precision manufacturing technology covering the whole device and basic components
A Mindray Slide Maker is composed of
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components
The roughness of the blood cell blood valve is required to be
0.0 μm
1/160 of the diameter of a red blood cell
Customer service collaborative management
“Align with our customers" is one of Mindray's core values. We are committed to considering customer service capability from the design stage. By persistently digging customer demand, rapidly responding to customer complaints,
highly securing customer information, proactively conducting customer satisfaction survey, and by virtue of a comprehensive customer service system and abundant service experience, we provide excellent and continue perfecting services
for customers and help our institutional customers expand their healthcare business.
Customer complaint response rate
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Customer complaint resolution rate
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Overall satisfaction with complaint settlement
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Adhering to the quality management concept of "Early Detection, Early Decision-Making and Early Resolution" , Mindray has built a risk-based post-marketing supervision system applicable to various countries and regions worldwide, and improved the global recall decision-making mechanism continuously. In accordance with local laws and regulations, we have established a series of management systems and procedures applicable to adverse product events and recalls to ensure that we strictly comply with regulatory requirements, report adverse events to regulators and initiate product recalls.
Supplier management
The quality, resilience and sustainability of the supply chain are critical to Mindray's production and operation. Under the framework of internal collaborative management in product design, development and manufacturing, we have established a supplier management system across the suppliers' lifecycle, which introduces environmental and social performance indicators in the selection and admission of new suppliers, supplier review, etc. , to ensure the quality, safety and environmental protection of suppliers and push forward the sustainability of supply chain. For our long-term suppliers, we also insist on dynamic performance assessment and management to move forward in tandem with our partners.
Supplier communications
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Supplier quality training sessions
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Supplier HSF compliance rate
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Sales and marketing
The well-being of our users is always our primary concern. We are responsible for ensuring that the personnel involved in sales and marketing within Mindray adhere strictly to our marketing and labelling policies, build trust with our stakeholders, and promote and popularize our products to the market with the highest standards of conduct.
Management policy and training
In order to ensure the full implementation of responsible marketing, we updated a number of regulations and management measures during the Reporting Period. In order to implement our standardized management requirements and maintain an accurate and unified brand image, we provide regular training for sales and marketing personnel to ensure that they are fully aware of and familiar with the requirements of responsible marketing.
Distributors Management and Regulations
We have developed the distributors marketing guidelines, agreements and commitments to regulate marketing practices such as booths, websites, social media and publicity materials. Furthermore, we monitor the marketing practices of our distributors, so as to ensure that they comply with our business conduct standards.
Online sales
governance
We have carried out a series of governance actions for domain name protection and monitoring to reduce the possibility of fraudulent use of our brand by criminals through tackling fake websites and emails. As at 31 December 2021, we completed the registration and protection of 207 key brand name domain names and reclaimed 3 domain names.
Fight against counterfeit products
We taken effective measures to fight against counterfeiting of our products or refurbishment of our abandoned products. In 2021, a total of 7 counterfeiting cases were completed with our domestic Legal Department playing a leading role, including 2 administrative enforcement investigations and punishments, 2 criminal investigations and 3 civil prosecutions.