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AT SONY, OUR GOAL IS
TO DELIVER THE BEST PRODUCTS AND SERVICE
TO OUR CUSTOMERS
Like many Americans, September 11th was
one of the worst days of my life. The terrorist
attacks upon the World Trade Center and
the Pentagon have profoundly affected all
of us-and changed our world forever. Yet,
we-as individuals, as family members, as
businesspersons-must move forward, and reclaim
our daily lives. For a thoughtful perspective
of how the tragic events of September 11th
have affected the world of commerce, I recommend
that everyone read Ed Grebow's "The
President's Letter" (page 8) about
our new responsibilities as business leaders.
At Sony Electronics, one of our chief goals
is to exceed customers' expectations in
terms of our products and services. During
the last year, Sony Operations and Technical
Services (SOTS), a division of Sony Electronics'
Business Solutions & Systems Company, conducted
its largest-ever customer survey to discover
how our national network of service centers
are performing. The results of the customer
survey, done in conjunction with The Omega
Group, are quite impressive.
More than 90 percent of our customers rate
their Sony product as excellent or good.
More than 80 percent of service-center customers
and 90 percent of field-service customers
rate us as excellent or good in terms of
knowledge. More than 85 percent of our customers
rate us as excellent or good on the courtesy
of our service people. In addition, 95 percent
of our customers say they would renew their
service contracts. For more about SOTS'
achievements, see "The Ultimate Goal"
(page 40).
Because of our commitment to quality products
and quality service, diverse companies think
of Sony first. In "Streaming Media
on a Digital Island" (page 26), you
can read why Digital Island, which provides
managed web hosting, content delivery, and
network services for dozens of companies
around the world, chose Sony to outfit its
broadcast production center in Manhattan.
In "Wired for Medical Miracles"
(page 32), you can read about why Medtronic
Inc., when it decided to build a new $100
million headquarters, chose Sony LCD projectors,
video cameras, touch-screen displays, and
videoconferencing equipment. In "HDTV's
Biggest Fan" (page 36), you can read
about Sony Electronics' Systems Integration
Company, based in San Jose, and how it delivered
state-of-the-art products and service to
Paul Allen's growing empire of mobile and
fixed HDTV production facilities.
Lastly, everyone can read about Anthony
Piazza, President of Sony Electronics' Corporate
and Professional Sales Company, in the Questions
and Answers column (page 20). Anthony has
created a sales force that not only knows
all of our product lines, but also the applications
of the products and how they integrate with
other products.
As always, we appreciate your comments
and your interest in Sony.
Cordially,
Alec Shapiro
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