The concept of ‘damage’ under Civil Law, which we learnt in school days, has become the fundamental for Hanul’s quality control. We differentiate important and unimportant matters in relation to quality in accordance with the concept brought from the Civil Law, which categorizes damage as ‘direct’ or ‘expansive’. Direct damage means an expenditure that is needed to recover the effective value of something, like the expenditure to repair a malfunctioning part of a thing. Expansive damage means the damage derived by external factors, just like in the case where someone gets hurt due to the malfunctioning brake of a car. While analyzing the claims we gathered, we found out that the critical quality factor was in ‘the potential for causing expansive damage’.
We keep in mind that claims falling under the quality factor capable of causing expansive damage should be considered ‘fatal’ ones. So we differentiated claims classified under direct damage for which we can merely make the exchange of the product or compensation from fatal claims that come under expansive damage which may not be settled merely by product exchange or compensation. We classified the quality factors that may cause fatal damage. We identified four critical quality factors and have managed them by designating them as ‘the four major claim factors’. ‘Metal’, ‘pathogenic germs’, ‘chemicals’, and ‘worms’ are these four classified claim factors.