"Mentor Graphics Corporation is committed to satisfying our customers by meeting or exceeding agreed upon requirements and expectations."
We believe quality is defined by our customers. The direct measure of how well we are delivering on our quality commitment is the degree to which we meet our customers' requirements and exceed their expectations. Our customers' success is the most important factor in our long-term success.
Customer Satisfaction Measurements
It is our belief that to truly understand what our customers need from our organization, we must ask, listen and take action. To support this belief, we have engaged SATMETRIX to provide timely, consistent customer survey results on a worldwide basis.
The information from this survey is used by executive management to adjust practices within the organization to continuously improve our products, services and processes in order to more completely satisfy our customers.
In addition to the annual survey, we monitor our Customer Support organization through a weekly survey and have established Customer Satisfaction goals based on this direct customer feedback.
All customer issues are monitored through our global issue-tracking system that connects customer issues directly to engineering. With this system, we measure our responsiveness, time to resolution and overall defect discovery rates with constant emphasis on continuous improvement.
All employees are responsible for carrying out the Quality Policy using the philosophy of our guiding principles.
- Customer Intimacy
Our philosophy creates a culture where we develop our employees (Learning); value empowerment, tenacity, and passion (Ownership); and delight the customer by creating value (Customer Intimacy).
Mentor Graphics is committed to achieving technology leadership through our ability to deliver world class products and services.
We are utilizing SCP (Support Center Practices) as an industry standard to enhance our ability to deliver prompt and effective technical support to our customers. In addition, our corporate infrastructure benefits from regular internal process audits, which are based on ISO standards.