The customer’s voice is the most important starting point for improving quality and building trust. When we uncover the meaning behind even the smallest inconveniences and address their root causes, it leads to genuine customer satisfaction. By pinpointing problems accurately and providing fundamental solutions, we not only enhance product performance but also strengthen our partners’ competitiveness and growth. Today, we share the story of a Korean diaper manufacturer that, together with LG Chem, resolved a long-standing challenge.

When Solutions Are Needed for Quality Improvement

Company J, a Korean diaper manufacturer, faced an urgent need for quality improvement as it continued to receive persistent customer complaints about product leakage. The company reviewed various processes, including fabric, absorbents, and adhesives, but the problem persisted. There was even internal speculation about potential defects in the SAP material. However, due to limited analytical equipment and insufficient data, no clear conclusion could be reached as time went by. In the meantime, customer complaints mounted, raising concerns over declining brand trust and weakening quality competitiveness against rivals.

Company J’s greatest challenge was its inability to clearly identify the root cause. Internal analysis alone was not enough to determine whether the problem lay in the SAP material itself or in the diaper’s structural design. In a situation where fundamental design changes were difficult and testing facilities were lacking, the company realized that simply replacing materials or adjusting the production process would not deliver meaningful improvements. Ultimately, Company J turned to LG Chem, armed with decades of accumulated data and advanced analytical capabilities, for root cause analysis and quality improvement solutions.

LG Chem’s Data-Based Solutions and Positive Response from Clients

LG Chem received samples of the problematic product from Company J and conducted a multi-dimensional analysis covering absorbent performance, structural characteristics, and material integration. The analysis confirmed that the SAP material itself had no defects, and that the root cause of the leakage lay in the diaper’s structural design. Specifically, the absorbent core channels were excessively wide and left open at both the front and back, allowing liquid to escape. Rather than simply identifying the problem, LG Chem also proposed a practical solution tailored to Company J’s situation, where structural modifications were not easy to implement.

LG Chem’s SAP: A Material Ensuring Convenience and Safety in Daily Life

SAP is a polymer with a three-dimensional network structure. When it comes into contact with water, it undergoes a swelling phenomenon, causing its volume to expand significantly. Each gram of SAP can rapidly absorb 500 to 1,000 times its own weight in water and retain it for an extended period. Appearing as a fine white powder, SAP is used across a wide range of applications, including hygiene products that come into direct contact with the skin. In particular, it is an essential core material in baby diapers, adult incontinence products, and feminine hygiene items. Thanks to SAP, diapers can be made thinner and lighter while still delivering excellent absorbency.

LG Chem continuously enhances the absorbency and usability of SAP, helping partners improve the quality and competitiveness of their products. With decades of experience and technological expertise, the company has secured a strong competitive edge in the global market. Beyond simply supplying materials, LG Chem sets itself apart by analyzing the challenges customers face, proposing directions for improvement, and providing technical support. Customer-tailored solutions, reliable supply chain, and large-scale production capacity are the strengths of LG Chem’s SAP.

Moreover, LG Chem is driving a sustainable transition in the field of SAP. By reducing carbon emissions in its production process and utilizing bio-based raw materials, the company has obtained global eco-friendly certifications. In particular, LG Chem has introduced BCB SAP (Bio-Circular Balanced SAP), developed with plant-based raw materials and renewable resources, to actively meet the hygiene industry’s sustainability demands. Compared to conventional SAP, BCB SAP reduces carbon emissions and strengthens credibility with international certification.

SAP is no longer just a material that enhances everyday convenience—it is evolving into a solution for a sustainable society. Going forward, LG Chem aims to deliver safer and more convenient solutions for both partners and consumers by further improving SAP’s performance and broadening its applications.

* Swelling: A phenomenon in which a material expands after absorbing a solvent

Company J’s case demonstrates LG Chem’s differentiated capability to start from the customer’s voice, identify the essence of the problem, and propose practical solutions. By going beyond the mere supply of materials to offering analysis, data, and innovative solutions, LG Chem resolved its partner’s challenges and achieved customer satisfaction. Moving forward, LG Chem will continue to discover the value customers seek across various material fields and deliver greater satisfaction as a trusted partner.