A case study on the development of a framework of implementing customer centered management: based on the case of Jeju Development Corporation
Yeeseul Jung, Jin-Yong Choi, Kyounggu Kang, Soohyoung Moon, Juok Yoon · The Korean Association for Local Public Enterprises · 2023
As the existence value of customers increases in corporate management activities, the need for customer-centered management is on the rise. The purpose of this study is to propose a framework that companies can use in practice to develop a customer centered management system. To this end, Jeju Special Self-Governing Province Development Corporation(JPDC)'s customer centered management cases were defined as 79 detailed activities and the types were classified. Although JPDC is a public enterprise, it sells general consumer good, bottled water called “Jeju Samdasoo” and has been certified for Consumer Centered Management in 2022, so it was judged to be an appropriate company to use in developing a framework of implementing customer centered management. As a result, the framework consisting of strategy establishment, system establishment, process operation, and product/service improvement was derived. In addition, 13 employees of the JPDC were used as subjects and, as a result of receiving and analyzing surveys belonging to which types of 79 activities, the reliability of the framework presented in this study was secured. We expect the suggested framework of implementing customer centered management will improve understanding of customer centered management and present a direction of business strategy.