Social
Customer Satisfaction Management
Through consumer-oriented management and the thorough protection of personal information, we are increasing customer satisfaction and trust
In order to practice customer-oriented management and improve customer satisfaction, BGF Retail introduced Consumer-Centered Management (CCM) for the first time in the industry in October 2011, and is currently practicing sincere consumer management
Consumer-Centered Management
CCM certification is a system that considers consumer centered management in all activities of planning and selling a company's products and services, evaluating and certifying gradual improvement.
BGF Retail announced the introduction of CCM in October 2011 for the first time in the industry, and in January 2013, acquired CCM (Customer Centered Management) certification, hosted by the Fair Trade Commission and operated by the Korea Consumer Agency, and after that, we have received re-certification five times to continuously improve our consumer-oriented management activities.
BGF Retail is working towards becoming a company that leads in customer satisfaction by constantly innovating products and service levels from the consumer's point of view through consumer-oriented management, and centered around the CCO (Chief Customer Officer), we are reorganizing the system to establish CCM culture in the company and conduct training using various channels. What’s more, we are continuing to improve and maintain the pre/post management systems for stable VOC operation and resolution of consumer complaints to enhance customer convenience and satisfaction.
CCM Practice History
| Date | Contents of the Implemenation | ||
|---|---|---|---|
| 2011 | Proclamation Ceremony for introduction of CCM | ||
| 2012 | Conducting on-site CCM assessment and obtaining the certification as the first in the field | ||
| 2014, 2016, 2018, 2020, 2022 |
Re-certified for 6 consecutive years | ||
| Date | 2011 | 2012 | 2014, 2016, 2018, 2020, 2022 |
| Contents of the Implemenation | Proclamation Ceremony for introduction of CCM | Conducting on-site CCM assessment and obtaining the certification as the first in the field | Re-certified for 6 consecutive years |
Customer Centered Management Strategy
Slogan
Friends bringing change for each other
Friends who understand and sympathize
Friends happy to be together
Direction
Improving social issues through business
Providing products and services truly needed
Expanding the public nature of BGF infrastructure
Tasks
Expanding customer experience
Increasing the Network value
Establishment of Future-oriented infrastructure
Customer Centric Management
Supervising Department
Establishment of Branch Management Support System
Increasing Capacity for Consumer VOC Care
Vitalizing
Communication Channel
Customer Centered Management Organization System
In order to run our consumer-oriented management system, BGF Retail has established consumer-oriented management organizations such as a CCO (Chief Customer Officer), a CCM operation office, and a dedicated department for various communications to improve customer satisfaction.
General Management of Communication and Support for Franchise Store
General Management of communication and support for customers
Franchise store inspection and support
General management of franchise store education
General management of franchisees and customers questions/complaint
Activities as a CCM-certified company
We prevent customer claims in advance
- Expansion of CCM corporate culture
- Reflection of consumer opinions starting from the product planning process
We quickly resolve customer complaints
- Easy and accessible process of customer consultation
- Complaint processing system
We actively communicate with customers
- Provision of useful information about products and services of the company
- Communication with customers through various online and offline channels
Quality Management Policy
As a comprehensive distribution service company, we establish the following quality policy with a strong commitment from all employees to achieve customer satisfaction through the highest quality.
01 Establishment of a Quality Management System
02 Customer Satisfaction
03 Highest Quality
Quality Objectives
To realize our quality policy, we set quality objectives and establish an efficient quality management system that monitors and ensures that all employees actively and voluntarily participate in achieving our quality policy.
01 Proactive Risk Management for Manufacturers, Products, and Stores
02 Expansion of Differentiated Product Operations
03 Improvement of Customer Satisfaction Survey Scores
Governance
The Chief Quality Management Officer of BGF Retail is the Representative Director and holds review responsibility and decision-making authority for quality management. Considering our business method of providing products and services, major departments that handle products, logistics, and services Participate together to prevent risk of quality management activities and carry out continuous improvement activities.
Quality Management Policy Governance
Quality Management System (ISO9001) Certification
BGF Retail has obtained the Quality Management System (ISO9001) certification
from an international certification body, established by the International
Organization for Standardization. We maintain and renew this certification
through annual follow-up audits.
Certificate of Registration ISO 9001 : 2015
With the growing importance of protecting personal information and preventing security risks, BGF Retail is striving for more thorough information security by establishing and operating an information security management system and acquiring ISMS certification.
Information Security Organization System
BGF Retail designated the Head of the Information Protection in line with Article 45-3 of the Information and Communication Network Act to manage and supervise tasks on information protection, such as establishing and managing the information protection management framework, evaluating and improving the information protection weakness analysis and evaluation and preventing the violation. We appoint the Chief Privacy Officer (CPO) and the personnel in charge of privacy protection to supervise the comprehensive privacy-related tasks operation, damage relief, prevention of leakage and misuse of personal information, protection of personal data, etc.
(Director of strategic innovation division)
(Information Security Team Manager)
(Information Security Team)
(Chairman: CISO)
Information Protection System
Information Protection Management System Certification
In February 2019, BGF Retail obtained the Information Security Management System (ISMS) certification organized by the Ministry of Science and ICT and the Personal Information Protection Committee and operated by the Korea Internet Promotion Agency. ISMS certification scope includes customer information protection management, CU brand homepage, membership homepage and APP, with the systematic performance of activities for protection against administrative, technical and physical security.
Privacy Protection Management System
For the thorough protection and management of personal information, BGF Retail strictly complies with the principle of processing the life-cycle of personal information from collecting personal information to destruction in cooperation with specialized institutions. By establishing personal information management regulations, risk and compliance management is carried out, and when revisions occur through legal monitoring, they are immediately reflected in internal regulations and guidelines. In addition, we have prepared a risk response system and scenario to respond to personal information leakage accidents. The personal information protection policy of BGF Retail is revised once a year in accordance with the personal information policy guidelines and released on the website.
소비자중심경영 도입선언문
BGF리테일은 고객만족을 선도하는
기업이 되고자 노력하고 있습니다.
우리 BGF리테일은 항상 고객중심의 경영을 실천 하고자 노력해 왔으며, 우리가 제공하는 상품과 서비스가 고객의 행복과 즐거움이 되기를 소망해 왔습니다. 또한 BGF리테일은 종합 유통 서비스 그룹으로 도약하기 위한 비전을 선포하였고, CVS 선도 기업으로 지속성장하기 위해 상품과 서비스의 차별화는 물론이고 소비자 권익 증대에도 적극적으로 참여하고자 합니다.
이제 우리는 점포를 찾아주시는 고객분들을 보다 깊게 이해하고 이를 바탕으로 고객만족을 선도하는 기업이 되고자 CCM을 전사적으로 도입하고자 합니다. 소비자중심경영(CCM)을 통해 우리 임직원에게 고객 불만 예방과 고객대응에 있어 명확한 행동기준과 절차를 제시하고, 고객 불만을 자발적이고 효율적으로 처리하는 조직문화를 정착시켜 나가겠습니다. 또한 고객 접점에서 대응하는 점주님과 스태프들의 적극적인 참여를 통해 고객의 신뢰를 확보하고, 초일류 CVS기업으로 발전하는 계기로 만들어 갈것입니다.
오늘 선포식을 통해 우리 BGF리테일 임직원 모두는 소비자중심경영이 우리 회사의 핵심전략임을 다시 한번 인식하고, 고객가치 실현의 핵심 인프라로서 CCM을 성실히 준수할 것을 BGF리테일 임직원을 대표하여 여러분께 선포합니다.
