Global No.1 Samsung’s Secret of Success

Global No. 1

• Set the company’s motto as “Be Number One”

• Whatever business Samsung decides to enter, it

must be No. 1

• If not yet No. 1, do whatever it takes and make

changes until it becomes No. 1

• One of the most important directions their

management decides to take is emphasizing on

Customer Satisfaction (CS)

• For Samsung group, 15% is given to CS which is

even higher than that of profit when they evaluate

the performance of CEO

Samsung CS Academy

• It was established as the education and training

center for Samsung group in field of customer

satisfaction (CS)

• With Samsung’s great success in CS, other

organizations and companies started to

approach Samsung CS Academy to provide

them education, training and consulting on CS

Samsung CS Academy corporation

Provide education solutions based on exhaustive analysis Build customized education solutions based on drawn conclusions &

suggestions that are resulted from various inspection of internal/ external

environment of the clients,

utilizing research models such as MDRA and Gap’s TSI

Create customized solution and aid clients achieve their

goals Offer optimal & customized solution based on know-how and data derived from

experiences working with various clients such as securities companies,

hospitals,

logistics service companies and airlines.

The latest contents of education and facilities would allow the client to have

an “up-to-date business structure.”

Global standard of Customer Satisfaction Consulting Samsung CS Academy’s research and education solution already proved its

operating efficiency and performance from the many partnerships with global

conglomerates.

Samsung CS Academy continuously put its best effort into research and

development

to maintain and improve its quality of consulting services.

Total CS Solution

Ω

α

Building CS culture

Establishing CS education system

Improving CS Capability

Managing service quality at MOT

Developing of CS education

program

Establishing of Standard

Operating Procedure

e

Customer Satisfaction

Education

Image Making Education

Sales Education

E-Learning / Mobile

Education

Customer Satisfaction Index

Service Quality Monitoring

Service Quality Index

Customer Loyalty Index

Employee Satisfaction Index

Customer Oriented Investigation

Marketing Research

Total CS Solution

1. Build up CS education system & Provide program development consulting service

2. Provide SOP(Standard Operating Procedure) development consulting service

CS Consulting 7 Steps

CSA

Consulting

7 Steps

STEP 1

STEP 2

STEP 3

STEP 4 STEP 5

STEP 6

STEP 7

STEP 7 : Spreading to the whole

Making optimal solution for the entire entity

Final report based on performance resulted

in consulting service

STEP 1 : Surveying the situation

SQM, CSI, ESI etc.

STEP 2 : Selecting the task

Interviews with management levels

Collect raw data/basic information

STEP 3

Searching the origin :

On-site work analysis

Comparative analysis with competitor /

leading company in same industry

STEP 4 : Setting up the solution

Making short/long term plan & applicable

suggestion

STEP 5 : Sampling Experiment

Selecting the trial target which can be suitable for

adapting the suggestion & execution

STEP 6 : Sound the result

Analyzing performance from trial

Making up for faults based on the results

from trial

International Programs

• How Samsung Attained Global Leading Company

• CS Management Introductive Program for Executive

• CS In-house Training

How Samsung Attained

Global Leading Company

How Samsung Attained Global

Leading Company

• Target: Top management/executive

• Goal: To learn the secret of Samsung’s success

• Type: Short program in Korea with both

educational sessions and company visits

Day 1 13:00 ~ 14:00 : Opening Ceremony/ Introduction of Training Program

14:00 ~ 18:00 : Samsung Innovation Strategy (Ⅰ)

1. “Why Does Samsung Change?”

2. “How Should Samsung Change?”

18:00 ~ 20:00 : Dinner & Networking Time

Day 2 09:00 ~ 12:00 : Visit at Samsung Electronics Suwon Plant

Task : 1) Audiovisual Presentation

2) Exhibition Hall

3) Observing the Line of Products (Partly)

12:00 ~ 14:00 : Lunch & Move to Samsung Human Center

14:00 ~ 17:00 : Samsung Innovation Strategy (Ⅱ)

3. “What Should Samsung Do?”

4. “What Does Samsung Want to Be?

17:00 ~ 18:00 : Move to Hotel & Free Time

How Samsung Attained Global Leading Company

Day 3 08:30 ~ 09:00 : Move to Sang-Am Digital Pavilion

09:00 ~ 12:00 : IT Experience

Task: 1) Digital Pavilion

2) Life IT Experience

3) Q & A

12:00 ~ 13:30 : Lunch & Move to Hotel

13:30 ~ 18:00 : Samsung Innovation Strategy (Ⅲ)

5. Introduction to Samsung Customer Satisfaction

Training Program

- Image Making

- CS Behavior Training & CS Skill

- CS Contents

18:00 ~ 20:00 : Dinner & Networking Time

Day 4 09:00 ~ 12:00 : Samsung’s Quality Control

12:00 ~ 12:30 : Graduation Ceremony

How Samsung Attained Global Leading Company

Time Program

Day 1st Arrive at Incheon Airport

Incheon Airport → Hotel

13:00

14:00

18:00

20:00

Arrangement & Rest

Opening Ceremony & Introduction of Training Program

Samsung Innovation Strategy ( I )

1. “Why Does Samsung Change?”

2. “How Should Samsung Change?”

Dinner & Networking

Day 2nd

09:00

12:00

14:00

18:00

19:00

Samsung Innovation Strategy ( II )

3. “What Should Samsung Do?”

4. “What Does Samsung want to Be?

Lunch & Move to Suwon City

Visit at Samsung Electronics Plants

Task 1) Audio Visual Presentation

2) Exhibition Hall

3) Observing the products

Move to Hotel & Free Time

Day 3rd

09:00

12:00

13:00

16:00

18:00

20:00

Samsung Innovation Strategy ( III )

5. Introduction Samsung Customer Satisfaction Training Program

1) Image making

2) CS behavior skill training

3) CS contents

Lunch

Move to Sang-Am Digital Pavillion

1) Digital Pavilion Tour

2) Life-IT Experience

3) Q & A

Sight Seeing Tour

1) Tongil Observatory

2) Imjingak

Dinner & Move to Hotel

Day 4th

09:00

12:00

14:00

Samsung Innovation Developing Direction

6. Beyond Innovation : “How to Mach Management”

Graduation Ceremony

Departure

How Samsung Attained Global Leading Company

“How Samsung Attained Global Leading Company” Training Fee

Item Details Amount Reference

교육 관련

강사료 @13H X 1,000,000 = 13,000,000 (5H + 3H + 5H)

13,000,000

교재 및 교보재 @50,000 X 20명 = 1,000,000 @50,000 X 20명 = 1,000,000

2,000,000

식음료 식사비

@55,000 X 2회 X 20명 = 2,200,000 @15,000 X 5회 X 20명 = 1,500,000 4,000,000

간식비 @5,000 X 20명 X 3일 = 300,000

진행관련

교통비 @500,000 X 3일 = 1,500,000

6,600,000

대형버스

통역비 @800,000 X 3일 = 2,400,000 순차통역

진행요원 인건비 @500,000 X 1명 X 3일 = 1,500,000 @300,000 X 1명 X 4일 = 1,200,000

기획수수료 Margin (20%) 총비용 X 약 20% = 5,000,000 5,000,000

총 계 30,600,000

How Samsung Attained Global Leading Company

숙박비 호텔비용 @88,000 X 3일 = 264,000 264,000 개인부담

※ 1인당 비용 : 휴먼센터 관련(30,600,000 ÷ 20명 = @1,530,000) + 구로호텔 관련(@264,000) = @1,794,000 * 기타 진행 도중 발생되는 여비는 진행상황에 맞추어 진행 예정임 * 위 게시된 비용은 시장상황 및 현장상황에 맞추어 변동 될 수 있음

CS Management Introductive

Program for Executive

CS Management Introductive

Program for Executive

• Target: Executives who are in charge of CS

• Goal: To lay out CS framework and set CS

frame of mind

• Type: Short program in Korea with both

educational sessions and company visits

Content includes;

• CS management philosophy

• CS standard

• CS personnel management

• CS performance evaluation

• Etc.

CS Management Introductive

Program for Executive

CS Management Introductive Program for Executive

Time Program

Day 1st Arrive at Incheon Airport

Incheon Airport → Human Center

13:00

14:00

18:00 20:00

Arrangement & Rest

Opening Ceremony & Introduction of Training Center

Change of Environment and Conversion of CS paradigm

Dinner & Networking

Day 2nd

09:00

12:00

14:00

18:00

19:00

Guidance of CS management Tools

1) MOT

2) VOC

3) CSI. SQM

4) Manual & Training

Lunch & Move to Yongin City

Visit at Samsung Everland

1) Service Hardware

2) Service Software

3) Service Humanware

Move to Hotel & Free Time

Day 3rd

09:00

12:00

13:00

16:00

18:00

20:00

*CS management 7steps

Lunch & Move to Seoul City

Visit at Shinsegae Department

1) CS Infra

2) CS Behavior Skill

Sightseeing Tour

1) Namdaemun - Market

2) Myeongdong - Town

Dinner & Move to Hotel

Day 4th

09:00

12:00

14:00

Self Inspection

- Image Check

Graduation Ceremony

Departure

CS Management Introductive Program for ExecutiveTraining Fee

Item Details Amount Reference

교육 관련

강사료 @13H X 1,000,000 = 13,000,000

(5H + 3H + 5H) 13,000,000

교재 및 교보재 @50,000 X 20명 = 1,000,000

@50,000 X 20명 = 1,000,000 2,000,000

식음료 식사비

@55,000 X 2회 X 20명 = 2,200,000

@15,000 X 6회 X 20명 = 1,800,000 4,300,000

간식비 @5,000 X 20명 X 3일 = 300,000

진행관련

교통비 @500,000 X 3일 = 1,500,000

6,600,000

대형버스

통역비 @800,000 X 3일 = 2,400,000 순차통역

진행요원 인건비 @500,000 X 1명 X 3일 = 1,500,000

@300,000 X 1명 X 4일 = 1,200,000

숙 박 숙박비 @55,000 X 20명 X 1일 = 1,100,000 1,100,000

기획수수료 Margin (20%) 총비용 X 20% = 5,000,000 5,000,000

총 계 32,000,000

숙박비 호텔비용 @88,000 X 2일 = 176,000 176,000 개인부담

※ 1인당 비용 = 휴먼센터 관련(32,000,000 ÷ 20명 = @1,600,000) + 구로호텔 관련(@176,000) = @1,776,000 * 기타 진행 도중 발생되는 여비는 진행상황에 맞추어 진행 예정임 * 위 게시된 비용은 시장상황 및 현장상황에 맞추어 변동 될 수 있음

CS Management Introductive Program for Executive

CS In-house Training

CS In-house Training

• Target: Trainers or employees in-house training

• Goal: To be educated and prepared for

conducting in-house CS training

• Type: CS training content + learning program in

Korea with both educational sessions and

company visits

Curriculum Overview

Employee Course

Title

CS Basic CS Intensify

CS

Service Mind

Understanding and Utilization of

MOT

Middle managers

CS Improve

Customer

Satisfaction

Management

Managers

CS Expert

CS

Current state & Trend

Specialist

CS Specialization

Techniques for Successful

morning assembly

Workshop

For improvement

in CS

Hour

Image Making

Biz etiquette

Service Communication

Tele-

communication

Etiquette

Customer

reception

simulation

16H

Customer-facing

Skills

(by process)

Customer-facing

Skills

(by type)

Basic principles

for handling

complaints

Stress Management

16H

Handling complaints _expert

(by type/process)

Skills for

Coaching Service

Design CS work

Manual

Creating

Positive Energy

-

16H

Essentiality of CS leadership

Tool for

Practicing

CS leadership

Importance of

figuring out

coaching style

as a leader

Coaching skills

for performance

improvement

-

16H

CS

Organizational

Culture

UCC

Production

Techniques

Solution for

CS problem

Clinic for

On-the-spot CS

16H

9

Constantly

Changing CS

Trend

Content

Facilities

1. Headquarter : 29, Digital-ro 32-gil, Guro-gu, Seoul, Korea

(Education Hall, Specialized in CS education hall, VR(Augmented Reality) Education Hall, Voice training room

Image-making Education Hall, Chromakey-shooting Hall, Telephone-survey room)

2. Training facility : Samsung Life Insurance Co. Human Center, Bojeong-dong, Giheung-gu, Yongin-si, Gyeonggi-do, Korea

(Accommodation capacity : 600 people /day, Training capacity: 1500 people /day)

Company History

1994. Professional Education Center from Customer Satisfaction Department in Samsung Group

1998. Opening Samsung CS Academy, an independent corporation

2000. Create department of Research & Consulting

2002. Services Training of Volunteers When the 2002 Worlds Cup

Opening Professional Education of Telemarketing and Call center

2003. Installing a department of Advanced Training Program

Human resource development project with China

Overseas Business- CS training for clerical staff at Beijing Olympic Committee

2006. Installation Department of e-learning(on-line), Opening Image Lab

2014. 1st place at Award of KOREA Customer Satisfaction for brand/ enterprise

A Grade from Award of evaluation of education and training institution held under

Ministry of Employment and Labor

LOTTE Department Store, Shinsegae, LOTTE Duty Free,

Incheon International Airport Duty Free Shop, duty Free Korea, Louis Vuitton Korea,

Bottega Veneta etc.

LG Uplus, SK Telecom, CJ Engineering & Construction, Shinsegae E&C,

The Shilla, Walkerhill, LOTTE Hotel Busan, Renault Samsung Motors,

Hyundai Motor Company etc.

Samsung Securities, Hyundai Securities, Kyobo Securities, Daewoo Securities,

SK Securities, Samsung Life Insurance, Samsung Card etc.

Ministry of Public Administration and Security, Ministry of Employment and Labor,

National Tax Service, Seoul Metropolitan Government, financial Supervisory Service,

Korea Broadcast Advertising Corporation, Supreme Court of Korea,

Incheon International Airport etc.

Seoul National University , Korea University, Sungkyunkwan University,

KAIST, Ewha Womans University etc.

Our Clients

Our Clients