고객가치 창조와 기업의 사회적 책임 이행: 에넥스의 고객중심 경영

• Published in: 品質經營學會誌 Vol. 46; no. 3; pp. 695 - 706
• Main Authors: 노용휘, Yonghwi Noh, 최정일, Jeongil Choi
• Format: Journal Article
• Language: Korean
• Published: 한국품질경영학회 30.09.2018
• Subjects: Core Competence; Corporate Social Responsibility; Customer Value; Customer-Oriented Management; Kitchen Furniture; 학제간연구; Kitchen Furniture; Customer-Oriented Management; Corporate Social Responsibility; Core Competence; Customer Value
• ISSN: 1229-1889; 2287-9005
• DOI: 10.7469/JKSQM.2018.46.3.695

Purpose: This study investigates success factors of ENEX which is a leading company in the kitchen furniture industry in South Korea, based on the perspective of customer satisfaction and corporate social responsibility. ENEX has grown to a successful mid-sized firm with competitive technology as a result of pursuing customer- oriented management since its establishment in 1971. Methods: Recognizing the importance of customer satisfaction, this study analyzed several cases of customer- oriented management of ENEX and interpreted their findings. Results: The successful embedment of customer satisfaction DNA in the whole organization is a major success factor of ENEX. It has been applying 7 WISE policy to all business processes from the product development to after-service to create customer value. Also, top management has fully exercised leadership to make customer-oriented organization, leading to ENEX being a competitive firm to provide products and services which can impress customers. Conclusions: ENEX has conducted various social activities based on corporate social responsibility. This study would also provide meaningful insights to understand the importance of customer-oriented management.