SELECTED WORK
The problem, my role, and the execution
Consulting and education delivered across finance, manufacturing, retail and services, and public institutions.
SELECTED EXPERIENCE
Featured projects
Customer Management
Hyundai Department Store CRM
From customer satisfaction surveys to CRM consulting and follow-on projects.
Project manager for CRM consulting; won the customer satisfaction survey and led delivery of the CRM project.
Read more ↗Public Innovation
Smart Tourism City Manual
Consulting on the Korea Tourism Organization’s manual for building smart tourism cities.
Delivered the consulting engagement that produced the smart tourism city development manual.
Read more ↗TRACK RECORD
Major consulting by industry
Finance
- KB Kookmin Bank: branch redesign, site selection and marketing strategy for small specialized branches
- KB Kookmin Bank: consulting on an automated utility-bill payment system
- Hana Bank: led a customer satisfaction management innovation project; consulting for the Private Banking division
- Shinhan Bank: customer satisfaction surveys, marketing strategy and change management consulting
- Tong Yang Fire & Marine and Dongbu Fire & Marine Insurance: change management and strategy consulting
- Hitachi (Japan): IT infrastructure survey of Korean financial institutions (two projects)
Manufacturing · Energy
- LG Chem: customer satisfaction management innovation, change management and Change Agent development, quality innovation and Six Sigma at the Cheongju plant
- SK Chemicals: upgrading the BSC + MBO management system; building a sales and marketing platform (MPDP)
- SK Telecom: development strategy consulting with a Six Sigma approach
- Tongyang Confectionery: Transactional Six Sigma & DFSS consulting
- Pacific Chemical: production structure upgrade project
- Enerwin Korea: renewable wind turbine consulting
Retail · Services
- Hyundai Department Store: PM for CRM consulting (followed by two years of follow-on projects)
- Everland: service system design and evaluation consulting (1995–2013)
- Lotte World: service system design and evaluation consulting
- Woongjin Group: introducing Amoeba Management; service evaluation system for Woongjin Playdoci
- Compaq Korea: new distribution channel and franchise marketing strategy
- OGK Eyewear Korea: new product launch and branding
Public Sector
- Korea Tourism Organization: Smart Tourism City development manual
- Korean Standards Association: International standardization support program (Match-up), five years
- Korea Sports Promotion Foundation: mid- to long-term customer satisfaction management strategy
- Korea Expressway Corporation: mid- to long-term customer-centric management strategy
- Gangwon and Gyeongbuk Centers for Creative Economy & Innovation: culture diagnosis and mid- to long-term strategy
- National IT Industry Promotion Agency (NIPA): customer satisfaction management consulting
EDUCATION
Organizations where I have taught
Samsung Electronics, Samsung SDS, Samsung C&T, LG Electronics, SK Telecom, SK Networks, KT, Hyundai Motor Company, Kia, POSCO, Hyundai Steel, CJ, Lotte Hotel, Shinsegae Department Store, KB Kookmin, Woori, Hana, Shinhan and SC First Bank, Samsung Fire & Marine Insurance, Kyobo Life, Hanwha Life, Korea Financial Telecommunications & Clearings Institute, NongHyup, Suhyup, FKI International Management Institute, Korea International Trade Association, KEPCO, K-water, Korea Gas Safety Corporation, Ministry of Land, Infrastructure and Transport, Gangwon Province, the Central Fire Service Academy and more than 100 organizations in total.
See lecture topics