The Small Enterprise and Market Service held the "2026 consumer-centered management (CCM) vision proclamation ceremony" on the 18th.
Consumer-centered management is a system that evaluates whether corporations structure and improve all management activities from the consumer's perspective. Based on Article 20 of the Framework Act on Consumers, the Korea Fair Trade Commission certifies it.
The ceremony was organized to formalize the institution-level commitment to consumer-centered management both inside and outside the organization and to strengthen a companywide sense of responsibility for customer service tasks. Alongside the CCM vision proclamation, there was also a ceremony to present the appointment letter to the chief customer officer (CCO). The chief customer officer is responsible for overseeing CCM operations and execution on behalf of the chief executive.
SEMAS announced a new CCM vision that "provides customer satisfaction services reflecting the people's voices" that day. It will promote the advancement and capacity building of the CCM management system and the strengthening of customer services. This year's key tasks include establishing and spreading a companywide CCM implementation system, operating a standing customer proposal system, improving systems and regulations centered on demanders, and launching systematic CCM training.
In particular, SEMAS plans to go beyond simply handling civil complaints and turn the voice of the customer (VOC) into data to reflect it across management. It aims to proactively identify on-site opinions and grievances and link them to institutional improvements.
With this proclamation ceremony as a starting point, SEMAS set the acquisition of CCM certification from the Korea Fair Trade Commission this year as its first goal. It also prepared a mid- to long-term roadmap to advance the consumer-centered management system in 2027–2028 and to leap to become a "top CCM management corporation" in 2029.
In Tae-yeon, the SEMAS chairman, said, "The very process of obtaining CCM certification is a people-centered service innovation and a path to realizing social value," adding, "We will actively practice management that listens to the customer's voice."