Hello
In the 2025 SERVEONE MRO Process course
I am in charge of customer registration, customer management, and new contracts
My name is Dongkyu Park
First, new contract related
customer registration and customer management processes are
in fact, except for the new contracts team,
not many teams use it
so I believe a lot of it may be new to you
I will try my best to explain
I hope you can refer to it
during work in the future
First, I would like to introduce myself
I am currently working in the distribution business team
and my name is Dongkyu Park
As you can see in the images on the left
different YouTube videos or S Portal
have my face on broadcast
for SERVEONE
I started working for this company in 2017
as a member of the capital city sales team 4 where there are sales agents
then I moved to pharmaceutical bio team,
then R&D Contract Tech team
and now, in 2025, I am a member of the distribution business team
in charge of the distribution industry in general
As you can see, I have been in charge of
various fields of sales
including general sales and contract sales
so I have a lot of experience
in the field of customer registration and management, which I will explain from now on
so I believe those experience will help me give you a better explanation
Then, I\'ll start with customer registration
This is the table of contents
Starting with the customer registration overview,
I will explain about
understanding the new contract process
and understanding the set-up process for new customer companies
First is the customer registration overview
What I intend to explain today
can be largely divided into two parts
understanding the new contract process
and understanding the set-up process for new customer companies
I get the feeling that
you may not know the difference between the two
In fact, the contract task itself
takes a very long time
If it's short, it may take a few months, and if longer, several years
And it's not difficult to find cases where it takes almost a decade
Starting from the initial cold call or the initial meeting
the contract agent continuously
makes proposals and tries to negotiate
and that continues, forming the overall process of contracting
and it involves so many variables and a lot of time
Thus, this part is actually
a bit difficult to explain through lectures like this
What I intend to explain today is
from the initial review of a new contract
to how we register
that customer company to our SERVEONE system
First, I will start with the understanding of the new contract process
I will focus on
what process the contract review goes through
which checkpoints there are
and which points are taken into consideration the most
in the review process in our company
then move onto the understanding of the set-up process
where the sales agent and the contract agent together
set up the customer companies stably
will be the scope of my explanation
Then, I will first start with
understanding of the new contract process
The structure you see now
is the general structure
of the new contract review process
I believe a lot of you may be unfamiliar with this structure
As the contract review itself is the responsibility of the contract team
members of other related teams
may not know about this part
First, in the process of contracting, sealed bidding, private contracting,
simple expansion of subsidiary firms
and many other different cases of contracts exist
Thus, the contract review itself is
conducted right after or right before
the final closing of a deal
It is because the final, internal
process of confirming a contract being signed
is this contract review process
In this overall process,
an initial estimate is made
for the estimate work
based on the amount secured by the contract team in advance, PT,
and the list of goods to be dealt with
The sales revenue and the GP rate
calculated by us will be finalized
and then, we internally
calculate the direct expenses including labor costs and distribution costs
The proportion of labor costs and distribution costs is quite large
to provide the customer company with an estimate based simply on sales and expenses
or to make a decision from our side on whether to seal the deal
we basically review it based on overall profitability
and contributing profit
In the current contributing profit review process
the management control team will make a request
How can we calculate the labor costs and distribution costs
with a company we have never worked with?
We do it through comparison with similar industries
and the management control team will send over
the estimated labor costs and distribution costs
Based on that amount,
a consultation with the customer company on unit costs and pricing would have been made
and with the added number
the contract team writes a contract report
This contract report contains
the numbers mentioned above
and other checklists
and other agreements made with related teams
The review by related teams
is based on the checklist, which is a prerequisite for a deal
You can see the checklist on the upper right corner
Who will be in charge of the contract review
differs according to
whether the criteria are met
or not
on collection conditions and credit rating,
parts on compliance,
and PT and contributing benefits
In the lower left corner you can see the classification
on who is in charge of contract review
New customers with PT lower than three billion
will go through a contract review with the director as the chair
and in cases of more than 3 billion PT with loss in contributing benefits
or the failure to fulfill the criteria on the checklist
the contract review will be conducted with the CEO as the chair
Now, I will explain about
the details on the contract review report
On the top of the report, the general information
of the customer companies scheduled to make deals with will be provided
This includes information such as
the corporate registration number, sales, and net revenue
information that can normally be obtained from RM1 or the customer company's business license
Below that are parts written by the contract team
through specific and careful review
First, TAM and SAS
TAM is the total purchase amount
by the customer company
In other words, it is the total purchase amount
that they can use on deals with us
SAS is
the whole potential
among the TAM under our judgment
that is considered to be a chance for sales
or something that we can expand on
On the right of that is the related potential
which is the amount of money the two companies have agreed to make a deal on
And the realized profit of that year
is the sales
that can be done in that year
depending on the timing of the expansion
For necessary loans,
the loans are written according to the equation for calculating the loans
and following the conditions for contract money
you can fill in the table following the equation written below
Also, in the process of signing a contract,
there would be estimates provided from our end
such as estimates, bids, and private contracts
Information on such estimates
will be written in the tab in the middle
From the yearly PT, the number of products, and the total sales profit rate
to the customer company's purchase sum from the previous year, and if the previous unit price was known,
the reduction offer rate provided from our end
are all written down
Below that
is the profitability of the direct expenses
that had been reviewed through management control
This cell is filled
depending on the detailed changes in sales amounts or bid rates
from the initial phase of the deal to six months, and a year after the deal was signed
and on the fluctuating structure of the direct expenses
Below that are additional, detailed
grounds for such profitability
and ways to improve
By filling in the bottom left corner with the background of the contract, any issues,
and requests for backup,
the report format for the contract team is over
Now, by gathering
the contract related teams' opinions including
headquarters analysis team, management and distribution planning,
estimate management/purchase planning, business planning/management, etc.
submitting the request
the approval process of the contract review report begins
First, the headquarters analysis team on the upper right corner
will give feedback on how the profitability will be handled
for the customer company in question
and then, the other related teams' opinions will be gathered
for approval
There may be various points that cannot be confirmed
with merely the information in the contract review report
so the contract team attaches a lot of materials
Such attached materials actually
differ according to the customer company
I\'ll show you which materials are usually attached
First, general information on the workplace,
the delivery address and any unusual points will be sent to the planning and management team
Plus, in order to calculate how much resource will be used from the management team
or to calculate extra costs
specific details on which works will be done
will be attached
Moreover, as distribution service management data,
whether extra services
or extra costs will be needed
in the course of stocking or delivery
will be reviewed thoroughly and be attached together
Furthermore, in the process of calculating the initial distribution costs,
CST distribution cost simulation will be conducted beforehand
The data shown on the screen right now
is the data you will receive in advance
through the CST distribution cost simulation
This data is taken into account in the process of
reviewing the initial direct expenses through the management team
and in the consultation process that follows,
whenever the distribution costs change,
additional simulations will be done
and the results will be attached together
The contract review report will be submitted with the materials just mentioned
and what is done in the contract review committee
is as follows
The contract review committee will be held
which will be held according to the PT and various checklists
with either the director or the CEO as the committee head
and the other attendees, differing depending on when the committee is held, etc.,
and normally, as you can see on the right,
PT and profitability
conditions for collection, credit rating, compliance,
whether there are legally poisonous clauses for us
or whether the customer company has made excessive requests
are all taken into consideration
to make a final decision on the contract
We will finish the understanding of new customer company's contract process here
Now, I will explain about
the understanding of new customer company's set-up process
New customer company's set-up process
follows the structure shown on the screen
First is grasping the information on the customer company
in other words, prior preparation
This stage is more important
than any of the other stages that follows
We have to form our mall
by clearly figuring out what the customer company wants
and how they used to purchase in the past
so how the customer company has been making purchases
and how they would like to form the server works
need to be specifically discussed before proceeding
Generally, what we check
to figure out the customer company's original purchasing ways
and how to realize the mall
are the same as these major items
Our SERVEONE Mall
can be realized in different ways
to suit different customer companies\' needs
so in the actual requesting part,
whether it's individual requests on site or a request by the purchase team
whether there would be an approval process
or whether there won\'t be an approval process
and in relation to orders and delivery,
the delivery term and how it's done, how it's stocked and calculated,
and whether more time would be needed system-wise,
pre-stocking and urgent requests, etc.
how the customer company has been working in the past
and how they will do business with us
all affect us and need to be set
and reflecting such details on our system
to structure our mall
would be the new customer company set-up
Usually, in the process of setting up new customer companies,
as the example I showed you,
we do it through establishing WBS
As I mentioned earlier
we have to check so many different variables
and in a lot of cases, the customer company cannot give straight answers
but have to go through internal checking processes
so forming a WBS like this
and checking everything
is the majority of cases
In this process, if there are drawbacks or fallacies in the mall structure
due to miscommunication or omission
what we always say is
that the preparing should be very detailed
and clear from the initial phase
This is why we operate
by forming a WBS
When we are done checking the various points mentioned,
we start to actually structure the system mall
There are a lot of system registration steps in the system Mall formation
from workplace registration
to Mall registration and management unit registration, etc.
this will be explained in more detail
in the customer management tab
After a consensus has been made on Mall establishment
and in the process of registration
there are some customer companies that connect the systems
This system connection
is done when the customer company
wants to keep their purchase system
EPR or the portal
and connect with our SERVEONE Mall
to work with different information
on orders and new products, etc.
First, in the connection discussion stage
we first discuss
whether the system used by the customer company
will be connected
or whether they will just use the SERVEONE Mall
and we usually
propose the use of our SERVEONE Mall only
but most of the client companies
especially big enterprises
request connection in a lot of cases
taking into account the internal DB management and other managements
The system connection process is as follows
Actually, it is important
that the sales agent understand
the exact connection process
because the discussion on the range of connection
is conducted with the sales agent as the principal agent
Before the meeting between the IT agents from both companies
the sales agent discusses with the client company in advance
to determine which process the connection will follow
and which interfaces will be connected
and the result of the discussion becomes the standards for connection
Thus, the role of the sales agent
is quite important
I will briefly show you
the map of the system connection development process
It seems complicated but if you try it a few times
I believe you will become familiar with it
First, defining what is to be developed
is conducted through discussions on the scope of connection in the sales part
as I mentioned earlier
Here, there are the B2Bi method, the API method,
and a method where the two are combined
So it can largely be divided
into three methods
For the B2Bi method
it can simply be understood as connection
made by the IT agents from the two companies
On the other hand, the API method is
based on the programming
that was established beforehand by SERVEONE
and the IT agent of the client company
is attaching their system to ours
The difference would be the expenses
For the B2Bi method, the IT agents from the client company and our own
work together
so there would be expenses for both companies
whereas for the API method,
SERVEONE already has
predeveloped programs
in specific interface parts
so the only expenses would be on the client company when they attach their system to ours
and it doesn\'t cost anything to SERVEONE
A lot of development interfaces are made
in the course of development, such as order, new product, stock
and there are a lot of cases where the two are combined
in which case an estimate from PI is provided
based on the definition of the general development contents
With this estimate
it will be determined whether it would go through investment review
or expenses review
and as you can see,
depending on whether it goes to investment or expenses
the process will differ
This is the end of my explanation for connection
Now, after Mall formation
and connection is over
a briefing session usually follows
The briefing session may or may not be held
depending on the volume of the client company
or the way the client company uses SERVEONE
For instance, in the case of a university client firm
the orderers change so rapidly
so it is usually done
every 6 months or a year
The briefing session is conducted by
either the sales agent or the contract agent
depending on the situation
This new client company set-up doesn\'t end here
but through different monitoring methods afterwards
such as VOC monitoring, regular reports or meetings,
checking the customer satisfaction rate,
or even including the leftover SoW expansion work, which wasn't carried out
Those are all included in the set-up process
We will finish the new client company set-up here
and now, I will continue the lecture
on customer management
This is the table of contents
First,
I will explain about the outline of customer management
In this lecture, I will explain about
understanding customer formation
and in the customer management process
starting with the workplace registration that I mentioned earlier
I will explain the process
of registering new customers to our system
Then, finally, in detail,
I will explain which tab in our SERVEONE S-MRO
is used to register workplaces on our system
and register them as members
I will first explain about
the understanding of customer formation
This is the customer formation that we structured,
or, in other words, hierarchy
It starts with groups/corporate bodies
This is the standard value
that is being managed as the main agent of business management
through figuring out current sales or analyzing management accounts
Next is the terms we woud be most familiar with
workplace and operating units
In the case of workplace,
you can simply think of it as workplaces that we register
with the corporate registration number as the standard
and we usually operate the workplaces
to set the standards for selling prices
The operating units below
are units for internal standards
that we set for our convenience
A single workplace may divide its operating units
based on the factory structure of different sites
or depending on the products being purchased by the client company
such as promotional items, factory goods, and subsidiary materials,
the operating unit may be divided
depending on the classification of different materials
Such operating units are
our internal standards
and inside that are
customer department units or member units
that are more specific
In the case of Mall, unlike the Hierarchy,
it has a separate structure
and it generally depends on whether the product has been exposed
or displayed
In sum,
the workplaces depend on expenses
and the Mall depends on whether the product has been displayed or not
Next, I will explain about
understanding the client management process
After the contract review is finished,
workplace registration will follow
First, legal review of the contract will start
after we have been notified on whether this contract is realizable
through business management
Following the legal review
the workplace will be registered
and before that, a team will be assigned to be in charge of the workplace
and it would have been assigned as a headquarter
or to take responsibility
Within that, which agent will be in charge of the workplace?
A sales agent and a management agent will be assigned
and the workplace information will be registered based on such information
I will show you this process of workplace information registration
in more detail through how it shows on the system
First, you insert the corporate registration number
for the workplace you are registering
and check
whether it has been registered in the past
Sometimes it may have been registered in the past
There are instances where
we used to work with them in the past and the contract ended
or SSP, etc.
or a workplace that has been registered in a different way
In that case, depending on the situation,
the process will follow the guidance of the business management team
but generally you register a new workplace
on a screen that I\'m showing you right now
You have to check whether it\'s a foreign workplace
or whether it's a new business platform
so that it would be a workplace of a different form of client
and normally you proceed
by registering a new workplace
When you move onto this workplace registration tab
the screen will be like this
and you have to insert the most important, mandatory information
the ones with asterisks
to move on to the next step
This is where you can insert all the information
that you can learn in the process of contracting
such as the name, corporate registration number, and the corporate body number
What may confuse you
is the group, corporate body part
In the case of a group corporate body
such as LG or Hyundai Motors
a lot of large groups
or corporate bodies will be registered
In the case of group, corporate body
the sales agent cannot make any amendments
Thus, the groups or corporate bodies
that are working with us for the first time
can register the workplace
after a beforehand registration
by the business management
After that, we will set
whether it is an external client
whether it\'s LG or a broader scope of LG
whether it is purely external
and below that we will write down
the sales agent and the management agent
The preexisting RM1 including the credit rating
as I mentioned earlier
and the information that can be found on the client company's business license
such as type of business, will be filled out as a mandatory criteria
and below that, one inserts the conditions for collection that have been agreed upon
and the methods of approval
and you can move to the next step
These are basic things
but you have to set the address data and the shipping address
or the control authority
to be able to submit it for approval
In the case of control authority
one can set various functions
from group approval to group order and corporate body approval
and among that, probably the most
frequently used parts would be
settings on prestocks or whether or not one should allow the orders in place
One thing to note is that this part
requires a special agreement
or a special clause about prestocks in the contract
to be usable
Below, one will insert a copy of the business license and the signed contract
and a logo in the customer front
for the customers to see
and when one presses save,
it moves onto the approval stage
Finally,
before the approval step of workplace registration
there would be a pop-up
asking you whether you will register the two workplaces as one
or separately
you can check it and then it will proceed to report
Actually, after proceeding to this step
another tab asking you to fill in
the report will show up
so you can write additional information there
and then proceed to the report
When the approval stage is over
the workplace will be registered
However, in the process or workplace registration
even if the approval stage is over
it doesn't mean that the workplace will be registered no matter what
If you look at the bottom of the page
there are additional parts
that need to be done
by the business management and project management sectors
After the approval is finished
the project management team will review the contract
followed by the business management team registering the workplace information
then finally
setting the loan limits
completes the workplace registration
and you have to separately request for the signature on the contract
through a legal portal,
finish the approval of the signature and attach it
to finish the procedure completely
As I mentioned earlier
there are parts that can be edited by the sales team
and parts that cannot be edited by the sales team
such as the group, corporate body settings
and LG differentiation settings
So keep that in mind
so that it can be of help in the future
if you need it
Moreover, I also filled in the characteristics
of workplace control authorities
so you could refer to it if needed as well
Next is the operating unit registration
which must be done when the workplace registration is complete
The operating unit registration
has a shorter approval path compared to the workplace
and is more simpler
After workplace registration
there would be an immediate request for operating unit registration
As you can see,
whether it's MRO Mall or subsidiary materials Mall
or which Mall will be used
various sections need to be filled in
to proceed with registration
One thing you have to be careful here
is the operating unit control authority
which is part of the operating unit registration
Actually, the operating unit control authority
contains practically every functions
that the SERVEONE Mall has
The structure of requesting a new product,
setting the approval path,
controlling the registration of chemical materials
setting the corporate body master
From parts related to such new products
to request, collection, and check issue control
various parts are included here
Moreover, whether group shipping will be used in delivery,
whether post will be or will not be used,
in the stock process,
will automatic stock or half automatic stock be used,
and whether the chemical materials will be approved
Every function
that can be realized in SERVEONE Mall is included
so this setting will be dealt with
after careful review with the client
Also, as a final step after setting control authority,
address, method of issuing financial checks,
and date of collection will be checked
and then it will proceed to registration
You can finish
the approval and wrap up the operating unit registration
with a much shorter approval path
compared to the workplace registration
After the information on operating unit is all entered
and system registration is complete,
the Mall formation is finished
when you register the departments and members
As I mentioned earlier
I wrote detailed explanations
on various functions of operating unit control authority
so you could refer to it in the process
Now, with the operating unit control authority
as the last step
a request for approval on operating unit registration will be filed
and if it\'s approved without any problems
now is the time to move on to
department and member registration
As I mentioned earlier
operating unit control authority has
a lot of very important points
so if you have questions or need anything
apart from the main elements shown
while doing your job
I would recommend you take a close look at this table
When the registration process is complete
you will move onto department management
Department registration
can be done directly by the client company
or our sales team or our management team
can register it if the client company requests
It depends on the situation
but usually during the initial contract set-up
the registration is made collectively
so our company tends to proceed with it
and the client company also takes the matter in their hands
and proceeds with a lot of management as well
The department management
follows this process
and you can register members
under registered departments
For the members,
the client company could directly make the registrations
or request us and our sales team
or management team could register them
If the client company directly makes registrations
the process is complete
with the corporate body master\'s approval
who is registered as the client company's sign up approver
and if the client company requests our company to do other job
we directly register the members
and give them guidelines
Now, I think I explained the general
client registration, client management,
and many new set-up processes
More specific information
can be found in our class materials
so you could refer to it
and see how actual system work is done
or what variables may exist
This is the end of the lecture for today
Thank you for listening
and if you have any questions,
feel free to contact me anytime
It was 2025 MRO Process course
and my name is Dongkyu Park
Thank you