EDS Korea (www.edsk.co.kr) has been realizing the best customer satisfaction by pushing for a business which creates corporate value under the business philosophy of The Best Business Partner for YOU. Since its establishment in 1998, the company has been carrying out a series of IT projects from mid- to long-term informatization planning to system planning and development to operation and solution development.
When the company was founded in 1988, it had only ten employees. But at the moment, the number is 200. Sales reached more than 15 billion won as of 2010. In 2007, the company received a commendation from the Prime Minister in recognition of its contribution to building an electronic government. In 2009, the legislation minister gave the company a citation to praise its system development. A big Internet shopping mall company gave an appreciation plaque to EDS Korea after its site held the first place in the NCSI standings. This year, EDS Korea took home the prize in the system development sector from the Ministry of Culture, Sports and Tourism.
Internally, the company won the first GS certificate in the APM business. Thanks to the acquisition of the second grade in the SP certification, Qualities of EDS Korea's solutions have been evaluated as excellent while the company's management solutions have gained trust from customers. EDS Korea has grown 30-plus% every year as a result of making efforts to take the lead in the IT industry on the foundation of its excellent human resources despite a tough business environment for software companies in Korea.
EDS Korea will not rest on its laurels. With the goal of growing into a software company which represents Korea, the company is planning to steadily invest in and support the research and development sector while bolstering differentiation of its solutions and services.
"First of all, we have concentrated on niche markets," said Kim Hyeong-won, president of EDS Korea. "Our company has been making ceaseless efforts to be the best company in the web business sector while considering itself a web-based IT service specialist since its establishment. As a consequence, we have secured strong technological power in the WAS-based application development and consulting sector. We made a foray into the web application performance management market by searching for a niche market where we could use our basic capabilities. We made a foray into the web application performance management market by searching for a niche market where we could use our basic capabilities."
"Second, we work with a customer-oriented mind. If a poor product is launched in early days of a market, the company will fail to create market," Kim continued. "Even if the company differentiates its products successfully, customers will avoid buying it if the product is not practical. Of late, pubic organizations, state-owned companies and even big private companies choose Korean solutions over foreign ones which are less applicable than Korean ones. These corporate customers express their satisfaction about Korean solutions."
The third point was change in people's awareness of Korean software. "Korean solutions are now as good as foreign ones in terms of performances and qualities," Kim continued. "Of late, pubic organizations, state-owned companies and even big private companies choose Korean solutions over foreign ones which are less applicable than Korean ones. In this context, the development of Korean software requires not only efforts and responsibilities of IT developers but also the government's support and change in consumers'awareness of the value of software."
Up to now, many companies have spent a lot of money and make diversified efforts to cut down on customers' dissatisfaction and complaints due to poor IT service. During the process, IT performance management has evolved into management to enhance performances and qualities of applications from IT resources management around systems and networks. Nonetheless, it is not easy to find out the cause when IT service becomes slow or stops. Performances which end-users feel are fast responses and errorless screens. Ultimately the success of e-business depends on performances and satisfaction which users feel. Therefore, e-business should be planned on the foundation of this. PineX was designed to manage IT performances in terms of end-users' business, going beyond existing system-oriented IT management systems.
PineX defines items measured in terms of users' viewpoints and business service except for those measured to manage existing IT performance management and draws effective measuring and evaluating methods. Users of PineX can enhance customer satisfaction and their business competitiveness by measuring performances and qualities which users feel and managing business service availability around what end-users really feel through PineX. Of late, interest in BSM is on the increase as most of corporate business is realized on the base of the internet.EDS Korea came up with BSM, an upgrade of APM solutions. This is a monitoring solution developed out of an idea that even though an application has a strong performance, end-users feel the performance not so strong.
PineX has four major functions -- real time monitoring, performance analysis and information, statistical information and failure management. The basic development direction of PineX is to provide organized information of performance with value and knowledge of patterns of valuable information from accumulated information. We will suggest base lines and trends by offering a variety of meaningful information on statistical trends and comparing it with normal performances and resources utilization.
"In terms of SLA, we will suggest customer reporting methods including reporting and monitoring procedures as well as standards on service goals and items," Kim said. "Accordingly, we can make work processes efficient through SLA management. In addition, we will realize a web-based interactive dynamic report by applying user-definable monitoring interfaces."
For example, "A" Company is using a monitoring for each solution such as APM, NMS, SMS and EMS. The company is responsible for managing computer systems of financial institutions. Even though "A" Company was introducing and running point monitoring solutions, users experienced service delays or error screens. Therefore, the company introduced the BSM (Business Service Management) solution, an IT service performance monitoring solutions in terms of users' viewpoints. The BSM solution used by "A" company finds out where a cause of a performance delay happens. Thanks to the BSM solution, "A" Company is successfully managing its business.
