Interviewee: Jeongchung Park, PD, Customer Value Operations Center, Junglim CM Operations Department.
CM is a field that coordinates multiple stakeholders and ensures the smooth progress and completion of construction projects. Consequently, numerous variables arise during the project schedule, requiring systematic on-site management to address them. To efficiently and quickly address on-site situations and client management, Jeonglim CM launched a new organization, the Customer Value Operation Center, in March 2024. PD Park Jeong-chung emphasized the center’s positive functions, the benefits of the PD system, and the importance of communication in CM.
What is the Customer Value Operation Center?
I’m curious about the purpose of establishing the Jeonglim CM Customer Value Operation Center.
In short, it’s about “building a rapid decision-making system suited to customer-centric operations.” This is a customized care system designed to respond swiftly to on-site situations and customer needs in the rapidly changing construction market. Led by the PD (Project Director) of the Customer Value Operation Center, we establish a decision-making system that proactively identifies and identifies risks at each site, while also providing customized management.
What is the specific role of a PD within the Customer Value Operations Center ?
PDs identify and develop solutions for each project site under their jurisdiction, while also considering these issues from the client’s perspective. This role coordinates and mediates the overall project. This role encompasses the entire CM process, from the project contract stage to completion and post-management. The PD system can be considered the headquarters organization that provides the closest support to the field, as all project-specific issues are communicated through the PD. This system benefits not only the client but also the team leader, as they can immediately resolve any pending issues or require action through the PD. The PD’s role is to share the on-site situation with the relevant departments and ensure seamless on-site management.
Differences from other companies
What is the difference between the PM system of other companies and the Jeonglim CM PD system?
The PM systems implemented by other CM firms are limited to the management of individual projects. Junglim CM’s PD system prioritizes understanding client needs and focuses on risk management through communication and collaboration between the field and headquarters, which is what differentiates it. Going forward, customer-centric on-site management will be paramount.
I’m curious about a case in which your PD role was of great help on-site among the projects you’ve worked on so far.
For the ongoing hospital remodeling project, as this is a long-term service contract, we sought to secure our remodeling performance sequentially by dividing the contract into multiple phases. Initially, the client refused this proposal, but as the project manager in charge, I negotiated and communicated with them several times, ultimately resolving the situation by securing a hospital remodeling performance certificate.
The Magok site was a case of great concern for the client. They were concerned about whether the allocation of CM staff would create a gap in on-site management and compromise safety and quality control. After clearly identifying the client’s needs through meetings, we consulted with the site manager and headquarters staff to ensure seamless on-site management within the scope of the contract. This approach helped build trust and ensure customer satisfaction. This series of cases was achieved not by the PD’s sole responsibility, but rather through a systematic communication process between headquarters and the site.
It seems that the Customer Value Operation Center PD requires communication skills above all else due to the nature of the work.
I apply the same expertise I’ve gained in the field to my PD work. When addressing project-specific issues, I prioritize “application of case studies and relevant laws” and “compliance with principles and regulations.” This is one of the fastest ways to foster mutual understanding, both on-site and when communicating with clients. Many clients inquire about similar cases or standards, and the CM team must fundamentally conduct its work based on clear regulations and grounds. Therefore, familiarity with relevant laws and applicable standards and the application of principles are paramount. This facilitates smooth communication with both clients and the field.
Lastly, please give a word of advice to clients who entrust their projects to Jeonglim CM .
Based on Junglim’s mission of “Creating a Healthy Space for a World We Live In Together,” the Customer Value Operation Center strives to provide exceptional CM services based on customer trust. As mentioned earlier, we strive for customer satisfaction and customized management through a customer-centric, practical, and prompt decision-making system. We are confident that we will achieve growth through a system that cultivates these professionals. We believe that not only existing Junglim CM customers but also many new clients will seek us out and join us. We will support you with Junglim CM’s unique system, built on established standards and principles.
Excerpt from the Jeonglim People & Works series,『N.3. Junglim-ness』
Jeongchung Park, PD at the Customer Value Operations Center of the Junglim CM Operations Department. He graduated from Pukyong National University with a degree in Architecture and has 38 years of experience in the construction industry. He joined Junglim Architecture in 2015. Major projects at Junglim CM include the construction of the Hocheon Hall at Seoil University (as a manager), the Yongin Station North District Complex Facility Project (as a resident technical support), and the DH Firsteer I-Park Integrated Supervision Team Leader. Currently, as a PD at the Customer Value Operations Center, he oversees approximately 40 private construction and housing projects..
