Dear Employees,
Based on Dong-A Socio Group's management philosophy of “Jeongdo management”(鼎道經營), Dong-A ST has fulfilled its corporate social responsibility and placed the highest priority on customer satisfaction and trust. Through consumer-centered management (CCM), we reflect customer opinions in all stages of product and service development, production, and supply, thereby continuously building customer trust.
Our group’s CCM has always prioritized enhancing consumer rights and interests. A prime example of this is the transformation of the fatigue recovery supplement Bacchus. Bacchus was initially launched in tablet form, then changed to ampoule form, and now to its current bottle form. The change from ampoule to bottle was made because of concerns about product damage and complaints from consumers who were unfamiliar with ampoule use. Despite the difficult financial situation at the time, our company boldly changed the product form to minimize consumer inconvenience.
In this way, CCM is an important value that we must practice through quality and service that exceed customer expectations, transparent and prompt communication, and proactive measures to protect consumer rights. Currently, Dong-A ST is making great efforts to promote consumer rights through the operation of the CCM Committee by the CEO, CCM competency enhancement programs for employees, and the establishment of an efficient VOC(Voice of Customer) management system. As a pharmaceutical company that respects life, Dong-A ST prioritizes customer health and safety as its core values. To realize this, all employees must listen to customer voices and respond responsibly to even minor inconveniences.
CCM certification signifies our commitment to institutionalizing and consistently fulfilling our promises to customers. The consumer-centered corporate culture we are building together will have a positive impact not only on Dong-A ST but also on society as a whole. We urge all employees to voluntarily practice consumer-centered thinking and actions.
Thank you.
President of Dong-A ST
Dear Employees,
Dong-A ST practices a management philosophy that prioritizes customer satisfaction and fulfills its social responsibilities. Through consumer-centric management (CCM), we reflect customer opinions in all stages of product and service development, production, and supply, thereby continuously building customer trust.
We play an important role in ensuring the health and safety of our customers. To fulfill this role, we must never lose sight of our founding principles and strive to provide our customers with better medicines. Continuous efforts to improve product quality and to meet customer expectations are the path to sustainable growth that we pursue.
We must all work together to create a culture where we think and act from the customer's perspective. We must fulfill our social responsibility through accurate product information provision, swift and transparent resolution of customer complaints, and continuous CCM certification and system improvements.
Dear employees, our goal is not simply to produce products. We must work together to become a company that earns trust by taking responsibility for customer health and enhancing quality of life, while fulfilling its social responsibilities as Dong-A ST.
Thank you.
Chief Consumer Officer (CCO)The new Consumer Centered Management (CCM) certification mark is composed of the letter “M” from the English initials ‘CCM’ in the shape of two people standing side by side, symbolizing the mutual trust between consumers and companies. The Korean words “소비자중심” (consumer-centered) are placed large in the center of the certification mark to convey its nature more intuitively. The orange color symbolizes the emotional aspect of consumer-centered management, where consumers and businesses understand and satisfy each other, while the blue and gray colors symbolize the rational aspect of consumer-centered management, where trust is established and matters are handled swiftly and clearly.
On December 3, 2021, Dong-A ST was honored with the Chairperson’s Award from the Korea Fair Trade Commission on Consumer Day for excellence in Consumer-Centered Management (CCM). The company was recognized for initiatives such as improving packaging designs from a customer-oriented perspective to prevent dispensing errors and enhance patient safety, as well as taking the lead in establishing customer service manuals from the consumer’s standpoint.
동아ST 인증서 (국문)
동아ST 인증서 (영문)
Dong-A ST conducts comprehensive assessments of the effects of pharmaceuticals on the human body through clinical and bioequivalence trials, aiming to eliminate potential risks. We prioritize safety in line with domestic and international guidelines such as GLP, GCP, and ICH.
Dong-A ST sets clear quality control standards for raw material suppliers and standardizes quality checklists into manuals. We conduct regular supplier evaluations to ensure the highest quality of raw materials used in our products.
From raw material supply to production and shipment, we maintain product safety by applying process-specific quality control for each production lot in compliance with GMP standards. Before final shipment, we verify all aspects to ensure safe products are delivered to customers.
In accordance with GVP standards, we detect, assess, interpret, and prevent adverse drug reactions and other safety-related issues during product use. Post-marketing stability tests are also conducted to monitor any time-dependent changes in distributed products.
Following ICH Q9 guidelines, Dong-A ST identifies and evaluates potential risks to manage any threats to customer health. Quality risk management is based on scientific knowledge and is systematically implemented with the ultimate goal of patient protection. Through the application of the QbD system, we establish optimal pharmaceutical development and quality management strategies grounded in scientific evidence and risk management, preventing potential hazards during manufacturing and use, while driving continuous quality improvement.
The Production Division of Dong-A ST conducts voluntary inspections of all GMP-related areas, including good manufacturing practices, quality control, and hygiene management. By establishing procedures for corrective and preventive actions, we enhance our manufacturing and quality control capabilities and ensure the highest quality of our pharmaceutical products.
- Hold quarterly “Zero Claims” meetings to promptly reflect customer needs in our products, continuously enhancing product safety.
- Conduct semiannual product complaint training sessions (online/offline) to share consumer complaints and improvement requests, fostering employee awareness of consumer safety.
Scanning the QR code on the packaging of Virreal Tab. automatically installs a reminder app that alerts patients when it is time to take their medication. This feature helps ensure consistent daily intake. The app, named 삐약삐약, can also be downloaded from Google Play (Android) and the App Store (iOS).
The bottle cap includes a day-of-week indicator to promote medication adherence. Each time the cap is opened, it advances to the next scheduled day, helping patients confirm whether they have taken their dose and thereby enhancing safety.
Previously, the product cap did not display the product name or dosage, causing inconvenience and raising concerns about potential errors during prescription dispensing.
The improved packaging clearly displays both the product name and dosage, fundamentally reducing the possibility of dispensing errors while enhancing convenience.
This packaging improvement was made as part of Dong-A ST’s On-site Customer Service initiative, incorporating suggestions from the Pharmacy Department at the National Cancer Center during an interview. Through efforts like these, Dong-A ST remains committed to ensuring safety from the customer’s perspective.
In one case, a patient was mistakenly provided with a single-unit product, believing it to be a full box containing five Growtropin cartridges.
In response to customer requests for a way to verify whether a product had been opened, we introduced a tamper-evident seal with a cautionary message: “Please check the quantity if the product has been opened.” This special seal leaves a visible trace once the package is opened.The improved packaging allows clear verification of whether the product has been opened, thereby reducing the risk of prescription errors while also improving user convenience.
In accordance with the Act on the Promotion of Saving and Recycling of Resources, we improved the packaging material and structure by adopting PET material, which has an excellent recycling grade.
To enhance user convenience, an embossed mold design was applied to the opening area of blister packaging.
| Category | Before | After |
|---|---|---|
| Picture |
|
|
| Packaging Method | Plastic Bag-(Icepack)-Ice Box |
Full Box-Plastic Bag-(Icepack)-Ice Box |
| Handover Method | Delivered in a Plastic Bag |
Delivered in a Full Box |
