GC Green Cross has introduced “Purchasing ITSM” (hereafter referred to as “Purchasing-ITSM”) as part of its efforts to advance Supplier Relationship Management (SRM).

The goal was to unify internal purchasing request methods across affiliates and establish a transparent management system. Previously, purchasing-related service requests were made through various channels such as email, phone, and internal messengers. This made integration difficult and caused issues such as missing requests or incomplete records, creating challenges in tracking and operations.

Shin Poong-Ho, Head of the Purchasing Unit, explained the reason for adopting Purchasing-ITSM:

“To provide maximum convenience to users requesting purchases in a ‘fast, clear, and visible’ manner, we have been considering a purchasing helpdesk service for several years. After reviewing various solutions, we saw the ITSM system introduced by the IT Unit and determined it was suitable for the system we envisioned.”

(Image: GC Green Cross’ Choi Soon-Woo, Team Leader (far left), and Shin Poong-Ho, Unit Head (second from right), introducing Purchasing-ITSM)

After implementation, processing time, which previously exceeded 60 hours, was reduced by half to approximately 28 hours and 30 minutes. All purchasing requests are now displayed on the dashboard, eliminating cases of omission or delay. The system also allows recording satisfaction levels for each step of the purchasing process, categorized into six types: documentation, defects, sourcing, ordering, delivery, and simple inquiries.

Monthly dashboards now provide clear visibility into purchasing requests, which was previously impossible to quantify. Additionally, the system enables real-time responses to issues as they arise.

Choi Soon-Woo, Team Leader of the Purchasing Support Team, stated:

“Purchasing-ITSM is a user-centric system designed to improve purchasing request processes by incorporating on-site feedback within feasible implementation limits. Although usage may feel unfamiliar at this early stage, we aim to deliver service quality that satisfies field operations.”

Another reason for adopting Purchasing-ITSM was to accumulate and utilize diverse data generated during purchasing requests. The goal is to build a big data pool necessary for AI-based machine learning and data analytics, which are increasingly used across industries.

Choi added:

“Previously, there was no structured system for purchasing request data, making it impossible to accumulate or analyze information. Through Purchasing-ITSM, we plan to leverage refined data for system upgrades, process improvements, and various other applications.”

GC Green Cross continues to pursue operational improvements to provide flexible work environments, strengthen internal communication, ensure system-based visibility, and enhance management. Purchasing-ITSM represents the third phase of GC Green Cross’s 2020 Purchasing Innovation initiative, following the announcement of the Purchasing Regulations and SRM advancement.

Choi emphasized:

“Our goal is to resolve user inconveniences and provide assistance. In line with our slogan ‘Fast, Young, and Strong,’ we will continue improving work environments through solutions like Purchasing-ITSM.”

Purchasing-ITSM, built in collaboration with STEG, is based on an IT Service Management System (ITSM) framework. It integrates purchasing request channels, organizes tasks by project, enhances visibility, and accelerates workflow.

Lim Hyun-Gil, CEO of STEG Inc., stated:

“In the future, demand for digital service desks for corporate functions such as HR, general affairs, finance, and facilities is expected to grow significantly, as seen in GC Green Cross’s case. To meet this demand, STEG will leverage its proprietary low-code platform to support corporate digital transformation.”