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Customer Satisfaction and Quality Management

Through a virtuous cycle of creating social and economic value,
we aim to enhance the happiness and well-being of all stakeholders.

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SK Enmove aims to achieve its business objectives of customer satisfaction and customer value
by enhancing product safety, improving quality, and delivering superior customer experiences.

Product Quality Management Governance

The company’s base oil and lubricants business divisions manage product quality through well-organized management processes tailored to each product.
Customer satisfaction is systematically monitored based on the specific needs of domestic and international customer types. In addition, to operate a systematic quality management system and address technical issues related to product quality before and after use, technology and solution organization, which encompasses quality management and company-wide technical support, is responsible for overseeing product quality.
SK Enmove holds Quality Management Review Meetings, participated by the chief executives of each business division, where agendas such as customer satisfaction, quality audit results and quality management measures are discussed and approved.

Product Quality Management Strategy

SK Enmove aims to internalize quality management and ultimately realize customer value through two strategic directions: quality management and customer happiness management. To become a trusted company by customers, SK Enmove reflects customer feedback throughout management via a systematic quality management process and responds quickly to customer complaints and improvement requests, driving quality enhancement and service innovation that meet customer needs and expectations. Additionally, SK Enmove implements a quality management system to ensure efficient quality control, establishing quantitative quality targets for the entire process from production and procurement to customer management and consistently monitoring process performance to achieve these targets.

Product Quality Management System of SK Enmove

Customer Satisfaction and Realization of Customer Value

Customer Happiness Management

  • Customer Satisfaction Management
  • Systematization of Customer Complaint Reception Process
  • Realization of Customer Value Based on Service

Quality Management

  • Quality Management System Certification
  • Advancement of Product Quality Management Process
  • Enhancement of Product Stability

Quality Management System

Since SK Enmove acquired its first quality management system certification in 1993, it has continuously maintained ISO 9001 (Quality Management System) and IATF 16949 (Automotive Quality Management System) certifications for the product development and production of lubricants and base oil.

Quality Management Goals

품질관리 목표 (표) 입니다. 이 표는 프로세스, 성과지표, 목표(기유, 윤활유)로 구성되어 있습니다.
Process Performance Indicator Target
Base Oil Lubricants
Customer Management Customer returns 3 cases or less (Not applicable)
Delivery compliance rate ＞95% Less than 0 cases
Resource Management: Training completion rate 100% 100%
UCL* ＜0.223 ±0.25%
Development Technology development items (client proposal) 1 case or more 6 case or more
Procurement: Raw material delivery compliance rate ＞97% 100%
Days of raw material inventory 20 days 3.0~3.5 months
Product non-conformance rate ＜3% 0%
Production Performance compared to production plan ＞94.5% (Not applicable)
Quality target achievement rate More than 99% More than 99.2%

Internal Audit Procedure of SK Enmove’s Quality Management Review

  • Audit planning and
    confirmation

    general department
    responsible for quality
    management of the
    company and its
    business sites

  • Conducting audit/
    Reporting results

    department responsible
    for quality management
    of the company

  • Corrective action

    department responsible for
    quality management of the
    company's business sites

  • Post-management

    department responsible for
    quality management of the
    company's business sites

  • Management review

    department responsible for
    quality management of the
    company's business sites

Status of Quality Management System Certifications (Domestic/Overseas)

Status of Quality Management System Certifications (Domestic/Overseas) (Certification, Category, Certification Authority, Valid Period, First Acquisition, Certificate)
Certification Category Certification Authority Valid Period First Acquisition Certificate
ISO 9001 Quality Management System Lubricant KSA 2023.06.04 ~
2026.06.03		 1993
Base Oil KSA 2022.12.02 ~
2025.12.01
IATF 16949 Automotive Quality Management System Lubricant KSA 2024.06.03 ~
2027.06.02		 2006
Base Oil KSA 2022.12.02 ~
2025.12.01		 2019
ISO 9001 Quality Management System ILBOC LRQA 2023.09.05 ~
2026.09.04		 -
Patra-SK SGS 2022.03.21 ~
2025.02.12		 -
SKENC LRQA 2024.01.26 ~
2027.01.25		 -
IATF 16949 Automotive Quality Management System SKENC LRQA 2024.01.22 ~
2027.01.21		 -