한국산업경영시스템학회:학술대회논문집 (Proceedings of the Society of Korea Industrial and System Engineering Conference)
- 한국산업경영시스템학회 2002년도 춘계학술대회
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- Pages.379-386
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- 2002
서비스 품질 관리를 위한 SPC의 적용
Application of SPC for Service Quality Control
초록
As the value and relative importance of service industry boosts in modern society, to strengthen competitiveness companies starts to recognize the quality of service as a key component in their business operations. Furthermore, companies that apply the quality of services as their competitive method are concentrating more on the area of quality control. Nevertheless, the previous researches related to this area were more focused on the aspect of measure rather than the control. In this paper, each fractionated customer group in consideration of its characteristics is made in use of estimating the quality of service using the conjoint analysis. The principal variable selective method which a small number of variables is used to control a large number of variables is applied. Hotelling's
키워드