Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
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A study on the Plan for Enhancing Internal Customer Satisfaction for Hybrid Weight

혼합 가중치를 고려한 내부고객만족 향상 방법에 관한 연구

  • Kim, Chang-Soo (Department of Industrial Management, Osan College) ;
  • Lee, Mun-Kyo (Department of Industrial Engineering, SungKyunKwan University) ;
  • Lim, Sung-Uk (Department of Industrial System Engineering, Daejin University)
  • 김창수 (오산대학 산업경영과) ;
  • 이문교 (성균관대학교 산업공학과) ;
  • 임성욱 (대진대학교 산업시스템공학과)
  • Published : 2007.12.30
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Abstract

Nowadays the customer is classified with external customers and the inside customers. Which are not only end users who consume products but also all people who contribute to their earnings through the management activity of the enterprise. Furthermore, the fact that the external customer satisfaction index and inside customer satisfaction index are closely related is supported by many researches. It is interpreted if the inside customer satisfaction is not improved, achievement of the external customer satisfaction cannot be easy. In this paper, First, we will deduce the inefficient index through DEA model in each department after setting up the weight of items of inside customer satisfaction and measuring them. Second, as well as research entire models about improvement methods of inside customer satisfaction getting improvement methods for reaching a goal in the minimum amount of efforts.

Keywords

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