Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on the Implementation Plan for Public Service Quality Management Applying the ISO 18091 Framework

ISO 18091 프레임워크를 적용한 공공서비스 품질관리 체계 연구

  • Cho, Jihoon (Head Office of Career Support, Daejin University) ;
  • Pyun, Jebum (Department of Big Data and AI, Hoseo University)
  • 조지훈 (대진대학교 대학일자리본부) ;
  • 편제범 (호서대학교 빅데이터AI 학과)
  • Received : 2021.12.03
  • Accepted : 2022.01.25
  • Published : 2022.03.31
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Abstract

Purpose: The purpose of this study is to design a system for quality management and improvement of overall public services. Methods: Literature Review, Framework Design Method, Case Studies Analysis Results: Public Service Quality Management Principles, Definition of Public Services Quality Management Areas, Quality Management Guidelines, Service Quality Management Tools Conclusion: In this study, a study case of the public service quality management framework, which is a system that supports overall quality management and continuous quality improvement of public services, is presented. The management system was designed based on the existing research results and domestic and foreign cases of public service standardization, targeting the entire public service.

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References

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