• Annual Conference of KIPS
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• 2013.11a
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• pp.1218-1221
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• 2013

최근 기업들은 빅데이터 활용을 통해 얻은 분석결과를 고객 마케팅 및 영업 전략 수립에 적극 활용함으로써 수익성 증대 및 비용 절감이라는 기대 효익를 달성하고 있다. 이러한 흐름에 따라 기업 내 시스템 사용자를 고객으로 두고 있는 HRM시스템 역시 인사데이터 분석을 기반으로 사용자의 기호와 요구사항을 반영한 가치 있는 정보를 제공해줌으로써 기존 기업 고객 이외에 잠재적인 고객층을 확보할 수 있는 맞춤형 HRM 시스템으로 진화해야 할 것이다. 본 연구에서는 빅데이터 기반의 인사데이터 분석의 필요성과 국외 인사데이터 분석 활용사례를 살펴보고 이를 기반으로 빅데이터 분석기술을 활용하여 사용자에게 가치 있는 정보를 제공해주는 개인화된 맞춤형 HRM시스템을 제안 및 설계하고자 한다.

• Proceedings of the CALSEC Conference
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• 2001.08a
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• pp.449-455
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• 2001

SCM(물류) 관리자의 역할 경영자와 주주를 위한 SCM(물류) BPR Master Plan을 통한 Innovation SCM 총비용 추적 및 관리 Visibility 향상을 통한 고객 만족지수 향상 및 수요 창출 지속적인 SCM 비용 감소를 위한 방안 고정 자산 투자 감소 재고 자산 비용 물류 Outsourcing 증대 SCM비용감소 vs 고객 만족 Process(S/W) vs H/W 통합 SCM 정보 시스템 구축(Big Picture) Best of Breed Solution Roadmap Analyst Critical Decision Supporter(중략)

• The Optical Journal
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• s.85
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• pp.29-31
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• 2003

그 어느때보다 급속한 디지털화를 실현한 2002년에는 디지털카메라의 판매증가로 인한 디지털 출력 욕구가 늘고 온라인 디지털출력시장이 급성장했던 한해였다. 2003년 또한 이러한 성장세가 이어져 디지털장비의 저변 확대와 고객의 다양한 요청의 증대로 디지털장비의 급속한 보급이 기대되고 있다. 이러한 시장의 요구에 맞추어 각 메이커에서는 고객의 요구를 더 충족시킬 수 있는 장비의 개발과 사진사업 전체의 발전을 위하여 상호 협력이 요구되고 있다.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.24 no.63
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• pp.55-64
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• 2001

최근의 생산환경 변화에 따라 기업은 경쟁력 강화 및 매출 신장을 목적으로 고객의 구매비용에 대하여 일정기간 외상을 허용하고 있으며, 또한 경쟁기업간에 제품 수요 증대를 통한 경쟁우위를 위하여 고객의 구매비용에 따라 차별적으로 신용기간이 적용되는 경우를 흔히 볼 수있다. 본 연구는 이와 같이 구매비용에 따라 차둥적으로 신용기간이 허용되는 상황에 대한 재고모형을 분석하였고, 최적재고정책 결정을 위한 해법을 개발하였다.

• Journal of Service Research and Studies
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• v.7 no.1
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• pp.53-64
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• 2017

Recently meet the growing needs of customers and has increased, the need for training of customer contact staff in order to improve and increase customer satisfaction. These service training is because it improves the service capabilities of contact for customer-facing employees to respond to customers as well as to improve customer satisfaction. This study is placed in the field after the service training aimed at Customer contact staff joined in 2013~2016 in the first half of these new recruits training education working in the Seoul Metro customers respond to customers in customer contact and practical services it will proceed to the empirical study of how this affects the satisfaction and loyalty to the organization for the job than to find a better improvement in the educational program.

• Proceedings of the Korea Contents Association Conference
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• 2006.05a
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• pp.99-102
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• 2006

We recognize call centers as a interface frequently interacting with clients, and as the first portal of enterprises promoting customer satisfaction and increasing the rate of customer maintenance. The importance of service quality in call centers is gradually enlarged, as criteria for competitive power of enterprises, and the first-line interface of communications with customers in operating method and business management. Also, Enhancing service quality is the first task of both the management and telemarketers in order to adapt to the customer's requirement level. The curriculum for telemarketer education is not established or standardized within the country yet. We must therefore study on it as soon as possible, though it has a short history and insufficient theoretics. In this paper, we descirbe the development of a formal telemarketer education program in call centers included the result that analyze existing educational programs, and the opinion of call centers.

• Journal of the Korea Society of Computer and Information
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• v.10 no.5 s.37
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• pp.291-300
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• 2005

Recently, e-Biz Companies are paying attention to e-CRM in an effort to utilize meaningful customers' information obtained using their websites. e-Biz companies try to increase the profit by collecting customers' data, serving customers better through interactive communications and differentiating customers' management using their websites. Although it is found that corporates' websites play a critical role in e-CRM, only a few researches have been conducted related to the effective website design. Tn this study, desirable website design factors were identified through literature review, and an empirical study was conducted to identify how these factors are related to customer's loyalty measured via customer's intention for continuous use and recommendation the website to others. Also this study was designed to suggest a benchmark for the companies which plan to build a website for e-CRM in the future.

• Proceedings of the KAIS Fall Conference
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• 2004.06a
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• pp.331-334
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• 2004

외식산업은 국민경제의 발전에 따른 가처분 소득 증가, 여가시간의 증대, 맞벌이 세대의 증가, 핵가족화 등의 성장원인으로 국민의 의식형태의 변화에 따라 수많은 외국 브랜드의 레스토랑이 국내에 진출하여 경쟁이 심화되어 있다. 외국계 레스토랑의 국내 진출은 의식 서비스 품질의 중요성을 인식시켜주는 계기가 되었으며, 고객만족은 그 어떤 무엇보다도 중요한 기업활동의 목적으로 여기는 계기가 되었다. 이러한 점을 감안하여 본 연구는 패밀리 레스토랑을 이용하는 고객들의 만족영향요인으로서 서비스 품질을 선행요인으로 하여 고객만족과 사후에 전개되는 행동과의 관계를 구조적으로 측정하였다. 그리고, 가장 취약한 점을 찾은 후 그 점을 가장 잘 보완할 수 있고, 고객과의 관계를 더욱 친밀히 할 수 있는 새로운 서비스의 타당성을 측정해 보았다. 새로운 서비스로써 지금까지 각 테이블당의 호스트 개념을 고객관리를 함께 하도록 호스트들에게 더 많은 권한을 이양해 주어, 개개인의 호스트라는 느낌을 가져서 타 패밀리 레스토랑보다 특별한 고객으로 대한다는 것을 느낄 수 있게 한다면 통계적으로 살펴봤던 반응성과 공감성 요인의 취약함을 오히려 강점으로 만들 수 있다는 결론이 도출되었다.

• Asia Marketing Journal
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• v.7 no.1
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• pp.21-42
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• 2005

Customer Relationship Management (CRM) is a corporate marketing strategy maintaining and managing customers. And with CRM companies maximize the customer's value through a series of processes of new customer retention, VIP customer retention, customer value increase, potential customer activation, and customers for lifetime by collecting the customer information and taking advantage of it effectively. In particular, as the competitive environment is changing rapidly and getting more intense, maintaining the customer retention through customer churn management becomes more important in order to increase the customer value for maximizing the company's profit and to build up the relationship with customers. For example, the financial industry has managed the customer churn with the concept of customer segmentation. Recently the customer retention and churn management is becoming increasingly important in all business fields as well as financial industry since the companies expect the effect of preventing the customer churn by identifying characteristics of customers. However, despite the increasing interest and importance of the management of the customer churn, not many of studies are systematically executed by analyzing the data of customer churn. In this study we analyze the actual data of CRM activities for the customer retention, specifically the data of TV home-shopping. By doing so, we hope to identify the differences of demographic attributes and transaction specific characteristics in consumer behaviors between the churning customer and the retained customers. In addition, we try to find out the variables which can impact the churning of the customers and to predict the churn rate of individual customer through our proposed model of customer churn. In the end, based on our findings we suggest the possible marketing strategies for TV home-shopping companies.

• The Journal of Society for e-Business Studies
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• v.17 no.1
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• pp.91-110
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• 2012

Recently the effort of retailers improving the efficiency of store operations by using the information technology (IT) is increasing. Among them, the analysis of the shoppers' flow in retail stores is one of the critical tasks since it is an essential part in optimizing store layout and item grouping, and in developing the customized services specialized to shoppers' classification. Agent-Based Modeling and Simulation (ABMS) is one of the most promising methods which support analyzing the shoppers' flow. In this paper, we suggested a shopper's behavior model and developed an agent-based simulator for optimizing the operations of retail stores. In order to model the shoppers' behavior, we analyzed the behavioral characteristics of shoppers based on their shopping lists, suggesting BDI-based agent models of the shoppers' behavior. The shopping agent model were suggested, which has an additional mental state, the shopper's behavioral characteristic, as well as the original mental states of the BDI theory which has beliefs, desires and Intentions. The result of this study can be used in as a preliminary study for modeling and simulation of retail stores congestion and in the end the optimization of item grouping and store layout.