• 한국전문물리치료학회지
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• 제16권1호
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• pp.42-51
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• 2009

The purpose of this study was to develop a checklist of risk factors for quantitative assessment of musculoskeletal complaints in shipbuilding workers. A key point was to develop comprehensive a checklist including the worker's physical ability, as ergonomic and workload factors. ln the first, through correlation analysis between musculoskeletal complaints and physical abilities in shipbuilding workers, risk factors related to physical abilities were selected. In the second, after the development of a checklist was composed of physical, ergonomic and workload factors, factor analysis was used to test the validity of the developed checklist. Each factors selected finally showed that physical factors were hand grip strength, spinal curvature, and flexibility (sit to reach), ergonomic factors were posture, total exposed time, duration, and force of working, and workload factors were physical and psychological workload perceived by worker. The results showed that musculoskeletal complaints was associated with physical abilities (p<.05). The developed checklist had a reliability of .761 (Cronbach=.761) and a validity and explanation of 54.9%. The criterion of management was classified in 4 stages by relative weights of each factor. It is suggested that active intervention is needed to reduce musculoskeletal complaints in workers with more than a 14.31 score.

• 한국안전학회지
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• 제20권4호
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• pp.97-105
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• 2005

As construction project is becoming larger, construction progress and works are more various and complex according to recent Korean construction tendency. The growth of construction induces much pollution on the progress of construction and the problems due to the construction pollution are raised into social problem strongly, because it is increasing the need on the quality of lift and the desire of clean environment. This study aimed to seek far the effective solving plan of the construction popular complaints by surveying the real condition of construction popular complaints and analyzing the cause and tansaction period of popular complaints. For this study, the laws related and popular complaints were analysed focusing on the documents in low district offices of Gwangju from 2000 to 2004. As a result, the types of construction popular complaints were divided into 17 and the causes were as follows in order: crack and subsidence of ground(14.90%), infringement of private life(11.55%), noise(10.80%), infringement of a right to sunshine(10.07%) and breakdown(6.7%). Consequently, it is considered that these complaints are occurred by physical and environmental causes.

• 지적과 국토정보
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• 제47권1호
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• pp.5-14
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• 2017

급속한 도시화 과정을 거친 대한민국은 도시 공간의 형성 과정에서부터 시설물관리 안전 환경 교통 등 여러 분야에서 다양한 문제들을 직면하고 있다. 이러한 도시 내의 불만과 문제를 해결하기 위해 지방자치단체에서는 전자민원을 통해 이를 접수 처리하고 있지만 민원은 해를 거듭할수록 증가하고 있는 실정이다. 따라서 본 연구는 한국의 지방 중소도시인 진주시를 대상으로 최근 10년간의 전자민원 데이터를 수집하여 민원사유별로 분류하고 민원발생지점에 대한 위치데이터를 추출한 후 Geocoding을 통해 공간정보상에 나타내어 공간분포패턴분석 및 추이분석을 실시하였다. 그리고 ARIMA모형을 사용하여 시계열 예측분석을 통해 향후 2년간(2016년~2017년) 민원발생을 예측하였다. 그 결과 불법주차단속관련 민원이 가장 많이 발생하였고, 소음관련 민원이 두 번째로 많았으며, 불법쓰레기투기관련 민원이 세 번째로 많이 발생한 것으로 나타났다. 또한, 시 공간적 분포 패턴을 분석한 결과, 중심상업지역에서 매년 가장 큰 핫스팟을 형성한 것으로 나타났다. 불법주차단속관련 민원에 대해 시계열 예측분석을 실시한 결과, 해를 거듭하며 다소 증가하는 것으로 나타났으며 예측값과 실제 데이터를 비교한 결과, 매우 비슷한 패턴을 보이며 발생하는 것으로 나타났다. 이를 바탕으로 민원의 발생량 예측을 통해 문제시되는 민원을 찾고, 이에 대한 효과적인 대책을 수립하는데 이용될 수 있을 것으로 판단된다.

• 대한한방소아과학회지
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• 제24권3호
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• pp.121-137
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• 2010

Objectives: The purpose of this study is investigate about chief complaints of pediatric outpatients in the oriental medicine hospital and search for a latest of patients and their symptom. Methods: The study was composed of 3024 new patients aged between 0 and 20 who had been visited pediatrics in Kyung Hee oriental medicine hospital from 2009 March to 2010 February. Results: In age distribution, 1 year old child have most visited, and the number of the patients have fallen sharply as age have increased. The most visited month is August, and the least is November. In systemic division of chief complaints, in order of respiratory part, growth part, restorative herb medicine part, digestive part, neurologic & psychologic part, dermatologic part visited in patients number, and in single chief complaints, in order of growth, restorative herb medicine, anorexia, rhinosinusitis, cold, atopic dermatitis, seizure & epilepsy have visited. As for age and systemic division, between 1 and 6 years old, the patients of respiratory division have most visited, more than 7 years old, growth division. As for age and single chief complaints, in 0 year old, seizure & epilepsy have most visited, between 4 and 6 years old, rhinosinusitis, more than 7 years old, growth. Growth and respiratory division have increased the most in August, restorative herb medicine and digestive division have increased the most in September. In single chief complaints, patients of growth have most visited in most of time, but in September and November patients of restorative herb medicine have visited the most. Conclusions: The most visited division was respiratory part, and the most visited chief complaints was growth. More data of patients should be accumulated for further study, and we expect more specific study would be done about many kinds of disease in basis of this study.

• 한국산학기술학회논문지
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• 제16권5호
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• pp.3525-3534
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• 2015

하수시설 자산관리체계 구축에서 가장 중요한 요건중의 하나는 하수 서비스 공급을 위한 관리 수준을 결정하는 것이다. 하수관련 시설이 건설되고 나면 운영단계에서 발생하는 개 대체 항목의 많은 부분들이 민원이나 사용자의 요구에 의해 이루어지게 된다. 이러한 서비스 수준을 관리하기 위해서 어느 지역에 어떤 민원이 주로 발생하고 있으며 어떤 부분을 개선시킬 것인지를 찾아 서비스 관리 목표를 설정하는 것이다. 본 연구에서는 이러한 점을 반영하여 국내 자산관리 수행이 진행되고 있는 S지역의 하수 민원대장을 분석하였으며 이를 토대로 지역 특성별로 민원발생 대상 시설과 민원 발생 유형을 분석하여 서비스 제공 관리기준을 개발하였다. 이를 선진 하수시설 자산관리 밴치마킹 대상지역과 비교하여 S지역만의 Best Practice 구현을 위한 기준을 설정하였다.

• 대한안전경영과학회지
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• 제24권4호
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• 한국조경학회지
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• 제41권5호
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• pp.78-90
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• 2013

본 연구는 아파트단지 조경사업에 의해 발생한 민원의 유형과 특성을 분석하여 향후 조경사업 과정에서 민원 발생의 원인을 최소화하는 방안을 모색하기 위한 기초자료 제시를 목적으로 수행하였다. 아파트단지 조경사업의 민원 유형을 분석하기 위해 LH공사, SH공사, 경기도시공사의 2009년부터 2012년까지의 민원 사례를 대상으로 전체 672건의 조경민원을 공통언어 추출방법을 통해 73개로 범주화하고 설문조사를 통해 구축된 자료를 중요도-성취도 분석기법(IPA)을 사용하여 공공성(공공적-개인적)-조치용이(어려움-쉬움)의 유형별 특성과 입주민과 조경가의 민원 인식차이를 분석하였다. 연구의 결과는 다음과 같다. 첫째, 범주화된 73건의 민원은 공원, 녹지 및 가로수, 보행로, 시설물, 기타 등 5개 항목으로 재범주화 될 수 있었다. 둘째, 조경 민원이 가장 많이 제기되는 것이 녹지 및 가로수였으며, 다음으로 시설물, 보행로, 공원 순인 것으로 나타났다. 셋째, 각 항목별로 공공성과 조치용이성에 대한 분석을 실시한 결과 '시설물', '가로 및 녹지'와 '보행로', 등은 입주민과 전문가의 민원 인식이 공통적으로 나타났으나 공원에 대한 민원은 입주민과 전문가의 인식이 차이가 있는 것으로 나타났다. 넷째, 73개 민원 중 35개(47.9%)는 공공성이 높고 동시에 조치가 용이한 반면, 25개(34.2%) 민원은 개인적이고 동시에 조치가 어려운 사항으로 분석되어 이들 민원사항에 대해서는 설계단계에서부터 미리 점검을 하여 민원으로 인한 사업비의 추가 부담과 입주민들의 신뢰 저하 등의 문제를 최소화할 필요가 있다고 사료되었다.

• 한국생활과학회지
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• 제9권1호
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• pp.127-136
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• 2000

The purpose of this study is to investigate the consumer's complaints for clothing products in quality, uses and care. The consumer's complaints that were lodged to in consumer's claim center, Taejon Housewives Classes, from 1997 Jan. to 1999 Mar. were analyzed. The major results were as follows. 1. Complainers are generally females in their thirties and forties. Out of the clothing items, jackets and jumpers are the most part. Periods of uses and prices of accused clothing are less than one year and one hundred thousands won respectively. For claims about purchasing places, department store ranked first. 2. The complaints are mostly claims related to quality of clothing products, for example damage, color change, deformation, pilling and shrinkage. 3. Concerning the results of claim consideration, responsibility's whereabouts is that consumers, manufacturers, launderer rank in order.

• Toxicological Research
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• 제28권3호
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• pp.201-207
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• 2012

In order to evaluate the physical and psychological health effects from automobile air pollution, 99 employees who worked near a main street were given a general health questionnaire, and the prevalence of their subjective complaints was measured. The collected data were classified according to gender, sleep time, degree of regular exercise, self-consciousness of symptoms, length of employment, work time, rest time, and smoking status. The results obtained were summarized as follows: The scores related to health complaints regarding physical and psychological items were higher in females than in males. THI scores were higher for the < 4 hour sleep time group. The health complaint scores for physical items were higher in the regular exercise group, whereas most scores for mental items were higher in the irregular exercise groups. The health complaints scores for physical and psychological items were higher in the unhealthy symptom group than in other groups. Those employees who had worked for > 4 years showed significantly higher rates of complaints regarding the eyes and skin. THI scores were higher for the < 6 hour working time group. The smoking group showed higher scores regarding health complaints related to physical items. The THI scores of the respiratory organs, mouth, anus, and digestive organs were significantly higher for the smoking group than for the non-smoking group. In summary, this study shows that the health complaint scores regarding physical and psychological symptoms tended to be higher among the unhealthy group, the less sleep time group, the less work time group, smokers, and females. These results can be used to improve the psychosomatic health status and working environments of employees who work near a main street.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.633-638
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• 2004

Main purpose of existing VOC (the voice of customer) analysis is suppressing the VOC occurrence. But, in real situation, it is impossible to reduce the VOC occurrence to the zero level. Company's strategy to decrease specific customer complaints may cause another customer's complaints increase. Especially, in a financial industry, customer complaints are directly connected with company's profit. That is, the VOC from their profitable customer, product and channel is major concern of companies. In this paper, 1 reveal the relationship between CRM (customer relationship management) activity and VOC analysis and various analysis methods.