• Journal of Industrial Convergence
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• v.13 no.3
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• pp.27-39
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• 2015

This Study aims to analyze the management performances of the rubber products from the perspectives of ISO9001 Quality Management System, which is a new management technique for management innovation, in order to secure the competitiveness of the small and medium manufacturers of rubber products for automobile as automobile application components. The results of the analysis can be summarized as follows: First, as the results of the analysis of effect of the (1) responsibility of the management, (2) resources management, (3) realization of the products, and (4) measurement, analysis and improvement, which are the 4 core requirements of the ISO9001 Quality Management System, on the management performances of the small and medium sized manufacturers of the rubber components for automobile, it was found that only the responsibility of the management and resources management affect the management performance. The above research findings imply that the company must absolutely rely on the upper ranked groups rather than the lower ranked groups, and on the responsibilities of the management rather than the upper ranked groups in order to elevate the management performance of the small and medium sized manufacturers of the rubber components for automobile.

• Journal of Korean Society for Quality Management
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• v.47 no.2
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• pp.295-314
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• 2019

Purpose: This study aims to investigate the factors affecting productivity performance for Korean SMEs of manufacturing which had obtained the certification of Productivity Management System(PMS) that is a Korean assessment program for enhancing maturity of company's management systems. Methods: The proposed model is based on the PMS model. The valid 759 data registered from 2010 to 2018 year was analyzed using SEM analysis for testing hypotheses. Results: The results are as follows. First, Leadership affects the five core sub-system processes positively, but doesn't a significant Business Performance directly. Secondly, HRM, Customer & Market Analysis, and Process Management excluding Productivity Development and Measurement Analysis and Knowledge Management have a significant effect on Business Performance. Lastly, when examining the mediation effect, Process Development, Customer & Market Analysis, and HRM have indirectly effect between Leadership and Business Performance. Conclusion: This study results suggest not only the role of leadership to improve productivity performance of SME, but also which core processes are focused and differentiated.

• Journal of Applied Reliability
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• v.16 no.4
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• pp.287-294
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• 2016

Purpose: Environment test support is urgent for small and medium defense companies in order to improve the reliability of weapons systems. Also, to reduce the burden of test costs, the voucher system must be strengthened. Quality assurance support should be accompanied by budget support. Methods: First of all, it is necessary to expand infrastructure for test equipment that suffers shortages by considering environmental test frequency and waiting periods to reduce the time required for environmental tests. Results: In regard to the environmental test, expansion for test equipment infrastructure, security of budget for the test, establishment of test plan, education and consulting support are required to resolve some limits of small and medium defense companies. Conclusion: Along with the opening of environmental test courses for industry operators, the expansion for consulting support projects of the defense industry support system is needed.

• Proceedings of the Korean Society of Soil and Groundwater Environment Conference
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• 2006.04a
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• pp.11-15
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• 2006

Attempts were made to increase an efficiency of soil contamination investigation systems (SCISs) including Soil Network and Special Soil Contamination Management Facility Sites in Korea. In order to increase low efficiencies resulting from inappropriate SCISs, possible policy suggestions are driven based on the results from problem findings of Korean policy and comparisons of policies on industrialized countries including United States, United Kingdom, Germany, the Netherlands and Japan. First, functions of Soil Environment Conservation Act (SECA) on liability should be updated and reinforced to initiate a soil contamination investigation process for stakeholders including an owner(s) or a responsible party(ies) of the potentially soil contamination sites positively. Second, appropriate SCISs should be emerged for implementing the Soil Network and Special Soil Contamination Management Facility Sites properly. Stakeholders for the potentially contaminated sites should easily access and raise the soil contamination issues, and soil contamination investigation implemented by liable and profit environment (consulting) companies should be encouraged. Third, the soil contamination reporting system of SECA needs to change legally responsible. Further more, public announcement system showing soil quality of a site which exceeds a certain scale would be considerable. Fourth, liable environment (consulting) companies should legally execute Soil Environment Assessment of SECA.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.1
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• pp.150-164
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• 2017

The development of an appropriate public service quality model has become increasingly recognised as an important subject of interest in the public sector as well as academia. In particular, the public systems enacted by governments are widely used and have a significant impact on national competitiveness. But few researches have been conducted to explore the quality dimensions of a public system service and empirically examine the relationship among related variables. Therefore, in this study, we strive to develop a quality measurement model of public system service that can be effectively used in practice. Using 601 samples gathered through a structured survey from project engineers, a conceptual quality model of public system is presented and discussed. Given the exploratory nature of this study, an exploratory factor analysis is used to investigate quality dimensions and partial least square (PLS) is employed in determining the structural relationships. From empirical results, we found that the quality dimensions of the public system had four distinct quality dimensions (design quality, environment quality, primary outcome quality, additive outcome quality). All four quality dimensions showed good representative factors in explaining user satisfaction. Perceived trust was proved to significantly mediate the relationship between quality dimensions and user satisfaction. Our research is expected to contribute to the literature by providing a good conceptual framework for assessing public system quality by linking four quality dimensions with user satisfaction. In particular, the developed model can elaborately measure process quality and multi-functional outcome quality of the system by the supplementation of design quality and additive outcome quality respectively. Practical implications are also suggested on the basis of our analysis.

• The Korean Journal of Franchise Management
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• v.11 no.3
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• pp.7-18
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• 2020

Purpose: Recently, information on 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' can be obtained through various media such as TV, Internet search, and SNS, and the culture of finding and sharing them has become a trend. Since PZB's SERVQUAL, there have been many studies measuring service quality, leading to hotels, restaurants and coffee shops. These studies of service quality include product quality in the service quality dimension. Hotels, restaurants, and coffee shops are provided with intangible services while customers visit and stay, but 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' often stop by to buy products and return home. Therefore, the study on the effect of quality on customer behavior on 'Delicious Restaurants (Mat-zip)' should consider product quality separately. In this study, we want to study how each quality element affects the perceived value and response of customers by separating product quality and service quality. Research design, data, and methodology: This study tested the structural model of how the quality of products and services of famous bakeries affect customers' perceived value and response. As the quality factors, products, tangible services, and employee services were adopted, and perceived values adopted utilitarian and hedonic values, and customer responses adopted customer satisfaction and behavior intention. For this study, 203 survey data with experience using famous bakeries were analyzed using SPSS 22.0 and AMOS 22.0. Result: The research results are as follows. First, product quality positively influenced utilitarian value, hedonic value, and customer satisfaction, tangible service quality positively influenced utilitarian value, and employee service quality positively influenced hedonic value. Second, utilitarian value had a positive effect on behavioral intention, and hedonic value had a positive effect on customer satisfaction. Conclusions: In a famous bakery, it is basic that product quality should be given priority, and for customer satisfaction, employee service quality is half as important. In addition, for Behavior Intension (revisit by the customer), in addition to product quality, the quality of tangible services and employee services should be maintained at a quarter level.

• Journal of Distribution Science
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• v.16 no.12
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• pp.81-93
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• 2018

Purpose - The purpose of this study was to propose a specific and empirical continuous transaction strategy through service quality of improvement to small and medium Korean companies whose main business is B2B distribution and sale of general-purpose SW. Research design, data, and methodology - The research procedure is largely divided into two phases. In the first phase, the service quality, the customer satisfaction, and the continuous transaction research hypothesis and the verification are carried out. Experimental data were collected from 450 companies, CEO companies of SMEs innovation institutes, and 510 companies from medium and large enterprises. From September 15 to October 5, 2015, 215 questionnaires were used. And research hypothesis and test were conducted by SPSS SW Ver. 20. Results - The results of the study confirm that service quality has a positive effect on customer satisfaction and continuous transaction: as the detailed items for improving the service quality, 'responsiveness', 'assurance' and 'empathy' have been adopted. Therefore, there are critical factors of a company's survival through continuous transaction. Conclusions - Through this study, we confirmed that the survival of small businesses require continuous improvement in service quality. Among the factors improving service quality, empathy means service satisfaction of customers; so, it is necessary to continuously improve it by evaluating customer satisfaction. Responsiveness means rapid response to customer needs and reliability; it is necessary to enhance customer responsiveness by continuous job training and service training. Finally, assurance is the same as sales product or after service. This means that it is necessary to not only issue the "supply contract," but also improve the reliability of the sales product by securing the competence of the consulting professional. However, because the service quality measurement factors selected in this study are the measurement factors that are mainly applied to large companies or those in the service industries, it is important to consider the type of sales of software distribution companies.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.4
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• pp.87-95
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• 2017

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer's first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.

• Journal of Korean Society for Quality Management
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• v.47 no.4
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• pp.911-926
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• 2019

Purpose: In an infinite market competition, companies are adopting management systems to gain a competitive advantage. The expectancy effect of the management system is management performance improvement and accurate measurements. These can be made through quality records with integrity and maintainability. This paper examines the operation of records management standards, which are records, storage and management standards for quality records to understand the needs of records management standards and empathize with their needs. Methods: This paper examines PEC's (Pields Engineering Co., Ltd.) specific processes and standards for integrating individual management systems and establishing records management standards. We also look at the specific features of the Search Tool and Document Storage Management Standards that support records management standards. Results: The integration process of PEC's individual management system consists of five steps. A PDCA-based process was established to erode the confusion and inefficiencies caused by overlap between individual management systems. Also, by accurately grasping corporate competence, PEC established a record management standard suitable for the characteristics of the company. PEC's records management standards are used as a useful standard for organizing quality records, and have an impact on management performance improvement. Conclusion: PEC's records management standards enable the verification of quality performance rates and performance measures. Companies can implement appropriate quality improvement strategies based on the numbers identified by introducing records management standards. Companies can succeed in improving management performance when operating quality management that combines performance measurement techniques and records management standards.

• Journal of Korean Society for Quality Management
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• v.51 no.4
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• pp.551-571
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• 2023

Purpose: The purpose of this study is to propose useful suggestions by analyzing the causal effect relationship between the failure rate of quality and the process variables in the C5ISR domain of the defense industry. Methods: The collected data through the in house Systems were analyzed using Big data analysis. Data analysis between quality data and A/S history data was conducted using the CRISP-DM(Cross-Industry Standard Process for Data Mining) analysis process. Results: The results of this study are as follows: After evaluating the performance of candidate models for the influence of inspection data and A/S history data, logistic regression was selected as the final model because it performed relatively well compared to the decision tree with an accuracy of 82%/67% and an AUC of 0.66/0.57. Based on this model, we estimated the coefficients using 'R', a data analysis tool, and found that a specific variable(continuous maximum discharge current time) had a statistically significant effect on the A/S quality failure rate and it was analysed that 82% of the failure rate could be predicted. Conclusion: As the first case of applying big data analysis to quality issues in the defense industry, this study confirms that it is possible to improve the market failure rates of defense products by focusing on the measured values of the main causes of failures derived through the big data analysis process, and identifies improvements, such as the number of data samples and data collection limitations, to be addressed in subsequent studies for a more reliable analysis model.