• Journal of Korean Society for Quality Management
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• v.30 no.4
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• pp.26-43
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• 2002

This study was conducted to identify the differences in service quality between Incheon and Kimpo international airports and critical factors influencing satisfaction of their customers. According to the results of the study, all service quality factors of Incheon international airport except the service factor of geographical location were better than those of Kimpo international airport. However, all service quality factors of the two airports were evaluated inferior to those of American, western European and Japanese international airports. In addition the service quality factors such as response, safety, airport facility and geographical location were found as critical factors influencing satisfaction of the airport customers. The service quality factor of geographical location of Incheon international airport was measured much inferior comparing with other service quality factors. Thus, the results of this study suggest that the Korean government deliberate and benchmark the international airports of western Europe and the USA in determining the geographical location when planning new international airports.

• Journal of the Korea Safety Management & Science
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• v.17 no.1
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• pp.309-320
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• 2015

This study is an empirical study on the relationships among success factors of six sigma(support of top management, education and training, performance-based reward, customer and quality focused thought), job satisfaction, and quality performance. In particular, mediating effect of job satisfaction on the relationship between success factors of six sigma and quality performance is empirically analysed to find causes and impacts among these variables. A survey was conducted on the employees working in 'H' company which is applying six sigma at Ulsan City. The survey questionnaires were sent to 300 people and 216 of them were returned. Data obtained was analyzed with SPSS 18.0. The study results are as follows: First, there were positive relationships between critical success factors of six sigma(except support of top management) and job satisfaction. Second, there was also a positive relationship between job satisfaction and quality performance. Third, there were also positive relationships between critical success factors of six sigma(except support of top management) and quality performance. Finally, job satisfaction were full mediating effects on the relationship between critical success factors of six sigma(education and training, performance-based reward) and quality performance. Critical success factors of six sigma(customer and quality focused thought) had a partial mediating effect on quality performance. On the other hand, support of top management had no mediating effect on quality performance.

• International Journal of Quality Innovation
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• v.9 no.2
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• pp.39-56
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• 2008

Six Sigma has been one of main quality improvement approaches since Motorola first invented Six Sigma in 1987. Many scholars and consult experts have discussed the critical success factors of implementing Six Sigma management, but most of them are based on related theories or qualitative analyses. In the paper, we first review critical success factor of Six Sigma status quo based on literature. Then we design the questionnaire and survey China manufacturing enterprises that have introduced Six Sigma management. And finally, we analyze the critical success factors of China manufacturing industry implementing Six Sigma management by using structural equation model and find that leadership and Six Sigma strategy, focus on market and customer, evaluation and motivation, selecting, managing and implementing Six Sigma projects are four critical success factors of China manufacturing enterprises implementing Six Sigma management. At the same time, the paper also presents the relationships between the critical success factors. The results are of important role in China manufacturing industry locating resources, eliminating waste and improving Six Sigma performance.

• Quality Improvement in Health Care
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• v.18 no.1
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• pp.37-55
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• 2012

Objectives : This study was conducted to evaluate the effect of fixed critical pathway with emr (electronic medical record) on the length of hospital stay, the cost and quality of care provided to gastrectomy patients in a university hospital and to develop flexible critical pathway with emr which can be used excluded or drop-out patients. Methods : Thirty-eight patients with gastrectomy were included as case group and Thirty-four patients included as control group. The comparison between control and case with using fixed critical pathway were done. To develop and to evaluate usefulness of flexible critical pathway with flexible data base, simulation was done for flexible critical pathway with drop-out patients. Result : The major results of this study were as follows: There were no significant differences in patient clinical conditions and no sign of deterioration of quality from critical pathway. The length of hospital stay was 11 days in control group, 8 days in path group(P<0.01). The total costs during the hospital stay were reduced in path group. However the cost per day was significantly increased from reduction of hospital stay(554,352 won in control, 645,669 won in path group). One hundred percentage of drop out patients(60) in the simulation of flexible critical pathway was successful. Conclusion : Computerized critical pathway reduced the length of hospital stay, total hospital costs and resource utilization without harming quality of patient care. The flexible critical pathway program can be used as one of the powerful management tools for reducing the practice variations and increasing the efficiency of care process and decreasing the workload of doctors and nurses in Korean hospital settings.

• International conference on construction engineering and project management
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• 2007.03a
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• pp.9-18
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• 2007

The success of a building design team is achieved as a result of a combination of multiple events/factors and interactions, and has a great impact on the quality of the building construction process. While most of previous studies have focused on quality of the construction process, the success of a design team has not been completely investigated. This paper presents the critical factors that impact the success of a building design team and describes an assessment tool to measure the successful performance of the design team with respect to the critical factors. The development of the assessment tool employs the concept of quality function deployment (QFD), a technique to measure the service quality of an organization.

• International Journal of Quality Innovation
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• v.6 no.1
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• pp.8-23
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• 2005

Service attributes are important for customer perceptions of service quality. However, in spite of huge amount of research, the role of service attributes as satisfiers and dissatisfiers in service encounters is not understood well enough. An empirical investigation is conducted concerning a problem resolution service in the telecommunication industry. We use both qualitative and quantitative service performance data to describe and analyze how critical incidents can be used to identify and understand which service attributes are perceived as satisfiers and dissatisfiers. Our study reveals that there is a subset of critical incidents, so called critically critical incidents, which are perceived differently and are different in content compared to critical incidents. These incidents are extremely rich of information and have the possibility to reveal the real satisfiers and dissatisfiers in a service encounter.

• Nuclear Engineering and Technology
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• v.55 no.9
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• pp.3313-3319
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• 2023

A phenomenological study on CHF in a bilaterally heated annulus with equal heat flux on both sides was experimentally performed. The working fluid of the present test was R-134a. Variation characteristics of CHF and transition of CHF occurrence location were investigated under different pressure, mass flux and quality conditions. With the increase of critical thermodynamic quality, it was found that CHF first occurred on the outer surface of the annulus, then simultaneously occurred on both sides, and finally occurred on the inner surface at relatively high critical quality. After the CHF location transitioned to the inner rod, the sharp fall of CHF in the limiting critical quality region was observed. The critical quality corresponding to the CHF location transition decreased with the increase of mass flux and pressure. Besides, CHF in tube, internally heated, externally heated and bilaterally heated annuli were compared under the same hydraulic diameter conditions. The present study is conducive to improving the understanding of complicated CHF mechanism in bilaterally heated annulus, enriching the experimental database, and providing evidence for developing accurate CHF mechanism model for annuli.

• International Journal of Quality Innovation
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• v.4 no.1
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• pp.1-19
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• 2003

This paper describes the origins, evolution of Quality Function Deployment and its transfer to the West. Following a comprehensive review of the literature and how QFD has been defined, and applied, the paper analyses the critical factors which impinge on QFD implementation success. A discussion which covers the enabling criteria found to be inherent in Japanese applications is contrasted with the Western approaches documented hitherto. In particular the Company Wide Quality Control (CWQC) approach in Japan versus the emerging concept of Total Quality Management and their impact on QFD implementation. A critical analysis of the main differences isolated from the review of the literature and which characterise the Japanese method of QFD implementation which is leading, and The Western approaches which appear to be lagging is included in the paper, together with some useful conclusions:

• The Journal of Asian Finance, Economics and Business
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• v.7 no.7
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• pp.391-401
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• 2020

The objective of this study is to prioritize the Total Quality Management (TQM) factors based on fuzzy Analytical Hierarchy Process (AHP) method in Vietnamese supporting industries. Through an in-depth literature review, eight criteria were identified. These criteria were then divided into 32 sub-criteria. The fuzzy AHP is used to determine the percent weightings of eight categories of performance criteria that were identified via a review of the quality-management literature. These criteria include management commitment, role of the quality department, training and education, continuous improvement, quality policies, quality data and reporting, communication to improve quality, and customer satisfaction orientation. An empirical analysis of the criteria of each stage using the fuzzy AHP methodology and the expert opinion of quality management are used to evaluate the percent weightings of the criteria and sub-criteria that are synonymous with TQM implementation. The results showed that management commitment is the most critical factor; among sub-criteria, supports and responsibilities of top management is the most important. The study also identified the rank order of critical success factors of TQM. The findings suggest a generic hierarchy model for organizations to prioritize the critical factors and formulate strategies for implementing TQM in supporting industries, as well as other industries in Vietnam.

• Quality Improvement in Health Care
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• v.7 no.2
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• pp.156-167
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• 2000

Background: Emphasis in healthcare during the 1990s has been to provide both optimal wellness and function with quality in a Cost-effective manner. Critical pathway was developed to meet the need to guide clients along the continunm of care and to achieve continuity of care. The purpose of this study is to review and analyze articles related to the critical pathway that had developed and applied in Korea and abroad from 1995 to 1999. Methods: Total 39 studies were analyzed in terms of group of application, need of development, horizontal axis: time frame, vertical axis : items of care, task force team, identification of preliminary critical pathway, validation of preliminary critical pathway, types of final critical pathway, a person who coordinates and effects on critical pathway. Results: In the aspect of group of application, there were various diseases in the overseas than in Korea. In domestic and overseas, the horizontal axis included mainly the time from the start of hospitalization to discharge and vertical axis of the critical pathway included commonly the following nine items : tests, diet, medications, consultations, activity, assessments, treatments, education, discharge planning. Preliminary critical pathway was mainly drawn up through chart review in both. Types of final critical pathway were mostly for medical team use in Korea and were for medical team and patient use in abroad. A person who coordinates critical pathway was mostly nurse in abroad. There was positive effects on critical pathway in both. Conclusion: Staff education and information about critical pathway are needed to use it effectively.