• Journal of Information Processing Systems
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• v.16 no.2
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• pp.246-260
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• 2020

IT Service Management (ITSM) achieves consolidated management for the IT services supporting the acquisition system, and no outside connections can be established with such ITSM. Issues pertaining to the D2B can be addressed to System Q&A or a Call Center for problem-solving. In other words, internal staff can take the necessary measures for problems by directly connecting with ITSM. Currently, diverse innovative technologies are being used in electronics and ubiquitous computing environments. This allows us to create a better world by providing the backbone for remarkable development in our human society in the fields of electronics, devices, computer science, and engineering. Following the expansion of IT services in the military acquisition sector such as Defense Electronic Procurement, military export/import support system, etc., customers' dependence on IT for conducting business with the military or related companies is increasing, including the military's dependence on the same technology for services to the public. Nonetheless, issues pertaining to the simplified/integrated management of complex IT service management systems, including slow system recovery, lack of integrated customer service window, and insufficient information sharing, have become the priority problems that IT managers are required to solve. Therefore, this study conducted research on the integrated management of IT services provided by Korea's national defense acquisition system, which was developed based on the existing system IT Infrastructure Library (ITIL) v2, and investigated the level of satisfaction with services with focus on ensuring that it can be used for understanding the necessity of the system and its advancement in the future.

• Journal of Korea Society of Digital Industry and Information Management
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• v.16 no.1
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• pp.41-54
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• 2020

In this paper, it will study various problems such as personal information infringement from when using various useful Apps in the Smartphone environment. It also researched the vulnerabilities Mobile Apps and the risks of personal information leakage when using Smartphone information to decrease threat and find solution. In the second chapter, it will check the existing Mobile App related Apps. In the third chapter, it will check the threats and major factors that caused by the leakage of personal information which related to the app. Then it will suggest solution and end with conclusion. This paper also looked at various problems that caused by illegal adverse effect from illegal personal information collection. Then it researched and made suggestion to make consideration on safety of personal information and privacy infringement that threat to personal information For safety of mobile banking, it proposed a safety method to separate and manage the code which has the core logic which required to run the App. For safety of direction App, when running the direction App, even if the information is collected, location information for unauthorized accessed will encrypt and store in DB, so that access to personal information is difficult. For delivery App environment, by using the national deliver order call center's representative phone to receive a telephone order then, the customer information is delivered to the branch office when it receive order and it will automatically delete information from the server when the delivery is completed by improving DB server of order. For the smart work app environment, the security solution operates automatically by separating and make independent private and work areas. Then it will suggest initialization for company's confidential business information and personal information to safe from danger even if loss.

• Management & Information Systems Review
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• v.36 no.1
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• pp.309-327
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• 2017

Recently the importance of emotional labor has increased so this study aims to prove the effects of emotional labor(surface acting and deep acting) on counterproductive work behaviors(deviate from organization and individual deviation) using burnout(emotional exhaustion, personality disorder, decrease in sense of accomplishment) as a medium. 350 surveys were sent to employees such as workers from call centers, salesperson from department store, financial worker, hospital staff, flight attendant and workers from customer center who and worked with emotional labor and 300 surveys excluding insincere ones were used for analysis. The result is as follows. First, surface acting which is a type of emotional labor chosen by customer workers had a positive effect on burnout such as personality disorder and decrease in sense of accomplishment. Second, deep acting had a negative effect on personality disorder and decrease in sense of accomplishment but did not show any effect on emotional exhaustion. Third, personality disorder and decrease in sense of accomplishment among burnout had effect on counterproductive work behaviors(deviate from organization, individual deviation) but emotional exhaustion did not show any effect on work behaviors(deviate from organization, individual deviation). Based on the result of analysis, implication of this study and direction of future research were suggested.

• Proceedings of the Korea Contents Association Conference
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• 2008.05a
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• pp.343-347
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• 2008

There are two kind of system in hotel for evaluating management. the first is infra system, for example Front management system - reservation system, C/I, C/O system, POS system , web system, call center management -, Back office system, interface system, and so on which manage direct control for hotel, and next is strategic system, for example BSC , CS . which is supporting hotel management. The purpose of this study was to find using the Balanced Scorecard to evaluate hotel management perfomance. Management performance is based on productivity, quality, time, effect, and responsiveness. Hotel economic value is not equal visual asset which is measured financial value. It is include hotel brand, image, customers who have good loyalty, employees who give customers special service, and systems which was affected by internal process. In conclusion, innovation, growth, internal system process, empioyee and customer have effect hotel performance. Therefore hotel has to know non-financial performance which has positively relate to financial performance.

• Quality Improvement in Health Care
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• v.7 no.1
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• pp.118-131
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• 2000

Background : A continuous healthcare quality improvement is needed to provide high quality healthcare service as well as to maintain trust in terms of satisfying the needs of the patients. Recently it also became an essential issue. in hospital management, recognized for it's competitive potentiality among healthcare organization groups. This study was conducted to analyze patient complaints and issues received by the Quality Improvement Department. Its purpose is to improve healthcare qualities within the hospital, as well as establish policies and appropriate strategies in hospital management. Method : From July 1st to September 30th of the year 1999, we analyzed all complaints and issues made by various patients and their families, which were received through 24 hour phone consultation, numerous suggestion boxes, letters and E-mails, The issues were classified into 16 different categories based on a Patient Satisfaction Assessment Tool. All data were segregated according to the departmental frequencies and their contents. To come up with for environmental and patient satisfaction improvement, all complaints or issues were communicated with hospital administrators, medical and nursing staff and employees. Comprehensive customer satisfaction activities including improving phone etiquette were discussed in Customer Satisfaction Team, CQI Team and each Department. All opportunities for improvement were implemented. Feedback actions were discussed. Results : A total of 317 cases were collected. Issues regarding parking and other accommodation facilities were most common complaints that were 14.5% of total. Issues regarding admission rooms (10.7%), admission procedures (10.7%), waiting room environment (8.8%), nurses and nurse assistants (7.6%), physicians (6.6%) and others (23%) followed. Thirteen of 45 departments received more than 8 complaints. The Nursing Department had the most complaint, receiving 9.8% of total complaints. Complaints regarding the Nursing Department were predominantly related to the environment of patient rooms. The Department of Psychiatry for phone etiquette (4.7%), Department of Otolaryngology for the nursing staff's attitude and phone etiquette (4.4%), and the Admission Department followed. As a part of efforts to improve patient satisfaction, a new parking structure was built and reallocation of the parking space was done. Renovation of other accommodation facilities were carried out by hospital administration, Monthly phone call and answering attitude survey was done by QI Department. Based on this survey we made a phone etiquette manual and distributed throughout the hospital. Compare to the last year, Patient Satisfaction Index measured by Korea Productivity Center using National Customer Satisfaction Index was improved 7 points. According to our organization's own study, we confirmed the phone etiquette was improved 11% than last year. Conclusions : Issues related to parking and other accommodation facilities ranked first followed by complaints made regarding the patient care area, the admission and cashier process, and nurses' and doctors' attitude. The Nursing and Psychiatry Departments need improvement regarding phone etiquette. Results were shared and played a vital role in policymaking and strategic planning of the hospital. It is imperative that we keep our database updated by listening to and solving the needs of each patient. The CQI activities can be achieved only by full commitment of the hospital top management supported by related personal.

• Journal of Distribution Science
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• v.11 no.6
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• pp.31-40
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• 2013

Purpose - The Northeast Asian Logistic Hub strategy was established to create a national competitive advantage in northeast Asia. Countries in this region are competing fiercely to become the central base distribution port as the volume of container shipping continues to increase due to the northeast Asian (especially Chinese) economic growth. The primary method by which shippers are improving their customer service and distribution is enhancing profits by minimizing call ports on the key route through strategic affiliations and the use of large vessels. Each nation is planning large-scale investments in the construction of sea ports that can accommodate large vessels. This paper proposes ways by which the logistical strategies of domestic corporations can keep pace with changes in government policy concerning the Northeast Asian Business Hub policy. It examines the logistics system in the Northeast Asian region, analyzes the government's Northeast Asian Business Hub policy, and suggests logistical strategies for domestic corporations through an analysis based on a questionnaire designed to grasp domestic firms' needs and goals. Research design, data and methodology - The purpose of this study is to determine how shipping companies establish partnerships with third-party logistics providers and draws out the implications of the results. The survey methods used were personal interviews and questionnaires distributed to a sample population through e-mail, fax, mail, and telephone. A total of 600 questionnaires were distributed, of which 165 were returned. Among these, ten were excluded due to insufficient content; ultimately, 155 were used for the sample. The statistical data collection process was analyzed through data coating and a statistical package program. Results - This study argues that greater flexibility in policies, administration, and systems will be needed to significantly improve established business practices. In this dissertation, we primarily identify that in order to become a center of northeast Asian logistics, Korea must adopt a new paradigm and abandon the existing systems that are based on the economic and social systems that have stemmed from bureaucracy, inflexibility, chauvinism, and equalitarianism. Flexible policies, administration, and systems will be necessary to improve business practices. Domestic corporations must establish a strategic logistics hub and related network while simultaneously pursuing value-added logistics businesses by increasing their manpower and building a logistics information system. This will strengthen their competitive edge and lead to system improvements. Conclusions - Domestic corporations must adopt a new paradigm and use more reasonable business laws, systems, and policies that are based on market-driven flexibility and transparency. Moreover, social norms and regulations should be established to help ensure political and social security. Korea must also develop a culture of tolerance for foreign companies. Finally, the paradigm defining the policy governing the development of the capital city and its satellite cities in this context must be changed.

• Journal of Korea Society of Industrial Information Systems
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• v.26 no.6
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• pp.119-133
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• 2021

Research has been conducted in many fields to identify research trends using text mining, but in the field of emotional labor, no research has been conducted using text mining to identify research trends. This study uses text mining to deeply analyze 1,465 papers at the Korea Citation Index (KCI) from 2004 to 2019 containing the subject word 'emotional labor' to understand the trend of emotional labor researches. Topics were extracted by LDA analysis, and IDM analysis was performed to confirm the proportion and similarity of the topics. Through these methods, an integrated analysis of topics was conducted considering the usefulness of topics with high similarity. The research topics are divided into 11 categories in descending order: stress of emotional labor (12.2%), emotional labor and social support (12.0%), customer service workers' emotional labor (10.9%), emotional labor and resilience (10.2%), emotional labor strategy (9.2%), call center counselor's emotional labor (9.1%), results of emotional labor (9.0%), emotional labor and job exhaustion (7.9%), emotional intelligence (7.1%), preliminary care service workers' emotional labor (6.6%), emotional labor and organizational culture (5.9%). Through topic modeling and trend analysis, the research trend of emotional labor and the academic progress are analyzed to present the direction of emotional labor research, and it is expected that a practical strategy for emotional labor can be established.