• 한국산학기술학회논문지
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• 제20권2호
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• pp.750-762
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• 2019

기업의 대고객 접점으로써 콜센터의 중요성은 커지고 있다. 하지만, 콜센터는 상담사의 지식 부족과 업무 부적응에 따른 잦은 이직으로 인해 상담사 운영이 어렵고, 이로 인한 고객 서비스 품질 저하의 문제를 안고 있다. 이에 본 연구에서는 상담사에게 업무 지식에 대한 부하를 줄이고 서비스 품질을 향상 시키기 위해 음성 인식 기술과 자연어 처리 및 질의응답을 지원하는 AI 기술과 PBX, CTI 등의 콜센터 정보시스템을 결합하여 실시간으로 상담사에게 고객의 질의 내용에 대한 답변을 제공해주는 "실시간 상담 도우미" 시스템 개발 방안에 대해 N은행 콜센터 사례를 통해 연구하였다. 사례연구 결과, 실시간 통화 분석을 위한 음성인식 시스템의 구성방안과, 질의응답 시스템의 자연어처리 성능 향상을 위한 말뭉치 구축 방안을 확인 할 수 있었으며, 특히 개체명 인식기의 경우 도메인에 맞는 말뭉치 학습 후 정확도가 31% 향상됨을 확인하였다. 또한, 상담 도우미 시스템을 적용한 후 상담 도우미의 답변에 대한 상담사들의 긍정적 피드백 비율이 93.1%로써 충분히 상담사 업무에 도움을 주고 있음을 확인하였다.

• 동아시아식생활학회지
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• 제23권4호
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• pp.508-518
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• 2013

In this study, the influence of sub-factors of Big Five personality (extraversion, agreeableness, conscientiousness, neuroticism, openness to experience) to job satisfaction and turnover intention, and mediating effect of job satisfaction between Big Five personality and turnover intention were empirically analysed. Also the relationship between job satisfaction and turnover intention was investigated. The sample of this study were customer-contact employees of restaurant among Youngnam province. 243 questionnaires were used for the empirical analyses. According to the empirical analysis results, openness to experience and conscientiousness respectively had positive influences to job satisfaction and turnover intention. Also neuroticism gave negative influence to turnover intention. Another research finding of this study was that mediating effect of job satisfaction existed in the causal relationship of 'openness to experience' and conscientiousness to turnover intention. Managerial implications of the research findings are that restaurant managers are recommended to select employees of having much of conscientiousness and 'openness to experience', and to employ those of having much of agreeableness. In the field of restaurant industry, training is very important for employees to foster these personalities, because this industry does not have environment of hiring employees of having much of these personalities. Also training can be applied to employees of having high neuroticism for minimizing their turnover intention.

• 비파괴검사학회지
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• 제21권2호
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• pp.177-181
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• 2001

광학적 비접촉 비파괴검사 방법인 ESPI, Shearography를 이용한 측정은 자동차나 항공기산업 등에서 최근 폭넓게 이용되고 있다. 빠른 측정 속도와 측정 대상의 전 영역을 한번에 측정할 수 있는 장점을 가진 Shearography를 이용한 비파괴검사 방법을 기존의 광계측법인 ESPI와 비교하였다. 또한 이러한 장점을 살려 산업현장에서 수행한 여러 가지 비파괴검사 사례를 제시하였다.

• 시스템엔지니어링학술지
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• 제4권2호
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• pp.35-43
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• 2008

Application of system engineering should be realized on necessary condition being to propel National Defense R&D Program. But, these necessity is yet not realized easily to many project managers of Defense Acquisition Program Administration(DAPA). As one person of DAPA project manager, system engineering hard to approaches easily by the word itself. There are a lot of difficult sections where should apply how. This paper established DAPA Project Manager and Acquisition Point of Contact of demand Military by main customer (reader), and wished to make understood more easily and approach system engineering application to these. Also, this paper studied project management example that scientific project management techniques of Earned Value Management(EVM) and Cost As an Independent Variable(CAIV) etc. is taken abuzz in DAPA inside by Project management technique that become reform, arc Integrated in system engineering.

• Asian Journal of Business Environment
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• 제7권3호
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• pp.33-43
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• 2017

Purpose - It is necessary to identify the level of marketing activities of the businesses that are recognized and carried out by the small and midsize businesses that have been supported by the government's small-business policy Research design, data, and methodology - The method of data analysis of this study was conducted by the researcher's acquaintances and center staffs who visited small business owners in a small - scale company operating a business. Results - It is found that the financial support part of the support programs for the small business owners is not related to the center affection among the support programs for the small business owners of the government. This is a fact-finding process that can be regarded as a forming process that has a significant effect on. As a result of the analysis, both marketing activity and center attachment were found to be possible parameters which have significant influence on business performance. Conclusions - Developing a variety of contact and customer management programs with small business owners in the field has enabled the government's policies to effectively penetrate the site, and these efforts eventually resulted in more business results for small business owners.

• 복식
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• 제67권1호
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• pp.40-55
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• 2017

The current new distribution environment provides the consumers to shop at anytime and any places by using mobile appliances. So, the companies which run the offline-store increase the contact point with the consumer by launching not only online-store but also the mobile application (app). Moreover, they are trying to operate the Omni-channel shopping environment. In order for this research to draw the direction of 'the Omni-Channel Strategy', which is about the changed distribution environment of the domestic fashion enterprise, the following steps were performed. First of all, the term related to 'Omni-Channel' is defined. And then, Example of the 'Omni-Channel' strategy and 'O2O' business in the domestic distributior were researched. Lastly, present condition of the 'Omni-Channel' strategy case of the domestic fashion industry was researched. At the result, the online-stores usually have several brands which can not represent their identities. It is suggested that each online-store according to each brand has their own characteristic identity. And The Omni-Channel strategy of the domestic fashion enterprise that is needed the connection point connecting the on-line and off-line. It is able to allure the customer to the off-line-store.

• 한국의류산업학회지
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• 제12권1호
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• pp.109-113
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• 2010

Since July 2007, the government has banned the use of the existing non-legal measurement units, and has forced us to use the unified legal measurement. Therefore, the existing clothing size unit also has been changed into centimeter dimensions from inches. However, consumers have been familiar to used to the traditional inches unit. So they have the confusion to directly survey the size table sign for clothing or to contact the employee when purchasing clothing. By the current size table sign the customers can compare the inches unit and centimeters unit, but they are difficult to see it. Therefore, there is necessary to improve the size table sign by the way that can be easy to be found and seen by consumers is given to the clothing corners. In this research, three improved size table signs were developed. And they were evaluated by the consumers in terms of preferences and awareness of them. Eventually, the best size table sign was selected. From this result, if the large-discount mart use the best improved size table sign on behalf of the current one, the problems of existing size table sign will overcome and improve customer satisfaction.

• 품질경영학회지
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• 제44권3호
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• pp.649-660
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• 2016

Purpose: The purpose of this study is to find empirical studies the causal relationship among positive defining representation, negative defining representation, surface acting, deep acting, dissatisfaction of job, and intention of job transfer. Methods: The collected data through the survey by customer satisfaction team of "A" company call center. Results: The result of this study is that emotion and behavior norm influence on deep act of expressing both positive impacts of the employees. Conclusion: Feelings of corporate representation norm is psychologically of employees that because it affects even also must facilitate the surface acts and internal acts of employees and job dissatisfaction at the same time due to emotional dissonance and emotional exhaustion and turnover are hidden on the back emotion norms in the contact department, it should be aware of the need to address the emotional problems. Companies need to develop a variety of programs with attention to addressing the emotional difficulties experienced by workers.

• 한국실내디자인학회논문집
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• 제26권6호
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• pp.62-70
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• 2017

This study has a purpose that definitize correlationship of spatial structure and sales strategies in mixed-use complexes which established in Korea since year 2000. For this purpose, this study tries to analysis spatial structure of mixed-use facilities through space syntax theory and makes an typological categorization based on their space composition. As a result of categorization, Korean mixed-use facilities can be classed as three types. First type is integrated stacking type. Second one is parallel connecting type. Third type is room to room type. According to differences between categories, their spatial structures show different meaning with different sales strategies. Integrated stacking type sales luxury brands and expensive stuffs and it also has deep and complicated structure. That means theses spaces usually make a strategy of exclusion. Parallel connecting type sales special categories and it also has shallow and easy spatial structure. That means these facilities want to make a smooth connection between apposed volumes. Room to room type sales cheap and fancy objects and it also has simple and shallow structure. That means simple spatial structure can be lead contact customer to stuffs. These results mean spatial structure have a effect on design of sales space.

• 한국조리학회지
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• 제7권2호
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• pp.195-215
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• 2001

This study is of an analysis of the kinds of influences on the subordinate variables through the adjusting variables by the independent variables which serve as the perception factor of job stress. also This study, with taking the workers for the hotel employees who are in the room, food & beverage and cook, was carried out so as to analyze deeply and throughly the stress of work they experience in doing their job and the tension incited from this stress and the strategy used for meeting this stress to grope for raising plan for the degree of satisfaction with their job of the workers for the hotel. In order for, this study ran paralled with literature study and research study, taking 615 workers who are now working in hotel. Job stress is easily negligible in hotel business not only because it is hard to identify and measure its concrete entity on account of its intangible characteristic but also because it is impossible to check physically the relationship with each direct behavior. If job stress continue, however, it can cause neglect of duty, change of occupation, deterioration of service quality and eventually aggravate the cost of a hotel business and decrease the hotel sales. Consequently, it is highly necessary to increase job satisfaction by identifying systematically and eliminating the stress factor of hotel employees in order to accomplish particularly experience unique job stress in the course of contact since they should provide the customer with their services.