• Title/Summary/Keyword: Customer Relationship Management System

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Relationship between Changes of Patient Safety & Medical Service Quality and Changes of Management Activity after Medical Institution Accreditation: Mental Hospitals and Geriatric Hospitals (의료기관 인증 후 환자안전 및 질 관리 변화와 경영활동 변화 간의 관계: 정신병원과 요양병원 대상)

  • Lee, Young-Hwan;Lim, Jung-Do
    • The Journal of the Korea Contents Association
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    • v.15 no.1
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    • pp.286-299
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    • 2015
  • This study was to investigate the relationship between safety & quality management changes of patient and changes in management activities based on hospital workers in five mental hospitals and five geriatric hospitals which should be required medical certifying authorities. As a result of the research study, participation whether or not of certification service of mental hospital & geriatric hospital workers was positive correlation to improve change of 'Performance level of Safety Activities for the patient' 'Provide the High Quality Medical Service for the patient' 'Respect the Rights and Responsibility of the patient' 'Performance level of Infection Control Activities' out of contents of Patient Safety & Medical Service Quality. Also developmental changes of Safety Activities for the patient Hospital Quality for the patient Rights and Responsibility of the patient out of contents of Patient Safety & Medical Service Quality need to the Capacity Management Activities through Education and training, and Medical System & Evaluation of Management Provide the High Quality Medical Service for the patient out of contents of Patient Safety & Medical Service Quality need to the need to the Customer Orientation Process.

A Study on the Improvement of MyLibrary Service in Academic Libraries Using the CRM (대학도서관에서의 CRM을 이용한 MyLibrary서비스개선 연구)

  • Cho, In-Sook;Ha, Nu-Ri
    • Journal of the Korean BIBLIA Society for library and Information Science
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    • v.22 no.2
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    • pp.63-79
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    • 2011
  • This study tried to provide users with customized services by applying the CRM theory of the MyLibrary functions of the academic library system. The first data were collected through documentary survey and homepage survey, and case study of domestic and overseas college libraries was performed and 3 systems among academic library systems were selected to conduct a survey with their librarians and users of the academic libraries. It was found that librarians in charge of each function of services didn't much utilize information data of users created in the MyLibrary functions. As for an improvement method, it was suggested that systematic management to raise recognition on CRM and utilize it as feedback data is required in order to provide high quality services as well as customized information services to users based on data created in MyLibrary.

An Integrated Data Mining Model for Customer Relationship Management (고객관계관리를 위한 통합 데이터마이닝 모형 연구)

  • Song, In-Young;Yi, Tae-Seok;Shin, Ki-Jeong;Kim, Kyung-Chang
    • Journal of Intelligence and Information Systems
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    • v.13 no.3
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    • pp.83-99
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    • 2007
  • Nowadays, the advancement of digital information technology resulting in the increased interest of the management and the use of information has given stimulus to the research on the use and management of information. In this paper, we propose an integrated data mining model that can provide the necessary information and interface to users of scientific information portal service according to their respective classification groups. The integrated model classifies users from log files automatically collected by the web server based on users' behavioral patterns. By classifying the existing users of the web site, which provides information service, and analyzing their patterns, we proposed a web site utilization methodology that provides dynamic interface and user oriented site operating policy. In addition, we believe that our research can provide continuous web site user support, as well as provide information service according to user classification groups.

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Inland Logistics Forwarding System based on Supply Chain Management : ILOF (공급사슬기반의 육상물류중개시스템 개발에 관한 연구)

  • 박남규;최형림;김현수;박영재;손형수
    • Journal of Information Technology Application
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    • v.3 no.2
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    • pp.67-82
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    • 2001
  • The ILOF project addresses the needs of logistics industrial organizations to reduce information processing time, improve added and residual value of information and reduce processing and transportation costs. It deals with the information supply chain information systems shared by vertical partner as important entity, whose performance and optimization very significantly affects the efficiency and performance of logistics industries. This paper deals with logistics information exchange systems based on supply chain management, focusing on sharing database and processes between partners such as shipper, logistics broker, transportation company, shipping company etc., for smoothing the information flow, enhancing consumer service and reducing communication fee and labour costs. The significance of contribution of this research is the provision of a model for logistics information exchange including entity relationship diagram, data flow diagram and functions which is able to facilitate the formulation of a customer driven supply chain information network, there by enhancing the competitive edge of companies in logistics industries on local and global basis.

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The Study of Recovering trust and Rebuilding Loyalty on Applications services in SmartPhone: Focusing on Service Type (스마트폰 앱에서 서비스 유형에 따른 신뢰 회복 및 로열티 재구축에 대한 연구)

  • Choi, Hun;Choi, Yoo-Jung
    • Management & Information Systems Review
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    • v.33 no.1
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    • pp.65-81
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    • 2014
  • Although the study of IT services has increased in recent years, few study have focused on trust based recovery process. Additionally, users of IT services have different use purpose depending on service type. Therefore, the purposes of this research is to propose trust recovery model of smartphone applications and to examine the moderating effect of service type on the use of smartphone applications. To achieve research purposes, we suggested service failure type using the scenario technique and empirically verified by conducting survey. The results showed that the procedural justice and interpersonal justice have influence on trust and trust had an effect on the all quality factors (system, information, service quality). Also, information quality and service quality had an effect on the customer loyalty. Finally, service type had significant moderating effects on the relationship between perceived justice and quality.

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An Empirical Study on the Determinants of Supply Chain Management Systems Success from Vendor's Perspective (참여자관점에서 공급사슬관리 시스템의 성공에 영향을 미치는 요인에 관한 실증연구)

  • Kang, Sung-Bae;Moon, Tae-Soo;Chung, Yoon
    • Asia pacific journal of information systems
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    • v.20 no.3
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    • pp.139-166
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    • 2010
  • The supply chain management (SCM) systems have emerged as strong managerial tools for manufacturing firms in enhancing competitive strength. Despite of large investments in the SCM systems, many companies are not fully realizing the promised benefits from the systems. A review of literature on adoption, implementation and success factor of IOS (inter-organization systems), EDI (electronic data interchange) systems, shows that this issue has been examined from multiple theoretic perspectives. And many researchers have attempted to identify the factors which influence the success of system implementation. However, the existing studies have two drawbacks in revealing the determinants of systems implementation success. First, previous researches raise questions as to the appropriateness of research subjects selected. Most SCM systems are operating in the form of private industrial networks, where the participants of the systems consist of two distinct groups: focus companies and vendors. The focus companies are the primary actors in developing and operating the systems, while vendors are passive participants which are connected to the system in order to supply raw materials and parts to the focus companies. Under the circumstance, there are three ways in selecting the research subjects; focus companies only, vendors only, or two parties grouped together. It is hard to find researches that use the focus companies exclusively as the subjects probably due to the insufficient sample size for statistic analysis. Most researches have been conducted using the data collected from both groups. We argue that the SCM success factors cannot be correctly indentified in this case. The focus companies and the vendors are in different positions in many areas regarding the system implementation: firm size, managerial resources, bargaining power, organizational maturity, and etc. There are no obvious reasons to believe that the success factors of the two groups are identical. Grouping the two groups also raises questions on measuring the system success. The benefits from utilizing the systems may not be commonly distributed to the two groups. One group's benefits might be realized at the expenses of the other group considering the situation where vendors participating in SCM systems are under continuous pressures from the focus companies with respect to prices, quality, and delivery time. Therefore, by combining the system outcomes of both groups we cannot measure the system benefits obtained by each group correctly. Second, the measures of system success adopted in the previous researches have shortcoming in measuring the SCM success. User satisfaction, system utilization, and user attitudes toward the systems are most commonly used success measures in the existing studies. These measures have been developed as proxy variables in the studies of decision support systems (DSS) where the contribution of the systems to the organization performance is very difficult to measure. Unlike the DSS, the SCM systems have more specific goals, such as cost saving, inventory reduction, quality improvement, rapid time, and higher customer service. We maintain that more specific measures can be developed instead of proxy variables in order to measure the system benefits correctly. The purpose of this study is to find the determinants of SCM systems success in the perspective of vendor companies. In developing the research model, we have focused on selecting the success factors appropriate for the vendors through reviewing past researches and on developing more accurate success measures. The variables can be classified into following: technological, organizational, and environmental factors on the basis of TOE (Technology-Organization-Environment) framework. The model consists of three independent variables (competition intensity, top management support, and information system maturity), one mediating variable (collaboration), one moderating variable (government support), and a dependent variable (system success). The systems success measures have been developed to reflect the operational benefits of the SCM systems; improvement in planning and analysis capabilities, faster throughput, cost reduction, task integration, and improved product and customer service. The model has been validated using the survey data collected from 122 vendors participating in the SCM systems in Korea. To test for mediation, one should estimate the hierarchical regression analysis on the collaboration. And moderating effect analysis should estimate the moderated multiple regression, examines the effect of the government support. The result shows that information system maturity and top management support are the most important determinants of SCM system success. Supply chain technologies that standardize data formats and enhance information sharing may be adopted by supply chain leader organization because of the influence of focal company in the private industrial networks in order to streamline transactions and improve inter-organization communication. Specially, the need to develop and sustain an information system maturity will provide the focus and purpose to successfully overcome information system obstacles and resistance to innovation diffusion within the supply chain network organization. The support of top management will help focus efforts toward the realization of inter-organizational benefits and lend credibility to functional managers responsible for its implementation. The active involvement, vision, and direction of high level executives provide the impetus needed to sustain the implementation of SCM. The quality of collaboration relationships also is positively related to outcome variable. Collaboration variable is found to have a mediation effect between on influencing factors and implementation success. Higher levels of inter-organizational collaboration behaviors such as shared planning and flexibility in coordinating activities were found to be strongly linked to the vendors trust in the supply chain network. Government support moderates the effect of the IS maturity, competitive intensity, top management support on collaboration and implementation success of SCM. In general, the vendor companies face substantially greater risks in SCM implementation than the larger companies do because of severe constraints on financial and human resources and limited education on SCM systems. Besides resources, Vendors generally lack computer experience and do not have sufficient internal SCM expertise. For these reasons, government supports may establish requirements for firms doing business with the government or provide incentives to adopt, implementation SCM or practices. Government support provides significant improvements in implementation success of SCM when IS maturity, competitive intensity, top management support and collaboration are low. The environmental characteristic of competition intensity has no direct effect on vendor perspective of SCM system success. But, vendors facing above average competition intensity will have a greater need for changing technology. This suggests that companies trying to implement SCM systems should set up compatible supply chain networks and a high-quality collaboration relationship for implementation and performance.

Design and Implementation of personalized recommendation system using Case-based Reasoning Technique (사례기반추론 기법을 이용한 개인화된 추천시스템 설계 및 구현)

  • Kim, Young-Ji;Mun, Hyeon-Jeong;Ok, Soo-Ho;Woo, Yong-Tae
    • The KIPS Transactions:PartD
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    • v.9D no.6
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    • pp.1009-1016
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    • 2002
  • We design and implement a new case-based recommender system using implicit rating information for a digital content site. Our system consists of the User Profile Generation module, the Similarity Evaluation and Recommendation module, and the Personalized Mailing module. In the User Profile Generation Module, we define intra-attribute and inter-attribute weight deriver from own's past interests of a user stored in the access logs to extract individual preferences for a content. A new similarity function is presented in the Similarity Evaluation and Recommendation Module to estimate similarities between new items set and the user profile. The Personalized Mailing Module sends individual recommended mails that are transformed into platform-independent XML document format to users. To verify the efficiency of our system, we have performed experimental comparisons between the proposed model and the collaborative filtering technique by mean absolute error (MAE) and receiver operating characteristic (ROC) values. The results show that the proposed model is more efficient than the traditional collaborative filtering technique.

He Effects of Utilization Ability of FIS on the Intention of CRM Implementation (프랜차이징정보시스템 활용 능력이 CRM구축 의도에 미치는 영향)

  • Cho, Yong-Kil
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.9 no.2
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    • pp.523-528
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    • 2008
  • Franchising is a business sector which can be enlarged to a large scale in retailing business. Franchising has expanded its realm of business into realestate business and education business, starting from hospitality business. In franchising, the management of customers is a critical issue, so many franchising companies actively implement the CRM system to improve customer relationship. Therefore, this research focuses on the intention of franchising companies about the implementation of the CRM system. The information system used for managing franchising business is defined as Franchising Information Systems(FIS). In this research, the impact of technological level, educational level and utilization strategy of FIS on the ability of FIS use were analyzed. In addition, the impact of the ability of FIS use on the intention of franchising companies about the implementation of the CRM system was analyzed. The results from the research reveal that the utilization strategy of FIS does not affect the ability of FIS use, but technological level and educational level have an effect on the ability of FIS use. The ability of FIS use has influence on the intention of franchising companies about the implementation of the CRM system.

The Impact on the Business Performance of CRM System -Using the Balanced Scorecard- (고객관계관리(CRM) 시스템이 경영성과에 미치는 영향 -균형성과표(BSC)를 활용한 성과측정-)

  • Lee, Jae-Sik
    • Management & Information Systems Review
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    • v.29 no.3
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    • pp.97-121
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    • 2010
  • Many enterprises introduce CRM as a new process accessible to customers. And BSC forces managers to focus on balanced measures of business performance that are most critical. The purpose of this study is to find out the determinants of CRM adoption through the analysis which examine the relationship among the key success factors, and business performance using the BSC perspective. This study also gives the suggestion for the effective CRM implementation in the korean companies. This study has been conducted using the data collected from 115 companies implementing CRM. By analyses of the questionnaires, empirical results shows that the implementation of CRM has positive effect on business performance with 4 perspectives of BSC. The contribution of this study is that it provides a conceptual framework and empirical evidence of the causal relationship between key success factors, and business performance with 4 perspectives of BSC concept. This study showed that more consideration are essential to obtain balanced business performance for companies with CRM adoption plan.

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The Effect of Corporate Social Responsibility on Corporate Trust and Purchase Intention (기업의 사회적 책임 속성이 기업 신뢰와 구매 의도에 미치는 영향)

  • Nam, Hyun-Dong;Nam, Taewoo
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.43 no.3
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    • pp.243-253
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    • 2020
  • As economic profits and social influences of firms grow with economic development and their organizational expansion, consumers increasingly require firms to have their social responsibility. Because social responsibility strongly influences corporate reliability, consumers' intention to purchase, customer loyalty to the products and the recognition of an ethical firm have gained attention as a concept of strategical importance. The prosperity of society should be proceeded for the sustainable development of a firm and the necessity of social responsibility should be emphasized to achieve virtuous circle structure that promotes growth. Additionally, the social responsibility should be proceeded to form trust on a firm. It is very important to change the recognition of consumers to purchase products and increase the profit of a company. This study aims to analyze how social responsibility properties of firms (economic, ethical, discretionary, and legal aspects as low-level factors of social responsibility which Carroll (1979) defined) affect corporate reliability and purchase intention. The analysis found that consumers trust in firms are positively influenced by ethical responsibility (0.391), economic responsibility (0.293), legal responsibility (0.251), and discretionary responsibility (0.248). The relationship between sub-factor of social responsibility and purchase intention is not significantly influenced by other explanatory variables. Corporate trust exerts a direct influence on purchase Intention (0.456). The social responsibility of a firm didn't influence a direct purchase intention. It was found that it brought positive effect on the purchase intention in the course of forming trust. This study suggests that firms should make efforts to understand the relationship between corporate trust and purchase intention along with the characteristics of social responsibility that consumers recognize and improve management strategies for mutual complementary interests.