• 유통과학연구
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• 제7권2호
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• pp.45-61
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• 2009

서비스 기업에서 이루어지는 서비스는 그 특성상 대기가 발생할 수밖에 없다. 그리고 이러한 대기는 고객의 서비스 품질이나 고객만족에 부정적 요인으로 작용하고 기업의 경쟁력을 약화시키는 원인이 된다. 이를 위해 고객의 서비스 대기 영향요인을 병원서비스 이용목적 고객별로 분류하여 그 차이를 분석하고, 고객의 지각된 서비스 대기에 영향을 미치는 요인으로 새롭게 고객만족을 추가하여 분석하였다. 분석결과 질병치료의 고객과 질병예방을 위한 건강검진을 목적으로 병원을 방문하는 고객 간에는 서비스 이용에 대한 대기비용과 거래의 중요도에서 유의한 차이를 보이고 있었다. 또한 대기시간에 유의한 영향을 미치는 변수는 대기비용, 지속성, 거래중요도 등도 확인할 수 있었지만, 본 연구에서 도출한 고객만족이 대기시간에 영향을 미치는 주요한 변수라는 사실은 기존 연구에서 다루지 않은 내용으로 실질적인 고객의 지각된 대기시간을 관리하는데 시사하는 바가 있다고 판단한다.

• International Journal of Reliability and Applications
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• 제3권4호
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• pp.165-171
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• 2002

An optimization of the M/M/1 queue with impatient customers is studied. The impatient customer does not enter the system if his or her virtual waiting time exceeds the threshold K ＞ 0. After assigning three costs to the system, a cost proportional to the virtual waiting time, a penalty to each impatient customer, and also a penalty to each unit of the idle period of the server, we show that there exists a threshold K which minimizes the long-run average cost per unit time.

• 경영과학
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• 제25권2호
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• pp.57-71
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• 2008

We study factors that affect consumers' switching behaviors among service providers in Korean mobile telecommunications service market. For empirical analysis, quarterly time series data from the first quarter of 2004 through the second quarter of 2007 were used. We chose the number of switchers to each mobile service provider in each quarter as dependent variables. Independent variables include acquisition costs per subscriber, which play the role of subsidy to mobile handset, switching costs, time trend, structural change effect, and waiting demand effects. Through the empirical analysis, we found that each provider's churn-in customers are affected by different factors. Specifically, the number of churn-in customers into SK Telecom is explained mainly by SK Telecom's customer acquisition costs and waiting demand from KTF, while the number of customers switching into KTF is better explained by switching costs from the previous service provider and waiting demand from SK Telecom. Those who chose LG Telecom as their new provider, on the other hand, were mainly attracted by LG Telecom's high subscriber acquisition cost.

• 한국멀티미디어학회논문지
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• 제18권8호
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• pp.968-979
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• 2015

In this paper, we study a vibration bell App which shows waiting sequence numbers by utilizing smartphones to solve an inconveniently long waiting time from ordering to getting foods in restaurants and coffee shops. Unlike existing independently developed hardware and software, the vibration bell App is developed to manage and integrate customer management service, POS service in shops, and group shop management services. The functions of the vibration bell App include two-way communications based on NFC- issuing waiting sequence numbers and electronic coupon, showing event information, and transferring user information. Furthermore, the user's personal information is minimized by recognizing the pre-existing information of the user's smartphone. Replacing the shop's vibration bell system with the vibration bell APP, the shops can reduce the cost of construction and maintenance by up to 1/10, compared to the cost of for existing vibration bell systems. Moreover, the customer's preference and current sales trend can be easily figured out. Thus, it will have a great effect on the future marketing strategies.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2008년도 추계학술대회 논문집
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• pp.1881-1888
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• 2008

As the ticket issuing methods have been diversified for the convenience of the passengers such as ticketless service(SMS ticket, e-ticket, home ticket), automatic ticket issuing machine and consignment ticket sale, maintaining the current number of ticket booth has been becoming a issue. Too many booth can cause the inefficiency of the cost of labor. According to the Charter of Customer Service of Korail, on the other hand, 95% of passengers have to purchase a train ticket within 5 minutes. This study was designed to present a decision making model for the optimum number of ticket booth which can affect an efficient operation of train station and improvement of customer convenience. And, this paper shows the proper manpower of ticket booth and the change of customer waiting time by analyzing the arrival and ticket issuing time of passengers based on 'Queueing Theory'. However, it is insufficient to be generalized due to some limitations of analysis. This study will contribute to improve customer satisfaction by reducing the waiting time at the ticket booth. In addition, presenting the optimum number of booth is expected to have an effect on the increase of productivity and cost savings.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2005년도 추계학술대회
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• pp.511-515
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• 2005

기업은 고객이 원하는 시기에 원하는 제품을 구매할 수 있도록 항상 준비가 되어 있어야 한다. 고객의 수요를 만족시키기 위하여 기업은 다양한 수요예측방법을 통하여 적절한 재고 수준과 수요예측을 하고 있다. 제조 기업의 경우에는 다른 산업에 비하여 정확한 수요예측과 낮은 재고 수준의 유지가 비용과 직접적인 연관이 있기 때문에 제조 기업은 경제적인 주문량 결정(Economic Order Quantity: EOQ)이 매우 중요한 문제이다. 주문량을 결정하는 방법에는 여러 가지가 있지만, 본 논문에서는 고객 지연을 방지하기 위하여 경제적 주문량 결정에 고객 지연과 관련된 비용을 포함시키는 것은 물론 고객 지연이라는 상황을 방지하는 노력의 한 방법으로 가격 할인(discount system)을 이용하고자 한다. 가격 할인을 이용하여 고객으로 하여금 빠른 주문을 유도하고 그로 인하여 고객 지연 상황의 발생을 줄여보려고 한다.

• 산업경영시스템학회지
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• 제29권3호
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• pp.70-78
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• 2006

제조업에서는 보다 합리적으로 생산량을 결정함으로써 고객에 대한 납기 준수는 물론, 기업 내부의 비용을 감소시키기 위한 노력을 끊임없이 하고 있다. 합리적인 생산량의 결정은 기업 내적으로는 낭비를 제거하고, 생산 흐름의 안정성을 유지하여 주며, 기업 외적으로는 공급사슬 전체의 자재흐름을 원활히 해주고 고객의 기호 변화에 빠르게 대처할 수 있도록 한다. 이에 본 논문은 보다 높은 고객 만족도와 비용의 절감을 위해서 재고 유지비용과 생산준비비용만을 고려하는 기존의 생산량 결정 모형에 고객의 대기 비용을 추가한 다품목 경제적 생산량 모델을 제시하였다.

• 산업경영시스템학회지
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• 제38권1호
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• pp.21-29
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• 2015

A steady-state controllable M/G/1 queueing model operating under the {T:Min(T,N)} policy is considered where the {T:Min(T,N)} policy is defined as the next busy period will be initiated either after T time units elapsed from the end of the previous busy period if at least one customer arrives at the system during that time period, or after T time units elapsed without a customer' arrival, the time instant when Nth customer arrives at the system or T time units elapsed with at least one customer arrives at the system whichever comes first. After deriving the necessary system characteristics including the expected number of customers in the system, the expected length of busy period and so on, the total expected cost function per unit time for the system operation is constructed to determine the optimal operating policy. To do so, the cost elements associated with such system characteristics including the customers' waiting cost in the system and the server's removal and activating cost are defined. Then, procedures to determine the optimal values of the decision variables included in the operating policy are provided based on minimizing the total expected cost function per unit time to operate the queueing system under considerations.

• 산업공학
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• 제14권4호
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• pp.365-373
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• 2001

It is discussed how to determine time windows for pickups and deliveries, which have been assumed to be given in all most of previous studies on traveling salesman problems with time window, vehicle routing problems with time window, vehicle scheduling and dispatching problems, and so on. First, time windows are classified into four models (DR, DA, AR, and AA) by customers‘ polices. For each model, it is shown how a time window is related to various cost terms of suppliers and customers. Under the assumption of collaborative supplier-customer relationship, an integrated cost model for both supplier and customer is constructed for determining boundaries of time windows. The cost models in this paper consists of cost terms that depend on waiting time, early arrival time, late arrival time, and rejection of receipt. A numerical example is provided and results of the sensitivity analysis for some parameters are also provided to help intuitive understanding about the characteristics of the suggested models.

• 산업경영시스템학회지
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• 제37권1호
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• pp.96-103
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• 2014

A steady-state controllable M/G/1 queueing model operating under the (TN) policy is considered where the (TN) policy is defined as the next busy period will be initiated either after T time units elapsed from the end of the previous busy period if at least one customer arrives at the system during that time period, or the time instant when Nth customer arrives at the system after T time units elapsed without customers' arrivals during that time period. After deriving the necessary system characteristics such as the expected number of customers in the system, the expected length of busy period and so on, the total expected cost function per unit time in the system operation is constructed to determine the optimal operating policy. To do so, the cost elements associated with such system characteristics including the customers' waiting cost in the system and the server's removal and activating cost are defined. Then, the optimal values of the decision variables included in the operating policies are determined by minimizing the total expected cost function per unit time to operate the system under consideration.