• Journal of Intelligence and Information Systems
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• v.6 no.2
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• pp.99-110
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• 2000

오늘날의 기업은 상품을 판매하는 것 뿐만 아니라 기업의 신용과 이미지를 위해 그 상품에 대한 사후처리(After Service) 업무에 많은 투자를 하고 있다. 이러한 양질의 사후서비스를 고객에게 공급하기 위해서는 많은 인력을 합리적으로 관리해야 하며 요청되는 고장수리 서비스 업무의 신속한 해결을 위해 업무를 인력에게 합리적으로 배정을 해야 한다. 그러므로, 회사의 비용을 최소화하면서 정해진 시간에 요청된 작업을 처리하기 위해서는 인력들에게 작업을 배정하고 스케줄링하는 문제가 발생된다. 본 논문에서는 이러한 문제를 해결하기 위해서 화학계기의 A/S작업을 인력에게 합리적으로 배정 하는 스케줄링 시스템에 관한 연구이다. 먼저 스케줄링 모델을 HP사의 화학분석 및 시스템을 판매, 유지보수 해주는 Y사의 작업 스케줄을 분석하여 필요한 도메인과 고객서비스전략과 인력관리전략에서 제약조건을 추출하였고 여기에 스케줄링 문제를 해결하기 위한 방법으로 제약만족문제(CSP) 해결기법인 도메인 여과기법을 적용하였다. 도메인 여과기법은 제약조건에 의해 변수가 갖는 도메인의 불필요한 부분을 여과하는 것으로 제약조건과 관련되어 있는 변수의 도매인 크기가 축소되는 것이다. 또한, 스케줄링을 하는데에 있어서 비용적인 측면에서의 스케줄링방법과 고객만족도에서의 스케줄링 방법을 비교하여 가장 이상적인 해를 찾는데 트래이드오프(Trade-off)를 이용하여 최적의 해를 구했으며 실험을 통해 인력에게 더욱 효율적으로 작업들을 배정 할 수 있었고 또한, 정해진 시간에 많은 작업을 처리 할 수 있었으며 작업을 처리하는데 있어 소요되는 비용을 감소하는 결과를 얻을 수 있었다.

• 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.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.66
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• pp.285-312
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• 2015

Export and import of food, agriculture, forestry, fishery products are suffering from low growth rate due to the European financial crisis, global recession, and Japan's 2012 export expansion following the aftermath of 2011 earthquake. Upon the signing and enactment of Free Trade Agreement with the U.S. and the EU, agriculture and fishery product have become the center of attention. Agriculture and fishery was reported to be 80million dollars, 1.46% of total national export, in 2012. Starting from2000, South Korea's government began its effort to expand agriculture and fishery export and as a result, export has steadily increased despite decreased consumption led by global recession. K-Sure has started an insurance program with the purpose of promoting SME business's export. It protects SME business against risk arising from credit, emergency, bad debt, and domestic price increase. This study aims to evaluate the service quality of K-Sure's insurance program via surveying SME businesses in the agriculture and fishery industry. Also this study will identify key service factors for SME businesses and explore ways to expand SME exports of agriculture and fishery by analyzing consumer satisfaction index. Results indicated service product quality factor, service communication quality factor, and social quality factor was key to improving consumer satisfaction for SME businesses in agriculture and fishery industry. Service product quality factor had a negative effect on consumer satisfaction in term of variety and results indicated that service communication quality factor's responsiveness element had minimal impact on consumer satisfaction. Conversely, all elements for social quality factor had positive effects on consumer satisfaction. Thus, leading to the conclusion that improvements in service product quality factor and service communication quality factor will indeed increase consumer satisfaction.

• Industrial Engineering and Management Systems
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• v.4 no.2
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• pp.129-135
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• 2005

Continuous quality improvement through process refinement is a must for survival of all industries in the contemporary market place. This is true for both manufacturing and service sectors. While manufacturing has spearheaded quality efforts, the service sector has lagged behind primarily because of inherent difficulties. Customer satisfaction is perhaps the most important performance measure for service quality. There are a number of quality dimensions in service quality, such as reliability, responsiveness, assurance, empathy, and tangibles. An issue of concern is ‘how can one have a unified measure of service quality across all the dimensions?' The intent of this paper is to determine if the Analytical Hierarchy Process (AHP) method could be used to derive a single quality index. AHP is a quantitative technique that structures a multi-attribute, multi-person and multi-period problem hierarchically so that solutions are facilitated. This paper presents the development of an AHP model and the derivation of a Quality Index through it. The model is used in a hypothetical case and a quality index was developed. The advantages of using such a technique are discussed.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.4
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• pp.193-204
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• 2022

This study analyzed the degree of influence of measurement and improvement of customer satisfaction level targeting kiosk users. In modern times, due to the development of technology and the improvement of the online environment, the probability that simple labor tasks will disappear after 10 years is close to 90%. Even in domestic research, it is predicted that 'simple labor jobs' will disappear due to the influence of advanced technology with a probability of about 36%. there is. In particular, as the demand for non-face-to-face services increases due to the Corona 19 virus, which is recently spreading globally, the trend of introducing kiosks has accelerated, and the global market will grow to 83.5 billion won in 2021, showing an average annual growth rate of 8.9%. there is. However, due to the unmanned nature of these kiosks, some consumers still have difficulties in using them, and consumers who are not familiar with the use of these technologies have a negative attitude towards service co-producers due to rejection of non-face-to-face services and anxiety about service errors. Lack of understanding leads to role conflicts between sales clerks and consumers, or inequality is being created in terms of service provision and generations accustomed to using technology. In addition, since kiosk is a representative technology-based self-service industry, if the user feels uncomfortable or requires additional labor, the overall service value decreases and the growth of the kiosk industry itself can be suppressed. It is important. Therefore, interviews were conducted on the main points of direct use with actual users centered on display color scheme, text size, device design, device size, internal UI (interface), amount of information, recognition sensor (barcode, NFC, etc.), Display brightness, self-event, and reaction speed items were extracted. Afterwards, using the questionnaire, the Kano model quality attribute classification of each expected evaluation item was carried out, and Timko's customer satisfaction coefficient, which can be calculated with accurate numerical values The PCSI Index analysis was additionally performed to determine the improvement priorities by finally classifying the improvement impact of the kiosk expected evaluation items through research. As a result, the impact of improvement appears in the order of internal UI (interface), text size, recognition sensor (barcode, NFC, etc.), reaction speed, self-event, display brightness, amount of information, device size, device design, and display color scheme. Through this, we intend to contribute to a comprehensive comparison of kiosk-based research in each field and to set the direction for improvement in the venture industry.

• Industrial Engineering and Management Systems
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• v.7 no.3
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• pp.214-227
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• 2008

Today's dynamic competitiveness requires an organization to improve its performance measurement and management. Quality Management Systems (QMS) abound, the main ones being: ISO series, Malcolm Baldridge National Quality Award (MBNQA), European Forum for Quality Management (EFQM), Six Sigma Business Scorecard and the Balanced Scorecard. Based on the literature, the IPMMM (Integrated Performance Measurement and Management Model) identified 7 key synthesized factors: leadership, strategy management and policy, customer and market, learning and growth, partnership and resources, internal processes and business results that are employed to investigate the key performance indicators of a car assembler using the Delphi methodology. In the 2 rounds of Delphi panels consisting of 20 senior management personnel, the $1^{st}$ round of 198 indicators in the IPMMM yielded 90 indicators. The $2^{nd}$ round yielded 43 performance indicators with 18 rated as critical based on the % assigned in the $1^{st}$ and $2^{nd}$ priority rating of "very important factor" and "key performance indicator" that must be ranked high on both of the priorities. The very critical indicators appeared to be: defect percentage and first time capability (tie in $1^{st}$ place) and revenue, goal setting, customer satisfaction index, on-time delivery, brand image, return on investment, Claim Occurrence Ratio, and debt being ranked from $3^{rd}$ to $10^{th}$. It can be surmised that an organization can identify and develop an appropriate set of performance indicators through the Delphi methodology and implement and manage them based on the Balanced Scorecard.

• Knowledge Management Research
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• v.24 no.2
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• pp.185-209
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• 2023

The air travel industry, which had shrunk with COVID-19, is gaining wings again. Accordingly, this study investigated whether non-verbal communication factors experienced through interaction with airline flight attendants for passengers who have traveled abroad within the past year through domestic airlines affect customer engagement and brand intimacy. A total of 285 samples were collected, and SPSS 28 and AMOS 26 programs were used to verify the reliability and validity of the research tool, the suitability of the model, and hypotheses. As a result of the empirical study analysis, it was confirmed that Paralanguage and Proxemics in non-verbal communication of flight attendants had a significant effect on customer engagement. Although it is different from the results of previous studies following changes in perspective after COVID-19, it once again confirmed the importance of airline crew communication in providing face-to-face services at the interface with passengers. In order to induce customer engagement, which is a new customer satisfaction management index. In addition, it was confirmed that customer engagement has a significant effect on brand intimacy. These results support the view that it is necessary to establish new customer management indicators of emotion and relationship marketing in the existing marketing centered on price reduction or securing loyalty. It was confirmed that interactions with flight attendants can contribute to customer engagement, and these results have important implications for those working in the air transportation industry.

• (The) Korean Journal of Advertising
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• v.27 no.4
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• pp.71-90
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• 2016

Managers of firms often wonder whether advertising expenditure is a mere expense or an investment with foreseeable future returns. When top management makes a decision on the level of advertising expense, it must consider whether an increase in advertising spending will positively affect brand loyalty and the increased brand loyalty will positively affect profitability and firm value. We investigate the industry-specific effects of advertising spending on marketing and the effect of loyalty on financial performances using top companies in Korea, specifically, 184 firms' data from year 1998 to 2014. The empirical results of a fixed effect model indicate that the effects of advertising on customer satisfaction index and loyalty on the firms' financial performance are positive. In service industry, unlike manufacturing industry, advertising has a significantly positive effect Brand Loyalty. In addition, Brand Loyalty had positive impacts on ROA and ROE as profitability index, and Tobin's q, a market-value index. The research results suggest that advertising in service industry should be considered as customer satisfaction investment and the increased Brand Loyalty as a profit for present and a business investment for the future respectively.

• International Commerce and Information Review
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• v.19 no.1
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• pp.213-234
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• 2017

This study analyzed valid samples of 707 units collected by conducting paper and online surveys on the Korean, the Chinese, the American, and the Japanese. The result showed that a significant causal relationship exists between power distance and pull motivation as well as collectivism and push motivation, which led to a conclusion that developing travel packages that can strengthen bonding of fraternal societies through various events and attractions is effective for respondents from Asian countries. On the other hand, Americans turned out to prefer practical plans, which could provide individual's needs and preferences, for example, a self-healing package. This study, using a simple survey, may have a limitation in that it does not allow the participants to express their opinions. However, the study is meaningful that it made a theoretical contribution utilizing Hofstede's cultural dimensions index, two types of motivation, and theories of customer satisfaction and revisit intention. It also has a practical implication in that it proposes the most optimal and applicable overseas travel marketing strategy by comparing cultural traits of each country.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.2
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• pp.41-50
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• 2017

The purpose of this paper is to improve the service tree analysis introduced recently by Geum et al. [15]. Service tree analysis structures the service based on the customer participation perspective and provides a qualitative analysis method categorizing the service elements on the basis of its impact to top service. This paper attempts to apply the concept of reliability importance to the service tree analysis as a perspective of quantitative analysis, which is considered little in Geum et al. [15]. Reliability importance is a measure of the structural impact of the components that make up the system on the system lifetime in reliability engineering field and often used in fault tree analysis. We transform the reliability importance into service importance in accordance with service tree analysis, so that the influence of service elements on the service can be judged and compared. The service importance is defined as the amount of change of the service according to the change of the service element, therefore, it can be utilized as an index for determining a service element for service improvement. In addition, as an index for paired service elements, the relationship between the two service components can be measured by joint service importance. This paper introduces conceptual changes in the process of applying reliability importance to service analysis, and shows how to use the service importance for identifying the priority of service element for the final service and improving customer satisfaction through an example. By using the service importance and joint service importance in service tree analysis, it is possible to make efficient decision making in the process of determining the service elements for analyzing and improving the service.