• 제목/요약/키워드: Customer-Oriented Quality

검색결과 176건 처리시간 0.022초

비즈니스 서비스간의 오류 정제를 위한 데이터 제약조건 자동 설정 기법 (An Automatic Setting Method of Data Constraints for Cleansing Data Errors between Business Services)

  • 이정원
    • 한국컴퓨터정보학회논문지
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    • 제14권3호
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    • pp.161-171
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    • 2009
  • 본 논문에서는 SOA(Service-Oriented Architecture)를 기반으로 서비스간에 상호 작용하는 데이터의 품질 관리를 위한 오류 정제 서비스를 대상으로 데이터 제약조건 설정 시 인간 개입을 최소화하기 위한 기법을 제안한다. 단, 실세계에서 통용되는 일반적인 데이터를 모두 다루는 것은 불가능하므로 비즈니스 도메인에서 자주 사용되는 CRM(Customer Relationship Management)과 ERP(Enterprise Resource Planning) 서비스와 같이 고객 주문 정보 및 처리에 관련된 데이터를 대상으로 한다. 이를 위해, 컴포지션 되는 서비스간의 상호 작용하는 데이터를 의미적으로 확장하여 확장-엘리먼트 벡터를 생성하고 이를 기반으로 의사결정 트리(decision tree) 학습 방법을 적용하여 제약조건 설정을 자동화하기 위한 규칙 기반 시스템을 구축한다. 이 시스템을 오류정제 서비스에 삽입한 결과, 비즈니스 분야의 공개된 서비스로부터 데이터 학습을 통해 제약조건 설정을 41% 넘게 자동화 할 수 있음을 보였다.

QFD 최적화에서 퍼지 넘버의 이용 (Using Fuzzy Numbers in Quality Function Deployment Optimization)

  • 유재욱
    • 산업경영시스템학회지
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    • 제39권2호
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    • pp.138-149
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    • 2016
  • Quality function deployment (QFD) is a widely adopted customer-oriented product development methodology by translating customer requirements (CRs) into technical attributes (TAs), and subsequently into parts characteristics, process plans, and manufacturing operations. A main activity in QFD planning process is the determination of the target levels of TAs of a product so as to achieve a high level of customer satisfaction using the data or information included in the houses of quality (HoQ). Gathering the information or data for a HoQ may involve various inputs in the form of linguistic data which are inherently vague, or human perception, judgement and evaluation for the information and data. This research focuses on how to deal with this kind of impreciseness in QFD optimization. In this paper, it is assumed as more realistic situation that the values of TAs are taken as discrete, which means each TA has a few alternatives, as well as the customer satisfaction level acquired by each alternative of TAs and related cost are determined based on subjective or imprecise information and/or data. To handle these imprecise information and/or data, an approach using some basic definitions of fuzzy sets and the signed distance method for ranking fuzzy numbers is proposed. An example of a washing machine under two-segment market is provided for illustrating the proposed approach, and in this example, the difference between the optimal solution from the fuzzy model and that from the crisp model is compared as well as the advantage of using the fuzzy model is drawn.

100PPM품질혁신활동의 발전방향에 관한 연구 (Study on the Progressive Direction of 100PPM Quality Renovation)

  • 구일섭;임익성;김태성
    • 품질경영학회지
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    • 제28권2호
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    • pp.147-160
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    • 2000
  • An objective of the 100PPM Quality Renovation, which is settled as the Korea quality renovation activity as well as the form of customer-oriented management renovation climate, is strengthening an enterprise competitiveness by worldwide quality insurance. In long-term, the 21 century's quality problem would not be effective without synthetic approach from the view point of management strategy. Another method to obtain the quality ascendancy could be an strategic application of, manufacturing function. In this research, the progressive direction for an effective approach to the 100PPM Quality Renovation is examined through the interpretation of process capability index. Finally, the deployment direction of quality renovation activity is searched.

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제품-서비스 시스템 개발을 위한 객체 지향 설계 프레임워크 개발 (An Object-Oriented Design Framework for Developing Product-Service Systems)

  • 오형술;문승기
    • 산업경영시스템학회지
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    • 제38권4호
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    • pp.168-176
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    • 2015
  • Trends of integrating products and services lead to the emergence of Product-Service System (PSS). To implement and embody a PSS solution in new product development, a comprehensive design framework is allowed designers to facilitate the design factors of the PSS in complex business environments. A physical product, containing functionalities for services, is the role of medium between customers and a manufactures. Customers can access those metaphysical interfaces to utilize the product fully or expand its performances. The PSS is aiming to prolong its lifecycle while maintaining its expected quality. Since the quality can be represented as a measure which belongs to user's perspective, guaranteeing certain level of quality can be interpreted to sustaining customer satisfaction. The objective of this paper is to propose a PSS design framework to identify design factors for developing products and services by integrating object-oriented concepts and blueprinting in context of a business ecosystem. The proposed model is developed based on relationship products and services matching with their design factors. The products and the services are then brought together to form a PSS. Functions and processes can be categorized to identify the design factors in different levels using the object-oriented concepts. Objected-oriented concepts provide PSS analysis tools for describing a business process or a workflow process in the PSS. The blueprint is used to identify the relationships between the products functions and the service processes that are offered as part of a job. To demonstrate of the effectiveness of the proposed model, we use a case study involving a smart phone.

의사의 커뮤니케이션 스타일과 질, 의사-환자관계 유형에 따른 환자만족 요인 (Influence of Physician's Communication Style and Quality, and Physician-Patient Relationship on Patient Satisfaction)

  • 임지혜;이기효;백수경
    • 한국병원경영학회지
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    • 제14권3호
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    • pp.83-103
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    • 2009
  • The main objective of this study is to investigate the influence of physician's communication styles and quality, and physician-patient relationship on patient satisfaction for improving physician's communication which is one of factors determining service quality in health care services, and providing the suggestion for building the positive physician-patient relationship. Data were collected from 341 inpatients in 13 general hospitals and university hospitals located in Busan Metropolitan City and Kyeongsang-do area using structured self-administered questionnaires. Major results of the empirical analysis are as follows; First, mutual-opened-cooperative physician-patient relationship, patient's communication receptive attitude, patient-oriented physician's communication style, and quality were significantly varied by respondents' characteristics such as age, consensual, job, and income. Second, empathy, patient's communication receptive attitude, physician-patient relationship, and patient satisfaction were significantly varied by respondents' medical-related conditions. Third, there was a significant correlation between active communication receptive attitude of patient and mutual-opened-cooperative physician-patient relationship. Fourth, patient-oriented physician's communication style and physician-patient relationship were found to have positive influence on total communication quality and effectiveness and empathy facet of communication quality both. Finally, patient-oriented physician's communication style, empathy, active communication receptive attitude of patient, and mutual-opened-cooperative physician-patient relationship were found to have positive influence on patient satisfaction. This research findings suggest that putting emphasis on effective physician's communication and enhancing positive physician-patient relationship are crucial for marketing activities and customer satisfaction management in health care settings.

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내부서비스품질 측정 도구의 신뢰성 및 타당성 분석 (Replication of Internal Service Quality Battery : The Assessment of Its Reliability and Validity)

  • 강기두
    • 품질경영학회지
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    • 제34권2호
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    • pp.77-97
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    • 2006
  • Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. While previous studies have attempted to develop the instrument assessing the internal service quality, ISQB(internal service Quality battery) developed by Kang et al.(2002), compared to other instruments have received some attention given its rigorous approach to measure the internal service quality. However, it has been noted that the validity of ISQB does not appear to be thoroughly examined while the reliability of the instrument seems to be secured. The current study attempts to readdress the psychometric properties of ISQB through the replication of the instrument. The empirical testing including confirmatory factor analysis and correlational analyses show that the instrument is reliable and valid in terms of its discriminant and nomological validity.

진주지역 약선요리 선택속성이 고객만족과 구매태도에 미치는 영향에 관한 연구 (Effects of Selection Attributes of Medicinal Food on Customer Satisfaction and Purchase Attitude in Jinju Area)

  • 이지용;김경묘;황영정
    • 한국조리학회지
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    • 제19권4호
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    • pp.268-278
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    • 2013
  • 본 연구는 진주지역 소비자들의 약선요리 선택속성이 고객만족과 구매태도에 미치는 영향을 살펴보고자 하였다. 실증분석을 위해 총 300부의 설문지를 배부하여 252부의 자료를 표본자료로 사용하였으며 자료처리는 SPSS WIN 20.0 통계패키지를 이용하였다. 연구결과 첫째, 약선요리 선택속성은 만족에 유의한 영향을 미칠 것이다의 가설에서는 음식품질, 건강식품, 서비스가 만족에 유의한 영향을 미치는 것으로 나타났다. 둘째, 약선요리 고객만족은 재방문에 유의한 영향을 미칠 것이다의 가설에서는 고객만족이 재방문에 영향을 미치는 것으로 나타났다. 셋째, 약선요리 고객만족은 추천에 유의한 영향을 미칠 것이다의 가설에서는 고객만족이 타인의 추천에 영향을 미치는 것으로 나타났다. 이상 본 연구의 결과를 토대로 진주지역 약선요리 전문점들은 건강지향적인 메뉴와 음식품질 및 품격 있는 서비스를 제공하여 자사의 전문성을 고객에게 인지시킬 수 있는 전략을 강화시켜야 할 것이다.

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어플리케이션 마켓에서 카노 모델을 이용한 사용자 리뷰 선별 방법 (User Review Selection Method using Kano Model in Application Market)

  • 김능회
    • 산업융합연구
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    • 제18권2호
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    • pp.95-100
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    • 2020
  • 소비자를 파악하기 위해 활용되고 있는 사용자 중심 데이터 중 사용자 리뷰 데이터는 다량으로 상세하게 소비자의 의견을 파악할 수 있다는 장점으로 인해 주목받고 있으며 많은 소비자들이 사용자 리뷰에 의존하고 신뢰하고 있다. 많은 어플리케이션 개발사들은 중요성을 인지하고 사용자 리뷰를 관찰 및 대응하고 있지만 체계적인 방법의 부재로 고객의 만족과 관계없이 시간과 비용을 투자하고 있다. 따라서, 본 논문에서는 주어진 시간과 비용에서 고객의 만족을 최대화 시킬 수 있도록 고객 만족과 서비스 품질을 다루는 카노 모델을 이용하여 어플리케이션 마켓에서 사용자 리뷰들을 선별하는 체계적인 방법을 제안하였다. 본 방법은 어플리케이션 마켓에서 사용자 리뷰들을 수집하고 요구사항을 도출하는 사용자 리뷰 수집 및 요구사항 도출 단계, 도출된 요구사항에 카노 모델을 적용하고 품질 유형으로 선별하는 카노 모델 적용 및 선별 단계, 그리고 관련자들이 모여 내부적인 측면에서 요구사항 검토 및 재정의하는 이해관계자들과 검토 및 재정의 단계로 구성되었다.

The effects of store image components on consumers purchasing retailer brands in Korea

  • Chung, Lak-Chae;Cho, Young-Sang
    • 유통과학연구
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    • 제9권4호
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    • pp.15-27
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    • 2011
  • Although a huge number of academic researchers have paid considerable attention to exploring both the degree to which store image influences retailer brand customers and how to develop store personality, they have overlooked the contemporary retail context in which retailers have developed many different types of retailer brands, that is, price-oriented or quality-oriented retailer brands. Rather than focusing on the latter, much literature has looked at the former. Accordingly, even though there are many articles related to store image, a few authors have shown their interest in identifying the extent to which store personality affects customers purchasing retailer brands at lower prices. As a result, their efforts have been to illustrate the relationship between store image and consumer behaviours buying retailer brands. In that multiple retailers over the world such as E-Mart, Lotte-Mart, Tesco Korea and Tesco UK have actively introduced not only the quality-focused retailer brands that quality is better than, or equal to national brands, and prices are slightly higher than, or equal to them, but also price-focused retailer brands, academicians should make an effort to investigate how store image affects customers purchasing a quality-oriented retailer brand, comparing with previous research results. That is why the authors illustrate the extent to which store personality components influence retailer brand customers, including particularly quality-oriented retailer brand customers through an empirical research. By adopting a questionnaire method as a research technique to illuminate the relationship between store image components and retailer brand customers, research validity increases and further, data gathered through a field survey are analysed through a few statistic analysis methods, in order to minimise statistical deviations. Compared with the prior research concentrated on price-focused retailer brands, the authors have significantly shed light on customer behaviours purchasing retailer brand products with higher quality. When it comes to store personality components, the research suggests the following five items: merchandise attributes, services, physical facilities, promotions, and institutional image, considering the subcomponents mentioned by the previous research. Proposing the conceptual research model which those elements are differently hypothesised, according to retailer brand types: PR (Price-oriented Retailer brand) and QR (Quality-oriented Retailer brand), the research is proceeded. Through empirical research, the authors found that amongst the five items, only promotion influenced retailer brand customers in the Korean retailing marketplace, unlike other countries explored by many researchers, such as UK. Although much literature emphasises that those elements are closely related to retailer brand buying proneness, it is completely not fit to the Korean market. Also, research findings provide new insights into the degree of store image effects on retailer brand customers for academiciansand practitioners. Whether the retailer brand development program that a retailer has carried simultaneously both price-focused and quality-focused retailer brand types is practically profitable should be explored in the future.

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주택시장에서 건설회사의 CRM 마케팅 전략 - 모델하우스를 중심으로 (Construction firm's CRM(Customer Relationship Management) Marketing strategy for housing market Focused on Model House)

  • 최익성;김재준
    • 한국건설관리학회논문집
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    • 제6권4호
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    • pp.113-121
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    • 2005
  • 프로젝트의 일정 네트워크는 선-후행 관계로 정의된 액티비티들로 구성되어있다. 액티비티를 완료하는데 소요되는 기간은 현재 주택시장은 시장경제 체제 하에서의 수요자 중심으로 시장이 변화되어가고 동시에 예측할 수 없는 경기 변동의 증대가 이어지고 있다 주택 보급률은 3002년에 벌써 $100\%$를 도달 하였으며 출생률은 계속하여 감소하는 추세에 있다. 이러한 악 조건 속에서 주택 건설업체들이 앞으로 신규고객을확보하고 이윤을 창출하기 위하여 더 이상 새로운 시장을 개척해 나가기 보다는 기존의 고객을 관리함으로써 계속해서 자사의 제품을 이용 할 수 있도록 하는 것이 올바른 방향일 것이다. 이에 본 연구에서는 주택건설업 부문에서의 CRM(고객관계관리) 적용방향을 모델하우스를 중심으로 현시점의 문제점을 제시하고 앞으로 후분양제도의 도입에 맞추어 모델하우스에서의 CRM을 대체할 수 있는 방법을 제안 하고자 한다.