• 산업경영시스템학회지
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• 제23권60호
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• pp.83-89
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• 2000

As customer's needs change rapidly in recent days, the evaluation scale about service quality is changing against the variation of the customer's needs. It is fact that the need of change which established evaluation ways about service quality rise more and more. 6-Sigma activity, called "most innovative management strategy in 20th Century", have many problems apply to service company. The important one between these problems is the problem about Critical To Quality(CTQ) Selection caused from the absence of more precise evaluation system. The objective of this study is the development of methodology for CTQ selection coincide to service company. It is the basic logic that the way to regard MOT mainly effects about total customer satisfaction index(CSI) as CTQ, after the development of the evaluation system based on MOT with customers. Also, the study focused on the case of department store progress to exhibit the reasonableness of this logic.

• 한국IT서비스학회지
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• 제9권1호
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• pp.57-71
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• 2010

The purpose of this study is to verify the competence level of IT service companies in Korea from the view point of capability of creating customers value and outcome as an independent companies which have been growing in the captive customers(market) circumstance by performance data analysis and IT specialists survey. This study presents a growth model which emphasis on the importance of the correlation between IT service companies and captive customers. It proves that the captive customers have been being the growth power and motive of the IT service company, because IT service companies have been cumulating the competence for IT service through the service for the customers, and with this competence, IT service companies have been expanding its service out to non-captive market(customers) and got good outcomes as an independent companies. And this study proves that the captive customers who served by the IT service companies which have a higher level of service capabilities have better business outcome. IT service companies contribute to improve the IT level of the captive customers and to make the customers to increase sales by conducting IT projects.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2009년도 춘계학술대회
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• pp.351-364
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• 2009

As well as the development of the measurement of service quality, various kinds of service measurements are also being developed. Especially the mobile telecommunication service being representative to the mobile telecommunication company would be the mostly developed area. Its development can be understood along with the development of the telecommunication companies as well as cellular companies, not only the service alone. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here. This article is to estimate service efficiency for Mobile Communication and Cellular company. In this paper, We tried to measure the service quality and overall satisfaction by using Data Envelopment Analysis(DEA), degree of combination and top2box which is a little bit different methodology from traditional ones. This paper uses CCR model in DEA to measure service efficiency in the Mobile Communication.

• 대한산업공학회지
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• 제32권4호
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• pp.347-357
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• 2006

Six sigma activities in an information and communication technology company in Korea are introduced. Korea Telecom(KT) was a public company for a long time and became a private enterprise not long ago. Although this company adopted many innovation programs, they were not effective because of the company's characteristics : long-time government-owned and information service industry. This paper describes the reason why KT introduced six sigma, some implementation strategy, and key factors to successfully deploy it. This paper is expected to be helpful to public or service industry in which it is very difficult to implement innovation activities.

• 한국과학예술포럼
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• 제20권
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• pp.159-171
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• 2015

Service elements are added to the product to improve the company it its sales and innovation. The servitization process could take many different routes reflecting various properties of the manufacturing firm and its business contexts. Product-service systems (PSS) design method developed at Sungkyunkwan Universty, Service Design Institute, has been applied to a small furniture manufacturing company to demonstrate the utility of the method and to devise improvements. First, the business context of the company has been analyzed and key values have been identified. A co-creative session has been conducted to develop initial service concepts to drive those key values. The diverse positioning of those service concepts on the scale of service supporting product and service support customer is then developed to plan servitization phases. The specific service concepts are about company-customer relationship building as well as customization and personalization in this case. Initial service concepts are detailed with service blueprint so that prototyping and customer experience evaluation can be done. Business models in different servitization phases are designed. Further prototyping and customer experience evaluation has been done with business strategy improvements. In this paper, the proudct-service systems design method has been reviewed and the specific and real processes of the servitization using design will be described with discussion on the improvement of the method and the enhancement of the business.

• 경영과학
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• 제26권3호
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• pp.11-21
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• 2009

In this paper, we proposed some valuable analysis results of cultivation campaign marketing in A mobile telephone company. The cultivation campaign marketing is a new outbound TM campaign strategy composed of 4 steps for new subscribers. During the analyses, attrition rate of A mobile company, outbound TM rejection rate, contact rate/call success rate and additional service attrition rate after subscription are measured as an effect of cultivation campaign. The results showed that there were no statistical significance in improving retention rate between customers experienced 4 step cultivation campaign and control group. However, the cultivation campaign had a better effect on improving response rate and success of selling additional service product of mobile company compared to general selling campaign. This is because cultivation campaign group had been taking care of from subscription time. It is suggested that cultivation campaign had better confined customers more likely to buy additional service to outbound TM for the sake of financial efficiency.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2008년도 추계학술대회
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• pp.57-68
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• 2008

Since six sigma program was first introduced in late 1990's, it has been evolved in Korea. The number of six sigma adopting company are getting increased and diversify manufacturing, service, government. In these days, the rapid innovation of internet technology change the media industry's game rule. This paper is concerned with a six sigma applications to internet media portal service company. The main focus of this study is to introduce an empirical case study on the implementation of DMAIC procedures for internet media portal service company.

• Journal of Information Processing Systems
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• 제19권2호
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• pp.258-266
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• 2023

Aiming at the problems of poor customer satisfaction and poor accuracy of customer classification, this paper proposes a customer classification model based on speech recognition. First, this paper analyzes the temporal data characteristics of customer demand data, identifies the influencing factors of customer demand behavior, and determines the process of feature extraction of customer voice signals. Then, the emotional association rules of customer demands are designed, and the classification model of customer demands is constructed through cluster analysis. Next, the Euclidean distance method is used to preprocess customer behavior data. The fuzzy clustering characteristics of customer demands are obtained by the fuzzy clustering method. Finally, on the basis of naive Bayesian algorithm, a customer demand classification model based on speech recognition is completed. Experimental results show that the proposed method improves the accuracy of the customer demand classification to more than 80%, and improves customer satisfaction to more than 90%. It solves the problems of poor customer satisfaction and low customer classification accuracy of the existing classification methods, which have practical application value.

• 한국IT서비스학회지
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• 제12권4호
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• pp.41-57
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• 2013

As the usage of SNS has grown dramatically over the last years, it has been used in various sectors not just a tool for communication. In particular, corporate companies actively use Facebook as a tool for corporate marketing. Corporate companies communicate with their customers by providing service or events information. In this study, empirical analysis was carried out on corporate companies that are using Facebook as a marketing tool, thus finding out the influencing factors in continued usage of Facebook Fan Page users. In addition, analysis of the factors will be investigated according to continued usage of the users, where the user's intention will differ depending on how corporate companies operate and deal with the Facebook Fan Page. Factors affecting the user's satisfaction, perceived usefulness, and perceived playfulness were deducted through the analysis of the existing literature study on corporate company's continued intention on the usage of Facebook Fan Page. Accordingly, factor affecting this such as relationship, speed, content diversity, which are the media characteristics of the Facebook were deducted and finally hypothesized. In addition, the type of corporate company's Facebook Fan Page was divided into event type, communication type, information service type. And hence investigated the factors that differed from the continued usage depending on the type. Results analysis shows that perceived usefulness affected only relationship, speed, content diversity. Furthermore, analysis shows that corporate company's Fan Page of communication and event types are the factors that affect the usage intention which meant it only affected the perceived enjoyment. On the basis of this study, we are able to present an implication of value where corporate company use it as a marketing tool, through factors from continued usage of coroporate company's Facebook Fan Page users.

• 한국IT서비스학회지
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• 제21권3호
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• pp.1-25
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• 2022

The financial MyData service has implemented in January 2022 and launched 45 services by banks, securities, credit cards and fintech companies. This study applied the Q methodology, to identify the user types of MyData services and compared the perceptions of employees of financial institutions who plan and develop the MyData services. There are three types of MyData service users: active users, limited users who focus on consumption and asset status inquiry, and sensitive users for personal information. There were two types of recognition of financial company employees. One is the active user support other is the sensitive user for personal information support. The analysis of subjective perceptions can be used as a reference for establishing a company's MyData service marketing strategy and establishing related policies to improve the MyData ecosystem.