• 한국정보과학회논문지:소프트웨어및응용
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• 제37권9호
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• pp.687-693
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• 2010

지식정보사회에 적극적으로 대응하고, 조직의 경쟁력을 강화하기 위하여 정부기관 및 공공기관은 정보기술서비스관리(ITSM)시스템을 도입하여 운용할 필요가 있다. 최근에 우리나라의 정부기관 및 공공기관은 ITSM프로세스의 혁신과 정보화의 수준이 미흡한 환경에서 IT서비스의 수요증가와 복잡화에 따른 많은 어려움에 직면하고 있다. 특히, IT아웃소싱의 증가로 인한 IT서비스관리의 어려움은 더욱 커지고 있다. 이와 같은 문제를 해결하기 위해 ITSM에 대한 기대는 더욱 커지고 있다. 따라서 본 연구는 ITSM의 성공적인 도입운용에 필수 요소인 ITSM조직구조에 대한 설계대안을 제시하였다. 즉, ITSM조직구조를 전통적인 기능 중심적인 조직구조에서 목적 중심, 고객 중심, 프로세스 중심의 조직구조로 제안하였다. 즉, ITSM조직는 서비스전략조직, 서비스설계조직, 서비스전이조직, 서비스운용조직, 서비스개선조직으로 구분하여 제안하였다. ITSM의 실효성을 확보하기 위하여 조직구조별 역할과 책임을 구체화하였으며, 조직별 전문성을 확보하기 위하여 인력편성방안도 제시하였다. 제안한 ITSM조직구조는 정부기관 및 공공기관의 정보화조직발전에 유용하게 활용될 것으로 기대된다.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 춘계학술대회
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• pp.42-53
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• 2006

The delivery of high service quality is an evitable strategy that has been related to a success in discount store industry. Greater competitiveness has caused discount store firms to be increasingly aware of the importance of service quality to be on a competitive edge. Also, the fact that service quality leads to customer satisfaction has driven many researchers and practitioners to focus on the issue. What we suggest is that customer's expectation change of service quality cannot be regarded as two totally unrelated processes. If quality judgments are based on expectations, it is important to understand the origins of those expectation change. Therefore, if being of effecting factors between the latest expectation and the changed expectation of service quality will prove out, service firms are possible to operate efficiency quality management for getting customer satisfaction.

• Asia pacific journal of information systems
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• 제25권3호
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• pp.519-539
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• 2015

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

• 품질경영학회지
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• 제34권2호
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• pp.68-76
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• 2006

It is generally thought that the quality management and the six-sigma management innovation are not applicable to service industry, which might be derived from some differences between service and manufacturing industries. However, both are substantially alike in some intrinsic attributes. KT is leading the quality management and the six-sigma innovation activities in service industry, especially among telecommunication companies in Korea. Six sigma management innovation has been fostered in KT within short period of time and played an important role in helping KT privatized successfully. The successful cases of six sigma innovation activities in KT could be introduced to other Korean companies in service industry. Five key factors for the success of six-sigma innovation activities are suggested, The hidden factory in all the fields of company should be eliminated. Six-sigma projects need to be connected with the company strategy. The project should be carried out intensively in a short time. The innovation activities in the field need to be integrated. The best practice of six-sigma should be disseminated in the field.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제9권11호
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• pp.4720-4738
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• 2015

Proper management on user-driven virtual circuits (VCs) is essential for seamless operation of virtual networks. The Network Provisioning System (NPS) is useful software for creating user-driven VCs automatically and must take fault management into account for physical layer impairments on user-driven VCs. This paper addresses a user-driven and trusty protection management in an NPS with an open standard Network Service Interface (NSI), as a contribution to show how to implement the user-driven and trusty protection management required for user-driven VCs. In particular, it provides a RESTful web service Interface for Configuration and Event management (RICE) that enable management of a distinguished data and control plane VC status between Network Service Agents (NSAs) in the event of a node or link fault and repair in a domain. This capability represents a contribution to show how network and protection events in a domain can be monitored between NSAs (NPSs with the NSI) in multiple domains. The implemented NPS controls and manages both the primary and backup VC with disjoint path in a user-driven manner. A demonstration to verify RICE API's capability is addressed for the trusty protection in the dynamic VC network.

• 한국식품조리과학회지
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• 제14권5호
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• pp.482-491
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• 1998

The objectives of this study were to characterize the food service managements in university food services. In a survey involving university food service centers throughout the country, the importance, performance scores and policies for food service management were investigated. Of the total 40 institutions surveyed, 23 were run directly by the institution, eight by contract, and nine by rental. Data were analyzed by t-test, ANOVA using the SPSS program. Management system was evaluated separately for organization, human resources, finance, nutrition education, purchasing, quality control, sanitation and safety, and marketing for their relative importance, degree of performance, and policy establishment. It was found that the relative importance scored higher than the degree of performance and policy establishment. When rhe relative importance for the direct, contract and rental operations was compared, the rental operation scored the highest. Performance score of direct was the highest in direct operation. The findings of this research suggest that the university food service should be creative through systematic management, and further research is needed to evaluate various variables that influence productivity, such as employee morale, pleasant working environment, customer satisfaction, and introduction of TOM for university food services.

• 지식경영연구
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• 제14권3호
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• pp.87-100
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• 2013

As the external knowledge networks of firms have become more and more important to their product and service innovations, many global leading companies such as P & G, IBM, and Samsung Electronics have formulated and implemented their open innovation strategy. This study attempts to empirically analyze the effects of CEOs' supports for external knowledge networks, external knowledge network-oriented cultures and inter-organizational knowledge management systems as the major antecedents to external knowledge networks by using the data based on organizational members' perceptions about them. Based on 847 samples collected from employees in three companies in the medical, the construction and the IT service industries, this study performed a structural equation modeling (SEM) analysis about the effects of the antecedents to the external knowledge networks on product and service innovations through Partial Least Squares (PLS). The empirical findings of this study show that CEOs' supports for external knowledge network positively influence product and service innovations, partially mediated by external knowledge network-oriented cultures and inter-organizational knowledge management systems. And they also show that external knowledge network-oriented cultures and inter-organizational knowledge management systems have a positive effect on product and service innovations, respectively, partially mediated by external knowledge networks. With these new findings, academic and practical implications are discussed.

• 산업경영시스템학회지
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• 제27권1호
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• pp.57-63
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• 2004

Evaluating a project is one of the key activities in managing projects, and thus it should be implemented as a part of the entire project management system. However, currently deployed systems suffer from deficiencies such as the lack of supporting distributed environment and integrity problems. Web service technology, which enables applications to work inter-operatively under a distributed computing environment, is said to solve such problems. In this paper, the web service technology is applied to evaluation management systems. The process of evaluation is designed based on the web service, data is modeled and a pilot system is implemented to test the feasibility of the technology to the domain of project evaluation.

• 한국건설관리학회:학술대회논문집
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• 한국건설관리학회 2007년도 정기학술발표대회 논문집
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• pp.487-490
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• 2007

국내 CM 시장이 2000년대에 들어서 지속적으로 커지고 있지만, CM 시장의 활성화 저해 요인들이 증가하고 있다. 발주자들의 CM 서비스 사용에 대한 인식과 동기부여가 부족한 것은 심각한 문제라고 할 수 있다. 이 시점에서 CM 업체들에게는 마케팅 활동을 활성화 해야 하는 것이 주요 과제이다. 본 논문의 목적은 CM 업체의 CM 서비스 상품의 관리 전략과 방법의 주요 특징을 분석 하고자 한다.

• Journal of Information Technology Applications and Management
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• 제17권4호
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• pp.127-156
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• 2010

Most companies in the IT service industry have suffered from low profitability although this industry is highly value added, which may result in losing the competitiveness of the industry. The purpose of this study is to identify the influencing factors on the profit improvement rate of IT service projects and suggest how to improve the profit improvement rate, thus recovering the competitiveness of the IT service industry. The 273 IT service projects conducted by an IT service company in Korea during the past three years were analyzed and the project managers who performed these projects responded to the questionnaire developed in this study. The result from the analysis of data collected shows that the influencing factors on the profit improvement rate of IT service projects include scheduling, experience in similar projects, the leadership of project leaders, the level of team skills, relationship with clients, and clients support.