• Journal of Information Technology Services
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• v.13 no.2
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• pp.219-250
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• 2014

Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.

• Korean Security Journal
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• no.7
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• pp.233-285
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• 2004

‘Defined legally as a violation of law' (Sutherland, E. H. Principles of Criminology, Lippincott, Chicago, 1939) Crime within the group is essentially and primarily antisocial in that the criminal who is welfare of his group acts instead against it and breaks the principles of social solidarity not merely by not doing what these principles prescribe, but by doing something exactly opposites. Any program set up to attack crime and delinquent behavior at their sources. A program of his nature needs the constant and comprehensive collaboration of psychiatrists, social works, educations, lawmakers, and public officials, since crime is a social problem and it should be treated as such. Some crime preventives which should be mentioned are as follows, (1) The insurance that every child will be decently born and that his home life be socially and economically adequate; without socially mature parents the chid is handicapped at the start; thus parental education, integrated with the public school system, should be developed now. (2) A more meaningful educational program which would emphasize ideals of citizenship, moral integrity, and respect for the law and the police. (3) A periodic check made for potential delinquents throughout the public schools and treatment provided if possible; and if not, proper segregation in institutions. (4) Careful attention paid to press, movies, and radio so that crime may no longer appear to be glamorous. This can be done by women's clubs, civic bodies, and other educational groups exerting pressure on the movie syndicates and broadcasting companies to free their productions of the tawdry and lurid characteristics of crime and criminals. Aggression associated with the phallic stage of development, The child ordinarily comprehends sexual intercourse as an aggressive and sadistic act on the part of the male, and specifically on the part of the penis. Evidence that the penis is phantasied as a weapon of violence and destruction come from unconscious productions of normal adults. Limerick, for instance, often refer to the penis as square, or too large, etc., so that intercourse is dangerous and painful for the partner, This may wall be a projection of the male's own fear of coitus. A certain portion of the death-instinct always remains within the person; it is called 'primal sadism' and according to Freud is identical with masochism. 'After the chief part of it(the death instinct) has been directed outwards towards objects, there remains as a residuum within the organism the true erotogenic masochism, which on the one hand becomes a component of the libido and on the other still has the subject itself for a object.' Criminalism, compulsive-neurotic frequent repetition of criminal acts in a compulsive manner. Like most symptoms of the compulsive-neurotic, such antisocial act are closely rated to feelings of hostility and aggression, often against the father. Because these acts are symptomatic, they afford only temporary relief and are therefore repeated. One patient with compulsive-neurotic criminalism was apprehended after breaking into hardware store and stealing money. He later confessed to many similar incidents over the preceding two years. At the same time it was apparent that he stole only for the sake of stealing. He did not need the money he thus obtained and had no special plans for using it.

• Korean Journal of Construction Engineering and Management
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• v.14 no.6
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• pp.3-13
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• 2013

The converted accident rates that included in Pre-Qualification (PQ) are to evaluate the results of accidents which have occurred. Therefore, it is demanded the development of proactive evaluation contents to evaluate the safety management activities and efforts on construction companies. The purpose of this study is to provide basic data for the establishment of proactive evaluation contents at public construction project in Korea through the collected and analyzed the PQ documentation applied by public agencies in Los Angeles, USA. The results indicated that diverse reactive safety evaluations are implemented to examine accidents which occurred in past projects such as occupational health insurance, regulation violation. And also, when the accidents occurred, it is evaluated the proactive safety management actions such as safety education, accident prevention programs, and safety management plans are reflected on the evaluation. Thus, if proactive safety related evaluation contents are established and reflected in PQ examinations together with diverse existing reactive safety evaluations considering converted accident rates, not only the existing function of converted accident rates can be reinforced but also businesses' active safety management activities can be induced and decreases in the construction industry's accident rate can be expected.

• Korean Journal of Construction Engineering and Management
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• v.16 no.1
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• pp.15-23
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• 2015

In the construction industry, risk management has gained constant attention as the factor not only to evaluate global competitiveness of the country but also to secure competitiveness of public institutions and private companies. For effective construction risk management, the specific work process improvement that can be employed in the field in terms of risk management of the entire corporation such as financial, insurance and safety management is necessary. To manage construction risks, what is important is the step to identifying inherent risks in the construction project. The identification of risks will be followed by the step to seeking ways to establish and manage strategies responding to the risks. This study suggests ways and processes to make a checkslit to identify risks through case studies. To that end, the focus will be placed on working process improvement of risk identification among stages to manage construction risks such as risk identification and analyses, planning to respond to risks, risk monitoring and management. The case study checklists show that setting up the system to classify risks by stage is helpful to figure out causes of risks to reduce or eliminate risk factors. The checklist making process that considers features of the project is expected to contribute to successful completion of the project by enabling effective risk identification and systematic risk management.

• Korean Journal of Construction Engineering and Management
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• v.13 no.2
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• pp.37-47
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• 2012

Engaged number in the construction industry is 45 percentage level against to manufacturing industry. And Induction -factor of Production is much the same to mfg. field, Value added Induction-factor is more higher than manufacturing industry, therefore we research again about workers' inferior working & personal life condition in our society in order to they feel happiness their life with pride for the job construction occupation. So construction companies & government will be contribute to strengthen their phase & to achieve more higher level of construction working culture for elevate competitive power. We have to prepare the basis to turn to the qualitative construction businesses by break away from only the amount of work volume in company with the system of workers' self-conceit on the ground of professional education/training, qualification system, social insurance benefits, working condition improvement, stable job. Our nations does not feel well-being senses, only 25 class level in the 30 countries of OECD. We draw the questions at issue with slough off old customs in order to qualitative improvement for profession & self-contentment of construction workers, and present the useful plan to contribute to international competitiveness with our construction firms in the globalize construction field under Government's & company's policy.

• Informatization Policy
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• v.18 no.4
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• pp.22-41
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• 2011

Current socioeconomic condition in South Korea is characterized by growing country with highly unemployment rate. Enhancing service industry, therefore, is one of the important government policy issues. In addition to quantitative growth of service industries, OECD comparisons between countries as shown in the competitiveness of the domestic service industry, followed by a very low-level, enhancing the competitiveness of service industries are also important issues of national policy. In particular, finance, education, insurance industry, such as relatively large enterprises have entered the service industry to remain competitive and comparable, but the case of small service industries, has shown a very low level of competitiveness. Thus, the world's leading technology and IT infrastructure can be applied to small and medium-sized service industry in order to improve productivity, customer satisfaction, and service infrastructure, resulting in improving competitiveness. The purpose of this study is to develop government supporting policy issues by analyzing the current usage of IT, problems and requirement analysis, and critical success factors for applying IT to small and medium-sized service industries. For a survey 2,000 samples are collected from service companies. The results show that IT usage is very important to improve competitiveness in small and medium sized service industry. In addition, customized it solutions are needed to satisfy different characteristics of service industry depends on types of business. Finally, government supporting programs of IT has to be improved. The results would be able to provide directions and guide lines of IT utilization in service industries.

• Journal of Pharmacopuncture
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• v.6 no.1
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• pp.33-34
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• 2003

배경: 독일 의사와 보험회사 위원회 (The German Board of Physicians and Insurance Companies:Bundesausschuss der Arzte und Krankenkassen)가 앞으로 일부 적응증에 대한 침치료에 대해 공적 보험회사가 보험료를 지급해야 할 지에 대한 추가 결정을 하기 위해 침의 효과를 평가하기로 했다. 목적: 1) 침치료가 편두통의 예방, 긴장성 두통, 요통, 무릎과 고관절의 골관절염치료에 대조군 침치료보다 효과가 있는지 검증 2) 침치료가 편두통의 예방적 치료에 표준 약물 치료와 비슷하게 효과가 있는지 검증 3) 보건의료 서비스체계 안에서 주어진 조건에 대한 일상적 침치료의 질적인 부분을 서술하고, 안전성을 평가하며, 다른 침술학파간의 임상결과의 차이와 비용의 효용적 활용부분을 평가한다. 4) 위의 적응증에 해당하는 모든 임상실험연구를 찾아내어 기존의 고찰내용을 갱신한다. 방법: 1) 무작위 표본추출 임상 실험, 침치료, 거짓침 치료, 대기자 명단 대조군, 출발시점 4주, 28주 관찰 2) 무작위 표본추출 임상 실험, 침치료, 표준약물치료 대조군, 츨발시점 4주, 28주 관찰 3) 전향적 다중 의료기관 관찰 연구, 두 가지 다른 자료를 활용하여서, 치료 결과를 침 시술자에 의한 모든 환자 평가 자료와, 열 두 명의 환자 가운데 한 명의 환자로부터 직접 받은 평가 자료 (관찰 출발시점, 치료 출발 시점, 치료 시작 후 6 개월) 실험공간: 1) and 2) 높은 수준의 수련을 한 침 시술 의사가 시술하는 병원이나 일차 진료기관의 외래. 3) 보건 의료 서비스내 저급의 침 시술 의사 (140 시간 수강, 학점 이수 필수) 참가자: 1) $4{\times}320$ 편두통의 예방, 긴장성 두통, 요통, 무릎과 고관절의 골관절염 환자 2) 480 편두통 환자(긴장성 두통 환자 추가적) 3) 약 500,000 환자, 2년 반 동안: 대략 한 적응증 당 10,000 환자 치료법: 모든 침치료 자리는 체침만 허용함. 1) 진짜 침은 학파의 지침에 따른 심자, 거짓 침은 비특이적 자리의 표피만 찌르는 자침 (12-15회, 8주): 대기자 대조군은 12주 동안에 아무 치료도 받지 않는다. 2) Group 1(N=240): 최대 15회 치료, 12주 동안: Group II (N=240) 투약 Proponolol (80-240mg), Metoprolol (100-200mg) or Flunarizin (5-10mg) 하루, 16주 이상 3) 치료회수와 침자리의 선정은 참가자가 결정 주된 임상 결과 지표: 1) 군 간의 치료 전 및 치료 진행 도중 4주 마다의 두통을 느낀 날 수의 차이 (평균 혹은 이상의 편두통이나 긴장성 두통) 2) 요통환자 군간의 기능을 측정하는 FFbH-R (Funktionsfragebogen Hannover) 비교 3) 관절염 환자의 군간 WOMAC 지표 비교 4) 군 간의 24주 동안 두통을 느낀 날 수의 차이(평균 혹은 이상의 편두통이나 긴장성 두통) 5) 적응증, 부작용, 성공율에 대한 거시적 평가, 사용한 침수, 환자의 만족도, SES(?). ADS(?) 통증 장애 지표(PDI), 삶의 질 지표(SF36). 예비 결과 위의 결과가 큰 관찰 연구에 초점을 맞추면서 소개될 것임.

• Journal of Navigation and Port Research
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• v.36 no.5
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• pp.329-338
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• 2012

The Institute Time Clauses-Hulls 1/10/83 has been using widely with attachment and/or endorsement of the Institute Warranties 1/7/76 stipulating vessel's trading limits. Taking into consideration of several changes and renewals on the contents of the Institute Time Clauses-Hulls for clarifying the clauses themselves with development on technology of vessel's construction and navigational equipments up to the present, the clauses on the Institute Warranties 1/7/76 should have been changed and/or renewed. Moreover, the insured still has been burdening additional premium in vessel's navigating and / or calling to the areas stipulated in the Institute Warranties 1/7/76 regardless of any changes of marine business environments. Thus, this study aims to analyze the Institute Warranties 1/7/76 as well as to suggest a reasonable level of additional premium for breach of Institute warranties through not only a comparative analysis between the Institute Warranties clauses and those of the corresponding Institute Warranties using in the Japanese Fire and Marine Insurance companies but also consideration of current circumstances on changes in climatic conditions, vessel design, navigation and communication requirements and capabilities.

• Journal of Service Research and Studies
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• v.2 no.1
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• pp.47-59
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• 2012

With the rapid development of the Internet, public agencies and private companies introduced 'IT outsourcing in order to maintain and repair the information systems. Also they have utilized the SLA in order to manage it. Although IT outsourcing as a way to promote effective SLA are being introduced, the introduction of service level agreements or those introduced universal effectiveness did not demonstrate in the public agencies. The importance of outsourcing in the information systems is growing, but the increase in size of the business information, IT technology diversification, expansion of information between systems interconnection, information system operating and maintenance costs with the increase of information systems to streamline operations, increase the need for versatility is growing gradually. In this paper we investigates IT outsourcing in public agencies as a way to promote effective service level agreement(SLA) with the introduction and consideration, and through the application of SLA mutual customers and IT service organizations make a clear point of management and IT service levels and IT services for improved mind and strengthen the effectiveness of preventive activities can be seen.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.6
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• pp.596-608
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• 2017

In 2002, the government arranged an institutional strategy to make it possible for a consumers to make a claim for damages caused by product defects against a business that produces and sells a product by enforcing the Product Liability Law(hereinafter referred to as 'PL'). On the other hand, due to the recent humidifier sterilizer accident, approximately 12 cases of related bills, such as a revised bill for the product liability law, have been proposed to the National Assembly at present in an effort to introduce the group action system and punitive compensation system for the purpose of the strengthening of the corporate product liability, and consumer damage relief. Ironically, as much as 62.6% of small & medium businesses, which are actual interested parties to this bill, are unaware of this. Many companies are responding to PL with the rationalization of document preparation & storage, clarification of responsibility relations with related business operators, and PL insurance policy purchase, or securing compensation funds as a means of Product Liability Defense(PLD), but the methods of preparation such as this leave much room for limits on the considerations of product design and product safety. This paper presents the individual management system model with more focus on product safety by looking into the clear concept of PL and the countermeasures against it, grasping the relevance between the PL system and individual management system, and integrating the PL response system in preparation for the PL. It is hoped that the result of this research objective will be evaluated as a rational countermeasure for small & medium businesses to respond effectively to the PL.