• Korea Journal of Hospital Management
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• v.22 no.1
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• pp.40-50
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• 2017

The purpose of this study is to develop the KPIs(Key Performance Indices) needed to improve management and strategy in the dental clinic based on the four perspectives of BSC(Balanced Scorecard). The questionnaire was conducted on 52 dentists approved by Dental Managment Research Committee in Seoul National University as a panel. Using the Delphi technique, the top five KPIs for each point of perspective in BSC were extracted from KPI pools. In the third survey, the top five KPIs of all points were compared with each other through AHP(Analytic Hierarchy Process) method, and priority and overall importance rankings were calculated. The biggest difference in the three level AHP results was the customer perspective took priority to others. In the second survey, the financial perspective, which was number one, was pushed back. The overall significance of KPIs was in the order of customer, internal process, finance, learning and growth perspective, with the exception of medical profits (5th of 20) and new patient growth (10th of 20). We were able to overcome the limitations of the Delphi Technique with the AHP method. In general, the financial perspective in BSC is known to be the most important, but we conclude that the customer perspective is more important through the pairwise comparison survey. In the current dental service market, which is a long-term recession, excessive competition, customer satisfaction and customer relationship management seem to be the first goal to pursue in dental clinic.

• Journal of Korean Society of Water and Wastewater
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• v.21 no.5
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• pp.539-549
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• 2007

To establish effective and prompt measures for energy conservation in public wastewater treatment plants in Korea, energy consumption rates in 233 utilities in 9 provinces and 7 metropolitan cities are investigated and compared to the rest of the world. Mean load factor for wastewater treatment utilities is 74.9% and those for influent pumps and aeration blowers are 56.2% and 61.0%, respectively. Mean electrical energy usages as the key performance indicators are $0.243kWh/m^3$ for overall sewage treatments and 2.07 kWh per unit kg BOD removal. Digester gas as one of major byproducts in the process amounts to $382,000m^3/day$ nationwide. While major part of the digester gas is used for sludge heating, only 7.3% of the gas is utilized for electricity generation. Both efficiencies for BOD removal and digestion gas generation are considerably lower than those in USA and EU utilities due to low concentration of organic material in influent wastewater. Such low energy regeneration, in turn, results in significantly higher energy consumption in Korean plants, compared to that in USA and EU ones.

• Journal of the Korea Convergence Society
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• v.12 no.5
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• pp.79-84
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• 2021

The objective of this paper is to find out the factors for the performance of the Hospital Customer Relationship Management (HCRM) system. Furthermore, the relationships between these factors have been analyzed. In order to analyze the performance of the HCRM system, factor analysis with several Key Performance Indicators (KPIs) was conducted. And also multiple regression analysis and Chi-square test were executed. In this study, several hypotheses were derived to analyze the relationships between factors of performance of HCRM system. These hypotheses were tested by using the Structural Equation Model (SEM). As the result of this study, we discovered the HCRM-Infrastructure has positive effects on the HCRM-Performance. And the HCRM-Performance has also positive influences on the hospital management performance. On the basis of the research result, we proposed some suggestions and guidelines for the successful implementation and improvement of HCRM system.

• The Journal of Society for e-Business Studies
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• v.15 no.3
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• pp.25-44
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• 2010

In recent years, Ubiquitous City (u-City), the integrated and convergence of ubiquitous services, infrastructure, technologies and city management of the new future development city, is being initiated by the Korean government and local authorities as their new national growth engine. However, a performance measurement system for evaluating and monitoring the impacts of U-City implementation is yet to be established. This paper aims to develop an integrated performance management system (PMS) and extensively used as a tool for managing performance activities to support the visions and goals of the u-City operations. Based on current reviews on the literature and interviews with experts drew Critical Success Factors (CSF) and Key Performance Indicators (KPI) by four different measurement domains including U-City services, infrastructure, technologies, management and developed into an integrated performance measurement system based on the Balanced Scored Card (BSC) perspective. The system also provides number of examples of 'u-City Strategy Map' which illustrates a causal relationship between CSFs to execute u-City visions and goals.

• Journal of the Korean Society of Food Culture
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• v.24 no.5
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• pp.486-495
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• 2009

The purpose of this research was to investigate whether the perception of KPIs by restaurant managers from financial and non-financial perspectives was affected by BSC implementation. The perceptions that were examined were importance, adoption, performance, and utilization of KPIs. We surveyed managers from multinational restaurant chains that were adopting BSC and those that were not. From a non-financial perspective, the difference in perceived importance between BSC adopted firms and firms that did not adopt BSC was significant. The managers of BSC adopted firms perceived KPIs more seriously than the others. Secondly, according to the managers' working experiences, the difference of perceived utilization in the internal business process perspective was significant between BSC adopted firms and firms that did not adopt BSC. In addition, from the learning and growth perspective, the difference in perceived adoption and utilization between the two groups was significant. Finally, in the BSC adopted firms, the perceived importance of the managers affected the other perceptions like adoption and utilization from both the financial and non-financial perspectives.

• Korean Journal of Construction Engineering and Management
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• v.2 no.3 s.7
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• pp.45-57
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• 2001

Knowledge management was introduced as a new strategy in many construction companies aiming at paradigm shift since Asian financial Crisis. However, intensive focusing on acquiring and sharing knowledge couldn't keep pace with the primary goal. Increasing financial profits. That is because clear strategic process and performance measurement are absent in time of the introduction of knowledge management. Based on case analysis in domestic construction industry, this research work presents an alternative plan on Balanced Scorecard(BSC) model. The objective of this study is to develop a model of strategic performance measurement in knowledge management by sorting and grasping core operational knowledge, which can draw key performance indicators accompanied by knowledge map from case study.

• Information Systems Review
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• v.10 no.2
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• pp.291-308
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• 2008

This study is to review the main concepts of BSC(Balance Scorecard) and compare the BSCs applied in the private and the public sectors. This comparison suggests a few important aspects that must be attended when BSC is put to use in the public organization. First, the BSC used in the public sector must put the top priority to customer perspective over financial one. The primary mission of a public organization must be the "better service" for the people. Secondly, each of BSC's four main perspectives should be modified and re prioritized according to the goals and objectives of the public organization. Finally, CSFs(Critical Success Factors) and KPIs(Key Performance Indicators) must be integrated into the framework of BSC which also incorporates already existing performance management systems. This case study shows how the redundant and unrelated performance management systems(evaluation management, government task evaluation, job performance appraisal, and customer satisfaction evaluation) are merged into the BSC performance management system in the public organization.

• The Journal of Information Systems
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• v.30 no.3
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• pp.93-112
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• 2021

Purpose Recently, many organizations are actively adopting enterprise architecture (EA) as a methodology to manage IT assets and build IT-based business system. This study intended to empirically examine how the role of EA operating unit and utilization capability of organizational members impact on system performance at the post-adoption stage. A balanced score card (BSC) is being used as a framework for a company's key performance indicator (KPI). Design/methodology/approach This study tried to investigate the causal relationship between the four perspectives of the balanced scorecard as an influencing factor of the introduction of the Enterprise Resource Planning (ERP) on the financial value. In particular, the mediating effect between the customer's point of view and the business process point of view was investigated between the learning growth point of view and the financial point of view, and the interaction effect (regulating effect) of strategic linkage in the system introduction process was investigated. Findings The results of the study were first, that the organizational learning and growth perspective had a positive effect on the customer perspective, business process, and financial perspective. In addition, the customer perspective and the process perspective also had a positive influence on the financial perspective. Second, between the learning growth and financial perspectives, the customer perspective and the process perspective showed a partial mediating effect. Third, as for strategic linkage, the interaction effect between the customer perspective, the learning growth perspective, and the process perspective and the financial perspective was not significant. The results of this study are expected to provide a framework for performance evaluation to organizations that have introduced ERP systems.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2008.10b
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• pp.316-321
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• 2008

In the present emerging global economy, as the focus is shifted from manufacturing to service sector, the efficiency of service operations is crucial for the county's sustainable growth and development. As one of the fastest growing service sector industries in South Korea, the call center has become an inevitable part of customer service for most companies. Despite of the strategic importance of the call center, there has been no empirical study on the efficiency of call center service operations in the literature. The main purpose of this study is to evaluate the technical efficiency of call center services so as to not only identify the current status of call center service operations, but also suggest ways to improve service operations efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to domestic call centers in order to compare their relative efficiency. Based on DEA evaluations, we provided specific directions for the inefficient call centers to possibly improve their operation efficiencies. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, service operations management, and the productivity analysis of service personnel.

• Journal of Internet Computing and Services
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• v.13 no.5
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• pp.65-75
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• 2012

Organizational citizenship behaviors(OCB) are discretionary behaviors of employees, which go beyond that which is required, and are known to be contributing factors of organizational performance. When a supply chain management(SCM) system is implemented, organizational knowledge concerning the global standards, process innovation and key performance indicators(KPI) is also spread out across different, disconnected silos, thus increasing the absorptive and innovative capacity of employees. Therefore, OCB may be an important antecedent to successful operation of supply chain. This paper examines the causal relationships among absorptive capacity of employees, organizational citizenship, SCM performance and intention to innovate in global manufacturing corporations in Korea. Empirical results from 122 survey responses indicate that the organizational citizenship affects the level of SCM performance and absorptive capacity, which, in turn, influences SCM performance. As expected, SCM performance has been found to affect intention to innovate, but absorptive capacity has no impact on intention to innovate. As a conclusion, the academic and practical implications of these findings are discussed.