• 유통과학연구
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• 제11권4호
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• pp.37-49
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• 2013

Purpose - This research identifies the meaning of the core capability level of Car Master and the reason why its service at the Moment of Truth should be demonstrated through empirical cases. It can be seen that this study differs from existing research because it proposes that the recognized core capability level to achieve customer satisfaction should focus on the mediating effect of Moment of Truth quality. This paper examines the effect of Car Master's recognized core capability level on customer satisfaction by using the variables mentioned above. Moreover, this study uses regression analysis to verify that the mediating effect of Moment of Truth quality on Car Master's capability level achieves customer satisfaction. Research design, data, and methodology - First, we present evidence that could apply to Car Master's recognized core capability level by detailing the relationship between customer satisfaction and a structuring factor for Car Master's core capability level. Our proposed research model observes the relationship between the structuring factor of core capability and customer satisfaction. Second, we had an opportunity to define how the core capability and Moment of Truth quality affect customer satisfaction by performing empirical analysis on the partial mediating effect of Moment of Truth quality at a recognized core capability level and Moment of Truth quality affecting customer satisfaction. Results - First, the results indicate that Car Master's recognized core capability level (product professionalism, marketing skill, and reliability) positively affects customer satisfaction. Second, the results show that an ability to listen and a sense of dedication positively affect customer satisfaction, and are among the Moment of Truth quality factors; but performance capability, which is one of the Moment of Truth quality factors, does not positively affect customer satisfaction. These results clearly differ from prior studies focused on Moment of Truth quality and consumer satisfaction. Third, the results show that Moment of Truth quality has a partial mediating effect in terms of the impact of Car Master's recognized core capability level in achieving consumer satisfaction. Conclusions - This research indicates that the company will be able to expand if they investigate and show an interest in more training and education for Car Master. The study verified that outstanding Car Masters show differentiated performance on customer satisfaction at the Moment of Truth in various instances. Thus, we believe that this is the time for a discussion on systematic and empirically recognized core capability levels and the Moment of Truth quality. The study on Car Master's recognized core capability level offers suitable solutions for Car Masters to respond to customers at the Moment of Truth. Further, this study emphasizes the importance of service as a critical factor having a direct relationship with the company's success and failure and contributing to building trust with the customer. Thus, an investment in continuous education and training for Car Master will help the growth of the business.

• 산업경영시스템학회지
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• 제11권18호
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• pp.71-80
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• 1988

Process capability implies the qualitative capability of a process, and it is necessary to specify the process capability by quantification and to evaluate the level with the specified standardizaion. But the process capability index is currently used to evaluate the performance of quality control activity. without considering the characteristics of process structure or the economy of management. Here the researcher would like to redefine process capability and emphasize its index may be used as the measure of managerial assessment and the objective of process quality control in full consideration of the economic aspects of process characteristics. Too little or too much process capability causes a loss of or excess. The proper economic level of process capability varies to each process. The procedure of taking the optimum process capability index is derived from the expected profit function, whereas each method is studied in cases of normal process with one-sided specification and two-sided specification. In addition, the process capability index is presented as a method of quality assurance. And an example is exhibited on wrapping process of 'A' company. The results of this study are summarized at follows. First, though the norminalization of the process capability index is possible by the existing methods, the optimum process capability index can vary to the situation of each process. So, the optimum process capability index which is suggested in this dissertation should be used as the standard to assess process capability. Second, the process capability index can take its effect not just in indicating quality control or managerial records but also in the management of high qualify assurance.

• 한국병원경영학회지
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• 제16권3호
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• pp.92-114
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• 2011

The study has its purpose on providing basic resource to enforce the capability of the middle managers by examining the level of performance and the level of awareness about the capabilities of the managers and by understanding the significance of the difference and the reasons for the differences. The source of the study was 195 survey questionnaires that were carried out to the managers of the 9 general hospitals and the method of the analysis was the frequency analysis, analysis of the credibility, matching to sample T-test, independent sample T-test, dispersion analysis, correlation analysis, and multiple linear regression analysis using accumulated variables. The followings are the main result of the study. First, the difference between the level of awareness about the capabilities and the level of performance of the mediator managers in general hospitals had high capability in change management. The following orders were: competence in achievement and behavior, competence in management, competence in recognition, competence in influence, competence in individual effectiveness, and competence in personal relationship service. Second, as the result of the relation analysis in order to understand the correlation between awareness and performance of the mediator managers, everything had significant positive correlation. In the study about the level of importance, the cognitive capability and the management capability had the highest correlation with the correlation number of 0.88. In the study about the level of performance, the cognitive capability, individual capability, and the management capability had the highest correlation with the correlation variable number of 0.79. Third, as the result of studying the reason for the difference between the level of the awareness capability and the level of the performance, lack of the support recognition compensation in the organization level, inappropriate work environment, limit in the regulation were found as the highest reason in the order. As the result of the study, it was concluded that the creation of the efficient capability estimation model and the securement of the system that estimate the capability of the managers should be carried out in order to enforce the capability of the mediator managers in general hospitals.

• Asia pacific journal of information systems
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• 제25권3호
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• pp.597-625
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• 2015

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

• 전기학회논문지P
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• 제65권4호
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• pp.309-315
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• 2016

NCS is the nation-wide standard designed to standardize and systematize the capability(knowledge, technology and attitude) required for personnel to undertake their task in industrial site according to industry field and level of the task. In order to cope with rapidly changing labor market, individual has to be equipped with ability required for each relevant duty field. And company also requires worker to have basic working ability, professional knowledge or technical capability for relevant duty. Especially, the core competency, a fundamental element for all tasks, has been recognized as critical part not just in social level but also in company level. In that sense, the necessity of adding the core competence into regular education program has been vastly demanded. This study mainly deals with development of NCS-based learning module for information capability that most of industrial field want their employee to be equipped as basic skill. And, in particular, education achievement analysis for computer application capability, a subordinate capabilities of information capability, and its application method are mainly described.

• 품질경영학회지
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• 제32권4호
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• pp.1-14
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• 2004

Nuclear project company establishes and maintains its QA system in the conformance with applicable Codes & Standards and contract provisions. Certifying agency(e.g., Korea Electric Association) or project owner appraises the effectiveness of the company QA system by surveying or auditing it. However, although the company fulfills the requirements of this survey/audit, the capability level of its nuclear QA system is not appraised numerically and developed in that KEPIC QAP-1, used by the company as a nuclear QA guidebook, does not describe an approach for managing the capability level of the QA system. This study evaluates the characteristics of QAP-1 from the viewpoint of SE-CMM(Capability Maturity Model for Systems Engineering) in order to suggest a possible solution.

• 사회복지연구
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• 제42권4호
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• pp.329-363
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• 2011

본 연구는 사회복지관의 사회복지사를 대상으로 기관의 조직풍토에 대한 지각 정도를 측정하고, 사회복지사가 지각한 조직풍토 수준이 전문성에 미치는 영향을 알아보는 것이다. 이를 위해서 사회복지관 사회복지사 570명의 자료를 위계적 회귀분석 등을 통해 분석하였다. 사회복지관의 조직풍토가 사회복지사의 전문성에 영향을 주고 있다고 나타난 연구결과는 복지관의 풍토(분위기)를 어떻게 조성하고 관리하느냐에 따라 사회복지사의 전문성이 향상되기도 하며, 혹은 그렇지 못하기도 한다는 것이다. 이러한 조직풍토는 궁극적으로는 클라이언트에게 제공되는 서비스의 질과도 연관된 중요한 요소이기도 하다. 따라서 사회복지관 실정에 맞는 긍정적인 조직풍토를 조성하고 관리하도록 사회복지사와 운영자 모두의 노력이 필요하다.

• 가정과삶의질연구
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• 제27권2호
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• pp.77-97
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• 2009

This study evaluates the poverty experiences of low-income single mothers according to the Capability Approach of Amartya Sen. In this approach, the capability to achieve the basic functionings of life, not income itself, is the criterion of poverty. 26 single mothers were interviewed using focus-group interviews and in-depth interviews. 21 functionings on the existence level, 18 on the relatedness level, and 15 on the growth level were found in the areas of work, health, food consumption, clothing, housing, child rearing, and leisure. The results of this study suggest that low-income single mothers can achieve only some of the existence level functionings with significant help from welfare services. They can scarcely achieve higher level functionings in any of these areas.

• 한국IT서비스학회지
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• 제6권3호
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• pp.129-139
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• 2007

It is essential to perform the software process improvement activities to reinforce the software quality. Some companies are trying to improve the software process capability by establishing and implementing the software process improvement strategies voluntarily. But, the whole software industry is not active yet in terms of software process improvement. In this paper, we surveyed 'Software Process Capability Level' of software companies, analyzed the strength and weakness of the companies and provided with systematic approaches to improve Software Process capability. So, this paper contributes that software companies vigorously focus on the Software Process Improvement and eventually have the global competitiveness in terms of software quality.

• 한국정보시스템학회지:정보시스템연구
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• 제29권2호
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• pp.27-50
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• 2020

Purpose The research on the effective use of IS needs to embrace the alignment to organization learning process, which expands the limited focus on dynamic capability of IS use. In addition, it should be done in multi-level analysis with system, user, task, and organization. The current study suggests the inclusion of multi-level analysis of effective use of IS in the perspective of exploration and exploitation. Design/methodology/approach This review selected the representative studies in IS discipline which have investigated the effective use of IS, dynamic capability, operational capability, exploration, exploitation, or organizational learning. In the search of academic archives with those keywords, seventeen papers which have been most cited were chosen and validated whether the focus constructs are directly theorized or validated the suggested keywords. In addition, the level of analysis was verified whether it includes one or more levels of system, individual, task, or organization. Based on the initial analysis of dynamic capability, the further review of research on explorational and exploitational capabilities was implemented. Findings The present review study on previous literature on effective use of IS presented that it is largely implemented in the level of individual but few of them has included organization level. Similarly, the direct investigation of explorational and exploitational use of IS has not been done so much. The needs of study on effective use of IS in depth have been inquired for a decade. However, the review presented that it still lacks profound theories and empirical validations compared to those of adoption stage of IS. Based on the review, future research on the transition between explorational and exploitational use of IS is suggested.