• 한국경영과학회지
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• 제36권4호
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• pp.29-41
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• 2011

As industires are evolving into a more advanced type industrial system, service economy has been more emphasized. But with the expansion of the service economy, the failure of the service has also increased. Customers flee caused by the service failure leads to from simple problems like financial loss to serious problems like damaging corporate image. Therefore, if possible, the system providing defect-free service should be established. If this is not possible, preventive measures should be taken in order to minimize the failure. The study as a tool to prevent service failure presents the concepts "service error matrix." And to confirm whether this idea is practical or not, this study investigated the hotel, one of the leading service industries, about actually occurring service failure and applied to service error matrix suggested in this study. Finally service blueprint and Poka-yoke are completed in order to reduce service failure of Y hotel which was the object of the interview for this study.

• 한국건설관리학회논문집
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• 제2권4호
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• pp.117-126
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• 2001

건설산업은 타산업에 비해 불확실성이 크게 존재하고, 작업간에 상호 의존성이 강한 산업으로, 불확실성에 의해 발생되는 변이는 건설산업의 생산성 감소를 가져온다. 불확실성에 의한 변이의 대처방안으로 변이관리 및 연구의 필요성이 절실히 요구되고 있으나, 아직까지 국내에선 연구가 미흡한 실정이다. 본 연구의 목적은 건설산업에서 변이의 원인 빛 유형을 분석하고 그에 대한 대안으로 변이관리 기구 및 기법을 정립에 있다. 변이관리를 위한 방법으로, 우선 국내 건설현장에서의 변이관리 실태를 조사하였으며, 이를 토대로 변이관리 모델을 제안하였다. 변이관리 모델은 변이관리 기구를 통한 첫 번째 접근과 변이관리 기법을 통한 두 번째 접근 방식으로 제안하였고, 변이발생 시기에 따른 접근으로 변이의 발생 전과 발생 시, 발생 후로 변이관리의 상태를 분류하였다. 또한 변이관리에 적용되는 변이관리 기법으로 쉴딩(shielding)과 디커플링(decoupling) 두 가지를 사용하였다. 변이관리 기구 빛 기법의 적용은 국내 건설산업에서 생산성과 신뢰도(reliability)향상을 증대시키는 중요한 요소이며, 변이관리 모델을 이용한 변이관리는 국내 건설산업의 새로운 방향을 제안한다.

• Industrial Engineering and Management Systems
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• 제9권3호
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• pp.251-261
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• 2010

This article demonstrated the application of the Fuzzy Data Envelopment Analytical Hierarchy Process (FDEAHP) to evaluate the root causes of critical defect problems occurring in the production of liquid medicine. The methodology of the research began by collecting the defect data by using Check Sheets, and ranking the significant problems by using a Pareto Diagram. Two types of major problems were found to occur, including glass fragments in the medicine and damaged lid threads. The causes of each problem were then analyzed by using Cause and Effect Diagrams. The significant causes were ranked by FDEAHP under three criteria, Severity (S), Occurrence (O) and Detection (D), followed by the framework of the FMEA Technique. Two causes with the highest Final Weight (FW) of each problem were selected to be improved, such as installing auxiliary equipment, using the Poka-Yoke system, setting the scale of the shaft and lathing the bushes of each bottle size. The results demonstrated a reduction in defects from 3.209% to 1.669% and showed that improving a few significant root causes, identified by an experienced decision maker, was sufficient to reduce the defect rate.