• Journal of Korean Society for Quality Management
• /
• v.43 no.3
• /
• pp.397-408
• /
• 2015

Purpose: Express mail service(EMS) supplied by 'Korea POST'is an international postal service which brings letters, documents and parcels to a destination abroad in the fastest and safest way. This service is in a tough competition with global companies such as TNT, FedEx, DHL or UPS. To build an effective strategy for being competitive, an intensive study on EMS service quality should be accomplished from a customer's perspective. Methods: Kano model and improvement gap analysis are used to categorize and prioritize EMS service quality attributes. A 5-point Lickert scale is employed to apply the Kano model and improvement gap analysis. Each quality attribute can be classified as weak in comparison with competitors, critical for improvement, or potentially competitive. Results: Price, on-time delivery and delivery quality are to be kept as is; fast delivery, parking convenience and staff expertise can be potentially competitive; and the other attributes are considered to be critical for improvement. Conclusions: Fast reimbursement and proper compensation when shipping items are lost or damaged are to be improved with high priority. Efforts to secure fast delivery, parking convenience and staff expertise are needed to be competitive in the future.

• Journal of Korean Society for Quality Management
• /
• v.36 no.3
• /
• pp.22-33
• /
• 2008

In this paper, first of all, the driving performance of QCCs(Quality Control Circles) that are stagnant during 10 years are reviewed. And the usage realities and utilization degree of quality improvement tools in the domestic activities of QCCs are empirically analyzed into size of company and type of business. Thus, this empirical study compares the results of past period in 1997${\sim}$1999 with the results of 6 sigma non-adapting period in 2000${\sim}$2003 through examining the collections of presentation for Korea Quality Control Circle Meetings. Also, according to the introduction of 6 sigma in QCCs activities the difference of utilization degree for quality improvement tools are analyzed to compare the results of 6 sigma non-adapting period in 2000${\sim}$2003 with the results of 6 sigma adapting period in 2004${\sim}$2006. Finally, the utilization degree of 6 sigma tools which follow the driving steps of 6 sigma, DMAIC, are analyzed.

• Journal of Digital Convergence
• /
• v.15 no.4
• /
• pp.199-204
• /
• 2017

Good product quality is so essential to enabling firms to succeed that how to make the product quality better through technology development is one of the most important issues that many CEOs think over. With regard to the product quality improvement from firms' technology development, this study has made an attempt to empirically investigate the effect of the external information network diversity on the product quality improvement of the small and medium-sized enterprises (SMEs) in the information technology (IT) sector, mediated by their production process improvement. This research illuminates the following two points by empirically analyzing the 310 IT SMEs through the ordinary least squares regression analysis. First, IT SMEs' external information network diversity has a positive influence on their product quality improvement from technology development. Second, IT SMEs' production process improvement partially mediates the impact of their external information network diversity on the product quality improvement.

• Journal of the Korean Professional Engineers Association
• /
• v.32 no.6
• /
• pp.44-47
• /
• 1999

This study deals with the quality strategy using brain science as the tool of productivity improvement. Especially, it is critically analyzed that the application of the brain theory to the new deployment methodology of quality management corresponds to the industrial improvement properly in points of performing quality and productivity, and contributing the growth of our society etc.

• Journal of Korean Society for Quality Management
• /
• v.33 no.3
• /
• pp.19-30
• /
• 2005

Recently many organization to become survival in changing marketplace, they must commit to implementing tools, systems, and quality management techniques. In this paper we develop process method of Team's problem-solving to reduce in failure costs. This paper suggest the step process how to measure quality cost reasonably that works in all types organizations. Or what is continuous improvement? Continuous improvement can be described as the continuous reduction of variation. Variation has many sources(machines, methods, materials, measurements, people, and environments) and cause(special & common in organization). As quality cost are not the answer to every organization financial, or quality-related problem, it's real results are designing & implementing quality cost system might be the answer.

• Quality Improvement in Health Care
• /
• v.19 no.2
• /
• pp.14-34
• /
• 2013

Objectives: The purpose of this study is to provide comprehensive information of qualification systems of developed countries needed to establish our national system for QI(Quality improvement) specialists. Methods: All articles related to any applicable domestic or foreign countries' laws, operational status, and detailed programs for professional qualification system of QI were reviewed. Result: In the United States, a non-profit organization, Healthcare Quality Certification Commission (HQCC) has set the policies, procedures and standards in the field of health care quality. And qualification system of CPHQ (certified professional in healthcare quality) has been operated in order to authenticate the qualifications in the field of quality management. IBQH(international Board for quality in healthcare), a qualification system of experts in the United Kingdom, was designed to assist the qualification of professionals to improve the quality of healthcare. In addition, Health Research Center of Feinberg School of Medicine in Northwestern University has been operating Master's and doctoral degree programs in the field of the quality of care and patient safety and IHI (institute for healthcare improvement) open school was operating a professional training course related to the quality of care and patient safety. Conclusion: Quantity and complexity of information of the quality of care and patient safety have been increased. For reform of the health care system, a special training course of the expertise and leadership are needed. So far, there is no national professional certification courses in our nation. Therefore essential job skill should be acquired individually. For systematic and effective quality improvement activities, the educational and certification system with professional development model are needed.

• The Journal of Industrial Distribution & Business
• /
• v.10 no.7
• /
• pp.71-82
• /
• 2019

Purpose - This study aims to identify the priorities of medical service quality improvement by customer satisfaction characteristics and potential customer satisfaction improvement (PCSI) index based on the dualistic quality classification of Kano Model (1984) for Comprehensive Health Screeening Center in General Hospitals and Centers only for Comprehensive Health Screening and suggest a direction for future improvement. Research design, data, and methodology - Through advanced research on health screening medical service quality, this study set four service quality factors, including tangible, human, process and supportive factors, and 39 measurement items. Based on these items, the study used 117 questions, which consist of dualistic quality factors, customer satisfaction coefficients, positive and negative questions for PCSI index and questions for current satisfaction. 300 effective samples were collected for adults in their 20s who experienced health screening service in Seoul, Gyeonggi-do and Incheon within the past two years. Collected data were input in the quality evaluation duality table to categorize quality factors and calculate customer satisfaction coefficients by Timko(1993). The study also analyzed PCSI index in comparison with current satisfaction and identified priorities in quality improvement. Results - It was found that the most urgent factors to improve the quality in both groups were adequate waiting hours and emergency response for complications, which are process factors classified as unitary quality. It is urgently needed to improve the quality as the PCSI index was high in supportive factors (complaint response team) as attractive quality in Comprehensive Health Screening Center in General Hospitals and in process factors (prevention of infection) as unitary quality in Centers only for Comprehensive Health Screening. As the PCSI index was low in space use as a tangible factor, it was found that the current level can be maintained instead of improvement. Conclusions - To improve the health screening medical service quality, it is required to focus on process factors (adequate waiting hours, emergency response for complications, prevention of infection) and supportive factors (complaint response team) among service qualities perceived by users. It is proposed to ensure continuous efforts to manage and reinforce priorities as a direction for future improvement in health screening service.

• Journal of Korean Society for Quality Management
• /
• v.17 no.2
• /
• pp.47-54
• /
• 1989

This study is concerned with the reduction of fraction defective for quality improvement model in manufacturing system. For the methodology, a heuristic method for the selection of alternatives of process improvement is introduced for quality improvement and cost problem subject to cost constraints. This study suggests a model for selecting fraction defective reduction alternatives in multi-stage manufacturing system and a numerical example is presented.

• Proceedings of the Safety Management and Science Conference
• /
• 2012.04a
• /
• pp.269-275
• /
• 2012

This study contain below two contents. First, this study analyse an effect of consciousness of the quality cost for quality cost activity. Second, this study analyse an effect of quality cost activity for productivity improvement. The empirical result of this study is meaning that quality cost consciousness effects productivity improvement by quality cost activity. Therefore, this paper emphasize consciousness of quality cost for productivity improvement.

• Journal of Korean Academy of Dental Administration
• /
• v.9 no.1
• /
• pp.38-43
• /
• 2021

Based on data from the Korean Academy for Dental Administration, which has been conducting the Dental Quality Improvement (QI) Contest since 2010, we aimed to provide basic data for the development of dental quality improvement indicators by analyzing the trends of dental quality improvement activities. A total of 54 articles in the dental QI contest from 2015 to 2021 were used to search for frequently used words and to classify the quality of dental care. The criteria for the quality dimension of dental care were first classified into structure, process, and outcome, and secondary classification was performed into patient safety, timeliness, patient-centeredness, equity, efficiency, effectiveness, and accessibility. The frequently used key terms were satisfaction (five times), efficiency (four times), system (three times), and implant (three times). The activities for process evaluation were high at 62.26%, structural evaluation activities at 35.85%, and outcome evaluation activities at 1.89%. According to the components of dental care quality improvement, the activity performed under efficiency was the highest (33.96%), followed by patient-centeredness (18.87%), effectiveness (16.98%), patient safety (15.09%), accessibility (5.66%), timeliness (1.89%), and the equity (1.89%). QI activities in dental hospitals were mainly activities on improvement in structure and process, as well as activities on efficiency, patient-centeredness, effectiveness, and patient safety.