• 품질경영학회지
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• 제50권3호
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• pp.387-405
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• 2022

Purpose: This study aims to develop a communality model to measure the service quality that the customers encounter on face-to-face and non-face-to-face automobile insurance before and after insurance purchase. Methods: For these purposes, we conduct a five-step program to develop a comprehensive communality model to measure service quality except insurance purchase channels. Results: As a result, we find five communality factors: value-added service for automobile maintenance, value-added service for drivers, quickness, dispatch service, and convenience of the service process. And the relative importance of service quality factors was in the order of value-added service for drivers, the convenience of the service process, quickness, and dispatch service, respectively. Conclusion: This study developed the opportunities to enhance service quality to attract customers. And it contributes to the academic literature by reporting the industry-specific service quality model, which maintains a theoretical gap in the online and offline automobile insurance industry.

• 산업경영시스템학회지
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• 제43권3호
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• pp.95-100
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• 2020

Machines and facilities are physically or chemically degenerated by continuous usage. One of the results of this degeneration is the process mean shift. The representative type of the degeneration is wear of tool or machine. According to the increasing wear level, non-conforming products cost and quality loss cost are increasing simultaneously. Therefore a periodic preventive resetting the process is necessary. The total cost consists of three items: adjustment cost (or replacement cost), non-conforming cost due to product out of upper or lower limit specification, and quality loss cost due to difference from the process target value and the product characteristic value among the conforming products. In this case, the problem of determining the adjustment period or wear limit that minimizes the total cost is called the 'process mean shift' problem. It is assumed that both specifications are set and the wear level can be observed directly. In this study, we propose a new model integrating the quality loss cost, process variance, and production volume, which has been conducted in different fields in previous studies. In particular, for the change in production volume according to the increasing in wear level, we propose a generalized production quantity function g(w). This function can be applied to most processes and we fitted the g(w) to the model. The objective equation of this model is the total cost per unit wear, and the determining variables are the wear limit and initial process setting position that minimize the objective equation.

• 품질경영학회지
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• 제17권2호
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• pp.158-167
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• 1989

In this paper, a model is presented which incoporates the possibility of quality control at each of the production stages. We consider the TYPE I error and the TYPE II error in inspection procedures. In addition to alternative quality control configurations, the model integrates the carrying costs of in-process and finished inventory, quality of production process, reprocessing including fixed and variable cost. Our policy determines the value of optimal lot-size and reprocessing batch size in reducing the total costs. A numerical example illustrates the model framework and highlights the role of the decision variables.

• 유통과학연구
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• 제11권12호
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• pp.51-62
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• 2013

Purpose - A pre-study on service quality-based customer value is conducted with the path structure (perceived value of service quality→customer satisfaction→behavior intention) based on the hierarchical model of service quality including interaction and outcome quality, physical environment quality and the SERVQUAL model of process quality, namely, reliability, responsiveness, assurance, empathy, and tangibles. In addition, customer value in the service industry is studied by dividing into the two-way structure of utilitarian and emotional values. This study classifies customer values of family restaurants through the customer value model based on the 4×4 matrix needs system of Jeon and Kim (2009). It illustrates the path structure of customer value→customer satisfaction→behavior intention targeting college students in order to generalize the customer value system of family restaurants. Research design, data, and methodology - This study established seven hypotheses based on the relationship between each type of customer value (food quality, convenience, social, emotional, interior quality, service encounter, and purchasing) and customer satisfaction, and the relationship between customer satisfaction and behavior intention. The study data were collected from students in the Department of Business and Tourism at Kimpo University. In all, 294 survey papers were returned of the 300 distributed: 253 pieces were used in the final analysis excluding 41 with insufficient and less effective answers. For statistical analysis, the statistics software package SPSS 15.0 was used. Results - The results of the analysis are as follows: first, the customer values of family restaurants are classified by seven customer values: goods quality value, emotional value, convenience value, social value, purchasing value, service encounter value, and inner quality value. Second, emotional value, purchasing value, service encounter value, and inner quality value had positive impact on customer satisfaction. In particular, purchasing value through being included in functional value was not classified in the previous study; however, this study could classify and generalize this value in a new way. Finally, customer satisfaction had a positive impact on behavior intention. This showed that college students had behavior intention - repurchase intention and word-of-mouth - because they could be content with the food items on the menu and the service provided by employees. Conclusions - The main points based on the above-mentioned results are as follows. This study with college students as study subjects could be classified into four dimensions, namely, generic value, usage value, purchasing value, and physical value and seven sub-dimensions on customer values of family restaurants based on a 4×4 matrix needs system. Then, to confirm its generalization, the path structure of customer value→customer satisfaction→behavior intention was verified. While existing pre-studies used simplified values by classifying restaurant values largely as utilitarian value and hedonic value, this study classified various forms of customer value, and that customer value especially could be expanded by adding purchasing value. As a result, it is shown that marketers need to diversify their customer services because this study proved that customer values can be classified in various ways based on customer needs.

• 산업경영시스템학회지
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• 제19권40호
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• pp.233-240
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• 1996

A fixed amount compensator is proposed for a process with a linear tool wear function. A Cost model is constructed which involve process adjustment cost and quality loss. Symmetric and asymmetric quadratic functions of the deviation of a quality measurement from the nominal target value are considered as the quality loss functions. Methods of finding optimal values of initial setting and compensation limit are presented and a numerical example is given.

• 산업경영시스템학회지
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• 제21권45호
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• pp.201-213
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• 1998

We address the problem of choosing the most economic mean value for an automatic filling operation on a production line through the sampling inspection. If quality characteristic of a unit is less than inspection specification then the goods is not accepted. Otherwise, it is accepted. The lots that the numbers of non-conforming units in a sample are larger than the allowable number of non-conforming units are rejected. The non-conforming units in the rejected lots are separated by the screening inspection. The non-conforming units separated are sold in discount price. We assume that quality characteristic is larger-the-better characteristic, the distribution of quality characteristic is normal distribution, and the standard deviation of the distribution is known. This paper presents total expected profit function model considering sales revenue, inspection costs, and material costs. The manufacturing process mean value maximizing total expected profit is determined, and the results of the process target value and total expected profit is analyzed as coefficients change.

• 한국건축시공학회:학술대회논문집
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• 한국건축시공학회 2012년도 추계 학술논문 발표대회
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• pp.129-132
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• 2012

Value Engineering(VE) process is going to make a series of improvements for the effective construction project management or optimal proposal to improve quality, performance improvement, cost reduction and customer satisfaction. For making the quality model based on better than the architecture that is required in the VE, such a project promoting creative plan, functionality and constructability reflecting the materials and improved construction methods and building life cycle for reviewing the smooth progress of the construction projects may be necessary for management techniques. This study is to establish a management plan in the educational facilities construction process through education institution's recent orders completed by VE case study.

• 품질경영학회지
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• 제12권2호
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• pp.6-10
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• 1984

A model for obtaining optimal resetting period and optimal target value of the process quality level is proposed when the quality characteristic is subject to a linear shift in mean. Different sales conditions are considered where good items can he sold at a regular price and bad items at a discounted one. Some numerical examples are also given.

• 품질경영학회지
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• 제52권2호
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• pp.185-199
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• 2024

Purpose: The improvement of yield and quality in product manufacturing is crucial from the perspective of process management. Controlling key variables within the process is essential for enhancing the quality of the produced items. In this study, we aim to identify key variables influencing product defects and facilitate quality enhancement in CNC machining process using SHAP(SHapley Additive exPlanations) Methods: Firstly, we conduct model training using boosting algorithm-based models such as AdaBoost, GBM, XGBoost, LightGBM, and CatBoost. The CNC machining process data is divided into training data and test data at a ratio 9:1 for model training and test experiments. Subsequently, we select a model with excellent Accuracy and F1-score performance and apply SHAP to extract variables influencing defects in the CNC machining process. Results: By comparing the performances of different models, the selected CatBoost model demonstrated an Accuracy of 97% and an F1-score of 95%. Using Shapley Value, we extract key variables that positively of negatively impact the dependent variable(good/defective product). We identify variables with relatively low importance, suggesting variables that should be prioritized for management. Conclusion: The extraction of key variables using SHAP provides explanatory power distinct from traditional machine learning techniques. This study holds significance in identifying key variables that should be prioritized for management in CNC machining process. It is expected to contribute to enhancing the production quality of the CNC machining process.

• 산업경영시스템학회지
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• 제41권3호
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• pp.145-153
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• 2018

Taguchi regarded the concept of quality as 'total loss to society due to fluctuations in quality characteristics from the time of supplied to the customer.' The loss function is a representative tool that can quantitatively convert the loss that occurs due to the deviation of the quality characteristic value from the target value. This has been utilized in various studies with the advantage that it can change the social loss caused by fluctuation of quality characteristics to economic cost. The loss function has also been used extensively in the study of producer specification limits. However, in previous studies, only the second order loss function of Taguchi is used. Therefore, various types of losses that can occur in the process can't be considered. In this study, we divide the types of losses that can occur in the process considering the first and second loss functions and the Spiring's reflected normal loss function, and perform total inspection before delivering the customer to determine the optimal producer specification limit that minimizes the total cost. Also, we will divide the quality policy for the products beyond the specification limits into two. In addition, we will show the illustration of expected loss cost change of each model according to the change of major condition such as customer specifications and maximum loss cost.