• Korea Journal of Hospital Management
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• v.24 no.2
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• pp.38-55
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• 2019

Purpose / Approach : This study aims to analyze the level of public service motivation and its antecedents by using survey data of 1,498 professional employees in public and private hospitals. Findings : Among job-related, organization-related, and socialization-related factors of professional employees, the socialization factors have a strong effect on individual's overall and the four sub-dimensions of public service motivation. While the effect of organizational identification is prominent in the public hospital, professional identification is more powerful in the private hospital. Person-job fit and person-organizational value fit also play a significant role in determining public service motivation. Organizational vision salience in public hospital has negative effect on public service motivation and attraction-to-public-service dimension. The significant determinants and its effect size are different according to hospital type and each sub-dimension of public service motivation. Practical Implications : The empirical findings show that individual's level of public service motivation in hospitals could be enhanced through the interaction between individual and their organization, and various organization-related factors. Further implications of the study are discussed from human resource management perspective in hospitals.

• Journal of the Korea Safety Management & Science
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• v.21 no.2
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• pp.15-23
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• 2019

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi's loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers' dissatisfaction by loss.

• International Journal of Highway Engineering
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• v.16 no.4
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• pp.75-86
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• 2014

PURPOSES: The aim of this paper is developing user-oriented flexible Level Of Service (LOS) system for integrated asset management of various road facilities. It is essential to overcome limitations of general management systems which only focus on a type of assets (e.g. pavement, bridge etc.), and to serve a customizable LOS platform for smooth implementation and future improvement of the LOS considering various managerial environments of road agencies. METHODS: This study suggested a total framework of the LOS system as a process for self-development, operation and improvement of LOS system to conduct the PDCA (Plan-Do-Check-Act) in management process. In the process, we adopted user-customizable elements regarding asset definition, service index and evaluation method to match with the managerial environment of road agencies. In addition, we conducted an empirical study on the entire process of the suggested LOS system with a real road agency (Korea Express Highway) to prove applicability of the LOS system. RESULTS: From the empirical study, we confirmed that the suggested LOS system framework were suitable for development of customized LOS system. In addition, evaluation of asset conditions by LOS ratings, and quantification of vision achievement of the Korea Express Highway were successfully made. It would be the first trial in integrated management approach with LOS systems for numerous road facilities. CONCLUSIONS : It was recognized that easy application and sustainable improvement of the LOS was the most critical point in asset management. The suggested LOS system would be a powerful weapon as a managerial tool in preparing tight budget, aging infrastructures, and increased demands for more accountability both in Korea and internationally. Implementation of the LOS system needs to be expanded to the other infrastructure members to serve satisfactory level of service to taxpayers.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.312-319
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• 2003

In late 90s, organizations recognized the information technology as an key enabler of the business strategic accomplishment which lead them heavy increment on IT investment. These organizations tried to hold the competitive advantage by focusing on their core competency. And these acts raise their interests on IT outsourcing. Recent trends of the organizations concern on evaluating the effectiveness of the previous IT investment and the reasonable selection on IT investment type. Also, the objective evaluation of the service level and continuous improvement are major concern of the outsourcer. Consequently, interests on Service Level Agreement (SLA), an immanence operating tool for managing the level of the information system service objectively and qualitatively, were raised among IT outsourcing service providers, outsourcers, and operating departments. Yet, only a few domestic conglomerates adopted the SLA, and exact usage of the SLA is currently unknown. Because of the importance of the SLA between a service provider and an outsourcer, the agreement is treated with high confidentiality. This raised the problems to both the private and public organizations, are considering the SLA, with absence of concrete guide line to internalize SLA management process. This study provides the organizational and environmental factors of the adopting and applying the Service Level Agreement (SLA) by conducting multiple case research. The sampled companies are currently implementing the SLA over 1 year of usage period. Factors were used to provide the operational contribution for implementing the SLA. The study also provides the effects on IT performance through the SLA. For this, in depth interview was conducted for each sampled company. As a result, if SLA between outsourcer and service provider can be used as an immanence operation tool and actively implemented, SLA will be an strategic tool for various decision making in IT management practice with long term relationship, better shared partnership, and continuous service improvement.

• Journal of Information Technology Applications and Management
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• v.14 no.1
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• pp.1-20
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• 2007

IT outsourcing becomes one of the important shills for managing diverse and complex information systems, SIA is considered as an one of the success factors for the successful outsourcing management. Since it helps to establish common goal and provides better visibility of trends and performance, the SLA process must go beyond mere measurement to include a methodology for the ongoing management of service levels, and for the continuous improvement of service activities, functions and processes. Despite SLA is one of the most important skills for the successful outsourcing, few studies have been conducted for academic as well as practical purpose. For this reason, The objective of this study is to develop an SLA's maturity model and empirically demonstrate how SLA's maturity level affects its Performance through SLA's maturity model. The major contributions of this study are in two areas. This study contributes to academicians as well as practitioners. First, from the academic perspectives this study tries investigating the maturity level of the SLA based on empirical data. Second, practitioners can self-test their firms' maturity level using the proposed model. The results of this study show that the SLA's maturity level affected positively SLA's performance. It is founded that the SLA's maturity level had a significant impact on SLA's performance.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1996.04a
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• pp.89-92
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• 1996

It is generally recognized that Video On Demand (VOD) service will become a promising interactive service in B-ISDN. We consider a hierarchical two level network architecture for VOD service. The first level consists of connected Local Video Servers(LVSs) in which a limited number of high vision programs are stored. The second level has one Central Video Server(CVS) containing all the programs served in the network. The purpose of this paper is to analyze the network traffic and to propose the storage policy for LVSs. For this purpose, we present an analysis of program storage amount in each LVS, transmission traffic volume between LVSs, and link traffic volume between CVS and LVSs, according to changing the related factors such as demand, the number of LVSs is also presented on the basis of the tradeoffs among program storage cost, link traffic cost, and transmission cost.

• Journal of the Korean Operations Research and Management Science Society
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• v.30 no.1
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• pp.17-26
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• 2005

There is the uncertainty of demands at each retailer in the supply chain. To satisfy customers' demand, retailer must have enough inventory. Nevertheless, stockout is occurred for some retailers. A lateral transshipment policy can be effectively used to deal with stockout. The new lateral transshipment policy, referred to service level adjustment (SLA), is suggested. The difference between SLA and previous policies is the integration of an emergency lateral 'transshipment with a preventive lateral transshipment to efficiently respond customers' demand in the proposed policy. Additionally, the service level to decide the quantity of products is considered. Simulation experiment is executed to treat stochastic factors in the two-echelon supply chain. The proposed policy can reduce total cost and is more effective to the change of demand, penalty cost, and ordering cost than the currently used policies.

• Journal of Korean Society for Quality Management
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• v.38 no.3
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• pp.340-353
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• 2010

Properly designed and well-executed services enable e-commerce companies to capture the unique needs and preferences of customers, help them build customer loyalty, and thereby, strengthen their competitiveness in the marketplace. An object of this study is the new open-market company and it has only 3 percent of the market share. Therefore, it is needed to raise the market share by improving the service qualities. This article presents a six sigma project for service quality improvement in the open-market company. This study was carried out based on five steps of DMAIC which is six sigma technique. First, a defect rate was defined as unsatisfaction rate. In addition, 50-people data was analyzed and it was shown that the defect level was 2.5 sigma level. In this study, in order to raise the sigma level, novel eight action items were determined based on SIPOC, FDPM, cause and effect diagram, matrix chart, Pareto chart and statistical analysis.

• Journal of Korean Society for Quality Management
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• v.50 no.3
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• pp.407-424
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• 2022

Purpose: This study examines the relationship between the environment, society, and governance (ESG) perception of service providers and service quality by considering job satisfaction as a mediator in the Korean parcel delivery context. Methods: This study uses a multi-level analysis by incorporating organizational and individual levels of analysis. It employs a survey method for measuring the ESG perception of parcel delivery persons and service quality ratings from the Korean government. A hierarch regression analysis with 241 responses was used to test hypotheses. Results: The results of this study provide evidence that the ESG perception, particularly its social dimension, of parcel delivery persons is positively associated with service quality. This study also finds the positive effect of the ESG perception on job satisfaction. However, the mediating effect of job satisfaction between the ESG perception and service quality was not confirmed. Conclusion: This study presents significant implications for scholars and practitioners. Parcel delivery companies should implement relevant ESG activities and communicate them with their service persons to improve delivery service quality. The ESG perception of employees plays a critical role in the moment of truth in parcel service delivery to enhance customer satisfaction and service quality.

• The Journal of Industrial Distribution & Business
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• v.9 no.11
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• pp.77-91
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• 2018

Purpose - In this research, we investigate the relationship between the level of information technology utilization, social capital and knowledge management, organization performance. For information and knowledge management, participants' certain level of information technology utilization is required and connections among participants are necessary for performing and for synergy effects. Research design, data, and methodology - Reflecting on these, we empirically analyze the effects of participant's information technology utilization level and social capital on knowledge management and organization achievement for the case of Incheon International Airport. Questionnaire is distributed to the airport employees and collected 221 samples for analyzing. SPSS and AMOS statistic programs are used for analysis. Factor analysis, Credibility adaptability, path analysis, hypotheses are verified. Results - The study research shows as follow. First, the level of IT utilization does affect social capital but does not affect knowledge management. Second, social capital affects both knowledge management and organization achievement. To investigate more about the relationship between the level of IT utilization and knowledge management, we analyzed the control effects of personal characteristics, and findings are, first, employees with longer time service recognize the importance that the level of IT use and knowledge management affect organization achievement more seriously than employees with shorter time service do. Second, employees with shorter time service and younger employees have relatively lesser social capital and participate in knowledge management passively. Third, higher position employees think that the level of IT utilization affects knowledge management while lower position employees do not. Conclusions - The level of IT utilization affects social capital, and social capital affects knowledge management and organization achievement. These results suggest that the level of IT utilization is very important to both organization and each employee. So providing related training and education opportunities or incentives to induce employees to make efforts for higher level of IT utilization and thus to participate in knowledge management more actively is necessary. The level of IT utilization affects social capital which airport employees lack. The one of study results indicates the importance of social capital and for higher competitiveness of the airport social capital should be increased.