• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.174-180
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• 2003

While many telecommunications services have successfully benefited consumers, companies, and national economy. there have been more cases for telecommunications service failures. In this paper, based on the survey or 60 telecommuiucations service cases in Korea, determinants or telecommunications service performance are identified and managerial implications are derived Understanding factors contributing to the performance would provide meaningful insights into how to improve the new telecommunications service development.

• Journal of Microbiology and Biotechnology
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• v.11 no.4
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• pp.619-627
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• 2001

n order to increase the virus safety of a human intravenous immunoglobulin (IVIg) that was manufactured by a successive process of cold ethanol fractionation, polyethylene glycol precipitation, and pasteurization ($60^{\circ}C$ heat treatment for 10h), a low pH incubation process (pH 3.9 at $25{\circ}C$ for 14 days) was employed as the final step. The efficacy and mechanism of the fraction III cold ethanol fractionation, pasteurization, and low pH treatment steps in the removal and/or inactivation of blood-borne viruses were closely examined. A variety of experimental model viruses for human pathogenic viruses, including the Bovine herpes virus (BHV), Bovine viral diarrhoea virus (BVDV), Murine encephalomyocarditis virus (EMCV), and Porcine parvovirus (PPV), were selected for this study. The mechanism of reduction for the enveloped viruses (BHV and BVDV) during fraction III fractionation was both inactivation and partitioning, however, it was partitioning in the case of the nonenveloped viruses (EMCV and PPV). The log reduction factors achieved during fraction III fractionation were ${\geqq}$6.7 for BHV, ${\geqq}4.7$ for BVDV, 4.5 for EMCV, and 4.4 for PPV. Pasteurization was found to be a robust and effective step in inactivating all the viruses tested. The log reduction factors achieved during the pasteurization process were ${\geqq}7.5$ for BHV, ${\geqq}4.8$ for BVDV, 3.0 for EMCV, and 3.3 for PPV. A low pH incubation was very effective in inactivating the enveloped viruses as well as EMCV. The log reduction factors achieved during low pH incubation were ${\geqq}7.4$ for BHV, ${\geqq}3.9$ for BVDV, 5.2 for EMCV, and 2.0 for PPV. These results indicate that the low pH treatment successfully improved the viral safety of the final products.

• Journal of the Korean Operations Research and Management Science Society
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• v.36 no.4
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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.

• Journal of Korean Society for Quality Management
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• v.37 no.2
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• pp.1-11
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• 2009

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.289-292
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• 2003

SME's (Small and Medium-sized Enterprises) have limited resources to build information systems on their own. We suggest what government need to do to support SME's, which includes establishing a one-stop service center, outsourcing of public service, and triggering strategy In order for the government support to be effective, it should serve SME's needs continuously and professionally.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2007.11a
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• pp.23-26
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• 2007

As the service industry continues to grow in importance, a new research field called service science has formed so as to conduct more comprehensive and scientific analysis of service. However, much further research is required until we can develop the common terminology and methodology for service design and improvement. A foundational step toward this is giving a lucid definition to service which reflects the intrinsic qualities of it. Many of the service definitions mentioned in existing studies had the limitation that they considered service as the residual from physical products, or tried to conceptualize service based on some characteristics. In this paper we compare and analyze existing studies, discuss about the essential nature of services, and suggest a more comprehensive investigation into service.

• Journal of Environmental Health Sciences
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• v.40 no.2
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• pp.88-97
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• 2014

Objectives: The aim of this study was to evaluate the occurrence of microbiological contamination of kitchen utensils and environments of food service operations at university located in Seoul, Korea. Methods: We collected swab samples from the surfaces of knives, chopping boards, floors, and drains, as well as drinking water and airborne bacteria samples from 20 food service operations. Three bacterial indicators and five food poisoning bacteria were measured quantitatively and qualitatively, respectively. We used selective culture media and the PCR assay targeting 16S rRNA gene for the microbiological analysis. Results: We detected bacterial indicators on knives or chopping boards in eight different food service operations and, three food service operations (I, M, and O) showed more than 3 log colony forming units $(CFU)/100cm^2$ on their knives, significantly higher than the others. The levels of bacterial indicators on the floors and drains in the cooking areas were much higher than those on the cooking utensils. S. aureus was detected on 10 floors and 8 drains. Culturable bacteria were identified in 5 drinking water samples, and food service operation B ($431.1CFU/m^3$) and C ($551.2CFU/m^3$) showed more than $400CFU/m^3$ of total airborne bacteria. Conclusions: These results suggest that some of food service operations in this study may require additional investigation to secure the microbial safety of cooking environments. In addition, further actions including hygiene education for employees and proper guidelines to maintain clean cooking environments should be prepared.

• Journal of the Korean Operations Research and Management Science Society
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• v.33 no.2
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• pp.115-135
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• 2008

An interesting problem in capacitated supply chains is how to guarantee customer service levels with limited resources. One of the common approaches to solve the problem is differentiating service depending on customer classes. High-priority customers receive a better service at the cost of low-priority customers' service level. One of common criteria to determine a customer's priority in practice is whether he has made a reservation before arrival or not. Customers with a reservation usually receive service based on the time the reservation was made. We examine the effect this advance information of customer arrival has on customer service levels. We show the trade-offs between the leadtime and other system characteristics such as the proportion of high-priority customers. when the service level is high. We also suggest how to differentiate service using the asymptotic ratio of the service levels for both types of customers.

• Journal of Korean Society for Quality Management
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• v.28 no.4
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• pp.47-66
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• 2000

In recent, keeping and developing relationships with current customers is a key service business goal, and service recovery efforts is to be the essence of service business strategy. But many researchers have neglected to focus on that issue. So this research is intended to explore service quality factors that include service recovery efforts and grip those difference among service operations systems. Service operations systems are divided into three categories. Our study results suggest that customer oriented firms need to develop a comprehensive service recovery system and must include service recovery as a service quality factor.

• Journal of the Korean Operations Research and Management Science Society
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• v.32 no.3
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• pp.17-31
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• 2007

In this paper, we consider a service system with bi-functional servers, which can switch between the primary service room and the secondary room. A service policy is characterized by the switching paints which depend on the queue length in the primary service room and the service level requirement constraint of the secondary room. The primary service room is modeled as a Markovian queueing system and the throughput of the primary service room is function of the total number of bi-functional servers. the buffer capacity of the primary service room, and the service policy. There is a revenue obtained from throughput and costs due to servers and buffers. We study the problem of simuitaneously determining the optimal number of servers, buffer capacity, and service policy to maximize profit of the service system, and develop an algorithm which can be successfully applied with the small number of computations.