• 디지털콘텐츠학회 논문지
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• 제11권4호
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• pp.537-543
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• 2010

소프트웨어의 발전에 따라 유지보수 프로세스도 지속적으로 개선되어 왔다. 또한 기존 하자유지보수 중심의 개념은 운영관리 및 서비스의 향상을 요구하고 있다. 그러나 서비스 기반의 요구사항들을 유지보수 수행에 반영하는 데에는 여러 가지 제약사항을 가지고 있다. 이런 문제들을 해결하기 위하여 서비스에 기반하여 유지보수를 할 수 있는 프로세스의 연구가 필요하다. 본 연구에서는 서비스 기반의 소프트웨어 유지보수 프로세스를 제안한다. 제안하는 프로세스는 소프트웨어 개발과 유지보수 관련 표준인 ISO12207을 기반으로 서비스 기반의 대표적 표준들과 비교한다. 관련연구로 $SM^{MM}$, ITSCMM, ITIL의 활동을 연구하여 유지보수와 관련된 활동들을 찾아내고 ISO 12207의 활동들과 비교하여 서비스 기반의 유지보수 프로세스 활동을 식별한다. 이를 통해 서비스 관리 단계를 제안한다. 서비스 관리 단계는 4개의 활동과 8개의 산출물로 정의하였다. 마지막으로 제안한 프로세스를 일반적인 서비스 수행과정과 비교하여 결과를 검증하였다.

• Journal of Information Technology Applications and Management
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• 제16권3호
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• pp.45-58
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• 2009

This paper is an empirical study especially to understand recent Chinese internet banking users' behavior and intentions through the process quality, outcome quality, customer satisfaction, reuse and word of mouth on internet banking service. The results of this study are as follows. First, percieved process quality of internet banking service affects the outcome quality, and both quality have a direct relation to customer satisfaction. It is found that Chinese internet users perceive a difference between process quality and outcome quality of internet banking service. And the reuse of the internet banking is decided by customer satisfaction as well as the word of mouth of the internet banking. For successful internet banking business in China, internet marketers should recognize that the service quality consists of the process quality and the outcome quality, and they should organize a new campaign that takes this information into consideration. And considering the process quality effect, they should pay attention to service process as well as the direct merit of services.. And if an internet banking service properly meets customer demands, internet users would constantly use internet services and would share good experiences with their neighbors. Therefore the result of our study will be of working-level help for financial company in China.

• 정보화연구
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• 제9권2호
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• pp.133-142
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• 2012

Gartner predicts that by 2012, 40% of EA programs will be stopped due to poor execution and the failure of delivering business value. An organization needs a practical solution to achieve an EA vision. The EA essential approach should be that of business service and process orientation than systems and IT orientation. We propose an Actionable Enterprise Architecture (AEA) which is based on BPM (Business Process Management) and SOA (Service Oriented Architecture), and connected to service & process orientation and engineering. The architecture proposed provides traceability between service-oriented enterprise architecture and its solution. The proposed architecture can transform enterprise architecture from conceptual to physical levels (solutions) with a service and business process paradigm.

• 품질경영학회지
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• 제40권4호
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• pp.599-614
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• 2012

Purpose: We measure service quality based on service process, and examine relationships among product quality, product and service loyalty. Methods: We develop a construct to evaluate process based service quality. We collect data from customers of auto maintenance centers to measure perceived product quality, service and product quality. We test relationships between constructs using structural equation model and regression analysis. Results: Relationships among perceived-product quality, service quality, service loyalty, and product loyalty are all significant. Conclusion: Perceived-product quality has a indirect impact through service quality and loyalty in addition to a direct impact on product loyalty.

• 한국컴퓨터정보학회논문지
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• 제21권12호
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• pp.97-105
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• 2016

Network-Centric Operational Environment(NCOE) service becomes critical in today's military environment network because reusability of service and interaction are being increasingly important as well in business process. However, the refinement of service by semantic similarity and functional similarity at the business process was not detailed yet. In order to enhance accuracy of refining of business service, in this study, the authors introduce a method for refining service by semantic similarity and functional similarity in BPMN model. The business process are designed in a BPMN model. In this model, candidated services are refined through binding related activities by the analysis result of semantic similarity based on word-net and functional similarity based on properties specification between activities. Then, the services are identified through refining the candidated service. The proposed method is expected to enhance the service identification with accuracy and modularity. It also can accelerate more standardized service refinement developments by the proposed method.

• 대한산업공학회지
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• 제31권1호
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• pp.56-67
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• 2005

The Processes of a new product design based on ergonomics and customer satisfaction have been studied for years. However, few attempts have been made to systematically include ergonomic design concept to communication service design. Service design can be regarded as a specific type of product design in a way that the processes of product design can also be employed to those of service design. However, a few difficulties may often arise in doing so. First, services have no explicit tangible features, which implies that a customer may not properly appraise contents, quality and functionality of newly designed services with a prototype before launching into market. Second, customer demands on services change more rapidly according to advances in related technology. In the study, we examined earlier studies of product design process and identified that a service design process must alos conform ergonomic methodology, extracting innovative values for creativitybased design and subsequently evaluate its level of customer satisfaction. In this study, we proposed a customer-centered ergonomic design process for communication services. This process includes a hierarchical structure of service requirement identification, customer-centered trend analysis, service scenario development and service evaluation. To prove the practicality of the design process, a case study of communication service design was conducted according to the procedure that follows.

• 한국항공운항학회지
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• 제24권3호
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• pp.69-79
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• 2016

This study examines the awareness of the curriculum of the cabin service major students at 2 year colleges through the CIPP (Context, Input, Process, Product) evaluation model and an empirical analysis on how their awareness affects Service Orientation and Service Hospitality. It was proven that the CIPP evaluation model has a positive effect on the satisfaction of their department, and also has a meaningful effect on Service Hospitality and Service Orientation statistically. However, the satisfaction of their department itself is not associated with the increase of Service Orientation and Service Hospitality so it negatively affected them. Moreover, both the Service Management program(Process) and Service Attitude(Product) have a meaningful effect on Service Hospitality, and Service Hospitality also has a meaningful effect on Service Orientation. So it resulted in a casual relationship among them. As a result, it is desperately necessary to promote an educational environment that will increase the satisfaction of the department and help students to become flight attendants. It is also necessary to increase awareness of the Service Management program(Process) and Service Attitude(Product).

• 융합보안논문지
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• 제7권1호
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• pp.91-97
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• 2007

워크플로우 시스템의 필요성이 증가함에 따라 기존에 주된 응용분야인 정부나 교육기관과 같은 공공부문의 일반 관리들뿐만 아니라 많은 분야의 기관들이 워크플로우 시스템을 사용할 것이다. 그러나 기존의 워크플로우 시스템들은 오직 시스템 내부에서만 프로세스 정의의 공유가 이루어지고 있기 때문에 서로 다른 플랫폼을 사용하는 협력업체와의 프로세스 정의 공유가 어렵다는 단점이 있다. 본 논문에서는 이러한 단점을 해결하기 위해 웹 서비스를 이용하였다. 웹 서비스는 네트워크가 구축되어 있으면 어느 곳에서든 이용할 수 있으며 서로 다른 플랫폼간의 연동이 가능하다는 장점이 있으므로 이를 이용하여 워크플로우 레지스트리를 개발하였다. 이로 인해 지리적으로 분산되어 있는 기업 내의 여러 부서나 서로 다른 플랫폼을 사용하는 협력 기업들 간에도 워크플로우 프로세스 정의를 공유할 수 있게 될 것이다.

• 산업경영시스템학회지
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• 제28권4호
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• pp.7-13
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• 2005

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.

• 대한안전경영과학회지
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• 제8권6호
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• pp.109-118
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• 2006

This paper proposes service layout strategy considering service characteristics by the use of benchmarking production system such as layout by P-Q chart, improvement tool, automated system, Toyota production system and lean production system. This paper represents operation methodology of statistical process control using control chart for service performance outcomes.