통합 검색 | Korea Science

김준홍
- 산업경영시스템학회지
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- 제30권3호
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- pp.82-88
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- 2007
Service engineering is a new discipline which aims at basically understanding of service and a concrete methodology using engineering approach for service design. In this paper is introduced the serviset graph [7] which is a comprehensive concept to represent service products, processes, and operation activities. The proposed concept is a degree of commonality index in a service product in order to deal with service mass customization using the input-output analysis in economic model.
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진성희
- 공학교육연구
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- 제21권4호
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- pp.35-45
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- 2018
The purpose of this study is to develop a service learning education program for engineers and to investigate its educational effects. This study reviewed the concept and characteristics of service learning and examined the service learning education programs operated in higher education environments. The Service Learning Education Program was developed by integrating engineering design and community service activities. This program has been applied to the engineering education from 2014 to 2016. As a result of the study, the learners' satisfaction with service learning activities, empathy ability, and engineering design ability were improved. Based on the research results, practical implications are suggested to the instructors who want to develop the service learning education program for engineering students.
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김광재;홍유석;신동민;조남욱;정재윤;이연희;박하영;홍정완;강완모;신하용
- 대한산업공학회지
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- 제35권4호
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- pp.226-247
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- 2009
The competitiveness of the service sector is driven by its productivity. Services innovation is essential to enhancing service productivity. This paper first presents a framework for services innovation. The framework consists of three main phases of a service lifecycle (namely, service development, service operation, and service improvement), which are supported by IT infrastructure and service R&D management functions. This paper then identifies major research issues that should be investigated in the near future. The current issues of three representative service industries (namely, healthcare service, telecommunications service, and financial service) are also discussed.
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김준홍
- 산업경영시스템학회지
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- 제35권3호
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- pp.155-162
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- 2012
This study proposes an integrated approach that uses both a fuzzy service FMEA (failure mode and effect analysis) and HOQ (house of quality) matrix algebra in designing and improving a service system. The fuzzy service FMEA methodology applies the customer satisfaction to the fuzzy RPN model. We fuzzify only the service satisfaction that consist in two failure factors, intangible service and tangible service, to more effectively assess the customer satisfactions on service encounters. Proposed fuzzy service satisfactions with triangle membership function are defuzzified by using the Fuzzy Inference System, and these are eventually identified the ranks on the potential fail points. HOQ matrices are constructed from cause-effect relationships. It is possible for these relationship matrix to find a linear approximation solution on the engineering attributes. Thus, in order to demonstrate how the proposed methods work, practical sample of the A/S part in S Electronic Co. provides for the ranking of the engineering attributes which has been successfully implemented.
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정영배;김연수
- 산업경영시스템학회지
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- 제32권4호
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- pp.235-240
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- 2009
This study examines the competitive strategy of service quality in financial industry. Service quality has been suggested as the approach for service organizations to be service and customer oriented. Recently, the issue of internal service quality has been one of topics widely discussed in financial industry. The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. Internal service quality index is used to measure service quality in service industry. In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used. This paper proposes internal service quality index in financial industry. In this paper, we show the application method of internal service quality index.
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