• Journal of Korean Society for Quality Management
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• v.42 no.1
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• pp.43-61
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• 2014

Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effects of factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAIL VOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run with RPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfaction as the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detection had significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA was performed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification, parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes, air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEA was established for the list of customer dissatisfactions that should be addressed to actively manage service failure, and strategies for tackling this priority list are offered.

• The KIPS Transactions:PartC
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• v.8C no.5
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• pp.657-666
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• 2001

In this paper, it is proposed the management items for voice traffic using CDRs so that global carriers can treat and manage the voice traffic for a customer, and defined computational expressions to produce the management items. From them, we have designed the management system, which is composed of web interface module, analysis module, data collection module and database management module, and have improved the availability and convenience of the system using web technologies. In addition, we have tested these items using CDRs in real environments that are collected by the global carrier in order to verify their validity. It is expected that the proposed web based voice traffic management system provide a global carrier with network information collection, fault detection/trouble-shooting and high quality of service through analyzing the characteristics of subscribers.

• Industrial Engineering and Management Systems
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• v.10 no.3
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• pp.179-184
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• 2011

Recently, the fast development of communication technologies has brought a great convince for human beings' life. Lots of commercial services and transactions can be done by using mobile communication equipments such as smart phones. Consequently, smart phones have attracted lots of companies to invest them for their potential growth of market. Compared with basic feature phone, a smart phone can offer more advanced computing ability and connectivity. However, based on the responses of customers, there still are many defectives such as not friendly and smooth operation, short standby time of batteries, threat of virus infected and so on needed to be improved. Therefore, this study will propose a product innovative function development procedure into TRIZ (theory of inventive problem solving) to transform voice of customers into product design and to create novel functions, respectively. A case study of smart phones will be provided to illustrate the effectiveness of the proposed method.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2012.10a
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• pp.977-979
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• 2012

The existing wireless village broadcasting systems use the method to connect to village broadcasting system using wire/wireless telephone to announce the important notices, public relations, and disater status. This type of systems have the problems that if broadcaster is facing rough going or forget the announcement time, it is impossible to inform village people important contents, urgent disaster status, evacuation method. This paper describes internet based village broadcasting system using mobile App to solve these problems. Broadcaster can save the voice and send the voice to App server using the mobile App to activate that voice specific day and time. This mobile App system can improve the efficiency and customer satisfaction of village broadcasting system.

• Phonetics and Speech Sciences
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• v.1 no.4
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• pp.105-109
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• 2009

This thesis describes the method for well voice announcement using the TTS(Text-To-Speech) technology in the shop music broadcasting service. Offering a high quality TTS sound service for each shop requires a great expense. According to a report on the architectural acoustics the room acoustic indexes such as reverberation time and early decay time are closely connected with a subjective awareness about acoustics. By using the result the customers will be able to recognize better the voice announcement by applying sound effect to speech files made by TTS. The result of an aural comprehension examination has shown better about almost all of the parameters by applying reverb effect to TTS sound.

• Journal of Distribution Research
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• v.3 no.1
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• pp.55-69
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• 1998

One of the urgently-needed retail strategies is to lower the labor expenses of the store. For this purpose, more stores are developing new, fancy techniques to make consumers work for the stores without paying them. Examples include self-service system, consumer suggestion system and others. These are called customer voluntary performance. Intiated by Bettencourt(1997), customer voluntary performance(CVT) becomes an important concept in modern retailing. This paper applies three dimensions of CVP (loyalty, cooperation, participation) to the setting of Consumer Complaint Intentions(CCI). Similar to CVP, CCI has three dimensions in itself (voice, private, third party). The major focus of this empirical research is on finding the possible relationships between three dimensions of CVP and three dimensions of CCI. The results show that participation is positively related to the levels of consumer complaint intentions, whereas loyalty is negatively related to the levels of them. This implies that the weak tactic of CVP(loyalty) may reduce the levels of complaint, but strong one(participation) may not be so. More conceptual and empirrical studies are urgently needed.

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.1
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• pp.183-196
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• 2015

With widespread use of smart phones, SNS has been growing rapidly. Companies are required to do its utilization and a preemptive response. However, taking advantage of SNS is still insignificant in the companies. Compared with traditional marketing, people still consider the SNS marketing unfamiliar. This study is aimed at widening the breadth of understanding of marketing activity using SNS and inquiring into its effective applications. In an effort to achieve this research objective, first, this study analyzed the aspect of real applications by reviewing diverse practical business cases. Second, this study provided the momentum of the understanding of SNS marketing-based knowledge. The effective method of producing consumer-intimate products and services lies in customers' participation in development and production. SNS marketing is the very communication and gives ear to a customer's voice. Earnest and creative SNS marketing will play a role as a stepping-stone for businesses to move much closer to a customer.

• Journal of the Korean Operations Research and Management Science Society
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• v.21 no.3
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• pp.127-141
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• 1996

In this paper, we propose a 7-phase life cycle model which applies to Computer Integrated Manufacturing systems. The model emphasizes product design and manufacturing design activities of CIM to secure the critical success factors of CIM systems such as high quality, adaptability, productivity, and flexibility. It is argued that the product design aspect would be divided into three phases-conceptual design, embodiment design, and detialed design. The conceptual design phase is to build a conceptual model of the product based on requirements and specifications which reflect "the voice of the customer". THe embodiment design phase utilizes specific design tools such as DFM, CAE, and CAD, and results in a concrete model of the product and parts. The detailed design phase is to crete a working prototype of the product and design tools such as DFA. CAD and CAM are employed in this phase. The output of the product design activity is to be the input for the manufacturing design activity. Using the proposed model, one can effectively and efficiently manufacture a high-quality, low-cost product with short delivery time, and above all achieve customer'ssatisfaction.isfaction.

• Proceedings of the Korean Institute of Communication Sciences Conference
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• 1987.04a
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• pp.82-85
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• 1987

This paper describes the technology for the improvement of subxdriber loop utilization. Nearly all customer loops are now carried at voice frequency on individual wire pairs. Reenct digital technology improvements together with the increasing cost of wire, have resulted in some penetration of carrier systems into the loop plant. Moreover the increasing use of local digital switching systems should permit digital carrier systems to become an important factor in the loop plant in the future.

• Proceedings of the Safety Management and Science Conference
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• 2010.04a
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• pp.303-313
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• 2010

본 연구는 음식물처리기 제품품질을 구성하는 차원 및 속성을 VOC(voice of customer)분석을 통해서 도출하고 소비자의 특성에 따라 음식물 처리기 제품품질 속성의 중요도 차이에 대한 분석과 고객만족에 영향을 미치는 품질속성에 대하여 분석하였다. 그 결과 소비자의 특성에 따라 음식물 처리기 제품품질 속성의 중요도의 차이와 고객만족에 영향을 미치는 품질속성을 도출하였으며, 본 연구 결과는 향후 음식물 처리기 제품개발에 고객의 니즈를 반영하는데 도움이 될 것으로 기대된다.