• 한국시뮬레이션학회논문지
• /
• 제27권2호
• /
• pp.91-100
• /
• 2018

기업의 고객 접점으로 중요한 역할을 하는 콜센터는 최근 고객 접근성과 편의성을 향상하기 위해서 전화 외에 다양한 접근채널을 지원하는 옴니채널 컨택센터로 변화하고 있다. 다양한 채널을 지원하는 옴니채널 컨택센터는 채널별로 상담사를 운영하고 있다. 상담사 배치에 따라 채널별 응대율, 대기시간과 같은 옴니채널 컨택센터의 성과가 결정되기 때문에 채널별 상담사 배치는 중요하다. 기존 전화 콜센터의 경우 전화 상담의 특성에 맞게 상담사를 배치하면 되었으나, 채널의 종류가 다양해지고 서로 다른 성격을 가진 채널들을 동시에 처리해야 하는 옴니채널 컨택센터의 경우 전화 상담을 기반으로 한 기존의 상담사 배치 전략만으로는 효과적인 상담사 운영이 어렵다. 이에 본 연구는 전화 외에 이메일, 채팅, 영상상담을 수용하는 옴니채널 컨택센터를 시뮬레이션하기 위한 모델을 개발하고, 시뮬레이션을 통해 상담원 배치 최적화 방안에 대해 연구하였다.

• 지능정보연구
• /
• 제28권1호
• /
• pp.287-310
• /
• 2022

인공지능의 등장으로 과학기술 분야 뿐만 아니라 산업의 고도화가 가속화되고 있다. 기업은 인공지능 기술의 효과적인 도입을 통한 지능형 제품 개발로 고객 경험 혁신 및 가치 창출을 실현하고자 한다. 그러나 지능형 제품은 인공지능과 같은 급진적인 기술을 기반으로 하는 제품의 특성상 기존 제품과 개발 방식에 있어 차이를 나타내며, 기존 제품 개발 방법론을 그대로 적용하기에 명확한 한계가 존재한다. 본 연구에서는 차량용 음성비서를 예시로 기업들의 성공적인 지능형 신제품 개발을 위한 KANO-TOPSIS 기반의 새로운 연구 방법을 제안한다. 먼저 KANO 모델을 통해 고객들이 신제품에 필요하다고 생각하는 기능을 선별 및 평가하고, TOPSIS를 통해 고객들이 필요로 하는 기능의 중요도를 구해 신제품 개발을 위한 새로운 기능의 우선순위를 도출한다. 분석을 위해 차량 상태 확인 및 기능 제어 요소, 주행 관련 요소, 음성비서 자체의 특성, 인포테인먼트 요소, 일상생활 지원 요소 등 주요 카테고리를 선정 및 고객 요구속성을 세분화하였으며, 분석 결과, 높은 인식 정확도가 차량용 음성비서 개발에 있어 최우선으로 고려되어야 할 요소로 나타났다. 운전자의 생체 정보, 사용 습관 등에 맞춤화된 콘텐츠를 제공하는 인포테인먼트 요소는 예상과 달리 낮은 우선순위를 나타낸 반면 차량 상태 알림, 주행 보조 및 보안 등 운전자의 안전과 관련된 기능들은 보다 우선적으로 개발되어야 할 요건으로 밝혀졌다. 본 연구는 KANO와 TOPSIS를 결합한 우수한 모델을 통해 혁신적인 지능형 신제품의 특성에 맞는 새로운 제품 개발 방법론을 제시했다는 점에서 의의가 있다.

• 한국패션뷰티학회지
• /
• 제6권1호
• /
• pp.1-15
• /
• 2008

Beauty Art typically has been viewed as the best way to represent women's beauty. Specifically, nail art is a mean for the new generation to unveil their individuality. Nail-shop customers usually feel refreshed, and that emotional change gives them aesthetic and emotional satisfaction. The popularization of nail art and the growth of nail-art market arises the people's concern to the necessity of marketing strategy as part of the beauty industry, as well as the importance of service quality and customer satisfaction. The purpose of this study is to examine women's changing view of nail care and relevant consumption behavior. Also to analyze the voice of customers about the quality of services provided by nail shops, and to have the right understanding of the industry and as well as to determine some of the right directions for marketing.

• International Journal of Contents
• /
• 제8권3호
• /
• pp.71-78
• /
• 2012

The emergence of the Internet has provided a new outlet for consumers who experience service failure from products and services, augmenting the traditional options of entry, voice and action. Consumers' negative word of mouth through online (word-of-mouse or eWOM) far exceeds traditional word of mouth (WOM) in respect of its potential effectiveness, speed and spread. This paper tries to figure out the service failure themes in the health care industry by analyzing online word-of-mouse using the critical incidents technique (CIT). Complaint themes in the area of healthcare are identified and analyzed. The results identify that major complaint theme differed according to the site type. Also, the findings indicate that delivery and customer services are critical issues when consumer makes negative WOM.

• 시스템엔지니어링학술지
• /
• 제5권2호
• /
• pp.1-9
• /
• 2009

This paper proposes an effective method on the DFILS(Design for Integrated Logistics Support) in ammunition development applying QFD(Quality Function Deployment) method. The goal of this research is to define the Design for ILS approach at the start of the ammunition development and to yield a set of reusable requirements. Based on 000mm High-Explosive(Warship ammunition) development work, a QFD software tool, CUPID, was used to analyze and define the field force's requirements. Additionally, a set of reusable requirements are identified and defined for use during the Design for ILS development phase in the next-generation ammunition development process. These set of requirements that consider both the priority and importance of the VOC(Voice of Customer) will contribute to the early phase of the ammunition development to implement the Design for ILS specialty engineering effort.

• 대한안전경영과학회지
• /
• 제11권1호
• /
• pp.75-85
• /
• 2009

Designers have to consider voice of customer, process capability, manufacturing standards & condition, manufacturing method and characteristics of products to decide tolerances. Especially, in case of position of hole and pin, designers have to consider process capability to decide tolerances. The traditional position tolerances used in a drawing are theoretical values which are allocated to position under the worst case assembling condition that both hole and pin are the maximum material condition(MMC). However, when the process capability is high, more exact product size can be produced under stable manufacturing condition. Larger clearance of hole and pin can be allocated. In this point of view, manufacturer could increase the yield by allocating larger position tolerance than theoretical position tolerance of hole and pin considering process capability.

• 경영과학
• /
• 제13권3호
• /
• pp.91-104
• /
• 1996

The basic idea of Quality Function Deployment(QFD) is to deploy the voice of customers into the final product through product planning, part planning, process planning, and manufacturing. In the product planning stage, which is the first stage of product development, customer attributes(CAs) are translated into engineering characteristics(ECs). Then, based on the relationship between CAs and ECs, the target values of ECs are determined. In the previous research, the process of analyzing these relationships is mostly subjective in nature. In this article, we formulate the process of determining the target values of ECs as an optimization model. That is, we first determine the relationship between CAs and ECs as cumulative logit models and construct constraints into which the company strategy as well as the needs of customers can be incorprated. Next, cost functions of ECs are developed, which are summed into an objective function. An algorithm to solve the formulated optimization problem is developed and illustrated with an example.

• 한국의류학회지
• /
• 제33권3호
• /
• pp.366-378
• /
• 2009

The purpose of this study was to understand fashion product consumers' relationship dissolution by considering the characteristics of customer behavior and examining the connection between the main variables. The survey was conducted on 623 women over 20 years old who had experienced relationship dissolution or problems with regular fashion stores in the areas of Seoul and Kyungki in September 2005. The SPSS 12.0 package and Amos program were used to analyze the data. The results of this study were as follows: First, service recovery justice of a fashion store, interactional justice, distributive justice, and procedural justice had effects on encounter satisfaction. Furthermore, encounter satisfaction influenced relationship dissolution behavior, voice, exit, loyalty, neglect via overall satisfaction. Second, there were differences in relationship dissolution behavior according to consumer loyalty and switching costs.

• 대한안전경영과학회:학술대회논문집
• /
• 대한안전경영과학회 2008년도 춘계학술대회
• /
• pp.417-428
• /
• 2008

Designers have to consider voice of customer, process capability, manufacturing standards & condition, manufacturing method, characteristics of products to decide tolerances. Especially, in case of position of hole and pin, designers have to consider process capability to decide tolerances. The traditional position tolerances used in a drawing are theoretical values which are allocated to position under the worst case assembling condition that both hole and pin are the maximum material condition(MMC). However, When the process capability is high, more exact product size can be produced under stable manufacturing condition. larger clearance of hole and pin can be allocated. In this point of view, manufacturer could increase the yield by allocating larger position tolerance than theoretical position tolerance of hole and pin considering process capability.

• Journal of applied mathematics & informatics
• /
• 제22권1_2호
• /
• pp.523-533
• /
• 2006

We analyze two finite buffers queueing system with priority scheduling dependent upon queue length. Customers are classified into two types ( type-l and type-2 ) according to their characteristics. Here, the customers can be considered as traffics such as voice and data in telecommunication networks. In order to support customers with characteristics of burstiness and time-correlation between interarrival, the arrival of the type-2 customer is assumed to be an Markov- modulated Poisson process(MMPP). The service order of customers in each buffer is determined by the queue length of two buffers. Methods of embedded Markov chain and supplementary variable give us information for queue length of two buffers. Finally, performance measures such as loss and mean delay are derived.