• Proceedings of the KSR Conference
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• 2007.11a
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• pp.206-210
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• 2007

IEC 62278 presents a process to implement a consistent approach to the management of reliability for railway applications. A reliability program has to be established at the outset of a project in order to manage reliability activities effectively through the life cycle. The first step of the reliability program is to evaluate reliability requirements and targets based on the system specifications. The system specifications are derived from the customer's needs. The way in which the system requirements reflect the customer's needs is strongly dependent on the characteristics of the product. In general the customer of commercial trains presents the system requirements from their needs. However, the relation between the customer and supplier is equivocal for a project to development a prototype train, and the reliability program should be different from that of an usual commercial project. This paper deals with a process to manage reliability activities for the development of a protype train based on the experiences obtained from the development of the Korea High-Speed Train: Hanvit-350.

• Proceedings of the KSR Conference
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• 2008.06a
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• pp.1083-1088
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• 2008

The first task for the development of a train system is to define the system and to determine its requirements. Reliability target is one of the requirements defined in the system requirements. In railway applications it is advised to follow the procedures given in IEC 62278 to fulfill reliability requirements. The reliability requirements are derived from the customer's needs. The way in which the system requirements reflect the customer's needs is strongly dependent on the characteristics of the product. In general the customer of commercial trains presents the system requirements from their needs. However, the relation between the customer and supplier is equivocal for a project to development a prototype train, and the reliability program should be different from that of an usual commercial project. This paper deals with the reliability management and assessment plan carried out for the on-going "Next generation high-speed train development project".

• Journal of the Korean Society for Railway
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• v.10 no.3 s.40
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• pp.350-354
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• 2007

Intelligent agent is to decide what customers need on the internet and offer them accurate information. In this paper, the system which can recommend the tourism items in terms of customer‘s needs is proposed by appling the intelligent agent to railway tourism system. Most of previous agents are focused on price. But, this study proposes the Railway tourism system which offers each customer the best suitable information based on quality of information and reputation. The customer's needs are analyzed through intelligent agent and the information which is suitable for customer's needs is obtained the Artificial Neural Network Model.

• Journal of Korean Society for Quality Management
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• v.41 no.2
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• pp.301-322
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• 2013

Purpose: This study aims to determine the needs of customers who use railroads as a mode of transportation and propose customer-oriented improvements in railroad technology by making connections between customer needs and railroad technology. Methods: We primarily used two methods for this study, AHP and QFD. First, AHP was used to evaluate the relative importance among the different components of railroad technology. Second, the QFD was applied to make a link between customer needs and railroad technology. Results: Railroad technology is largely divided into development, maintenance, and support. Empirical results showed the following improvement priorities in development, vehicle, system, line, signal/communication, power, and structure, in maintenance, vehicle, signal/communication, line, process, power, and structure, and in support, safety/precaution, management, environmental energy, operations/logistics, and station. Conclusion: Recognizing limitations in measuring the level of railroad technology when using the existing 'Technology Growth Model,' we used AHP and QFD to explore improvement directions for customer-oriented railroad technology. By offering customer-oriented services based on this study, railroad service providers will be able to acquire competitive advantage in the market.

• Proceedings of the Safety Management and Science Conference
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• 2009.04a
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• pp.511-521
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• 2009

The purpose of this study was to variety of services criteria as Serqul in service quality on customer commitment the customer to take a look at the impact of the activities associated with customer loyalty Today, consumer needs are diversified, continually changing and differentiated. Under the market conditions of unlimited competition to satisfy those needs, businesses focus on relationship-building with customers, as well as on quality of Services. As a result, in this era of consumer-centered marketing, customer commitment is surfacing as a competitive edge that a company can benefit from for a long time.

• Journal of the Korea Safety Management & Science
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• v.14 no.2
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• pp.245-252
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• 2012

The biggest difficulty the small and small business currently face is not to have the effective cusomer management system that is the computerization of management. This suggests their will to introduce data marketing in order to differentiate 'Customer Marketing' and 'One to One Marketing'. The potential needs as well as visible needs of customer should be considered in order to research and analyze the customer data. At this point mayor enterprises are paying much attention to Customer Segmentation and their related markets are expanding rapidly. I'll give a brief introduction to the Multi Criteria Importance-Performance Analysis and go into the problems that should be considered and which phase to emphasize when building this system.

• The Journal of the Korea Contents Association
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• v.16 no.8
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• pp.20-28
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• 2016

The purpose of this study is to identify the factors which affect the customer value and satisfaction of public information services used by the researchers in SMEs(small-and-medium size enterprises). The results, based on statistical analyses of a survey conducted in Korea are as follows; 1) the customer value is positively influenced by the service quality; 2) the customer value, in turn, is positively associated with the customer satisfaction; 3) information needs moderate the relationship between service quality and customer value but does not moderate the relationship between the customer value and satisfaction.Our findings propose the importance of the service quality and the effort to maximize the information customer values.

• Archives of design research
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• v.12 no.1
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• pp.97-106
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• 1999

As the Production technology Progresses, the necessity to consider consumers needs being complex and diverse in the phase of developing product is being more important. However, existing system of consumers needs being structured with the view of marketing is too abstractive and categorical to apply in the phase of developing product. So, the goal of this study is to establish method that structuralize customer's needs for applying practically in the phase of the product concept development and to suggest guidelines to needs structuralization with emphasis on the view of cognitive science/cognitive psychology. The major findings of this study is summerized as follows. First, to structuralize not only customer's needs category which being used as standard to assort needs in existing way but also practical needs features, it must contain the concept of emotion that is actual product's meaning to customers in its structure, and for this reason, the structuralized needs with emotions can be defined as emotional needs structure. Second, categorization of concept will be divided as essential concept and referential concept centering around symbolic concept, and from this supposition, emotional needs structure can be composed as benefit concept(essential concept), customer needs(referential concept) centering around emotion(symbolic concept).

• Proceedings of the Korea Contents Association Conference
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• 2006.11a
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• pp.106-110
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• 2006

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.

• Journal of the Korea Safety Management & Science
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• v.8 no.3
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• pp.171-187
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• 2006

Modern management considers customer satisfaction as a baseline standard of performance and a possible standard of excellence for any business organization including the college. Quality function deployment(QFD) is a structured approach to seek out voice of customers, understanding their needs, and ensure that their needs are met. The strategy value proposed by Chien et al. combines importance, satisfaction, performance, and ability to enhance decision making effectiveness. But in their model, the correlation among the strategic alternatives isn't considered the decision chain and is therefore eliminated. This paper proposes how to calculate the new weight of columns to consider various strength levels of correlations matrix, representing the correlation among the strategic alternatives, using normalization procedure. The aim of this paper is to present and original customer satisfaction survey conducted in the college. Thus, this paper presents an original customer satisfaction survey in the college and provides to demonstrate the practical usage of the design model to compare this model with Chien's model.