• 대한안전경영과학회지
• /
• 제24권4호
• /
• pp.85-93
• /
• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• 의료ㆍ복지 건축 : 한국의료복지건축학회 논문집
• /
• 제23권2호
• /
• pp.27-35
• /
• 2017

Purpose: This study analyzed the status of general hospitals as an expanded concept of medical resources including medical staff and equipment. The purpose of this study is to provide a basic for the feasibility study of the scale and establishment of facility guidelines at the planning stage of general hospitals. Methods: The subjects of this study were limited to general hospitals. The status of medical resources was based on the data of the Health Insurance Review and Assessment Service. The number of beds, doctors, nursing grades and major medical equipment were surveyed in 335 general hospitals. Results: 1) The characteristic of general hospitals varies depending on the number of inpatient beds. To be concrete, there were differences in the number of medical staffs and equipments in general hospitals based on 300 500 800 1,000 beds. 2) As the number of hospital beds increases, the number of medical staff increases more than medical equipment and facilities. Medical equipment and facilities remain constant, even when the number of beds increases. On the other hand, the number of medical staff increased about 1.5 times in each level. Implications: Architectural plans for medical staff should be considered differently depending on the number of beds. In particular, architectural planning and facility guidelines should be applied differently based on 300 and 500 beds.

• 대한간호학회지
• /
• 제30권6호
• /
• pp.1488-1502
• /
• 2000

This study, based on current home nursing services, aims at promoting measures for establishing a community-based home nursing system derived from the pilot home nursing demonstration project conducted by the Seoul Nurses Association. The study was based on an analysis of home nursing records from march 1993 to December 1999. The following is a summary analysis, based on individual characteristics of the patients, the organization, which recommended the service for their patients and personnel services. 1. The service has been used by many elderly people 60years of age or older(66.4%). and married people(60.9%). The average number of visits by service personnel for patients of city government was 23.5. This is 2.5 times as many visits by general patients. General patients(20.2%) had only one visit from service personnel, while 65.5% of patients of city government had 10 or more visits. Particularly, for government recommended patients, 72.7% of the patients were recommended by nurses, while only 21.9% where referred to the services by doctors. The main focus of a home nursing service was to maintain present health status (53.4%), and hospice(11.6%). Also to increase hospital-based home nursing services focused on recovery(55.9%) and maintain present health conditions (19.0%). 2. For general patients, 42.0% of patients were suffering from problems related to CVA, 11.3% from high blood pressure, and for patients referred from city, 21.2% from skeletal muscular disease. Results of home nursing services 29.4% of patients were able to recover or maintain their health status, but 48.9% of the patients died. Another main point of community-based home nursing services is medication(6.7%), other basic nursing services(6.1%), special treatment, instructions on how to use medical devices(5.9%), change of physical posture(4.6%), and training on changing physical positions(4.7%). As mentioned above there were some differences between the characteristics of patients who used the pilot home nursing service conducted by the Seoul Nurses Association and those hospital-based service users. The results are believed to be useful to support a community-based home nursing service model. Particularly, patients under medical supervision and patients recommended by government-run health clinics show a higher frequency and longer use of home nursing services compared to general patients or hospital-based home nursing service users. According to the study, nurses accounted for a large number of recommendations for home nursing services. Many patients with CVA, high blood pressure, skeletal muscular disease and bedsores used community-based home nursing services, while others used the service for minor treatments or maintaining their current health status. Based on the study, the researchers make several suggestions to establish a community- based home nursing service system. First, different ways of setting up a community-based home nursing system have to be mapped out based on the evaluation of the pilot home nursing service conducted by the Seoul Nurses Association. Secondly, a new, community-based, home health care nursing service model, and reimbursement payment system have to be developed. This is based on the outcome of the analysis, and implemented policy. Accordingly, efforts are needed to develop a community- based home nursing system with an intermediary role to promote the visiting nursing services of government-run health centers.

• 대한영양사협회학술지
• /
• 제9권3호
• /
• pp.248-258
• /
• 2003

This study was conducted to identify dietitians' position and role by assessing the present condition on management of human resources in contracted foodservice management company. Questionnaires were distributed to 79 contracted companies (eight large-size, 48 mid-size, 23 small-size companies) from March to May in 2002. Statistical analysis was performed with SPSSwin (version 8.0). The data were analyzed in group comparisons using frequencies and percentage for every item in the questionnaires, $x^2$-test, and oneway ANOVA. About eighty-five percent of contracted foodservice companies employed the new dietitians as full time employees, and seventy-five percent of them were promoted the dietitians by evaluation after a given period of time. As a starting payment for university graduates, large-size companies payed an average of 16,260,000 won/year, which was significantly higher (p<0.01) than those of mid-sized (11,320,000 won/year) and small-sized companies (11,620,000 won/year). The mean lengths of dietitians' service were 33.5 months in large-size companies, 26.5 months in mid-sized companies, 26.0 months in small-sized companies. It was less than 3 years in all companies (avg. 26.9 months). Fifty-four companies (68.4%) employed dietitians in each foodservice contract, whereas 25 companies didn't employ dietitians. The ratios of dietitians out of employees in each department of the companies were 42.6% in the department of contracted foodservice management, 19.9% in the department of menu development, 18.1% in the department of food safety, 8.7% in the department of distribution and purchase, 4.2% in the department of business, and 3.9% in the department of customer satisfaction. The dietitians' positions were directors in two companies (2.5%), general managers in two companies (2.5%), deputy managers in seven companies (8.9%), managers in twenty-nine companies (36.7%), assistant managers/chief clerks in twenty-four companies (30.4%), and chiefs in twenty-five companies (31.6%). The frequencies of training for dietitians were 6.2 times/year for the food safety training, 5.8 times/year for the cooking training, 4.8 times/year for nutrition-related training, and 4.7 times/year for service training.

• 한국정보통신학회논문지
• /
• 제4권5호
• /
• pp.1077-1083
• /
• 2000

인터넷 서비스의 폭발적인 증가로 기존에 사용하고 있던 통신망은 용량과 속도 등에서 한계에 부딪치며 개별 사용자가 이용하는 서비스 품질을 만족시키지 못하고 있다. 다양한 멀티미디어 통신서비스를 개별 사용자에게 제공하기 위해서는 가입자망의 광대역화가 이루어져야 한다. 그러나 가입자망의 광대역화에는 많은 시간과 비용을 필요로 한다. 따라서 FTTH(Fiber To The Home)가 일반화되기 이전까지 가장 경제적인 가입자망의 광대역화 방안으로 현행 전화선이나 전화기를 그대로 사용하면서도 고속데이터 통신이 가능한 전화선을 이용한 전송기술이 부각되고 있다. 이 논문에서는 전화선에 가변저항을 연결하여 속도향상에 관한 결과를 분석하였다.

• 한국비블리아학회지
• /
• 제26권2호
• /
• pp.199-215
• /
• 2015

본 연구는 전국 공공도서관의 정보화 현황과 2012년과 2014년의 차이점 분석을 목적으로 하였다. 조사는 2012년과 2014년 인터넷을 통한 온라인 설문조사로 진행되었다. 조사 내용은 정보화 일반현황, 소프트웨어, 디지털자료실, RFID, 디지털 콘텐츠, 모바일 서비스, 통합서비스 현황에 관한 사항이 포함되었다. 조사 결과 파악된 문제점은 다음과 같다. 첫째, 정보화를 지역주민에 대한 전시적 효과에 치중하였다. 둘째, 정보화 담당인력이 부족하였다. 셋째, KOLAS의 문제점이 개선되지 않고 있다. 넷째, 디지털 도서관 서비스를 위한 준비가 미흡하다. 개선 방안으로 차세대 자료관리 소프트웨어의 개발, 모바일 앱과 웹 서비스 확산, 디지털 콘텐츠 확보 등을 제시하였다. 추후 연구 방향으로 이용자의 디지털 콘텐츠 및 기기 이용에 대한 연구를 제시하였다.

• 한국식품조리과학회지
• /
• 제11권1호
• /
• pp.1-8
• /
• 1995

This study attempted to standardize recipe for preparation of Korean foods such as Kalbi tang (beef rib soup), Yukgaejang (Hot meat soup), and Seolnong tang (meat soup). We examined food amount included in recipes which were used by 3 groups such as cookbooks, food service institutions, and restaurants. 1. The first step in standardizing recipe, we analyzed cooking methods from 3 sources, then investigated to them about soups. Kalbi tang was investigated from 10 kinds of cookbooks, 9 places of food service institutions, and 3 places of restaurants. Yukgaejang was investigated from 13 kinds of cookbooks, and 18 places of food service institutions, and Seolnong tang was examined from 7 kinds of cookbooks, 5 places of food service institutions, and 2 places of restaurants. 2. The product which was made by standardized recipe was evaluated suitable for using by sensory panels, the recipe adjusted to the quantities and modified. When the testing was compeletly, the total yield volumn and portions by ten persons were determined as well as material weights and procedures, and the recipe was ready to be set up. For examples, standardized recipes for preparations of Kalbitang, Yukgaejang, and Seolnong tang were as followed; Yield volumn after cooking was 6.5 kg, optimum service temperature was 70$^{\circ}C$, preparation time was 6 or 10 hours for 10 persons, and service volumn per one person was 650 g, and it was presented weight of food materials, procedures, as well as references and cautions. We have in hand try to standardize recipe for preparation about several foods, for the sake of setting up it about Korean foods especially on the focus of soups. We expect that it will be general use of education for cooks as well as application in food service institutions, and does us good of cooking, saving times, economical benefits by regulating materials.

• 한국초등과학교육학회지:초등과학교육
• /
• 제27권1호
• /
• pp.49-59
• /
• 2008

The purpose of this study was to invent a quotient equation which could quantitatively evaluate individual's hypothesis evaluating ability. The equation was induced by the analysis of the classification types about hypothesis evaluation knowledges generated by 15 pre-service elementary school teachers and the construction of the quotient equation on hypothesis evaluating ability. The hypothesis evaluation task administered to subjects was dealt with the woodpecker behavior. The task was initiated by generating hypothesis on the following question: 'Why don't woodpecker have brain damage after pecking wood?' Subjects then were asked to design and perform experiments for testing hypothesis. Finally they were asked to evaluate their own hypothesis based on the collected, analyzed and interpreted data. The knowledges generated from their evaluating hypothesis were analyzed by 4 major categories (richness, type, level and accuracy). Then, a general equation which could quantitatively and systematically evaluate individual's hypothesis evaluating ability was invented by an inductive process. After combining all the categories the following quotient equation was proposed; '$VQ\;=\;{\sum}(TE_n\;{\times}\;AE_n)\;{\times}\;LE$'. According to this results, woodpecker task and hypothesis evaluating ability quotient equation (VQ) which invented in this study could be applied to a practical use of measuring students' ability of scientific hypothesis evaluation.

• 한국컴퓨터산업학회논문지
• /
• 제2권9호
• /
• pp.1163-1174
• /
• 2001

ATM 네트워크의 목적은 다양한 네트워크의 접속을 지원하는 것이다. ATM 네트워크에서는 트래픽 제어 방식으로 ACR(Allowed Cell Rate)의 변화를 이용하여 링크 대역폭의 이용률을 증대시키는 트래픽 제어 방식인 EPRCA(Enhanced Proportional Rate Control Algorithm) 스위치를 이용한 ABR(Available Bit Rate) 서비스 방법을 사용한다. 그러나 ABR 서비스에서는 서로 다른 RTT(Round Trip Times) 접속에 따른 서로 다른 처리 방법을 사용한다. 따라서 본 논문에서는 서로 다른 처리방법에 따른 불공정성을 개선하기 위해 ABR 셀 지연 방법을 사용한다. 본 연구의 셀 지연방법에서는 3가지 셀 지연 참조 매개변수가 정의되어 있으며 RM(Resource Mana-gement) 셀 메시지에 반영된다. 제안한 방식의 성능을 평가하기 위하여 ABR 지연방법과 ABR RMM(Relative Rate Marking) 방법 사이에서 각각의 TCP 접속의 공정성을 비교한다. 그리고 병목 링크 대역폭을 공유하는 서로 다른 RTT를 갖는 6개의 TCP 접속과 백그라운드 트래픽을 갖는 간단한 ATM 네트워크 모델을 사용하여 시뮬레이션을 수행하였다. TCP 효율에 기반 한 시뮬레이션을 수행한 결과 ABR 셀 지연 방식이 TCP 접속 사이에서 공정성을 개선한다는 것을 알 수 있다.

• Journal of Preventive Medicine and Public Health
• /
• 제39권4호
• /
• pp.365-370
• /
• 2006

Objectives: The purpose of this study was to investigate the differences in smoking rates according to the major occupational categories in South Korea. Methods: The study subjects were a weighted sample of 24,495 men and 26,121 women aged 25-64 from the 2003 Social Statistics Survey, which was conducted by the Korea National Statistical Office. Occupation was classified according to the Korean Standard Occupation Classification. We computed the age-standardized smoking rates according to gender and occupations after adjusting for the education level, marital status, and self-rated health. Results: For men, the smoking rate in elementary occupations was two times higher than that of clerks (OR=1.98, 95% CI=1.74-2.26). In general, a more prestigious job(professionals) correlated with lower smoking rates, and less prestigious jobs correlated with higher smoking rates, except for legislators, senior officials and managers. For women, smoking among service workers was 4.1 times higher than among clerical workers (OR=4.11, 95% CI=2.87-5.88). For women, their occupations, except elementary workers, and the unemployed, the retired and the armed forces, failed to show significant differences in smoking compared with the clerical workers. After adjusting for education, occupational differences in the smoking rate for men were attenuated in most occupations, except for legislators, professionals, and technicians. Further adjustment for marital status and self-rated health had a minimal effect on the occupational differences in the smoking rate for men. For women workers with service or elementary occupations, the ORs of smoking were attenuated with adjustment of the educational levels. However, the ORs of smoking were increased in workers with service, sales or elementary occupations, as well as for legislators, and the unemployed, the retired and the armed forces, after additionally adjusting for marital status. Conclusions: More prestigious jobs generally correlated with lower smoking rates in both sexes. The anti-tobacco policy should consider smoking rate differentials by occupations.