• International Journal of Quality Innovation
• /
• 제4권1호
• /
• pp.131-147
• /
• 2003

This paper considers that a public department under specialized TQM manpower constraints have to implement multiple total quality management (TQM) policies to promote its service performance (fundamental goal) by adopting a centralized sequential advancement strategy (CSAS). Under CSAS, the decision-makers (DMs) start off by focusing specialized TQM manpower on a single policy, then transfer the specialized TQM manpower to the next policy when the first policy reaches the predetermined implementation time limit (in terms of education and training). Suppose that each TQM policy has a different desirous education and training goal. When the desirous goals for all TQM policies are achieved, we say that the fundamental goal will be satisfied. Within the limitation of total implementation period of time for all policies, assume the desirous goals for all TQM policies cannot be achieved completely. Under this premise, the optimal implementation sequence for all TQM policies must be calculated to maximize the weighted achievement of the desirous goal. We call this optimization problem a TQM case of "centralized sequential decision-making problem (CSDMP)". The achievement of the desirous goal for each TQM policy is usually affected by the experience in prior implemented policies, which makes solving CSDMP quite difficult. As a result, this paper introduces the concepts of sequential effectiveness and path effectiveness. The structural properties are then studied to propose theoretical methods for solving CSDMP. Finally, a numerical example is proposed to demonstrate CSDMP′s usability.

• 품질경영학회지
• /
• 제44권1호
• /
• pp.43-60
• /
• 2016

Purpose: This paper reviews the papers on TQM issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of TQM issues for several categories. Methods: We divide all of TQM issues into 6 categories: ISO system, quality assurance, quality management theory, empirical study on quality management, quality awards, and quality management etc. Results: Dividing all of papers on TQM published in KSQM for 50 years into 6 categories, we provide a chronological roadmap for individual categories, and summarize the contents and contributions of surveyed papers. Conclusion: The review paper is expected to provide future direction to improve TQM theories and applications in manufacturing and service industries.

• 산업경영시스템학회지
• /
• 제24권69호
• /
• pp.75-85
• /
• 2001

This empirical study examines the current status of TqM implementation in Korean service industry The data were collected from employes in hotels located in Seoul, korea with the questionnaire. The several statistical method such as t-test multiple regression were used for analysis. The major findings include the followings : First TQM practices have become common in Korean hotel industry. Second, There exist significant TQM factors which effect on customer satisfaction. For the high level hotel group supplier management, quality data management employee relations, and training are important factors for customer satisfaction while top management role and employee relations are significant factors for low level hotel group.

• 품질경영학회지
• /
• 제30권3호
• /
• pp.120-138
• /
• 2002

In order to carry out TQM and 6 Sigma management, it is the key elements to make clear a goal and a mission. Above all, we can succeed In achieving a dramatic change and a great outcome only when we make clear the method, incentives, organization and plans under the clear objective. In order to secure the competitiveness against the external challenge, it is essential to keep the several crucial factors such as CEO's will, the systematic process to measure and manage, monitoring to satisfy customer's needs and an aggressive development of TQM activity to encourage the endeavour of the relentless enhancement, and also a positive effort Is to be made for evaluating all quality culture like training experts internally by an outstanding training program under CEO's firm leadership. This study is carried out to understand that which features and factors of success can exist in a company culture if a company accepts a theoretical basis and concept, the general of TQM and 6 Sigma which are one of a management strategy, and carries out TQM and 6 Sigma for achieving improvement of quality and customer's satisfaction.

• 유통과학연구
• /
• 제13권8호
• /
• pp.27-40
• /
• 2015

Purpose - Total Quality Management (TQM) has received significant attention and interest from a large number of organizations around the world in various industries. These organizations have tried to embody TQM concepts in areas such as engineering and product design, marketing, R&D, procurement, production, personnel, and product inspection. Research design, data, and methodology - This study presents an overview of the fundamentals of TQM and an in depth review of the obstacles to the successful implementation of TQM. Results - In order to control the cost of manufacturing, the tracking of the cost of quality (COQ) allows companies to capture the actual overall cost incurred in producing a unit of product or service. The study explores the reasons why companies track the COQ and ways to address it. Conclusions - Based on the results, COQ is one of the key performance indicators for making more accurate strategic decisions as well as a critical aspect of TQM. The study also presents a few popular quality improvement tools that have been widely used in organizations successfully implementing TQM.

• 품질경영학회지
• /
• 제25권4호
• /
• pp.1-15
• /
• 1997

We performed the two analyses of variance to determine the total quality management practices in the environmental pollution prevention industry by classifying the companies based on the size (large or medium/small) and on the type (manufacturing or service). A few previous studies reveal that in Korea the large companies are not the same as the medium/small companies in the TQM practices while the practices are not alterated by the type of companies whether manufacturing or service. But in the United States the TQM practices are not affected by the size of the company. Su, pp.rting the previous studies on the Korean industry our studies show that the TQM practices are significantly influenced by the company size, but not by the type of the company. Taking the results of our studies into consideration we would also like to propose a revision of examination criteria for National Quality Management Award with special emphasis given to medium/small companies.

• 마케팅과학연구
• /
• 제9권
• /
• pp.129-151
• /
• 2002

오늘날 해운기업들은 해운시장의 급격한 환경변화에 대처하기 위해 품질경영에 대하여 새로운 인식과 경쟁력 우위로 신규항로 개발 등 틈새시장의 개척 등에 적극적인 의지를 보이고 있다. 본 연구는 해운기업의 TQM의 원천, 활동과 실행성과와의 인과관계를 실증적으로 분석 하였으며, 해운서비스 제공형태를 세분화하여 외항해송, 내항해송, 해운관련 부대사업과 해운관련 단체들을 대상으로 하여 이들 기업에서는 TQM 활동과 실행성과가 어떠한 영향을 미치는지, 그리고 품질경영 활동단계에 따라서 어떻게 달라지는지를 규명하기 위해서 종합적인 상황론적 접근을 시도한 실증적인 연구이다. 본 연구의 결과를 요약하면, 해운기업은 TQM실행성과를 높이기 위해 TQM활동에 종업원이 전원 참여하도록 유도하여야 하며, 종업원의 교육 및 훈련에 필요한 교육 프로그램을 제공하고, 자체적인 훈련계획을 수립하여 실천하여야 할 것이다. 또한 해운기업이 고객과의 관계증진올 위해 주기적으로 고객만족도를 조사하고 이들 자료를 기초로 TQM 활동에 반영하는 해운서비스의 설계에도 적극적이어야 할 것이다.

• 디지털융복합연구
• /
• 제13권10호
• /
• pp.459-470
• /
• 2015

이 연구는 의료기관의 종합적 품질경영(TQM)이 내부고객만족에 미치는 영향을 파악하여 내부고객인 직원들의 만족도를 높여 고객에 대한 서비스의 질을 향상할 수 있는 방법을 알아보고자 시행하였다. 이를 위하여 부산광역시, 대구광역시, 울산광역시, 경상남도의 5개 대학병원 종사자 500명을 대상으로 2015년 2월 2일부터 4월 30일까지 설문조사를 실시하였으며, 총 476부를 최종연구에 활용하였다. 조사결과로는 첫째, 경영층의 리더십은 품질경영활동 중 교육훈련과 직원참여에 영향을 미치는 것으로 분석되었으나, 인적자원관리와 업무의 질에는 영향이 없었다. 둘째, 병원조직문화는 품질경영활동의 모든 변수에 영향을 미치는 것으로 분석되었다. 셋째, 품질경영활동, 경영층의 리더십, 병원조직문화는 내부고객만족에 영향을 미치는 것으로 분석되었다. 따라서 내부고객인 직원들의 만족도가 높아야 외부고객인 환자들에 대한 의료 서비스 질이 높아질 수 있고, 이것이 병원의 경쟁력으로 작용하여 경영수익의 향상을 기대할 수 있다.

• 품질경영학회지
• /
• 제25권4호
• /
• pp.140-153
• /
• 1997

In this paper, we explain Production Liability(PL) law and research Protection and Deference of Manufacturing Company for Production Liability Law. As Protection of Manufacturing company for PL law, we suggest company wide strategy and check list of organization of PL, design, manufacturing field, explanatory note, warning and instruct passage, sales and after service etc as TQM(total quality management) strategic. TQM of protect management of PL, which are all systematic manage of company. We also suggest defence of PL law as inside of company and insure PL insurance as outside of company.

• 한국문헌정보학회지
• /
• 제36권1호
• /
• pp.211-231
• /
• 2002

본 논문은 세계적인 품질인증제도를 도서관 및 정보센터의 서비스 품질 평가에 활용할 수 있도록 이들 제도의 특성을 비교 ${\cdot}$ 분석하고, 외국 도서관의 적용사례를 고찰한 것이다. 본 논문의 분석 결과, TQM을 기반으로 한 데밍품질상, 말콤발드리지 국가품질상, 유럽 품질상의 품질인증기준은 광범위하고 동적이며, 고객 지향적인 제도인 반면, ISO 9000 품질 인증 제도는 협소하고, 정적이며, 명세서의 일치여부를 평가하는 내부지향적 제도임이 밝혀졌다.