• 한국IT서비스학회지
• /
• 제8권1호
• /
• pp.99-111
• /
• 2009

Rapid growth of Management Information System (MIS) and evolution of software system enlarge maintenance necessity and it needs a process to implement information system service in business. This paper proposes service-oriented maintenance process of component software based on service design and implementation provided by existing processes for maintenance, MaRMI-RE and ITIL. The proposed process derives activities and tasks of the process by identifying services according to service guidelines. Service-oriented maintenance process is produced by analyzing correlation between the derived activities and tasks and MaRMI-RE's and adding the tasks to MaRMI-RE. To verify availability of the proposed service-oriented maintenance process, correlation between artifacts is proved.

• 품질경영학회지
• /
• 제39권2호
• /
• pp.217-233
• /
• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• 품질경영학회지
• /
• 제45권1호
• /
• pp.129-138
• /
• 2017

Purpose: This research aims to analyze the service process of corporate courier services in order to offer service providers possible directions for adaptation of new technologies and assurance of better quality services. Methods: Through the analysis on the parcel service process of company Y by applying service blueprinting method, the overall process and failure service points of corporate courier services can be recognized and investigated. Next, the several newer technologies, augmented reality glasses, exoskeleton, and drone are applied to the service process of company Y as they are suggested by the literature review and referenced to DHL's report on the Fourth Industrial Revolution. Then, service options to overcome the service failure points to improve the service process can be produced. Results: The parcel service process of the company Y is utilized as a hub-and-spoke structure by having distribution and delivery centers which separates customers into two types, ones using the total services and the others only using the delivery service. In addition, the main cause of the service failures is determined that it is due to the limited working hours of delivery centers compared to the workload. Conclusion: This research contributes in better understanding of corporate courier services and providing information for benchmarking. An empirical research on the costs and the efficiencies of applying the new technologies is suggested for the further improvement in the processes of corporate courier services.

• 서비스연구
• /
• 제3권2호
• /
• pp.75-89
• /
• 2013

애플, 구글이나 월마트 등 지속적인 성장세를 유지하고 있는 서비스 기업들은 급변적인 서비스 혁신에 성공한 기업이라고 할 수 있다. 기존 기술이나 상품을 근간으로 개선을 추구하는 점진적인 혁신에 비해서 급변적인 혁신은 기존 시장이나 이용 중인 기술에 기반하지 않은 오히려 현재 기반을 파괴하는 혁신을 추구하는 것이 특징이다. 앞으로는 우리나라의 많은 서비스 기업에서도 이와 같은 급변적인 혁신을 추구하게 될 것이다. 본 연구에서는 급변적인 서비스 혁신을 추구하는 기업에서 새로운 서비스를 개발하는데 활용할 수 있는 프로세스 모형을 제시하기 위해 수행되었다. 먼저 급변적 서비스 혁신의 개념과 서비스 개발 프로세스 모형에 관련된 기존 연구결과를 고찰한 후 새로운 서비스 개발 프로세스 모형을 제시하였다. 본 연구에서 제시된 서비스 개발 프로세스 모형은 선행분석 활동으로 기술예측 및 시장분석, 전략설정 등 전략 단계의 3개 핵심 프로세스를 설정하였고, 탐색 단계에서의 4개 핵심프로세스, 그리고 실행 단계에서의 3개 핵심프로세스 등 총 10개 핵심프로세스로서 구성된 모형이다. 이밖에도 이 서비스 개발 프로세스 모형을 기업에서 적용하기 위해 필요한 성과평가 모형 등을 참조모형으로 포함시켰다. 앞으로 서비스 개발 프로세스를 다룬 많은 사례 연구와 본 연구결과에서 제시된 서비스 개발 프로세스모형의 개선 및 최적화 모형이 제시될 필요가 있다.

• 서비스연구
• /
• 제4권1호
• /
• pp.123-132
• /
• 2014

본 연구에서는 기업에서 서비스 상품의 개발 프로세스를 수행하는 과정에서 서비스 설계에 적용되는 서비스 컨셉의 개념을 고찰하였다. 서비스 컨셉은 전략적인 새로운 서비스 개발이나 서비스의 리모델링 작업 등의 계획 단계에서 의사결정에 관하여 중요한 역할을 하게 된다. 특히 다양한 서비스 요소들의 결합을 통해서 서비스전달시스템의 최적화된 운영계획을 수립하거나 또는 서비스 회복 등을 다루는데도 유용한 개념이며, 서비스 컨셉의 결과를 통해서 개발대상 서비스 상품에 대한 고객의 수용성과 비즈니스 모델로서의 성공가능성을 평가하는데 중요하다. 따라서 본 연구에서는 서비스 개발의 전반적인 과정에서 서비스 컨셉을 적용하는 모델과, 설계과정에서의 서비스 컨셉을 평가할 수 있는 모형을 제시하였다.

• 대한안전경영과학회지
• /
• 제9권6호
• /
• pp.147-154
• /
• 2007

We must adapt to the rapid speed of information-oriented society well for outstanding central logistics nation of 21th century's Northeast Asian. Moreover, we must provide customers or enterprises with sufficiently satisfactory service about diversified desire of customers. In particular, we try to find the service process with RFID about air logistics that has many demands and is required to develop accurate and rapid service technique. As a result, we apply RFID to overall process of air logistics. After that, we will test the process and analyze results of the test. We are going to provide real possibilities of RFID enterprise and other service process. We will promote technology development of service process for air logistics' service.

• 한국컴퓨터정보학회논문지
• /
• 제23권12호
• /
• pp.195-201
• /
• 2018

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

• 대한안전경영과학회지
• /
• 제8권6호
• /
• pp.55-78
• /
• 2006

In spite of the development of the service industry, research on measuring customers' service satisfaction is far insufficient. Therefore, ways to measure the service quality accurately need to be established due to the ambiguous types of service business. This research classifies the types of service business into service factory, service shop, mass service, professional service by using Schmenner's Service Process Matrix and conducts research on domestic literature that measured service satisfaction with Servqual and ServPerf. This study intends to suggest guidelines to measure customer satisfaction according to types of service business by researching ways to measure service satisfaction according to the types of service business and analysing the actual application methods based on a table that summarizes previous research on Servqual and Servperf.

• 대한안전경영과학회:학술대회논문집
• /
• 대한안전경영과학회 2007년도 춘계학술대회
• /
• pp.399-415
• /
• 2007

In spite of the development of the service industry, research on measuring customers' service satisfaction is far insufficient. Therefore, ways to measure the service qualify accurately need to be established due to the ambiguous types of service business. This research classifies the types of service business into service factory, service shop, mass service, professional service by using Schmenner's Service Process Matrix and conducts research on domestic literature that measured service satisfaction with Servqual and ServPerf. This study intends to suggest guidelines to measure customer satisfaction according to types of service business by researching ways to measure service satisfaction according to the types of service business and analysing the actual application methods based on a table that summarizes previous research on Servqual and Servperf.

• 인간식물환경학회지
• /
• 제23권1호
• /
• pp.23-33
• /
• 2020

This study starts from the awareness of the problem that consumers are isolated from the standing spray product planning, and thus suggests effective designs and methods to the new standing spray design process. The ultimate purpose of this study is to suggest practicable new standing spray design outputs. Service design is based on customer experience, and thus it is intangible, process-centered and based on various relations. Applying the service design to the development of new standing spray designs has the following significance. (1) Service design is an effective method for maximizing customer-centered experience. The customer-centered method of service design promotes practicability of new standing spray design. (2) Service design solves various problems by mediating opinions among various stakeholders. Effective and practicable solutions could not be found for new standing spray design despite various efforts that had been made for a long time. Since each step of the process is approached separately, it is necessary to take an overview of the whole process like service design. (3) Service design lays stress on process in which stakeholders participate. Participation and collaboration among stakeholders in the new standing spray design process will improve their satisfaction and enthusiasm to implement the new system.