• 품질경영학회지
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• 제42권1호
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• pp.43-61
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• 2014

Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effects of factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAIL VOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run with RPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfaction as the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detection had significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA was performed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification, parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes, air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEA was established for the list of customer dissatisfactions that should be addressed to actively manage service failure, and strategies for tackling this priority list are offered.

• 정보처리학회논문지C
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• 제8C권5호
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• pp.657-666
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• 2001

본 논문에서는 글로벌 캐리어들이 고객 중심으로 음성 트래픽을 효율적으로 처리 및 관리할 수 있도록 CDR을 이용하여 음성 트래픽 관리 항목들을 제안하였으며, 관리 항목을 산출하기 위한 계산 수식들을 정의하였다. 이러한 관리 항목들을 웹 인터페이스 모듈, 분석 모듈, 데이터 수집 모듈, 데이터베이스 관리 모듈로 분리하여 시스템을 설계하였으며 웹 기술을 이용하여 시스템을 구현함으로써 가용성 및 사용의 편의성을 높였다. 또한, 규정된 관리 항목의 유효성을 검증하기 위하여 실제로 글로벌 캐리어에 의해 수집된 CDR을 바탕으로 관리 항목들을 실험하였다. 제안된 웹 기반 음성 트래픽 관리 시스템은 글로벌 캐리어들에게 네트워크 정보 수집, 장애 판단 및 원인 해결, 고객의 성향 분석을 통한 보다 질 높은 서비스 제공 등 도움을 줄 것으로 기대된다.

• Industrial Engineering and Management Systems
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• 제10권3호
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• pp.179-184
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• 2011

Recently, the fast development of communication technologies has brought a great convince for human beings' life. Lots of commercial services and transactions can be done by using mobile communication equipments such as smart phones. Consequently, smart phones have attracted lots of companies to invest them for their potential growth of market. Compared with basic feature phone, a smart phone can offer more advanced computing ability and connectivity. However, based on the responses of customers, there still are many defectives such as not friendly and smooth operation, short standby time of batteries, threat of virus infected and so on needed to be improved. Therefore, this study will propose a product innovative function development procedure into TRIZ (theory of inventive problem solving) to transform voice of customers into product design and to create novel functions, respectively. A case study of smart phones will be provided to illustrate the effectiveness of the proposed method.

• 한국정보통신학회:학술대회논문집
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• 한국정보통신학회 2012년도 추계학술대회
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• pp.977-979
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• 2012

종래의 무선 마을방송 시스템은 재난, 홍보, 공지 등의 안내 방송을 위해서 송신자가 직접 혹은 유무선 전화를 이용하여 마을방송 시스템에 접속하는 방식이다. 이런 방식에서는 송신자가 안내 방송을 위한 시간을 잊어버리거나 안내 방송을 하기 어려운 상황에 처해 있는 경우에는 중요한 사항, 긴급한 재난 정보 혹은 대피 요령 등의 전달이 어렵다는 문제점이 있다. 본 논문에서 이러한 문제점을 해결하기 위해 스마트폰 앱을 이용하여 인터넷 접속 기능이 추가된 마을방송 시스템을 기술한다. 스마트폰 앱을 이용하여 안내방송을 위한 방송 멘트를 저장, 송신할 수 있으며, 재난 방송이 자동적으로 마을방송 시스템으로 전송될 수 있도록 조작할 수 있다. 이를 통해 마을방송 시스템의 효율성을 극대화하고 송신자와 수신자의 마을 방송 만족도를 향상시킬 수 있다.

• 말소리와 음성과학
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• 제1권4호
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• pp.105-109
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• 2009

This thesis describes the method for well voice announcement using the TTS(Text-To-Speech) technology in the shop music broadcasting service. Offering a high quality TTS sound service for each shop requires a great expense. According to a report on the architectural acoustics the room acoustic indexes such as reverberation time and early decay time are closely connected with a subjective awareness about acoustics. By using the result the customers will be able to recognize better the voice announcement by applying sound effect to speech files made by TTS. The result of an aural comprehension examination has shown better about almost all of the parameters by applying reverb effect to TTS sound.

• 한국유통학회지:유통연구
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• 제3권1호
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• pp.55-69
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• 1998

One of the urgently-needed retail strategies is to lower the labor expenses of the store. For this purpose, more stores are developing new, fancy techniques to make consumers work for the stores without paying them. Examples include self-service system, consumer suggestion system and others. These are called customer voluntary performance. Intiated by Bettencourt(1997), customer voluntary performance(CVT) becomes an important concept in modern retailing. This paper applies three dimensions of CVP (loyalty, cooperation, participation) to the setting of Consumer Complaint Intentions(CCI). Similar to CVP, CCI has three dimensions in itself (voice, private, third party). The major focus of this empirical research is on finding the possible relationships between three dimensions of CVP and three dimensions of CCI. The results show that participation is positively related to the levels of consumer complaint intentions, whereas loyalty is negatively related to the levels of them. This implies that the weak tactic of CVP(loyalty) may reduce the levels of complaint, but strong one(participation) may not be so. More conceptual and empirrical studies are urgently needed.

• 디지털산업정보학회논문지
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• 제11권1호
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• pp.183-196
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• 2015

With widespread use of smart phones, SNS has been growing rapidly. Companies are required to do its utilization and a preemptive response. However, taking advantage of SNS is still insignificant in the companies. Compared with traditional marketing, people still consider the SNS marketing unfamiliar. This study is aimed at widening the breadth of understanding of marketing activity using SNS and inquiring into its effective applications. In an effort to achieve this research objective, first, this study analyzed the aspect of real applications by reviewing diverse practical business cases. Second, this study provided the momentum of the understanding of SNS marketing-based knowledge. The effective method of producing consumer-intimate products and services lies in customers' participation in development and production. SNS marketing is the very communication and gives ear to a customer's voice. Earnest and creative SNS marketing will play a role as a stepping-stone for businesses to move much closer to a customer.

• 한국경영과학회지
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• 제21권3호
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• pp.127-141
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• 1996

In this paper, we propose a 7-phase life cycle model which applies to Computer Integrated Manufacturing systems. The model emphasizes product design and manufacturing design activities of CIM to secure the critical success factors of CIM systems such as high quality, adaptability, productivity, and flexibility. It is argued that the product design aspect would be divided into three phases-conceptual design, embodiment design, and detialed design. The conceptual design phase is to build a conceptual model of the product based on requirements and specifications which reflect "the voice of the customer". THe embodiment design phase utilizes specific design tools such as DFM, CAE, and CAD, and results in a concrete model of the product and parts. The detailed design phase is to crete a working prototype of the product and design tools such as DFA. CAD and CAM are employed in this phase. The output of the product design activity is to be the input for the manufacturing design activity. Using the proposed model, one can effectively and efficiently manufacture a high-quality, low-cost product with short delivery time, and above all achieve customer'ssatisfaction.isfaction.

• 한국통신학회:학술대회논문집
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• 한국통신학회 1987년도 춘계학술발표회 논문집
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• pp.82-85
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• 1987

This paper describes the technology for the improvement of subxdriber loop utilization. Nearly all customer loops are now carried at voice frequency on individual wire pairs. Reenct digital technology improvements together with the increasing cost of wire, have resulted in some penetration of carrier systems into the loop plant. Moreover the increasing use of local digital switching systems should permit digital carrier systems to become an important factor in the loop plant in the future.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2010년도 춘계학술대회
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• pp.303-313
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• 2010

본 연구는 음식물처리기 제품품질을 구성하는 차원 및 속성을 VOC(voice of customer)분석을 통해서 도출하고 소비자의 특성에 따라 음식물 처리기 제품품질 속성의 중요도 차이에 대한 분석과 고객만족에 영향을 미치는 품질속성에 대하여 분석하였다. 그 결과 소비자의 특성에 따라 음식물 처리기 제품품질 속성의 중요도의 차이와 고객만족에 영향을 미치는 품질속성을 도출하였으며, 본 연구 결과는 향후 음식물 처리기 제품개발에 고객의 니즈를 반영하는데 도움이 될 것으로 기대된다.