산업경영시스템학회지 (Journal of Korean Society of Industrial and Systems Engineering)

  • 제31권2호
  • /
  • Pages.28-35
  • /
  • 2008
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  • 2005-0461(pISSN)
  • /
  • 2287-7975(eISSN)
한국산업경영시스템학회 (Society of Korea Industrial and System Engineering)
권호 표지

서비스품질을 고려한 경영혁신 지원 솔루션의 개발

Developing a Management Improvement Supporting Solution in Consideration of Service Quality

  • 박창순 (한양대학교 정보경영공학과) ;
  • 안선응 (한양대학교 정보경영공학과) ;
  • 신완선 (성균관대학교 시스템경영공학과) ;
  • 유진성 (성균관대학교 시스템경영공학과) ;
  • 박재우 (한국표준협회) ;
  • 우문규 (한국표준협회)
  • Park, C.S. (Dept. of Information and Industrial Engineering, Hanyang University) ;
  • Ahn, S.E. (Dept. of Information and Industrial Engineering, Hanyang University) ;
  • Shin, W.S. (Dept. of Systems Management Engineering, Sungkyunkwan University) ;
  • Ryu, J.S. (Dept. of Systems Management Engineering, Sungkyunkwan University) ;
  • Park, J.W. (Korean Standards Association) ;
  • Woo, M.K. (Korean Standards Association)
  • 발행 : 2008.06.30
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초록

Most organizations have recently put more emphasis on the improvement in service quality. This phenomenon could come from the recognition that service quality plays an essential role in enhancing organization's business performance. Hence this paper presents a framework for improving such service quality. The presented framework involves the methodology for (i) developing service quality indices, (ii) measuring and evaluating service quality, (iii) analyzing the level of service quality, (iv) constructing the quality improvement road map, (v) determining the quality improvement action plan. This methodology is intended to create self-sustaining improvement in service quality from the entire organization's perspective. An illustration is also given.

키워드

참고문헌

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