식스시그마의 성공을 위해서는 전략적으로 중요한 프로젝트를 선정하는 것이 매우 중요하다 본 연구에서는 AHP(analytic hierarchy process)를 이용하여 식스시그마 프로젝트를 선정하는 프로세스를 제안하고, 이 프로세스의 유효성 확인을 위해 사례분석을 실시하였다

본 논문에서는 기존 프로젝트 선정에 이용되던 COPQ, VOC/VOB 방식대신 기업의 총생산성에 많은 기여를 하는 프로젝트를 도출, 선정할 수 있도록 하는 TP 전개(Deployment) 방식의 프로젝트 도출, 선정 방안을 제안하고자한다.

국내의 제조업과 서비스업은 글로벌 환경, 지식정보화시대, 개방화 등 극심한 경영환경 변화에 노출되어 있다. 적자생존의 법칙이 적용되는 경영현장에서 기업이 지속적으로 성장하기 위해서는 차별적인 경쟁전략이 요구된다고 하겠다. 제품이나 서비스에서 마찬가지로 오차 또는 불량은 고객의 불만과 불평으로 이어져 다시 신뢰를 회복하기 어려울 뿐만 아니라 매출신장이나 서비스 재 구매에도 악영향을 미치게 된다. 따라서 제조업을 막론하고 서비스업에서는 완벽한 품질을 추구해야 한다. 완벽한 품질을 지향하는 것이 '6 시그마'라고 할 수 있다. 1999년 이래로 국내 제조업에서 6시그마 도입이 본격화되면서 서비스업종에서도 6시그마 도입이 점차 증가하고 있고 6시그마 도입에 관심을 갖는 업체들이 늘어나고 있는 추세이다. 본 연구에서는 국내 서비스 기업의 6시그마경영활동과 성과사례를 연구하고 6시그마 도입을 통해서 프로세스측면에서 얻은 경영성과를 확인하고 주요 성공요인들(CSF: Critical Success Factor)을 탐색하기로 한다.

6시그마는 현재 전 세계를 강타하고 있는 경영철학이며 그 적용분야가 산업 전 부문에 이르고 있다. 현재까지 국내에서의 6시그마 활동을 보면 대부분 제조업 중심으로 이루어져 왔다. 그러나 실제로 우리나라 산업을 살펴보면 서비스업이 차지하는 비중이 대단히 높으며 그렇기에 충분한 연구가 이루어져야 할 것이다. 이에 본 연구에서는 대표적 서비스 기업인 A호텔에서 진행된 6시그마 프로젝트 중 에너지 비용절감 프로젝트에 관하여 소개하고자 한다.

This study analyzes a change and an effect that brand image gets in product choose. Purpose of this study present the suggestion under the influence of degree that brand image gets in product purchase to cosmetic customer. Consumers investigate the product or trademark when purchase goods. They purchase goods through the comparison and analysis and evaluate the satisfaction and dissatisfaction with the contentment. Consumers complicate while compare the products and the consumer's choose the products. The purpose of this study is find various requirement of consumers and present efficient marketing activity through theoretical verification and actual proof analysis.

This study analyzes strategy and main contents between each business market by mobile phone Number Portability. And, grasps what each mobile company customer satisfaction factors is effected on mobile phone Number Portability and estimates relative importance about the factors and understand counter strategies by these factors. Therefore, purpose of this study investigate weather the mobile phone Number Portability can specific function to promote competition in mobile Number Portability and present proper policy introduction direction examining factors to succeed

Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. One main rationale behind this interest is that customer satisfaction is believed to be associated with fruitful customer re-visit from the firm's point of view. Some country already had index models which can measure the degree of customer satisfaction. But, such models are ordinary models which used generally the scope of nation-wide industry. Therefore, we needs some modifications to measure customer satisfaction for specific product & service and to provide the valuable feedback to specific firms. In this perspectives, this study will evaluate the customer satisfaction index about automobile company and analyze it's result for valuable feedback. This study will present a model for an integrated customer satisfaction evaluation system which used structural equation modeling. Through this study, we anticipate that it will offer the measuring method about customer satisfaction and some guideline for product design process.

In this practical case study I studied the launching process of Samgak gimbab(the triangle type of rice), which is one if the best selling products to the young generation convenience store these days. And also explained how to down the cost of samgak gimbab to the level of customer's satisfaction. This case is related to 'S' company's strategy. I studied also the generalization of marketing policy especially product development in th convenience store.

As many organizations are searching for ways to compete more effectively in today's market environment. Image of Product is become the most important fact to improve their competition. The objectives of this paper are to provide an overview of PDM(Purchasing Decision Factor) and to discuss how to measure it more efficiently. This study develops a conceptual 'relation model of the purchasing decision factor', which identifies only performance based measurement, and proposes Fuzzy Measuring Method which uses the Fuzzy rule based algorithm to adept survey to date sets.

CUSUM control charts are widely used to monitor processes with small shifts. CUSUM control charts, however, are less effective in detecting for recurring cycles or frequent small shifts in the process. With Shewhart control charts, we have applied the variety of run rules to check the stability of process in addition to the situations that some points fall outside the control limits. In this paper, we propose the Z-CUSUM control chart for monitoring the process with recurring cycles or frequent small shifts by use of the zone concept as like the Shewhart control charts.

This research investigates statistical characteristics of variable sampling size & interval(VSSI) X charts under two assignable causes. Algorithms for calculating the average run length(ARL) and average time to signal(ATS) of the VSSI X chart are proposed by employing Markov chain method. Extensive sensitivity analysis shows that the VSSI. X chart is superior to the VSS or VSI X chart as well as to the Shewhart X chart in statistical sense, even under two assignable causes.

In actual manufacturing industries, process capability indices(PCI) are used to determine whether a production process is capable of producing items within a specified specification limits. We study some vector-valued PCIs $C_p=(C_{px},\;C_{py})$ and $C_{pk}=(C_{pkx},\; C_{pky})$ in this article. We propose some asymptotic confidence regions of PCIs with bootstrapping and examine the performance of those asymptotic confidence regions under the assumption of bivariate normal distribution.

Kano distinguishes between three types of quality requirement which influence customer satisfaction in different ways when met in his model and proposes fulfilling attractive requirements leads to more than proportional satisfaction. However each of attractive requirements do not influence customer satisfaction equally Thus, this study will present a model using AHP(Analysis Hierarchy Process) which priorities over quality requirements objectively

This brief paper is an application of HALT(High Accelerated Life Test) and FA(Failure analysis) to improvement of STN LCD module. Before HALT the result of environmental test is good. So, we choose the technique of HALT to evaluate reliability. After HALT and Fa, we suggest some methods to improve reliability

장기수명특성 분포를 나타내는 제품의 유효수명 예측은 경험적인 Data와 현장정보만으로는 한계가 있으며, 이러한 한계를 극복하기 위해서는 초가속수명시험을 근거로 하는 유효수명예측이 반드시 필요한 상황이다. 그러나, 현장의 문제점은 이러한 사실을 바탕으로 하더라도 MTTF 혹은 MTBF, 심지어 Br수명분포까지도 제품 유효수명과의 상관관계가 어떻게 분포하는지에 관해 정확한 GUIDE LINE없이 적용하는 문제로 인하여 기업의 COPQ 부담이 증대하고 있다. 따라서 본 연구에서는 기업의 COPQ부담을 경감시키고, 제품의 유효수명예측의 정밀도를 향상하기 위한 대안으로서 HALT와 제품유효수명간의 상관관계를 규명하는데 주력하였다.

This paper will describe integrated system design process and its application. Integrated design process is performed activities concurrently and sequentially for product development. For a group of activities to be truly integrated, the flow of deliverables among them must be well defined, and committed to. For this purpose, the study will suggest procedure that is executed context analysis of standard process, interface definition from activity decomposition, integration of related activities, and definition of concurrency & sequential activities flow, This procedure and method will contribute to minimize time loss that is emerged from activities iteration by not definitely definition of activities interface.

Software verification and validation(V&V) is a means to develop high-quality software and assure safety and reliability for software. Also, we can achieve the desired software quality through systematic V&V activities. The software to be applied safety critical system like nuclear power plants is required to setup the V&V methodology that comply with licensing requirements for nuclear power plants and should be performed V&V activities according to it. In this paper, we classified safety-critical, safety-related and non-safety for software according to safety function to be peformed and define V&V activities to be applied software grade. Also, we defined V&V activities, procedures and documentation for each phase of software development life cycle and showed techniques and management to perform V&V. Finally, we propose the V&V framework to be applied software development of SMART(System-integrated Modular Advanced ReacTor) MMIS (Man-Machine Interface System) and to comply with domestic licensing requirements.

기업에서 올바른 품질관리를 수행하기 위해서는 1차적으로 품질수준을 결정하는 각각의 요인들에 대한 정확한 데이터의 확보가 필요하며, 이를 위한 측정(measurement) 수단 또한 매우 중요하다고 할 수 있다. 올바른 측정을 위해서는 양호한 측정기기 뿐만 아니라, 이를 효과적으로 다룬 수 있는 측정인력의 존재 통은 필수적 요건이라 할 수 있다. 따라서 본 연구에서는 제품 생산의 불량률에 대한 추정방정식으로 많이 사용되는 로짓(logit) 모형을 이용하여 기업의 측정표준 관련 투자가 제품의 품질에 미치는 효과를 분석하였는데, 그 결과 측정 및 풀질관리 인력, 측정설비 구입비 및 표준실 운영비 통의 측정 관련 투자, 인증표준물질의 사용이 제품생산의 불량률 감소를 가져와 제품의 풀질에 효과를 미치는 것으로 나타났다. 또한 기업의 측정표준 투자 결정요인을 분석한 결과, 기업의 연구개발 투자가 많을수록, 시장에서의 독점력이 높을수록, 기업규모가 클수록, 피리고 재무구조가 탄탄할수록 측정표준 투자가 큰 것으로 나타났다.

최근 국내 중소 제조 기업들은 최악의 상황을 맞이하고 있다. 내수부진으로 인한 국내 경기 불황에다 지난 해 말부터 불어닥친 국제 원자재 가격폭등까지 겹치면서 경영 상황이 악화되고 있는 것이다. 더욱이 부풀이나 부자재를 생산하여 모기업에 납품하는 형태의 중소 제조공급자 기업의 경우에는 그 어느 때보다도 치열한 전쟁과 같은 상황에 직면하여 사투를 벌이고 있는 것이다. 이러한 변화무쌍한 시대에 우리의 중소 제조공급자 기업의 특성을 재조명 해보고, 선행연구의 검토를 통해 경영혁신의 성공요인과 경영성과 및 경쟁력 향상 방안에 대해 고찰해 보고자 한다.

Until now, our country environment management system are operated by past control system, but which system have many restrict to be familiar environment. Nowadays, many company try proactive control environment management system, specially by ISO 14001 system. In this paper we propose new Excellence Environmental Management Strategic which are compounded with Malcom Baldridge National Quality Award and ISO 14001.

This study presents a new intelligent yield management methodology which can forecast the yield level of a production unit based on features' behaviors. In this proposed methodology, we identify the existing features using C5.0 that are combination of nodes (i.e., variables) in the decision tree generated by C5.0, use SOM(Self-Organizing Map) neural networks in oder to extract the feature's patterns and classify, and then make features' control rules using C5.0.

Continuous quality improvement has generally been recognized as an essential requirement for a company to stay in business. For this reason, Six Sigma plays an important role In reducing cost and development time of a product and achieving high quality products in a competitive market. The Six Sigma has proven that it is possible to achieve dramatic performance improvement for conducting business. However, several recognized Six Sigma companies have suffered the financial troubles, even if the Six Sigma should be successfully deployed in their business organizations. In this paper, the reason of this paradox is represented and discussed for a successful Six Sigma deployment, including next generation of Six Sigma.

최근 각 기업에는 6시그마, PI등 여러 가지 혁신 활동이 차별화 되지 않고 도입되는 경향이 있으며, 기업 내부에서도 바람직한 혁신활동 연계방안에 대해서 많은 고민을 하고 있는 실 정 임. 따라서 이러한 혁신활동을 잘 이해하고 통합할 수 있는 방안이 필요 할 것이며, 여기에서는 이것들을 연계한 경영 전략을 제시하고자 한다. 6시그마와 PI의 특징을 살펴보면, 비즈니스 리엔지니어링은 급격하게 변화하는 프로세스의 구성을 의미하는 것으로 볼 수 있으나 PI는 보다 포괄적인 개념이다. 즉, 새로운 작업전략(Work Strategy)의 비전설정과 실질적인 프로세스 디자인 활동을 포함한다. 또한 기술적 차원, 인간적 차원, 조직적 차원등 다차원적 변화의 추진과 실행을 의미한다. 반면에 6시그마는 고객의 요구(Customer Requirement)를 명확히 이해하고 이에 대응하는 기업의 모든 활동을 Top Down시각에서 합리적인 전사 표준을 통해 측정, 평가 후 도출되는 문제점 및 개선 사항에 대해 개선 프로세스에 따라 TFT(Task Force Team) 활동을 지속적으로 전개함으로써 총체적 고객만족을 구현하는데 궁극적인 목적을 둔다. 이러한 경영혁신 활동은 구성원의 참여를 기반으로 하며, 이에 대한 권한 위임과 더불어 지속적인 지원을 바탕으로 제품 및 서비스에 영향을 미치는 모든 부문에 걸쳐 영역 제한 없이 실시하는 것을 의미한다. 따라서 6시그마는 결코 PI를 대체할 수 없으며 상호 보완적 관계로 연계시켜 추진하는 것이 바람직하다.

6 Sigma uses DMAIC (Define, Measure, Analyze, Improve, Control) methodology as process of solving problem. Enterprise already propelling successfully 6 sigma such as Motorolla, GE and consulting companies leading 6 sigma also propose DMAIC methodology traditionally But from making 6 sigma activated, enterprises and 6 sigma consulting companies propose 6 sigma methodology matching office indirection part and research and development part. As the forward example, DFSS(Design For Six Sigma) is R&D part application in GE. This study investigates 6 sigma methodology corresponding to Right Process of the kernel factor. Especially for optimum design of the R&D part, revise DFSS definition and general concept organization through DFSS methodology research and analysis.

In this thesis, we suggest questionnaire which is designed to understand of what employees include executive think about 6 sigma management movement and to find important factor for strategic of success 6 sigma management movement of K. Corporation. This thesis is composed of 2 parts, one is questionnaire design and the other is questionnaire analysis. We find important factor for strategic of success 6 sigma management movement of K. Corporation by using correlation and regression analysis, which results very useful and great help for K's Co. In questionnaire analysis, we use by minitab package version 13.2.

많은 기업들이 급변하는 기업 환경과 고객의 요구 변화에서 생존과 지속적인 성장을 하기 위하여 신제품을 개발하고 있다. 하지만 신제품 개발을 하는데 있어 대부분의 기업들이 신제품 개발 프로세스의 후반부인 신제품 생산이나 프로토타이핑에 관심을 집중하고 있다. 이는 신제품 개발 프로젝트의 성공률을 낮추는 주요 원인으로 차후에 기술적인 문제 및 고객의 니즈의 부적합과 같은 문제를 일으키게 된다. 그래서 기업들은 과거 신제품 개발 프로세스의 문제점을 개선하기 위해 점차 신제품 개발 프로세스의 전반부인 상품기획 단계에 보다 관심을 갖게 되었다. 따라서 본 논문에서는 나날이 증대되고 있는 신제품 개발 프로세스의 전반부인 상품기획의 중요성에 대해 살펴보고, 이를 위하여 마케팅 단계에서 6시그마 품질 수준을 달성할 수 있는 MFSS (Marketing For Six Sigma)방법과 MFSS의 적용을 통해 과거의 신제품 개발 프로세스를 보다 효율적으로 개선하여 새로운 신제품 개발 프로세스인 MFSS Model를 제시하고자 한다.

본 논문은 진보된 다구찌 기법의 한 분야로 다구찌 박사가 90년대 후반에 제시한 마할라노스-다구치 기법(Maharanobis-Taguchi Method MTS)에 대한 개념의 소개와 적용사례에 관한 연구로 이미 미국, 일본에서는 많은 성공사례가 발표되어 현장에 활용되고 있지만 아직 국내에서는 그다지 알려지지 않았을 뿐만 아니라 활용사례가 없는 실정이다. 본 논문은 MTS기법의 소개와 적용사례 관하여 고찰해 봄으로써, 국내에도 MTS기법이 많은 분야에 도입 및 적용되어 활성화되는 밑거름이 되고자 한다.

본 논문에서는 신상품개발 활동의 효율적인 수행을 위하여 개발된 CUPID(Creative Utility for Product planning and Intelligent DFSS:이하 CUPID로 약칭)라는 소프트웨어를 가지고 짧은 시간에 효율적으로 개발이 이루어 질 수 있는 방안을 제시해 보고자 한다. 현재 개발부문의 6시그마 경영혁신 활동인 DFSS 추진을 위하여 많은 기업이 시간과 자원을 투입하고 있으나, 그 내용이 너무 방대하여 개발부문에 부담으로 작용하고 있는 상황으로 CUPID를 이용하여 간단히 핵심품질인 CTQ의 품질목표 달성을 이루어 가는 과정을 제시하고자 한다.

IEC 60300 series, the international standards on dependability management system are newly developed and introduced rapidly worldwide. In order to meet this situation, it is necessary to apply them to the Korean industries effectively. This requires for us to prepare in advance for the introduction of the certification system of IEC 60300. It includes the establishment of the infrastructure such as documentation of Korean Standards, introduction of test equipments and test manuals, recognition of the certification body and training of specialists etc. This paper addresses the first step for the Introduction of IEC 60300. It includes the necessity of introduction of the system, general requirements and procedures for the certification of the industries, sampling methods design and establishment of the dependability assurance system of the materials.

As a car is a combination of a lot of components, it is necessary to consider safety and durability. Even there are lots of components for a car, the connector is one of the most important one since it connects functional electric signal. Usually automotive connector is tested under each car maker's test specification, which should have dependability characteristic. In this paper, we aim to review the current test specifications in view of dependability, and propose an accelerated life test for the automotive connector.

Recently, consumers require products with high-reliability and high-safety. Risk management system and product safety become more important issue In view of product liability. This paper aims to propose a risk assessment system which can be applied to product with high-reliability and high-safety, and also show an empirical application of the proposed risk assessment system for the development of motorcycle helmets.

Recently reliability Improvement and certification are considered as important issues by world-wide leading and highly qualified companies in advanced countries. In Korea, from a few years ago, the policy for reliability certification newly has been driven to improve product competitiveness in part and material industry. As yet the reliability certification is local and domestic, it is necessary to develop local certification system to global certification system. Reliability certification system is composed of accreditation body, testing laboratory and reliability assurance. In this paper, we review the reliability certification system and its application in Korea and the current research trends in advanced countries. Finally we propose some suggestions for the eliability certification system to be an international standard.

CTQ's choice is an important process for quality improvement. It is difficult to get customer satisfaction if CTQ is not chosen properly in view of improvement effort. However, case study or research about the supporting method for CTQ choice is not yet fully accomplished. In this paper, we propose an effective method for CTQ choice considering customer requirement through QFD as well as safety by using AHP which is one of strategic decision-making techniques for product safety. Also we show an empirical study on its application to the auto test robot system of mobile phone development.

Standardization strategy is considered as an important approach for the organization growth and competitiveness. Major contents of standardization are the selection of standardization area and management of standardization timing under limited resources. The developments of standardization road map and its driving strategy in construction area are important policy subjects in view of investment scale and national economy. In this paper, we aim to survey on the standardization theory and its application in construction field and suggest research direction for driving strategy of standardization road map development.

For the while, food wastes have been mainly gathered in a trash place in outskirt of Seoul to bury under the ground. Recently the residents near the area strongly refused to fetch those food wastes to their area because of the terribly bad smell. According to the statistic, the food wastes have around $30\%$ portion of total living wastes, which are more than other countries. Most of the food wastes have been simply buried or incinerated without deep consideration of resource recovery view. Such burying or incineration makes problem to the residents' life condition. So the first is to reduce as much as possible and the rest should be controlled to reuse as resources.

European Union Member States shall ensure that, from 1 July 2006, new electrical and electronic equipment put on the market does not contain mercury, cadmium, lead, hexavalent chromium, polybrominated biphenyls(PBB) or polybrominated diphenyl ethers(PBDE) (by Directive 2002/95/EC of The European Parliament and the Council of 27 january, 2003 on the restriction of the use of certain hazardous substances in electrical and electronic equipment ). So, It is important to develop lead free solder and to assure the reliability of appliance. But lead free solder(i.e. Sn-3Ag-0.5Cu) have some problems such as lift off, whisker, migration and crack, etc. In this paper we discuss the reliability assurance method in lead free solder and appliance.

When we include environment side safety, environmental material's reliability technology and study for the application method, the evidence supporting the investment of R&D person and financial. Clearly, the most important task in electrical and electronics company's product soldering process the probability of heavy metals exclude is to identify the mechanisms by which they may take place. Therefore, this study emphasis on the application environmental material classification and reliability technology.

Contamination of industrial sites has happened by a variety compounds. Petroleum hydrocarbons, which are readily biodegradable, are reported principle contaminats in most industrial sites. Therefore, the use of biological processes will be a promising technology for remediation of industrial sites. This paper addresses the possible use of biological processes in remediation of contaminated industrial sites and discusses the background and main streams of the process. The paper also characterizes representative biological systems developed for application.

No matter what Corporate Social Responsibility has been discussed, that has been indifferent. But, new concept of Corporate Social Responsibility, Socially Responsible Investment is attracted recently and these come to the front with management strategy or policy in 2004. Corporate Social Responsibility is progressing toward direction of standardization over dimension of simple discussion. Continuance possibility Management is gathering strength by supplement method that limitation of Environment Management and Ethics Management are emphasized. How does corporation cope with change of business environment?

Many companies consider environment management system as the main back-bone system. Also, risk management is considered as hot issue in world wide leading companies. In view of efficiency , it is necessary to combine or integrate the environment management system and the risk management system. In this paper, we aim to propose an approach to integrate the environment management system(ISO 14001) and the risk management system (JIS Q 2001).

ISO international quality management system plays an important role in many organizations. It has been a basis to build quality management system in organizations to meet customer's need. Korea Institute of Science and Technology Information(hereinafter KISTI) is first ISO registered organization in field of scientific and technological information service in Korea. But many foreign organizations have been registered to ISO or have other quality management system in same field. We can find some issues from the result of KISTI's ISO 9001:2000 quality management system registration.

본 논문에서는 현재 강원도 중소기업들이 기업경쟁력을 높이기 위해 실시하고 있는 품질경영 방안에 대해 연구하였다. 특히 본 연구에서는 공동기술개발 컨소시엄을 실시하고 있는 중소기업을 대상으로 21세기 일류기업으로 발전해 나가기 위해 기업에서 중점적으로 추진하고 있는 품질경영 추진방안에 대해 조사하였다. 연구수행에 있어서 지방 중소기업들이 공통적으로 겪고 있는 인력부족 및 자금부족으로 인해 기업에서 중점적으로 관심을 갖고 추진하여야 하는 품질경영 전반에 걸쳐 어려움을 겪고 있는 것으로 나타났다. 21세기 지방소재 중소기업이 일류기업으로 발전하기 위한 방안은 기업 내 인력을 지역 대학과 연계하여 주기적인 교육프로그램을 추진할 필요성이 있으며, 기업과 관련된 교수외부전문가(연구원) 등을 적극적으로 활용하여 기업경쟁력 확보를 위한 경영전략을 모색하고, 지속적으로 산$\cdot$학$\cdot$관의 유기적인 시스템을 구축할 필요성이 있다. 본 연구의 한계는 조사 대상기업이 강원도에 위치한 제조기업 중에서 컨소시엄 참여기업이기 때문에 현황과 추진활동 차이에 따른 결과의 해석을 일반화하기에는 약간 무리가 있으며, 향후의 연구에서는 컨소시엄 참여기업 만이 아닌 강원도 소재 제조기업 중에서 표본을 추출하거나, 전수조사를 실시하여 보다 세밀한 분석이 실시되어질 필요가 있을 것이다.

본 연구의 목적은 가상강좌의 만족을 설명할 수 있는 정보시스템 적 고려와 수업 적 변수가 동시에 고려된 연구모형을 제안하고 이에 대한 실증적 검증을 하는 것을 목적으로 한다. 수강생이 지각하는 가상강좌의 품질은 크게 정보기술에 대한 품질과 수강과목에 대한 품질로 나될 수 있다. 수강과목에 대한 품질은 다시 수업 내용에 대한 컨텐츠의 품질과 온라인 및 오프라인에서 제공되는 인적인 서비스 즉, 해당 교수나 조교수의 서비스 품질로 구분될 수 있고, 정보기술에 대한 품질은 정보기술로서의 가상강좌 사용에 관련된 두 가지 믿음인 사용용이성과 유용성에 의해 측정될 수 있다. 한편 가상강좌에서 제공되는 서비스는 정보기술 사용에 대한 자신감과 학업에 대한 자신감과 밀접한 연관을 갖고 있기 때문에 수강생이 지각하는 가상강좌의 품질은 컴퓨터 자기효능 감 및 학업 적 자기효능 감이 영향을 미칠 수 있다. 즉, 컴퓨터 자기효능 감이 사용용이성 및 유용성에 영향을 주며, 학업 적 자기효능 감은 수업만족에 영향을 미칠 수 있다.

최근 모바일에 대한 관심이 늘어나고 있으며, 그 중에서도 핸드폰을 통한 거래는 소액거래 임에도 불구하고 규모가 접점 커지고 있는 실정이다. 그러나 현재 모바일 커머스에 대한 연구는 미비한 실정이다. 특히 모바일 소액결제 시스템에 대한 연구는 거의 없는 실정이다. 따라서 본 연구에서는 모바일 결제시스템 중에서 소액결제를 중심으로 서비스 품질모형을 평가하고자 한다. 이를 위해 본 연구에서는 기존의 서비스품질을 측정하는 지표인 SERVQUAL을 이용하여 이를 평가하고자 한다.

As the importance of customers has been emphasized, most companies began to operate various CRM strategies to understand and manage customers' needs. The investments that businesses are making are categorized into four areas. The first area of investments is in contact centers and channels to manage the voice of customers. The second area is in loyalty management, target marketing using segmentation, profiling, profitability analysis and targeting. The third one is involved in the measurement of customer satisfaction. The last one is planning to deliver products and services to appropriate customers. Despite the various efforts, it is lowering the efficiency of these investments and interrupting their value creation that these are being operated independently in different departments. All CRM activities of an enterprise should be processed interactively and consistently for a common goal; value creation, to overcome these shortcomings. In this research, we propose CS Road Map that systematizes the four kinds of CRM activities; VOC management, survey activities, loyalty management and planning. Under this road map, these four activities will achieve the improvement of service qualities, customer satisfaction and further value creation. This paper demonstrates the road map that is built for a service industry emphasizing the objectives and strategies of the four categories.

The goal of this article is to stress the importance of good quality in telecommunication services and to introduce two basic concepts on the service quality in the telecommunication industry: QoS(Quality of Service) and NP(Network Performance) Based on these notions, presented is an integrated scheme for quality improvement in telecommunication services. Tn particular , proposed with this framework Is an efficient and effective establishment of a balanced set of parameters for continuous monitoring and correct ions of service performance.

The bounded adjustment is known to be more efficient than repeated adjustment when the cost is incurred for engineering process control. The procedure of the bounded adjustment is to adjust the process when the one-step predicted deviation exceeds the adjustment limit by the amount of the prediction. In this paper, two run rules are proposed and studied in order to improve the efficiency of the traditional bounded adjustment procedure. The efficiency is studied in terms of the standardized cost through Monte Carlo simulation when the procedure is operated with and without the run rules. The adjustment procedure operated with run rules turns out to be more robust for changes in the process and cost parameters. The Markov chain approach for calculating the properties of the run rules is also studied.

부동산업 경영이란 부동산을 경영대상으로 하는 중개, 개발, 투자, 컨설팅 등 제 부동산업을 계획적이고 능동적이며 지속적으로 운영하는 과정, 기술, 과학적 운영 등을 말하는 것으로, 부동산상품과 그 상품을 다루는 인간에 대한 경영을 의미한다. 본 논문은 국내 부동산 시장의 토양 위에 선진부동산시스템을 도입하여 경영체질을 개선하고 경쟁력을 강화하고자 노력하고 있는 ERA-Korea 사를 조사기업으로 선정하여, 우리나라 부동산 기업의 경영활동에 경영패러다임의 변화를 적응시키고, 경영품질을 높이기 위하여 과학적 경영혁신 기법인 6 시그마를 적용하여 본 사례이다. 우선적으로 국내 부동산업의 취약점을 제시하고, 이를 극복하기 위한 부동산업 경영의 변화방향을 모색하였다. 다음으로 부동산 경영의 과학화를 위한 전략방향을 상세히 다루고, 이의 실현을 위한 기회도출을 구체적으로 제시하였다. 본 사례연구를 통하여 국내 부동산 기업에 새로운 경영품질관리 모델을 제시하고 궁극적으로 부동산기업의 경쟁력 강화를 위한 부동산 경영의 과학화 방법이 제시되었으면 한다.

Process adjustment Is a complimentary tool to process monitoring in process control. Process adjustment directs on maintaining a process output close to a target value by manipulating another controllable variable, by which significant process improvement can be achieved. Therefore, this approach can be applied to the 'Improve' stage of Six Sigma strategy. Though the optimal control rule minimizes process variability in general, it may not properly function when special causes occur in underlying process, resulting in off-target bias and increased variability in the adjusted output process, possibly for long periods. In this paper, we consider a responsive feedback control system and the minimum mean square error control rule. The bias in the adjusted output process is investigated in a general framework, especially focussing on stationary underlying process and the special cause of level shift type. Illustrative examples are employed to illustrate the issues discussed.

Nonhomogeneous Poisson Process is often used to model failure times which occurred in software reliability and hardware reliability models. It can be characterized by its intensity functions or mean value functions. Many parametric intensity models have been proposed to account for the failure mechanism in real situation. In this paper, we propose a Bayesian semiparametric approach based on beta-mixtures. Two real datasets are analyzed.

Knowing the time of the process change could lead to quicker identification of the responsible special cause and less process down time, and it could help to reduce the probability of incorrectly identifying the special cause. In this paper, we propose a generalized maximum likelihood estimate. (MLE) of the process change point when a control chart with variable sample size (VSS) scheme signals a change in the process mean, and evaluate the performance of this estimator when it mi used with a VSS EWMA chart.

The strategic aims of six sigma in the aspect of business is directly related with the result of the business by the creation of profit. So based on the reformatory strategy of management performed by each organization echelon, the improvement of management by objectives is proceeded actively. This thesis recognizes the need of educational Programme needful in performance of reformatory strategy of six sigma, and concludes the strategic values as the criteria. In audition this thesis presents the strategic tool fundamental to analyse the skills and methods practiced in the designing step of improving programme of results through the research.

The purpose of this study is to examine the success factor of Quality Management (QM) in the manufacturing conditions aspect of medium and small-sized sanitary enterprise. The requisite for manufacturing factors are classified into manufacturing human factors (the number of production employee, training and teaching, discuss on quality, manufacture expertness, etc.), manufacturing facility factors (coating, hardening, and molding equipment), manufacturing core component factors (temperature and viscosity, line, surface). And the indicator of quality outcomes are measured by reorder and recommendation to others.

Multi-server Markovian retrial model with heterogeneous servers is analyzed. Arriving customers constitute the MMAP(Marked Markovian Arrival Process). Distribution of the primary customers among the servers is performed randomly depending on the type of a customer and the number of the server. Customers from the orbit have the exponential service time distribution with a parameter depending on the server only. The choice of the server for a retrial is made randomly as well. Multidimensional continuous time Markov chain describing operation of the model is investigated by means of reducing to asymptotically quasi-toeplitz Markov chaius.

Evolutionary operation is useful to improve on-line full-scale manufacturing processes by systematically changing the levels of the process variables without jeopardizing the product. This paper presents a system design for an evolutionary operation software called 'evolutionary optimizer'. The system design is based primarily on data flow diagram. Evolutionary optimizer consists of four modules: factorial design module, many variables module, mixture Production module, and mean/dispersion module.

This research investigates economic-statistical characteristics of variable sampling size & interval(VSSI) X charts under two assignable causes. We propose the procedure for designing VSSI X charts, based on Lorenzen and Vance model. Computational experiments show that the VSSI X chart Is superior to the Shewhart X chart in the economic-statistical sense, even under two assignable causes

Evolutionary operation is useful to improve on-line full-scale manufacturing processes by systematically changing the levels of the process variables while meeting production schedule. Evolutionary operation was developed using two or three process variables for process operators who are not good at statistics. Recently, when a product is developed, it is very important for the engineers to make the production line stable as soon as possible. And there are many causes which have influences to the product performance. This paper presents an evolutionary operation procedure with many process variables using saturated two level fractional factorial designs including Plackett-Burman design.

현재 변전소의 감시 및 제어 설비로 활용되고 있는 집중감시제어반은 24시간 상시 운전상태로 운영되기 때문에 컴퓨터의 CPU 및 메인보드, 하드디스크 등의 노후화로 인해 개개의 특성 및 기능이 저하되고 있다. 도입된 지 10년 가까이 지난 집중감시제어반에 대한 효율적 교체가 불가피하게 되었다. 이에 대한 최적 교체주기에 대한 합리적인 결정을 하기 위해서 신뢰분포함수와 평균사용일수(MTTF)를 구하였다.

For the activation of the Sanhakyeon Consortium, the role of local universities is critical. It is necessary for the university professionals to bring forth detailed alternative plans to upgrade the technological power of the inferior local small & medium enterprises. This means that the local self-governing bodies must database local universities and professional personnel. As a result, the professionals that are needed by enterprises must be designated to those businesses. Also, the regional small and medium enterprises must develop research personnel to enhance their power of technology. To make this possible, the participating companies of Sanhakyeon Consortium should support the students who are participating in the Consortium with research funds, and also should consider how these students can work for those companies after graduation. Finally, the local self-governing bodies must support Sanhak's cooperative research on locally specialized Industries, by forming a technology-human power network between local universities and small Sl medium enterprises.

군수품의 품질보증에서도 고객만족지수를 개발하여 고객이 만족하는 군수품을 생산하고 보급하는 것은 중요하다. 국내에서는 최초로 서울대와 국방품질관리소가 공동으로 군수품 고객만족지수(Military Customer Satisfaction Index: MCSI)를 개발하였다. 본 논문에서는 MCSI 모형을 설명하고, 표본설계와 조사방법 및 설문지를 소개하기로 한다. 그리고 MCSI를 테스트하기 위한 예비조사의 결과를 간단히 소개하기로 한다.

This study presents a new customer segmentation method based on features that can predict the customer's buying behavior. In this method, we consider all variables that can affect the customer's buying behavior including demographics, psychographics, technographics, transaction pattern-related variables, etc. We define several features which are the combination of variables with the interaction effect by using C5.0, use SOM (Self-Organizing Map) neural networks in odor to extract the feature's patterns and classify, and then make features' rules using C5.0 far the prediction of customer buying behavior

This research addresses the customers' reaction on enterprise CRM(customer relationship management) activities. Most of companies adopt CRM solution expecting revenue generation through customers' repurchasing, while customers accept to provide their personal information expecting some benefit from companies. Previous studies pointed out that many commercial organizations had difficulties yet to meet their goal of CRM due to lack of internal strategies. Moreover, the researches were focused only on companys' point of view. However, this paper finds the reason why companies' expectation does not fit and suggests the way to reduce mutual gap of expectation for successful CRM.

Kano는 만족 불만족이라는 풀질의 주관적 측면과 물리적 충족$\cdot$불충족이라는 풀질의 객관적 측면을 한께 고려하는 풀질의 이원적 인식방법을 제시하려다. 본 연구에서는 고객만족계수의 개념을 이용하여 Kano 품질분석에 사용되는 품질특성의 심층적인 해석을 시도하였다

최근 통신서비스 시장 전반적인 성장정체와 경쟁 심화의 영향으로 주요 통신서비스 사업자들은 '고객만족'을 경영의 핵심요소로 설정하고, 다양한 노력을 하고 있다. 이는 신규가입 자 유치가 쉽지 않은 상태에서 고객만족도가 하락할 경우, 결과적으로 가입자 이탈로 이어져 단순한 기업 이미지 하락차원을 벗어나 사업자의 수익에도 직접적인 영향을 미치는 것을 반영하고 있다 이와 관련, 과거의 요금이나 마케팅 차원에서의 가입자 기반 강화 노력에서 탈피해서 서비스 품질에 대한 근본적인 개선과 가입자의 욕구를 미리 파악, 서비스를 제공함으로써 가입자 불만을 최소화하려는 움직임이 증가하고 있다. 특히, 2002년 9월 정보통신부 주도로 초고속인터넷 서비스를 중심으로 서비스수준협약(SLA: Service Level Agreement) 제도가 도입된 이후 아직까지는 제도, 정책, 환경 등의 측면에서 초보적인 수준을 벗어나지는 못 하고 있지만, 통신사업자 입장에서는 점차 증가하는 가입자의 불만에 대응책과 경쟁 사업자 대비 차별화 방안 모색의 필요성 증가로 인해 그 활용도가 증가하고 있다. 이에 본 논문에서는 통신서비스에 대한 SLA 제도 도입과 관련해서 SLA 제도에 대한 사용자의 반응을 파악, 향후 품질보장형 네트워크의 구축, 사용자의 고품질 서비스에 대한 요구 증대, 사용자 보호정책 강화 푸진 등에 따른 통신사업자 입장에서 참고할 만한 사항을 제시 하고자 한다.

This study examined the forecasting of instant messinger's users choice using neural network. We used the statistical methods which were Logistic Regression, MDA(Multiple Discriminant Analysis), and ANN(Artificial Neural Network). In the result, the forecasting performance of the ANN was better than conventional model(Logistic Regression, MDA).

This study examined the effects of interactivity level on Web user's attitude towards Home Shopping sites. In examining the relationships of the factors in the research, the independent variables are reliability and levels of interactivity. The dependent variables are effectiveness, and customer loyalty. Implications for web site designer and management leaders are implicated in the conclusive section.

QFD (Quality Function Development) provides a great tool not only to arrange and evaluate VoC(Voice of Customers) and ) and (Voice of Engineers), but also to link and combine VoC and VoE, thereby present ing explicit direct ions for quality improvement. There have been, however, few researches on QFD in the IT industry The case study discussed here serves an illustration of the applicability and usefulness of the QFD approach to website quality improvement . The proposed QFD framework shows great potentials since customers needs are explicitly considered in the framework, and it helps network administrators develop better web services by providing guidelines for redesigning or reengineering the website operations.

Korean Standard Certificate , suitable for the korean industrial standards is one which was designed not only to spread and utilize the industrial standard established for the industrial standardization but to protect the consumer In this study, the practical effects of the Korean Standard Certificate will be examined in various fields, based on the small medium enterprises which achieved the K.S. Certificate In order to look into how the system has effects on the performance of the management in a company, the method of the actual approach will be used. In the end, the purpose of this study is to find the plan in which KS Certificate can be helpful to the development of the company.

기업환경변화와 고객의 욕구증대로 인해 품질의 중요성이 강조되는 상창에서 종합적 품질경영(TQM)의 개념을 도입하고자 하는 노력이 제조업 뿐 아니라 서비스 부문, 공공부문, 의료부문 등으로 확대되는 상황이다. 특히 교육품질에 연구가 선진국을 중심으로 활발히 이루어지고 있는데 무형적인 특성을 가진 교육의 품질특성들을 측정하고 이를 개선하기 위한 전략적 방안 등을 강구하고 있다. 따라서 TQM의 기본 개념을 알아보고 우리나라 대학교육에 대한 적용가능성을 타진해보기 위한 연구가 필요하다고 생각한다. 따라서 본 연구의 목적은 대학교육의 서비스 품질에 대한 구체적인 측정요인을 개발하는 것이다. 문헌조사를 통해 기존의 대학교육품질 측정문항들을 벤치마킹 하였으며 대학생 집단과 문항들을 검토하여 32개 문항을 확정하고 이를 224명의 대학생을 대상으로 자료를 수집하여 요인분석을 실시하여 대학의 서비스 품질측정요인을 도출하였다.

Main purpose of existing VOC (the voice of customer) analysis is suppressing the VOC occurrence. But, in real situation, it is impossible to reduce the VOC occurrence to the zero level. Company's strategy to decrease specific customer complaints may cause another customer's complaints increase. Especially, in a financial industry, customer complaints are directly connected with company's profit. That is, the VOC from their profitable customer, product and channel is major concern of companies. In this paper, 1 reveal the relationship between CRM (customer relationship management) activity and VOC analysis and various analysis methods.

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. A considerable analysis helped determine two alternatives to naming the dimensions: Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

This paper is concerned with analysing the bankruptcy prediction power of three models: Multivariate Discriminant Analysis(MDA ), Logit Analysis, Neural Network. The after-crisis bankrupted companies were limited to the research data and the listed companies belonging to manufacturing industry was limited to the research data so as to improve prediction accuracy and validity of the model. In order to assure meaningful bankruptcy prediction, training data and testing data were not extracted within the corresponding period. The result is that prediction accuracy of neural network model is more excellent than that of logit analysis and MDA model when considering that execution of testing data was followed by execution of training data.