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http://dx.doi.org/10.7469/JKSQM.2017.45.4.903

A Study on the Effect of Customer-Oriented Quality Circle Activities on Business Performance for Service Firms  

Song, Gwangsuk (Division of Business Administration, Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.45, no.4, 2017 , pp. 903-916 More about this Journal
Abstract
Purpose: The paper analyzes empirically the causal relationship between customer-oriented Quality circle activities and Business Performance for Korean service firms. We compare the operational characteristic behavior of the service firms and business performance. Methods: In this study, we used 3 variables, QC activities, Employee commitment and business performance. Especially, Service SME's QC Circle activities were analyzed in related with growth of company on the basis activities such as Leadership(team), improvement activity, Organizational learning, customer-focus activity and employee suggestion. Results: The result of analysis showed that employee commitment affected significantly on financial performance and non-financial performance and in turn, improvement activities, Organizational learning and customer-focus activity affected significantly on business performance (financial and non-financial). Conclusion: In the summary of the characteristics of this study based on the research results, first, segmenting the QCC activities in the service business into 5 elements can be considered to be differentiated from the existing researches in the aspect of utilizing the organization's objective-oriented variables differently from the researches utilized the variables related personal characteristics. Second, this study suggested the recent research results that suggested the problems of the QCC clearly, through which what new QC story approach was suggested has working level value in the aspect of activating the service QCC.
Keywords
Quality Control Circle; QCC; Service QCC; Continuous Improvement; QC Story;
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Times Cited By KSCI : 5  (Citation Analysis)
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