• Proceedings of the Korea Information Processing Society Conference
• /
• 2000.10a
• /
• pp.559-562
• /
• 2000

제품시스템 전체에서 소프트웨어가 차지하는 비중이 압도적으로 커지고 있어 소프트웨어 품질이 제품 품질 전체를 좌우하게 되었다. 하지만 소프트웨어는 하드웨어 제품과는 다른 특성을 가지고 있어 제품의 품질을 쉽게 측정할 수 없다. 그러므로 제품 중심의 개선보다는 소프트웨어를 개발/생산하는 프로세스의 품질을 높임으로써 생산되는 소프트웨어의 품질을 높이는 프로세스 개선을 통하여 품질향상을 꾀하여야 한다. 당사에서는 1998년 말부터 CMM에 기반한 프로세스 개선을 추진하였으며 특히 시스템 하우스에서의 소프트웨어 개선 경험을 가지게 되었다. 본 논문에서는 이러한 개선 경험을 요약하여 기술하였다.

• Journal of Convergence for Information Technology
• /
• v.12 no.1
• /
• pp.55-65
• /
• 2022

This study examines the relationship between customer experience, customer-influencer relationship quality, and customer behaviors. This study employed questionnaire survey and collected 413 data. The structural equation modeling (SEM) method is used to test the hypotheses of the study. As a result of the study, it was found that among customer experiences, emotional experience had a greater effect on hot IRQ than cold IRQ, and cognitive experience had a greater effect on cold IRQ than hot IRQ. And it was found that hot IRQ had a greater effect on relationship retention intention than recommendation intention, and cold IRQ had a greater effect on recommendation intention than relationship maintenance intention. This study provides various implications both theoretically and practically by examining the relationship quality between customers and influencers.

• Journal of Service Research and Studies
• /
• v.13 no.3
• /
• pp.82-104
• /
• 2023

This study analyzes the effect of users' experiences using AI chatbot services on relationship quality and behavioral intention. For the study, a survey was conducted on users who experienced AI chatbot services, and the research hypothesis was verified by analyzing the final 299 copies of valid data. As a result of the analysis, it was confirmed that satisfaction and trust, which are the relationship quality dimensions of AI chatbot service, were formed in users through the cognitive experience, emotional experience, and relational experience. In addition, it was confirmed that satisfaction and trust have a positive effect on the intention to continue using and recommending AI chatbot services, which correspond to the level of consumers' behavioral intentions, respectively. In addition, in terms of relationship quality, it was significant in all paths of the road of behavior, but in satisfaction, the path coefficient of the road of continuous use of AI chatbot and recommended road was significantly higher than the path coefficient in trust. This study provided a theoretical foundation that the relationship with relationship quality that affects behavioral intention also affects AI chatbot services in the online environment, and it is significant in that it suggests that relationship quality is an important mediating factor in establishing long-term relationships with consumers.

• The Journal of the Korea Contents Association
• /
• v.16 no.9
• /
• pp.117-126
• /
• 2016

This study examined the relative effects of different feedback delivery method (face-to-face vs. e-mail) and reinforcement history on work performance. Participants were asked to work on a simulated mobile phone assembly task. They performed for 30 minutes per session and attended 4 sessions. The dependents variable was the percentage of correctly completed work tasks. Of 100 participants recruited, 50 had a reinforcement history and another 50 had no reinforcement history with the feedback provider in this study. The participants in each group were randomly assigned into two experimental conditions: face-to-face feedback and e-mail feedback. The results showed that for the participants who had reinforcement history, the two feedback delivery methods did not produce a significant difference in the percentage of correctly completed work tasks. However, for those who had no reinforcement history, the two feedback methods did produce a significant difference.

• Informatization Policy
• /
• v.30 no.3
• /
• pp.92-121
• /
• 2023

As music streaming services (MSS) involve various interactions with users during the music consumption process, it is important to understand the user experience and manage the service accordingly. This study developed a user experience model for MSS by theoretically linking the quality characteristics considered important by music service users with the structure of user experience. PLS analysis was then performed using survey data to test the model. As a result, functionality (search, browsing, and personalized recommendation), UI usability, content quality (currentness, sufficiency, relevance), and monetary cost were found to be key experience factors that determine the experience consequence, i.e., user satisfaction. In addition, in a supplementary analysis comparing domestic and global services, differences in user experience were found between the two groups in terms of functionality and content quality. The user experience model of MSS proposed in this study serves as a new foundation for theory-based research in this field and provides meaningful implications for the competitive landscape among music streaming service platforms and for their competitive strategies.

• Proceedings of the Korean Institute of Surface Engineering Conference
• /
• 2018.06a
• /
• pp.103.2-103.2
• /
• 2018

(주)PMPT사는 국내 뿌리산업 분야의 Zn-Ni자동차부품 도금업체로서 남동공단에 위치하고 있다. 하지만 자동차품질 향상에 기본이 되는 도금 기술자료가 부족하여 연구개발에 많은 어려움을 겪고 있다. 또한 미래자동차용 용접부품의 도금 품질향상을 위한 최신 기술정보제공이 필요한 실정이다. 이에 다년간 이론과 경험을 겸비한 도금전문가의 활용이 필요한 실정이다. '아직도 녹슨 자동차를 탈 것인가?' 지난 2003년부터 10년간 '녹슬지 않는 자동차', '녹과의 전쟁'을 목표로 자동차부픔의 품질기술지도가 실시되었다. PMPT사도 이에 동참하여 자체의 경험과 기술로써 용접부 품질을 개선하여 왔다. 하지만 경험에 의존해 왔던 PMPT사 자체의 도금기술로써는 유렵의 BMW사나 Toyota사의 Zn, Zn-Ni 합금도금에 대한 기술변화와 수출경쟁에 대처하기가 어려운 실정이다. 특히 용접부는 자동차 사고의 치명적 결함이다. 이에 도금전문가를 활용하여 해외의 선진도금 기술정보제공과 함께 미래의 자동차부품 품질향상을 위한 기술지원을 실시하였다. 세부적인 기술지원 내용으로서는 Zn, Zn-Ni합금도금제품 용접부품에 6가 Cr을 사용하지 않는 친환경 Chromate Free, Zn-Ni합금도금 용접부 내식성 향상을 위한 Ni의 최적함량과 메커니즘을 지원하였다. 필자가 도금현장에서 근무하면서 터득한 까다롭고 어려워하는 도금기술과 최신의 해외 Chromate Free표면처리 기술을 제공함으로써 수출향상과 품질기술력 향상에 이바지 하고자 하였다.

• Journal of Service Research and Studies
• /
• v.13 no.2
• /
• pp.227-245
• /
• 2023

As offline company and online·mobile startups meet in an untact shopping environment, competition among companies in untact shopping is increasing. In this situation, companies need their own clear strategy to create customer value. In particular, it is very important to focus on 'customer experience' to establish such a strategy in an untact shopping environment. Customer experience refers to all processes in which consumers meet and experience a company or brand at a touch point. In this processes consumers decide whether to continue to use the company and brand. In this situation, it is thought that it will be meaningful for research to examine the customer experience of untact shopping. Therefore, this study aimed to examine the customer experience of untact shopping, which is used by all generations after COVID-19, through experience quality, and to examine the impact on the expectation-confirmation Model of untact shopping. The results of this study are as follows. First, as a result of examining whether interaction quality, information quality, and outcome quality affect expectation-confirmation it was found that all qualities except interaction quality affect expectation matching. Second, as a result of examining whether interaction quality, information quality, and outcome quality affect perceived usefulness, it was found that all qualities except interaction quality had an effect. Next, as a result of applying the expectation confirmation model to the untact shopping environment and examining whether the expectation confirmation has an effect on use satisfaction, it was found that there was a positive effect. As a result of examining whether perceived usefulness affects use satisfaction, it was found to have a positive effect. As a result of examining whether perceived usefulness affects expectation confirmation, it was found that there is a positive effect. Finally, as a result of examining whether perceived usefulness affects the intention to continue using untact shopping, it was found to be positive. Next, as a result of examining the effect of use satisfaction on trust, it was found that there was a positive effect. Finally, as a result of investigating whether trust has an effect on the intention to continue using, it was found that there is a positive effect. Looking at the important results especially, information quality was found to have the greatest influence.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2007.04a
• /
• pp.481-487
• /
• 2007

북한은 향후 우리나라 경제 성장의 동반자가 되어야 한다. 북한의 생산 잠재력은 어느 정도 있으나, 기술력이 아직 현대적 수준에 미치지 못하고 있다. 한국에서 빈약한 경제환경이었던 70년대에 표준화와 품질관리를 확산 보급하여 산업화와 품질 향상에 기여한 경험을 북한에 살려 품질관리 기법과 내용을 전수 지원하므로써 북한의 제품 품질을 향상시키고 우리의 경제에도 도움이 되고자 하여 관련 연구회를 운영하고자 한다.

• The Journal of the Korea Contents Association
• /
• v.17 no.6
• /
• pp.591-599
• /
• 2017

With the introduction of long-term care insurance, the number of long-term care facilities and the elderly using it is increasing. Nevertheless, there was a lack of concern and research on elderly abuse and how to affect the life of the elderly in long-term care facilities. The study analyzed the data collected from 278 senior citizens of 44 long-term care facilities in two regions. The analysis was conducted to analyze the relationship among elderly abuse, service quality, service satisfaction and life satisfaction. An analysis showed that some of the elderly experienced elderly abuse, especially sexual abuse. The experience of abuse affect the perception of the service quality, service satisfaction and life satisfaction of the elderly. The elderly experienced abuse was undervalued in service quality, service satisfaction and life satisfaction. Based on these findings, the implications to prevent elderly abuse of long-term care facilities are suggested.

• Journal of the Korean Statistical Society
• /
• v.10
• /
• pp.30-34
• /
• 1981

오늘날 우리나라 기업들이 정부가 경제운용방식을 민간주도의 경제운용방식으로 전환하겠다는 정부시책에 따라 총합적품질관리(TQC)를 정착화하여, 기업의 재무구조를 개선하고, 생산성 및 품질향상을 통하여 국제경쟁에 이기기 위하여, 전국적으로 TQC 정착화운동을 활발히 전개하고 있음은 주지의 사실이다. TQC의 진수를 이루고 있는 것이 통계적품질관리(SQC)이므로 통계적방법의 공업에의 응용면을 찾아보는 것은 SQC 기법의 활용도를 찾아보는 것과 동일하다고 본다. 공업통계의 활용은 생산성향상과 공산품의 품질향상에 직결되므로 차제에 우리나라 기업이 어느 정도 통계교육을 받고 있고, 어느 정도 활용하고 있나를 파악한 후, 그것을 분석하고, 개선대책을 내놓는다면 커다란 의의가 있다고 생각되나, 필자의 제한된 경험과 제한된 자료, 제한된 시간 관계상, 그렇게하지 못함을 송구스럽게 생각한다. 본논문은 필자의 한국공업표준협회의 품질관리교육, 품질관리대상심사, 품질관리분임조경쟁대회심사 등을 통한 제한된 경험과 자료를 가지고, 한국공업통계이용현황에 관하여 기술한 것이다. 첫째로 우리나라 기업의 공업통계교육현황을 살펴보고, 둘째로 우리나라 기업이 공업통계를 제품의 개발단계에서 생산단계, 판매단계에 이르기까지 어떻게 활용하고 있는지 그 정도를 살펴보고, 셋째로는 앞으로의 우리나라 기업의 공업통계활용활성화방안에 대하여 필자 나름대로의 의견을 진술하고자 한다.