• Proceedings of the Korean Operations and Management Science Society Conference
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• 2000.04a
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• pp.22-27
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• 2000

수주생산환경에서는 고객과의 주문 상담과정에서 여러 가지 정보(가격, 인도기간, 기호, 제품사양 등등)를 파악해야 된다. 본 연구에서는 고객의 요구에 부합하며, 최적의 제품구조를 가지는 우연한 BOM 시스템을 구성하고자 한다. 이러한 유연한 BOM 시스템을 위하여, 제공되는 정보를 분석할 수 있는 수리적 모형을 제시하고, 이를 객체지향적 패러다임을 이용하여 BOM 시스템 요소들을 UML로 구현한다. 또한, 이러한 연구의 결과를 바탕으로 주문형 컴퓨터를 위한 BOM 시스템을 실제로 구현한다.

• Proceedings of the Korea Contents Association Conference
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• 2011.05a
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• pp.455-456
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• 2011

고객의 요구사항 다양화 및 콜서비스 요청의 지속적인 증가로 서비스 접점(MOT)의 중요성이 크게 확대되고 있으며, 이는 산업과 업종에 관계없이 모두가 동일한 현안사항을 가지고 있다. 콜량의 예측을 통해 적정인원을 산출하여 실제로 인입되는 콜량과 예측된 콜량을 트래킹하여 예측과 실제의 갭을 최소화하는 것으로 고객만족도 향상에 성패를 좌우한다. 양질의 상담 서비스 제공과 운영 사업비의 효율화는 우리 모두의 관심이자 동시에 해결해야 할 과제이다. 본 연구는 콜센터의 ARS 운영현황과 시장 동향 분석 및 ARS 운영기관 실태점검 및 평가를 통하여 효율적인 운영전략을 모색하고자 한다.

• Journal of Advanced Navigation Technology
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• v.14 no.1
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• pp.1-10
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• 2010

This study is to analyze the relationship about emotional labor, burnout and turnover intention in airline call center workers who perform emotional labor using telephone without direct confrontiong with clients. Call center work typically requires high levels of sustained interpersonal. Therefore the emotional labor is the important managing factor for efficient management of call center. This study makes a contribution in providing the fact that emotional labor and burnout is an important managing factor in administration of call center worker.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8800-8811
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• 2015

When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.

• Proceedings of the Korean Society of Broadcast Engineers Conference
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• 2008.02a
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• pp.191-195
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• 2008

가상 성형 시스템은 실제 성형 수술을 시행하지 않은 상태에서도 성형 후의 형상을 가상적으로 시뮬레이션해 봄으로써 고객의 의사 결정과 성형의의 수술 계획 및 상담을 효과적으로 지원할 수 있는 그래픽 시스템이다. 본 논문은 가변 워핑 마스크와 스머지 필터를 이용한 2D 가상 성형 시스템의 반자동 필드 워핑을 제안함으로써 가상 성형의 편의성과 실용성을 제고함에 그 목적이 있다. 제안된 2D 가상 성형 시스템은 마우스로 스머지 필터를 조작하여 얼굴 구성 요소의 윤곽 형상을 원하는 형태로 변형할 수 있는 직관적인 사용자 인터페이스를 제공한다. 얼굴 구성 요소의 스머징 전후의 윤곽선을 대상으로 다각형 근사화에 기반한 계층적 제어선 매핑을 통해 획득한 제어선 쌍들을 이용하여 반자동 필드 워핑을 수행함으로써 소스 제어선으로부터 목표 제어선까지 점진적으로 변해가는 다수의 중간 프레임들을 생성한다. 또한 이 반자동 필드 워핑을 수행할 시, 성형부위의 변형을 따라 단계적으로 모양이 변하는 가변 워핑 마스크를 사용함으로써 변형 부위 이외의 얼굴 구성 요소들에 대해서는 왜곡을 최소화하는 지역적 변형 특성을 제고한 것이 특징이다. 제안된 2D 가상 성형 시스템은 직관적이고 편리한 사용자 인터페이스를 제공할 수 있기 때문에 시간이 적게 소요되고 작업 피로도가 낮아 실용성이 높다. 따라서 비숙련자도 간단한 사용자 입력만으로 만족스러운 가상 성형 결과를 얻을 수 있다. 특히 짧은 시간 내에 성형의와 고객이 만족하는 직관적인 상담을 가능케 하는 것이 장점이다.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.12 no.1
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• pp.7-16
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• 2012

In this paper we describe a VoIP transcript system which is able to record call conversation between counselor and customer in an IP contact center based on IP telephony environment. The transcript system, designed and implemented in this paper, uses packet sniffering to capture packets without imposing network overhead on overall system. It can decode H.323 and SIP which are used to setup call sessions in VoIP environment and captures voice data and record without any loss of contents. Implemented transcript system can be integrated with CTI system in that it can manage and record call more effectively. It is designed generically so that it is implemented both on Windows and Linux environment.

• The Journal of the Korea Contents Association
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• v.14 no.12
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• pp.911-923
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• 2014

This study explores which organizational capital is important for the customer service center and how the organizational capital is linked to organization's performance through dynamic capability. In this study, total of 389 employees in customer service centers were surveyed for the analysis. The results indicate that relational capital and organizational culture were positively linked with collaborative behavior, capital share, and capital transformation. Also, structural capital was a significant factor in collaborative behavior. Organizational performance was positively affecting collaborative behavior and capital share. This study provides a practical guideline on how to manage organizational capital and supplement shortcomings for managers and counsellors at the customer service centers. Furthermore, the implications for the reinforcement and development of organizational capital were suggested in building a customer service center as a strategic and fundamental part of the company.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.20 no.2
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• pp.61-66
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• 2020

The purpose of this study is to identify and manage the problem of components discontinuity in the future based on the implementation of information systems to solve the problem of discontinuance of militaries parts, so as to solve the problem of discontinuance of components in the operation of the weapon systems and reduce excessive expenditure due to aging of the weapon system. The purpose is to prevent the discontinuance of components in the future by up-dating the production phenomena of parts manufactures periodically. Defense industries and R&D perood can expand users convenience by supporting selection of more efficient parts in weapon systems development and information of vast components information systems.

• Journal of the Korean Home Economics Association
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• v.40 no.3
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• pp.115-136
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• 2002

The purpose of this study was to find out job description and necessary abilities for Consumer Affairs Department Service in business. This study was done using survey by mail to the representatives in Consumer Affairs Department in business. 354 representatives were used for the sample. The business was selected 32 among 107 in OCAP(Organization of Consumer Affairs Professionals in Business), from September 25 to October 5, 2000. The results were analyzed from 96 representatives, 23 business. The results of this study are as follows: 1. The degree of importance and participation on the job description in Customer Service Department was analyzed. The most important job was related to consulting. Consumer management and information collect & provision were next important job in consumer affairs. 2. When the degree of participation on the job description compared to the degree of importance, we found that the general level of participation on the job was a little lower than the degree of importance on the job. Especially, the biggest difference was found in the formation of focusing customer. The smallest difference was found in the field of consulting. 3. The most necessary ability for the representative of consumer affairs department in business was responsibility and sincerity, communication skill. The big difference of present ability and necessary ability of representative was persuasive power and communication skirt.

• Journal of Digital Contents Society
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• v.19 no.9
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• pp.1751-1758
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• 2018

An integrated medical information system that integrates systems consisting of different environments centered on hospital information systems should be provided as a system that prioritizes the improvement of the quality of medical services, customer satisfaction, and patient safety. The RBAC-based medical information system is granted the access right according to task type, role, and rules. Through this, it is possible to use SMS channel, medical reservation and cancellation, customized statistics, and CRM / EMR interworking service using multi-channel to enable communication service without help of counselor and reduce the default rate of reservation patient, Operational improvement services can be extended to medical staff, patients and their families, as well as expanding to important decisions for patients.