• Journal of Korea Society of Industrial Information Systems
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• v.15 no.5
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• pp.79-87
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• 2010

This paper is proposed that implemental model of customer relationship management system for oriental hospital is designed by customer segmentation using personal information and medical record of outpatients in existing integrated medical information system database. Proposed model can be practical model at once, because it can construct by partial modification of existing medical information system without additional information technology and infrastructure. And, if we use the proper variable and method of customer segmentation according to marketing strategy, it can be flexible customer relationship management system not only improvement of customer satisfaction but also various marketing supports.

• Journal of the Korea Convergence Society
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• v.12 no.5
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• pp.79-84
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• 2021

The objective of this paper is to find out the factors for the performance of the Hospital Customer Relationship Management (HCRM) system. Furthermore, the relationships between these factors have been analyzed. In order to analyze the performance of the HCRM system, factor analysis with several Key Performance Indicators (KPIs) was conducted. And also multiple regression analysis and Chi-square test were executed. In this study, several hypotheses were derived to analyze the relationships between factors of performance of HCRM system. These hypotheses were tested by using the Structural Equation Model (SEM). As the result of this study, we discovered the HCRM-Infrastructure has positive effects on the HCRM-Performance. And the HCRM-Performance has also positive influences on the hospital management performance. On the basis of the research result, we proposed some suggestions and guidelines for the successful implementation and improvement of HCRM system.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.10 no.1
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• pp.209-214
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• 2009

Due to the high level of information supportive function of Internet, the management environment change is accelerating. The Patients are able to have the chances of Hospital- and Doctor-shopping. So the Customer Relationship Management skill or Patient -oriented management is becoming one of the important management method of Hospital. To adapt these trend, many Hospital invest the money and efforts for the implementation of Hospital CRM system. But the Performance of HCRM is not satisfactory for the investor from many reasons. In this paper we try to find out which kinds of factors have the Influences on the Implementation of HCRM, and how is the relation between these factors. We use the Structural Equation Model to clarify these relationships. The result of this paper will contribute in the decision making of the implementation of HCRM in the field, and in providing the knowledge base.

• Journal of Intelligence and Information Systems
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• v.16 no.4
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• pp.43-65
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• 2010

Facing a complex environment driven by a decade, many companies are adopting new strategic frameworks such as Customer Relationship Management system to achieve sustainable profitability as well as overcome serious competition for survival. In many business areas, CRM system advanced a great deal in a matter of continuous compensating the defect and overall integration. However, pharmaceutical companies in Korea were slow to accept them for usesince they still have a tendency of holding fast to traditional way of sales and marketing based on individual networks of sales representatives. In the circumstance, this article tried to empirically address current status of CRM system as well as the effects of the system on the performance of pharmaceutical companies by applying BSC method's four perspectives, from financial, customer, learning and growth and internal process. Survey by e-mail and post to employers and employees who were working in pharma firms were undergone for the purpose. Total 113 cases among collected 140 ones were used for the statistical analysis by SPSS ver. 15 package. Reliability, Factor analysis, regression were done. This study revealed that CRM system had a significant effect on improving financial and non-financial performance of pharmaceutical companies as expected. Proposed regression model fits well and among them, CRM marketing information system shed the light on substantial impact on companies' outcome given profitability, growth and investment. Useful analytical information by CRM marketing information system appears to enable pharmaceutical firms to set up effective marketing and sales strategies, these result in favorable financial performance by enhancing values for stakeholderseventually, not to mention short-term profit and/or mid-term potential to growth. CRM system depicted its influence on not only financial performance, but also non-financial fruit of pharmaceutical companies. Further analysis for each component showed that CRM marketing information system were able to demonstrate statistically significant effect on the performance like the result of financial outcome. CRM system is believed to provide the companies with efficient way of customers managing by valuable standardized business process prompt coping with specific customers' needs. It consequently induces customer satisfaction and retentionto improve performance for long period. That is, there is a virtuous circle for creating value as the cornerstone for sustainable growth. However, the research failed to put forward to evidence to support hypothesis regarding favorable influence of CRM sales representative's records assessment system and CRM customer analysis system on the management performance. The analysis is regarded to reflect the lack of understanding of sales people and respondents between actual work duties and far-sighted goal in strategic analysis framework. Ordinary salesmen seem to dedicate short-term goal for the purpose of meeting sales target, receiving incentive bonus in a manner-of-fact style, as such, they tend to avail themselves of personal network and sales and promotional expense rather than CRM system. The study finding proposed a link between CRM information system and performance. It empirically indicated that pharmaceutical companies had been implementing CRM system as an effective strategic business framework in order for more balanced achievements based on the grounded understanding of both CRM system and integrated performance. It suggests a positive impact of supportive CRM system on firm performance, especially for pharmaceutical industry through the initial empirical evidence. Also, it brings out unmet needs for more practical system design, improvement of employees' awareness, increase of system utilization in the field. On the basis of the insight from this exploratory study, confirmatory research by more appropriate measurement tool and increased sample size should be further examined.

• Journal of Digital Convergence
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• v.16 no.3
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• pp.291-301
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• 2018

Supply chain in service sector has been established on the premise that firms need to manage their process uncertainties to satisfy customers in an efficient manner. Information sharing and synchronization play key roles in minimize uncertainties from their involved supply chain. The duality of customers being inputs providers as well as consumers, differentiates service supply chains from manufacturing and is a challenging issue to traditional supply chain management. The service supply chain is a structured network which should be managed with supply chain theory and principles. Various key operations need to be carried out through a highly integrated and collaborated service supply chain and supporting information hub. The purpose of this paper is to present the issues and key components in the service supply chain, where the repetitive service is provided along the value chain, such as tourism, restaurant, mega-sized hospital supply chain.

• Proceedings of the Korea Information Processing Society Conference
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• 2010.11a
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• pp.193-196
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• 2010

정보화 시대를 거치면서 모든 산업분야에서 대량의 데이터가 생성되고 관리되고 있다. 최근에는 비즈니스 환경의 변화로 인하여 의사결정을 지원할 수 있는 고급 정보에 대한 필요성이 대두되었으며 IT 기술의 발전과 더불어 데이터마이닝에 대한 많은 연구가 활발히 이루어졌다. 데이터마이닝은 금융, 정부, 제조, 유통 등 다양한 분야에서 활용되고 있다. 한편 의료데이터는 다른 산업분야의 데이터와 구별되는 특징이 있는데, 데이터의 이질성과 복잡성, 부정확성과 오류가능성, 불완전성과 윤리 및 법적인 문제, 개인정보보호, 특징 선택의 제한, 모델의 투명성과 설명력에 대한 높은 요구도 등이 그것이다. 이와 같은 이유로 의료데이터에 대한 접근은 제한적일 수 밖에 없다. 그럼에도 병원 전산화를 통해 발생하는 의료데이터의 양은 기하급수적으로 증가하고 있으며, 임상정보를 포함하는 의료데이터는 데이터 자체로도 가치가 매우 크다. 이에 본 논문은 국내 제 3차 의료기관의 2년간 내원환자에 대한 진단데이터를 사용하여 데이터마이닝의 연관법칙을 이용, 상병간의 관계를 연구하고자 하였다. 이를 통해 잠재고객에게는 객관화된 의료지표를 제공하고, 의료기관은 예측 가능한 정보를 종합의료시스템에 활용하여 고객만족도를 높이는 효과를 볼 수 있을 것으로 사료된다.

• Journal of dental hygiene science
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• v.15 no.1
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• pp.77-82
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• 2015

The purpose of this study was to understand the buying behavior characteristics of the customers. Also, it was intended to provide information to provide companies marketing strategy. The criteria of purchasing toothpaste was to try to understand the impact on satisfaction, recommendation and repurchase Intention. The study was surveyed 248 customers who re-buy the toothpaste in oral care products showroom at university dental hospital. Statistical analysis was performed using PASW Statistics 18.0 and AMOS 18.0 at the 5% significance level. The results were as follows: 'Flavor', 'Price', 'Brand', 'Function', 'Design' of toothpaste and satisfaction showed a positive correlation. Satisfaction and repurchase intention, Recommendation showed a positive correlation. Selection criteria that affect the satisfaction when customers buy toothpaste, 'Function' was the greatest and others became the order of the 'Brand', 'Flavor', 'Price'. Satisfaction affect the recommendation and repurchase Intention. If customers are satisfied with the toothpaste products, showed the Repurchase Intention, have shown opinion that is willing to recommend this product to others. Therefore, dentistry and manufacturers of toothpaste must share a lot of information about toothpaste with customers. Also, information, function, flavor of toothpaste as well as other oral care product, It will be a needed the continuing research and development.

• Journal of the Korean Society of Radiology
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• v.7 no.2
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• pp.113-120
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• 2013

Nowadays, the medical system towards patients changes into the medical services. As the human rights are improved and the capitalism is enlarged, the rights and needs of patients are gradually increasing. Also, based on this change, several systems in hospitals are revised according to the convenience and needs of patients. Thus, the cases of mobile portable among examinations are getting augmented. Because the number of mobile portable examinations in patient's room, intensive care unit, operating room and recovery room increases, neighboring patients are unnecessarily exposed to radiation so that the examination is legally regulated. Hospitals have to specify that "In case that the examination is taken out of the operating room, emergency room or intensive care units, the portable medical X-ray protective blocks should be set" in accordance with the standards of radiation protective facility in diagnostic radiological system. Some keep this regulation well, but mostly they do not keep. In this study, we shielded around the Collimator where the radiation is detected and then checked the change of dose regarding that of angles in portable tube and collimator before and after shielding. Moreover, we tried to figure out the effects of shielding on dose according to the distance change between patients' beds. As a result, the neighboring areas around the collimator are affected by the shielding. After shielding, the radiation is blocked 20% more than doing nothing. When doing the portable examination, the exposure doses are increased $0^{\circ}C$, $90^{\circ}C$ and $45^{\circ}C$ in order. At the time when the angle is set, the change of doses around the collimator decline after shielding. In addition, the exposure doses related to the distance of beds are less at 1m than 0.5m. In consideration of the shielding effects, putting the beds as far as possible is the best way to block the radiation, which is close to 100%. Next thing is shielding the collimator and its effect is about 20%, and it is more or less 10% by controlling the angles. When taking the portable examination, it is better to keep the patients and guardians far enough away to reduce the exposure doses. However, in case that the bed is fixed and the patient cannot move, it is suggested to shield around the collimator. Furthermore, $90^{\circ}C$ of collimator and tube is recommended. If it is not possible, the examination should be taken at $0^{\circ}C$ and $45^{\circ}C$ is better to be disallowed. The radiation-related workers should be aware of above results, and apply them to themselves in practice. Also, it is recommended to carry out researches and try hard to figure out the ways of reducing the exposure doses and shielding the radiation effectively.