• Proceedings of the Korean Society for Information Management Conference
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• 2004.08a
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• pp.159-162
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• 2004

LibQUAL+$^(TM)$은 도서관의 서비스 품질을 평가하기 위한 이용자 중심의 서비스 품질 평가 모델이다. SERVQUAL에서 출발한 이 모델은 도서관에 적합한 차원들을 확장 및 개선한 모델로 서비스 영향력(Service Affect), 장소(Library as Place), 정보제어(Information Control)의 3개 차원 22개 항목으로 구성되어 있다. 이는 전통적으로 도서관 경영활동의 3요소로 인정되고 있는 사람, 장서(정보), 건물과 유사함을 알 수 있다. 이 모델은 이용자 중심의 서비스 품질 평가, 전략적 계획 수립의 토대, 동등 기관과의 비교, 모체기관과의 정치적 관계 정립 그리고 이용자, 도서관 및 사서 사이의 관계 정립 등의 측면에서 의의가 있다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.5
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• pp.577-584
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• 2020

This study examined the effects of management consultant competency (ability, professionalism) and consulting service quality (reliability, assurance) on organizational creativity and innovation. The research target was companies with experience in consulting, and sample data from 62 surveyed companies (80 persons) were analyzed using SPSS 25.0 and Smart PLS 2.0 based on statistics to perform frequency analysis, reliability, and feasibility analysis. The summary of the research results is as follows. First, it has been verified that consultant competency (ability, professionalism) and consulting service quality (reliability, assurance) had positive impacts. Second, service reliability and assurance, which are components of consulting service quality, significantly affected consulting performance (organizational creativity, innovation). Taken together, management consulting has a positive effect on creativity and innovation in an organization and ultimately contributes to improvement of the business performance of the company, depending on the competency of the consultant and quality of the services provided. Based on the results of this study, we intend to improve the quality of SME consulting by providing theoretical and practical implications as well as contribute to the growth of SMEs requiring innovation in the era of the 4th Industrial Revolution.

• Smart Media Journal
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• v.13 no.7
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• pp.27-35
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• 2024

Since COVID-19, the education industry has shifted many of its activities to non-face-to-face channels, and many programs are still being conducted in non-face-to-face channels during the endemic. This study aims to analyze the quality factors affecting user satisfaction of synchronous and asynchronous channels operated non-face-to-face and compare the differences between the two channels. For this purpose, we analyzed the reviews of graduate students of the same content in the synchronous and asynchronous channels at H University in Seoul, Korea. The non-face-to-face learning quality factors derived through topic modeling are educational system quality, content quality, instructor quality, and expectation confirmation, and their effects on user satisfaction were empirically analyzed through survey responses related to these quality factors. The results showed that all of the quality factors had a significant positive effect on satisfaction, and there were significant differences in satisfaction factors between the two channels. This study is significant in that it suggests that improving the content itself for synchronous channels and improving the convenience of the program operation system for asynchronous channels is effective in improving user satisfaction.

• Clinical and Experimental Reproductive Medicine
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• v.34 no.2
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• pp.107-115
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• 2007

Objective: A quality management system of international standardization organization (ISO) 9001:2000 has been proposed to properly evaluate and improve the quality of productions and services. The purpose of this article was to describe on successful introduction and application of the ISO system to human assisted reproductive technology (ART) center. Methods: Center for reproductive medicine and infertility of Cheil General Hospital started the action for ISO 9001:2000 certification at January-2004. The ISO system of our center was monitored by measuring the customer satisfaction index and periodical internal and external audit. Reports of non-conformity described corrective and preventive actions for problems and occurrences that were not consistent with the standard process and operation of our center. Continuous management and improvement were performed on the project of customer dissatisfaction. Results: Our center has got the certification of ISO 9001:2000 for "Research and development of IVF-ET program for infertility treatment" from Korean Foundation for Quality at June-2004. The policy of ISO was "To establish the best center of reproductive medicine and infertility" and "To establish the best quality management system". We found 140 cases and 7 cases of non-conformity in internal and external audit for three years, respectively, and performed corrective action. Conclusion: Improvement of customer satisfaction, systemic documentation and transparency and efficacy of working procedure were achieved by application and operation of the ISO system to our center. This ISO system could be used as a basic institutional management system for the national guideline to the human ART center.

• Journal of Korean Society for Quality Management
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• v.35 no.2
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• pp.1-26
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• 2007

The purpose of this research is to suggest the promotive directions of Quality Circle activity. Since 1975, variety of organizations in Korea have widely the implemented Quality Circle activities for their management systems. Today, Companies are facing the harsh realities of a competitive environment. This is no time for revolutionary change. Instead, Companies are instituting revolutionary change meant to have impact within a very short time frame. The Worker's Quality Circle activity is, essentially, a trouble shooting oriented voluntary small group within their working place to improve the surroundings creatively. The industries have enthusiastically used Quality Circle activities and were influenced from them. The Quality Circle activities can be regarded as a kind of Knowledge Management where new knowledge is created and knowledge is shared in the economy. However, the academics were less interested in this subject, as a result, there were no systematic guidances for Quality Circle activities. Also, the government was less interested in these activities, as a result, there were no systematic policy making for Quality Circle activities. Thus, in this research, the promotive directions for Quality Circle activities were suggested which were based on the results of survey Questionnaires presented to promoters of the domestic companies. As a results of this research, to maximize the effect of TQM(Total Quality Management) in the nationwide, Quality Circle activity as a bottom-up management should be more expanded and revitalized.

• Journal of Korean Society for Quality Management
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• v.46 no.3
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• pp.509-522
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• 2018

Purpose: The purpose of this study was to propose more accurate mathematical model which can represent result of government quality assurance activity, especially corrective action and flaw. Methods: The collected data during government quality assurance activity was represented through histogram. To find out which distributions (Poisson distribution, Zero-Inflated Poisson distribution) could represent the histogram better, this study applied Pearson's correlation coefficient. Results: The result of this study is as follows; Histogram of corrective action during past 3 years and Zero-Inflated Poisson distribution had strong relationship that their correlation coefficients was over 0.94. Flaw data could not re-parameterize to Zero-Inflated Poisson distribution because its frequency of flaw occurrence was too small. However, histogram of flaw data during past 3 years and Poisson distribution showed strong relationship that their correlation coefficients was 0.99. Conclusion: Zero-Inflated Poisson distribution represented better than Poisson distribution to demonstrate corrective action histogram. However, in the case of flaw data histogram, Poisson distribution was more accurate than Zero-Inflated Poisson distribution.

• Journal of Korean Society for Quality Management
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• v.45 no.3
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• pp.561-582
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• 2017

Purpose: The purpose of this study is to share the right conception of win-win partnership innovative activity. This study suggests the desirable methodology to Win-win Partnership. Also, through the in-depth analyzing of the existing problems, we intend to exclude such a formal and erroneous direction of the research. Methods: This study systematically analyzes the best cases of the win-win partnership focusing on the proceedings of the companies participating in the field of win-win Partnership at the national quality-circle contest. Results: This study reveals the underlying problems of win-win partnership innovative activity and draws the conclusion in the way of improvement about the win-win partnership innovative activity. This study also suggests the efficient method of the function and improvement of a system for activating win-win partnership innovative activity. Conclusion: Promoting the effective way of boosting win-win partnership innovative activity, we seek to improve the quality of the product among the companies, and let the a rising curve of the mutual growth continue among the companies by strengthening the competitiveness.

• Journal of Korean Society for Quality Management
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• v.45 no.4
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• pp.903-916
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• 2017

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.

• Journal of Korean Society for Quality Management
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• v.48 no.1
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• pp.227-239
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• 2020

Purpose: The purpose of this study is to introduce the improving attorney system. It was confirmed by document writing that the staff in the field in Korea had the most difficulty in the Quality circle activities. The reform improving attorney is a quality expert at the Quality Secretariat and assists them in their documentation. Methods: Just as a patent attorney helps to get a patent, an improving attorney system helps document the improvement results of the field Quality circle and even standardizes the company. The process of introducing an improving attorney includes the declaration of an improving attorney are 11 levels of work. Results: An improving attorney was conducted in 600 organizations for 18 months. As a result of the comparison of the number of cases before and after the introduction of the improving attorney, the number of solution problem was lowered to 9 before 2016 and 8 in 2017, but after the introduction, it increased exponentially to 181 in 2018 and 162 in August 2019. In 2016 and 2017, only one standard was registered, but 64 standards were registered in 2018 and 71 in 2019. Conclusion: In this case, the improving attorney system was found to be helpful in activating the Quality circle. It is expected to revitalize Korea's Quality circle by spreading the improving attorney system to many companies.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.456-460
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• 2006

많은 6시그마 혁신을 하는 기업 중에서 ISO9000 시리즈나 ISO/TS16949 인증을 받고 있다. 그럼에도 불구하고 6시그마 도입 초기부터 ISO/TS16949와 통합운영을 생각하고 추진하는 곳은 많지 않다. ISO/TS16949에서는 기업전반의 프로세스에 많은 중점을 두고 있다. 그 중에서도 APQP(Advanced Product Quality Planning)은 제품 초기에서부터 명확한 품질계획 업무 프로세스를 가지고 활동을 하라는 필수 프로세스를 요구하고 있다. 그러나 구체적인 Flow나 단계는 각 기업체의 특성에 맞기고 있다. 6시그마의 Lean DFSS는 이러한 제품개발 프로세스의 구체적인 전계단계를 제공하고 있다 여기에 APQP에서 요건으로 명시한 각 프로세스 단계마다 Input요소, Output요소, Target, 그 프로세스를 책임질 구성원, 핵심성공요인, 핵심성공지수, 단계마다의 FMEA(Failure Mode Effect Analysis) 분석을 대응하면 도입 초기에서부터 상호 유기적이면서 효과적인 System이 된다.