• Journal of Intelligence and Information Systems
• /
• v.16 no.3
• /
• pp.99-120
• /
• 2010

Due to the wide spread of customers' frequent access of non face-to-face services, there have been many attempts to improve customer satisfaction using huge amounts of data accumulated throughnon face-to-face channels. Usually, a call center is regarded to be one of the most representative non-faced channels. Therefore, it is important that a call center has enough agents to offer high level customer satisfaction. However, managing too many agents would increase the operational costs of a call center by increasing labor costs. Therefore, predicting and calculating the appropriate size of human resources of a call center is one of the most critical success factors of call center management. For this reason, most call centers are currently establishing a department of WFM(Work Force Management) to estimate the appropriate number of agents and to direct much effort to predict the volume of inbound calls. In real world applications, inbound call prediction is usually performed based on the intuition and experience of a domain expert. In other words, a domain expert usually predicts the volume of calls by calculating the average call of some periods and adjusting the average according tohis/her subjective estimation. However, this kind of approach has radical limitations in that the result of prediction might be strongly affected by the expert's personal experience and competence. It is often the case that a domain expert may predict inbound calls quite differently from anotherif the two experts have mutually different opinions on selecting influential variables and priorities among the variables. Moreover, it is almost impossible to logically clarify the process of expert's subjective prediction. Currently, to overcome the limitations of subjective call prediction, most call centers are adopting a WFMS(Workforce Management System) package in which expert's best practices are systemized. With WFMS, a user can predict the volume of calls by calculating the average call of each day of the week, excluding some eventful days. However, WFMS costs too much capital during the early stage of system establishment. Moreover, it is hard to reflect new information ontothe system when some factors affecting the amount of calls have been changed. In this paper, we attempt to devise a new model for predicting inbound calls that is not only based on theoretical background but also easily applicable to real world applications. Our model was mainly developed by the interactive decision tree technique, one of the most popular techniques in data mining. Therefore, we expect that our model can predict inbound calls automatically based on historical data, and it can utilize expert's domain knowledge during the process of tree construction. To analyze the accuracy of our model, we performed intensive experiments on a real case of one of the largest car insurance companies in Korea. In the case study, the prediction accuracy of the devised two models and traditional WFMS are analyzed with respect to the various error rates allowable. The experiments reveal that our data mining-based two models outperform WFMS in terms of predicting the amount of accident calls and fault calls in most experimental situations examined.

• Journal of the Economic Geographical Society of Korea
• /
• v.20 no.3
• /
• pp.329-352
• /
• 2017

Since the late 2000s Korean foreign direct investors in North Korea and China border regions have gone through the closure of outward processing trade(OPT) networks and changes in their location due to UN security council resolution and Korean independent sanctions against North Korea's nuclear and missile tests. However, the introduction of new Chinese OPT policy has led to the invigoration of domestic market-based OPT networks towards North Korea. The main aim of this paper is to identify the exceptional characteristics of Dandong in Liaoning province, a North Korea and China border region by analyzing OPT networks towards North Korea. Fundamentally the establishment of OPT networks towards North Korea is likely to be based on the utilization of a plenty of low wages in North Korea. The main reasons for this are fallen into two perspectives: geo-economics and geo-politics. The first perspective is geo-economics centering on the consolidation of economic exchange between North Korea and China, and North Korean economic development. For example, the introduction of Chinese OPT in border region has enabled Chinese local firms based on domestic market to access a plenty of low wage in North Korea in formal and institutional contexts. The second is geo-politics for the stability of North Korean regime based on the means of geo-economics. As the invigoration of domestic market-based OPT networks might make North Korea possible promoting foreign money earning, it enable North Korea to be sustainable as a buffering region between capitalist and socialist regime for China. It shows Chinese geo-strategic attempts to deal with the economic and regime stability of North Korean as a buffering state. In other words, OPT networks in North Korea should be concerned with the discourse practice of geo-economics and geo-politics which might lead to various and contingent spatial economies in border region. As a consequence, North Korea and China border regions could defined as a space in which is applicable to exceptional institutions and policies, and an exploitative space in which create surplus and rents by utilizing a plenty of low wages in North Korea through OPT networks.

• Journal of the Korean Institute of Traditional Landscape Architecture
• /
• v.33 no.2
• /
• pp.78-88
• /
• 2015

In the 1920s, the period of cultural governance ruled by Japan, the diverse media were founded and various events were conducted to boost circulation. Under the Japanese colonial period in 1920s, a number of media - newspapers and magazines - were published and often they carried out entertaining events in order to obtain more subscribers. A hobby magazine, Samchunri, for instace, set up a media event to selecting Korea's eight beautiful scenary (Bandopalgyong) for the first edition in 1929. The paper aims to analyse and understand the perception of landscape in 1929 through the media event carried out by Samchunri. In particular, the selection was made by well-known writers within Japanese colonial period 1910 - 1945). The selection process and views from the writers on landscape were analysed; firstly, the selection of Bandopalgyong was carried out by questionnaires to writers in 1929 where Korea is under Japanese colonial rules. The conditions of the selection were unknown; however, the purpose was enlightening the people specially the youngs and introduction of beautiful places in Korea. As a result, views and opinions on Bandopalgyong by the writers were progressed. Secondly, within the Bandopalgyong, the natural landscape areas include Gumgansan(金剛山), Daedonggang(大洞江), Buyeo(扶餘), Gyongju(慶州), Myongsasipri (明沙十里), Haundae(海雲臺), Baekdusan(白頭山), and Choksukru(矗石樓). Those chosen places were not cohesive nor did not have any consistant reasons to be chosen in terms of size and location; however, some writers claimed that there were other places to match the chosen ones and therefore, the selection process was highly dependent on access (i.e. transport). Thirdly, the travelogue on Baekdusan and Nackwhaam(洛花岩) illustrated interesting views on landscape in particular. Baekdusan landscape were described in overlaping with long history and national soul. In the Nackwhaam travelogue, it described 'Buyeo (夫餘) was an ancient capital of Backjae Dynasty and empty place' as well as denying Chosun Dynasty. It was assumed that the two places weren't visited but rewritten with existing literatures. Fourthly, edited by Kim Dong Whan, a travelogue style book, 'Bandosanha' was published in 1941. It did repeat the selection of Bandopalgyong, but this time, it was classified the eight beautiful landscape into two categories; historic/cultural places and natural landscape. This paper was able to analyse and understand the perception of landscape in 1929 through the travelogue of Samchunri. It is an empirical study on the process and perception on Korea landscape under Japanese colonical period by views of the selected writers.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.19 no.4
• /
• pp.481-491
• /
• 2018

As the global business environment is dynamic, uncertain, and complex, supply chain management determines the performance of the supply chain in terms of the utilization of resources and capabilities of companies involved in the supply chain. Companies pursuing open innovation gain greater access to the external environment and accumulate knowledge flows and learning experiences, and may generate better business performance from dynamic capabilities. This study analyzed the effects of supply chain dynamic capabilities, open innovation, and supply uncertainty on supply chain performance. Through questionnaires on 178 companies listed on KOSDAQ, empirical results are as follows: First, integration and reactivity capabilities among supply chain dynamic capabilities have a positive effect on supply chain performance. Second, the moderating effect of open innovation showed a negative correlation in the case of information exchange, and a positive correlation in the cases of integration, cooperation and reactivity. Third, two of the 3-way interaction terms, "information exchange*open innovation*supply uncertainty" and "integration*open innovation*supply uncertainty" were statistically significant. The implications of this study are as follows: First, as the supply chain needs to achieve optimization of the whole process between supply chain components rather than individual companies, dynamic capabilities play an important role in improving performance. Second, for KOSDAQ companies featuring limited capital resources, open innovation that integrates external knowledge is valuable. In order to increase synergistic effects, it is necessary to develop dynamic capabilities accordingly. Third, since resources are constrained, managers must determine the type or level of capabilities and open innovation in accordance with supply uncertainty. Since this study has limitations in analyzing survey data, it is necessary to collect secondary data or longitudinal data. It is also necessary to further analyze the internal and external factors that have a significant impact on supply chain performance.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.17 no.5
• /
• pp.67-80
• /
• 2022

This study was conducted to derive policy measures such as fostering and supporting by examining the actual conditions of domestic startups. The subject of this study was the start-ups located in Seongnam-si, where Pangyo Techno Valley, which is the highest-level innovation cluster in Korea and is evaluated as a start-up mecca. Startups were defined as startups under 7 years old based on new technologies such as IT, BT, and CT, and the subjects of the study were selected. This can be seen as a step forward from previous research in that it embodies the concept of a startup that was previously abstract in a quantitatively measurable way. As a result of the analysis, about 94% of startups are distributed in the so-called "Death Valley" growth stage, and startups above scale-up, which means full-scale growth beyond BEP, account for about 6%. appeared to be occupied. He cited the problem of start-up funds as the biggest difficulty in the early stages of startups, and cited the loan evaluation method that prioritizes sales or collateral in raising funds as the biggest problem. In addition, start-ups rated the access to private investment capital such as VC, AC, and angel investors at a low level compared to policy funds, which are public funds. Most startups showed a lot of interest in overseas expansion, and they chose matching overseas investors such as overseas VCs as the biggest support for overseas expansion. The overall competitiveness in the overseas market was 49.6 points, which is less than 50 points out of 100, indicating that the overall competitiveness was somewhat inferior. It was analyzed that public support and investment in overseas sales channels (sales channels, distribution networks, etc.) should be prioritized along with enhancement of technological competitiveness in order for domestic startups to increase their competitiveness in overseas markets as well as in the domestic market.