• 보건행정학회지
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• 제2권2호
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• pp.112-130
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• 1992

Patient care services are provided to individual patients in response to their health needs produced by illnesses or injuries. The services are often addressed to very serious conditions, and also they constitute the most expensive component of health care services. Therefore, the importance of quality is emphasized, but there are many indications that patient care quality is far from a satisfactory state in most of the countries. Based upon this observation, it is attempted to examine obstacles and approaches to quality improvement in patient care services. In doing so, following Taguchi's(1986) definition of product quality, quality of patient care services is conceived of as better when the less is the sociental loss attributalbe to variability of intended function and harmful side effects they emhibit after being delivered. Some distinguishing features of medical care sector pose difficulties in implementing effective quality improvement programs in patient care services. Nevertheless, newly proposed method of quality management, based on industrial quality management approach, seems to have a great deal of potential to effectively cope with such difficulties. This method, unlike the traditional approach to quality assurance, focuses on total organisational processes, not individuals, as the obproach to quality assurance, focuses on total organizational processes, not individuals, as the objects of quality improvement; variation, not comparison with standards, in quality measurement; and continuous improvement, not removing only bad quality care, as an ideal. Prerequisite to a successful use of any quality mangement method is motivating providers to improve quality. Conceivable approaches for such motivation are self-regulation, external controls and promotion of competition. Since these approaches are not mutually exclusive, they may be employed in an appropriate combination. In Korea, medical care providers are now functioning under the circumstances where they have little reason for making efforts to improve quality of their services. Once these circumstantial conditions are changed to exert pressures on providers to improve quality, the use of adequate quality management method becomes an issue. In this connection, much attention shoould be directed to the newly proposed method described above. In all these efforts for improving quality of patient care services, health insurance would be able to play a pivotal role. Poviders of medical care, buth indiciduals and organizations, are usually very responsive to the measures that affect their financing, and thus health insurance can be a strong instrument for motivationg providers to improve quality. Also, the insurance continuously acquires data on patient care, which could be processed to produce information required to effective quality control.

• 산업경영시스템학회지
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• 제42권3호
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• pp.176-183
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• 2019

The environmental changes in the Korean cosmetic medical service industry in the $21^{st}$ century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, 'Consideration for customer benefits' in empathy category was followed by 'Immediate help' and 'Sincere response' in responsiveness category, and 'Understanding customer needs' in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

• 품질경영학회지
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• 제31권4호
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• pp.176-183
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• 2003

The concept of cost of quality has become important economic measures of quality issues for several decades. Most of the research to date has focused on the problem and solution under static business conditions. However, some researchers have found that prevention cost of COQ is one of the expenses of investment and the payback will be shown by the improvement of product quality. These approaches have considered cost of quality issues based on a time factor. It means that there is a trade­off between prevention/appraisal costs and failure costs. Based on a capital budgeting approach, this research reviews the economics of quality improvement activities and proposes the decision criteria to justify quality improvement activities.

• 품질경영학회지
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• 제22권1호
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• pp.33-53
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• 1994

Recently, from the viewpoint of TQM, the criticism and new approaches toward Japanese TQC have made much progress in Japan. It shows that these new approaches to quality are what are needed these days. In this connection, this paper aims at the study of a reform of Japanese TQC. This paper consists of the following two steps. First, several success factors of TQM in Japanese companies were selected through the study of literature. Second, actual approaches to or recognition of TQM in those companies were examined through the AHP analysis. The results of this paper are as follows: First, quality improvement and cost-down efforts within a factory have been emphasized. On the other hand, the development of strategic quality management is weak. Second, the development of creativity by individual autonomous teamwork is more needed than the development of creativity by group consciousness in companies. Third, the reform of upper-class management must be carried out by powerful leadership of top management.

• 한국의료질향상학회지
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• 제29권2호
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• pp.47-63
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• 2023

Purpose:This study aims to suggest the future direction for applying service design to improve the quality of healthcare as part of hospital service innovation and present implementation plans in Korea, based on a review of quality improvement activities and the current status of service design applications. Methods: Through a literature review, we examined the status of service design introduction and application in the healthcare field, focusing on cases in the US and Europe. The possibility and limitations of service design in the healthcare field were examined through a comparison of oversea and domestic cases. Results: Recently, service design has begun to be applied to the healthcare field worldwide. Service design shows the possibility of an alternative that alleviates and complements the limitations of existing quality improvement activities. It also offers the possibility of creating new organizational improvement and innovation approaches through integration and convergence with existing quality improvement activities and management innovation. Conclusion: To effectively apply service design to hospitals, it is necessary to integrate internal organizations related to service improvement, combine methods, and objectively measure and evaluate performance. To this end, we propose the operation of a nationwide education and training center for quality improvement and service design led by academic society. Service design will provide an opportunity to change the management innovation and organizational culture of hospitals beyond the scope of the current quality improvement, which deals only with micro-subjects of individual hospitals.

• 중소기업융합학회논문지
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• 제1권1호
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• pp.19-28
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• 2011

현시대 및 미래의 제조산업은 대부분 소프트웨어 융합 제품으로 이미 바뀌었거나 계속해서 바뀌고 있어, 소프트웨어가 부품의 의미로 사용되었던 '임베디드 소프트웨어 제품'이라는 용어도 이미 소프트웨어와 하드웨어가 동등한 역할을 하는 '소프트웨어 융합 제품'으로 불리고 있다. 이것은 단지 호칭의 유행이 아니라 제품의 기능적 진화의 대부분이 소프트웨어를 통해 중점적으로 진행되고 있음을 의미하며, 또한 소프트웨어의 품질이 융합 제품의 품질을 좌우하게 되었음을 의미한다. 융합 제품은 특성상 양산과 판매의 성격을 지닌다. 이는 양산된 제품의 소프트웨어 결함은 양산된 제품 수에 비례하여 엄청난 결함 비용을 발생한다는 것이다. 따라서 융합 산업에서 소프트웨어 품질은 기능의 경쟁력이기 이전에 사업의 안정성을 의미한다. 소프트웨어 품질 개선에 대해서는 그 동안 많은 연구와 노력이 있어왔으나, 국내나 아시아의 개발환경 하에서 실질적인 성공사례를 찾아보기는 쉽지가 않다. 아이폰의 충격과 토요타의 리콜 사건 등 많은 융합 산업의 물결 속에서 보다 현실적이고 냉정한 소프트웨어품질 관리 방안이 필요한 때이다. 본 논문에서는 융합 소프트웨어 산업의 태생적 특성을 살펴보고, 동시에 전통적인 소프트웨어 품질 개선 방법들의 현재 소프트웨어 융합산업에서의 적용 한계에 대해 논하여 본다. 그리고 융합 소프트웨어 산업의 특성을 고려한 보다 현실적인 소프트웨어 품질 개선 방안에 대해 소개하고자 한다. 본 논문에서 기술되는 전략은 프로세스 수준보다 개선 활동의 구현상에서의 구체적 전략에 해당한다. 따라서 CMMI혹은 TQM, 6시스마와 같은 품질 혁신활동과 어우러져 사용될 수 있다.

• 한국IT서비스학회지
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• 제6권3호
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• pp.129-139
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• 2007

It is essential to perform the software process improvement activities to reinforce the software quality. Some companies are trying to improve the software process capability by establishing and implementing the software process improvement strategies voluntarily. But, the whole software industry is not active yet in terms of software process improvement. In this paper, we surveyed 'Software Process Capability Level' of software companies, analyzed the strength and weakness of the companies and provided with systematic approaches to improve Software Process capability. So, this paper contributes that software companies vigorously focus on the Software Process Improvement and eventually have the global competitiveness in terms of software quality.

• 간호행정학회지
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• 제18권2호
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• pp.222-233
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• 2012

Purpose: This study was conducted to develop an evaluation framework for QI activity in medical institutions and to analyze QI activity cases by applying the developed evaluation framework. Method: A four-phase process was employed to develop the evaluation framework, and a descriptive survey was used for the QI case study. Data were collected in April, 2010 by examining 157 QI activity cases presented at conferences and published in Journal of Korean Society of Quality Assurance in Health Care over the past three years. Developed QI activity evaluation instruments were used for data collection. Data were analyzed using the SPSS 18.0 for Windows program. Result: A QI Activity Evaluation Framework was developed. This framework consisted of 45 items. The department with the highest level of QI participation was the nursing department. The most frequent QI activity theme was patient safety. QI activity levels in Korean medical institutions are relatively equalized without significant differences according to institution characteristics. Conclusions: From the quality aspect of QI activity, more systematic and scientific approaches are required to upgrade QI activity. This study could provide methodological guidelines for QI activity and be useful in setting goals and directions for QI activity in medical institutions in Korea.

• 한국의료질향상학회지
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• 제21권1호
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• pp.12-31
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• 2015

Objectives : The purpose of this study was to develop the qualification system for training of Quality improvement professionals who work for improving patients' safety and healthcare quality. Methods : Based on the various laws and regulations, and the operational status of other professionals' qualification systems, a basic plan of professional qualification system of QI was drawn. And through meetings with QI experts, the final scheme of the concrete qualification system was developed. Results : For management of professionals's certification or qualification, fairness and reliability are important. To do this, setting the official standard, providing a standardized training program and having appropriate qualification test are required. In order to operate the qualification system strategically, 1) the introduction step, 2) dissemination and expansion step, and 3) fusing step should be considered. As a governing body for QI specialists' qualification, 'QI professionals' qualification Center (tentative)' must have the committee to assure fairness, professionalism, and reliability. In addition, 'QI Experts Certification Department (tentative)" to develop standards for the qualification tests and conduct the tests program,' QI experts Education Department (tentative name)" must be able to operate and maintain the QI training for professional qualifications. QI professional qualification exam must be taken by everyone regardless of age, gender, race, occupation, education, and work experience. The examination should include management, leadership, strategic planning and design, quality management, health care information, patient safety culture. Practical training courses can have three step programs; beginning, intermediate and special level. Conclusion : The QI qualification system need strategic approaches for the experts working for healthcare quality improvement and patient safety. It should include the program of standardized contents and test, and operating protocol of the qualificaton system.

• 기술혁신학회지
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• 제8권1호
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• pp.220-236
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• 2005

In today's R&D environment, as the complexity of IT systems increases and the expected quality level for R&D outcomes enlarges, it has been critical issues for us to effectively define and improve the R&D standard processes tailored for our organization and projects. To meet this needs, we defined the R&D standard processes based on the international standards for systems and software engineering and our existing traditional work methods, and then applied them of our ongoing projects. Now, we are improving our defined R&D standard processes continuously by monitoring of the processes and products and through the feedback of the application results. In this paper, we introduce the R&D standard process model developed by our organization (E research Institute in Korea) and the requirements and approaches used for their development and improvement. We compare our defined R&D standard processes with ISO/IEC 15288 which is the international standards for systems engineering and summarize the lessons learned through their development and improvement.