• 한국정보시스템학회지:정보시스템연구
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• 제20권3호
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• pp.25-40
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• 2011

Small and Medium sized hospitals are exposed to severe managerial environments recently. Around 8.0% of the hospitals are bankrupted every year. The adverse managerial environment does not only come from external factors such as patients' preference for larger hospitals, regulations on the medical charges; more serious problems come from the way the medium and small sized hospitals deal with those exogenous changes including lack of management skills, lack of change management skills, lack of managerial decision support systems, etc. This paper aims to support managers to make decisions regarding the exogenous changes. This paper can be interpreted as an attempt of a merge of the two techniques; BSC and system dynamics. Starting with a BSC system, the development of a system dynamics model can take advantages of the BSC information.

• 한국정밀공학회:학술대회논문집
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• 한국정밀공학회 2010년도 추계학술대회 논문집
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• pp.483-484
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• 2010

• Journal of Information Technology Applications and Management
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• 제21권2호
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• pp.81-98
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• 2014

Recently, due to external environment like the changes in health policy and various healthcare accreditations, along with hospital's internal efforts to improve the quality of medical services, demands for the development of medical information systems are increasing. Some examples are clinical information like DUR (Drug Utilization Review), CVR (Critical Value Report), and automatic benefit processing by treatment purposes, or hospital DSS (Decision Support System) on overall medical practice. Such systems act as a guide in making clinic judgments during practice or in other medical practice, and their effects on the medical treatment improvements are being proven by previous studies. In the reality of increasing attention in the effects of medical treatment improvement, studies related to hospital DDS were mostly focused on clinical, technical, and engineering points of view, and studies focusing on the user viewpoint are very limited. In order to verify the effects of DSS on practice improvements and hospital's management performance, this study used a research model constructed to verify how SERVQUAL of hospital DSS affects hospital management performance in BSC (Balanced Score Card) point of view. To empirically verify the research model, a questionnaire was conducted on the basis of "K-University Hospital's DSS" on clinicians and hospital employees related to system development, and the relationships between the factors were analyzed through path analysis. As a result of path analysis, excluding reactivity, tangibility, confidence, reliability, empathy among service qualities, had partially significant effects on management performance factors (learning and growth, internal process, financial affairs). This study is to prepare the theoretical ground on the management performance analysis of hospital DSS, and suggest the service quality of the system that should be considered in the planning and development stages for improved system.

• 한국융합학회논문지
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• 제10권1호
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• pp.187-195
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• 2019

현대 기업에 있어서 기업 내외부에 발생하는 상호작용에 대한 객관적이며 계량화된 성과측정 방법론에 중요성이 강조되고 있다. 이러한 현상의 원인은 기업에 대한 객관적인 평가를 통한 기업의 현재가치와 현재의 에너지 상태를 가늠하여 미래 지향적인 전략의 수립과 실천의 중요성이 있기 때문이다. 이에 따라 최근 들어 부각되고 있는 객관적 성과측정 방법론인 BSC(Balance Scorecard)를 사용한 성과지표로써의 KPI 선정이 매우 중요시되고 있다. 기존 KPI에 대한 많은 연구들이 여러 산업 군에서 이루어져 있지만, SI 기업에 대한 KPI 연구는 미비한 실정이었다. 본 연구에서는 SI 기업에 적용될 수 있는 KPI를 발굴하는데 초점을 맞추고 있다. SI 기업들의 일반적인 전략에 따른 KPI 설계체계에 대한 연구와 조직군별 평가지표 개발에 따른 방법론과 평가지표개발에 대한 연구를 진행 하였으며, 아울러 각각의 평가지표에 따른 가중치 적용 방법론을 제시하였다.

• 한국전자거래학회지
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• 제15권3호
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• pp.25-44
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• 2010

도시공간에 구현되는 새로운 미래도시 상으로서 유비쿼터스 서비스, 인프라, 기반기술 및 도시 관리 차원이 총체적으로 융합된 U-City는 범국가적 비즈니스 모델로 정부와 개별 지방자치단체에 의해 추진되고 있다. 하지만 정부 및 개별 지방자치단체가 추진한 U-City를 평가하고 그 파급효과를 측정할 명확한 체계가 구축되고 있지 못한 실정이다. U-City의 효율적이고 체계적인 성과측정은 U-City 비전 및 정책 목표의 달성을 지원하며, 성과기반의 예산 편성 및 자원의 효율적 관리를 지원할 것이다. 본 연구에서는 U-City 운영에 관한 사업의 성과를 평가하기 위한 객관적이고 종합적인 성과측정체계를 개발하고자 하였다. 문헌연구와 전문가 인터뷰를 이용한 탐색적 연구를 통하여 U-City 서비스, 인프라, 기술, 관리 등의 성과측정 영역 및 각 영역별 핵심성공요소(CSF)와 핵심성과지표(KPI)를 도출하였다. 전문가 인터뷰를 통해 지표 분류 체계와 내용에 대한 타당성을 검증하였고 AHP 기법을 이용하여 지표간의 전략적 실행우선순위를 위한 가중치를 도출하였다. 이를 이용하여 'U-City성과 전략맵 도출' 단계에서는 성과측정 영역 및 핵심성공요소를 대상으로 해당 U-City의비전 및 목표를 성취하는데 최단경로를 제시할 수 있는 인과관계를 도식화 하게 된다. 향후 도출된 U-City 성과측정체계를 실제 U-City에 적용시켜 검증함으로써 완성도를 높여 나감 은 물론, 유용성을 가시화할 수 있겠다.

• Asia pacific journal of information systems
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• 제23권2호
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• pp.21-39
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• 2013

As the utilization of information technology and the turbulence of technological change increase in organizations, the adoption of IT outsourcing also grows to manage IT resource more effectively and efficiently. In this new way of IT management technique, service level management(SLM) process becomes critical to derive success from the outsourcing in the view of end users in organization. Even though much of the research on service level management or agreement have been done during last decades, the performance of the service level management process have not been evaluated in terms of final objectives of the management efforts or success from the view of end-users. This study explores the relationship between SLM maturity and IT outsourcing success from the users' point of view by a analytical case study in four client organizations under an IT outsourcing vendor, which is a member company of a major Korean conglomerate. For setting up a model for the analysis, previous researches on service level management process maturity and information systems success are reviewed. In particular, information systems success from users' point of view are reviewed based the DeLone and McLean's study, which is argued and accepted as a comprehensively tested model of information systems success currently. The model proposed in this study argues that SLM process maturity influences information systems success, which is evaluated in terms of information quality, systems quality, service quality, and net effect proposed by DeLone and McLean. SLM process maturity can be measured in planning process, implementation process and operation and evaluation process. Instruments for measuring the factors in the proposed constructs of information systems success and SL management process maturity were collected from previous researches and evaluated for securing reliability and validity, utilizing appropriate statistical methods and pilot tests before exploring the case study. Four cases from four different companies under one vendor company were utilized for the analysis. All of the cases had been contracted in SLA(Service Level Agreement) and had implemented ITIL(IT Infrastructure Library), Six Sigma and BSC(Balanced Scored Card) methods since last several years, which means that all the client organizations pursued concerted efforts to acquire quality services from IT outsourcing from the organization and users' point of view. For comparing the differences among the four organizations in IT out-sourcing sucess, T-test and non-parametric analysis have been applied on the data set collected from the organization using survey instruments. The process maturities of planning and implementation phases of SLM are found not to influence on any dimensions of information systems success from users' point of view. It was found that the SLM maturity in the phase of operations and evaluation could influence systems quality only from users' view. This result seems to be quite against the arguments in IT outsourcing practices in the fields, which emphasize usually the importance of planning and implementation processes upfront in IT outsourcing projects. According to after-the-fact observation by an expert in an organization participating in the study, their needs and motivations for outsourcing contracts had been quite familiar already to the vendors as long-term partners under a same conglomerate, so that the maturity in the phases of planning and implementation seems not to be differentiating factors for the success of IT outsourcing. This study will be the foundation for the future research in the area of IT outsourcing management and success, in particular in the service level management. And also, it could guide managers in practice in IT outsourcing management to focus on service level management process in operation and evaluation stage especially for long-term outsourcing contracts under very unique context like Korean IT outsourcing projects. This study has some limitations in generalization because the sample size is small and the context itself is confined in an unique environment. For future exploration, survey based research could be designed and implemented.