• The Journal of Information Systems
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• v.20 no.3
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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.

• Proceedings of the Korean Society of Precision Engineering Conference
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• 2010.11a
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• pp.483-484
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• 2010

• Journal of Information Technology Applications and Management
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• v.21 no.2
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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.

• Journal of the Korea Convergence Society
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• v.10 no.1
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• pp.187-195
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• 2019

There is a growing emphasis on objective and quantified performance measurement methodologies for the interactions that occur within modern companies. This is due to the importance of establishing and practicing future-oriented strategies by estimating the present value of the company and the current energy status through objective evaluation of the company. Therefore, the selection of KPI as a performance index using BSC (Balance Scorecard), which is a recent objective performance measurement methodology, has become very important. Although many studies on existing KPIs have been made in various industries, KPI studies on SI companies have been insufficient. This study focuses on finding KPIs applicable to SI companies. The study on the KPI design system according to general strategy of SI companies and the development of methodology and evaluation index according to index development for each group were carried out and the weighting methodology according to each evaluation index was presented.

• The Journal of Society for e-Business Studies
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• v.15 no.3
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• pp.25-44
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• 2010

In recent years, Ubiquitous City (u-City), the integrated and convergence of ubiquitous services, infrastructure, technologies and city management of the new future development city, is being initiated by the Korean government and local authorities as their new national growth engine. However, a performance measurement system for evaluating and monitoring the impacts of U-City implementation is yet to be established. This paper aims to develop an integrated performance management system (PMS) and extensively used as a tool for managing performance activities to support the visions and goals of the u-City operations. Based on current reviews on the literature and interviews with experts drew Critical Success Factors (CSF) and Key Performance Indicators (KPI) by four different measurement domains including U-City services, infrastructure, technologies, management and developed into an integrated performance measurement system based on the Balanced Scored Card (BSC) perspective. The system also provides number of examples of 'u-City Strategy Map' which illustrates a causal relationship between CSFs to execute u-City visions and goals.

• Asia pacific journal of information systems
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• v.23 no.2
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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.