• Journal of Korea Society of Industrial Information Systems
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• v.12 no.5
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• pp.163-172
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• 2007

ESC has been used as a tool for evaluating overall performance of firms. ESC focuses mainly on building a balanced viewpoint comprising perspectives and their metrics. It is, therefore, difficult to value overall strategic achievements of a company derived by consolidating various perspectives and metrics. Because of the absence of a method for consolidating ESC metrics and computing total score based on these metrics, it is difficult to evaluate whole strategic performance and find core obstacle parts of performance. In this paper, we suggest a method of normalizing a numerical value of metrics with different units, and calculating the total score of ESC metrics. We conduct a case study of evaluating the effectiveness of CRM to illustrate the applicability and feasibility of the suggested method.

• Proceedings of the Korean Statistical Society Conference
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• 2004.11a
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• pp.171-174
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• 2004

기업들이 심화된 경쟁체제 속에서 고객에 대한 보다 심층적인 이해를 필요로 하고 정보기술의 발달로 각 요소활동내용의 데이터화가 가능해짐에 따라 CRM으로 대변되는 고객 정보의 전략적 활용이 매우 중요하게 되었다. 이를 위해 기업은 고객에 대한 이해를 바탕으로 고객관리 및 마케팅을 수행하기 위한 필수적인 도구인 고객세분화를 수행하고 있다. 본 연구에서는 신용카드고객의 카드사용행태에 근거하여 서로 유사한 사용행태를 보이는 고객군으로 세분화하는 과정을 소개한다. 고객이 실제로 카드를 사용하면서 발생시킨 거래정보에만 의존하여 고객세분화를 수행하였으며 이는 마케팅의 관점에서 상당히 의미 있는 내용이라 볼 수 있다. 고객세분화를 위하여 데이터마이닝기법인 k-평균군집방법과 최장연결법에 의한 계보적 군집방법을 활용하였다

• Journal of Internet Computing and Services
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• v.22 no.2
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• pp.69-75
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• 2021

In a contact-free society, online services are becoming more important than classic offline services. At the same time, the role of a contact center, which executes customer relation management (CRM), is increasingly essential. For supporting the CRM tasks and their effectiveness, techniques of process automation need to be applied. Quality assurance (QA) is one of the time and resource consuming, and typical processes that are suitable for automation. In this paper, a method of automatic quality evaluation for voice based consultations is proposed. Firstly, the speech in consultations is transformed into a text by speech recognition. Then quantitative evaluation based on the QA metrics, including checking the elements in opening and closing mention, the existence of asking the mandatory information, the attitude of listening and speaking, is executed. 92.7% of the automated evaluations are the same to the result done by human experts. It was found that the non matching cases of the automated evaluations were mainly caused from the mistranslated Speech-to-Text (STT) result. With the confidence of STT result, this proposed method can be employed for enhancing the efficiency of QA process in contact centers.

• Analytical Science and Technology
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• v.24 no.6
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• pp.503-509
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• 2011

Specific surface area is becoming a very important factor when newly developed advanced nano-materials are evaluated. But there have been many differences in results when measuring specific surface areas, depending on the measuring equipments and analysis method. To verify the reliability of the specific surface area measurement device supplied within the country, Round Robin Test (RRT) has been done at 21 affiliated research institutes. As a result, it was found that several institute had problems in measuring of gas adsorption amount in measuring equipment, and this proved the need for certified reference material (CRM). Furthermore, it was also found that the results from BET analysis is easily swayed by the analyst's subjectivism, and the calculated results may differ up to 16% in case of CRM I depending on the selection range of BET analysis. So this showed that a standard guideline for BET constant C value and fitting correlation coefficient R is needed, to properly select range in BET analysis. The experience in RRT, distribution of CRM, and standardized procedure would result in improved reliability in industrial processes, and thus, would contribute to the quality management, the productivity improvement, the safety evaluation, and the new material development.

• Proceedings of the Korea Information Processing Society Conference
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• 2003.11b
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• pp.717-720
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• 2003

비즈니스 지식은 기업 업무 수행에 필요한 제반 지식들을 포괄적으로 의미하는 것으로 업무수칙, 수행방안 규정 등을 포함하며, ERP CRM 등 기업 응용 시스템 내의 프로그램 코드 내에 혼재되어 구축되어 왔다. 이러한 기업 응용 시스템은 급변하는 경영환경에 따라 비즈니스 지식의 변화로 잦은 수정 등 유지보수의 어려움과 개발에 많은 시간이 소요된다. 규칙관리 시스템은 기업 어플리케이션에 혼재 되어 있는 비즈니스 지식을 규칙의 형태로 분리하여 개발시간의 단축 및 유지보수의 용이성 등 전체적인 시스템의 품질 향상을 가능하게 한다. 본 논문에서는 비즈니스 지식의 규칙 표현과, 이를 이용한 규칙관리 시스템 설계 및 구현 방안을 제시한다.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2005.10a
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• pp.257-263
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• 2005

초기에 하나의 상품 카테고리만을 다루던 전자상거래 사이트들이 브랜드 확립 후에 다른 상품 카테고리까지 확대해 나가는 모습을 많이 보아왔다. 고객이 아직 방문하지 않은 신규 상품 카테고리의 상품에 대하여 기존 상품 카테고리에서 만들어진 사용자 프로파일을 활용하여 개인화된 추천을 할 수 있다면, 고객이 다양한 상품 카테고리를 방문하도록 유도할 수 있을 것이다. 하지만 일반적으로 전자상거래 사이트에서는 상품 카테고리별로 사용자의 선호도를 파악하여 개인화된 추천을 수행하기 때문에, 해당 카테고리 내 상품의 구매나 방문 기록이 없다면 개인화된 추천을 수행하기가 어렵다 . 본 논문에서는 협업 필터링을 통해 신규 상품카테고리 내의 상품을 추천하기 어려운 고객들을 대상으로 기존의 사용자 선호도 데이터를 활용하여 신규 상품 카테고리 내의 상품을 추천하는 방안의 타당성을 살펴보도록 한다. 즉, 기존 사용자의 특정상품 카테고리 선호도 데이터를 통해 사용자간 유산도를 계산하고, 이를 추천하려는 타 상품 카테고리 내의 상품들에 대한 예측 선호도 계산에 활용 타당성을 살펴본다. 이를 실증적으로 검토하기 위해서, Yes24 사이트의 서적, 음반, DVD 3개의카테고리 내의 상품을 방문한 웹 패널 데이터를 이용하여 타당성 분석을 수행하였다. 분석 결과, 동일 상품 카테고리 내의 선호도 정보를 가지고 현업 필터링을 수행하는 것보다는 추천 성과가 낮았지만 활용할만한 추천 성과를 보였으며, 활용하는 상품 카테고리와 예측하는 상품 카테고리별로 추천성과가 상이했다.

• The Korean Journal of Nuclear Medicine Technology
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• v.15 no.2
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• pp.116-124
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• 2011

Purpose: To establish accurate external quality assurance (EQA) test, cross institutional and modality tests were performed using WHO certificated reference material (CRM) and same pooled patients serum. Materials and Methods: Accuracy and precision were evaluated using CRM and pooled patients' serum for AFP, CEA, PSA, CA 125, CA 19-9, T3, T4, Tg, TSH. To evaluate the accuracy and precision, recover test and coefficient variation were measured. RIA test were performed in major 5 RIA laboratory and EIA (CLIA) test were done in 5 major EIA laboratory. same sample of CRM and pooled serum were delivered to each laboratory. Results: In 2009, mean precision of total tumor marker of RIA was $14.8{\pm}4.2%$ and that of EIA(CLIA) was $19.2{\pm}6.9%$. In 2010, mean precision of 5 tumor marker and T3, T4, Tg, TSH was $13.8{\pm}6.1%$ in RIA and $15.5{\pm}7.7%$ in EIA (CLIA). There was no significant difference between RIA and EIA. In RIA, the coefficient variations (CV) of AFP, CEA, PSA, CA 125, T3, T4, TSH were within 20%. The CV of CA 19-9 was over 20% but there was no significant difference with EIA (CLIA) (p=0.345). In recovery test using CRM, AFP, PSA, T4, TSH showed 92~103% of recovery in RIA. In recovery test using commercial material, CEA, CA 125, CA 19-9 showed relatively lower recovery than CRM but there was no significant difference between RIA and EIA (CLIA). Conclusion: By evaluating the precision and accuracy of each test, EQA test could more accurately measured the quality of each test and performance of laboratory.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.14 no.3
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• pp.767-773
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• 2010

RFID and Kiosk has been acquiring the essential position not only for providing simple information but also as the tool for establishing Ubiquitous based society. Especially it can be said that the time for developing various Kiosks as important methods to conducting marketing and service through the differentiation and easiness on dealing information has come. Considering the present requirement, 'U-Commerce System' has been designed and developed. In the system, the RFID reader installed in 'U-Shop Kiosk System' recognizes the RFID tag on situated the specific products and detail product information and related multimedia advertisement are provided. Moreover, when the customers have the needs to purchase concerned products on the spot, they can pay and order by using credit cards. By employing the system, the amount of stock and delivery condition can be monitored in real time and the gathered information in DB can be used for dealing with stock related matters. In addition, a system can be developed to monitor and manage the remote shops in real time base. Furthermore, to overcome the limit of simple unmanned ubiquitous style Kiosk, the possibility of developing an expansion model of ubiquitous style CRM Kiosk has been suggested.

• CRM연구
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• v.4 no.1
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• pp.55-68
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• 2011

Recently with the development of Web services by utilizing a variety of web content, the studies on user experience and personalization based on web usage has attracted much attention. Majority of personalized analysis are have been carried out based on existing data, primarily using the database and statistical models. These approaches are difficult to reflect in a timely mannerm, and are limited to reflect the true behavioral characteristics because the data itself was just a result of customers' behaviors. However, recent studies and commercial products on web analytics try to track and analyze all of the actions from landing to exit to provide personalized service. In this study, by analyzing the customer's click-stream behaviors, we define U-Score(Usage Score), P-Score (Preference Score), M-Score(Mania Score) to indicate variety of customer preferences. With the devised three indicators, we can identify the customer's preferences more precisely, provide in-depth customer reports and customer relationship management, and utilize personalized recommender services.

• CRM연구
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• v.1 no.1
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• pp.49-69
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• 2006

Previous studies, Technology Acceptance Model (TAM) and Post Acceptance Model (PAM) have a little limitation in time series analysis. To solve this limitation, we used system dynamics as research methodology and designed simulation model based on TAM and PAM. Moreover, we designed new simulation model which can analyize time series data in customers' demand change from initial acceptance to post acceptance. This study targeted domestic mobile phone market. The simulation results showed that diffusion graph was similar to real data. That means we validated our simulation model. Since the simulation model offers the graph of customer's demand change by time, so it can be useful as a leaning tool. Therefore, we think this study helps IT companies use the model for forecasting of market demand.