• Journal of Korea Multimedia Society
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• v.6 no.5
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• pp.909-920
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• 2003

Nowadays, IT for CRM has been growing and developed rapidly. Typical techniques are statistical analysis tools, on-line multidimensional analytical processing (OLAP) tools, and data mining algorithms (such neural networks, decision trees, and association rules). Among customer data, web log data is very important and to use these data efficiently, applying OLAP technology to analyze multi-dimensionally. To make OLAP cube, we have to precalculate multidimensional summary results in order to get fast response. But as the number of dimensions and sparse cells increases, data explosion occurs seriously and the performance of OLAP decreases. In this paper, we presented why the web log data sparsity occurs and then what kinds of sparsity patterns generate in the two and t.he three dimensions for OLAP. Based on this research, we set up the multidimensional data models and query models for benchmark with each sparsity patterns. Finally, we evaluated the performance of three OLAP systems (MS SQL 2000 Analysis Service, Oracle Express and C-MOLAP).

• Journal of Korean Society for Quality Management
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• v.37 no.2
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• pp.1-11
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• 2009

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

• Asia Marketing Journal
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• v.14 no.4
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• pp.143-165
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• 2013

Sales force automation (SFA) technologies are increasingly used to support customer relationship management (CRM) strategies. However, the popular press reports mixed results among companies incorporating SFA technologies and the previous studies have less interested in relationship quality between sales person and customer as an outcome of SFA. Actually the improved quality of the salesperson-customer relationship may be the most important outcome of SFA usage. This outcome is especially meaningful in today's marketplace given the increasing focus placed on customer retention and other customer related performance such as customer lifetime value. Therefore, this study seeks to further examine the impact of SFA usage within two different firms using SFA technologies to examine the impact of SFA usage on both customer relationship quality and sales performance. Additionally, the moderating roles of perceived managerial support and salesperson experience on the outcomes of SFA usage are examined. The results shows that direct effect of SFA usage on performance was not significant but highlight the mediating role of customer relationship quality in the SFA usage - sales performance relationship. Also, this research examines a number of moderating effects of both management supports for SFA and salesperson's sales work experience. The results indicate that management support has a significant direct influence on relationship quality and salesperson performance, but not a significant moderating effect on the relationship between SFA usage and the outcomes (relationship quality and performance). Thus moderating effects were not supported but find significant main effects. First of all, finding of this study suggest that a formula for successful SFA implementation must be one that highlights a SFA usage → relationship quality → sales performance sequence. This means when sales person use SFA they must build relationship with customer first then will return some long term performance. Second, the implications of not considering the introduction of big technology initiatives in terms of fit within the company's culture, strategy, structure, and environment may in many cases be quite noteworthy. Therefore, the launching of a new technology in the firm, such as SFA, may have a nonlinear impact upon overall firm performance, depending on the presence of other complimentary resources and capabilities. Finally the authors offer a number of implications for research and practice, and suggest directions for future SFA research that may further improve our understanding of this increasingly relevant topic.

• International Journal of Internet, Broadcasting and Communication
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• v.8 no.3
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• pp.58-62
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• 2016

Due to the rapidly changing global business environment and global management environment, companies must actively act for competitiveness. By examining the development process of Enterprise Resource Planning (ERP), there is a chance to optimize the organization and find measures to improve the company competitiveness. It seems examining task process, and studying the influence of ERP introduction to management performance by considering whether the excessive maintenance cost or repetitive investment toward ERP is quiet significant. The companies which instituted ERP uses "business process model" provided by "Best Practice" compare own task to choose much efficient method. This allows simultaneous realization of ERP institution and Business Reengineering (BR).

• Asia Marketing Journal
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• v.7 no.3
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• pp.143-159
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• 2005

This paper presents Korean Air's internet marketing strategy. Its vision, missions, and implementation for internet marketing are discussed. The performance and impact of its internet marketing strategies is also examined.

• Journal of KIISE:Software and Applications
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• v.30 no.3_4
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• pp.239-250
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• 2003

Recent recommender system user a method of combining collaborative filtering system and content based filtering system in order to slove the problem of the Sparsity and First-Rater in collaborative filtering system. In this paper, to make up for the prediction accuracy in hybrid Recommender system, the harmonic mean weight(CBCF_harmonic_mean) is used for calculating the user similarity weight. After setting up the threshold as 45 considering the performance of content based filtering, we apply significance weight of n/45 to user similarity weight. To estimate the performance of the proposed method, it if compared with that of combing both the existing collaborative filtering system and the content- based filtering system. As a result, it confirms that the suggested method is efficient at improving the prediction accuracy as solving problems of the exiting collaborative filtering system.

• Information Systems Review
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• v.8 no.2
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• pp.189-209
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• 2006

Business expects that IT investment would maximize the effects, like availability, timeliness, rapidity of information, by practical using of information technology for a strategic goal. However, it is not clear yet that IT investment would increase business productivity and could create profitability in the end-the linkage between IT investment and business KPI(Key Performance Indicator). In this case study(only provides post-evaluation case), we suggested integrated IT ROI(Return On Investment) methodology with a consistent and integrated view, on the base of practical implementation at Korean financial company. Especially, we evaluated connection between IT and business strategy, made business-related IT KPI development methodology, suggested framework for sustainable IT evaluation and management.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.27 no.3
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• pp.30-44
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• 2019

This study utilized the HEXACO model developed by Lee et al. to investigate the effect of personal level personality variables on adaptive performance of new pilots engaged in domestic airlines. As a result of the analysis, it was found out that extroversion had a statistically significant effect on adaptive performance, while openness to experience and conscientiousness did not affect the adaptive performance statistically. In the analysis of interaction between personality variables and demographic variables, there was a statistically significant interaction effect between the origin and extroversion. Second, it was confirmed that the extroversion variable had an influence on the adaptive performance, suggesting that personality variables should be reflected in the selection of new pilots. Third, when the extroversion level was low, the adaptive performance of the civilian was relatively lower than that of the military.

• 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 Korean Society for Aviation and Aeronautics
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• v.25 no.4
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• pp.141-153
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• 2017

Various aviation safety performance and safety oversight programmes including CRM, SMS and USOAP are operated in various sizes, depending on the capacity of each State. Despite such activities, greate and small, aviation incidents and accidents are continuously occurred. In relation to this point, this paper suggests a result of comprehensive literature review for the purpose of building an aviation safety performance theory. This paper will define the concept of aviation safety and following created common perception on aviation safety will, as basic materials, contribute to pursue consistence and systematic aviation safety activities.