• Asia Marketing Journal
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• 제15권4호
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• pp.213-222
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• 2014

MPC is a specialized CRM company providing one-stop service through contact centers and has built a No. 1 "MPC Brand" in the industry. Founded in 1991, MPC has expanded into CRM solutions and services by launching businesses with database marketing. On Dec. 12, 2005, MPC became listed as the first company in the CRM industry on KOSDAQ. Now, MPC reserves 2,932 seats nationwide. MPC provides inbound/outbound services through various channels, such as phone and e-mail, and analyzes operating results in various aspects to improve services and make suggestions. MPC offers specialized training based on analyses of customers' requirements. Also, MPC develops essential solutions for customer consulting and management. In this case, we describe how MPC succeeded in the Korean market and identify its key success factors. Also, we discuss the issues faced by contact centers and suggest solutions.

• 산경연구논집
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• 제1권1호
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• pp.33-41
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• 2010

정보기술의 발달은 CRM분야의 혁신을 가져왔고 많은 기업들은 CRM기술혁신 분야에 투자하여 개별고객가치에 의한 차별화된 고객관리가 가능하게 됨으로써 장기고객의 지속적 확보와 비용절감효과를 얻고자 하였다. 기업들은 경쟁력 확보를 위한 전략적 도구로서 정보기술을 이용한 차별화된 서비스를 제공하지 않으면 고객과의 관계 형성이 어려워 경쟁우위를 달성할 수 없게 되었다. 이러한 측면에서 고객에 대한 맞춤형 재화와 서비스의 제공이 필수적인 것이 되었으며, 기업 내 모든 자원이 전사적으로 통합관리되는 전사적 자원관리(ERP)시스템과 과학적이고 체계적으로 고객정보를 활용할 수 있도록 설계된 고객관계관리(CRM)시스템은 기업의 경쟁력 강화를 위해 반드시 갖추어야 할 시스템이라고 할 수 있다. 본 연구는 한국 금융기관에서 실행되고 있는 CRM의 문제점과 개선방안을 제시하는데 목적을 두고 CRM의 이론적 배경을 살펴보고 현재 금융기관의 CRM 구축상황을 분석하여 개선방안을 제시하였다.

• 대한인간공학회지
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• 제30권1호
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• pp.29-39
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• 2011

Safety management paradigm which against human errors in aviation industry is now changing from the follow-up measures after accident in the past to systematic approach that a forecast the hazards and improve the working system of the group to prevent accidents. As human factors are based on the man's specific psychological traits, it takes much time and efforts to prepare the preventive measures. That's why aviation industry is interested in the accident-prevent measurements against human errors. In this thesis, therefore, we are going to introduce the efforts that aviation organizations have tried and recommend management systems and discuss the suggestive facts. At first, we discussed introduction of HFACS which is the systematic accidents-classification system related to human errors in the aviation organization and countermeasure in the aspects of management, technology/engineering, education training. We described about FOQA, LOSA, CRM/TEM, aviation safety information DB in the aspect of management, and explained safety technologies that prevent human errors or avoid technologically when emergency occurs in the aspect of technology/engineering. In the aspect of education training, we explained the application plan about safety programs(LOFT/Simulator use, CRM/TEM application etc).

• 한국항행학회논문지
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• 제25권5호
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• pp.344-356
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• 2021

현재 국내 민간항공에서는 비행 중 기장과 부기장간에 부적절한 승무원자원관리(CRM; crew resources management)로 인한 문제가 꾸준히 발생하고 있다. 따라서 조종사 교육 시 승무원자원관리(CRM), 위협요소관리(TEM; threat & error management), 안전관리(SMS; safety management system) 및 피로위험관리(FRMS; fatigue risk management system)와 모의조종(SIM; simulator) 훈련 등을 통하여 부기장의 적극적인 역할을 강조하고 있다. 그러므로 이제는 기장의 변혁적 리더십보다는 감성적 리더십의 장점인 수평적 관계유지와 오픈 마인드(open mind), 그리고 솔선수범과 배려심 및 상호존중에 의한 반말 지양 등의 변화가 절실히 요구되고 있다. 따라서 본 논문은 민간항공의 조종실 문화 개선 방안에 대하여 기장의 변혁적 및 감성적 리더십이 부기장의 정서에 미치는 영향으로 논지를 정하고, 그에 따라 세부내용을 구성하였다.

• 한국항공운항학회지
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• 제30권2호
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• pp.61-69
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• 2022

Since the MPL (Multi-Crew Pilot License) Program was introduced in Korea in 2009, there has not been a single pilot licensed under the MPL Program. To successfully implement the MPL Program in Korea, it is necessary for an Approved Training Organization to develop the MPL Flight Instructor Training Program and foster excellent MPL Flight Instructors. However, there are no rules or guidelines regarding the MPL Flight Instructor Training Program in Korea. This study suggests the Training Specification for the MPL Flight Instructor, including the training syllabus, training and assessment methods. The MPL Flight Instructor Training Program should be composed of minimum 14-hour academic and practical training, which includes the concept of Competency-Based Training, CRM, Competency, Behavior Indicator and Assessment. To be qualified for the MPL Flight Instructor, candidates need to successfully complete the course and pass the practical test. In order to maintain the qualification, MPL Flight Instructors should comply to recency and recurrent training requirements.

• 디지털융복합연구
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• 제13권11호
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• pp.277-289
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• 2015

본 연구는 검도장 융복합적 고객관계가 관계품질 및 고객충성도에 미치는 영향을 규명하고자 하는 목적으로 수행되었다. 이러한 연구목적 달성을 위하여 사용된 조사도구는 설문지이다. 소요된 기간은 2014년 7월7일부터 7월 30일 까지 약 23일에 걸쳐 이루어졌다. 사용된 통계 방법은 요인분석, 신뢰도분석, 회귀분석을 사용하였다. 이상과 같은 연구방법을 통해 얻은 결론은 다음과 같다. 검도장 융복합적 고객관계구성요인이 고객신뢰에 정(+)의 영향을 미치는 요인은 고객서비스, 유대형성, 심사지원 등의 3가지 요인으로 나타났고 관계품질의 구성요소인 고객몰입에 영향을 미치는 검도장 융복합적 고객관계구성요인은 심사지원의 한 요인만 정(+)의 영향을 미치는 것으로 나타났다. 그리고 태도적충성과 행동적충성에 정(+)의 영향을 미치는 관계품질은 고객만족과 고객신뢰로 확인되었으며 고객몰입은 부(-)의 영향관계를 나타냈다. 끝으로 검도장 고객관계요인과 행동적, 태도적충성과의 영향관계는 모든 요인에서 정(+)의 영향을 나타냈다. 이에 따라 검도장 경영자는 도장경영의 효율성을 극대화하기 위한 방안으로 융복합적 검도장고객관계의 모든 요인이 고객충성도를 높일 수 있는 프로그램의 개발이 요구된다 할 것이다.

• 한국항공운항학회지
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• 제28권4호
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• pp.69-81
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• 2020

Since airline safety depends significantly on the role of pilot, the importance of airlines' training qualified pilots and investing in the training program grows. This study aims to analyze the determinants of the commercial airline pilot competencies during the transition course. To this purpose, one-year training evaluation results of 215 new airline pilots in the JET transition course of Company K in 2019 are studied with correlation coefficient analysis, factor analysis, ANOVA, and regression analysis. Undergraduate major and Uljin-trained pilots show higher final-stage scores in PROC, AUTO, and CRM. Due to Uljin-trained pilots' higher first-stage scores, their score increase during the course is limited. Uljin-trained pilots' MANUAL scores in the final stage are lower than those of undergraduate major and overseas-trained pilots. Influence of trained location is found greater than English competency, undergraduate GPA, and ground school scores on commercial airline pilot competency evaluation scores during the program. The results will be useful in establishing scenario-based training focusing on different background to apply competency-based training and assessment.

• 한국항공운항학회지
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• 제17권2호
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• pp.62-67
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• 2009

LOSA is a flight safety program that analyses human errors in normal operations. Trained pilot observers monitor the normal flights at the observer seat. LOSA is a proactive non jeopardy data collection tool using threat and error management(TEM) as a framework. With the analysis of crew behaviors through LOSA with The LOSA collaborative(TLC), the airlines can identify the behaviors of the crew during normal operations. The major objective of LOSA is to measure how the crew manage threats, errors and undesired aircraft deviations in the cockpit on day to day operations. The airlines are able to set up effective TEM training with practical six generation Crew recourse management(CRM) with data of error from LOSA instead of theoretical CRM courses. The Airlines can use TEM as an integral part of a Safety Management System(SMS) and uses monitoring and cross-checking skills in the flight operations to manage threats and errors effectively when we know the errors we make in the cockpit on daily operation. The result of LOSA indicates that the error detection rate should be enhanced since around the half of the errors went undetected. The areas which should be focused for enhancing the error detection are monitor, cross-check, the management of workload, automation and taxiway/ runway to manage errors effectively.

• 한국항행학회논문지
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• 제24권1호
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• pp.37-46
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• 2020

부조종사자격증명(MPL)제도는 ICAO에 의해 도입되고 운영되는 새로운 개념의 조종사자격증명제도이다. MPL 훈련생들은 역량기반훈련방식을 통해 교육받는다. 본 논문에서는 MPL 국내 운영을 위한 교육·훈련 방안들을 제시하기 위해 ICAO와 국내 항공종사자(조종사)의 자격관리, 국내외 항공사 취업요건, MPL제도 관련 운영현황 등을 확인했다. 또한 국내 MPL 관련 제도적 여건과 국내 항공전문교육기관 및 항공훈련센터, 항공사의 조종사 수급관련 현황, 제도 운영 관련 항공사·훈련생의 관심사항 등의 확인을 통해 국내에서의 운영 가능성을 살펴보았다. 그리고 국내에서 운영하기 위한 방안을 3가지로 나누어 제시했다.

• 한국항공운항학회지
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• 제13권2호
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• pp.1-13
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• 2005

The objective of the study is to analyze the pilot's behavior such as preference and management technique to the automation of aircraft through Flight Management Attitude Questionnaire(FMAQ) survey. Participants in the survey are grouped in rank and nationality, and attitudes of those groups toward the automation are analyzed. Previous empirical studies have demonstrated large cross-nation differences in attitudes regarding task performance across several work domains including aviation. Analysis of the survey shows that the pilots in Asia region like the automation and its usage more than the pilots in western and Oceania regions. The trust in the automation is higher among glass cockpit pilots than among the conventional aircraft pilots. More foreign pilots than Korean pilots believe that the automation may deteriorate their flight skills. While more Korean pilots than foreign pilots agree that their flight skills can be kept by manual controls. The pilots also feel that the automated cockpits would require more verbal communications between crew members. For improving the automation management skills and the effective automation usage, the Situation Awareness training and Crew Resource Management(CRM) training are strongly suggested.