• Asia Marketing Journal
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• v.15 no.4
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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.

• The Journal of Industrial Distribution & Business
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• v.1 no.1
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• pp.33-41
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• 2010

In the age of globalization, effective and efficient corporate management is becoming more important as domestic and international business circumstances changes. In the middle of endless changes in business circumstances, fast reaction to customers and market, and offering customized goods and service became essential. In this respect, CRM designed to utilize customer information scientifically and systematically, has become an essential system and marketing strategy to enhance corporate competitiveness. CRM has placed the importance of customers in the front of marketing and has focused every process and business minds on customers. Recent change in the market and the trend of establishing and introducing CRM system has lead us to concentrate on the introduction of CRM in the financial institutions. This study searched for several views about CRM in academic and industrial papers. Through theoretical approach on CRM, the background of the introduction of CRM, the purpose of CRM, the characteristic and application of CRM, and the expected effect of CRM will be discussed. This study is focused on financial institutions where CRM is widely used. And through documents about examples of the introduction of CRM, the status of the establishment of domestic CRM and the necessity and trend of CRM will be discussed. Also the problem of CRM in the financial institutions and the improvement of CRM in domestic banks will be analyzed. When discussing CRM in the financial area, customers are the main source of corporate profit and through relationship management with the customers enhancing loyalty and maximizing profit can be obtained. Especially in CRM in financial institutions, maintaining existing customers makes higher profit ratio, so repurchasing and cross selling becomes important for obtaining lifetime value of existing customers who contribute to most of the profit of corporations. As a result, CRM should be completely customer oriented. CRM in financial institutions is not merely marketing work, but organizational competence which is made up of standardized work process through total process integration inside the corporation. Corporations which plan to introduce CRM should analyze the characteristics and conditions of corporations and establish purpose and strategy of CRM. And they need long term view to find out the factors which best fit for the introduction of CRM. To enable this, strategy composed of daily marketing activity and CRM concept is necessary. Also continued improvement through drill and training for operating organization should be followed to maintain CRM well. And corporate culture must settle customer as the center of corporate value. The race for introducing and improving CRM has already begun. CRM should not be regarded as a choice. It should be accepted as something essential. In this reality financial institutions should solve subdivision problem of customers and necessity of customers with the mind of 'customer's profit is my profit'. Customer focused management should not be emphasized only by words. Efforts like viewing from the customer's point must be nurtured to provide methods to help customers. That is, we should not just follow what is done in foreign countries. We should solve the problem of our customers according to the situation of our country, our industry, our corporation. Then we can gain the trust of customers, and the value derived from the customers will become the background of CRM which will lead the corporation to success.

• Journal of the Ergonomics Society of Korea
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• v.30 no.1
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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).

• Journal of Advanced Navigation Technology
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• v.25 no.5
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• pp.344-356
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• 2021

In the field of civil aviation in Korea, inappropriate crew resources management(CRM) constantly occurs between captains and first officers during flight. Therefore, the active role of first officers is emphasized in pilot training for CRM, threat & error management(TEM), safety management system(SMS), fatigue risk management system(FRMS), and training in simulators. Thus, it is urgent for captains to change their transformational leadership to emotional leadership, advantages of which include horizontal interpersonal relationship, open-mindedness, leading by example, considerateness, mutual respect, and using informal language. For the direction to improve 'the cockpit culture' in civil aviation, the key idea of the current thesis paper is the influence of captains' transformational and emotional leadership on the emotions of first officers.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.30 no.2
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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.

• Journal of Digital Convergence
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• v.13 no.11
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• pp.277-289
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• 2015

This study was designed to shed light on the influence of CRM strategies on relationship quality and customer loyalty in Convergence-type Kumdo training clubs. The survey tool used for this research are questionnaires. The lead-time was achieved over a period of 23 days from 7 July 2014 to July 30th. The resulting data were processed by means of frequency analysis, exploratory factor analysis, correlation analysis using SPSS 20.0 program. The findings acquired based on the aforementioned research methods and data analysis are as follows: First, CRM strategies had significant influences on satisfaction. Second, CRM strategies had significant influences on some of belief. Third, CRM strategies had not significant influences on commitment. Fourth, satisfaction and belief had significant influences on attitudinal loyalty and behavioral loyalty. Fifth, Convergence-type CRM strategies had significant influences on attitudinal loyalty and behavioral loyalty.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.28 no.4
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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.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.17 no.2
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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.

• Journal of Advanced Navigation Technology
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• v.24 no.1
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• pp.37-46
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• 2020

Multi-crew pilot license (MPL) is a new pilot licensing concept introduced and operated by ICAO. Mostly, candidates for MPL are educated and drilled with competency-based trainings (CBTs). In this paper, to present education and training measures for the domestic MPL application, ICAO documents and Korea aviation laws for pilot licensing, domestic and foreign airlines' employee requirements, and status of operations related to MPL system are identified. Also feasibility of MPL application in Korea is reviewed by checking approved domestic aviation training institutions' capabilities, airlines' pilot demands, and concerns of airlines and trainees with MPL system. Finally, three education and training measures on MPL application in Korea for the air navigation safety are suggested.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.13 no.2
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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.