• 제목/요약/키워드: Client satisfaction management

검색결과 67건 처리시간 0.023초

정부기관의 정치 불신에 관한 실태분석 (Analysis on Political Distrust of Governmental Agencies)

  • 김용철
    • 디지털융복합연구
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    • 제13권9호
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    • pp.21-28
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    • 2015
  • 본 논문에서는 미국, 일본, 한국의 3개국을 중심으로 정치 불신의 실태분석에 그 목적을 두고 있다. 2008년 세계가치관조사에 의하면 3개 국가의 정치불신은 국민의식 수준을 기준으로 할 때 70%를 상회하고 있다. 특히 한국의 경우 우리나라는 미국, 일본과 비교해 볼 때 극단적 불신계층을 보면 의회와 정당에 대해 가장 높은 불신비율을 보이고 있다. 이는 정당과 의회의 미흡한 정치서비스 수준에 대해 국민의 불평행위를 해소할 수 있는 정치 메커니즘을 갖추고 있지 않다는 것을 시사한다. 그래서 결과적으로 정치불평 행태채널은 정치 메카니즘 내부에 더 존재할 수 있도록 만들어져야 할 것이다. 또한 이제까지 한국의 정당들은 사회발전과 국민통합의 역할을 수행하지 못하고 사회에 오히려 부정적 영향을 미쳤던 것이 사실이며 이러한 것도 장래 개선되어야 할 것이다. 이러한 정치불신은 민주주의를 저해하는 가장 큰 요인이므로 이를 개선해 나가기 위한 국민적 합의가 필요하다.

제주특별자치도 사회복지시설종사자의 교육요구 조사 (Survey on Educational Needs for Workers in Social Welfare Facilities in Jeju Special Self-Governing Province)

  • 황성준
    • 한국콘텐츠학회논문지
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    • 제20권1호
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    • pp.271-284
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    • 2020
  • 본 연구의 목적은 제주지역 사회복지시설 종사자들이 업무 수행 과정에서 겪고 있는 요구 중에서 지식, 기술, 태도의 결핍과 관련된 교육요구를 밝히고, 다양한 형태의 교육활동을 전개하기 위한 교육체계의 수립 및 향후 교육과정 설계의 기초 자료를 제시하고자 함이다. 교육요구분석 결과, 사회복지시설 종사자에게 필요한 상위 10개의 교육과정을 살펴보면, 위기(응급)상황 대처기술의 요구가 가장 높았으며 클라이언트에 대한 이해와 실천(특성, 인권, 안전, 건강 등), 사례관리(심화), 상담기법(기본), 사례관리(기본), 상담기법(심화), 사회복지 프로그램 기획과 운영, 민원대응 및 감정노동 관리, 의사소통 능력향상(직원 간, 클라이언트 등), 사업성과(사업 계획, 실행, 관리 및 평가 등) 순으로 나타났다. 또한 제주지역 사회복지시설 종사자들은 직무전문교육의 필요성은 매우 높게 인식하고 있었으나, 도내 직무교육의 다양성과 체계적 훈련과정에 대한 만족도는 매우 낮게 나타났다. 사회복지종사자를 위한 체계적 교육훈련이 이루어지기 위해서는 직무교육의 질적 성장, 직무중심의 교육과정 확대, 전문성 있는 우수한 강사진의 확보 등 다양한 결과들이 도출되었다.

위탁급식전문업체 지적자본 측정도구의 운용시험 평가 (Practical Evaluation of Intellectual Capital (IC) Measurement Tool for Contract Foodservice Management Company)

  • 박문경;양일선
    • Journal of Nutrition and Health
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    • 제38권10호
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    • pp.880-894
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    • 2005
  • The purposes of this study were to a) measure the IC identified of CFMC (contract foodservice management company) ,b) examine IC circumstance of CFMC, c) evaluate practically IC measurement tool of CFMC, and d) present information for selecting an adequate CFMC to clients. The questionnaires of IC measurement were handed out to 108 CFMCs, there composing of main office employees, foodservice managers, customers, and clients of 207 school,38 hospital, and 86 husiness/industry foodservices. The statistical data analysis was completed using SPSS Win (ver 12.0) for descriptive analysis, t-test, Mann-Whitney U test. First, CFMCs had operational experience for an average of 8 years and 8 months, and served an average of 38,540 meals a day. Most of the respondent companies specialized in the school foodservice field and managed an average of 66 clients for the contract period of 2 years and 3 months. Second, the respondent companies had gotten a score of 77.78 points for the total average, 77.7 points in the large enterprise group and 78.1 points in the small and medium-sized enterprise group. Therefore, the minimum number of points for the accrediting license on Qualification is suggested to be over 70 out of a 100 point scale; this study would be serve as reference for the certification license on qualification. On the level of evaluation category, the scores were 14.15 to 20 points on $\ulcorner$finance$\urcorner$, 19.24 to 25 points on $\ulcorner$customer$\urcorner$, 19.33 to 25 points on $\ulcorner$process$\urcorner$, 14.31 to 20 points on $\ulcorner$human resource$\urcorner$, and 8.6 to 10 point on $\ulcorner$renewal and development$\urcorner$ . $\ulcorner$Renewal and development$\urcorner$ and $\ulcorner$customer focus$\urcorner$ received better grades than other evaluation categories. Third, $\ulcorner$Finance$\urcorner$ indicated similar distribution overall. Small and medium-sized companies had lower grades than large companies on 'market ability' of $\ulcorner$customer$\urcorner$ , but, clients of small and medium-sized companies had higher grade for 'client satisfaction' than large companies. Most of the companies supported 'infrastructure support for foodservice operation' of $\ulcorner$process$\urcorner$ by the main office of CFMCs, but, the branch chain offices of CFMCs were not applied efficiently. Large companies made more effort to improve the 'employee ability' of $\ulcorner$human focus$\urcorner$ than small and medium-sized CFMC. The 'research and development cost' of $\ulcorner$renewal and development$\urcorner$ was increased compared to the previous year. In conclusion, if CFMCs were to perform self-evaluation and a routine checkups by utilizing CFMC's IC measuring tool, improvements in CFMC operational capacities as well as foodservice quality can be noted. (Korean J Nutrition 38(10)'880$\sim$894,2005)

복수 공급업체와의 관계구조가 정보기술 아웃소싱 성과에 미치는 영향: 거래비용 이론 관점 (Effect of Relational Structure with Multiple Vendors on IT Outsourcing Performance: Transaction Cost Theory Perspective)

  • 구윤모;이재남;손인수
    • 경영정보학연구
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    • 제18권1호
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    • pp.177-197
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    • 2016
  • 현대 기업에서의 정보기술 아웃소싱(Information Technology Outsourcing: ITO)은 비즈니스 프로세스 및 정보기술의 고도화와 함께 수행영역과 적용기술 등의 다양한 측면에서 진화를 거듭하고 있다. 특히, ITO 프로젝트의 수행과정에서 고객과 공급업체들 간의 관계구조는 과거 단일 공급업체가 주도하는 단순한 형태를 벗어나 기술적 전문성과 관리기법을 겸비한 복수의 공급업체가 참여하는 형태(Multi-vendor Outsourcing: MVO)의 비중이 높아지고 있다. 본 연구에서는 고객과 공급업체간 관계구조가 ITO 수행 시 수반되는 거래비용의 구조와 크기를 변화시킴으로써, 결과적으로 ITO 성과에 영향을 미치게 된다는 전제를 바탕으로, 다음과 같은 질문에 답하고자 한다. 고객과 복수의 공급업체들 간에 맺어지는 관계구조의 형태가 특정 유형의 ITO 성과에 영향을 미치는가? 본 연구는 거래비용 이론(Transaction Cost Theory)을 기반으로, 고객과 공급업체들 간에 맺어지는 관계구조의 유형을 두 가지로 나누어 제시하였다. 아울러, ITO 수행과정에서의 거래비용을 살펴봄으로써 각각의 관계유형에 상대적으로 부합하는 ITO 성과유형을 제시하는 내용을 가설화하였다. 제시된 가설에 관한 검증은 ITO를 수행하는 국내 246개 기업으로부터 수집된 자료를 바탕으로 진행되었다. 분석결과를 통해, 특정 관계 구조 유형은 그에 부합하는 형태의 ITO 성과에 더 많은 영향을 미치고 있는 것을 확인 하였다. 본 연구는 ITO 프로젝트의 수행 과정에서 IT 실무자들이 아웃소싱 공급업체들과의 관계구조를 설정하고 운용하는 데 있어 주요한 참조자료로 활용될 수 있을 것이다.

간호센타 개발을 위한 건강증진 프로그램 요구사정 연구-유방자가검진 프로그램을 중심으로- (A Study on Need Assessment in Health Promotion Programs for Developing Nursing Centers - Breast Self Examination-)

  • 박인혜;강혜영;이정희;류현숙
    • 지역사회간호학회지
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    • 제11권1호
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    • pp.21-36
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    • 2000
  • The purpose of this study was to assess the needs of breast self examination education (BSEE) programs for developing nursing centers. A first, we reviewed the literature of activity and management-related factors of nursing centers: and, second. we used a questionnaire to discover the degree of knowledge, attitude, and practice on breast cancer, as well as an individual's intention to participate BSEE program. 1. Reviewing the literatures of nursing center activities. Nursing centers which were administered by a professional nurse are an ideal site for faculty and student practices. With the use of nursing models of health. professional nurses in nursing centers diagnose and treat human responses to potential and actual health problems and offer holistic, client-centered health service. In nursing centers professional nursing services include health education, health promotion, and health-related research. A nursing center is comprised of the advisory and exacutive commitee; the advisory commitee serves consultants and links community needs to the nursing center, while the director of the exacutive commitee identifies the potential resources to generate funds, support, and facilitate the activities of staffs in a nursing center. Nursing centers mobilize various financal resources for reimbursement of services from college and insurance companies, collect minimum service fees from the client, and further collect fees for providing programs to community groups, this also includes membership fees, and donations. The services provided by nursing centers focus on services related to primary prevention, health maintenance & health promotion, direct nursing care for acute & chronic diseases, and holistic care for actual and potential health problems. The client satisfaction for the services was high. Students also showed positive reponses for their clinical experiences and independent working conditions. 2. The degree of knowledge, attitudes, and practices for breast cancer. and an individual's intention to participate in the BSEE program. The subjects of this study were 308 females in K-city in the Republic of Korea. Data were collected using a self-administered questionnaire. The mean age of the respondents was 35.0 years old. Those who already participated in the BSEE were 64.9%, and those who had support and encouragement to practice BSE from significant others were 25.1 %. Clients intent to participate in the BSEE were 37.0%. The mean score of knowledge(2.4 out of 5 points) and practices(1.8 out of 5 points) for breast cancer were quite low, but the mean score of attitudes was relatively positive04.5 out of 20 point) for breast cancer. Those who already had BSEE showed significantly high scores in knowledge(t=6.48, p<0.01), attitudes (t=10.54, p<0.01). and practices(t=57.07, p<0.001) for breast cancer than those who had not participated in the BSEE. In all age groups no intention to participate in the BSEE was higher than who the intention to participate. These findings suggest some strategies should be developed to increase the awareness of breast cancer's early detection.

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간호개념에 대한 기초조사 (The Empirical Exploration of the Conception on Nursing)

  • 백혜자
    • 대한간호학회지
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    • 제11권1호
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    • pp.65-87
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    • 1981
  • The study is aimed at exploring concept held by clinical nurses of nursing. The data were collected from 225 nurses conviniently selected from the population of nurses working in Kang Won province. Findings include. 1) Nurse's Qualification. The respondents view that specialized knowledge is more important qualification of the nurse. Than warm personality. Specifically, 92.9% of the respondents indicated specialized knowledge as the most important qualification while only 43.1% indicated warm personality. 2) On Nursing Profession. The respondents view that nursing profession as health service oriented rather than independent profession specifically. This suggests that nursing profession is not consistentic present health care delivery system nor support nurses working independently. 3) On Clients of Nursing Care The respondents include patients, family and the community residents in the category of nursing care. Specifically, 92.0% of the respondents view that patient is the client, while only 67.1% of nursing student and 74.7% of herself. This indicates the lack of the nurse's recognition toward their clients. 4) On the Priority of Nursing care. Most of the respondents view the clients physical psychological respects as important component of nursing care but not the spiritual ones. Specially, 96.0% of the respondents indicated the physical respects, 93% psychological ones, while 64.1% indicated the spiritual ones. This means the lack of comprehensive conception on nursing aimension. 5) On Nursing Care. 91.6% of the respondents indicated that nursing care is the activity decreasing pain or helping to recover illness, while only 66.2% indicated earring out the physicians medical orders. 6) On Purpose of Nursing Care. 89.8% of the respondents indicated preventing illness and than 76.6% of them decreasing 1;ai of clients. On the other hand, maintaining health has the lowest selection at the degree of 13.8%. This means the lack of nurses' recognition for maintaining health as the most important point. 7) On Knowledge Needed in Nursing Care. Most of the respondents view that the knowledge faced with the spot of nursing care is needed. Specially, 81.3% of the respondents indicated simple curing method and 75.1%, 73.3%, 71.6% each indicated child nursing, maternal nursing and controlling for the communicable disease. On the other hand, knowledge w hick has been neglected in the specialized courses of nursing education, that is, thinking line among com-w unity members, overcoming style against between stress and personal relation in each home, and administration, management have a low selection at the depree of 48.9%,41.875 and 41.3%. 8) On Nursing Idea. The highest degree of selection is that they know themselves rightly, (The mean score measuring distribution was 4.205/5) In the lowest degree,3.016/5 is that devotion is the essential element of nursing, 2.860/5 the religious problems that human beings can not settle, such as a fatal ones, 2,810/5 the nursing profession is worth trying in one's life. This means that the peculiarly essential ideas on the professional sense of value. 9) On Nursing Services. The mean score measuring distribution for the nursing services showed that the inserting of machine air way is 2.132/5, the technique and knowledge for surviving heart-lung resuscitating is 2.892/s, and the preventing air pollution 3.021/5. Specially, 41.1% of the respondents indicated the lack of the replied ratio. 10) On Nurses' Qualifications. The respondents were selected five items as the most important qualifications. Specially, 17.4% of the respondents indicated specialized knowledge, 15.3% the nurses' health, 10.6% satisfaction for nursing profession, 9.8% the experience need, 9.2% comprehension and cooperation, while warm personality as nursing qualifications have a tendency of being lighted. 11) On the Priority of Nursing Care The respondents were selected three items as the most important component. Most of the respondents view the client's physical, spiritual: economic points as important components of nursing care. They showed each 36.8%, 27.6%, 13.8% while educational ones showed 1.8%. 12) On Purpose of Nursing Care. The respondents were selected four items as the most important purpose. Specially,29.3% of the respondents indicated curing illness for clients, 21.3% preventing illness for client 17.4% decreasing pain, 15.3% surviving. 13) On the Analysis of Important Nursing Care Ranging from 5 point to 25 point, the nurses' qualification are concentrated at the degree of 95.1%. Ranging from 3 point to 25, the priorities of nursing care are concentrated at the degree of 96.4%. Ranging from 4 point to 16, the purpose of nursing care is concentrated at the degree of 84.0%. 14) The Analysis, of General Characteristics and Facts of Nursing Concept. The correlation between the educational high level and nursing care showed significance. (P < 0.0262). The correction between the educational low level and purpose of nursing care showed significance. (P < 0.002) The correlation between nurses' working yeras and the degree of importance for the purpose of nursing care showed significance (P < 0.0155) Specially, the most affirmative answers were showed from two years to four ones. 15) On Nunes' qualification and its Degree of Importance The correlation between nurses' qualification and its degree of importance showed significance. (r = 0.2172, p< 0.001) 0.005) B. General characteristics of the subjects The mean age of the subject was 39 ; with 38.6% with in the age range of 20-29 ; 52.6% were male; 57.9% were Schizophrenia; 35.1% were graduated from high school or high school dropouts; 56.l% were not have any religion; 52.6% were unmarried; 47.4% were first admission; 91.2% were involuntary admission patients. C. Measurement of anxiety variables. 1. Measurement tools of affective anxiety in this study demonstrated high reliability (.854). 2. Measurement tools of somatic anxiety in this study demonstrated high reliability (.920). D. Relationship between the anxiety variables and the general characteristics. 1. Relationship between affective anxiety and general characteristics. 1) The level of female patients were higher than that of the male patient (t = 5.41, p < 0.05). 2) Frequencies of admission were related to affective anxiety, so in the first admission the anxiety level was the highest. (F = 5.50, p < 0.005). 2, Relationship between somatic anxiety and general characteristics. 1) The age range of 30-39 was found to have the highest level of the somatic anxiety. (F = 3.95, p < 0.005). 2) Frequencies of admission were related to the somatic anxiety, so .in first admission the anxiety level was the highest. (F = 9.12, p < 0.005) 0. Analysis of significant anxiety symptoms for nursing intervention. 1. Seven items such as dizziness, mental integration, sweating, restlessness, anxiousness, urinary frequency and insomnia, init. accounted for 96% of the variation within the first 24 hours after admission. 2. Seven items such as fear, paresthesias, restlessness, sweating insomnia, init., tremors and body aches and pains accounted for 84% of the variation on the 10th day after admission.

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핵의학과 Video Display Terminals Syndrome 유해 요인 조사 및 개선에 관한 연구 (The Study on Risk Factors Analysis and Improvement of VDT Syndrome in Nuclear Medicine)

  • 김정수;김승정;이홍재;김진의;김현주;한인임;주영수
    • 핵의학기술
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    • 제14권1호
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    • pp.61-66
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    • 2010
  • VDT는 Video Display Terminals의 약어로 시각 표시 단말기를 뜻한다. 최근 핵의학과에 VDT가 대량 보급되면서 점차적으로 사용자들이 늘어남과 동시에 사용 기간이 급증함에 따라 VDT 증후군에 관심이 높아지고 있다. 본 연구는 서울대학교병원 핵의학과를 대상으로 VDT 유해 요인 평가 도구를 적용하여 그 실태를 조사하고 문제점을 발견하여 향후 개선에 관한 방안을 도출함으로써 VDT 증후군에 관한 의식을 정립하고 궁극적으로 예방하는 데 목적이 있다. 서울대학교병원 핵의학과를 본원 핵의학과, 소아 핵의학과, PET 센터의 3개 파트로 분류하고, 2009년 4월 한 달 동안 현재 근무 중인 방사선사 23명을 대상으로 근무 부서를 직접 방문하여 유해 요인을 평가하였다. 평가에 사용한 도구는 원진 노동환경건강연구소의 "VDT작업에 관한 체크리스트"를 적용하였고 VDT 작업 조건, 업무 책상의 조건, 의자의 조건, 키보드의 조건, 모니터의 조건, 작업 자세, 보건 관리 특성, 기타 작업 환경의 8개 부문, 총 55개 항목을 통하여 현장 조사 및 평가하였으며 이에 대한 분석 결과는 한림대학교 성심병원 산업의학과에서 검증하였다. 서울대학교병원 핵의학과의 VDT 작업 조건은 비교적 양호한 수준이었다. 책상의 경우 최근 도입한 경우에는 인체공학적 설계로 사용자에게 적합하였으나 기존 책상의 15%는 기준치에 미달하였다. 의자의 경우는 기준에 적합하였지만 노후화로 인하여 적정 기능을 상실한 것이 5%였다. 키보드는 98%가 기준에 적합하였고 모니터는 화면의 각도 조절은 모두 가능하였지만 위치 조절이 불가능한 것이 38%로 조사되었다. 작업 자세의 경우 부적절한 자세로 장시간 노출되는 경우가 10%였으며 일부 항목에서 기준에 적합하지 않은 것으로 조사되었다. 보건 관리 측면에서도 개선의 여지가 있는 것으로 나타났다. 또한 조명과 온도, 소음, 환기 등 기타 작업 환경은 일부 항목에서 문제점이 발견되었지만 권고치를 충족하였다. 핵의학과 업무는 과거에 비하여 육체적인 업무는 줄었으나, 장시간 정적인 자세로 고도의 정밀도와 집중력을 요구하게 되었으며 이는 필연적으로 VDT 증후군을 유발하는 계기가 되었다. VDT 증후군은 앞으로도 지속적으로 발생할 가능성이 높으며 개선에 대한 경제적 비용이 상당하다는 점과 다양한 발병 요인을 내재하며 본인도 모르는 사이에 발생한다는 점에서 보다 구체적이며 효율적인 관리 체계가 필요할 것으로 판단된다. 핵의학과의 VDT 증후군은 인체공학적 사무 환경의 개선, 업무 절차(procedure)의 개선과 업무의 효율화, 직원간의 협동작업(teamwork) 그리고 규칙적인 운동, 꾸준한 스트레칭 체조와 같은 사용자 스스로의 노력, 지속적인 관심과 작은 노력으로 충분히 개선될 수 있으며 적극적으로 예방할 수 있을 것으로 사료된다. 이것은 쾌적한 업무 환경속에서 사용자의 육체적, 정신적 상태를 최상으로 이끌고 업무 효율성의 증대와 함께 내부 고객 만족도 상승으로 이어질수 있을 것으로 판단된다.

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