• Journal of Korean Society for Quality Management
• /
• v.50 no.4
• /
• pp.863-876
• /
• 2022

Purpose: The purpose of this study is to propose the product quality satisfaction index based on multiple linear regression using customer reviews. Methods: The proposed framework is composed of four steps. First, we collect online reviews and divide it into insight phrases. The insight phrases are classified using product attribute dictionary and sentiment analysis is conducted. Second, the importance of attributes is calculated in consideration of both regression coefficient and frequency. Third, the positive rate is calculated concerning sentiment analysis result. Therefore, the quality satisfaction index is measured by the weighted sum of importance and positive rate in the last step. Results: We conduct a case study using 2-years(2020, 2021) of Samsung TV reviews to confirm the effectiveness of the proposed methodology. As a result, we found that Picture quality is the most crucial attribute in TV evaluation. The importance of Gaming and content has grown up as the positive rate has also increased. Therefore, the overall satisfaction of TV has increased in 2021 compared to 2020. Conclusion: The result of this study shows that the proposed index reveals the customer's mind efficiently and can be explained by the importance and positive rate of each attribute. By using the proposed index, companies are able to improve and the priority of improvement can be determined.

• International conference on construction engineering and project management
• /
• 2009.05a
• /
• pp.409-416
• /
• 2009

This paper presents a tool called Quality-Cost optimization system (QCOS), which integrates Multi-Objective Genetic Algorithm (MOGA) and Quality Function Deployment (QFD), for tradeoff between quality and cost of the unitized metal curtain-wall unit. A construction owner as the external customer pursues to maximize the quality of the curtain-wall unit. However, the contractor as the internal customer pursues to minimize the cost involved in designing, manufacturing and installing the curtain-wall unit. It is crucial for project manager to find the tradeoff point which satisfies the conflicting interests pursued by the both parties. The system would be beneficial to establish a quality plan satisfying the both parties. Survey questionnaires were administered to the construction owner who has an experience of curtain-wall project, the architects who are the independent assessor, and the contractors who were involved in curtain-wall design and installation. The Customer Requirements (CRs) and their importance weights, the relationship between CRs and Technical Attributes (TAs) consisting of a curtain-wall unit, and the cost ratios of each components consisting curtain-wall unit are obtained from the three groups mentioned previously. The data obtained from the surveys were used as the QFD input to compute the Owner Satisfaction (OS) and Contractor Satisfaction (CS). MOGA is applied to optimize resource allocation under limited budget when multi-objectives, OS and CS, are pursued at the same time. The deterministic multi-objective optimization method using MOGA and QFD is extended to stochastic model to better deal with the uncertainties of QFD input and the variability of QFD output. A case study demonstrates the system and verifies the system conformance.

• Journal of the Korean Dietetic Association
• /
• v.3 no.2
• /
• pp.123-140
• /
• 1997

The purpose of this study were to assess main management components that can lead to successful university foodservice operations. Specifically, it was intended to develop the tool which assesses the service quality, management, to assess the difference between customer importance from and perceptions of service quality, to compare management perceptions of customer importances with actual service delivery, and to identify internal problems which affect service quality with the use of gap model. Three types of questionnaires were developed and implemented for customers, foodservice personals and foodservice manager. Assessment tools were developed based on the literature review, SERVQUAL, GAP model, and the pilot study. Through the validity and reliability test, the questionnaires were revised. Questionnaires were distributed to 900 university students, 207 foodservice personnels, and 54 foodservice manager respectively. 831 university students, 177 foodservice personnels, and 48 foodservice manager were responded with a response rate of 92.3%, 85.5%, and 88.8% respectively. Statistical data analysis was completed using the SPSS programs for descriptive analysis, ANOVA. and SNK test. The results of this study can be summarized as follows : 1. In quality service management components, 31 quality service attributes were categorized and named into primary quality, secondary quality, hygiene, empathy, tangibles, reliability, responsiveness, and price by the factor analysis. 2. Importance mean score of customers was 4.02 out of 5, but perception mean score of customers was 2.55. So there was a relative big gap(1.47) between importance and perception scores, especially in three dimensions of responsiveness, primary quality, and hygiene. 3. It showed that customers' mean scores of perceived service quality by dimensions were the following order : price > reliability > secondary quality > hygiene > tangibles > primary quality > responsiveness > empathy. And the perception mean score of rented(2.59) or contracted(2.58) management was significantly higher than that of self-operated(2.48). 4. Customers' importances mean score which internal customers recognize was 4.23 out of 5, but service delivery mean score was 3.85. So there was a little gap(0.39) between management perceptions of customer importances and actual service delivery. 5. In gap model, SERVQUAL score showed -1.47, Gap 1 positive 0.15, gap 2 negative 0.61, and gap 3 was positive 0.19. 6. The internal problems were as follows : (1) The managers of University foodservice perceived well enough the customers' expectation value but their management competency was lacked in terms of responding customer needs, (2) The foodservice staff perceived service performance more highly than service quality specifications.

• Journal of Information Technology Applications and Management
• /
• v.17 no.1
• /
• pp.141-155
• /
• 2010

We develop an intelligent information system in a multilayer electronic supply chain network. Using the internet for supply chain management (SCM) is a key interest for contemporary managers and researchers. It has been realized that the internet can facilitate SCM by making real time information available and enabling collaboration between trading partners. Here, we propose a multi-agent system to analyze the performance of the elements of a supply network based on the attributes of the information flow. Each layer consists of elements which are differentiated by their performance throughout the supply network. The proposed agents measure and record the performance flow of elements considering their web interactions for a dynamic route selection. A dynamic programming approach is applied to determine the optimal route for a customer in the end-user layer.

• Proceedings of the Korean Society of Precision Engineering Conference
• /
• 2002.05a
• /
• pp.555-560
• /
• 2002

This paper addresses the methodologies for manufacturing systems design. While a number of design methods are used in product or part design, methods for manufacturing systems design are rarely known. Two approaches, simulation and axiomatic design theory, are discussed with respective case examples. The usual purpose of using simulation is to identify the bottleneck of a manufacturing system or to evaluate its performance with the aim of configuring the manufacturing system. The simulation typically proceeds in steps such as problem definition, model building, numerical experimentation, analysis and evaluation. The axiomatic design method transforms customer attributes into functional requirements and repeats mapping processes between functional domain and physical one until a satisfactory level of refinement of the functional requirements and the design parameters is reached. Possible design alternatives are evaluated by applying the independence axiom as well as the information axiom.

• Culinary science and hospitality research
• /
• v.9 no.3
• /
• pp.55-72
• /
• 2003

This study systemized the theories of promotion menu and surveyed the clients using hotel restaurants. This study has a goal of establishing marketing plans of development of the promotion menu by observing the choice attributes of promotion menu. The followings are the results of this study. First, the distinctiveness from the previous food appeared to be very important when selecting the promotion menu. Second, one of the big problems in the hotels is that unreasonable price. Third, most of the people get information on the promotion menu from newspapers and magazines. Fourth, a thorough training of the employees is needed and a high-quality incentive policy needs to be done.

• Proceedings of the KSME Conference
• /
• 2003.04a
• /
• pp.1205-1211
• /
• 2003

Having information is most important at the present age. Internet is main source of obtaining information and mobile telecommunication let people communicate each other without any time and space limitation. Recently, advanced technology in telecommunication makes two-way service possible. So, the mobile internet service combined internet with mobile telecommunication is widely and rapidly promoted. Therefore user can transmit and receive a lot of information without time and space restriction using various application technologies. This paper deals with machinery that makes human do office work conveniently in vehicle using mobile internet service. Namely, it tries to design mobile internet machinery combining of wireless payment, GPS module, mobile internet, and mobile office etc. And that can transmit and receive e-mail or documents etc. This machinery has various objects, and design process has complexity. To reduce trial error and processing complexity, Axiomatic Design Method is used to design the machinery.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2010.04a
• /
• pp.283-290
• /
• 2010

This paper suggest that the derivation of good and practical ideas is important for the successful use of Kano model. Wish List, Bug List and Forced Connection Method as well as Brainstorming were applied to PMP(Portable Multimedia Player) in order to derive customer attributes. Wish List and Bug List are variants of Brainstorming, which are contrary to each other. Forced Connection Method is designed to bring about bisociation which is a typical characteristic of creative thinking.

• Korean Management Science Review
• /
• v.13 no.3
• /
• pp.91-104
• /
• 1996

The basic idea of Quality Function Deployment(QFD) is to deploy the voice of customers into the final product through product planning, part planning, process planning, and manufacturing. In the product planning stage, which is the first stage of product development, customer attributes(CAs) are translated into engineering characteristics(ECs). Then, based on the relationship between CAs and ECs, the target values of ECs are determined. In the previous research, the process of analyzing these relationships is mostly subjective in nature. In this article, we formulate the process of determining the target values of ECs as an optimization model. That is, we first determine the relationship between CAs and ECs as cumulative logit models and construct constraints into which the company strategy as well as the needs of customers can be incorprated. Next, cost functions of ECs are developed, which are summed into an objective function. An algorithm to solve the formulated optimization problem is developed and illustrated with an example.

• Journal of Industrial Technology
• /
• v.25 no.A
• /
• pp.123-131
• /
• 2005

Semantic object model has widely been recognized as an alternative data modeling approach to entity-relationship model for database system design. In this study, we have presented a semantic object model for intermediary type shopping mall consisting of multiple buyers and sellers. Essential processes and information with regard to the customer management, product management, price estimation, product order etc. have been considered for this study. Upon careful examination and analysis of them, a detailed semantic objects and attributes have been drawn and structured into semantic object diagrams. The final objects were converted into an entity-relationship diagram so that intuitive comparison could be made for relational database design. The results in this study may form a conceptual framework for both academic concerns and more complicated system applications.