• Journal of Korea Society of Industrial Information Systems
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• v.25 no.4
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• pp.49-63
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• 2020

Municipal governments today are facing increasingly complex issues while resources continue to be constraint but the service quality expectation from citizen is more demanding. They must develop and implement tools that help manage operations more efficiently. While Lean Six Sigma principle and tools have been widely applied to profit organizations, the extant literature has not provided many cases of such application to local governments. This research presents a case study of applying Lean Six Sigma approaches and tools to a municipal government of a small town in USA to improve process efficiency, quality performance, and citizen satisfaction. In this case study, DMAIC (Define, Measure, Analyze, Implement, and Control) is used as a tool to define current issues, develop, and measure performance metrics, and recommend action plans. The result of this case study shows that applying the principles and tools of Lean Six Sigma provides an excellent way to improve the process efficiency and quality of providing public work services at a local government.

• Information Systems Review
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• v.22 no.2
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• pp.53-76
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• 2020

This article is an exploratory empirical study on the introduction of the Electronic Shelf Labels (ESL) system, which is spreading to offline stores as a new price information system for retail stores in Korea. In order to conduct this study, eight measurement items were derived from the IT-BSC perspective as performance factors, and the AHP technique was used as a method for relative evaluation of priorities among the items. The survey, which was conducted for about 1 year and 6 months, examined changes in store employees' perceptions of performance factors before and after the introduction of the ESL system. The results showed that there were differences in high priority items between before and after introduction. This study suggests academic implications in that the AHP technique is used to measure the change in the perception of post-performance and expectation factors for products and services, and this study also suggests practical implications by raising the need for continuous improvement of products and services for customer value propositions that change with the maturity of the experience.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.10
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• pp.1491-1497
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• 2006

The purpose of this study was to analyze the relationship among inpatients' perceptions of foodservice quality, satisfaction and revisit intention. Questionnaires were hand-delivered to 350 inpatients and a total of 230 questionnaires were usable (response rate 65.7%), Statistical data analysis was completed using the SPSS Win 11.0 for descriptive analysis, independent t-test, $x^2$ test and k-means cluster analysis. The results of this study can be summarized as follows: The average score of overall importance of meal service in medical service was 4.25 out of 5.0, yet the score of overall quality of meal service and value had lower than importance score. A helpfulness to medical treatment (3.48), bringing customer happiness (3.18), overall satisfaction for foodservice (3.66), satisfaction based on expectation before discharge (3.53) and offering foodservice apt to hospital reputation (3.40) were measured as expressions of satisfaction. As a result of clustering analysis, two clusters were classified and named as affirmative opinion group and negative one. Expectation for four factors of foodservice quality between two groups had no significance. But affirmative opinion group had significantly higher score than negative one in perception and satisfaction. Affirmative customers' intention to revisit in the near future was evaluated as high in both considering general medical service (4.04) and reflecting meal service level (3.84).

• CRM연구
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• v.4 no.1
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• pp.1-18
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• 2011

The consumer's expectation of companies' social responsibilities has been continuously getting higher as the consumerism has been matured. So, the company has faced the shift to move forward to the positive social activity such as charity, donation, and sponsorship. In addition, the company which does make a success needs to reach goals not only to maximize profits but also to make justices of social and cultural boundaries. Thus, success of an enterprise aims at the maximization of profits as the economic objective and the creation of competitive, powerful brands. Accordingly, as enterprises consider social responsibility as the concept of effective investment to enhance the asset value of corporation, they seek to extend their brands in order to pursue cause-related marketing, which accomplishes and complements two objectives each other the performance of social responsibility and the pursuit of powerful brand assets. In Korea, there are traditional ritual ceremonies such as ceremonies of coming-of-age, marriage, funeral, and ancestor worship and they consider those ceremony occasions as very important. Moreover, social positional grade of rank like the two upper classes of old Korea made people pretend to be noble and sensitive to other people around themselves. This old custom could influence Korean people's way of life, especially, consumer-action. This deep rooted custom also could influence consumption life considerably. Through this study, we can understand the consumer behaviors of Korean who consider ritual ceremonies and saving face as essential and are influenced by this culture. on another hand, we intend to check the effects on buying luxury brands.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8800-8811
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• 2015

When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.

• Journal of Information Management
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• v.33 no.1
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• pp.31-47
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• 2002

The main purpose of this research is to look into not only how users evaluate two major databases(BIST and SATURN) of the scientific and technical literature in Korea, but also what users expect from scientific and technical information services in general. The result of the user evaluation shows that there is a very little difference between two databases in database quality. It was found that BIST is better than SATURN in terms of accuracy, customer support, searching capability, and currency, whereas SATURN is preferred to BIST for completeness and the average number of retrieved items. User expectation for scientific and technical information is also investigated by surveying its user community. Among three user groups, there is notable disagreement in language uses to search non-korean literature. Each group also shows different demands for translation of original literature. This study attempted to evaluate the quality of the scientific and technical information (BIST and SATURN) and simultaneously to investigate users demands in general. By doing so, the specificity implied in quality evaluation of specific information services as well as the generalization of the users behaviors in scientific and technical community were accommodated in this study.

• The Journal of the Korea Contents Association
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• v.10 no.10
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• pp.267-273
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• 2010

The present study examined factors for current conditions of dental office manager in Korean dental clinic. 108 randomly selected members of Korean dental office manager responded to a questionnaire. A survey was conducted for a month from 1, June 2008, and the chi-square test and ANOVA were used in the statistical analysis. The findings of the study were as follows: The number of members depending on the type of occupation dental hospital was the highest number of members, members of the dental hygienist at the dental hospital number significantly higher. The career of dental office manager followed by 1-5 year in dental hospital, 5-10 year in dental network, 1-5 year in dental clinic accounting for 48%, 52.9%, 69.4%. The difficulty during duty performance are high expectation of owner in dental hospital, learning of dental office manager duty in dental clinic. The duty of dental office manager followed by customer service, appointment scheduling, telephone etiquette, treatment plan. Henceforth, it needs to standardize the Korean name of dental office manager and duty. Also, it have to an official certification system.

• Journal of Digital Contents Society
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• v.9 no.4
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• pp.661-667
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• 2008

The dynamics of business cycles has been changed by the macroscopic economic forces because of the introduction of new technical know-how each year. These the dynamics of business has a significant influence on the investment of enterprise in the information communication field. Today, the most important goal of the IT investment is simply not to lower the production cost any more, but to improve the usefulness for the customers and partners in order to obtain the optimized mass products. Therefore, the enterprises have been concentrating their all abilities on the automation, integration, and optimization of business process using BPM. In addition, they are concentrating their efforts on the business expansion by approaching the technical aspect using RFID application system. However, in order to accomplish a successful enterprise ability, the technical view, business process view, and organization view must be considered together. We suggested the method considering organization view, via the technical element, i.e., RFID system for approaching the business process. Furthermore, we tried the optimization of assignment using Context Analysis methodology and proposed the method to reduce the element with respect to the time, human, and expense by applying the Case Study method that minimizes the iteration times through the transmitted processing procedure and type. The proposed method gave us the expectation that it will bring out the innovative improvement with respect to the time, expense, quality, and customer's satisfaction in the process from the analysis of business process to the analysis and design of system.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.4
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• pp.56-64
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• 2020

Service quality research is being conducted actively to improve customer satisfaction in various fields, but no research has been done on the service quality of small arms in the national defense. To enhance the user satisfaction and quality of small arms, this study aimed to derive the main quality attributes, measure the current level of satisfaction, and explore the elements requiring improvement. For this, a questionnaire survey based on the Kano model and SERVQUAL model was conducted on the identified service quality factors through discussions of experts involved in the production, quality assurance, and operation. All service quality factors were classified as one-dimensional elements, and an analysis of the Kano-SERVQUAL integrated approach showed that the user's expectation and dissatisfaction coefficient had a strong positive correlation with a 1% significance level, and user's perception value and satisfaction coefficient had a negative correlation with the 1% significance level. Using the Kano-SERVQUAL integrated approach, the priority service quality attributes for small arms requiring improvement among the many areas of service quality could be identified. Overall, it is expected that service-quality-level measurements can be used to improve the quality level of munitions as well as user satisfaction.

• The Korean Journal of Health Service Management
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• v.2 no.1
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• pp.137-154
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• 2008

The increase of the supply of medical service and the increase of hospitals have intensified the competition of hospitals, and the advancement towards internationalization in the opening of medical industry has triggered the infinite competition of medical profession. In addition, the high expectation of customers and quality improvement in the medical care in accordance with the improvement of overall income, and the change of active role of medical consumers according to the popularization and the improvement of rights awareness reflect the customer needs and choice in the medical service. Customers wanted to receive the kind and pleasant service under the up-to-date medical service. Therefore, as a solution, hospital coordinators were emerged for the purpose of smooth treatment and customer satisfaction by generalizing all service of hospital. Accordingly, this thesis attempted to investigate the effect of hospital coordinator education curriculum on the education satisfaction and the quality of medical service. In order to solve the purpose of this study, I, author reviewed the existing literatures, established hypothesis, and verified hypothesis by using the variety of statistics techniques such as reliability, validity, frequency analysis, and regression analysis. The verification of hypothesis is as followings: First, among education training factors of hospital coordinators, the quality of instructor significantly affects the satisfaction of hospital coordinator education training. Second, among training factors of hospital coordinator, the attitude of trainee significantly affects the training satisfaction of hospital coordinator. Third, among education training factors of hospital coordinator, education course significantly affects the training satisfaction of hospital coordinator education. As the qualities of instructor are better equipped, the satisfaction of education becomes higher. It indicates that the education method of instructors is important as an index to represent the qualities of instructor such as the appropriateness of education method, preparation, passion, visual materials, the adequacy of education procession, and specialized knowledge, and it has important effect on the satisfaction of education. In order to enhance the satisfaction of hospital coordinator education, the creation of education environment, making trainee concentrate on the education, is required by appropriately allocating programs, arousing interest in education, based on the attitude of trainee, discussion, and preliminary programs, preparation, ahead of enforcement of education. Fourth, the satisfaction of hospital coordinator education training significantly affects the reliability among the qualities of medical service. Fifth, satisfaction of hospital coordinator education training significantly affects hospitality I kindness among the qualities of medical service. If the education satisfaction of trainee is high, it is effective in the practical application such as dealing with complaints, the duty performance for the patients, and so on in offering the medical service, related to reliability and furthermore, we can find the positive change in the attitude change of medical professions related to the reliability of hospital coordinator. In addition, in the process of offering medical services such as the kind explanation on the duty, rapid response to the customers inquiry, and tidy uniform, practical effect was verified. Sixth, the education training factor of hospital coordinator significantly affects the reliability among the quality of medical service. Seventh, the education training factors of hospital coordinator significantly affect hospitality/kindness. In the education of hospital coordinator, the methods to attract the interest of trainee by emphasizing reliability should be sought and for gaining the practical effect of hospital coordinator education, the sufficient preparation and investigation on the education curriculum should be prerequisite and under this condition, intensified discussion on the instructor and education course is needed. In the design of education course, more education hours and subjects should be allocated in the part of hospitality in order to improve the practical application of hospitality. Therefore, it is meaningful in a sense that this study newly approached the components of hospital coordinator education and the need to modify the quality components of medical service in accordance with the study subjects was raised. This study also finds its meaning in that it provides basic materials for the study of future hospital coordinator education by suggesting the system development model of hospital coordinator education through preliminary study of education training. In addition, this study is meaningful in the aspect that it suggested the direction of education training by showing how the hospital coordinator education training would applied to the hospital coordinator course of the Continuing Education Center at Pusan and Kyungnam National University to some extent. Since all investigation of this study was approached from the side of hospital coordinator, the thoughts of patients who are beneficiaries of medical service, and care givers cannot be identified. Therefore, the satisfaction of patients and care givers through the experience of medical service, which is the essential prerequisite of medical service, should be importantly considered and investigated. Accordingly, The study of comparing and analyzing the views of both patients and care givers should be carried out in the future.