• Title/Summary/Keyword: Customer Flexibility

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통합적 셀생산시스템 구축방법론에 관한 연구

  • 김효석;정윤호
    • Proceedings of the Korean Operations and Management Science Society Conference
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    • 1997.10a
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    • pp.11-14
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    • 1997
  • Flexibility and efficiency in producing a large number of productions in small-to-medium lot sizes are necessary to be competitive. Many firms are concerned about cellular manufacturing system(CMS) to surmount the abrupt change in management environment and to innovate their manufacturing systems. The purpose of this study 1) align BPR with CMS, 2) present the methodology for constructing a CMS and 3) apply to a firm ad verify it. The results of this paper are to present 1) the systematic methodology for constructing CMS at first in our country, 2) the methodology integrating managerial aspects, technological aspects and behavioral aspects, 3) the customer-oriented methodology based on customer value.

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A Life Cycle Model for Computer Integrated Manufacturing Systems (컴퓨터통합제조시스템을 위한 수명주기 모형)

  • 이대주
    • Journal of the Korean Operations Research and Management Science Society
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    • v.21 no.3
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    • pp.127-141
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    • 1996
  • In this paper, we propose a 7-phase life cycle model which applies to Computer Integrated Manufacturing systems. The model emphasizes product design and manufacturing design activities of CIM to secure the critical success factors of CIM systems such as high quality, adaptability, productivity, and flexibility. It is argued that the product design aspect would be divided into three phases-conceptual design, embodiment design, and detialed design. The conceptual design phase is to build a conceptual model of the product based on requirements and specifications which reflect "the voice of the customer". THe embodiment design phase utilizes specific design tools such as DFM, CAE, and CAD, and results in a concrete model of the product and parts. The detailed design phase is to crete a working prototype of the product and design tools such as DFA. CAD and CAM are employed in this phase. The output of the product design activity is to be the input for the manufacturing design activity. Using the proposed model, one can effectively and efficiently manufacture a high-quality, low-cost product with short delivery time, and above all achieve customer'ssatisfaction.isfaction.

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SEM for the Analysis of Customer Satisfaction for Wireless Internet Service (무선인터넷서비스 고객만족도 분석을 위한 구조방정식모형)

  • So, Hyoung-Ki;Sohn, So-Young
    • IE interfaces
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    • v.14 no.2
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    • pp.182-189
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    • 2001
  • Recently the number of wireless internet service user is increasing rapidly but there are some areas in which service level has not reached the expected level yet. In this paper, we apply ACSI model to measure the current level of customer satisfaction. As a result of ML estimation, we observe that satisfaction increases as the level of perceived quality increases. However, this model does not provide flexibility of adjusting data characteristics that wireless internet service has, and it is not easy to find direct controllable feedback for better service. We propose a structural equation model that can overcome these problems and obtain that information transmission quality and proper fare policy can significantly improve the satisfaction level of wireless Internet users.

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A Study on the Service for Competitive Advantage (Base on the Service in Medical Institution) (경쟁우위를 위한 고객만족 요인 연구 (의료기관의 서비스 중심으로))

  • 최우진
    • Journal of the Korea Society of Computer and Information
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    • v.4 no.4
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    • pp.251-259
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    • 1999
  • In this paper, university hospitals, general hospitals/hospitals, private clinics, Chinese medicine hospitals and clinics in Seoul. Metropolitan Inchon, Kyunggi-do were probed to find out how the variables of service task factor are related to customer satisfaction, and to find out the determinants of medical service task(tangible quality, flexibility, cost, time and managerial skills), and anticipation factors, and respective items of customer satisfaction through statistical analysis. The meaning of the above mentioned findings should be carefully understood and construed due to the following problems. Because the factors why patients select hospitals were measured limitedly. it cannot show everything I intended to suggest. Especially due to the insufficient number if items. customer satisfaction variables are too limited. Reflecting the developing changes in various medical environments, hospitals could meet the objective of maintenance and prosperity only by facing the competition effectively and satisfying patients. Also hospitals should pursue patient-oriented service management. In other words, a strategic management of service task factors is needed. Based on this paper's research. a further study should be conducted continuously in order to give customers more satisfaction.

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An Analysis of the Relationship between the Port-Logistics Function and Port-Quality for the Competitiveness of Port (항만 경쟁력제고를 위한 항만물류기능과 항만품질수준간의 관련성 분석)

  • 김성규;김기수;안기명
    • Journal of Korean Port Research
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    • v.13 no.2
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    • pp.267-278
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    • 1999
  • Since the mid 1980s, the concept of logistics has become more important to the enterprises in strategic sense because it had aggrandized itself to more comprehensive and integrative concept. Therefore study on the service organization of the logistics system for customer’s satisfaction from the management’s point has been focused as one of the major subject in order to improve the logistics quality which would ultimately increase the value of logistics service. This study has been focused on what the port logistics functions and the factors of the port logistics quality are those Korean port managers acknowledge as important factor. And examins these port logistics quality levels and the port logistics value (port productivity, service results) obtained by the results of these activities while reviewing the relation of the custom value which the port managers evaluate in order to evaluate and promote the competitiveness of the Korean port. According to the study results the port logistics function which the Pusan Container Terminal managers recognized as important were customer service management the flexibility of the port facilities and curtailment of the original operation cost of the port. It also indicated that the managers recognized the importance of the customer-oriented terminal management as it showed a close relationship with the port quality level.

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The Effects of Innovation and Relationship Factors of ASP Service on Customer Performance - Focused on the Regulatory Impact of Supplier Trust (ASP 서비스의 혁신특성과 관계특성이 고객성과에 미치는 효과 - 공급사 신뢰의 조절효과 중심으로)

  • Choi, Dong-Suong;Yi, Seon-Gyu
    • Journal of Digital Convergence
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    • v.16 no.2
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    • pp.169-178
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    • 2018
  • The purpose of this study is to analyze the effect of innovation factors and relationship factors ASP service on customer performance for small firms using ASP service and Supplier trust analyzed the regulatory impact of the innovation factors and relationships factors on customer performance. Sample data was collected using questionnaire techniques, and statistical analysis used regression analysis. As a result of analysis, it is analyzed that the relative advantage of innovation factors and the influence of other companies have a positive effect on customer performance. In the relationship factors, the degree of information sharing was analyzed as a variable that positively influenced customer performance. However, the Flexibility of participants was analyzed as a variable that did not positively affect customer performance. As a result of analyzing the regulatory role of supplier trust, supplier trust is analyzed as a variable that plays a moderating role in customer performance along with innovation factors and relationship factors. Therefore, in the case of small enterprises using ASP service, it was found that innovation factors and information sharing factors are important factor to maximize customer performance. And that the trust of ASP vendors is a very important variable for customers.

A Study on Customer Experience with Food Truck Services: Focusing on Topic Modeling Techniques (푸드트럭 서비스 이용객 경험에 관한 연구: 토픽모델링 기법 중심으로)

  • Jooa Baek;Yeongbae Choe
    • Journal of Service Research and Studies
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    • v.14 no.3
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    • pp.188-205
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    • 2024
  • The food truck business, which involves selling various types of food from mobile vehicles, has gained significant popularity in urban centers and at events. These food trucks have rapidly expanded due to their relatively low initial investment and high flexibility, attracting customers with unique menus and personalized services. However, as competition increases, the need to manage service quality to boost customer satisfaction and encourage repeat visits has become more critical. Despite this growing importance, there has been limited empirical research on the topic. This study aims to analyze customer experiences with food truck services to gain strategic insights for improving service quality. By applying structural topic modeling to customer review data, the study identified 50 key topics. The process included a comprehensive evaluation of model diagnostics and interpretability to determine the optimal number of topics, ultimately selecting the most relevant ones related to service experiences. The impact of these identified topics on overall customer satisfaction was empirically tested using regression analysis. The results showed that aspects such as "Food Taste," "Friendly Staff," and "Positive Emotion" had a positive influence on customer satisfaction, whereas "Delayed Service," "Negative Emotion," and "Beverage Service" had a negative impact. Based on this analysis, the study proposes concrete methods for food truck operators to systematically analyze customer feedback and use it to drive service improvements and innovation. This research highlights the importance of data-driven decision-making in small business environments like food trucks and contributes to expanding the application of topic modeling in the service industry.

The Effects of Environmental Dynamism on Supply Chain Commitment in the High-tech Industry: The Roles of Flexibility and Dependence (첨단산업의 환경동태성이 공급체인의 결속에 미치는 영향: 유연성과 의존성의 역할)

  • Kim, Sang-Deok;Ji, Seong-Goo
    • Journal of Global Scholars of Marketing Science
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    • v.17 no.2
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    • pp.31-54
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    • 2007
  • The exchange between buyers and sellers in the industrial market is changing from short-term to long-term relationships. Long-term relationships are governed mainly by formal contracts or informal agreements, but many scholars are now asserting that controlling relationship by using formal contracts under environmental dynamism is inappropriate. In this case, partners will depend on each other's flexibility or interdependence. The former, flexibility, provides a general frame of reference, order, and standards against which to guide and assess appropriate behavior in dynamic and ambiguous situations, thus motivating the value-oriented performance goals shared between partners. It is based on social sacrifices, which can potentially minimize any opportunistic behaviors. The later, interdependence, means that each firm possesses a high level of dependence in an dynamic channel relationship. When interdependence is high in magnitude and symmetric, each firm enjoys a high level of power and the bonds between the firms should be reasonably strong. Strong shared power is likely to promote commitment because of the common interests, attention, and support found in such channel relationships. This study deals with environmental dynamism in high-tech industry. Firms in the high-tech industry regard it as a key success factor to successfully cope with environmental changes. However, due to the lack of studies dealing with environmental dynamism and supply chain commitment in the high-tech industry, it is very difficult to find effective strategies to cope with them. This paper presents the results of an empirical study on the relationship between environmental dynamism and supply chain commitment in the high-tech industry. We examined the effects of consumer, competitor, and technological dynamism on supply chain commitment. Additionally, we examined the moderating effects of flexibility and dependence of supply chains. This study was confined to the type of high-tech industry which has the characteristics of rapid technology change and short product lifecycle. Flexibility among the firms of this industry, having the characteristic of hard and fast growth, is more important here than among any other industry. Thus, a variety of environmental dynamism can affect a supply chain relationship. The industries targeted industries were electronic parts, metal product, computer, electric machine, automobile, and medical precision manufacturing industries. Data was collected as follows. During the survey, the researchers managed to obtain the list of parts suppliers of 2 companies, N and L, with an international competitiveness in the mobile phone manufacturing industry; and of the suppliers in a business relationship with S company, a semiconductor manufacturing company. They were asked to respond to the survey via telephone and e-mail. During the two month period of February-April 2006, we were able to collect data from 44 companies. The respondents were restricted to direct dealing authorities and subcontractor company (the supplier) staff with at least three months of dealing experience with a manufacture (an industrial material buyer). The measurement validation procedures included scale reliability; discriminant and convergent validity were used to validate measures. Also, the reliability measurements traditionally employed, such as the Cronbach's alpha, were used. All the reliabilities were greater than.70. A series of exploratory factor analyses was conducted. We conducted confirmatory factor analyses to assess the validity of our measurements. A series of chi-square difference tests were conducted so that the discriminant validity could be ensured. For each pair, we estimated two models-an unconstrained model and a constrained model-and compared the two model fits. All these tests supported discriminant validity. Also, all items loaded significantly on their respective constructs, providing support for convergent validity. We then examined composite reliability and average variance extracted (AVE). The composite reliability of each construct was greater than.70. The AVE of each construct was greater than.50. According to the multiple regression analysis, customer dynamism had a negative effect and competitor dynamism had a positive effect on a supplier's commitment. In addition, flexibility and dependence had significant moderating effects on customer and competitor dynamism. On the other hand, all hypotheses about technological dynamism had no significant effects on commitment. In other words, technological dynamism had no direct effect on supplier's commitment and was not moderated by the flexibility and dependence of the supply chain. This study makes its contribution in the point of view that this is a rare study on environmental dynamism and supply chain commitment in the field of high-tech industry. Especially, this study verified the effects of three sectors of environmental dynamism on supplier's commitment. Also, it empirically tested how the effects were moderated by flexibility and dependence. The results showed that flexibility and interdependence had a role to strengthen supplier's commitment under environmental dynamism in high-tech industry. Thus relationship managers in high-tech industry should make supply chain relationship flexible and interdependent. The limitations of the study are as follows; First, about the research setting, the study was conducted with high-tech industry, in which the direction of the change in the power balance of supply chain dyads is usually determined by manufacturers. So we have a difficulty with generalization. We need to control the power structure between partners in a future study. Secondly, about flexibility, we treated it throughout the paper as positive, but it can also be negative, i.e. violating an agreement or moving, but in the wrong direction, etc. Therefore we need to investigate the multi-dimensionality of flexibility in future research.

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The Effect of Success Factors on SCM Performance in Fashion Industry Stream (패션산업 스트림에 따라 SCM 성공요인이 SCM 성과에 미치는 영향연구)

  • Choi, Jin-Hyeok;Shin, Sang-Moo
    • Journal of Fashion Business
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    • v.16 no.2
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    • pp.12-26
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    • 2012
  • Fashion industry characteristically goes through many steps to manufacture and to retail apparel products. Complex inter-industry channels with many intermediaries in fashion industry provoked many problems regarding recognizing customer's need, delivering time, flexibility, and inventory control. Therefore, the purposes of this study were to investigate the differences between apparel manufacturing and distribution process in SCM success factors and performances, and to investigate how SCM success factors affect on performances. Questionnaire was developed and distributed to apparel industry. The returned 116 questionnaires were analyzed by Cronbach's alpha for internal validity, factor analysis, t-test, and regression analysis with SPSS14.0. The results of this study were as follows: There was significant difference of SCM success factors between apparel manufacturing and distribution regarding process standardization and integration. There were significant differences of SCM performances such as reaction for customer, flexible management, cost minimization, and maximized asset utilization which distribution was higher than apparel manufacturing process. In apparel manufacturing, SC strategic relation, and integrative management influenced upon reaction for customer of SCM performances. SC integrative management influenced upon cost minimization. SC integrative management influenced upon maximized asset utilization. In distribution, SC strategic relation, and activated support for SCM influenced upon reaction for customer of SCM performances. SCM specialization, credible relationship among supply chains, activated support for SCM, and SC integrative management influenced upon cost minimization. SCM specialization, credible relationship among supply chains, and SC integrative management influenced upon maximized asset utilization.

The Effect of the Service Guarantee on the Service Reliability, Service Value, Customer Loyalty - Focused on Deluxe Hotel of Busan - (서비스 보증이 서비스 신뢰성, 서비스 가치, 고객충성도에 미치는 영향 -부산지역 특1급 호텔을 중심으로-)

  • Chung, Ku-Jeom;Byeong, Ju-Jang
    • Journal of Global Scholars of Marketing Science
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    • v.15 no.3
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    • pp.31-48
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    • 2005
  • The purpose of the study is to identify the flexibility of marketing effects which applies of practical service guarantee strategy over hotel service and methodological effects of practical service guarantee. And the detailed purposes were: first of all, how service guarantee strategy identified by previous theoretical researches influences on a service reliability and service value practically; second, how service reliability and service value influence on customer loyalty; third, how service guarantee influences on customer loyalty directly. According to the results, 5 hypotheses were selected from 5 research hypothesis proposed in this study. The concrete contents were; First, the study inspected how service guarantee strategy influences on service reliability and service value practically. The result was that service guarantee exerted positive influence on service reliability and service value. Second, the study inspected how service reliability and service value influence on customer loyalty. The result service reliability and service value exerted positive influence on customer loyalty. Third, the study inspected how service guarantee strategy influences on customer loyalty. The result service guarantee exerted positive influence on customer loyalty.

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