• 제목/요약/키워드: Customer Learning Process

검색결과 104건 처리시간 0.027초

머신러닝 기법을 활용한 에너지 데이터 분석에 관한 연구 (A Research on the Energy Data Analysis using Machine Learning)

  • 김동주;권성철;문종희;심기도;배문성
    • KEPCO Journal on Electric Power and Energy
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    • 제7권2호
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    • pp.301-307
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    • 2021
  • After the spread of the data collection devices such as smart meters, energy data is increasingly collected in a variety of ways, and its importance continues to grow. However, due to technical or practical limitations, errors such as missing or outliers in the data occur during data collection process. Especially in the case of customer-related data, billing problems may occur, so energy companies are conducting various research to process such data. In addition, efforts are being made to create added value from data, which makes it difficult to provide such services unless reliability of data is guaranteed. In order to solve these challenges, this research analyzes prior research related to bad data processing specifically in the energy field, and propose new missing value processing methods to improve the reliability and field utilization of energy data.

외식산업의 BSC 구축에 대한 연구 - 국내 패밀리 레스토랑의 성과측정항목의 가중치 개발을 중심으로 - (Determinants of Relative Weights on Financial and Non-Financial Performance Measures in the Food service Industry)

  • 오윤석;정순여
    • 한국조리학회:학술대회논문집
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    • 한국조리학회 2006년도 제41차 정기하계학술세미나
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    • pp.21-44
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    • 2006
  • Measuring and evaluating the business performance plays a very important role in managing business. It is because business performance, in any types of industry, can be evaluated and managed properly only when the measurement of its performance is estimated, and because its performance can be improved through an efficient and effective management. Therefore it is essential to build up the performance evaluation system to raise management efficiency of the foodservice industry, to reinforce competitive power of the food service industry. This study tried to propose a novel point of prospective and method in which the performance evaluation in any family restaurant should be illuminated and be performed. In this study, BSC provided the main conceptional framework for evaluating the performance of a family restaurant, and evaluation items of BSC four prospectives - financial, customers, internal business process, and learning and growth-were adjusted so as to be fitted into the business field. Furthermore, this study verified the validity of the proposed performance evaluation method through specific case analyses and used AHP to quantify its validity objectively. Finally, this study found the fact that non-financial prospectives, compared to financial prospectives, should be more importantly considered as the performance evaluation index of the family restaurants. Especially, the study showed that the proportion of performance evaluation indexes related to Customers prospective and Learning and Growth prospective revealed very highly, therefore variables such as customer satisfaction index, per employee productivity, education and training, customer response rate, employee satisfaction index should be emphasized as key factors at the process of selecting indexes and measuring their performance evaluation of the food service industry.

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BSC 관점에서 SCM 도입 섬유.패션 기업과 미도입 기업의 성과에 대한 사례 연구 (The Case Study on the Performance between SCM Adopted Textile.Fashion Firms and Unadopted Firms in a Viewpoint of BSC)

  • 신상무;윤재천
    • 복식문화연구
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    • 제17권1호
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    • pp.177-188
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    • 2009
  • SCM as the important marketing strategy enhance the firm's efficiency and compatibility in global market environment such as global outsourcing. Firms adopted SCM realized the need to evaluate precisely the performance of SCM. In spite of importance of SCM, there was not much intention and research to measure SCM performance in textile fashion industry. Therefore, the purpose of this case study was to measure performance of supply chain management in textile fashion business using BSC(Balanced Score Card) to measure not only financial perspective but also non-financial perspectives such as customer perspective, internal business perspectives, financial perspective, and innovation & learning perspective. The questionnaire developed by the reviews of the literature was adopted for this study. The results of this study showed that SCM performance was enhanced from the point of customer perspective(cost, quality, time, service), financial perspective(cash cycle time, inventory turn over, inventory obsolescence, return on asset, return on investment, capacity utilization), and innovation & learning perspective(cost for human resource management, service for human resources). But there was same performance level regarding internal business perspective(lead time, cost for manufacturing process, product quality control, productive flexibility for time, quantity, and variety). Therefore, we should keep close relationship and two way communication among supply chain members to promote better SCM performance.

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과정품질, 결과품질, 경영성과 연계 연구 - 보험산업의 서비스품질과 BSC 연계모형을 중심으로 - (A Study on the Relationship of Process Quality, Outcome Quality, and Management Performance - Combination of Service Quality and BSC Concept for Insurance Industry -)

  • 김형욱
    • 품질경영학회지
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    • 제37권4호
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    • pp.43-51
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    • 2009
  • This study was designed to analyze the relationship of process quality, result quality and management performance in Korean insurance industry. For this study the linkage scheme of service quality concept is used on PZB model and BSC(Balances Score Card) system. In the linkage model, the 5 service qualitry factors used in PZB model are used as the result quality variables, and internal process factor, learning/growth factor in BSC are used the process quality variables affecting the result quality variables. And also customer satisfation factor and financial performance index are used as the management performance variables. In the ivsurance industry, the process quality variables were verified to meaningfully affect the result quality variables, and the result service quality variables were verified to affect the management performance indices. As the result, the process quality and the service quality must be emhanced for the competitiveness of Korean insurance industry.

전자상거래 적용수준에 따른 BSC 성과 분석 - 소기업을 중심으로 - (An Analysis on BSC Performance by adoption level of e-Commerce Activities in Korean Small Businesses)

  • 김진한;이윤석;김성홍
    • 한국전자거래학회:학술대회논문집
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    • 한국전자거래학회 2003년도 종합학술대회 논문집
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    • pp.281-286
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    • 2003
  • The key aim of this research is to address the relationship between adoption level of e-commerce usage and performance based on Balanced scorecard perspectives. In order to identify the e-commerce adoption characteristics of small businesses, we carried out principal component analysis and cluster analysis by means of a survey with interview. The association of the e-commerce adoption level currently reached by a small businesses with internal process, learning/growth, customer perspectives performance is investigated and discussed.

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An Adaptive Multi-Echelon Inventory Control Model for Nonstationary Demand Process

  • Na, Sung-Soo;Jun, Jin;Kim, Chang-Ouk
    • 한국경영과학회:학술대회논문집
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    • 대한산업공학회/한국경영과학회 2004년도 춘계공동학술대회 논문집
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    • pp.441-445
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    • 2004
  • In this paper, we deal with an inventory model of a multi-stage, serial supply chain system where a single product type and nonstationary customer demand pattern are considered. The retailer and suppliers place their orders according to an echelon-stock based replenishment control policy. We assume that the suppliers can access online information on the demand history and use this information when making their replenishment decisions. Using a reinforcement learning technique, the inventory control parameters are designed to adaptively change as the customer demand pattern is altered, in order to maintain a given target service level. Through a simulation based experiment, we verified that our approach is good for maintaining the target service level.

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원격교육 서비스요인이 고객만족과 고객충성도에 미치는 영향: 취업 준비생을 중심으로 (Effect of Service Factors in Distance Education on Customer Satisfaction and Customer Loyalty Impacts: Focusing on Employment Opportunities)

  • 박광록;허철무
    • 벤처창업연구
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    • 제14권4호
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    • pp.101-111
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    • 2019
  • 원격교육에서 서비스품질은 고객만족과 고객충성도를 높이기 위해 중요한 부분이다. 하지만 이제까지 원격교육 서비스품질에 대한 효과성을 검증함에 있어서 원격교육 서비스품질에 대한 단편적인 효과중심으로 연구되었고 구체적인 대상에 대하여 어떠한 영향을 미치는지에 대한 연구는 부족한 실정이다. 이에 본 연구에서는 선행연구와 차별적으로 취업 준비생들을 대상으로 원격교육 서비스요인이 고객만족도과 고객충성도에 미치는 영향에 대해 실증분석 하였다. 2019년 3월부터 설문조사를 실시하였고 원격교육을 경험한 취업 준비생 258개의 표본을 실증분석에 활용하였다. 분석결과 유형성, 문제해결, 상호작용성, 정보제공성, 편리성은 고객만족에 정(+)의 영향을 미쳤고, 만족도은 고객충성도에 정(+)의 유의미한 영향을 미쳤고, 만족도의 매개효과 검증에서 유형성, 문제해결, 상호작용성, 정보제공성, 편리성과 고객충성도 사이에 정(+)의 영향을 미친 것으로 분석되었다. 이에 본 연구의 시사점은 4차 산업혁명시대에 교육과 ICT(정보통신기술)가 융합된 에듀테크 관련 교육기업의 서비스품질 요인이 고객만족과 충성도에 미치는 실질적인 연구를 함으로써 교육기업의 창업과 마케팅 과정에 있어서 창업가와 마케팅 담당자들에게 기업의 원격교육 서비스품질이 고객만족과 고객충성도에 직간접적인 영향을 미친다는 시사점을 도출 할 수 있었다. 또한 서비스품질의 중요성 검증과 다양한 효과에 대한 평가를 취업교육 영역뿐만 아니라 다른 영역에도 다각도로 추가 연구가 필요하겠다.

균형성과표를 활용한 전자의무기록시스템의 성과측정 모형개발 (Development of the Performance Measurement Model of Electronic Medical Record System - Focused on Balanced Score Card -)

  • 이경희;김영훈;부유경
    • 한국병원경영학회지
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    • 제21권4호
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    • pp.1-12
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    • 2016
  • The purpose of this study are suggest to performance measurement model of Electronic Medical Record(EMR) and Key Performance Index(KPI). For data collection, 665 questionnaires were distributed to medical record administrators and insurance reviewers at 31 hospitals, and 580 questionnaires were collected(collection rate: 87.2%). Regarding methodology, Critical Success Factor(CSF) and index of the information system were derived based on previous studies, and these were set as performance measurement factors of EMR system. The performance measurement factors were constructed by perspective using BSC, and analysis on causal relationship between factors was conducted. A model of causal relationship was established, and performance measurement model of EMR system was proposed through model validation. Analysis on causal relationship between performance management factors revealed that utility cognition of the learning & growth perspective factor had causal relationship with job efficiency(${\beta}=0.20$) and decision support(${\beta}=0.66$) of the internal process perspective factors, and security had causal relationship with system satisfaction(${\beta}=0.31$) of the customer perspective factor. System quality had causal relationship with job efficiency(${\beta}=0.66$) and decision support(${\beta}=0.76$) of the internal process perspective factors, all of which were statistically significant(P<0.01). Job efficiency of the internal process perspective had causal relationship with system satisfaction(${\beta}=0.43$), and decision support had causal relationship with decision support satisfaction(${\beta}=0.91$) and job satisfaction (${\beta}=0.74$), all of which were statistically significant(P<0.01). System satisfaction of the customer perspective had causal relationship with job satisfaction(${\beta}=0.12$), job satisfaction had causal relationship with cost reduction(${\beta}=0.53$) of the financial perspective, and decision support satisfaction had causal relationship with productivity improvement(${\beta}=0.40$)of the financial perspective(P<0.01). Also, cost reduction of the financial perspective had causal relationship with productivity improvement(${\beta}=0.37$), all which were statistically significant(P<0.05). Suitability index verification of the performance measurement model whose causal relationship was found to be statistically significant revealed that $X^2/df=2.875$, RMR=0.036, GFI=0.831, AGFI=0.810, CFI=0.887, NFI=0.838, IFI=0.888, RMSEA=0.057, PNFI=0.781, and PCFI=0.827, all of which were in suitable levels. In conclusion, the performance measurement indices of EMR system include utility cognition, security, and system quality of the learning & growth perspective, decision support and job efficiency of the internal process perspective, system satisfaction, decision support satisfaction, and job satisfaction of the customer perspective, and productivity improvement and cost reduction of the financial perspective. In this study, it is expected that the performance measurement indices and model of EMR system which are suggested by the author, will be a measurement tool available for system performance measurement of EMR system in medical institutions.

BSC-AHP-IPA를 활용한 바다숲 조성사업의 운영성과 평가에 관한 연구 (A Study on Operational Performance Evaluation of Marine Forest Creation project by BSC, AHP and IPA)

  • 조순제;홍재범
    • 수산경영론집
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    • 제48권1호
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    • pp.31-49
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    • 2017
  • This study focuses on developing a theoretical framework for evaluating Operational Performance of the Marine Forest Creation project on a balanced and comprehensive perspective by using BSC, AHP, and IPA. Also, the purpose of this study is empirically to analyze operational performance of the project and to suggest the future improvement plan. For this purpose, We will first determine the critical success factors(CSF) and key performance indicators(KPI) required for evaluating the performance of the Marine Forest Creation project from the four perspectives of BSC. And, After determining the weight for each of CSF, KPI, and four perspectives of BSC by using AHP, we will measure the project performance. We will also conduct IPA analysis to propose the direction of improvement of the Marine Forest Creation project. The results of this study are as follows. First, this study has drawn 8 critical success factors and 16 key performance indicators for four BSC perspectives based on the theoretical considerations and expert interview survey. Second, as a result of deriving relative importance of BSC perspectives using AHP, customer perspective was the highest, followed by financial perspective, learning and growth perspective, and internal process perspective. Third, as the results of analyzing the importance and performance of BSC perspectives using IPA, customer perspective was the maintenance reinforcement category, financial perspective was the key improvement category, internal process perspective and learning and growth perspective were gradual improvement category. This study has a great academic significance in terms of BSC first tried to evaluate the performance of the Marine Forest Creation project. The results of this study are expected to lead to various discussions for a balanced and comprehensive verification of Marine Forest Creation project performance.

기술수용모델을 이용한 사이버강의 수용의 영향요인 (A Study on Factors Affecting the Acceptance of E-Learning Class Using Technology Acceptance Model)

  • 장정무;김태웅;이원준
    • 기술혁신연구
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    • 제12권3호
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    • pp.1-24
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    • 2004
  • E-Learning is another way of teaching and learning. E-learning is a networked phenomenon allowing for instant revisions and distribution, and goes beyond training and instruction to the delivery of information and tools to improve performance. The benefits of e-learning are many, including cost-effectiveness, enhanced responsiveness to change, consistency, timely content, flexible accessibility, and providing customer value. The proponents of e-learning stress the importance of using communities of interest to support and enhance the learning process. They also emphasizes that people learn more effectively when they interact and are involved with other people participating in similar endeavors. Although the role of e-learning in higher education has significantly increased, the resistance to new technology by professors and lecturers in university and colleges worldwide remains high. The purpose of this study is to identify the determinants of attitude and planned behavior toward e-learning class in universities. A survey methodology was used to investigate a proposed model of influence, and structural equation modeling was used to analyze the results. The hypothesized model was largely supported by this analysis, and the overall results indicate that attitude toward e-learning systems is mostly influenced by the perceived ease of use as well as the level of perceived usefulness, where both factors are influenced by years of experiences in using cyber system and the technical support level. As in other TAM related research, it can be concluded that the perceived ease of use and perceived usefulness contribute to the future use of e-learning system.

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