• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.2
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• pp.91-100
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• 2015

In this study, we propose an efficient two-phase heuristic policy, called an acceptance tolerance control policy, for Infrastructure as a Service (IaaS) cloud services that considers both the service provider and customer in terms of profit and satisfaction, respectively. Each time an IaaS cloud service is requested, this policy determines whether the service is accepted or rejected by calculating the potential for realizing the two performance objectives. Moreover, it uses acceptance tolerance to identify the possibility for error with the chosen decision while compensating for both future fluctuations in customer demand and error possibilities based on past decisions. We conducted a numerical experiment to verify the performance of the proposed policy using several actual IaaS cloud service specifications and comparing it with other heuristics.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.43 no.1
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• pp.50-60
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• 2020

The omni-channel customer system is the communication system between enterprise and customer via multiple channels such as mail, email, SMS, and mobile. The omni-channel customer system complements each other channel through the integration of each channel. The purpose of this research is to derive key factors and calculate the weights that a financial enterprise considers when adopting the omni-channel customer system. For this research, we analyzed the request for proposal documents used for the omni-channel customer system implementation projects in the financial enterprise. Also, we derived, classified, and stratified the key factors to be considered for the introduction of the omni-channel customer system in the financial enterprise. As a result of analyzing the key factors, customer experience, operations, and security were identified as the components of the top category in introducing the omni-channel customer system in the financial sector. Furthermore, the weight for each key factor was calculated by using ANP. As a result of ANP, operations, customer experience, and security were important in order. Also, the degree of easiness for connecting with other systems and the various abilities for representing the contents of the omni-channels were derived as the important key factors.

• Industrial Engineering and Management Systems
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• v.8 no.2
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• pp.72-79
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• 2009

The ultimate goal of inventory management is to decide the timing and the quantity of ordering in response to uncertain demands. Recently, some researchers have focused upon an impact of distortions in the information, e.g., customer order cancellation, on an economical inventory policy. The customer order cancellation is considered a kind of distortions in demands, because a demand that is eventually cancelled is equivalent to a phony demand. Also, there are some additional distortions in the inventory information. For instance, the procurement of suppliers may include some nonconforming items as a result of imperfect production and inspection by the suppliers, and/or damage in transit. The nonconforming item should be considered a kind of distortions in the inventory information, because the nonconforming item is equivalent to a phony stock. In this article, we consider an inventory model under the situation that customers can cancel their orders and the procurement of suppliers may include some nonconforming items. Then, we introduce the customer order reservation into the inventory model for the purpose of avoiding the costly backlogs, because the customer order reservation gives retailers a period to fulfill customer's requests. We formulate a periodic review (s, S) inventory model and investigate the economical operation under the situation mentioned above. Further, through the sensitivity analysis, we show the impact of these distortions and the effect of the customer order reservation on the inventory policy.

• The Research Journal of the Costume Culture
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• v.17 no.3
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• pp.512-522
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• 2009

The purpose of this study is to analyze IT infrastructure of Korean apparel industry in order to enhance business effectiveness and customer's satisfaction in information society with global networks. For this study, the questionnaires were distributed to 57 apparel industries in Korea. The data were analyzed by factor analysis, descriptive statistics, Cronbach's alpha coefficient, multi regression analysis. The results of this study are as follow: First, Considering the apparel industry, construction of information system is essential for assistance of information policy and utilization of information. Understanding of e-business policy affects profits of suppliers. Second, Apparel industry with higher information policy has higher productivity with flexibility. Third, Apparel industry which has close relationship with suppliers has better customer support. Flexible scheduling and production line are important factors for quick response of customer's order and need.

• The Journal of Information Systems
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• v.22 no.4
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• pp.49-69
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• 2013

Recently, enterprises have reinforced security control in order to prevent infringement of personal information and abuse of customer information by insiders. However, the reinforcement of security control by enterprises makes it difficult for internal users to perform business by using a business information system. There is, therefore, a need for research on various fields, which makes it possible to establish an appropriate security control policy while minimizing an impact on business. The present research verifies and analyzes an impact on difficulty in business of internal users using customer information, which is caused by security control performed by display restriction on customer information identifiers. The present research is intended to academically develop a technique for statistically analyzing an impact degree and a causal relationship between security control and an impact on business, which is a dichotomous variable, and to practically contribute to the establishment of an efficient security policy in consideration of an impact on business when an enterprise applies security control. A research target was internal business information systems of domestic securities enterprises, data was collected by questionnaire, and verification/analysis was performed by logistic regression analysis.

• Journal of Korean Society for Quality Management
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• v.26 no.2
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• pp.93-105
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• 1998

Many large scale discount stores try to enter the market in newly developed city areas. In order to sucessfully increase the market share, it is essential for them to understand customers' needs. In doing so, various forms of survey methods are often used and survey forms can influence respondents' decision. The main objective of this paper is to check consistency of different survey methods in terms of deriving the expected market share. In this paper, we a, pp.y two survey forms for both AHP and conjoint analyses using a randomized complete block design. Using AHP, we compare Kim's club, Carf, E-mart and Macro in terms of the following four customer attributes: parking facility, size of store, business hours, and special pricing policy. In conjoint analysis, we estimate the part-worth of each level of the customer's attribute so that one can design the best store which would optimizethe customer's attribute so that one can design the best store which would optimize the customer's utility. Empirical comparison results indicate very low consistency between the two methods. It implies the importance of verification methods of survey. We also analyze the impact of special pricing policy using a meta analysis. It turns out that older customers are a, pp.rently more sensitive to pricing policy.

• Korean Management Science Review
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• v.31 no.2
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• pp.87-103
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• 2014

This study looks for the service factors influencing to conversion among the domestic telecommunication companies and finds out the effect which the switching benefit affect the customer satisfaction and the switching intention. Eight service factors of the telecommunication company such as usability, call quality, terminal quality, auxiliary service, rates, after service, application and brand image are selected and verified using the structural equation model. Auxiliary service, rates and brand image give positive (+) effects to the customer's satisfaction, but the application gives negative (-) effects to the customer's satisfaction. Switching benefit affects significantly to the switching intention, but not to the customer satisfaction. The customer satisfaction gives a positive effect to the switching intention. The telecommunication service factors influence to customer satisfaction and switching intention, and switching benefit also influences to switching intention. It was analyzed that the significant influencing service factors were a little different among the telecommunication companies.

• Asian Journal of Innovation and Policy
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• v.3 no.2
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• pp.245-261
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• 2014

Knowledge, technology and information have special characteristics different from the ones of normal consumer products and services. Especially the value of such information varies according to external elements such as the provided environment, their method of utilization, and the level and purpose, etc. of the user. In this study, the indicators of information customer value are developed and measured to enhance customer-based values with efforts for making new customers and maintaining existing customers. The result is as follows: 14 customer value indicators were developed. Among the indicators, value gained versus effort, reduced time for research idea investigation and savings in time searching for equipment, and tools and materials got the highest score, which means that time-saving effects were the most important. The field study of this paper was conducted from information users in the field of national R&D, and thus future studies could be conducted in various industries in many countries to attain generalized results.

• Asian Journal of Innovation and Policy
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• v.6 no.2
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• pp.192-205
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• 2017

The aim of this study is to investigate the relative impact of the image of information service on customer's perceived value and satisfaction of R&D information. It also seeks to assess the moderating effect of service users' skills on the value of the service image on the customer. For this purpose, a field study was conducted on users of a public R&D information service called NTIS (National Technology Information Service) in Korea. The findings show that the information service image has a significant impact on customers' perceived value and satisfaction. In addition, customers' perceived value is found to be an important indicator in strengthening customer satisfaction. Findings also reveal that individual personal computer skills moderate the relationship between service image and information value. Further research is needed to strengthen the independent variable in view of the increasing pressure to improve public service quality and customer management.

• Journal of Digital Convergence
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• v.15 no.3
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• pp.47-54
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• 2017

In this study, the organizational performance is divided into the policy perspective, the customer perspective, and the internal viewpoint rather than the financial perspective. The public institutions selected as examples of this study are public institutes under the Ministry of Environment, which are established to promote environmental industry development and environmental technology development projects, and promote the dissemination and practical use of developed environmental technologies. The public institutions that were the target of the study were concerned about how to define organizational performance and how to improve organizational performance. In addition, the institutions were interested in measuring performance in terms of customers and policies rather than financial performance. As a result of this study, it was found that the public institutions which were the subject of study were not very high in terms of policy, customer, and internal performance. In order to enhance the organization's policy performance, customer performance and internal performance, it is necessary to communicate smoothly among the members of the organization, horizontal organizational structure, encourage participation in the client's policy process, and redesign the business process from the customer's perspective.