• 산업경영시스템학회지
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• 제43권4호
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• pp.1-14
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• 2020

Recently, M/G/1 priority queues with a finite buffer for high-priority customers and an infinite buffer for low-priority customers have applied to the analysis of communication systems with two heterogeneous traffics : delay-sensitive traffic and loss-sensitive traffic. However, these studies are limited to M/G/1 priority queues with finite and infinite buffers under a work-conserving priority discipline such as the nonpreemptive or preemptive resume priority discipline. In many situations, if a service is preempted, then the preempted service should be completely repeated when the server is available for it. This study extends the previous studies to M/G/1 priority queues with finite and infinite buffers under the preemptive repeat-different and preemptive repeat-identical priority disciplines. We derive the loss probability of high-priority customers and the waiting time distributions of high- and low-priority customers. In order to do this, we utilize the delay cycle analysis of finite-buffer M/G/1/K queues, which has been recently developed for the analysis of M/G/1 priority queues with finite and infinite buffers, and combine it with the analysis of the service time structure of a low-priority customer for the preemptive-repeat and preemptive-identical priority disciplines. We also present numerical examples to explore the impact of the size of the finite buffer and the arrival rates and service distributions of both classes on the system performance for various preemptive priority disciplines.

• 한국의료질향상학회지
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• 제7권1호
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• pp.118-131
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• 2000

Background : A continuous healthcare quality improvement is needed to provide high quality healthcare service as well as to maintain trust in terms of satisfying the needs of the patients. Recently it also became an essential issue. in hospital management, recognized for it's competitive potentiality among healthcare organization groups. This study was conducted to analyze patient complaints and issues received by the Quality Improvement Department. Its purpose is to improve healthcare qualities within the hospital, as well as establish policies and appropriate strategies in hospital management. Method : From July 1st to September 30th of the year 1999, we analyzed all complaints and issues made by various patients and their families, which were received through 24 hour phone consultation, numerous suggestion boxes, letters and E-mails, The issues were classified into 16 different categories based on a Patient Satisfaction Assessment Tool. All data were segregated according to the departmental frequencies and their contents. To come up with for environmental and patient satisfaction improvement, all complaints or issues were communicated with hospital administrators, medical and nursing staff and employees. Comprehensive customer satisfaction activities including improving phone etiquette were discussed in Customer Satisfaction Team, CQI Team and each Department. All opportunities for improvement were implemented. Feedback actions were discussed. Results : A total of 317 cases were collected. Issues regarding parking and other accommodation facilities were most common complaints that were 14.5% of total. Issues regarding admission rooms (10.7%), admission procedures (10.7%), waiting room environment (8.8%), nurses and nurse assistants (7.6%), physicians (6.6%) and others (23%) followed. Thirteen of 45 departments received more than 8 complaints. The Nursing Department had the most complaint, receiving 9.8% of total complaints. Complaints regarding the Nursing Department were predominantly related to the environment of patient rooms. The Department of Psychiatry for phone etiquette (4.7%), Department of Otolaryngology for the nursing staff's attitude and phone etiquette (4.4%), and the Admission Department followed. As a part of efforts to improve patient satisfaction, a new parking structure was built and reallocation of the parking space was done. Renovation of other accommodation facilities were carried out by hospital administration, Monthly phone call and answering attitude survey was done by QI Department. Based on this survey we made a phone etiquette manual and distributed throughout the hospital. Compare to the last year, Patient Satisfaction Index measured by Korea Productivity Center using National Customer Satisfaction Index was improved 7 points. According to our organization's own study, we confirmed the phone etiquette was improved 11% than last year. Conclusions : Issues related to parking and other accommodation facilities ranked first followed by complaints made regarding the patient care area, the admission and cashier process, and nurses' and doctors' attitude. The Nursing and Psychiatry Departments need improvement regarding phone etiquette. Results were shared and played a vital role in policymaking and strategic planning of the hospital. It is imperative that we keep our database updated by listening to and solving the needs of each patient. The CQI activities can be achieved only by full commitment of the hospital top management supported by related personal.

• 통상정보연구
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• 제14권4호
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• pp.275-295
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• 2012

본 연구는 우리나라 무역증대에 중요한 역할을 해 온 중소기업 수출지원기관의 조직성과에 영향을 미치는 요인에 관한 연구를 통하여 향후 무역 2조 달러 달성을 위한 정책적 시사점을 얻고자 한다. 실증분석 결과 수출지원조직의 조직원들의 공공봉사동기와 자긍심은 조직성과에 모두 정(+)의 영향을 미친다는 결과가 도출되었다. 인구통계학적 변인을 토대로 검증했을 때 여성과 근속년수가 짧은 직원의 조직몰입도가 낮게 나왔다. 한편, 변수들의 하위요인들 중 내재적 직무만족감은 조직성과에 유의한 영향을 미치나, 외재적 만족은 조직성과에 유의한 영향을 미치지 않았다. 이는 수출지원기관 직원들이 급여나 승진보다는 직무가치인식이나 사명감을 중요하게 여기며, 이러한 마음가짐이 우리나라 무역발전의 원동력이었다는 것을 이론적으로도 입증한다고 볼 수 있다. 본 연구를 통해 향후 국내 수출지원 기관들이 보다 실질적인 중소기업의 수출지원을 위해 직무성취감을 높이고 성과를 거양할 수 있는 토대를 마련하는 것이 더욱 필요할 것으로 여겨진다.

• 한국시뮬레이션학회논문지
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• 제24권3호
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• pp.27-35
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• 2015

대기행렬 시스템에는 고객들의 대기시간이 지나치게 길어지는 것을 막기 위해 다양한 정책들이 적용되는데, 본 연구에서는 고객숫자에 따른 제어 정책을 갖는 유한용량 M/G/1/K 대기행렬을 분석한다. 고객의 숫자에 따라 서버의 서비스율과 고객의 도착율을 조절하는 정책이다. 두 개의 한계점(thresholds) $L_1$과 $L_2$($${\geq_-}$$L1)를 설정하고 시스템 내 고객의 숫자가 $L_1$보다 작을 때는 시스템은 보통(또는 상대적으로 느린)의 서비스율(service rate)과 보통의 도착율(arrival rate)을 갖는다. 고객의 숫자가 증가하여 $L_1$이상이고 $L_2$보다 작으면 도착율은 그대로 이지만 서비스율을 증가시켜 빠르게 서비스한다. 이후 고객의 숫자가 더욱 증가하여 $L_2$ 이상이면 고객의 도착율도 작은 값으로 바꾸어 고객을 덜 입장시킨다. 위 정책을 갖는 M/G/1/K 대기행렬을 내재점 마코프 체인과 준-마코프 과정을 이용하여 분석하고 수치예제를 제시한다.

• 서비스연구
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• 제14권3호
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• pp.172-187
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• 2024

본 연구는 M/M/s와 M/D/s 대기행렬의 점근 근사법 분석을 수행한다. M/M/s 대기행렬 분석을 위해, 활용률 ρ와 고객의 시스템 대기확률 α가 특정값을 가질 때 서버수 s의 증가에 따라 평균 시스템 대기자의 크기가 변화하는 양상을 통해 "규모의 경제"를 관찰하였다. 시뮬레이션 결과, s가 증가함에 따라 유휴시간을 갖는 서버의 수인 n-E[Q_n]은 발산함을 보여주었다. 그리고 고객의 수 k의 변화에 따른 시스템 성능을 관찰한 결과, heavy-traffic regime(활용률이 점점 증가하는 상태)을 살펴보기 위하여 ${\rho}_n\,=\,1-k/\sqrt{n}$을 이용하는 것은 고객의 수가 1(k = 1)인 경우에만 유효함을 확인하였다. M/D/s 대기행렬의 경우 고정된 ρ와 α 하에서 평균 시스템 대기자의 크기 분석을 위해 두 가지의 근사법을 이용하였다. 시뮬레이션 및 비교 분석 결과, 서버의 수가 작고 heavy-traffic인 경우에는 Cosmetatos 근사법이 좋은 성과를 보여 주지만, 서버의 수가 큰 경우에는 실제값을 과대평가하는 경향이 있음을 보여주었다. 반면에 수정 근사법(modified approximation)은 서버의 수가 증가할 때에도 시스템 안정상태에 대한 보다 정확한 근사치를 제공하였다.

• 한국치위생학회지
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• 제5권2호
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• pp.201-218
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• 2005

The purpose of this study was to examine how dentists perceived dental coordinators including their education, hiring criteria, working condition and job. It's basically attempted to help define the job and role of 5 and to suggest how they should be nurtured. The subjects in this study were dentists at dental hospitals and clinics where dental coordinators were employed among approximately 200 dental institutions in Seoul, Cyeonggi province and Incheon. After a survey was conducted in June 2005, answer sheets from 99 respondents were analyzed. The findings of the study were as follows: 1. Regarding education for dental coordinators, 99.9% of the dentists investigated felt the need for separate education programs for dental coordinators, 42.4% knew what would-be dental coordinators learned about, and 81.8% considered it necessary for them to take intermediate or higher courses. An organization affiliated with the Korea Dental Hygienists Association was viewed as the best institute to educate dental coordinators, and educational institutes that included a department of dental hygiene was looked upon as the second best one. 68.7% believed that dental coordinators should take an official examination to test their qualifications, and concerning educational subsidy, the largest group of the dentists thought that a certain amount of subsidy should be provided. 2. As for coordinator hiring, the top priority was the impression(look) of applicants(55%), followed by adjustability to existing employees(24.5%) and professional competency(17.3%). As to the route of hiring, 41.4 percent, the largest group, reeducated some of existing employees, and dental hygienists were regarded as the best personnels to serve as a coordinator. Concerning job performance, they put the most emphasis on interpersonal relationship, which was followed by executive ability, impression and career, 58.6% the largest group, believed that dental coordinators should have a three-year or higher career to work at a dental institute. 3. As to working conditions, 75.7%, the largest group, paid dental coordinators based on their job performance, and 23.2%, the second largest group, had their pay equal to that of dental hygienists, 88.9% allowed them to determine their own retirement age. 4. In regard to their perception of dental coordinators, the largest number of the dentists considered it necessary for them to keep receiving education(4.29), and the second largest group felt that they served to enhance the image of dental institutes(4.18). The third largest group thought that they contributed to letting patients more satisfied with the quality of dental services. But they tended not to agree that their turnover rate was low(3.04), and they didn't find them to receive appropriate education, either(3.10). 5. The current major job of coordinators associated with customer services was handling appointments with customers(91.9%), treating unsatisfied customers(85.9%), and controling waiting time(84.8%). Regarding self-management, coordinators directed their energy into having good manners(89.9%), acquiring fundamental dental knowledge(84.8%), and learning how to treat customers(83.8%). Concerning hospital affairs handling, they were most responsible for information desk(87.9%), which was followed by receiving(86.9%). As a result of investigating what type of job the dentists hoped dental coordinators to fulfill in consideration of their career, their age and type of investment, the dentists wanted them the most to speak a foreign language, which belonged to the field of self-management.

• 핵의학기술
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• 제14권2호
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• pp.3-8
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• 2010

$^{11}C$-Acetate PET/CT는 간에 관련된 병변을 찾아내는데 있어 유용성이 있으며, 이에 대한 예민도는 87.3%에 이른다. 이에 반해 $^{18}F$-FDG PET/CT의 예민도는 47.3%이며, $^{18}F$-FDG와 $^{11}C$-Acetate PET/CT 검사를 동시에 사용하는 경우 예민도는 100%로 보고된바 있다. 하지만 $^{11}C$-Acetate PET/CT검사에서 췌장, 비장의 정상섭취로 인해 $^{18}F$-FDG PET/CT검사에 영향을 줄 수 있어 정확한 진단에 혼란을 야기시킬 수 있다. 본 연구는 이러한 두 방사성의약품의 사용으로 인하여 영상에 얼마나 영향을 주는지에 대해 당일 검사법과 양일 검사법 간의 비교 분석을 통해 유용성을 확인하는데 목적이 있다. 본 연구는 2007년 12월부터 2009년 7월까지 본원에서 간암 진단을 받고 PET/CT 검사를 시행한 환자 46명을 대상으로 하였다(남자 35명, 여자 11명, 평균연령: $54{\pm}10.6$세, 연령 범위: 29~69세). 검사에 이용된 장비는 Biograph TruePoint 40 PET/CT이며, 당일 검사법으로 검사한 21명에게는 $^{11}C$-Acetate PET/CT 검사를 먼저 시행하고 약 1시간 후에 곧바로 $^{18}F$-FDG PET/CT 검사를 시행하였다. 양일 검사법으로 검사를 시행한 25명에게는 1일째 $^{11}C$-Acetate PET/CT검사를 시행하고, 2일째 $^{18}F$-FDG PET/CT 검사를 시행하였다. 두 검사법 간의 $^{18}F$-FDG 영상에서 췌장과 비장에 동일한 관심영역을 설정하고 표준섭취계수를 측정하여 비교 평가하였다. 통계 분석은 SPSS Ver. 17을 사용하였으며, unpaired t-test를 통하여 두 검사법 간의 통계적 유의성을 확인하였다. 각각의 검사법으로 시행한 환자의 영상을 분석한 결과, 양일 검사법으로 검사를 시행한 환자의 췌장 부분의 표준섭취계수 평균${\pm}$표준편차는 두부 $1.62{\pm}0.32$ g/mL, 체부 $1.57{\pm}0.37$ g/mL, 미부 $1.49{\pm}0.33$ g/mL, 비장은 $1.53{\pm}0.28$ g/mL였다. 당일 검사법으로 검사를 시행한 환자의 췌장은 두부 $1.65{\pm}0.35$ g/mL, 체부 $1.58{\pm}0.27$ g/mL, 미부 $1.49{\pm}0.28$ g/mL, 비장은 $1.66{\pm}0.29$ g/mL로 나타났다. 당일 검사법과 양일 검사법 간의 췌장과 비장에서의 표준섭취계수는 통계적으로 유의한 차이를 보이지 않았으며 (p<0.05), PET/CT 영상분석에서도 위양성으로 오인할 수 있는 높은 섭취는 보이지 않았다. 본 연구를 통해서 하루 동안 $^{11}C$-Acetate와 $^{18}F$-FDG PET/CT 검사를 시행하여도 $^{18}F$-FDG 영상에서 $^{11}C$-Acetate의 영향으로 인해 표준섭취계수의 과대평가가 일어나지 않는다는 것을 알 수 있었고 이는 표준섭취계수의 측정값을 통해 통계적으로 유의성을 확인할 수 있었다. 앞으로 $^{11}C$-Acetate가 상용화될 경우 $^{18}F$-FDG와 당일 검사법을 이용하여 간질환의 진단에 있어 PET/CT 검사의 진단능을 향상시킬 수 있고 위 결과를 토대로 두 방사성의약품의 간섭영향 없이 하루에 검사를 완료할 수 있으며, 대기시간을 단축하여 환자의 만족도를 높일 수 있을 것으로 사료된다.