• Journal of Korea Society of Industrial Information Systems
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• v.21 no.4
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• pp.95-110
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• 2016

The purpose of this study is to design a service encounter of a duty free shop using a blueprinting method. This case study analyzed differences between city-based and airport-based duty free shop and proposed a flow chart based on administration blueprinting of the duty free shop in South Korea. The paper presented process criteria based on administrative procedures of customers in city-based and airport-based duty free shop. The results of the study provided the cause of failure with waiting point of customer and customer service and suggested management plan to solve failure. Also, the study addressed more customer-oriented service delivery processes to improve service quality and customer satisfaction through waiting and failure points.

• The Journal of the Korea Contents Association
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• v.17 no.1
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• pp.270-286
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• 2017

Managing waiting experience is critical for providing service because waiting is an inevitable experience. We explored the factors which influence the waiting experience of the customers and the experience they face, in order to find out the meaning of waiting experience of the customer. As a result, we investigated a holistic sequence divided into four stages. When the customers wait for the service, perceived time would be increased by Zeigarnik effect. How long the customers feel when waiting is largely affected by a gap between waiting time and the perceived time, rather than the perceived time itself. Furthermore, the customers showed a tendency to have hard time immersing in the media due to considering others. Additionally, we could find that waiting time after giving an order is relatively more important than the waiting time before the order. Based on the results, the service provider should convey a feeling of completion by fitting the end point of the media to the point when the customer receives the service. In addition, high predictability needs to be offered for the customers in order to predict the exact waiting time. Finally, the customers should feel as if they take the initiative during waiting time.

• Journal of the Korea Safety Management & Science
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• v.12 no.2
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• pp.225-230
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• 2010

The purpose of the study was to apply and to expand the six sigma to reduce waiting times for computed tomography (CT) examination which manipulated by the department of radiology. It was preceded by DMAIC (Define, Measure, Analyze, Improve, and Control). In the stage of definition, it wereselected for total 5 critical to quality (CTQ), which were the kindness, the waiting time, the examination explanation, the waiting day and the waiting stand environment, that increased the reserved time of CT examination. In the stage of measurement, the number of examinations and of reservation waiting days performed and resulted in final CTQ(Y) which measured each 1.68 and 1.85 sigma. In the stage of analysis, the examination concentrated on morning time, non-scheduled examination of the day, the delayed time of booking, frequent telephone contacting and equipment malfunction were determined as variable key causes. In the stage of improvement, it were performed with expansion of the examination in the morning time, integration of laboratories that used to in each steps, developing the ability of simultaneous booking schedule for the multiple examinations, developing program of examination request, and the customer management team operations. For the control, the number of examinations and reserved waiting days were measured each 3.14 and 1.13 sigma.

• Proceedings of the KSR Conference
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• 2008.11b
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• pp.1881-1888
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• 2008

As the ticket issuing methods have been diversified for the convenience of the passengers such as ticketless service(SMS ticket, e-ticket, home ticket), automatic ticket issuing machine and consignment ticket sale, maintaining the current number of ticket booth has been becoming a issue. Too many booth can cause the inefficiency of the cost of labor. According to the Charter of Customer Service of Korail, on the other hand, 95% of passengers have to purchase a train ticket within 5 minutes. This study was designed to present a decision making model for the optimum number of ticket booth which can affect an efficient operation of train station and improvement of customer convenience. And, this paper shows the proper manpower of ticket booth and the change of customer waiting time by analyzing the arrival and ticket issuing time of passengers based on 'Queueing Theory'. However, it is insufficient to be generalized due to some limitations of analysis. This study will contribute to improve customer satisfaction by reducing the waiting time at the ticket booth. In addition, presenting the optimum number of booth is expected to have an effect on the increase of productivity and cost savings.

• The Journal of the Korea Contents Association
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• v.11 no.7
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• pp.219-224
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• 2011

To improve medical service and customers' satisfaction by reducing actual waiting time for medical inspection by personalized examination guidance contents (PEGC) linked with medical information system (MIS). The suggested PEGC was completed with preparing transmission for data and PEGC by using transmission control protocol internet protocol (TCP/IP) which can be built up creditable data transmission service. When patient signal event appeared in MIS while the communication was in standby, the ID and data of the customer were shown as text and image on monitors in waiting room. Guiding inspections, steps of examination, and undressing information extracted from the PEGC was also shown to the appropriate patient. After installation of the suggested PEGC, we rechecked satisfaction rates of 60 customers who visited the hospital with a same method as initial survey. The results of this study suggest that 3.6 point of waiting time satisfaction index were improved, after installation of the suggested PEGC, as 4.6 point.

• Journal of Nutrition and Health
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• v.31 no.8
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• pp.1347-1354
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• 1998

The purposes of this study were to : (a) anlayze wating time, service rate, arrival rate, and coustomer expectations/satisfaction in cafeteria business foodservices and (b) identify the differences in those factors between foodservices by menu managmenet systems. The samples were two business foodservices operated by contract management in Seoul. The queue, laptime , service rate, and arrival rate were measured at each foodservice by stopwatch observation. The menu type, delivery system, number of meals served , servide time, and turnover rate of each foodservic was investigated. Questionnaires were developed to survey customer expectations and satisfaction. Satistical data analysis was completed using the SAS package programs for descriptive analysis and t-test. The mean waiting time of island type dafeteria system with separte set -menu was shorter than that of the other. In both foodservices, arrival rates were not significantly different from one another , but sevice rates were significnatly high in dafeteria menu systems. The peak time of the queue was found out at combination set menu line. The separate set menu line had a higher servide rate than the combination set menu line. The mean waiting time of the island type cafeteria line was shorter than that of the straifth type . At the straight type dafeterial line, both arrival rate and service rate were higher than those of island-type. The results of this study suggested that a separate set-menu would be more desirable than a combination set-menu in case of providing set menu with cafeteria menu.

• Proceedings of the Safety Management and Science Conference
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• 2005.11a
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• pp.511-515
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• 2005

기업은 고객이 원하는 시기에 원하는 제품을 구매할 수 있도록 항상 준비가 되어 있어야 한다. 고객의 수요를 만족시키기 위하여 기업은 다양한 수요예측방법을 통하여 적절한 재고 수준과 수요예측을 하고 있다. 제조 기업의 경우에는 다른 산업에 비하여 정확한 수요예측과 낮은 재고 수준의 유지가 비용과 직접적인 연관이 있기 때문에 제조 기업은 경제적인 주문량 결정(Economic Order Quantity: EOQ)이 매우 중요한 문제이다. 주문량을 결정하는 방법에는 여러 가지가 있지만, 본 논문에서는 고객 지연을 방지하기 위하여 경제적 주문량 결정에 고객 지연과 관련된 비용을 포함시키는 것은 물론 고객 지연이라는 상황을 방지하는 노력의 한 방법으로 가격 할인(discount system)을 이용하고자 한다. 가격 할인을 이용하여 고객으로 하여금 빠른 주문을 유도하고 그로 인하여 고객 지연 상황의 발생을 줄여보려고 한다.

• Proceedings of the KSR Conference
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• 2010.06a
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• pp.2069-2075
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• 2010

The broadcasting system for the customer safety and conveniency is one of the important convenience facilities taking charge of customer guidance, emergency situation broadcasts for the people waiting at the platform, waiting lounge and train approaching broadcasts. To maintain this broadcasting facility local management control system(LMC) is needed. LMC observes operation status of the facility components which is set up at station and the observation results are confirmed through out remote management PC installed in the jurisdiction branch office. The staff only observes and confirms the errors of the electrical power source at broadcasting facility components accordingly the real mechanical troubles are detected by on-the-spot survey. this paper deals with existing broadcasting system only acting as a simple observation function and the research of LMC function extension which controls, monitors and tests broadcasting facility.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.29 no.3
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• pp.70-78
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• 2006

제조업에서는 보다 합리적으로 생산량을 결정함으로써 고객에 대한 납기 준수는 물론, 기업 내부의 비용을 감소시키기 위한 노력을 끊임없이 하고 있다. 합리적인 생산량의 결정은 기업 내적으로는 낭비를 제거하고, 생산 흐름의 안정성을 유지하여 주며, 기업 외적으로는 공급사슬 전체의 자재흐름을 원활히 해주고 고객의 기호 변화에 빠르게 대처할 수 있도록 한다. 이에 본 논문은 보다 높은 고객 만족도와 비용의 절감을 위해서 재고 유지비용과 생산준비비용만을 고려하는 기존의 생산량 결정 모형에 고객의 대기 비용을 추가한 다품목 경제적 생산량 모델을 제시하였다.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.14-19
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• 2006

This study examined the effect of waiting in a service queue on the evaluation of service quality focused on its overall process, mediators and moderators The conceptual model of this paper integrates key variables derived from previous studies of consumer waiting behavior. Data obtained from actual customers in service queue at a hospital was used to test the theoretical framework. First, results from the path analysis confirm that negative affect and acceptability of the wait function as mediators in the process that the perceived duration of the wait affects customer's evaluation of overall service quality. Second, the analysis of the data, with the use of moderate regression shows that disconfirmation of wait time expectations, transaction importance, stability of wait time and wait environment work as moderate variables for the relationship between perceived duration of wait and negative affect. For the relationship between perceived wait time and acceptability of the wait, on the other hand, only transaction import ante shows a significant effect as a moderator.