• Journal of the Korea Safety Management & Science
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• v.8 no.2
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• pp.103-114
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• 2006

Today the usage of DB already becomes an important issue for many companies' survival. Especially, the companies which have adopted CRM could not gain the return to be expected because of the lack of understanding about the relationship with customers. Professor Schmitt introduced 'the complete CEM(Customer Experience Management) model', but no specific methodology for analysis was introduced. Therefore, in this study we use HOQ, GA, and ANP to build 'the complete CEM model' and present the integrated CEM model based on the integrated analytic process to help the company's decision about the stage to be begun first out of 5 stages of CEM and the priorities of investment in customer experiences.

• Journal of Fashion Business
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• v.6 no.5
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• pp.136-150
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• 2002

In this study, we proposed a method to be standing customers as the supporting system for the improvement of fashion garment industry which was the marginal growth getting into full maturity of market. As for the customer creation method of Fashion garment company is developing a marketing program to be standing customer as customer scoring to estimate a existing customer‘s buying power, and figure out minimum fixed sales of company to use a future purchasing predict. This study was a result of data from total sixty thousands data to be created for the 11 months from september. 2000 to July. 2001. The data is part of which the company leading the Korean fashion garment industry has a lot of a customer purchasing history data. But this study used only 48,845 refined purchased data to discriminate from sixty thousands data and 21,496 customer case with the exception of overlapping purchased data among of those. The software used to handle sixty thousands data was SAS e-miner. As the analysis process is put in to operation the analysis of the purchasing customer’s profile firstly, and the second come into basket analysis to consider the buying associations for Association goods, the third estimate the customer grade of Customer loyalty by 3 ways of logit regression analysis, decision tree, Artificial Neural Network. The result suggested a method to be estimate the customer loyalty as 3 independent variables, 2 coefficients. The 3 independent variables are total purchasing amount, purchasing items per one purchase, payment amount by one purchasing item. The 2 coefficients are royal and normal for customer segmentation. The result was that this model use a logit regression analysis was valid as the method to be estimate the customer loyalty.

• Journal of the Korean Society for Precision Engineering
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• v.27 no.11
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• pp.63-71
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• 2010

FormFactors is one of the most critical design factors in early development of mobile phone, and proper selection of FormFactors is necessary for smoothness of product development and customer satisfaction. Especially, emergence of mobile convergence added so various functions besides its original call function that importance of selecting FormFactors has increased because multiform FormFactors are needed. However there is problem such as frequent change of decision making in existing process because established process picks out FormFactors sensibly and arbitrarily through idea pull and so forth. We proposed FormFactors selection process by Axiomatic Design, set approach method and block approach method for reasonable and systematical FormFactors selection. First of all, we set the purpose of mobile phone development, and it is examined by Axiomatic Design. FormFactors design matrix is deduced through this process, the numbers of axes and rails are proposed using set approach method, and then patterns of FormFactors are embodied by block approach method. Particularly process application was tried through case study of mobile phone development, and we ensured that new FormFactors can be presented to a designer by systematical verification if change of customer requirements occurs through our process.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.9_10 s.146
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• pp.1285-1294
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• 2005

This study was fulfilled in the purpose of proposing construction strategies of Internet shopping-mall through the analysis of consumer moving line in Internet shopping-mall. This study was executed in two stages: theoretical study, qualitative study. In the theoretical study, hypothetical Internet shopping behavior model were constructed. Five internet shopping behavior types of apparel : purchase, searching purchase, prepurchase deliberation, information accumulation, opinion leadership and recreation were constructed. Next, consumer decision process were extracted from previous studies and a hypothetical internet shopping behavior model was constructed on the base of consumer decision process and Internet shopping behavior types. And then, through the qualitative study, Internet shopping behavior types were identified and hypothetical model was confirmed after adjustment. For qualitative study, 30 subjects were sampled by focus sampling and investigated by in-depth interview and observation. Seven internet shopping behavior types of apparel were found by the qualitative study: cautious purchase by price comparison, searching purchase, special low price purchase, impulse purchase, prepurchase deliberation, information accumulation and recreation-oriented. On the base of these behavior types, Internet shopping behavior model was adjusted and completed. Finally, according to the results of this study, Internet shopping construction methods that made customer's loyalty high and marketing strategy of Internet shopping-mall were proposed.

• Industrial Engineering and Management Systems
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• v.10 no.4
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• pp.272-278
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• 2011

Decision tree as a classification tool is being used successfully in many areas such as medical diagnosis, customer churn prediction, signal detection and so on. The main advantage of decision tree classifiers is their capability to break down a complex structure into a collection of simpler structures, thus providing a solution that is easy to interpret. Since decision tree is a top-down algorithm using a divide and conquer induction process, there is a risk of reaching a local optimal solution. This paper proposes a procedure of optimally determining thresholds of the chosen variables for a decision tree using an adaptive particle swarm optimization (APSO). The proposed algorithm consists of two phases. First, we construct a decision tree and choose the relevant variables. Second, we find the optimum thresholds simultaneously using an APSO for those selected variables. To validate the proposed algorithm, several artificial and real datasets are used. We compare our results with the original CART results and show that the proposed algorithm is promising for improving prediction accuracy.

• Journal of Korean Institute of Industrial Engineers
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• v.21 no.3
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• pp.345-356
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• 1995

The aim of this paper is to analyze the batch service queueing model M/M(a, b ; ${\mu}_k/1$) under general bulk service rule with mean service rate ${\mu}_k$ for a batch of k units, where $a{\leq}k{\leq}b$. This queueing model consists of the two-dimensional state space so that it is characterized by two-dimensional state Markov process. The steady-state solution and performane measure of this process are derived by using Matrix Geometric method. Meanwhile, a new approach is suggested to calculate the two-dimensional traffic density R which is used to obtain the steady-state solution. In addition, to determine the optimal service initiation threshold a, a decision model of this queueing system is developed evaluating cost of service per batch and cost of waiting per customer. In a job order production system, the decision-making procedure presented in this paper can be applicable to determining when production should be started.

• Journal of the Korea Safety Management & Science
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• v.2 no.3
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• pp.27-36
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• 2000

The Robust Design method uses a mathematical tool called orthogonal arrays to study a large number of decision variables with a small number of experiments. It also uses a new measure of quality, called signal-to-noise (S/N) ratio, to predict the quality from the customer's perspective. Thus, the most economical product and process design from both manufacturing and customers' viewpoints can be accomplished at the smallest, affordable development cost. Many companies, big and small, high-tech and low-tech, have found the Robust Design method valuable in making high-quality products available to customers at a low competitive price while still maintaining an acceptable profit margin. A study to analyze and solve problems of a biochemical process experiment has presented in this paper. We have taken Taguchi's parameter design approach, specifically orthogonal array, and determined the optimal levels of the selected variables through analysis of the experimental results using S/N ratio.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.41 no.3
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• pp.145-153
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• 2018

Taguchi regarded the concept of quality as 'total loss to society due to fluctuations in quality characteristics from the time of supplied to the customer.' The loss function is a representative tool that can quantitatively convert the loss that occurs due to the deviation of the quality characteristic value from the target value. This has been utilized in various studies with the advantage that it can change the social loss caused by fluctuation of quality characteristics to economic cost. The loss function has also been used extensively in the study of producer specification limits. However, in previous studies, only the second order loss function of Taguchi is used. Therefore, various types of losses that can occur in the process can't be considered. In this study, we divide the types of losses that can occur in the process considering the first and second loss functions and the Spiring's reflected normal loss function, and perform total inspection before delivering the customer to determine the optimal producer specification limit that minimizes the total cost. Also, we will divide the quality policy for the products beyond the specification limits into two. In addition, we will show the illustration of expected loss cost change of each model according to the change of major condition such as customer specifications and maximum loss cost.

• Journal of Korea Society of Industrial Information Systems
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• v.26 no.6
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• pp.81-96
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• 2021

This study examines the importance of factors that influence the online platform selection decision to support operational optimization strategies. For the research purpose, we first reviewed previous studies on service encounters and identified those factors that have been proven important for using online platforms. Second, this study analyzed the factors that customers perceived as important based on analytical hierarchy process (AHP) of the data we collected from 10 mobile or computer-based Internet users. The study results revealed that the important factors for the online platform selection were in the following order: product diversity (27.4%), ease of use (21.5%), brand credibility (18.1%), interactions with the service provider (17.7%), and ease of accessibility (15.3%). The study provides useful insights to online platform service providers in developing strategies for customer-focused value creation.

• Korea Journal of Hospital Management
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• v.15 no.3
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• pp.143-169
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• 2010

This is a case study of Seoul St. Mary's Hospital applying a real-time enterprise (RTE) strategy to improve customer satisfaction and operational efficiency with the main process of medical institutions. The hospital is applying an RTE strategy to get real-time information on occurrences at each contact point of the main process of the medical institution from reservation to discharge through dashboard and to resolve issues through rapid decision-making. The RTE strategy of the hospital has some summaries: First, the hospital has linked a hospital management strategy to the RTE strategy to build a patient-centered treatment process. Second, the hospital has operated a control tower for change management and implementation monitoring in the process of implementing the RTE strategy. Third, the hospital has built systematic RTE-based environment as an application program in which the nU System is linked to Business Processor Renovation (BPR) promoted from 2006 on. Fourth, the hospital is applying a strategy to improve efficiency in operating the hospital by increasing customer satisfaction, removing inefficiency and variability, and managing medical resources efficiently through the RTE strategy. Fifth, it has established an information-sharing system through authority management for each user in terms of RTE information. Sixth, it has supplemented limitations of short-term information of the RTE strategy by linking the key performance index to the cost information system in order to improve performance of the RTE strategy. Seventh, it has improved customer satisfaction and achieved higher performance in improving operational efficiency, as compared with rival hospitals, through the RTE strategy.