• Journal of the Korea Safety Management & Science
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• v.15 no.1
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• pp.217-229
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• 2013

As customers' demands for diversified small-quantity products have been increased, there have been great efforts for a firm to respond to customers' demands flexibly and minimize the cost of inventory at the same time. To achieve that goal, in SCM perspective, many firms have tried to control the inventory efficiently. We present an mathematical model to determine the near optimal (s, S) policy of the supply chain, composed of multi suppliers, a warehouse and multi retailers. (s, S) policy is to order the quantity up to target inventory level when inventory level falls below the reorder point. But it is difficult to analyze inventory level because it is varied with stochastic demand of customers. To reflect stochastic demand of customers in our model, we do the analyses in the following order. First, the analysis of inventory in retailers is done at the mathematical model that we present. Then, the analysis of demand pattern in a warehouse is performed as the inventory of a warehouse is much effected by retailers' order. After that, the analysis of inventory in a warehouse is followed. Finally, the integrated mathematical model is presented. It is not easy to get the solution of the mathematical model, because it includes many stochastic factors. Thus, we get the solutions after the stochastic demand is approximated, then they are verified by the simulations.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.7
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• pp.1220-1231
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• 2010

This study examined customer misbehaviors in retail settings by identifying behavioral patterns and exploring behavioral backgrounds and consequences from the employee's perspectives. Qualitative data were collected from an individual interview method, and 222 interviews were analyzed. Customer misbehavior was categorized into unethical returns, problem behaviors in service encounters, unreasonable demands, shoplifting/fraud, ill-mannered behaviors, and selfish behaviors. Behavioral backgrounds included dissatisfaction, unreasonable expectations, actively benefiting of service failures, taking advantage of service standards, illegitimate complaints, monetary gains, transferring responsibility, and demanding special treatment. Employees experienced stress facing misbehaving customers with no other choice except to accept misbehaviors and learned misbehaviors as customers themselves. The study further discusses the implications.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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• v.21 no.4
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• pp.45-52
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• 2007

Electric power is an important element in any modern economy. The availability of a reliable power supply at a reasonable cost is important for the economic growth and development of a country. Electric power utilities throughout the world therefore strive to meet customer demands economically with high quality and reliability. As the power industry moves towards open competition, therefore, there has been a call for a methodology by which to evaluate power system reliability through the use of customer interruption characteristics. This paper presents the results of an investigation and analysis of interruption characteristics of an industrial customer in Korea. This study used a direct visit survey to determine the investigation and analysis of electric service quality and the characteristics of industrial customers in Korea. A customer survey conducted throughout Korea via personal interviews of 660 sample customers is presented here. Variation according to characteristics of interruption such as duration, time of day, frequency and day of interruption was also investigated

• CDE review
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• v.4 no.2
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• pp.30-35
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• 1998

Recently, many enterprises wish to preoccupy competitive positions in the market by motivating themselves towards CALS(Commerce At Light Speed) and try hard to achieve system implementation with the use of new concept-based backbone systems such as ERP(Enterprise Resource Planning) or PDM(Product Data Management). However, unfortunately there is an inevitable discrepancy during implementation period between package vendors and customers due to lack of clear methodology and misunderstanding about system. In some cases, consensus on partially verified system design invokes customers'continuous change demands and often it tends to result in unnecessary project delays. PDM application system implementation project of the company L has been studied here to solve these sorts of problems. The major yields of this work are achievement of a willing approval from customers and rapid system design under a time-limited and conceptually defined project scope and finally, through fully verified system design, we were able to reach successful system implementation.

• Journal of the Korea Safety Management & Science
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• v.19 no.4
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• pp.221-230
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• 2017

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

• Journal of the Korean Operations Research and Management Science Society
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• v.30 no.4
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• pp.45-60
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• 2005

We consider a vehicle routing problem with time window and dock capacity constraints (VRPTD). In most traditional models of vehicle routing problems with time window (VRPTW), each customer must be assigned to only one vehicle route. However demand of a customer may exceed the capacity of one vehicle, hence at least two vehicles may need to visit the customer We assume that each customer has Its own dock capacity. Hence, the customer can be served by only a limited number of vehicles simultaneously. Given a depot, customers, their demands, their time windows and dock capacities, VRPTD is to get a set of feasible routes which pass the depot and some customers such that all demands of each customer are satisfied Since VRPTD is NP-hard, a meta-heuristic algorithm is developed. The algorithm consists of two Procedures : the route construction procedure and the route scheduling procedure. We tested the algorithm on a number of instances and computational results are reported.

• Journal of Korean Society for Quality Management
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• v.44 no.2
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• pp.451-466
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• 2016

Purpose: This study was to identify customers' demands in railway services system and then to seek the way to satisfy the customer expectations. Methods: We suggest a Quality Function Deployment(QFD)-based approach comprised of three stages. In first stage, SERVPERF survey was carried out to assess current positions of customer expectations in the market. Then, factor analysis was incorporated into SERVPERF to classify customer expectations for the house of quality. In the second stage, the analytic network process was used to prioritize the importance of the customer attributes. Finally, QFD was performed utilizing customer attributes and their weights. Results: The QFD identified the most important customer expectations as: accident prevention, swift reaction to accident, on-time arrivals and departures of the train. It also shows that driving capability, equipment for safety, and training for disaster are the most critical technical requirements. Conclusion: The results are useful for identifying the customers' demands in railway services systems, and they can contribute to the service quality and customer satisfaction.

• Journal of the Korean Society of Costume
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• v.61 no.4
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• pp.92-102
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• 2011

This study researches the current status of shrouds and analyzes the current status of the Hanji shrouds and sets its goal on suggesting the direction for a futuristic shroud design, suitable for the changing funeral culture. For this, the characteristics of traditional shrouds were studied, standard shrouds' and Hanji shrouds' current statuses were researched and analyzed to suggest the development diretion for design of Hanji shrouds. The results of the research showed that the Hanji shrouds are superior in cremation and burial, and the design expressions were more effective. Also the previously established shrouds were shown to have an increase in value through use of different materials, changing designs through various patterns, or through the added symbolic value. Thus the direction of shroud development designs based on the advantages of Hanji have been drawn out to as follows: First, traditional shrouds used the ceremonial dresses, such as official uniforms or wedding dresses, from the Tang dynasty which made it multicolored. Afterwards colors were limited with the use of hemp clothes shrouds but with the appearance of Hanji shrouds, the possibility for mulitcolors and patterns became larger. Second, Hanji is superior in its expression of colors and patterns, making designs with symbolic sides such as religion possible, to meet the demands of the customers. Third, Hanji shrouds are more environmentaly friendly than the standard shrouds in cremation and burial, and it presents a much better image of shrouds for the future society. Such development of Hanji shrouds design developments satisfies the distinct and gentrified demands of the customers and it looks to be able to suggest an opportunity for environmentaly friendly actions while preparing itself for the chaning market demands and values.

• Knowledge Management Research
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• v.19 no.1
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• pp.147-174
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• 2018

Recently, firms have been putting forth significant efforts to fulfill various demands and high expectations of customers. The role and importance of customer centers as a direct contact point for customer relationship management are more emphasized than previously. A customer center draws attention as a new alternative to secure corporate competitiveness as it contributes to sales increase, being in a position to satisfy customers' needs by ensuring customers' access to information. A customer center is an aggregation of various information and communication technologies. In particular, a voice recognition/analysis technology based on big data can elaborate customer services further, enhance customer satisfaction, and trigger constant interactions with customers. A customer center can be transformed to a hub of customer knowledge and the embodiment of business intelligence in the front line of business. This article is a case study on how the customer center of the K life insurance company regarding customer center operation collects and analyzes customer information and how it has established its voice recognition/analysis system based on big data to improve customer experience management. Factors affecting the successful introduction and implementation of voice recognition/analysis system to a firm, are examined.

• The Korean Journal of Franchise Management
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• v.1 no.1
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• pp.87-103
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• 2010

Today, banks offer banking services to a large number of customers by a branch network spread all over the nation. The quantity and quality of services are advanced by fierce competition in their field. So they are attracting customers based on high confidence in the financial industry. In spite of these developments, the retail bank market currently does not satisfy customers demands and various desires. In this research, the problems with banking services were observed. It was proposed that the banking services apply a franchise business model. First, this proposal will reduce the business expenses by collaborating profits with head office of banks and affiliates. Second, it will offer greater satisfaction to the customers. Through the mutual collaboration with head office of banks and affiliates in this proposal, it is anticipated that banks will reduce their business expenses and improve services for customers by offering convenient and fast banking services. It is also expected that the banks will expand and make up their weakness through increased profit and customers will be provided additional services.