• Journal of Korean Society for Quality Management
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• v.37 no.2
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• pp.1-11
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• 2009

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

• Journal of the Korea Safety Management & Science
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• v.15 no.2
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• pp.255-262
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• 2013

Due to the competition between the various professional events, it is imperative for the team's management to improve efficiency by removing the inefficiencies of the professional team in order to gain a competitive edge. This study use different Data Envelopment Analysis (DEA) models to measure the efficiency of professional sport organizations. In this mathematical-analytical study, this study first reviews the related literature to analyze the input/output variables. In the end, the variables were detected and the data for this study were gathered from the Korean Basketball League (KBL). While previous studies examine relative efficiency of Korean Professional baseball teams by using CCR model, this study fully utilize the DEA method to investigate Korean professional sports organizations' operating problem. Thus, this study propose full results of DEA analysis such as efficiency score (overall, technical, and scale efficiency), slacks in inputs and outputs of inefficient organizations, Malmquist index) As a result, this study provides not only the exact productivity information of a team and a way of improving a firm's productivity with a decision maker.

• Journal of Korean Society of Transportation
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• v.27 no.1
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• pp.63-71
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• 2009

The purpose of this paper is to identify unreliable routes in the view of users. After headway error ratio per route and travel time error ratio per route were calculated by using BMS data, reliability which incorporated two indicators each route was calculated through data envelopment analysis. Reliability among routes and among traffic zones was compared through the results, the needs to improve severely unreliable routes and to show passengers adjusted bus schedule information considering current reliability were suggested. As a future study, reliability evaluation framework of each route needs to be developed considering operation environment by analyzing bus card data (passengers and operation speed etc.) and pooly unreliable route should be managed strictly and reformed.

• Health Policy and Management
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• v.15 no.2
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• pp.53-69
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• 2005

This study has two different objectives. First of all is to comparing results of size efficiency scoring on Public Corporation Medical Center(PCMC) by years of 1993, 1997 and 2003 using Data Envelopment Analysis (DEA). The second is to explore the relationship between revenue and PCMCs' efficiency score, and the relationship between expenses and the efficiency score in 2003. The average efficiency scores were significantly decreased by years of 1993, 1997 and 2003. The revenue per bed(revenue) in 2003 was smaller than the expenses per bed(expenses) in 2003, therefore PCMCs had deficits in 2003. The expenses was negatively related to the efficiency score. Therefore its means was that improving efficiency score decreased expenses. Contrarily, the revenue had any significant relation to the efficiency score. PCMC needs to various endeavors to improve their productivity and efficiency. One of the alternatives is reduce of work load through integration of PCMC and development of new performance index reflecting their situation and future direction.

• Journal of Information Technology Services
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• v.16 no.4
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• pp.1-13
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• 2017

This study examines how specific technology from Information and Communications Technology (ICT)-which plays a critical role in increasing productivity by promoting a spread of technology across the society though the use of big data, mobile or wearable devices-impacts of the productivity of society and productivity of added values, respectively. The impact of technology was studied from the perspective of efficiency levels of input. In order to provide an analysis, we have categorized ICT into 16 specific technologies and have set the number of companies and number of employees each as an input factor while setting the respective output and the output of added values as an output factor. Afterwards, we have applied data envelopment analysis (DEA) which is a form of nonparametric frontier analysis and measured the productivity and efficiency of added values for each technology. According to the analysis results, there were 2 technologies by the CRS standards, and 3 technologies by the VRS standards that showed relative efficiency levels. We have also presented some efficiency improvement strategies for specific technologies that revealed relative inefficiency and offered a reference set and projection point. In addition, we provide an analysis on scale efficiencies (SE), diminishing returns to scale (DRS), and increasing returns to scale (IRS) of each ICT.

• Journal of Home Health Care Nursing
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• v.19 no.1
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• pp.11-18
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• 2012

Purpose: The aim of this study is to evaluate the efficiency of the outpatient clinics in a hospital, using DEA. Methods: Data were collected using an activity-based costing system, medical information system, and annual reports of customer satisfaction management team of a general hospital in a city. The input variables were the number of doctors, the number of nurses, and the number of staffs. The output variables were the number of treatment times, the number of outpatient clinic patients, the total profits from outpatient clinic, the patient's satisfaction score, and the number of re-visit appointments. EMS Window version 3.1 was used to measure the efficiency score and benchmarking analysis. Results: The average efficiency score of 24 outpatient clinics was about 82.01%. Thirteen outpatient clinics had 100% efficiency score among them. The lowest efficiency score was 57.56%. Conclusion: According to these results, we found that, generally, outpatient clinics were operated very efficiently. However, some outpatient clinics had low efficiency and they needed specialized outcome improvement strategies. To increase the efficiency of inefficient outpatient clinics, we will recommend using results of DEA, as a benchmark point of the most efficient outpatient clinics.

• Journal of Korea Society of Digital Industry and Information Management
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• v.14 no.3
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• pp.115-125
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• 2018

In order to examine the ways to improve the efficiency of R&D investment, this paper presents analysis on both quantitative and qualitative efficiency of R&D projects. As Korea's R&D investment has significantly increased in recent years, the efficiency of R&D investment has attracted attention. In this paper, a Data Envelopment Analysis(DEA) method is used to construct models for quantitative efficiency and qualitative efficiency analysis. Based on a cases of agricultural R&D projects of Korea, the efficiency of national R&D projects were analyzed and their quantitative and qualitative efficiencies are compared. As a result, statistically significant difference between quantitative and qualitative efficiency was found. Also, characteristics of Decision Making Units(DMUs) which can influence both quantitative and qualitative efficiency were identified. In particular, the stage of a R&D project has significant impact on R&D efficiency. This study suggests that in order to enhance R&D efficiency both quantitative and qualitative nature of outputs should be considered when measuring R&D efficiency.

• Health Policy and Management
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• v.10 no.4
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• pp.75-98
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• 2000

This study applied Data Envelopment Analysis(DEA) and Ratio Analysis and Regression Analysis to a set of Korean Public Corporation Medical Centers to evaluate their relative human resource efficiencies. The output measure used in this study was based on health insurance system which was used in both in-patient departments and out-patient departments. Inputs included working time of the doctors, nurses, technicians, and managerial department staff. Based on the data provided on the inputs and outputs, the analysis showed 23 of the 34 hospitals to be relatively inefficient. Each hospital with an efficiency rating of less than 1 was considered relatively inefficient. In addition, managerial strategies based on dual variables were constructed to indicate the manner In which inefficient hospitals may be made efficient. A subsequent analysis of t-test revealed that the bed occupancy rate, medical revenue per 100beds, value added revenue per staff, medical revenue per staff were statistically significant. The results of this study suggest the DEA is a promising tool for evaluating relative human resource efficiency in hospitals which have multiple inputs and outputs and where the efficient production function is not specifiable with any precision. But it is considered that efficiency evaluations may be most effective]y accomplished by Incorporating a combination of methodologies such as ratio analysis and regression analysis.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2008.10b
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• pp.316-321
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• 2008

In the present emerging global economy, as the focus is shifted from manufacturing to service sector, the efficiency of service operations is crucial for the county's sustainable growth and development. As one of the fastest growing service sector industries in South Korea, the call center has become an inevitable part of customer service for most companies. Despite of the strategic importance of the call center, there has been no empirical study on the efficiency of call center service operations in the literature. The main purpose of this study is to evaluate the technical efficiency of call center services so as to not only identify the current status of call center service operations, but also suggest ways to improve service operations efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to domestic call centers in order to compare their relative efficiency. Based on DEA evaluations, we provided specific directions for the inefficient call centers to possibly improve their operation efficiencies. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, service operations management, and the productivity analysis of service personnel.

• Journal of the Korean Society of Marine Environment & Safety
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• v.13 no.2 s.29
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• pp.155-160
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• 2007

This paper aims to evaluation of order for allocation of rescue unit using Analytic Network Process. For evaluation, in this paper, assess about person, ship and environment related risk by fuzzy logic and AHP(Analytic hierarchy Process). Also, quantity and quality operation efficiency assess by DEA(Data Envelopment Analysis) and Liquate scale. finally total weight calculate by ANP. At the result, Rescue Units of MP, YS RCC/RSC is order higher. Thus, it needs to have more rescue ships and rescue devices for relieving the risk in the future.