• 한국건설관리학회:학술대회논문집
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• 한국건설관리학회 2007년도 정기학술발표대회 논문집
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• pp.463-468
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• 2007

건설 프로젝트는 다양한 이해관계자들이 참여하기 때문에 당사자들 간의 분쟁이 발생하기 쉬우며, 이러한 분쟁은 프로젝트 참여자들에게 있어 매우 중요한 사안이다. 최근 클레임의 제기가 증가하고 있지만, 클레임의 상당수가 청구한 금액에 대한 보상을 제대로 받지 못하고 있다. 이처럼 제기된 클레임이 목적을 달성하지 못하는 가장 큰 원인에는 건설 프로세스 진행 중 클레임에 대비한 관리가 제대로 이루어지지 않는 점이다. 불가피한 클레임에 대해서는 부당하게 피래를 입은 이해관계자가 적절한 보상을 받도록 미리 대비책을 마련하는 것이 필요하다. 그러므로 현장에서 실무자들에 의해 수행되는 관리 업무들이 어떤 것들이 있고 그 업무들이 클레임과 어떤 관련이 있는지를 파악하는 것은 매우 중요하다. 본 연구의 목적은 클레임 핵심관리요인과 관련 있는 관리 업무의 분석을 통해 효과적인 클레임관리방안을 제안하는 것이다.

• Industrial Engineering and Management Systems
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• 제7권3호
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• pp.214-227
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• 2008

Today's dynamic competitiveness requires an organization to improve its performance measurement and management. Quality Management Systems (QMS) abound, the main ones being: ISO series, Malcolm Baldridge National Quality Award (MBNQA), European Forum for Quality Management (EFQM), Six Sigma Business Scorecard and the Balanced Scorecard. Based on the literature, the IPMMM (Integrated Performance Measurement and Management Model) identified 7 key synthesized factors: leadership, strategy management and policy, customer and market, learning and growth, partnership and resources, internal processes and business results that are employed to investigate the key performance indicators of a car assembler using the Delphi methodology. In the 2 rounds of Delphi panels consisting of 20 senior management personnel, the $1^{st}$ round of 198 indicators in the IPMMM yielded 90 indicators. The $2^{nd}$ round yielded 43 performance indicators with 18 rated as critical based on the % assigned in the $1^{st}$ and $2^{nd}$ priority rating of "very important factor" and "key performance indicator" that must be ranked high on both of the priorities. The very critical indicators appeared to be: defect percentage and first time capability (tie in $1^{st}$ place) and revenue, goal setting, customer satisfaction index, on-time delivery, brand image, return on investment, Claim Occurrence Ratio, and debt being ranked from $3^{rd}$ to $10^{th}$. It can be surmised that an organization can identify and develop an appropriate set of performance indicators through the Delphi methodology and implement and manage them based on the Balanced Scorecard.

• 한국건설관리학회:학술대회논문집
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• 한국건설관리학회 2006년도 정기학술발표대회 논문집
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• pp.301-304
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• 2006

국제적으로 자유무역협정(FTA)에 따른 건설시장의 개방으로 인해 계약상의 권익 주장이 일반화되고 있으며 계약당사자들 간의 분쟁이 빈번히 발생하고 있다. 건설산업의 계약조건은 타 산업과는 다른 특수성을 지니므로 각 공사별로 공종, 환경, 주변 여건 등의 특성을 판단하여 별도의 계약 조건을 설정해야 한다. 국내에서도 공사규모의 증대와 복합기능의 요구에 따라 Design-Build의 발주가 확대되고 있으나 이에 적합한 계약규정이 정해져 있지 않고, 일반공사에서 사용되는 공사계약 일반조건의 일부규정에만 따르고 있어 설계변경 시 여러 가지 클레임 요인들이 발생하고 있는 실정이다. 건설시장 개방이라는 현안을 능동적이고 효과적으로 대처하기 위해서는 국제기준에 부합되는 설계변경 관련 건설 계약규정 및 제도 개선이 요구되므로, 본 연구에서는 이를 위한 객관적이며 합리적인 설계변경 클레임 발생요인의 유형분류와 분석을 통하여 정성적인 클레임요인들을 정량화시켜 D/B사업단계별 설계변경 관련 클레임의 주 요인에 대한 구체적인 분쟁 대응방안을 제시하였다.

• 대한지역사회영양학회지
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• 제10권6호
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• pp.905-919
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• 2005

This study raised the necessity of developing performance indicators for measuring the management efficiency and effectiveness of school food service, and as a means of helping its implementation, a balanced score card (BSC) approach developed by Norton and Kaplan was adopted. This study established BSC in seven phases through literature: Phase 1 Defining a school food service and the scope of working activities, Phase 2 Establishing the vision of a school food service, Phase 3 Setting strategic goals, Phase 4 Identifying critical success factors (CSFs), Phase 5 Developing Key Performance Indicators (KPIs), Phase 6 Extracting cause and effect relationship, and Phase 7 Completing a preliminary BSC. The preliminary BSC was fumed into a survey, which was administered to food service related people working at the Office of Education and School Food Service including 16 offices,209 dietitians, 48 school administrators both from self-operated and contract-managed, and 9 experts in areas related to school food service. They were asked questions about strategies from 4 different perspectives,12 CSFs, 39 KPls, and the cause and effect relationships among them. As a result, among the CSFs based on 4 different perspectives, all factors other than ' zero sum on profit/loss ' from the financial perspective turned out to be valid. In terms of KPIs, manufacturing cost percentages, casualty loss count/reduction rates, school foodervice participation rates, and sales goal achievement rates were found to be valid from the financial perspective, while student satisfaction index, faculty satisfaction index, leftover ratio, nutrition educational performance count, index of evaluating nutrition education, customer claim count/reduction rate, handling customer claim count/reduction rate, and parent satisfaction index were found to be valid from the customers' perspective. Besides, nutritional requirement sufficient ratio, nutritional management score, food poisoning outbreak count, employee safety accident count, sanitary inspection assessment index, meals per labor hour (productivity index), computerization ratio, operational management index, and purchase management assessment index were also found to be valid from the perspective of internal business processes. From the perspective of innovation and learning, employee turnover ratio/rate of absenteeism, annual education and training count, employee satisfaction index, human resource management assessment index, annual menu-related customer feedback, food service information index for employees and parents/schools were also found to be valid. The significance of this study is to present indices for measuring overall performance of school lunch food service operations without putting any limitation on types of school food service management, and to help correctly assess the contribution of the current types of school food service management to schools and students. (Korean J Community Nutrition 10(6) : $905\∼919$, 2005)

• 한국건설관리학회논문집
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• 제8권1호
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• pp.78-86
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• 2007

건설사업 수행에서 정해진 공사기간은 가장 중요하게 이행 및 관리되어야 하는 것으로, 공정관리를 건설사업관리의 최우선으로 두고 있으나, 최근 공공건설사업, 특히 토목사업의 대부분에서 공사기간이 연장되고 있고, 그 비용 또한 막대하여 이에 대한 시급한 대책이 요구되고 있는 실정이다. 공사기간연장에 대한 예방 및 해결의 문제는 어제오늘의 문제가 아니라 오랜 시간 동안 많은 연구를 통하여 그 문제점과 해결방안을 제시해 왔다. 그러나 문제점의 근본이 되는 공기연장사유에 대한 연구가 없었다. 이는 공기연장예방과 해결의 핵심으로서 이에 대한 구체적인 분석이 없이는 관리 및 해결방안은 형식적일 수밖에 없음은 자명하다. 사업의 특성에 따라 관련 RISK는 다르고, 연장사유 역시 사업특성에 따라 동일하지 않음이 분명한 바, 본 연구에서는 공종별 특성, 계약유형별 특성, 사업수행주체별 특성, 계약조건상의 특성 등을 비교하여 그 상이함을 도출하였고, 이는 공기연장예방 및 클레임해결과 연관하여 중점사유 대상선정, 사전적 관리 및 해결방안 도출 등의 연구에 기여할 수 있을 것이다.

• 한국건설관리학회논문집
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• 제9권1호
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• pp.107-117
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• 2008

국내 건설산업은 해외 시장에서 경쟁력을 높이기 위해 각종 R&D투자를 늘리고 있는 실정으로 본 연구에서는 국내 건설산업이 해외 건설시장에서 경쟁력을 보유하고 있는 대표 건설상품에 대한 경쟁력을 종합적이고 다각적으로 평가하였다. 이를 위하여 기존 연구에서 실시한 기업의 경쟁력과 기술수준을 평가한 자료를 근거로 기술수준을 측정할 기술수준지표와 기술수준 측정방법론을 선정하였으며, 기존연구에서 부족하였던 기술수준 및 기술경쟁력 평가의 심층성에 대한 보완 방안으로 해외 경쟁력 보유 상품을 선별한 후, 관련 업무 전문가를 대상으로 기술수준을 평가하였다. 전문가 대상 요소는 '기술경쟁력', '경영 및 지원 경쟁력'을 대상으로 실시하였으며 각 요소의 평가 점수를 통하여 선진국과의 경쟁력 보유여부를 평가하였다. 이러한 평가결과를 토대로 국내 건설 산업이 시장측면이나 기술측면에서 해외시장에서 경쟁이 가능한 유망 상품을 도출하고 국제경쟁력을 증대할 수 있는 방안에 대하여 연구를 진행하였다.

• Asia pacific journal of information systems
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• 제19권2호
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• pp.195-221
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• 2009

According to an industry report, a large number of organizations have invested in Organizational Information System(OIS) in the past few years. Several research results indicate that successful investments in OIS lead to productivity enhancement, while failed ones result in undesirable consequences such as financial losses and dissatisfaction among employees. In spite of huge investments, however, many organizations have failed in achieving the hoped-for returns from OIS. Thus, understanding user acceptance, adoption, and usage of new IS(Information Systems) is an important issue for IS practitioners. Indeed, study of the user acceptance of new information system has been one of the most important research topics in the contemporary IS literature. Several theoretical models are tested to examine 'user acceptance' and 'usage behavior' in IS context. While many research models incorporate 'ease of use' or 'usefulness' as important factors in explaining user acceptance, Technology Acceptance Model(TAM) has been one of the most widely applied models in user acceptance and usage behavior. Even in recent IS studies that employ theories of innovation diffusion in the area of IS implementation, a major focus has been on the user's perception of information technologies. In this research, we study 'voluntariness' as an important factor in IS acceptance by users. Voluntariness is defined as "the degree to which the use of the innovation is perceived as being voluntary, or of free will" When examining the diffusion of accepting OIS, a thoughtful consideration should be given to 'perceived voluntariness.' Current article has following research questions: 1) What models are appropriate to explain the success of OIS? and 2) How does the 'voluntariness' affect the success of OIS? In order to answer these questions, a research model is proposed to describe the detailed nature of association among three independent variables (IT usage level, task interdependency, and organizational support), a mediating variable (IS usage), a dependent variable (perceived performance), and a moderating variable(perceived voluntariness). The central claim of this article is that organizations hardly realize expected returns from OIS investments unless perceived voluntariness is effectively managed after operating OIS. As an example of OIS in this study we have selected the Intranet of Republic of Korea Air Force (ROKAF). ROKAF has implemented the Intranet in an attempt to improve communication and coordination within the organization. To test our research model and hypotheses, survey questionnaires were first sent out to 400 Intranet users. With the assistance of ROKAF, Intranet users were initially identified among its members, and subjects were randomly drawn from the pool. 377 survey responses were finally returned. The unit of measurement and analysis in this research is a personal level. Path analysis based on structural equation modeling was used to test research hypotheses. Construct validity represents accordance between the theoretical base concept of constructs and its measurement items. Tests for the reliability and discriminant validity are accepted, thus verifying our survey instrument. In this research, we have proposed a conceptual framework to highlight the importance of perceived voluntariness after organization deploys OIS. The results of our analysis present several key finding. First, all three independent variables (IT usage level, task interdependency, and organizational support) have significant effects on IS usage, which will eventually improve performance. Thus, IS usage plays a mediating role between antecedent variables (IT usage level. task interdependency, and organizational support) and performance improvement. Second, the effect of the task dependency was the highest for IS usage among the three antecedent variables. This is highly plausible since one of the Intranet's major capabilities is to facilitate communication among members within an organization. Accordingly, we conclude that the higher the task dependency, the higher Intranet usage. The effect of user's IT usage level was the second, while the effect of the organizational support was the third. Finally, the perceived voluntariness plays a pivotal role in enhancing perceived performance in personal level after launching the Intranet. Relationships among investigated variables were significantly different between groups with a high level and a low level of voluntariness. The impact of the Intranet usage on the performance was greater in the higher level voluntariness group than in the lower one. For the lower level voluntariness group, the user's IT usage had the highest effect on the Intranet usage among the three antecedent variables. In short, our study suggests that the higher the perceived voluntariness is the more IS usage will be. Perceived voluntariness was found to have a moderating effect on the relationships among user IT usage level, task interdependency, IS usage, and perceived performance, supporting all the hypotheses on the moderating effect. Most of all, user IT usage level has the strongest influence on IS usage, indicating that users with superior IT usage are more likely to enjoy a high level of perceived performance.