• 품질경영학회지
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• 제33권4호
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• pp.12-20
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• 2005

Supply chain management is a total systems approach to delivering manufactured products to the end customer. Using information technology to coordinate all elements of the supply chain from parts suppliers to retailers achieves a level of integration that is a competitive advantage not available in traditional logistics systems. On the other hand, service chain management is an analogous systems approach that is especially suitable for delivering mobile services such as parcel delivery, cable installation, and home health care. The key elements that distinguish service supply chain management from supply chain management are bidirectional optimization, management of productive capacity, and management of perishability. The purpose of this study is to maintain the construction of service chain management by proving that service quality in after-sales service can be improved through service chain management. First of all, supply chain management, service quality, and service chain management were introduced in theoretical research. In empirical research, it was selected the domestic enterprise that produce electronic appliances with after-sales service, and some customers using the enterprise's after-sales service in the metropolitan area were selected as a sample by convenience sampling method and examined.

• Asia pacific journal of information systems
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• 제25권3호
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• pp.597-625
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• 2015

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

• 한국정보통신설비학회:학술대회논문집
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• 한국정보통신설비학회 2006년도 하계학술대회
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• pp.73-76
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• 2006

International Roaming is a kind of telecommunication service that enables subscribers use the same mobile number when they go abroad and access other service provider's network. International roaming call is made through three network parts-home (original service provider) network, intermediate network, and local (overseas service provider) network. It is not possible to monitor every section of whole roaming service network because service providers do not provide their network management information to other service providers. The limitation causes harsh problem when a service anomaly arises and operators have to confirm the reason of failure. To solve this problem, we propose a scheme that deduces roaming service status of each overseas service provider using internal network management information. SK telecom implemented a international roaming service management system based on the scheme using performance measurement of signaling points, roaming service nodes, and charging data from existing network management systems.

• 한국IT서비스학회지
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• 제10권4호
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• pp.295-307
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• 2011

The purpose of this research is to find a better knowledge service R&D management process. There are four basic characteristics in service : intangibility, inseparability, inconsistency, and no inventory. These intrinsic characteristics require us to change the traditional manufacturing sector based R&D management process. It is necessary to develop an effective knowledge service R&D management model to improve the competitiveness of the service industry and Korean economy. A model case knowledge service R&D has been performed to find a better R&D management model. The whole cycle of R&D process, such as planning, selection, performing, and evaluation has been reviewed by real experience. Several important aspects of R&D process are compared between manufacturing R&D and service R&D. A knowledge service R&D management framework has been suggested. The results of this research can be used for building a better service R&D management process.

• 한국정보시스템학회지:정보시스템연구
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• 제18권1호
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• pp.1-24
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• 2009

Recently many companies have increased their investment in IT because they are increasingly interested in taking advantage of IT and they recognized that it was a very important strategic resource that any organization should manage. That means that the members of a company or an organization realized the importance of IT specialists' coordinating and working in partnership with the business employees to ascertain the high quality and productivity through IT services. While the company looks at IT cost reduction, there is a pressure from users for more support and service from IT departments. That means IT service providers have to offer improved service quality at reasonable cost. To solve the contradictory problem, this paper proposes the application of IT service management. If the IT service management is implemented properly, an organization can attain the tangible and intangible results which are profitable and effective. In Korea, studies on IT service management have focused only on getting a certification and development issues, and there are few papers which accomplished empirical studies. From the viewpoint of Resource-based theory, this study reviews the definition of IT service management and its elements. It has demonstrated empirically how IT service management can have an impact on IT service management performance. As a result, IT service management plays a role in adding and improving the practical use and efficiency of IT service management. In conclusion, this study contributes to support and show the critical point of the previous literatures about IT service management and offers the new practical implications for business sectors.

• 한국IT서비스학회지
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• 제6권3호
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• pp.87-110
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• 2007

Recently, researches on IT Service Management (ITSM) for improving information system operation service and information system outsourcing cost estimation model are proliferating. This study suggests a new cost model of IT operation service and optimizing method based upon the characteristics of operation service as a long-term and continuous business service for both user's and service provider's point of view. This study explains the cost optimization model of IT operation service by improving service request management process, such as adequate reception and control, proper valuation, process management using project management methodology, effective organization and time management of service personnel. Especially in this study, service ability improvement effect and fixed operation cost reduction effect are defined to prove the proposed new cost model.

• 한국정보통신학회:학술대회논문집
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• 한국해양정보통신학회 2010년도 추계학술대회
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• pp.616-617
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• 2010

본 논문에서는 유비쿼터스 컴퓨팅 환경에 기반을 둔 e-라닝 모델을 제안하였다. 제안한 모델은 크게 하드웨어와 소프트웨어 환경, 그리고 각종 서비스에 대하여 제안하였다.

• 서비스연구
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• 제10권2호
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• pp.91-108
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• 2020

본 연구는 신경영의 철학적 기반을 반영한 현대 서비스경영 모델을 연구하였다. 서비스경영은 현대 경영으로서 현대의 정신에 충실해야 한다. 또한 서비스경영은 서비스경제시대의 경영으로서 서비스본질에 충실한 경영이어야 한다. 그리고 현대 서비스 경영은 인류 사회의 중심 기구인 조직을 경영하는 활동이므로 세상 공통 원리에 의한 경영을 해야 한다. 이러한 세 가지 경영 철학 조건을 충족하는 경영이 현대적 서비스경영으로 정의된다. 본 연구에서는 기존 서비스경영 프레임워크가 이러한 현대 경영의 기준에 부합하지 않았음을 분석하고, 개선된 현대 서비스경영 모델을 도출하였다. 기존 서비스경영 프레임워크는 서비스를 무형재화로 보지 않고 제품에 부가되어 있는 부수적 재화로 인식하고 있는 문제가 있었다. 또한 현대 경영이 되기 위해 요구되는 현대의 정신이 경영 프레임워크에 반영되어 있지 않았다. 그리고 서비스산업과 서비스조직의 비중이 절대적으로 높아진 현대 경제사회의 특징과 요구를 반영하지 못하고 있었다. 현대 서비스경영 모델은 서비스라는 무형재화의 본질을 반영하는 경영 모델이어야 하고, 현대 정신을 반영하는 경영 프레임워크가 되어야 하며, 현대경제사회의 중심 조직에게 요구되는 세상 공통원리를 반영하는 경영 모델이 되어야 한다. 즉 현대 서비스경영은 현대정신에의 부합성, 서비스본질경영 부합성, 세상공통원리 부합성 요건을 충족해야 한다. 따라서 본 연구에서는 기존 연구에서 분석된 서비스본질과 세상 공통원리에 추가하여 현대정신을 분석하고, 이 세 가지 요건을 갖춘 현대 서비스경영 모델을 제시하였다. 또한 현대적 서비스경영 사례들을 제시하였다. 본 연구는 개념적 모델로서, 향후 실증 연구를 강화하여 본 경영모델이 지속적으로 우수한 경영성과를 낼 수 있음을 입증하는 분석적 연구가 필요하다. 본 연구를 확장하여 구체적 모델로 발전시키는 연구도 필요하다.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2007년도 추계학술대회
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• pp.475-480
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• 2007

This paper introduces service quality systems such as furniture removal for households, carriage of parcels, commercial motorcycle carriage service, the service for warehousing, car rental services, exhibition service, security service, and, facility management services. These service quality systems include terminology, process, and, infrastructure.

• Journal of Information Technology Applications and Management
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• 제15권4호
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• pp.1-20
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• 2008

Increasing number of corporations applies IT service management systems to optimize IT service delivery and support processes. For this reason, implementation experiences and effect of IT service management system are growing concerns for IT managers and researchers. This case study analyzes implementation experiences on an ITIL based service management systems in an medium sized corporation. The exploratory case analysis revealed that systems and service quality were improved from the implementation. This study will contribute to the successful implementation of IT service management system and developing a research model of IT service management process.