• 대한안전경영과학회지
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• 제19권4호
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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.

• 한국시스템다이내믹스연구
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• 제13권1호
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• pp.159-182
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• 2012

Strategic decision on the execution of national security improvement project is greatly important for the present and future national security. Though, the importance of strategic decision, decision making process has been executed under one-way thinking framework. This research provides a decision-making tool with make-or-buy approach for the national security improvement policy execution methods: foreign purchase and military R&D project, and, via simulation, confirms dynamic change of military capability index respect to change in ratio of foreign purchase and military R&D. A result shows that current ratio of foreign purchases and military R&D is insufficient for national security improvement policy goal. Applying the model from this research provides an appropriate ratio for short term and long term defense strategy and policy goal, and consequent result of increase in national security capability. Thus, this research model can be effectively utilized for national security improvement project.

• 간호행정학회지
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• 제6권2호
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• pp.259-279
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• 2000

This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

• 인터넷정보학회논문지
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• 제10권5호
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• pp.195-209
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• 2009

유비쿼터스 시대에 핵심인 모바일 임베디드 시스템은 제품의 신뢰성 및 상품성을 위해서 과거에는 하드웨어에 초점을 두었지만 오늘날 소프트웨어에 더 초점을 둔다. CMMI와 SPICE와 같은 프로세스 개선모델은 일반 소프트웨어의 품질향상에서뿐만 아니라, 모바일 임베디드 소프트웨어 품질향상에서 또한 필요하다. 하지만 높은 비용과 무거운 프로세스로 인하여 모바일 임베디드 소프트웨어 프로세스 개선하기는 쉽지 않다. 반면 고객과 소통, 반복 개발의 특징을 가진 XP는 고객의 빈번한 요구 사항과 특정 목적에 따라 하드웨어를 제작하는 모바일 임베디드 소프트웨어 개발에 적합하다. 따라서 본 논문에서는 모바일 임베디드 소프트웨어 개발 조직에서 XP의 실천사항에 기반하여 CMMI 수준 2 또는 3을 달성할 수 있는 소프트웨어 프로세스 개선 프레임워크를 제안한다. 더불어 개선 프레임워크를 지원하는 MESPIS를 설계하고 구현한다. 향후 연구로는 제안한 프레임워크를 실제 프로젝트에 적용하여 결과 분석에 따라 개선하고, 이를 바탕으로 MESPIS의 기능 보강이 필요하다.

• 품질경영학회지
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• 제44권4호
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• pp.713-733
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• 2016

Purpose: The primary objective of this case study is to establish a COQ(Cost of Quality) management system for power generation industries. Key topics of this study include collecting COQ elements, their classifications, COQ computation formula, and determining COQ improvement projects. Results: A comprehensive set of COQ elements have been isolated for electric power generation companies. The COQ elements were classified in such a way that they could be managed according to the PAF model as well as the SIPOC diagram. This study showed that a systematic approach could be established for monitoring the COQ elements and using them in the process of improving quality competitiveness. Methods: The PAF(Prevention-Appraisal-Failure) model has been employed in the process of collecting COQ elements for a power generation company. All the cost of quality elements were first examined through an extensive review of articles and books in the field of quality. The cost elements were then refined and augmented by conducting a comparative study with international standards. The COQ elements have been verified by a group of quality managers and classified according to both the PAF model and the SIPOC diagram for better understanding in the entire organization. An improvement strategy has been also proposed by using a typical COQ level of power generation companies. Conclusion: The conventional PAF model was used in establishing a COQ management system for power generation industries. This case study illustrates the procedure about identification, classification and computation of quality costs, including selection of improvement projects. The system can be used not only for observing the current state of cost elements related to quality, but also for planning an improvement strategy using the ratio of cost classification.

• 한국기후변화학회지
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• 제7권3호
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• pp.341-349
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• 2016

This study is intended to set a greenhouse gas emission scenario based on green remodeling pilot project (Annex building of Seoul Customs Office) using LEAP model, a long-term energy plan analysis model, to calculate the energy saving and greenhouse gas emission till year 2035 as well as to analyze the effect of electric power saving cost. Total 4 scenarios were made, Baseline scenario, assuming the past trend is to be maintained in the future, green remodeling scenario, reflecting actual green remodeling project of Seoul Customs Office, behavior improvement and renewable energy supply, and Total scenario. According to the analysis result, the energy demand in 2035 of Baseline scenario was 6.1% decreased from base year 2013, that of green remodeling scenario was 17.5%, that of behavior improvement and renewable energy supply scenario was 21.1% and that of total scenario was 27.3%. The greenhouse emission of base year 2013 was $878.2tCO_2eq$, and it was expected $826.3tCO_2eq$, approx. 5.9% reduced, in 2035 by Baseline scenario. the cumulative greenhouse gas emission saving of the analyzing period were $-26.5tCO_2eq$ by green remodeling scenario, $2.8k\;tCO_2eq$ by behavior improvement and renewable energy supply scenario, and $2.0k\;tCO_2eq$ by total scenario. In addition the effect of electricity saving cost through energy saving has been estimated, and it was approx. 634 million won by green remodeling scenario and appro. 726 million won by behavior improvement and renewable energy supply scenario. So it is analyzed that of behavior improvement and renewable energy supply scenario would be approx. 12.7% higher than that of green remodeling scenario.

• 대한안전경영과학회지
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• 제17권1호
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• pp.337-348
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• 2015

This research introduces the Financial Effect Measurement (FEM) models which measures both the improvement and the innovation performance of Quality Control Circle (QCC) and activities of Six Sigma. Concepts and principle of Comprehensive Income Statement (CIS), Balanced Scorecard (BSC), Time-Driven Activity Based-Costing (TDABC) and Total Productive Maintenance (TPM) are applied in order to develop the 4 FEM models presented in this paper. First of all, FEM using CIS depicts the improvement effects of production capacity and yield using relationships between demand and supply, and line balancing efficiency between bottleneck process and non-bottleneck processes. Secondly, cause-and-effect relation of Key Performance Indicator (KPI) is used to present Critical Success Factor (CSF) effects for QC Story 15 steps of QCC and DMAIC (Define, Measure, Analyze, Improve, and Control) of Six Sigma. The next is FEM model for service management innovation activities that uses TDABC to calculate the time-driven effect for improving the indirect activities according to the cost object. Lastly, FEM model for TPM activities presents the interpretation of improvement effect model of TPM Capital Expenditure (CAPEX) and Operating Expenditure (OPEX) maintenance using profit, cash and Economic Added Value (EVA) as metrics of enterprise values. To better understand and further investigate FEMs, recent cases on National Quality Circle Contest are used to evaluate new financial effect measurement developed in this paper.

• 품질경영학회지
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• 제48권2호
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• pp.309-328
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• 2020

Purpose: The purpose of this study is to find a way to improve the quality of medical tourism education services in Korea. Methods: This study used a method of conducting a survey of students who have completed medical tourism education and customer satisfaction coefficient and potential customer satisfaction index were calculated by applying the Kano model. Results: The results of this study are as follows; First, Eight medical tourism education service quality factors were classified as an attractive quality attribute. Second, Thirteen medical tourism education service quality factors were classified as an one-dimensional quality attribute. Third, Online education operation factor was classified as an indifferent quality attribute. Fourth, Instructor quality factor and physical environment quality factor showed relatively high better and high worse coefficients. Finally, According to the PCSI index, it was found that the scope of improvement was the largest when focusing intensively on the quality factors of instructors. Conclusion: This study suggests strategic implications for nurturing excellent professional manpower through quality improvement of education services by identifying the quality factors of major medical tourism education services perceived by students.

• 산업경영시스템학회지
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• 제33권1호
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• pp.59-70
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• 2010

This paper reorganized five service qualities dimensions of ski-resorts, then derived the improvement priority order of the service quality through a satisfaction measure considering the importance. There're more competitive situations to guarantee customers using the skies and snowboards is a major sports in winter season. In these competitive environments, this paper's going to propose a predominant-competitive strategies for improving the service quality of ski-resorts. This study measured the satisfaction considering the importance of service quality target on customers has an experience ski resort service quality to improve ski resort service quality. This study using Performance Model decide a priority order about a particular item improvement, then is going to present a guideline that can improve the service quality more exactly. As a result of the study the factors that is important to the customer were prime physical factor, access, assistance physical factor, staff service and assistant service, an improvement priority order were accommodation and eating-drinking facilities, waiting time of a slope and lift/gondola, entertainment/shopping facilities in the resorts, equipment rental and lift fare.

• 음성과학
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• 제15권2호
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• pp.55-65
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• 2008

Recently, the multi-model based speech recognizer has been used quite successfully for noisy speech recognition. For the selection of the reference HMM (hidden Markov model) which best matches the noise type and SNR (signal to noise ratio) of the input testing speech, the estimation of the SNR value using the VAD (voice activity detection) algorithm and the classification of the noise type based on the GMM (Gaussian mixture model) have been done separately in the multi-model framework. As the SNR estimation process is vulnerable to errors, we propose an efficient method which can classify simultaneously the SNR values and noise types. The KL (Kullback-Leibler) distance between the single Gaussian distributions for the noise signal during the training and testing is utilized for the classification. The recognition experiments have been done on the Aurora 2 database showing the usefulness of the model compensation method in the multi-model based speech recognizer. We could also see that further performance improvement was achievable by combining the probability density function of the MCT (multi-condition training) with that of the reference HMM compensated by the D-JA (data-driven Jacobian adaptation) in the multi-model based speech recognizer.