• 품질경영학회지
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• 제28권4호
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• pp.140-150
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• 2000

MBNQA(Malcolm Baldrige National Quality Award) was established in 1987 in order to promote the spread of TQM in U.S. Likewise, JQA(Japanese Quality Award) was set up in 1995 in order to upgrade the level of TQM activities in Japan. MBNQA and JQA are quite the same in their basic concept, values, and the process of the examination, but they differ in the contents of the criteria. The objective of this study is to identify the differences between MBNQA and JQA in terms of strategy planning category. Therefore, in this paper, strategy planning category is analyzed, especially its theoretical validity is examined by literature review. The major differences are as follows: JQA emphasizes strongly the evaluation process than MBNQA by requiring the measuring of the level of strategic achievement. On the other hand, in MBNQA, strategic objectives must be estimated by decision analysis techniques, scenario tools, and other statistical methodologies.

• 산업경영시스템학회지
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• 제42권3호
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• pp.176-183
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• 2019

The environmental changes in the Korean cosmetic medical service industry in the $21^{st}$ century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, 'Consideration for customer benefits' in empathy category was followed by 'Immediate help' and 'Sincere response' in responsiveness category, and 'Understanding customer needs' in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

• 한국산학기술학회논문지
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• 제19권6호
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• pp.382-390
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• 2018

본 연구에서는 국제기준 및 산업환경 변화에 따른 의료기기 품질경영 평가모델, 즉 의료기기 제조기업의 품질경영시스템의 인허가와 상시점검에 필요한 평가기준의 구성요소를 도출하고, 이를 평가도구로 의료기기 제조기업에 적용하여 실행수준의 평가 및 경영성과에 미치는 영향을 검증하였다. 본 연구에서는 선행연구 검토, 전문가 면담조사에 따라 예비항목을 마련하고, 기획, 실시, 점검, 조치 등 4개 영역의 요인으로 대분류 항목을 정의한 후, 각각의 평가계층과 평가항목을 구성하였으며, AHP에 의한 가중치와 중요도를 산출하였다. 그 결과, 기획 요인에서는 책임의 명확화와 품질관리 목표설정의 항목, 실시 요인에서는 개별제품을 중심으로 한 요구사항의 관리 및 설계 개발 프로세스의 관리에 관한 평가항목, 점검 요인에서는 정보의 측정 분석에 대한 관리항목, 조치 요인에서는 인증기준 및 법규, 규제에 대한 검토항목이 상대적으로 중요하게 나타났다. 이에 도출된 평가모델을 평가도구로 삼아 의료기기 제조기업에 적용함으로써, 품질경영 실행수준의 평가와 경영성과에 미치는 영향을 조사 분석하였다. 연구대상 의료기기 제조기업들은 비교적 양호한 수준의 품질경영 실행수준을 보이고 있고, 이를 통해 일정수준의 경영성과를 얻고 있는 것으로 나타났다. 또한, 각 요인과 평가계층들이 대부분 경영성과에 유의한 영향을 미치는 것으로 분석되었다. 특히 의료기기 품질경영시스템은 인허가 취득이 주목적이지만, 인허가와 직접적인 관련이 없는 경영환경적 요소들이 중요하며, 기업 내 외부에서 이러한 요소들이 연계성을 갖고 통합적으로 운영되는 것이 효과적이라는 점을 알 수 있었다.

• 한국식품조리과학회지
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• 제31권1호
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• pp.72-82
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• 2015

The purpose of this study was to investigate workers' perception on the quality improvement of Korean restaurants for the globalization of Korean food. A total of 342 workers at Korean restaurants in Seoul and Gyeonggi province were surveyed using a self-administrated questionnaire. Excluding responses with significant missing data, 250 responses were used for data analysis. In terms of the improvement of service quality attributes, the 'sanitation management (4.51)' category received the highest score, followed by 'service skill (3.93)', 'menu development (3.90)', 'serving method (3.88)', 'facility and ambiance (3.84)', and 'food taste (3.40)'. There were significant differences of workers' perception on the improvement of service quality which were 'menu development (p<0.01)', 'service skill (p<0.001)', 'facility and ambiance (p<0.001)', and 'sanitation management (p<0.01)' by restaurant operation type, and 'service skill (p<0.001)' and 'facility and ambiance (p<0.001)' by workers' position. The mean score of each service quality category showed that Korean restaurants managed by a franchisor were ranked the highest. In each service quality category, the items which showed the highest scores for the improvement were 'developing the finest cuisine (4.08)', 'providing food seasoning according to customer requests (3.70)', 'proving ladles, tongs, and extra plates which enable customers to take as much food as they want (4.12)', 'staff's ability to explain menu (4.08)', 'using tableware appropriate to each dish (4.03)', 'sanitary management of the provided tableware (dishes, spoons and knives) (4.57)', and 'thorough toilet management (4.57)'. This research suggests that Korean restaurants need to improve service quality to globalize Korean food, and the strategies for service quality management should be developed to be applied to each restaurant operation type.

• 한국대기환경학회지
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• 제24권2호
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• pp.162-175
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• 2008

Gyeongju, which was the central city of the ancient civilization at Silla Kingdom, has various kinds of stone cultural properties. It is significantly important to preserve historical sources of Korea. However, recent air quality data measured in Gyeongju did not show good air quality level. In order to investigate variation of the concentration of the air pollutants with meteorological condition, an air quality monitoring and an aerosol sampling were conducted during the intensive monitoring period in Gyeongju. Impacts of the meteorological factors on the air pollutants were also analyzed based on the air mass pathway categories using HYSPLIT model and the local wind patterns using MM5 model. The prevailing air mass pathways were classified into four categories as following; category I affected by easterly marine aerosols, category II affected by northwesterly continental aerosols, category III affected by southwesterly continental aerosols, and category IV affected by northerly continental aerosols. The concentrations of the air quality standards were relatively lower during the fall intensive monitoring period. At that time, the easterly marine air mass pattern was dominated. The seasonal average mass concentration of $PM_{10,Opt}$, which optically measured at the monitoring site, was the highest value of $77.6{\pm}28.3\;{\mu}g\;m^{-3}$ during the spring intensive monitoring period but the lowest value of $20.1{\pm}5.3\;{\mu}g\;m^{-3}$ during the fall intensive monitoring period. The concentrations of $SO_2$ and CO were relatively higher when the air mass came from the northwestern continent or the northern continent. The concentrations of ${SO_4}^{2-}$ and ${NO_3}^-$ increased under the northwesterly continental condition. It was estimated that the acidic aerosols were dominated in the atmosphere of Gyeongju when the air mass came from the continental regions.

• 한국의상디자인학회지
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• 제4권1호
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• pp.131-141
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• 2002

The present study, first, reviews theoretically previous studies about the concept and quality of services as well as tools to measure the quality. Second, it reviews theoretically previous studies about the concept and quality of special services as well as tools to measure the quality. According to the results of reviewing previous studies on service quality, it is considered that the variance among several researchers concerning the measurements of service quality is affected significantly by factors such as the procedures of data collection and analyses utilized in the studies. In addition, the fact that dimensions are different, or some dimensions are not independent, is highly likely to be based on the unique characteristics of business categories, in addition to research procedures. Accordingly, when measuring service quality in future studies, it may be desirable to adapt measuring tools partially for the characteristics of each service category, and to generalize the adjusted tools over the specific category. Especially studies on the quality of special service have been carried out in limited scope so far. Thus, it is required to develop and refine comprehensive and appropriate criteria and detailed questions to measure the quality of fashion education service. Furthermore, studies are necessary with regard to relations among relevant factors such as customers' satisfaction and perception on education service quality after they experience the services.

• 간호행정학회지
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• 제11권3호
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• pp.233-241
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• 2005

Purpose: The purpose of this study was to understand the components of successful leadership and organizational structural barrier to apply leadership perceived by head nurses. Method: We collected the data using interviews from August 1 to August 31 in 2003. The participants of this study were 19 head nurses from two university hospitals in Pusan. Result: Three categories of successful leadership in nursing organization were identified; leadership, opportunity, authority. Leadership category included accepting nurses' opinions, providing comfortable work environment, and interpersonal harmony. Opportunity category included verbal convincing for professional development and emotional support. Authority category included accomplishment and competence. Head nurses included autonomy, incentives, and equal opportunity across to different discipline as power category. Barriers identified by head nurses were lack of opportunity and power from hospital level. They seem to be frustrated when they don't have enough support from hospital. Conclusion: We think that head nurses have to apply effective leadership to achieve organizational goal and harmonious nursing environment. Based on the barriers identified in the study, interdisciplinary managemental intervention can lead better quality of care and nurses' work satisfaction which could further enhance hospital productivity and quality of care.

• 한국경영과학회지
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• 제27권3호
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• pp.41-57
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• 2002

In this paper, I investigate the impact of quality management activities on the public sector within the framework of Malcolm Baldrige (MB) national qualify model. The Structural Equation Modeling approach has been employed to investigate the cross influences among the seven MB categories. This empirical study shows that a number of statistical hypotheses are significant. The leadership category is the most important driver among the quality management activities. This, in turn, implies that the main source in quality management is to foster a solid qualify oriented leadership system. Categories such as Information Analysis, Strategic Planning, Human Resource Development and Management, and Process Management are significantly related to the Customer Satisfaction category. In addition, leadership, Information Analysis, and Customer Satisfaction categories ere significantly influential to Management Performance.

• 대한가정학회지
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• 제40권5호
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• pp.53-62
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• 2002

The purposes of this study were to examine: 1)the dimensions of online store attitude; 2)the differences in the online store attitude by product category and store type; and 3)the effects of online store attitude on store satisfaction and store loyalty. Data were obtained from an online questionnaire survey to 850 online shoppers who were randomly selected from the panel of an online survey agency, and 615 responses were analyzed. Factor analysis extracted 5 dimensions of store attitude including: process and security; service; promotion and presentation; price and quality; and merchandise. MANOVA revealed a significant difference in the price and quality factor by product category and store type. Multiple regression showed that the effects of price and quality, service, and process and security on store satisfaction were significant. Also, price and quality had a significant direct effect on store loyalty which was also affected by store satisfaction.

• 한국의류학회지
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• 제24권2호
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• pp.214-225
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• 2000

The objective of this study was to investigate images of Korean traditional patterns. The subjects consisted of 369 male and 356 female undergraduate students. The experimental materials used in this study were 48 stimuli and questionnaires, composed of 7-point semantic differential scales of 23 bipolar adjectives. Twelve motifs selected from 3 groups of Korean patterns were used as motif stimuli. Twelve repeated patterns were constructed from them to be applied on a CAD-simulated dress. The data was analyzed by factor analysis, ANOVA, Duncan's multiple range test. The major findings were as follows: 1. Four dimensions were emerged accounting for the dimensional structure of the images of Korean traditional patterns. These dimensions were 'simplicity', 'quality', 'interest', and 'modernity' dimension. Among them, 'simplicity' and 'quality' were the major dimensions. 2. Category, interpretation type, composition type, and application object of motif had significant effects on the images of above-mentioned dimensions. The application object had a significant effect on 'simplicity' and 'modernity' image, and the composition type on 'quality' and 'interest' image.