• 경영과정보연구
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• 제15권
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• pp.147-164
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• 2004

The purpose of this paper is on employees as internal customers and the critical role this group plays in the delivery of quality results. The set up of research model for verification was as follows. The research model was drawn as internal service quality level $\Rightarrow$ internal customer satisfaction $\Rightarrow$ enterprise outcome. Then, two hypotheses were established to the research model. Through the factor analysis and multiple regression analysis, the results are as follows. First, internal service quality level turned out to be affected indirectly through internal customers' satisfaction rather than a direct factor to affect the enterprise outcome. Second, internal customers' satisfaction was proved to be the most important factor for the enterprise outcome as ti was the intimate factor precedent to the enterprise outcome. However, there could be a variation of response according to the personal circumstances of respondents since the respondents were from different enterprises and consisted various job positions and age group. Namely it included a limitation of rather unaccurate resulting values because the transverse methods were performed for convenience though it needed a longitudinal research to accomplish the general purpose of this study.

• 한국경영정보학회:학술대회논문집
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• 한국경영정보학회 2007년도 International Conference
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• pp.885-890
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• 2007

This study is to investigate factors that affect usage change in mobile data service (MDS). In the first, an exploratory study based on 378 survey responses was conducted to learn about important decision factors of MDS usage. It revealed discrepancy between the influencing forces of usage increase and those of usage decrease. Based on the findings from the exploratory study and the two-factor theory, we postulated information quality as the motivator and system quality as the de-motivator (or hygiene) of MDS. Then, a confirmative study was undertaken on their respective role in encouraging and discouraging the usage of mobile data service. A research model was proposed and subsequent hypotheses were empirically tested with partial least square (PLS) based on 478 responses from the users of mobile data service. It was learned that information quality (as a motivator) was positively associated with usage increase in mobile data service, but system quality (as a de-motivator) was not. Also, system quality was negatively associated with usage decrease, but information quality was not. Lastly, their association strength was partially moderated by the type of motivation for using MDS.

• 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.

• The Journal of Asian Finance, Economics and Business
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• 제8권5호
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• pp.1039-1046
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• 2021

This study aims to determine the influence of the application of Total Quality Management (TQM) in coffee exporting companies in Bali. The research was conducted as there was not much research done to explore the application of TQM in coffee exporting companies in the city of Kintamani, Bali. Thus, this research plays an important role in examining the effect of the application of total quality management factors on company performance. In this research, the effect of TQM variables which are: customer focus factors, continuous improvement factors and employee empowerment factors on the company's performance was measured by using a balanced scorecard approach. The research result showed that the customer focus, the continuous improvement, and the employee empowerment factor has a positive impact on the performance of coffee exporting companies in the City of Kintamani. The result showed that continuous improvement factor has a more dominant influence compared to the customer focus factors and the employee empowerment factor. Thus, it is very important to consider the consistency when the companies implement TQM. In conclusion, TQM is important for coffee exporting companies in Indonesia to enter global competition, especially for world market-oriented companies and should be supported by the government and stakeholders.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2010년도 춘계학술대회
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• pp.16-23
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• 2010

This research analyzed about inconsistence and cause of the audit result on national defense quality management system in certification company. Direction of research analyzes corelation with distribution by items at national defense quality management system standard by Investigated number and occurrence of examination report slight and critical incongruity on 2008 and 2009. Study finding slight and critical incongruity happened to first examination average 10.2 items, renewal examination average 7.0 items. By incongruity occurrence appeared high in item that there are a lot of examination item shares of standard requirement, it was studied by correlative thing between the examination with standard. Factor of incongruity occurrence was proved to comprehension insufficiency for quality management system, quality procedure insufficiency, didn't fulfil proceedings, business was unripe. In this papers, we contribute to propose direction for improvement of national defense quality management system comprehensive faculty elevation and national defense quality certification in this treatise.

• 대한안전경영과학회지
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• 제15권1호
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• pp.293-301
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• 2013

The purpose of this study is to introduce the limit of previously used six sigma quality process evaluation metrics, $Z_{st}$ and $P_{pk}$, and a solution to overcome this drawback by using a metric based on performance evaluation of Z-factor quality innovation. Case analysis on projects from national six sigma contest from 2011 to 2012 is performed and literature review on new drug development HTS (High Throughput Screening) is used to propose innovative performance evaluation metrics. This research shows that experimental study on six sigma evaluation metric, $Z_{st}$ and $P_{pk}$, have no significance difference between industrial type (Manufacturing, Semi-Public Institute, Public Institute) and CTQ type (Product Technology Type CTQ, Process Technology Type CTQ). Following discovery characterize this quality improvement as fixed target type project. As newly developed moving target type of quality innovation performance metric Z-Factor is used for evaluating experimental study, hypothetical analysis suggests that $Z_{st}$ and $P_{pk}$ share different relationship or even show reciprocal relationship. Constraints of the study are relatively small sample size of only 37 projects from past 2 years and conflict on having interview and communication with six sigma quality practitioner for qualitative experimental study. Both moving target type six sigma innovation project and fixed target type improvement project or quality circle enables efficient ways for a better understanding and quality practitioner use by applying quality innovation performance metric. Downside of fixed target type quality performance evaluation metric, $Z_{st}$ and $P_{pk}$, is presented through experimental study. In contrast, advantage of this study is that high throughput requiring product technology, process technology and quantum leap typed innovation effect is evaluated based on precision and accuracy and Z-Factor that enables relative comparison between enterprises is proposed and implemented.

• 품질경영학회지
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• 제30권2호
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• pp.86-98
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• 2002

Defining the relationship between the quality of injection molded parts and the process condition is very complicate because of lots of factor are involved and each factor has a non-linearity. With the development of CAE(Computer Aided Engineering) technology, the estimation of volumetric shrinkage of injection mold parts is possible by computer simulation even though restricted application. In this research, Neural Network applied for finding optimal processing condition. The percent of volumetric shrinkage compared on each case and show neural network can be successfully applied selecting optimum condition not only within factor level but also between factor level.

• 보건의료산업학회지
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• 제8권1호
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• pp.1-13
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• 2014

The purpose of this study is to investigate the perception of quality property of hospital information system, the quality level, and its effects. The participants were 730 employees who are using hospital information system in hospitals. In order to analyze the relationship, the quality property regulates the consideration of user's taste and the state of user's favor for the design of hospital information system, and the quality level regulates user's convenience and properness. The main results from this study can be summarized as follows, First, the perception of quality property for hospital information system showed few significance level between occupation, but revealed significance level between position. The evaluation of quality level showed significance level depending on the occupation and position. Second, quality property which generally affects to the quality level of the hospital information system were different between types of occupation and quality factor.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2004년도 추계학술대회 및 정기총회
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• pp.463-466
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• 2004

This paper suggests the evaluation method of success factors of CRM implementation using AHP technique, and presents why firms implement CRM, how it could be successfully implemented, and what is the most important factor. For the purpose, this study applies the method to department stores' industry. AHP structure consists of three steps to determine CRM's key success factors. First of all, strengthening loyalty of customers, improvement of service quality, upgrade of intelligence system and advancement of management process are selected as superordinate object (i.e. CRM-implementation goal). The next project factor, technology/data factor and organizational factor were decided as success factor of CRM-implementation. Subordinate criteria of project factor consist of 11 criteria. The experimental results of this study show that department stores think advancement of management process and improvement of service quality as most important purposes for CRM implementation. The results also indicate that among the subordinate success factors, accuracy of customer information, conversion to customer-oriented business model, practical use of experienced consultant, and establishing IT infrastructure for CRM are evaluated as most important success factors for CRM implementation.

• 품질경영학회지
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• 제38권1호
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• pp.108-114
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• 2010

In this research, we study to find core factor of the perceived quality of internal quality and external quality factors on agriculture products and food industry. By empirical research, we prove that the perceived quality effects to the customer attitude on agricultural products and food Industry. The results of this research can contribute in working-level practical use about quality problem in agriculture products and food industry. The latest interest of customer attitude on agricultural products and food Industry is being rosed.