• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2004년도 춘계 종합학술대회 논문집
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• pp.82-93
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• 2004

본 연구는 고객서비스에 관한 기본적인 이해와 함께 관광산업에 있어서의 성공적인 고객서비스의 제공을 위한 전략 및 고객서비스의 실패에 따른 회복전략을 이론 및 사례를 통해 살펴보고자 하였다. 고객만족의 경영시대에 기업의 경쟁력 확보를 위해서는 고객서비스의 핵심을 파악하고, 고객서비스에 있어 고객을 기준으로 생각하고, 준비하고, 제공함으로써 고객만족을 달성해야만 한다.

• 산업경영시스템학회지
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• 제35권3호
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• pp.148-154
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• 2012

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.

• 한국디지털정책학회:학술대회논문집
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• 한국디지털정책학회 2005년도 추계학술대회
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• pp.595-611
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• 2005

The objective of this study is to lead balanced development of tourism industry by proving the nature of customer service which is one of the service characters as well as ultimate goal of tourism industry. This paper contains a few case studies of service industry customer service and proposed desirable development plan. This study tried differentiate customer service from management side in its role. Meanwhile, management and tourism industry integration, partly in the service channel, is a task to be studied continuously in terms of customer satisfaction. Customer service should utilize for social welfare and improving the firm's competitiveness in the tourism industry.

• 열처리공학회지
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• 제18권2호
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• pp.83-90
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• 2005

Failure cause of the fractured engine parts was analyzed by microstructural observation. These parts were failed far earlier than the expected service life. By the stereoscope and SEM examinations of the fractured surface, the fracture modes have been identified as wear and fatigue failure. From the observation of microstructure and microhardness measurements of the failed gears, the probable cause for failures are internal oxidation during using and retained austenite and carbide networks due to heat-treatment, respectively. These defected structures at near surface contributed to the wear and fatigue failure.

• 열처리공학회지
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• 제11권4호
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• pp.283-294
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• 1998

This paper presents an investigation why Mn-steel high pressure gas cylinders have been failed in service. The fractured cylinders have been collected to identify the reason of the failure using various methods. The undamaged, new cylinder has also been tested for the base data. We examined the chemical compositions and fracture facets as well as the mechanical properties of the vessels. The microstructural observations of the fractured regions of the cylinder did not indicate the noticeable defects which might cause the failure. The experiments of cylinders on the compositinal and mechanical tests showed that the cylinder was in good shape according the standards of gas pressure vessel. The morphological analysis of the fracture surfaces concluded that the origin of the failure was the local weak segments induced by the external impact to the cylinder, which result in a sudden, fast fracture.

• 한국전기전자재료학회:학술대회논문집
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• 한국전기전자재료학회 2000년도 하계학술대회 논문집
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• pp.767-770
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• 2000

This study was investigated for searching a cause of flashover failure of polymer insulator and preparing countermeasures. Hydrophobicity, microstructure and chemical structural change of polymer weathershed were studied by polymer characterization methods. In addition, the electrical properties such as power frequency dry flashover voltage/impulse voltage tests, contamination characteristics were carried out. The hydrophobicity of polymer weathershed was decreased significantly and cracks were observed on the surface. Also, the electrical characteristics did not satisfy the KEPCO specification. The failed polymer insulators showed the more leakage current than 4 years service-aged ones. From the result, it can be concluded that the flashover failure of polymer insulator was attributed to the surface aging and severe contamination.

• Corrosion Science and Technology
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• 제20권5호
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• pp.242-248
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• 2021

Unforeseen failures of boilers in power plants may affect the continuation of electricity generation. Main failures in boilers are influenced by the tube material, tube position, boiler service temperature and pressure, and chemical composition of the feed water and coal. This investigation was intended to find answers on the causes and mechanism of failure of the fire-side boiler water-wall tubes, due to perforation and corrosion. The tube conformed to the material requirements in terms of its chemical composition and hardness. Microscopic examination showed ferrite and pearlite indicating no changes in its microstructure due to the temperature variation. SEM test showed a single layer and homogenous film density particularly on the area far from perforation. However, layers of corrosion product were formed on the nearby perforation area. EDX showed that there were Na, Ca, S, and O elements on the failed surface. XRD indicated the presence of Fe₂O₃ oxide. The failure mechanism was identified as a result of significant localized wall thinning of the boiler water wall-tube due to oxidation.

• Nuclear Engineering and Technology
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• 제53권11호
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• pp.3741-3758
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• 2021

Outcomes of the FALCON code analysis-related part of the STARS-ENSI Service Project on Evaluation of the new U.S.NRC RIA Fuel Safety Criteria and Application to the Swiss Reactors are presented. Substantial conservatism of the updated safety limits for high-temperature and PCMI cladding failure, as proposed in the NRC Regulatory Guide RG 1.236, is confirmed. Applicability of the updated failure limits to fuel safety analysis in the Swiss PWRs, as applied to standard fuel designs using UO2 fuel pellets and SRA Zry-4 as cladding materials is discussed. Conducting of new integral RIA tests with irradiated samples using doped- and gadolinia fuel pellets to support appropriate fuel safety criteria for RIA events is recommended.

• Structural Engineering and Mechanics
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• 제63권6호
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• pp.703-712
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• 2017

The composite blades of offshore wind turbines accumulate structural damage such as fatigue cracking due to harsh operation environments during their service time, leading to premature structural failures. This paper investigates various fatigue crack models for reproducing crack development in composite blades and proposes a stochastic approach to predict fatigue crack evolution and to analyse failure probability for the composite blades. Three typical fatigue models for the propagation of fatigue cracks, i.e., Miner model, Paris model and Reifsnider model, are discussed to reproduce the fatigue crack evolution in composite blades subjected to cyclical loadings. The lifetime probability of fatigue failure of the composite blades is estimated by stochastic deterioration modelling such as gamma process. Based on time-dependent reliability analysis and lifecycle cost analysis, an optimised maintenance policy is determined to make the optimal decision for the composite blades during the service time. A numerical example is employed to investigate the effectiveness of predicting fatigue crack growth, estimating the probability of fatigue failure and evaluating an optimal maintenance policy. The results from the numerical study show that the stochastic gamma process together with the proper fatigue models can provide a useful tool for remaining useful life predictions and optimum maintenance strategies of the composite blades of offshore wind turbines.

• 한국IT서비스학회지
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• 제19권3호
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• pp.151-163
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• 2020

This paper describes a study on the FRACAS(Failure Reporting Analysis and Corrective Action System)-based dependability control platform for domestic urban railway trains. There are more demands for the verification of the dependability of trains as it becomes a regulation for train manufacturers to verify the dependability recently. Train manufacturers as well as railway operators need a effective FRACAS solution to perform the verification of the dependability. Yet current FRACAS solutions have limitations to support the verification processes effectively. This paper addresses the issues of current FRACAS solutions and suggests a FRACAS framework designed for the domestic urban railway trains. Service failure scenarios are standardized using the proposed availability model to implement a more user-friendly and reliable platform. A new FRACAS-based platform for the dependability control (SCARF^®) has been developed to implement the suggested framework. The detail interfaces and functions of the platform are explained. The SCARF^® platform is expected to engage the increasing demands for the dependability control successfully enhancing the reliability, maintainability, availability and safety of domestic urban railway trains eventually.