• 한국경영과학회:학술대회논문집
• /
• 대한산업공학회/한국경영과학회 2004년도 춘계공동학술대회 논문집
• /
• pp.710-713
• /
• 2004

There have been numerous research and development efforts to automate business processes or execute business processes automatically. Especially, Web service is considered to be one of the most promising technologies. Existing Web service composition languages such as BPEL (Business Process Execution Language) and BPML (Business Process Modeling Language) do not provide full semantic support for business processes. This paper proposes a 3-layer model that consists of business process layer and service layer which can seamlessly integrates business process semantics with service semantics. The proposed model and architecture will enable effective management of business processes as well-defined corporate assets, services that execute tasks to achieve goals of business processes, and software components that comprise services.

• 품질경영학회지
• /
• 제36권4호
• /
• pp.37-46
• /
• 2008

There are big differences in six sigma projects between manufacturing processes and transactional/service processes. This paper analyzed the differences between the two areas by examining 18 six sigma case studies in Korean companies. To characterize six sigma case studies, step-by-step questions and check criteria were developed based on 12 step DMAIC methodology. On the basis of those characterized data, the differences between two areas were analyzed. Significant differences were found in the number of CTQs, validation of measurement systems, methods to determine improvement objectives, the methods to elicit improvement plans and types of control systems. The most significant difference was that statistical tools were widely used in manufacturing processes, but qualitative tools were used in transactional/service processes during improvement phase.

• 품질경영학회지
• /
• 제38권1호
• /
• pp.1-9
• /
• 2010

Service Oriented Architecture(SOA) is an enterprise-scale IT architecture for linking software resources available on the network. SOA is believed to become the future enterprise solution that promises the agility and flexibility by integrating business processes through composition of the software services across enterprises. The first step for SOA construction is to identify the services. In this paper, we present a process-based service identification methodology for SOA through a case study of an IT company. Our methodology is composed of three steps: Processes (business & technical processes) analysis and systems analysis, Service candidates selection, and Service evaluation and construction planning. This framework would be practical and could be accepted to other organizations as it has been developed through the real case.

• 디지털콘텐츠학회 논문지
• /
• 제10권1호
• /
• pp.147-157
• /
• 2009

무기체계 연구개발 프로세스를 지원하기 위한 형상/정보관리시스템은 오랜 연구개발 과정에서 생산되는 문서, 도면, 구성품정보, 구조정보 등에 대한 동시공학 및 협업적 업무를 지원해야 한다. 본 논문에서는 무기체계 연구개발 형상/정보관리시스템의 주요 기능을 서비스 지향 아키텍처에 기반을 둔 서비스들로 식별해 보고자 한다. 무기체계 연구개발 형상/정보관리시스템의 주요 서비스를 식별하기 위하여 먼저 무기체계 연구개발 형상/정보관리시스템을 서비스 소비자 계층, 비즈니스 서비스 계층, 애플리케이션 서비스 계층, 애플리케이션 계층의 4 가지 계층의 서비스 지향 아키텍처로 제안하였으며, 각각의 계층에 대한 주요 서비스를 식별하였다. 4 가지 계층의 주요 서비스를 식별하기 위하여 일반적인 하향식 서비스 식별 방법보다는 잘 정의된 도메인 구현 시스템으로부터 필요한 비즈니스 서비스를 식별해가는 상향식 서비스 식별 방법을 사용하였다. 본 논문에서는 이러한 상향식 서비스 식별 방법을 사용하여 무기체계 형상/정보관리시스템을 서비스 지향 아키텍처에 기반을 둔 시스템으로 구현하기 위한 필수적인 서비스를 일반적인 PDM 시스템 관점과 무기체계 연구개발 형상/정보관리시스템의 비즈니스 영역에 제한하여 식별하였다.

• 대한안전경영과학회지
• /
• 제19권4호
• /
• pp.273-282
• /
• 2017

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers' requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

• 한국컴퓨터정보학회논문지
• /
• 제23권12호
• /
• pp.195-201
• /
• 2018

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

• 품질경영학회지
• /
• 제40권3호
• /
• pp.406-414
• /
• 2012

Purpose: In this study, we developed a service quality audit system through analyzing service processes of airlines' cabin service. Methods: Applying the qualitative approach to service processes analysis; 'service blueprint' methodology was developed, providing airlines a blueprint for cabin service and applying the quantitative service quality audit approach called 'walk-through audit', an audit methodology tailored to airline cabin service called PCPA (Passenger Cabin Patrol Audit) was developed. Results: This study tried to apply both the qualitative and the quantitative methodologies to develop service quality audit checklist and tried to develop details to systemize them into a new methodology. Conclusion: This study will be helpful for Airline services improvement by providing 'service quality audit model', so as to find out the problems and share those with the stakeholders.

• 한국IT서비스학회지
• /
• 제7권3호
• /
• pp.199-214
• /
• 2008

Unlike physical goods, service consists of a chain of activities that allow the service to function effectively. In order to enhance customer experiences, service providers should innovate service processes. Service innovation refers to new or considerably changed service processes that deliver added value to the customers. Unfortunately, many of the activities are invisible to both service providers and consumers. In terms of service innovation, service visualization is very critical. When we visualize the current service process, we can identify its problems. This study suggests service blueprinting as a service innovation methodology. In order to demonstrate the usage of the methodology, this study examines departure/arrival services at the airport.

• 한국전자거래학회지
• /
• 제7권3호
• /
• pp.105-120
• /
• 2002

The importance of contents industry is growing up in various industries because of internet and digital economy. Recently, contents industry is challenging to new businesses such as total service industry with digital contents. It is important to classify digital contents to use it in contents industries and information and telecommunication service industries. Previous contents classification frameworks is based on contents quality, business model and application methods. They didn't consider business processes, interfaces of business unit and interactions in contents industries. In this paper, we present core business processes in digital contents industries, a corresponding digital contents classification, and analysis method of digital contents industry.

• 한국사회복지학
• /
• 제65권4호
• /
• pp.115-136
• /
• 2013

이 연구는 사회복지사의 전문성과 이용자 옹호의 관계에 서비스과정에서의 이용자 권리에 대한 사회복지사의 인식 및 실행 정도가 어떠한 영향을 주는지를 알아보고자 한 것이다. 이를 위해 서울가톨릭 사회복지회에 등록된 기관을 대상으로 서베이를 실시하여 사회복지사 1급 자격증을 소지하고 있는 198명의 응답을 분석에 활용하였다. 연구결과, 첫째, 전문성은 서비스과정에서의 이용자 권리에 대한 사회복지사의 인식과 실행에 직접적 영향을 미치는 것으로 나타났다. 그러나 서비스과정에서 이용자 권리에 대한 사회복지사의 인식정도는 이용자 옹호에는 직접적으로 유의한 영향을 미치지 않았다. 둘째, 사회복지사의 전문성과 이용자 옹호의 관계에서, 서비스과정에서 이용자 권리에 관한 사회복지사의 인식과 실행 정도는 매개효과가 있는 것으로 나타났다. 다만, 서비스과정에서 이용자 권리에 대한 인식정도는 옹호에 직접적 영향을 미치지 않고 권리 실행을 통해 간접적으로 유의한 영향을 미치고 있었다. 이를 바탕으로 이 연구는 사회복지에의 함의를 제시하고 있다.