• Korean Management Science Review
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• v.28 no.3
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• pp.15-29
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• 2011

In this paper, we consider a system working at both primary service and secondary service. A server can switch between the primary service and the secondary service or it can be assigned to secondary service as a dedicated server. A service policy is characterized by the number of servers dedicated to the secondary service and a rule for switching the remaining servers between two services. The primary service system is modelled as a Markovian queueing system and the throughput is a function of the number of servers, buffer capacity, and service policy. And the secondary service system has a service level requirement strategically determined to perform the service assigned. There is a revenue obtained from throughput and costs due to servers and buffers. We study the problem of simultaneously determining the optimal total number of servers, buffers, and service policy to maximize profit of the system subject to both an expected customer waiting time constraint of the primary service and a service level constraint of the secondary service and develop an algorithm which can be successfully applied with the small number of computations.

• Journal of Information Technology Services
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• v.7 no.2
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• pp.223-242
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• 2008

We assess service delivery system for outpatients of general hospital(A) using service blueprint. Service blueprint for outpatients' service process currently being implemented in general hospital(A) is analysed to improve hospital services and define hospital service delivery system more accurately. In addition, comparative analysis of service blueprint between before and after improvement is conducted to find that health care services Is now more customer-oriented and hospital employees can link their duties to service delivery system. Dealing with the efficiency of health care service delivery system based on service blueprint analysis is expected to pave the way for continual service quality improvement of general hospitals in the future. The analysis of service blueprint of outpatients' service process suggested in this study is useful for setting strategies for health care service. It also helps service process design and service digitalization of other general hospitals in the future.

• Journal of Korea Multimedia Society
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• v.21 no.2
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• pp.224-231
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• 2018

Recently, the importance of intelligent personalized services is increasing in the era of the 4th Industrial Revolution. In this paper, we proposes design and implementation of the agent recruitment service system for the intelligent headhunting service. The proposed service system has designed and implemented an intelligent service system to efficiently recruit and manage applicants(job seekers). In addition, we develops the modules that can analyze the profile information of the applicant(job seeker), and implement the algorithm to predict the talent verification and analyze the talent type. The proposed service system is expected to contribute to designing the innovative and new service models for the intelligent agent recruitment service system.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.31 no.4
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• pp.162-167
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• 2008

FMEA (failure mode and effect analysis)is a widely used technique to assess or to improve reliability of product not only at early stage of design and development, but at the process and service phase during the product life cycle. In designing a service system, this study proposes a fuzzy service FMEA with the service blueprints as a tool which describes customer actions, onstage contact employees actions, backstage contact employees actions, support processes, and physical evidences, in order to analyse and inform service delivery system design. We fuzzified only two risk factors, occurrence and severity, to more effectively assess the potential failure modes in service. Proposed fuzzy risk grades are applied to Gaussian membership function, defuzzified into Fuzzy Inference System, and eventually identified the ranks on the potential fail points.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.3
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• pp.155-162
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• 2012

This study proposes an integrated approach that uses both a fuzzy service FMEA (failure mode and effect analysis) and HOQ (house of quality) matrix algebra in designing and improving a service system. The fuzzy service FMEA methodology applies the customer satisfaction to the fuzzy RPN model. We fuzzify only the service satisfaction that consist in two failure factors, intangible service and tangible service, to more effectively assess the customer satisfactions on service encounters. Proposed fuzzy service satisfactions with triangle membership function are defuzzified by using the Fuzzy Inference System, and these are eventually identified the ranks on the potential fail points. HOQ matrices are constructed from cause-effect relationships. It is possible for these relationship matrix to find a linear approximation solution on the engineering attributes. Thus, in order to demonstrate how the proposed methods work, practical sample of the A/S part in S Electronic Co. provides for the ranking of the engineering attributes which has been successfully implemented.

• 한국IT서비스학회:학술대회논문집
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• 2006.11a
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• pp.240-247
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• 2006

We assess service delivery system for outpatients of general hospital(A) using. service blueprint. Service blueprint for outpatients' service process currently being implemented in general hospital(A) is analysed to improve hospital services and define hospital service delivery system more accurately. In addition, comparative analysis of service blueprint before and after improvement was conducted to find that health care services is now more customer-oriented and hospital employees can link their duties with service delivery system. The analysis of service blueprint of outpatients' service process suggested in this study are useful for setting strategies for health care service. It also helps service process design and service digitalization of other general hospitals in the future.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.14 no.24
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• pp.149-154
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• 1991

The one of the important problems in the design of queueing systems is the decision of the order of service stations. The object of this problem is the decision of the order that minimizes the expected sojourn time per customer in the given arrival process and service time distributions. In this paper, the tandem queueing system in series is studied with the emphasis on the optimal order of the tandem queueing system which has three stations with single servers. In one system, customers arrive at the first station with Poisson process. This system is composed of service stations with a constant, a general distribution and a Exponential distribution is studied. To select the optimal order after the orders of each pair of two stations is decided, it is compared the two orders of system. With this results, total expected delay of the systems which has three stations is compared. The result is the best that service station with constant time is on the first place, then the service station with general distribution and the service station with Exponential distribution is followed. And the other system is consist of service stations with a constant and two probabilistic distributions. In this case, two probabilistic distributions has a non-overlapping feature. It is the optimal order that the service station with constant time is on the first place then the service station with longer service time and the service station with shorter service time is followed.

• Journal of Korean Society for Quality Management
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• v.29 no.3
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• pp.97-108
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• 2001

The information system for measuring and analyzing service quality of telephone network is designed on the service quality scheme recommended by ITU(International Telecommunication Union) in this study. The information system is composed of the equipments which measure service quality and the systems which analyze the measured data. The schedule algorithm for effectively operating measurement equipments which are located over public switched telephone network is proposed. The functions of the Information system are Introduced. The information system improves the service quality effectively.

• Journal of Agricultural Extension & Community Development
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• v.9 no.2
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• pp.161-171
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• 2002

The extension service for rural tourism is especially important because farmers are usually new in the service industry, while the extension service system for this purpose is yet to be established in Korea. The Israeli case of rural extension service system is studied in this paper in order to explore the implications of the extension service system for the rural tourism in Korea.

• Proceedings of the IEEK Conference
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• 2002.06e
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• pp.43-46
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• 2002

This paper deals with a denial of service is about without permission knocking off service, for example through crashing the whole system. Another definition is that denial of service is seeing to that someone don't get what they paid for. The Network Denial of service Attack Detection System designed and implemented through suggested algorithm can detect attacking from the outside among denial of service attacks. It shown that designed system gives the system administrator the opportunity to detect denial of service attack.