• Journal of Korean Library and Information Science Society
• /
• v.38 no.4
• /
• pp.481-498
• /
• 2007

This study aims to investigate and analyse the present of state and matters of technical services outsourcing in academic libraries. For the purpose summarized methods for outsourcing from reports and papers, suggested principal outline of outsourcing and developed quality control program of catalog. This study also surveyed several academic libraries in outsourcing and analyzed features and related issues of the operation of outsourcing. The results of this study can be refereed to the plan and implementation of technical services outsourcing in the future.

• Journal of Korean Library and Information Science Society
• /
• v.40 no.2
• /
• pp.69-86
• /
• 2009

This study was intended to investigate the quality control in technical services outsourcing in academic libraries. For this purpose, investigated related papers and the experience of outsourced technical services in three academic libraries. Data from senior librarians charged with revision of catalogs are gathered. Issues of catalogs production and quality control are explored and statistics of outsourcing is analysed. Quality control is a major factor of the success of technical services outsourcing operation. The some suggestions in order to enhance quality of vendor-supplied cataloging are presented.

• Journal of Korean Library and Information Science Society
• /
• v.32 no.4
• /
• pp.361-394
• /
• 2001

The purpose this study is tend to consider the direction and policy making when the libraries make a decision of outsourcing with the analysis of the application experiences of outsourcing in the academic libraries (including junior college libraries). The research method of this study is questionnaire technique with the theoretical search. The results of the study are as follows: Libraries which experienced outsourcing are satisfied with the results. The subject of the outsourcing are most focused on the cataloging. The efficiency rate was high when the library staffs was participated in the implementation of outsourcing. And respondents answered that the lack of professionalism of vendors which made the outsourcing difficult and reference work is impossible to outsource in the near future.

• Journal of Information Technology Services
• /
• v.16 no.2
• /
• pp.61-83
• /
• 2017

It is well known that PMO (Project Management Office)s are effective for successful project performance. Since it takes a long time to develop PMO capability, many public organizations and companies that do not have internal PMOs are increasingly relying on outsourcing of PMO functions in order to introduce mature PMO capabilities in a short period of time. However, it is not verified yet whether outsourced PMO is more effective than internal PMO or not. The objective of this study is to verify the effectiveness of PMO outsourcing. There are many different definitions about PMO function, and even the same PMO function may have different effectiveness depending on the Industry. Thus, this study redefined the PMO functions and Project Performance based on the past studies, and conducted research by focusing on the ICT (Information and Communication Technology) industry. The ICT industry is an important industry economically and has been attracting global attention recently. This study is the first attempt to prove the effectiveness of outsourcing of PMO function in Korea. We found that PMO function outsourcing is effective for certain aspects of project performance, particularly technical support and infrastructure management. Overall, PMO outsourcing is usually more effective than internal PMO for improving project performance. The results of this study are expected to contribute to the development of PMO theories and practices.

• Journal of Digital Convergence
• /
• v.13 no.7
• /
• pp.183-196
• /
• 2015

In order to perform a successful outsourcing, we needs the SLA through improving the quality of IT services. In particular SLA metrics and evaluation criteria is an important factor as to substitute the IT viability of the company to promote IT Outsourcing. SLA metrics consist of technical, managerial, user perspective items, and has been managed to aim to provide reliable and continuous quality improvement of IT services. This study focuses on the HW availability metrics of SLA indicators of IT outsourcing. We propose the Infra availability criteria for the HW configuration level to meet the SLA contract and evaluation. We offer the Infra configuration standards of SLA contract, and propose criteria to determine the suitability of the target levels in IT operations audit environment. The proposed model was verified the necessity and effectiveness of the Infra configuration standards and operation audit check items through the surveys of experts and users.

• Journal of the Korean BIBLIA Society for library and Information Science
• /
• v.25 no.1
• /
• pp.193-215
• /
• 2014

This study investigated organizational changes in technical services of university libraries and analysed librarians' perception on the changes of technical service department by the survey to 32 technical service librarians. It also identified several factors that have changed work environment of technical departments such as the shared cataloging and outsourcing, and electronic resources in various formats and creation of metadata for these resources. Most librarians agreed that university libraries have to foster technical librarians' professioanal development to cope with emerging changes of technical services. They also recognized that the integration of traditional cataloging and metadata management is an important issue of orgranizational changes. Contrary to librarians' perception, technical service librarians were not fully awared of the procedure of metadata related works in other departments. Furthermore metadata creation and management were also conducted in several departments of libraries without proper control.

• Journal of Korean Society for Quality Management
• /
• v.37 no.2
• /
• pp.1-11
• /
• 2009

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

• Journal of Information Technology Services
• /
• v.8 no.4
• /
• pp.17-40
• /
• 2009

This study is to guide to estimate service quality on ITSM operation based on ITIL(IT Infrastructure Library). ITIL v2 and v3 provide how to integrate framework of IT service and business process. It is widely used as ITSM operation base. As a latest IT trend, ITSM covers Hardware, Software, SaaS, Network, Call center, Helpdesk, ASP portal and IT operation. Servicedesk is selected as target area where valid sampling is addressable and service change is rapid. Traditional Helpdesk was focusing on technical support to solve internal IT issues passively. But it was evolved into Service Desk which focus in process and provide integrated service from customer's business view point preventively and proactively. Accordingly outsourcing types business are normally performed by group of professional capability. Service quality is measured under the SLA(Service Level Agreement). This study utilized SERVQUAL model as service quality measuring tool developed by Parasuraman, Zeitaml and Berry to find critical factors to satisfy customer. And test was processed regarding effectiveness of IT organization and customer view point thru sampling. Though valid parameters can be changed by ITSM areas under the SERVQUAL models, they naturally can be accepted as a index of service quality measurement after sampling test with acceptable significance. And I recommend to follow this study as a preparation before official SLA.

• Journal of Information Technology Applications and Management
• /
• v.12 no.3
• /
• pp.81-96
• /
• 2005

ASP (Application service provider) as a new type of information systems service has been popular recently and has taken a much attention of information systems professionals and researchers. One stream of the research on ASP performed by IS community dealt with utilization and benefits of ASP systems use. The other researchers argue the importance of ASP vendors' capability to provide users with appropriate services. Kern, Lacity and Willcock (2002) summarized the components of core competency of service providers based on their extensive case studies on application service providers. Also, Levina and Ross (2003) developed a value delivery process of application service Providers in their case study This study is developing Prepositions and an empirical model based on the theory of core competency from strategic management study. The dimension of core competency is composed of management competency, technical service competency and customer service competency. Each dimension is made up of competency items derived from previous studies and adapted by professionals in ASP industry. The validity of the dimensions and items in each dimension has been checked with factor analytic method for empirical test. The core competency dimensions are correlated with performance factors of application service providers including growth of revenue, asset and customer base.

• The Korean Journal of Emergency Medical Services
• /
• v.6 no.1
• /
• pp.153-168
• /
• 2002

Since 1992, conventional fire fighting businesses have been converted into a metropolitan autonomous fire fighting system to be ready for a variety of disasters. However, the corresponding investment has been overlapped due to the non-integration of businesses to prevent any potential disasters, and a series of collaborative systems have been not functioning so well. In the meantime, our fire fighting sector has been trying to set up its own clean and faithful position by abolishing any inconvenient system or outsourcing private sectors, and expanded its work scope from conventional fire fighting even to rescue and emergency works. While focusing on handling disaster, the fire fighting sector has been widely trusted and reliable throughtout our nation. Moreover, our fire fighting sector has secured nation wide mobile organizations, technical personnel by field, special equipments and independent communication network. In addition, the fire fighting sector has knowledges, expertise and capabilities required for managing disasters, while in charge of almost every disaster management works including fire, explosion, collapse, disaster and flood. It becomes an organization for comprehensive disaster management under an absolute national trust, which is based on the system for prevention, preparation and countermeasure against a variety of disasters. Thus, our fire fighting sector must make many efforts and try to modernize conventional education and training. The ways to facilitate rescue and emergency works may include the nurture of technical fire fighting personnel along with modernized equipments, the reinforcement of rescue and emergency education, the facilitation of operating civil defense corps, the facilitation of operating volunteer fire fighting corps, the better arrangement of 119 briefing room for public healthcare in provincial offices, the sterilization of rescue instruments and equipments the better repair education for emergency rescue member, the establishment of regional emergency assistant system and the expansion of fire fighting personnel and equipments. In terms of reinforcing the functions and services of rescue 119 and emergency corps, we must review the following considerations: Building up security system along with operational expansion, building up a system for emergency medical treatment, building up a comprehensive information management system for rescue and emergency, constructing a provincial safety museum and so forth. For the ways to better the works of rescue 119 we can review the following considerations : Improving the education for fire fighting training corps under Jeju Provincial Fire and Disaster Management Department, providing rescue members with more opportunities for clinical practices, enhancing the morale of rescue members, installing a comprehensive briefing room for emergency rescue members, building up medical networks along with reasonable policies for information service, operating the consulting system for rescue 119 and so on. If these requirements are met, it is expected that the fire fighting departments in Jeju province can cope with every accident and disaster a little more rapidly and quickly in compliance with local needs, so that they can keep their own position as a public fire fighting organization which may be trusted by the public.