• 품질경영학회지
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• 제40권2호
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• pp.106-116
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• 2012

This paper aims to develop the adequate quality cost model at a company which delivers ICT(information communication technology) services. One particular business unit was in the first instance selected and quality costs were then analysed at an organization level, for a department and for specific processes. Some areas were determined for quality improvement at each level and their causes were also investigated. However, the existing PAF(prevention, appraisal and failure) models reveled some limitations because the ICT services company included the different number of large and complicated business processes. The PAF model did not sufficiently highlight the detailed causes of failure costs. It did not also stimulate the relevant department's strong responsibility to improve such problems. Both micro PAF and process cost models were proposed in order to cope with this. In final, it explains the relationship between six sigma and quality costing, suggesting how to use the quality costing results as a means of promoting either continuous improvement or innovation in a case company.

• 동아시아경상학회지
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• 제5권4호
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• pp.39-49
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• 2017

Purpose - This study is to propose a creative idea for constant business growth and development by examining characteristics of business outcomes by phase, which are "growth" and "erosion and stagnation," respectively. Research design, data, methodology - It is necessary to identify an occurrence of crisis and its diffusion with a dynamic model in order to identify a success and failure of businesses in an organic way, not on a binary structure. The static perspective is to understand a crisis as a simply one-time event or as a linear causation. Thus, it has a limited understanding of the overall situation and has limits to investigating a foundational cause and developing long-term countermeasures. On the contrary, the dynamic perspective is to understand the crisis as circulation process of the overall system. Thus, it divides elements of the crisis as external and internal ones to understand it as the causal relationship of each element. Results - During the growth period of Burger King, the company promoted its brand very successfully with aggressive and creative marketing activities. However, due to the founder's disposal of management rights and the following changes in the management, the company had no choice but to lose focus on its business philosophy and brand management, and eventually it had to face the big crisis (resonance) which was delisting from the stock market because of the external threat; well-being trend. However, Burger King resumed lifting on the stock exchange by making great efforts to clearly identify the current issues and seek solutions. Under the spirit of "perseverance" and its slogan "Have it your way" the company is now going head to head with McDonald's in the North American region and emerging countries. Conclusions - Then, what is the most crucial factor in the success and failure of businesses? Answers may vary, however, as learned from the case study of Burger King, corporations should inspect the present and focus on developing a long-term strategy for the future and actively fulfill the actions. McDonald's may not be able to innovate by itself in the future as it may become routinized to the growth. There will be chances of winning if we change conditions of individuals or organizations to an organic system in terms of being creative. There is a hopeful message here that an individual or small business may have more advantages in the era of the idea and innovation.

• Asia Marketing Journal
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• 제17권2호
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• pp.39-62
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• 2015

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

• 품질경영학회지
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• 제39권2호
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• pp.217-233
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• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제10권8호
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• pp.3986-4007
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• 2016

Business analysis is a key factor of project success or failure in information systems. However, there are few studies on business analysis competencies. The objective of this paper is to identify which competencies a business analyst (BA) needs, and analyze the importance weights and priorities of business analysis competencies. Literature review yielded 6 competency dimensions and 30 competencies. Based on interviews with 12 experts and analytic hierarchy process analysis, the relative importance weight and priority of each business analysis competency were analyzed. Moreover, an importance-perception gap between stakeholders in different positions was identified. This result can be used as selection and development criteria for superior BAs that are responsible for solving business problems using information systems solutions.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2009년도 춘계학술대회 논문집
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• pp.162-168
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• 2009

FMEA(Failure Mode and Effect Analysis) is a failure analysis method for the system to identify the potential failure modes, and their effects and causes to reduce or mitigate the critical effects of the system. FMEA for railway was introduced with reliability of railway system, and this was used for identifying and analysing the possible hazards qualitatively to meet the requirements in early stage of business. In general, the overall failure data of system could be managed from design stage by FMEA, and also the countermeasures to prevent many predicted failures could be established by identification of failure modes and assement of failure effects by FMEA. Using these advantages of FMEA, the effectiveness of reliability improvement could be expected if FMEA is applied continuously in operation stage. It is essential that railway vehicles are maintained with high level of safety and reliability not to happen any failures in operation. This paper is proposed the proper FMEA for maintenance of railway vehicles compared with existing FMEA.

• 한국산업보건학회지
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• 제33권1호
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• pp.60-69
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• 2023

Objectives: Business operators handling hazardous chemicals regulated under the Chemical Substances Control Act (CSCA) must receive permits to operate their business from the Ministry of Environment. This study analyzed the status of recent legal violation in chemical handling workplaces in Ulsan where a large volume of chemicals is handled for industrial use. Methods: A total of 557 corporations have been granted legal status as business operators in Ulsan. For all business operators, legal violations in regard to the CSCA that were discovered by the environmental office in the last five years (2018~2022) were thoroughly analyzed. Results: A total of 225 violations of the CSCA have been discovered at 165 corporations, with the violation rate accounting for approximately 27% of all business operators. In particular, 22% of the 165 violators (36 corporations) were discovered to have violated twice or more, and some business operators (6%) even violated in consecutive years. Non-compliance of facility inspection was the most frequent violation (45 cases, 20.1%), followed by non-reporting of important changes in the permitted matters (23 cases, 10.3%), non-completion of legal safety education (19 cases, 8.5%), failure to secure permission for modification in the permitted matters (18 cases, 8.0%), and failure to submit chemical transport plans (16 cases, 7.1%). Conclusions: Most of the violations could have been prevented if the field personnel had paid sufficient attention. Thus, it is fundamentally necessary to create an environment for spontaneous safety management for themselves and to strengthen individual capabilities.

• 한국관광식음료학회지:관광식음료경영연구
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• 제9권
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• pp.273-302
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• 1998

INTERNATIONAL MONITORY FUNDS wave swept the Economic structural insolvency lies one upon another with low growth, low trust, low prices, low interest and low employment as[2 down 3 up] phenomenons have been distinguished and low enterprise a control of structures due to forecasting 200 million unemployment, including 600 million unemployed the head of a family population have a difficulty in their life. Only way to give them hope is through the commencement of an enterprises to have 2nd career development. But end of 1995, 467,00 dining out companies have been established and recently business are in depression. There are many business conditions of change of business or reduce operations, if unemployment populations of 5%, 100,000 peoples doing the commencement of an enterprises, enormous number of dining out companies will be increased and the competition will be fierce, especially those who have short knowledge and experience doing the commencement of an enterprises have high failure than success which will give a problems to society. Our study is to make the commencement of an enterprise to reducing the faiure and to be successful for main point to successful commencement of an enterprise, the established can self capability and mental condition, the main important factor is types of industry selection, successful and those established who takes this conditions will very carefully inspect various matters by scientifically and rationally mind industrys propulsion graphs and open official fixture graphs will framing detail factors. One by inspect the reduction of failure, and successful commencement of an enterproses mind industry have been studied.

• 한국경영과학회지
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• 제41권1호
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• pp.1-19
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• 2016

While previous studies on service failures mainly focused on general services, this study examines the effects of failed financial services on the psychological process and behavioral responses of consumers. The important factors of financial service (relational benefits, convenience, branch satisfaction, product diversity, company stability, and product profitability) are regarded as antecedents in our model. We study how each factor of failed financial service affects the negative emotions of consumers through the attribution process and how these arising emotions influence their behavioral responses. Through path analysis, this study shows that failure of service factors of relational benefits, branch satisfaction, and convenience induces disappointment, with the mediation effect of external attribution. Meanwhile, failure of service factors of product diversity and product profitability induces regret, with the mediation effect of internal attribution. Disappointment leads to complaint behavior, and regret leads to switching behavior. Unlike previous studies, the present one considers the important factors of financial service and their effects on the affective and behavioral responses of consumers.

• 한국콘텐츠학회논문지
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• 제13권4호
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• pp.399-406
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• 2013

최근 기업의 비즈니스 프로세스를 혁신하고 효율화하기 위한 다양한 연구가 활발히 진행되고 있는 가운데, 의미 있는 비즈니스 프로세스 모델을 생성하고 분석하는 프로세스 마이닝 연구 분야가 주목받고 있다. ERP (Enterprise Resource Planning) 시스템이나 BPM (Business Process Management) 시스템에서 발생되는 업무 처리 내역이나 이벤트 로그를 분석하여 의미 있는 정보나 규칙을 발견해 낼 수 있는 프로세스 마이닝 기법은 다양한 분야에서 적용되고 있다. 본 연구에서는 프로세스 마이닝 도구인 ProM 시스템을 실제 고장 수리 사례에 적용하여 고장 수리 프로세스를 분석하고 제품의 주요 고장 패턴을 발견하는 방법을 제시한다. 고장 수리 프로세스 분석 결과 단순 통계 분석 결과에서 발견할 수 없었던 연결된 흐름의 빈도 분석이 가능하였으며, 연결된 흐름들 중에서 문제가 되는 프로세스에 대한 업무 향상 방안을 제시할 수 있었다.