• 핵의학기술
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• 제15권1호
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• pp.106-112
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• 2011

기존에는 제안 내용을 검사 담당자가 필요에 의해 개인적으로 process개선을 하였다. 그러나 최근 병원에서 정책적으로 제안제도 활성화를 다양한 방법으로 추진하고 있어 핵의학과 혈액검사실에서도 체계적인 system이 대두 되었다. 이에 핵의학과 혈액검사실에도 제안제도를 활용하여 업무개선이 활성화 되었고 더 나아가 우수제안 사례를 타 병원과 공유하여 RIA 발전에 도움을 추구하고자 한다. 2007년 1월부터 2010년 3월까지 혈액검사실에서 제안한 총 124건의 제안내용을 분석하였다. 연구방법은 제안한 내용을 고객만족, 원가절감, 실험 방법개선, 장비, 환경개선, 전산 등으로 나누어 분석 하였다. 총 124건의 제안 내용 중 환경개선과 전산에 관한 제안이 각 33건씩으로 26.6%를 차지하였고, 고객만족에 관한 제안이 32건으로 약 25.8%를 차지 하였다. 그 중 우수제안 내용은 다음과 같다. 1. RIA-MAT280(핵의학 혈액검사 자동화 기기) washing part 소모품 제작에 따른 기기운용 효율성 증진 및 원가절감 방안 2. Fitting system을 이용한 aspiration line의 개선 및 유지보수 개선방안 3. 자동분주기기(automatic dispensing system, Hamilton) waste bottle cap개조를 통한 액체 폐액 관리 개선방안 4. Hamilton System을 이용한 검사용 검체 분주 시 error방지를 위한 개선방안 5. Air regulator를 이용한 측정성분 dry개선방안 6. 검사코드 순서 배열 수정에 의한 건별결과 입력 error 감소 방안 7. 접수시간 스티커 발행으로 재검사 수행할 모 검체 찾는 시간 단축방안 8. Hamilton 장비 QC 보안으로 정확도 향상 제안제도를 통해 관리자부터 검사실 직원에 이르는 업무개선 의식의 활성화를 유도하고, 전사적인 업무개선 시스템을 확보함으로써 일반직원에게도 아이디어의 생산 및 체계화를 유도할 수 있었으며, 나아가 실질적인 업무개선 효과를 통해 병원경쟁력을 높이고 병원 발전을 도모 하였다.

• 한국산학기술학회논문지
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• 제16권7호
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• pp.4641-4650
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• 2015

본 연구는 지방의료원의 고객세분화를 통하여 향후 전문화된 의료기관으로 진료전문성을 강화하여 경쟁력을 확보할 수 있는 진료전문화 전략을 제시하는데 목적이 있다. 조사기간은 2013년 1월부터 12월까지 입원한 환자 26,658명을 연구대상을 선정하였다. 분석방법은 군집분석과 의사결정나무분석을 이용하였다. 결론을 보면, 성별은 여자, 연령은 60세 이상, 질환별로는 근 골격계 및 결합조직의 질환이 충성고객으로 선정되었다. 이들은 지방의료원의 고객관리측면에서 향후 구전의 효과가 높은 고객 군으로 금전적인 소비규모가 높은 점을 고려하여 이들에게 제공된 의료서비스에 대한 모니터링과 커뮤니케이션을 통해 지속적인 관계를 유지하는 것이 중요하다. 앞으로 전문 분야의 전문의와 전문적 시설 확보 등의 적합한 조직구조와 환경을 갖추는 것이 중요하며, 지역 내 개원의, 유관기관간의 전략적 제휴 통한 진료협력 및 의뢰, 의료서비스 범위의 집중화가 필요하다.

• International Journal of Quality Innovation
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• 제9권3호
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• pp.71-91
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• 2008

The definition of cycle time is the time from the wafer start to the wafer output. It usually takes one or two months to get the product since customer decides to produce it. The cycle time is a critical factor for customer satisfaction because it represents the response time to the market. Long cycle time reflects the ineffective investment for the capital. The cycle time is very important for foundry because long cycle time will cause customer unsatisfied and the order loss. Consequently, all of the foundries put lots of human source in the cycle time improvement. Usually, we make decisions based on the experience in the cycle time management. We have no mechanism or theory for cycle time management. We do work-in-process (WIP) management based on turn rate and standard WIP (STD WIP) set by experiences. But the experience didn't mean the optimal solution, when the situation changed, the cycle time or the standard WIP will also be changed. The experience will not always be applicable. If we only have the experience and no mechanism, management will not be work out. After interview several foundry fab managers, all of the fab can't reflect the situation. That is, all of them will have an impact period after product mix or utilization varied. In this study, we want to develop a formula for standard WIP and use statistical process control (SPC) concept to set WIP upper/lower limit level. When WIP exceed the limit level, it will trigger action plans to compensate WIP Profile. If WIP Profile balances, we don't need too much WIP. So WIP level could be reduced and cycle time also could be reduced.

• 마케팅과학연구
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• 제12권
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• pp.1-27
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• 2003

아웃소싱은 국내 소매기업에서 대부분이 활용하고 있을 만큼 보편화되어 있지만 지금까지 이에 대한 체계적인 연구는 부족한 실정이며, 특히 소매기업의 아웃소싱이 마케팅 성과에 어떤 영향을 미쳤는지에 대한 선행연구는 이루어지지 못하고 있다. 본 연구에서는 소매기업의 현실적인 여건을 염두에 두고 문헌연구를 종합적으로 고찰해 연구 모형을 구축하여 아웃소싱의 전략요인인 아웃소싱 목표 및 범위의 명확화, 코소싱, 공급기업 관리, 인적자원의 참여가 마케팅 성과 요소인 서비스 품질 향상, 고객만족, 종업원의 능력 향상에 미치는 영향을 분석하였다. 또한 아웃소싱 전략요인이 마케팅 성과에 미치는 영향은 아웃소싱 동기 및 인적자원의 아웃소싱 정도에 따라 어떠한 차이가 나는지에 대해서도 분석하였다. 아웃소싱 전략요인이 마케팅 성과에 미친 영향에 대한 가설을 검증한 결과, 코소싱은 서비스 품질 향상에, 인적자원의 참여는 서비스 품질 향상과 종업원의 능력 향상에, 공급기업 관리는 고객만족과 종업원의 능력 향상에 유의한 영향을 미치는 것으로 나타났다. 그러나 아웃소싱 목표와 범위의 명확화는 마케팅 성과 변수에 영향을 미치지 않은 것으로 밝혀졌다.

• 한국실내디자인학회논문집
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• 제14권6호
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• pp.120-131
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• 2005

Nowadays, food style would be changing as western and much like simple. because there was changing for customer both life style and recognition of what the food is, so that the customer would like to get something that has a high qualified and special. In the society changing continuary, the upgraded speed of atmospher and competition between bakery company is running quickly. in order to follow the customer who are different individually and pursuit lots of kind of things. In fact, it's not only making atmosphere that could give relaxation and rich life but also supporting commodity and many kinds of information to effect the sale's effectiveness, so the various alternative need to be checked out to treat the difference of atmosphere. importance of space composition plan considerating specific character is confirmed each commercial area of alternatives. In this study, we want to provide the most important standard of space composition of several visible or invisible environment factor making an bakery store. commercial rights are defferentiated between center commercial land and dwelling commercial land and we can strengthen the competitveness by bringing inspect, analysis, comparison about product make-up price each commercial land in space organixation of in-store actively in the 21 century's new bakery competition. In the 21st century, we should recognize we are in the new period about these a aggressive goal of maximization of sales and performed space construction through plan specialization to build reasonably and effectively. composition plan for store space as composition rate of product would be basic plan. so when the opening store is decided it need to be basic composition plan space which Is proper to situation of area.

• 보건교육건강증진학회지
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• 제20권3호
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• pp.125-143
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• 2003

With the shift of cause of death from infection to chronic, the health expenditure has risen dramatically. To curb the increasing health expenditure, programs and campaigns to promote health were proposed and implemented. Most of them, however, were not successful in achieving satisfactory results. Customer Relationship Management has been gradually accepted as an innovative approach to health promotion. The objective of this research was to develop a Customer Relationship Management system for providing comprehensive health care services to the residents in the community. Detailed objectives were as follows： The first objective was the development of the CRM system for health promotion. The second objective was the satisfaction assessment for the health promotion program using the CRM system. The third was the proposal for the effective utilization of the CRM system. The development methodology of the CRM system was Rapid Warehouse Developing Method. As a CRM system equipment, a workstation with GIS of Windows 2000 was selected. SQL Server 2000 was used as a development tool and database. The subjects of study were diabetic mellitus patients, hypertension patients, and vaccin patients. The campaign channel of patients was an autocalling system. For the satisfaction assessment, a survey was performed. The main content of the survey was satisfaction level. The satisfaction level of the health promotion program using CRM system was 79.3%. In consideration of the above findings, we suggested ways of improving the Health Promotion Program by using CRM. The first was the efficient selection of the subjects of the Health Promotion Program. The second was the development for health promotion program using CRM system(life time health of individual etc).

• 보건행정학회지
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• 제18권3호
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• pp.41-57
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• 2008

To examine the gap between physician's perceived importance and performance of care and to identify factors associated with the gap. A self-administered questionnaire survey was conducted with 91 physicians working in a University hospital in Seoul. The respondents were asked about their perceived importance and actual performance of interpersonal care on a 5-point Likert-type scale, indicating a higher score as higher importance and performance. Interpersonal care was measured by questions modified from the Korean Standard Service Quality Index, which are grouped into 6 categories: basic services, extra services, reliability, courtesy, convenience, and tangibles. Multiple regression analysis was conducted to find out physician characteristics associated with the gap. All of the 6 interpersonal care categories showed lower performance than perceived importance. The respondents tended to have a worse performance than perceived importance as the number of patients per outpatient care session ($\beta$=-0.0204, p<0.05) and the need for customer satisfaction education increase ($\beta$=-0.2226, p<0.05). Female physicians ($\beta$=0.2336, p<0.05) and those with higher job satisfaction($\beta$=0.0096, p<0.05) showed a better performance than perception. Overall, it appears that lower quality of interpersonal care was delivered to patients than the desired level considered by the responding physicians. Based on the regression analysis results, it is suggested that reducing patient volume per session, fulfilling education need for customer satisfaction, and improving job satisfaction may contribute to reduce the gap between physician's perceived importance and performance of interpersonal care.

• 산경연구논집
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• 제11권12호
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• pp.29-38
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• 2020

Purpose: The purpose of this study is to empirically analyze the effect of chatbot service quality, chatbot trust, and chatbot satisfaction on chatbot reuse intention and store reuse intention. Research design, data, and methodology: We reviewed the literature on domestic and international chatbots, established hypotheses, and analyzed them. We empirically analyzed the process model in which chatbot service quality (interaction quality, information quality) has a positive effect on chatbot trust and chatbot satisfaction, and that chatbot trust and satisfaction positively affect chatbot reuse intention and store reuse intention. A survey was conducted on 212 people who had used shopping mall chatbots and financial service chatbots after demonstrating the shopping mall chatbot video. Structural equation modeling was conducted by using AMOS 24.0 to test the proposed relationships. Results: As a result of the empirical analysis, the effects of interaction quality on chatbot trust and information quality on chatbot satisfaction were not supported, but the rest of the hypotheses were statistically significant. It was found that the information quality of chatbot service had a positive effect on chatbot trust, but did not significantly affect chatbot satisfaction. In addition, the interaction quality of the chatbot positively affects the satisfaction of the chatbot, but it does not significantly affect the trust of the chatbot. Chatbot trust was found to have a positive effect on chatbot satisfaction. Chatbot trust and chatbot satisfaction were found to have a positive influence on the intention to reuse the chatbot. And, chatbot trust and chatbot satisfaction were found to have a positive influence on store reuse intention. Conclusions: The findings of this study offer significant theoretical and managerial contributions in the context of chatbot. Chatbots should enhance customer contact quality management from the perspective of total customer experience management rather than partial function. When providing a chatbot service, it is more desirable to give priority to providing accurate information to increase trust, and at the same time to improve customer satisfaction by increasing the quality of interaction. And in order to increase the competitive advantage of companies, the purpose of introducing chatbots should be clarified and approached strategically.

• 보건의료산업학회지
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• 제6권3호
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• pp.13-27
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• 2012

This study aimed to identify the effects of contents, to find out the development approaches of promotion and contribute to increase the expectation on medical institutions and wills to use and improve the customer satisfaction on homepages of such medical institutions by analysis on the contents of hospital homepage. This research performed the frequency analysis, cross analysis, t-test correlation analysis, and multiple regression analysis and came to the conclusion. In accordance with the research results, since the university hospital homepages had more contents than the homepage of general hospitals and national and public hospitals, the university hospital homepage provided sufficient information to visitors and tried to satisfy the customers and activate the hospital promotion using the homepage contents. On the contrary, the homepage of general hospitals and national and public hospitals had insufficient contents and unique and differentiated contents were not sufficiently provided. On the basis of the results of this study, further study on the approaches to improve the contents of homepage of general hospitals and national and public hospitals will be of great help to activate the hospital promotion by increasing the average number of visitors and page views. Furthermore, it is required to make every endeavor for systematic management and operation and research on promotion using the homepage contents.

• 대한영양사협회학술지
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• 제14권2호
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• pp.114-126
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• 2008

The purpose of this study was to gauge customers' satisfaction with the hospital, university, factory, and office foodservices from a contracted provider. Importance-performance analysis (IPA) evaluations were conducted. Questionnaires were returned from 1,808 customers in 46 foodservice locations. The average total scores of the importance and performance of seventeen quality characteristics were 4.14 and 3.23, respectively, on 5-point scales. The average total score of gap (gap = performance - importance) was -0.92. Analysis of significant difference according to the type of foodservices revealed that, hospital foodservices had more items with significant high scores than those of other groups in the average total scores concerning importance (p<0.01) and performance (p<0.01). The average total scores of gap showed no significant difference. Significant differences were evident in the food and personal service dimensions, and the scores of hospital foodservices trended significantly higher than those of other groups. Importance-performance analysis (IPA) analyses for hospital foodservice implicate 'variety of menu', 'cleanness of dishes', and 'taste of food' as items requiring prompt attention and improvement.