• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.49-61
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• 2012

Objective: The aim of this study is to offer a holism based Service Experience Analysis System(HSEAS) for service design. Background: Customer experience has been focused in a lot of service area. But it is difficult to understand the customer's needs and their experiences because it's so complex and uncertain. Thus it needs holistic approach that means it's difficult to explain general character merely through the understanding of small parts that composes an object and it must be analyzed within the overall context. Method: Accordingly, the thesis paper proposes the Service Experience Analysis System that satisfies the four following needs. (1) Need of solid Experience Framework in which the special quality of the service experience is considered, (2) need of support for the semantic cohesion between different kinds of data, (3) need of support for the management and search of vast data, and (4) need of building the knowledge base system for collaborative research. Results: HSEAS combines the short information in the customers' words and behaviors or situations and circumstances and provides a place of analysis where the context of the general experience can be read and allows concrete understanding of the actual state and factor of the problem as a Combined Data Analysis Tool. Conclusion: HSEAS becomes the center of information management, analysis and connection and it provides a free collaboration place where physical condition has no relations to as a knowledge base system based on network. Application: It is expected that length and width will be added to the analysis and assistance for effectively accumulating information will be provided in the area of diverse service.

• Quality Improvement in Health Care
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• v.23 no.1
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• pp.69-90
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• 2017

Purpose: The purpose of this study was to analyze the impact of healthcare accreditation and to provide empirical evidence to validate positive effectiveness. Methods:Six electronic databases (KERIS, KoreaMed, NDSL, Ovid-medline, Embase, Cochrane library) were accessed in May 2016. Keywords used were 'accreditation' and 'Joint Commission on Accreditation of Healthcare Organization (JCAHO)'. Of the initially identified 3,008 articles, 60 studies on healthcare accreditation were selected based on inclusion criteria that are hospital accreditation, accreditation by disease and clinical center accreditation. These were retrieved and analyzed. Result: The 60 study results were on the impact of healthcare accreditation. Results were classified into four perspectives of Balanced Score Card (Financial, Customer, Internal Process, Learning & Growth). In internal process perspective, results revealed that healthcare accreditation has made a positive impact on "care process and procedure". In learning & growth perspective, healthcare accreditation has made a positive influence on "leadership", "organizational cultures" and "change mechanisms". However, it revealed that healthcare accreditation does not directly affect financial performance. It is also difficult to reach a definitive conclusion that healthcare accreditation programs affect patient satisfaction of customer and clinical outcome of the internal process. Conclusion: Healthcare accreditation programs provide positive impact on change of care process and building communication-oriented hospital culture. However, more rigorous and diverse research is needed on financial effects and clinical outcomes of healthcare accreditation.

• Journal of the Ergonomics Society of Korea
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• v.36 no.1
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• pp.9-21
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• 2017

Objective: The objective of this study is to understand the effect of angle and curvature of push-return switches, which are external factors in the operation environment inside the cars, on the feel of operation and to propose optimum alternatives. Background: Customers' needs for products are changing from functional and performance aspects to customer-led type where customers can reflect on their needs on the products. The operation inside cars is executed by HMI. The push-return switch is utilized as the most intuitive mode of HMI; therefore, this push-return switch, which is widely used, has to be developed by assessing the preference and satisfaction of the customer. Method: The angle and curvatures, which are external factors that affect the feel of operation, are drawn through surveying the preceding research literatures. The stages to construct alternatives in experiments are as follows: (1) the tactile switch is replaced after dismantling the switch assembly to evaluate the internal characteristics proposed by preceding researches, (2) a drawing is prepared by using a design software, is printed using 3D printer, and then it is attached on the switch assembly, and (3) evaluation for satisfaction of operation is carried out by using a driving simulator. Results: Both the angle and curvature that are external factors of switch significantly affect the feel of operation. However, interaction between the two factors is found insignificant. Therefore, an optimum alternative is proposed considering the experimental outcomes. Conclusion: This study evaluates the satisfaction in operation that affects the feel of operation environment inside the cars. Based on the study results, a guideline for switch design in the center fascia is proposed. Application: This study is expected to be used as basic data for designing automotive switches, as well as switches in the industries similar with the operation environments of cars.

• The Journal of the Korea institute of electronic communication sciences
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• v.7 no.5
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• pp.1153-1164
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• 2012

In this paper, we propose an efficient car management system based on object-oriented modeling using car number recognition and smart phone. The proposed system perceives car number of repair vehicle after recognizing the licence plate using an IP camera in real time. And then, existing repair history information of the recognized car is be displayed in DID. In addition, maintenance process is shooting video while auto maintenance mechanic repairs car through IP-camera. That will be provide customer car identification and repairs history management function by sending key frames extracted from recorded video automatically. We provide user graphic interface based on web and mobile for your convenience. The module design of the proposed system apply software design modeling based on granular object-oriented considering reuse and extensibility after implementation. Car repairs center and maintenance companies can improve business efficiency, as well as the requested vehicle repair can increase customer confidence.

• International Journal of Quality Innovation
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• v.10 no.1
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• pp.1-23
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• 2009

Face the process yield rate improvements of motherboard, although general enterprises finish deployment goal of each functions by overall quality managements, through quality improvement methods, industry engineering methods, plan-do-check-act (PDCA) methods and other improvement solutions, but it is only can be improved partially and unable to enhance the yield rate of product to the target. It only can takes one step ahead to enhance the process yield rate of motherboard with six sigma ($6{\sigma}$) overall DMAIC process and tactics. This research aimed to use six sigma quality improvement tactics by DMAIC systematic procedure and tactics, and find the key factors that effect to the process yield rate of surface mount technology. It also identified the keys input and process and output index to satisfy customer requirements and internal process index. The results showed that the major effective factors by fishbone and process failure modes and effects analysis (PFMEA). If the index of input and output that can be quantified, the optimum parameter can be found through design of experiment to ensure that the process is stable. If the factor of input and output that cannot be quantified, we found out the effective countermeasure by Mind_Mapping, make sure whole processes can be controlled stably, to reach the high product quality and enhance the customer satisfaction.

• Korean Journal of Community Nutrition
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• v.18 no.2
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• pp.154-164
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• 2013

The objectives of this study were to assign reasonability to importance of weight selection issue in key performance indicator for performance evaluation of Centers for Child-care Foodservice Management (CCFSM) developed by using Balanced Scorecard (BSC), to draw key performance indicator (KPI) by perspective and to analyze differences in recognition on importance. From September 25 to October 9, 2012, we conducted a questionnaire-based study via e-mail, targeting chiefs and team leaders of nationwide 21 CCFSMs (43 persons), officials of local governments where CCFSM was established (21 persons), officials of Korea Food and Drug Administration (2 persons) and foodservice management experts (27 persons) in order to estimate the relative importance on 4 perspectives and 14 KPIs and analyzed its results by using 61 collected data. The results showed that relative importance of perspectives was estimated in order of importance as follows: business performance (0.3519), customer (0.3393), resource (0.1557), learning and growth (0.1531). Relative importance of KPIs was in order of importance as follows: Evaluation of sanitary management level in child-care foodservice facilities (0.1327), Level of customer recognition and behavior improvement (0.1153), performances of round visiting inspection on foodservice, sanitary, safety management, and foodservice consulting (0.0913). Our results showed that the recognition differences exist on the relative importance of perspectives and KPIs between officials of CCFSM, KFDA, local government and foodservice management experts. These observations will form the basis for developing evaluation systems, and it is considered that performance indicators developed on this basis will suggest direction of operation which CCFSM will have to perform.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.31 no.2D
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• pp.275-284
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• 2011

In the process of supply chain management (SCM), the supply chain outside of the production line contributes up to 60~70% of value added. Faced with ever increasing competition, companies are exercising the efforts for cost reduction and process improvement. At the center of the efforts is the reengineering of supply chain for the improvement of customer orientation and customer satisfaction. In spite of the need, the contractual hierarchy with subcontractors stands in the implementation of SCM in the construction industry. Although the construction industry has its own unique characteristics, The process of SCM can be adopted into the industry for improving the effectiveness of the business process. This study presents the methods that can foster SCM professionals through the development of SCM professional education contents, and suggests the activations for applying construction SCM.

• Journal of Convergence for Information Technology
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• v.10 no.8
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• pp.250-258
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• 2020

This study analyzes service scape and esthetic labor, emotional reaction, coustomer behavior intention that impacts skincare coustomers' behaviors and extracts relationships of cause and effects. Using 280 surveys were conducted to estheic shop visitors in Ulsan and Geyongnam area in recent 3 months. Using 257 surveys out of the 280 surveys, the writer did actual proof analysis. The data sample is analyzed in multiple regression analysis using Statistical power analysis with 2.1 analysis. Then the statistical processing is done with SPSS 21.0 and AMOS 21.0. It is proven that customer satisfactions from that positive reactions also increase revisit intentions by creating positive ripple effects. Through discoveries of structural relationships of predisposing factors of satisfactions in esthetic and revisit intentions, this study extracts scholastic and operational implications to have positive impacts. Expanded analysis is required in further researches with consideration of various age group and regional targets.

• Proceedings of the Korean Institute of Interior Design Conference
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• 2005.10a
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• pp.193-196
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• 2005

The value of all goods and services produced in the economy divided by population has risen from $7.355 in 1998 to $12.646 in 2003. In other to maintain higher standard of lifestyle, people are 'hungry' for time. The idea of saving time and money by providing many different types of products altogether in one space was implemented with the advent of large warehouse style discount stores. These type of retailers grew in size and popularity during the 1990s and 2000s, causing a decline in sales in the old, traditional downtown markets. From ancient to twenty-first century, the role of the grocery store has been that of the social center of the community; a place of unity and interaction of people. The experience a customer engages in at a grocery store is comparable to that of a museum. Not only is the grocery store a unique, physical space to visit, but also a rich collection of fascination items. The layout of the interior space is meticulously planned for the efficiency of customer circulation and the success of product exhibition. Eye catching graphics and attractive lighting also add to the appeal of the grocery store's high style. Shoppers are no longer satisfied with just buying good products at a lower price. Shoppers prefer to spend time in an entertaining environment. The Hanaro Mart project in this study propose the idea of warehouse style discount stores which can satisfy all the demands of customers and their various activities. This study will open up unique dimensions of aesthetic expression and experience in the interior environments. Shopping for food is an unavoidable task. If food shopping is enjoyable, more people will spend more time at it.

• International Area Studies Review
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• v.13 no.2
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• pp.687-711
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• 2009

This research was conducted to explore the factors that cause medical tourists' dissatisfaction, and find ways to solve the tourists' problems by researching on the relationship between the service recovery and the failure of medical services. Also, the research has put more emphasis on establishing marketing strategies that enable Japanese medical tourists to actively visit Korea, and finding out the effects that the medical tourists satisfaction and trust have on their behavioral intentions, recommendations, and positive feedbacks. The summary of the research analysis results as follows. First, the service recovery after the service failure has positive influences on the medical tourist's satisfaction. Second, the service recovery has proven its positive influences on the tourists' trusts and behavioral intentions. Third, the satisfaction of the service recovery has built the mutual trust between the tourists' and the medical center, and this has positive influences on the customer's behavioral intentions. Finally, the research was conducted to analyze the moderating effects on the relationship between the service recovery and the recovery satisfaction. It was found that the medical service failure recognition type has proven no moderating effects.