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Development of the Performance Measurement Model of Electronic Medical Record System - Focused on Balanced Score Card - (균형성과표를 활용한 전자의무기록시스템의 성과측정 모형개발)

  • Lee, Kyung Hee;Kim, Young Hoon;Boo, Yoo Kyung
    • Korea Journal of Hospital Management
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    • v.21 no.4
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    • pp.1-12
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    • 2016
  • The purpose of this study are suggest to performance measurement model of Electronic Medical Record(EMR) and Key Performance Index(KPI). For data collection, 665 questionnaires were distributed to medical record administrators and insurance reviewers at 31 hospitals, and 580 questionnaires were collected(collection rate: 87.2%). Regarding methodology, Critical Success Factor(CSF) and index of the information system were derived based on previous studies, and these were set as performance measurement factors of EMR system. The performance measurement factors were constructed by perspective using BSC, and analysis on causal relationship between factors was conducted. A model of causal relationship was established, and performance measurement model of EMR system was proposed through model validation. Analysis on causal relationship between performance management factors revealed that utility cognition of the learning & growth perspective factor had causal relationship with job efficiency(${\beta}=0.20$) and decision support(${\beta}=0.66$) of the internal process perspective factors, and security had causal relationship with system satisfaction(${\beta}=0.31$) of the customer perspective factor. System quality had causal relationship with job efficiency(${\beta}=0.66$) and decision support(${\beta}=0.76$) of the internal process perspective factors, all of which were statistically significant(P<0.01). Job efficiency of the internal process perspective had causal relationship with system satisfaction(${\beta}=0.43$), and decision support had causal relationship with decision support satisfaction(${\beta}=0.91$) and job satisfaction (${\beta}=0.74$), all of which were statistically significant(P<0.01). System satisfaction of the customer perspective had causal relationship with job satisfaction(${\beta}=0.12$), job satisfaction had causal relationship with cost reduction(${\beta}=0.53$) of the financial perspective, and decision support satisfaction had causal relationship with productivity improvement(${\beta}=0.40$)of the financial perspective(P<0.01). Also, cost reduction of the financial perspective had causal relationship with productivity improvement(${\beta}=0.37$), all which were statistically significant(P<0.05). Suitability index verification of the performance measurement model whose causal relationship was found to be statistically significant revealed that $X^2/df=2.875$, RMR=0.036, GFI=0.831, AGFI=0.810, CFI=0.887, NFI=0.838, IFI=0.888, RMSEA=0.057, PNFI=0.781, and PCFI=0.827, all of which were in suitable levels. In conclusion, the performance measurement indices of EMR system include utility cognition, security, and system quality of the learning & growth perspective, decision support and job efficiency of the internal process perspective, system satisfaction, decision support satisfaction, and job satisfaction of the customer perspective, and productivity improvement and cost reduction of the financial perspective. In this study, it is expected that the performance measurement indices and model of EMR system which are suggested by the author, will be a measurement tool available for system performance measurement of EMR system in medical institutions.

The Study on the Effects of Organizational Support and Leader-Member Exchange on Organization Members' Committment and Citizenship (조직적 지원 및 리더-부하관계의 질이 조직전념도와 조직시민행동에 미치는 영향에 관한 연구)

  • Cha, Dae-Kyu;Kim, Woo-Taek;Kim, Tae-Hoon
    • Korean Business Review
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    • v.13
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    • pp.1-30
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    • 2000
  • The corporate make an effort to improve organizational committment and the degree of employees' satisfaction(internal customer satisfaction). And If it's possible, it enhance competitive advantage of organization for external customer satisfaction. But in fact, the external customer satisfaction and competitive power is made by the complex function between leader support and organizational support in organization. Those hypotheses has been supported by the study of many scholars. Nevertheless the reliability in the results is not to be enough for certain conclusion. Therefore this study investigated the influence of organizational support and leader support(as a independent variable) on commitment(as a mediating variable) and citizenship(as a dependent variable). The result indicated that employees who perceive a high degree of organization and leader support show a high committment to organization in affection and positive OCB. Also the result showed that high committment to organization in affection enhance the relation between organizational support, leader's support and OCB(organization citizenship behavior) Implications for managers in organizations are suggested.

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The research of the way to gain domestic and foreign market economy force of whitening cosmetics (미백화장품 국내외 시장경쟁력 확보방안 연구)

  • Park, Joon-su;kim, heung-gi
    • International Area Studies Review
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    • v.21 no.2
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    • pp.121-141
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    • 2017
  • The world whitening cosmetics market is fast being taken in 'complex functional cosmetics' including complex function. And highly functional cosmetics market that call cosmeceutical market is growing up with highly functional cosmetics market. In addition, natural cosmetics market including whitening function is growing up in the world in complex functional cosmetics. Distribution channel of the world functional cosmetics is digital communication through beauty and digital. Global companies are adding relationship in new space between customer and brand. So worldwide change phenomenon of whitening cosmetics distribution channel will suggest importance that it should be able to communication with customer in non-traditional space. Domestic whitening cosmetics market is decreasing to reference compound annual growth rate -3.61%. While complex type market is increasing to annual growth rate 33.28%. Since 2008, domestic whitening cosmetics market was changed in distribution channel of center of traditional door-to-door sales. Especially, online channel is about 1/6 level of offline, but since 2014, year-on-year increase rate of online showed 27.1%. In the future, it is anticipated that ratio of online sales is above offline. Whitening cosmetics distribution is being changed, and online channel is growing up, so domestic companies will need tragedy targeting new whitening cosmetics distribution channel and traditional offline channel at the same time. If new company go into whitening cosmetics market, the new company will have to consider natural cosmetics in complex functional cosmetics than whitening cosmetics market. To secure domestic competitiveness whitening cosmetics market, securing differentiation of brand or pursuing change of distribution channel, and we need to seek a method that company and customer can forge communication in new space.

A Study on the Analysis of the Weak Areas of Taxi Service during Late Night Time (심야시간 대 택시 서비스 취약예상지역 분석 연구)

  • Song, Jaein;Kang, Min Hee;Cho, Yun Ji;Hwang, Kee yeon
    • The Journal of The Korea Institute of Intelligent Transport Systems
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    • v.19 no.6
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    • pp.163-179
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    • 2020
  • With the expansion of platform-based taxi service, mobility and convenience of users are getting better. However, due to profitability problem, marginalized areas in the supply of the service are expected to appear. As such, this study analyzed spatial marginalization of taxi service caused by imbalance in supply and demand during the night-time when public transportation service is suspended. According to hot-spot analysis of taxi, outskirt of a city and residential areas showed high vacancy and greater number of drop-offs compared to the number of pick-ups. On the contrary, they were confirmed low in the center and sub-centers of a city. Centrality analysis also showed a similar pattern with hot-spot analysis. Due to this, drivers may refuse to pick up a customer bound for an area with lower out-degree centrality compared to in-degree centrality as it might be difficult for the drivers to pick up another customer after dropping off the current customer. Thus, customers may need to wait for a taxi for a longer time. For this reason, improvement in spatial marginalization caused by mismatch of supply and demand is required. Also, the outcome of this study is expected to be utilized as a basic data.

A Study on Conversion Franchising Strategy : The Case of Nadle-Gagae (컨버전 프랜차이징 전략에 관한 연구 - 나들가게 사례를 중심으로 -)

  • Seo, MIn-Gyo;No, Yong-Sook;Lee, Young-Chul
    • The Korean Journal of Franchise Management
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    • v.2 no.1
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    • pp.74-99
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    • 2011
  • This study aims to introduce conversion franchising strategy by utilizing the case of Nadle-Gagae. The case study of Nadle-Gagae shows that conversion franchising to Nadel-Gagae increases sales, the number of customer visits or visiting rates, and the level of satisfaction of store-owner and customer. This implies that conversion franchising benefits conversion franchising company, store-owner, and customer; it can be conducted as a competitive edge or strategy. However, it is limited to conclude that conversion franchising strategy will apply to all general franchising companies by only analysizing the case of Nadle-Gagae, because the business was initiated by government agency or governmental policy. Therefore, the franchising management should consider more conditions or circumstances related to franchising industry.

The Effects of CRM Commitment and Organizational Culture on CRM Performance (CRM 몰입과 조직문화가 CRM 성과에 미치는 영향)

  • Park, Tae Hoon;Lim, Young Kyun
    • Asia Marketing Journal
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    • v.10 no.2
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    • pp.31-69
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    • 2008
  • The purpose of this study is to identify the organizational characteristics that enhance CRM performances of a company. Based on a review of diverse definitions of CRM performance, this study examines the relationships among CRM performance measures and organizational characteristics. A questionnaire survey of 123 CRM managers of Korean companies was conducted to test the proposed research model, and a series of structural equation modeling identified the strong effects of organizational characteristics on CRM performance. It was found that top management commitment to CRM and a firm's strategic readiness lead to high levels of CRM investment, which, in turn, enhance directly task-related performance and indirectly customer-related performance. This study also confirmed that customer orientation is significantly related to task-related CRM performance and that the variables of CRM commitment and organizational culture may enhance customerrelated performance indirectly through their effects on the task-related performance. However, organizational members' resistance to change was found to have no effects on CRM performance. Overall our research broadly supports the role of organizational characteristics revealed in the CRM literature.

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Investigating the Effect of Technology on Service Innovation and Innovation Performance: Based on Korean Knowledge Intensive Business Service Firms (기술이 서비스 혁신과 기업 성과에 미치는 영향에 대한 연구: 국내 지식 서비스 기업을 중심으로)

  • Hyun-Sun Ryu
    • Information Systems Review
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    • v.18 no.4
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    • pp.43-67
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    • 2016
  • Although many studies have stressed the importance of technology in service innovation, the roles of technology in service innovation are at the center of debates in the service innovation literature. One major research stream regards technology as a trigger for other innovation based on resource advantage theory. Conversely, another major stream considers it as an enabler of other innovations based on complementary theory. The contradictory situation induces the necessity to better understand the role of technology in service innovation. Therefore, this study aims to identify the role of technology in service innovation. This study investigates the role of technology in service innovation based on a service innovation orientation framework. Four service innovation orientations (i.e., service creation, service delivery, customer interaction, and technology) are identified on the basis of Den Hertog's 4D model. This study proposes a research model that examines the indirect effect of technology orientation on innovation performance through the service creation and service delivery orientations, and the effect of technology orientation on firm performance as a moderator between customer interaction orientation and firm performance. Based on empirical data from 193 knowledge-intensive business service firms in Korea, we explain the role of technology in service innovation. The results indicate that technology orientation influences both service creation and service delivery orientations as an antecedent but customer interaction orientation as an enabler. The three service innovation orientations, which are directly and indirectly influenced by technology orientation, positively affect firm performance. The findings also show that the role of technology is different depending on the type of service innovation orientation in this study.

A Study on the Relationship of Job Satisfaction Factors, Job Satisfaction, Organizational Commitment and Turnover Intention of Call Center Agent (콜센터 상담사의 직무만족요인, 직무만족, 조직몰입과 이직의도 간의 상호관계에 관한 연구)

  • Park, Deuk
    • Journal of the Korea Society of Computer and Information
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    • v.16 no.11
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    • pp.209-217
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    • 2011
  • Recently, As it takes charge of the customer service in many enterprises, the importance of call center has been emphasized more and more. The growth of call center industry is leading lots of call center agents. But, Call center agent's frequent turnover deteriorates the labor productivity and quality. Also, This turnover increases training cost and recruit cost. For these reasons, management turnover in call center is emerging as an important issue. The purpose of this study is to analyze the relationship of job satisfaction factors, job satisfaction, organizational commitment and turnover intention of call center agent. To achieve these objective, as a conceptual model of the study, job satisfaction factors, job satisfaction, organizational commitment and turnover intention were reviewed and the model could be estimated through path analysis. According th the finding of this study, job satisfaction factors have positively impact on the job satisfaction, organizational commitment but have not directly impact on the turnover intention. Also job satisfaction and organizational commitment have negatively impact on the turnover intention. As a result, the meaningful implication of this study suggests that the increase of both job satisfaction and organizational commitment through the improvement of job satisfaction factors should be regard as important dimensions to decrease of turnover intention of call center agents.

The Effected Factors on Customer Satisfaction of Medical Service and Willingness to Revisit among Selected Hospital Users in a Local City (일 지방 도시의 종합병원 이용자들의 의료서비스 만족도와 재이용 의사에 미치는 요인)

  • Seo, Seung-Hee;Park, Jong-Young;Han, Sung-Hyun
    • Journal of agricultural medicine and community health
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    • v.30 no.1
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    • pp.89-100
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    • 2005
  • Objectives: This study was to find the effected factors on customer satisfaction for medical service and the willingness to revisit among hospital users Methods: The data was collected by a questionnaire survey from February 1 to April 30, 2004, and 600 samples have been analysed among users of university hospital, private hospital and public hospital in a local city. Results and Conclusions: The satisfaction total score to use hospital was 113.54 points(out of 175 point), these scores were constituted 39.10 points(out of 55 point) on satisfaction score for kindness of hospital employee, 36.28 points(out of 60 point) for equipment utilization and service formality, 18.59 points(out of 30 point) for environmental status and 19.57 points(out of 30 points) for reliability in medical examination and treatment service. The factors effected on satisfaction total score to use hospital were type of visiting hospital, age of customer, convenience to visit the hospital, experience of using other hospitals(R2=0.171). The effected factors of willingness to revisit scores were such as satisfaction score in medical examination and treatment service, satisfaction score of kindness hospital employee, experience of health examination and age of customer($R^2=0.370$). In conclusion, to raise the response's willingness to revisit. This must be reinforced by employee's kindness education and medical service quality.

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Analysis of Utilization Characteristics, Health Behaviors and Health Management Level of Participants in Private Health Examination in a General Hospital (일개 종합병원의 민간 건강검진 수검자의 검진이용 특성, 건강행태 및 건강관리 수준 분석)

  • Kim, Yoo-Mi;Park, Jong-Ho;Kim, Won-Joong
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.14 no.1
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    • pp.301-311
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    • 2013
  • This study aims to analyze characteristics, health behaviors and health management level related to private health examination recipients in one general hospital. To achieve this, we analyzed 150,501 cases of private health examination data for 11 years from 2001 to 2011 for 20,696 participants in 2011 in a Dae-Jeon general hospital health examination center. The cluster analysis for classify private health examination group is used z-score standardization of K-means clustering method. The logistic regression analysis, decision tree and neural network analysis are used to periodic/non-periodic private health examination classification model. 1,000 people were selected as a customer management business group that has high probability to be non-periodic private health examination patients in new private health examination. According to results of this study, private health examination group was categorized by new, periodic and non-periodic group. New participants in private health examination were more 30~39 years old person than other age groups and more patients suspected of having renal disease. Periodic participants in private health examination were more male participants and more patients suspected of having hyperlipidemia. Non-periodic participants in private health examination were more smoking and sitting person and more patients suspected of having anemia and diabetes mellitus. As a result of decision tree, variables related to non-periodic participants in private health examination were sex, age, residence, exercise, anemia, hyperlipidemia, diabetes mellitus, obesity and liver disease. In particular, 71.4% of non-periodic participants were female, non-anemic, non-exercise, and suspicious obesity person. To operation of customized customer management business for private health examination will contribute to efficiency in health examination center.