• Journal of Korean Society for Quality Management
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• v.32 no.4
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• pp.92-102
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• 2004

In this era of intense competition, TQM has become the key program in organizations as they strive for a competitive advantage. It has been applied to manufacturing and service sector since BNQA model was established in 1987. TQM literature for manufacturing sector abounds with empirical studies on the critical dimensions of TQM, but there is few empirical studies on the TQM evaluation for service sector. In this paper, two methodologies are applied to evaluate the TQM activities of service companies comparatively One of them is the traditional scoring system(TSS) by analytic hierarchy process(AHP). The other is the efficiency measuring system(EMS) by data envelopment analysis(DEA). DEA outperformed other alternative methods to measure the efficiency and it can be applied to evaluate the TQM activities. The objective of this paper is to evaluate TQM activities of domestic service companies by applying TAE(Total quality management Activities Evaluation) model to them. The result of this study is that TSS scores are not significantly correlated with EMS scores. It means that service organizations must not only make efforts to get the higher scores in terms of TSS but also take necessary steps to enhance their efficiencies.

• Journal of Korean Society for Quality Management
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• v.27 no.4
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• pp.123-142
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• 1999

Conventional SPC assumes that observations are independent. Often in industrial practice, however, observations are not independent. A common approach to building control charts for autocorrelated data is to apply conventional SPC to the residuals from a time series model of the process or is to apply conventional SPC to the weighted or unweighted subgroup means. In this paper, we propose a robust CUSUM control scheme for the detection of level change, without model identification or subgrouping of autocorrelated data. The proposed CUSUM chart and other conventional control charts are compared by a Monte Carlo simulation. It is shown that the proposed CUSUM chart is more effective than conventional CUSUM chart when the process is autocorrelated.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.4
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• pp.38-44
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• 2013

Smart phones have brought rapid changes in this competitive world. Smart phone application developers are trying their best to consider the customer requirements in the most efficient way while considering all its attributes. However smart phone service quality has been given less consideration comparatively during the last few years. This paper proposes a measurement method for improving service quality of smart phone application. This method combines the service quality performance model (SQPM) and process capability index (PCI). The service quality performance model is used to identify service items that require improvement. Process capability index is used as a measure for prioritization of those improvements. Case study was carried out to search out important communication application service attributes. customer satisfaction level data was collected for users who used the application service. A total of twenty four service attributes were found during this survey. Using the joint approach of SQPM and PCI, five significant service attributes were prioritized for service quality improvement.

• Journal of Korean Society for Quality Management
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• v.26 no.1
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• pp.126-142
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• 1998

Traditional statistical process control(SPC) assumes that consective observations from a process are independent. In industrial practice, however, observations are ofter serially correlated. A common a, pp.oach to building control charts for autocorrelatd data is to a, pp.y classical SPC to the residuals from a time series model fitted. Unfortunately, one cannot completely escape the effects of autocorrelation by using charts based on residuals of time series model. For the detection of variance change in the process we propose a CUSUM of squares control chart which does not require the model identification. The proposed CUSUM of squares chart and the conventional control charts are compared by a Monte Carlo simulation. It is shown that the CUSUM of squares chart is more effective in the presence of dependency in the processes.

• Journal of Korean Society for Quality Management
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• v.47 no.2
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• pp.295-314
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• 2019

Purpose: This study aims to investigate the factors affecting productivity performance for Korean SMEs of manufacturing which had obtained the certification of Productivity Management System(PMS) that is a Korean assessment program for enhancing maturity of company's management systems. Methods: The proposed model is based on the PMS model. The valid 759 data registered from 2010 to 2018 year was analyzed using SEM analysis for testing hypotheses. Results: The results are as follows. First, Leadership affects the five core sub-system processes positively, but doesn't a significant Business Performance directly. Secondly, HRM, Customer & Market Analysis, and Process Management excluding Productivity Development and Measurement Analysis and Knowledge Management have a significant effect on Business Performance. Lastly, when examining the mediation effect, Process Development, Customer & Market Analysis, and HRM have indirectly effect between Leadership and Business Performance. Conclusion: This study results suggest not only the role of leadership to improve productivity performance of SME, but also which core processes are focused and differentiated.

• Journal of Korean Society for Quality Management
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• v.40 no.3
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• pp.286-294
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• 2012

Purpose: In this study, we propose the ESS process model which, in order to improve reliability of electronic equipment, can be referenced in both development and production phases. Methods: ESS guidelines such as MIL handbooks or private sector ESS guidelines are used for devising the proposed ESS model. Especially, proposed model is customized by using those references in order to be optimized in the domestic development and production phases. Results: ESS-related-requirements which is specified in the Technical Data Package(TDP) for the area of guided missile systems are analyzed. Current status of the requirement and screening strength are analyzed for those systems to show what kind of weak points should be improved. Conclusion: A ESS guideline which is applicable to the domestic weapon acquisition environment is proposed. As such, the necessity and detail guidelines of the proposed model are explained.

• Journal of Korean Society for Quality Management
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• v.42 no.3
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• pp.477-496
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• 2014

Purpose: This paper has examined the impact of open innovation business model in technology commercialization with the data from 30 companies of manufacturing firms in South Korea. Methods: The findings provide support for distinguishing five hypotheses relating to development time, IP management, sales, firm size and R&D intensity. To test the hypotheses, data were collected using via e-mail and fax. Small and medium-sized (less than 300 employees) and large industrial firms were chosen for this study. Results: The result shows that openness in its business model is positively associated with successful technology commercialization. Conclusion: The major findings and the implications are: First, as the business model gets more open, development period of technology will be more favorable which gets benefit from rising costs of innovation. Second, as the business model gets more open, large portion of sales are created from new products. Thus, the problem of shorter product life in the market which affects large portion of market revenue can be solved through an open business model. Third, in general, R&D intensity, firm size and the level of IP management affect determination of business model types. The findings also suggest that companies need to increasingly address their external technology exploitation process instead of focusing on their internal innovation processes.

• The Journal of the Korea institute of electronic communication sciences
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• v.18 no.3
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• pp.441-448
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• 2023

The quality of the casting process generates the largest source of defects in the manufacturing process, so its management is a key factor in productivity and quality evaluation. Based on the results of factor analysis, correlation analysis, and regression analysis with process data, this study aims to optimize the machine learning model to reduce the defect rate and verify the data suitability for smart factories.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.3
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• pp.7-17
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• 2017

Loan consultants assist clients with loan application processing and loan decisions. Their duties may include contacting people to ask if they want a loan, meeting with loan applicants and explaining different loan options. We studied the efficiency of service quality of loan consultants contracted to a bank in Korea. They do not work as a team, but do work independently. Since he/she is not an employee of the bank, the consultant is paid solely in proportion to how much he/she sell loans. In this study, a consultant is considered as a decision making unit (DMU) in the DEA (Data Envelopment Analysis) model. We use a principal component analysis-data envelopment analysis (PCA-DEA) model integrated with Shannon's Entropy to evaluate quality efficiency of the consultants. We adopt a three-stage process to calculate the efficiency of service quality of the consultants. In the first stage, we use PCA to obtain 6 synthetic indicators, including 4 input indicators and 2 output indicators, from survey results in which questionnaire items are constructed on the basis of SERVQUAL model. In the second stage, 3 DEA models allowing negative values are used to calculate the relative efficiency of each DMU. In the third stage, the weight of each result is calculated on the basis of Shannon's Entropy theory, and then we generate a comprehensive efficiency score using it. An example illustrates the proposed process of evaluating the relative quality efficiency of the loan consultants and how to use the efficiency to improve the service quality of the consultants.

• Proceedings of the Korean Society for Quality Management Conference
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• 1998.11a
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• pp.594-609
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• 1998

In this dissertation, a new process capability index $C_{psk}$ is introduced for non-normal process. The Pearson curve and the Johnson curve are selected for capability index calculation and data modeling the normal-based index $C_{psk}$ is used as the model for non-normal process. A significant result of this research find that the ranking of the seven indices, $C_p,\;C_{pk},\;C_{pm},\;C^{\ast}_{pm},\;C_{pmk},\;C_s,\;C_{psk}$ in terms of sensitivity to departure of the process median from the target value T=M from the most sensitive one up to the least sensitive are $C_{psk},\;C_{s},\;C_{pmk},\;C^{\ast}_{pm},\;C_{pm},\;C_{pk},\;C_p$. i.e, By the criteria adopted for evaluation of PCI's $C_{psk}$ is the most sensitive to the departure of the process median from target and $C_p$ is least