• 한국콘텐츠학회논문지
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• 제12권7호
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• pp.346-357
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• 2012

본 연구는 Kano모델을 활용하여 커피전문점의 다양한 품질요인들의 속성을 소비자의 관점에서 분류하였다. 또한, 각 품질요인들이 고객만족 또는 고객불만족에 미치는 상대적 영향력을 분석하기 위해 만족계수와 불만족계수를 산출하였다. 아울러, Kano모델의 한계점을 보완하고 품질요소들에 대한 커피전문점의 품질개선 여지를 파악하기 위해 잠재적 고객만족개선지수(PCSI Index)를 제시하였다. 분석결과, 매력적 품질요소에는 저렴한 가격, 실내인테리어의 고급스러움, 테이블과 의자의 편안함, 무선인터넷 사용의 편리성이 포함되는 것으로 나타났다. 한편, 일원적 품질요소로는 매장의 청결 및 위생, 가격 대비 품질인 것으로 나타났다. 잠재적 고객만족개선지수(PCSI Index)를 산출하기 위해 카페베네와 스타벅스의 만족도를 분석한 결과, 저렴한 가격, 가격 대비 품질 등에서 고객만족 개선 여지가 높은 것으로 나타났다. 본 연구결과는 커피전문점 경영에 있어서 고객만족과 향후 경쟁력 확보를 위해 우선적으로 관심을 두고 개선해야 할 품질요소가 무엇인지에 대한 시사점을 제공해 준다는 점에서 의의를 찾을 수 있다.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 1998년도 The 12th Asia Quality Management Symposium* Total Quality Management for Restoring Competitiveness
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• pp.673-679
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• 1998

The paper aims to apply a model of continuous quality improvement (CQI) to Taiwan provincial Pin Ton hospital. Tools of quality control were used both total quality management (TQM) and quality control circle (QCC) in order to approach the objective of ${\ulcorner}$higher quality, higher efficiency, lower cost${\lrcorner}$. During two years, this hospital has organized thirteen QC circles that were classified three categories according to that objective: four circles work for higher quality; the other four circles work for higher efficiency; five circles for lower cost. After implementation, several results were found from two viewpoints. From viewpoint of tangibility, one of the most outcomes is to reduce labor cost from 56 persons to 28 persons of temporary employees. From viewpoint of intangibility, the result was evaluated using radar chart to compare the difference after improvement. This paper is going to report the process of CQI for the hospital management because it is a new issue in Taiwan since 1997

• 산업경영시스템학회지
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• 제42권3호
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• pp.176-183
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• 2019

The environmental changes in the Korean cosmetic medical service industry in the $21^{st}$ century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, 'Consideration for customer benefits' in empathy category was followed by 'Immediate help' and 'Sincere response' in responsiveness category, and 'Understanding customer needs' in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

• 의학교육논단
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• 제22권3호
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• pp.189-197
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• 2020

The goal of this study is to present efficient measures to improve the quality of medical education through using a developed and applied continuous quality improvement (CQI) model suitable for medical education. To achieve this purpose, we developed a theoretical CQI model through a review of the literature according to the design-based research method. Through repetitive productive cyclical processes and professional reviews, we finally deduced an appropriate CQI model for medical education. The most important results of this study are as follows: First, the CQI model for medical education is defined as a quality management system with a cyclical course of planning, implementation, evaluation, and improvement of medical education. Second, the CQI model for medical education is composed of quality management activities of educational design, work, and evaluation. In addition, each activity has the implementation strategies of planning, doing, checking, and improving based on the PDCA model (Plan-Do-Check-Act model). Third, the CQI model for medical school education is composed of committees related to medical education doing improvement activities, as well as planning, implementing and evaluating it with CQI. As a result, we can improve teaching by using the CQI model for medical education. It is more meaningful because this gives us organized and practical measures of quality management and improvement in medical education as well as in the educational process.

• Journal of Construction Engineering and Project Management
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• 제5권2호
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• pp.24-34
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• 2015

The complexity arises in defining the construction quality due to its perception, based on inherent market conditions and their requirements, the diversified stakeholders itself and their desired output. A quantitative survey based approach was adopted in this constructive study. A questionnaire based survey was conducted, for the assessment of construction quality perception and expectations in the context of quality improvement technique. The survey feedback of professionals, from the leading construction organizations/companies of Pakistan were analyzed. The financial capacity, organizational structure, and construction experience of the construction firms formed basis for their selection. After statistical analysis of survey feedback it was found reliable and valid for the inferential purpose to the target population of construction professionals. The quality perception was found to be project scope oriented, considered as an excess cost for a construction project and keeping the rework minimum by qualifying the required quality tests, keeping the defects minimum by ensuring the specifications of supplied material. Any quality improvement technique was expected to address the financial aspects of the construction project for the employer and contractor, by increasing the profitability through reduction in overall cost, reduction in time, reduction in defects and improving the productivity in a construction project. The study is beneficial for the construction professionals to assess the prevailing construction quality perception and the expectations from implementation of any quality improvement technique in construction projects.

• 산업경영시스템학회지
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• 제36권1호
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• pp.70-77
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• 2013

The theory of two-dimensional quality, in particular, the Kano model that is developed by the analogy with the M-H theory, has been applied in various industry fields for more than three decades. Importance-Performance Analysis (IPA) assumes that the degree of physical fulfilment of quality attributes and the satisfaction of that attribute is linear, and therefore, it is applicable to the traditional one-dimensional attribute, not other quality types defined in the Kano's model such as attractive or must-be attribute. To solve this problem, the current study suggests a new importance-satisfaction analysis using a modified IPA in accordance with the three quality types and a diagonal method introduced by Slack (1999) to determine improvement priority. For this, I investigated 19 smartphone's quality attributes and conducted a survey of 334 university students for the results of Kano's model, which adopted from Song and Park (2012)'s study, and the importance/satisfaction of the quality attributes and the results of the priority for improvement of the 19 quality attributes. The results show that the proposed I-S priority model is better than the conventional IPA based on the comparison results of determination coefficient from the regression analysis of the two models.

• 한국의료질향상학회지
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• 제6권1_2호
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• pp.136-149
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• 1999

Background : Although a number of studies are related to QA improvement, there are few studies applied various method of QA tools. This study reviewed the availability of general quality assurance(QA) tools according to ten steps in performing quality improvement activities at emergency room of a tertiary teaching hospital which has more than 1,000 beds. Methods : All patients in emergency room from 15th Oct. 1997 to 5th Sep. 1998 were surveyed. The survey data based on the patient's records of emergency room were evaluated according to length of stay, and we tried to identify problems with management of emergency room. To solve the problems, our team applied general QA tools(brainstorming, flow chart, nominal group technique, benchmarking, cause-and-effect diagram, run chart, control chart) to quality improvement activities and discussed the availability of the tools. Results : After the activities such as changes of staffing, the establishment of local area network and chest pain clinic, application of triage and so on, the percentage of patient who had stayed more than six hours was reduced from 56.0% to 46.8%. The mean number of patients per day in emergency room was increased from 49 to 62. But the reporting time for laboratory test was not changed after these activities. Conclusion : Each QA tool has unique benefit and limitation, but we can implement and evaluate the quality improvement activities more scientifically and systematically by applying these tools to practice according to QA ten steps.

• Spatial Information Research
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• 제17권2호
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• pp.231-241
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• 2009

현재 21세기 지식정보화사회와 유비쿼터스국토의 기반을 조성하는 3차원 국토공간정보의 구축을 위한 품질 관리의 중요성이 강조되고 있다. 통합품질관리를 통한 3차원 국토공간정보 품질관리의 향상은 공급자가 효과적으로 데이터를 갱신하고, 사용자가 최상의 자료를 취득할 수 있게 해준다. 본 연구는 기존 3차원 품질관리와 사례분석를 통하여 3차원 국토공간정보 품질관리개선안을 마련하고자 하였다. 본 연구에서는 첫째, 3차원 국토공간정보 품질관리의 개념을 수립하였고 둘째, 3차원 국토공간정보 품질관리의 범위와 내용 및 절차는 구체적인 세부 항목으로 분류하여 설정하였으며, 마지막으로 구축지침 개선안에 따라 3차원 국토공간정보의 구축 공정과정별로 품질관리표 등 품질과 관련된 개선사항을 도출하였다.

• 품질경영학회지
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• 제26권2호
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• pp.106-117
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• 1998

The following study has been undertaken to build QIP (Quality Improvement Process) of an inner-layer process in a PCB (Printed Circuit Board) manufacturing plant. The objective of the study is stabilization and optimization of the process through quality improvement. To do that, defective factors in process are gathered by the cause and effect analysis and classified by PFD (Process Flow Diagram), key factors are found out by PFMECA (Process Failure Mode and Effect Criticalty Analisis), DOE(Design of Experiments) is a, pp.ied to those key factors to optimize the process, SPC (Statistical Process Control) chart is used to maintain the optimal conditions of the process and to improve quality continuously, and a quality management system is developed to improve quality mind and quality system for the PCB jmanufacturing plant. Overall, QIP is established to improve quality for the PCB manufacturing plant in the study.

• 한국농공학회논문집
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• 제59권3호
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• pp.51-62
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• 2017

Since living environment has improved, waterfront space using and clear water demand have increased. Ministry of Environment (ME) designated polluted reservoir (worse than 4th grade) as a priority management reservoir to improve water quality (better than 3rd grade) accordingly. Minstry of Agriculture, Food and Rural Affairs (MAFRA) aims reservoir water quality 4th not 3rd grade. And water quality of agricultural reservoirs was not a great interest. For this reason, there are very few water quality monitoring data. However after designating as a priority management reservoir, reservoir manager should start water quality and flow monitoring of reservoirs and inflow streams. This process makes it possible setting complex model to accurate prediction of reservoir water quality and volume. Mulwang reservoir designated as a priority management reservoir in September 2014. In this study, BASINS/WinHSPF and EFDC-WASP were used to predict effect of water quality improvement countermeasures in Mulwang reservoir. To improve water quality of Mulwang reservoir, Siheung-si and Korea Rural Community Corporation (KRCC) established water quality improvement countermeasures. However result of simulation adapting these countermeasures cannot achieve 3rd grade. So 4 additional scenarios were adapted and the result satisfied 3rd grade. This study could help to establish water quality improvement countermeasure by using complex modeling.