• 경영정보학연구
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• 제13권3호
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• pp.83-97
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• 2011

민간기업의 양질의 고객 서비스에 익숙해 진 국민들은 공공서비스에 대해서도 같은 수준의 서비스를 기대하고 있다. 이에 따라 공공기관들은 서비스의 질을 향상시키기 위해 다각적 측면의 노력을 하고 있다. 우선 국민들의 요구를 파악하기 위한 고객 만족도 조사를 시행 후, 그 결과분석을 통해 서비스 개선 전략을 수립하고, 서비스 품질 향상을 도모하고 있으며, 직원들의 복리 개선을 위해서 직원만족도 조사를 시행하는 동의 근무환경을 개선하고자 하는 노력도 기울이고 있다. 하지만 이들의 연계한 분석은 이루어지지 않고 있으며, 고객만족도와 직원들의 KPI를 달성하기 위한 노력여부와의 연관성을 살펴 본 연구는 거의 없다. 선순환적인 공공서비스 개선을 위해서는 공공기관은 직원들에게 일방적인 고객서비스 개선만을 요구 할 것이 아니라 조직이 직원들에게 제공하는 직원서비스 개선을 동시에 도모해야 할 것이다. 이에 본 연구에서는 고객만족도(CSI)조사, 직원만족도(ESI)조사를 통해 핵심성과지표(KPI)를 도출하는 방안을 제시했으며, 핵심성과지표의 목표달성도(KPI achievement)와 각 조사결과의 연계분석을 통해 공공기관의 서비스 경영혁신을 도모할 수 있는 서비스 개선 전략을 제시하고자 한다.

• 한국재난정보학회 논문집
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• 제15권2호
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• pp.268-281
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• 2019

연구목적: 본 연구는 시대적 행정 패러다임이 공공부문의 화재 발생에 어떤 영향을 주었는지 찾으려는 목적으로 수행되었다. 연구방법: 이를 위해 신공공관리론에 대한 이론적 고찰을 하고, 보령화력발전소 화재 사고 사례의 원인을 신공공관리론적 가치의 한계를 이용하여 분석하였다. 연구결과: 이론적 고찰 결과, 신공공관리론의 가치 3가지(관리적 책임성, 능률성, 전문성)와 그에 따른 연구준거를 도출할 수 있었다. 사고 사례의 원인 분석 결과, 공공부문에서 신자유주의 시장화에 기반을 둔 능률성이 과도하게 강조되어 관리적 책임성과 전문성 고양에는 미흡했던 것으로 나타났다. 결론: 결론적으로 신공공관리론적 가치를 공공부문의 안전관리 부분에 과도하게 적용하는 한계가 있다는 것을 확인할 수 있었다. 이 연구결과는 소방행정이론의 학술적 발전에 기초자료로 사용될 것으로 기대된다.

• 한국경영과학회지
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• 제27권3호
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• pp.41-57
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• 2002

In this paper, I investigate the impact of quality management activities on the public sector within the framework of Malcolm Baldrige (MB) national qualify model. The Structural Equation Modeling approach has been employed to investigate the cross influences among the seven MB categories. This empirical study shows that a number of statistical hypotheses are significant. The leadership category is the most important driver among the quality management activities. This, in turn, implies that the main source in quality management is to foster a solid qualify oriented leadership system. Categories such as Information Analysis, Strategic Planning, Human Resource Development and Management, and Process Management are significantly related to the Customer Satisfaction category. In addition, leadership, Information Analysis, and Customer Satisfaction categories ere significantly influential to Management Performance.

• 지식경영연구
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• 제4권2호
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• pp.79-94
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• 2003

This paper explores the features, patterns and strategies of innovation in knowledge intensive service (KIS) suppliers in Korea. It was found that characteristics of service innovation and manufacturing innovation tend to converge. Also, diverging elements were found particularly in organizational dimension in the innovation of the service sector. Investigation into the case of information and communication technology (ICT) services revealed that KIS suppliers are active in innovation. They obtained ideas required for their innovations from their knowledge activities inside firms and in the process of interaction with user firms. Large KIS suppliers are to a great extent interested in R&D for innovation, while small and medium suppliers are interested in developmental work. Weak knowledge flow was found between KIS suppliers and the public sector like universities and public research institutes.

• 아태비즈니스연구
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• 제5권2호
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• pp.25-35
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• 2014

This paper aims to propose a conceptual model that empirically examines the relationship of psychological empowerment & role satisfaction and their dimensions with motivation in an Indian context. 176 executives/managers from many public sector organizations in India were approached. Cronbach alpha, correlation and regression analyses were applied to check the research hypotheses. Only meaning was found to be important predictor of motivation. Interestingly, achievement and extension were also observed to be the determinants of motivation. This paper would help researchers and practitioners to work on these variables in some other sectors also. Improvement in the psychological empowerment and role satisfaction will enhance the motivation among Indian business executives/managers which will improve the overall performance of the organization. It is an innovative attempt to utilize psychological empowerment and role satisfaction independently to improve motivation in an Indian framework.

• Asian Journal for Public Opinion Research
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• 제1권1호
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• pp.42-60
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• 2013

This article introduces the infrastructure of public opinion research in Japan by reviewing the development of polling organizations and the current situation of social surveys. In Japan, the polling infrastructure developed through the direction and encouragement of the U.S. occupation authorities. In the early 1969s, however, survey researchers began to conduct their own original polls in not only domestic but also cross-national contexts. An exploration of recent survey trends reveals that polling organizations tended to conduct more surveys during summer, in the mid-range of sample size (1,000-2,999), based on random sampling (response rates of 40-50%), and through the mail between April 2011 and March 2012. The media was the most active polling sector.

• 지식경영연구
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• 제18권1호
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• pp.67-81
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• 2017

As the important breakthrough continues in the field of machine learning and artificial intelligence recently, there has been a growing interest in the analysis and the utilization of the big data which constitutes a foundation for the field. In this background, while the economic value of the data held by the corporates and public institutions is well recognized, the research on the evaluation of its economic value is still insufficient. Therefore, in this study, as a part of the economic value evaluation of the data, we have conducted the economic value measurement of the data generated through the small business guarantee program of Korean Federation of Credit Guarantee Foundations (KOREG). To this end, by examining the previous research related to the economic value measurement of the data and intangible assets at home and abroad, we established the evaluation methods and conducted the empirical analysis. For the data value measurements in this paper, we used 'cost-based approach', 'revenue-based approach', and 'market-based approach'. In order to secure the reliability of the measured result of economic values generated through each approach, we conducted expert verification with the employees. Also, we derived the major considerations and issues in regards to the economic value measurement of the data. These will be able to contribute to the empirical methods for economic value measurement of the data in the future.

• 사물인터넷융복합논문지
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• 제8권1호
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• pp.65-72
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• 2022

사물인터넷(IoT)은 데이터의 융합과 공유 기능을 제공하며, 다양한 첨단 기술이 함께 융복합되어 새로운 서비스를 창출하는 데 있어서 가장 근간이 되는 핵심 기술 분야이다. 하지만, 사물인터넷에 대한 분류 체계가 제각각이며 국내 공공분야를 대상으로 한정 지었을 경우 실제로 어느 정도의 점유율로 어떤 기기 등이 설치되어 운영되고 있는지에 대한 현황을 제대로 파악하기가 어려울 정도로 체계화된 자료나 연구 결과를 발견하기가 매우 어렵다. 따라서 본 연구에서는 사물인터넷 기기에 대한 분류 체계를 매출액과 출하량 및 성장률에 근거하여 현실에 맞게 관련성을 분석한 후 이를 토대로 국내 공공기관을 대상으로 실제 IoT 기기의 점유율 등을 상세 분석하였다. 도출된 분석 결과는 앞으로 IoT 기기에 대한 악성코드 공격 대응, 침해사고 분석 및 보안 취약성 강화 등 정보보호 기술 고도화를 위한 연구 분석용 IoT 기기를 선정하는 과정에서 효율적으로 활용 될 수 있을 것으로 기대된다.

• 한국IT서비스학회지
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• 제20권5호
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• pp.137-146
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• 2021

Recently, public participation in government policy design has been further expanded and public services perceived by users are expanding. At this time, the role of the digital government and the direction of the service to be pursued are user-centered, and above all, it is necessary to focus on the keywords of pre-emptive, preventive, and customized. In order to propose service quality improvement in the public sector, service user-centered classification and monitoring are integrated and the usability of government documents is improved. It is necessary to identify the needs of whether to provide a path for public participation. In the post-corona era, people are accessing quarantine information from the digital government every day. The government should proactively respond to the acceleration of digital transformation and the non-face-to-face demands of the people who experience non-face-to-face daily life. In order to evolve into a smart organization along with the innovation promotion plan and to provide customized services, it is necessary to use existing guides for institutional and technical improvement, along with new technology and data-based analysis, to strive for change management. The government should seek counter-measures that have advanced one step ahead by incorporating new high-tech IT with user-centered necessary services. This study aims to derive improvement plans to provide user-centered digital government service design when designing public services and collecting public opinions. Based on the e-government development model research and the existing research on user-centered service design in the public sector, institutional and technical measures are provided for the improvement of digital government service design.

• 디지털산업정보학회논문지
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• 제10권4호
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• pp.225-236
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• 2014

Productivity of public organizations was far older due to issue more difficult to measure than private organizations. Unlike the private sector, the public sector is a diverse and sometimes conflicting objectives (efficiency, effectiveness, equity, democracy, etc.) exist, it is difficult to measure productivity in a single index. Many departments of government is intricately interrelated and sometimes produced by the joint efforts, it is difficult to allocate performance, incentives and accountability to among departments. And there is the difficulty of collecting data on the productivity indicators of public organizations. Despite these difficulties, we developed a productivity index system and measuring method to systematically introduce the concept of productivity in the local administration. In this paper, the productivity and the productivity index measurement practices of local governments conducted annually from 2011 on was deep into research. First, the report found examples of the governments of the developed countries, productivity measurement, then the way MOPAS(Ministry of Public Administration and Security) measure productivity index of local governments, success factors, the implications were in-depth analysis. Finally, in order to enhance productivity and competitiveness municipalities studied ways to take advantage of the productivity index.