• Korean Management Science Review
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• v.19 no.2
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• pp.1-23
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• 2002

It has been considered as a means for sustaining a competitive advantage for companies to build and maintain long-term relationships with customers. It is without any doubt that many companies have tried to initiate Customer Relationship Management (CRM). For the effective management of customer relationships, it is critical that they acquire. share and use customer information and knowledge. In this paper, we deduced 9 important factors affecting the qualify of customer information and knowledge from the literature reviews on CRM, and developed the questionnaire to measure these factors. The factors are again categorized into organizational system, employees and IT. We analyzed data collected from 30 companies in service industries such as the finance. distribution and communication industries. The result of data analysis demonstrates that the employees' analytical shills and appraisal and reward systems are closely related to the quality of customer information, and analytical skills and IT support for communications with customers are associated with the quality of customer knowledge. implications of findings and future research directions are discussed.

• The KIPS Transactions:PartD
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• v.12D no.4 s.100
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• pp.601-608
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• 2005

It is very important to improve qualify, cost and the necessary period for production in software development project. In order to improve software quality, cost and period, final product as well as a project planning and process itself are concerned. In CMMI of SEI and ISO/IEC 15504 (SPICE), the process for the project management is specified. Recently, as a method of total management - including man power, budget, and schedule - PMBOK is introduced. The detailed and specific management method in PMBOK results in multiple experiments that apply PMBOK to enterprise environment. In this paper, hybrid method of CMMI and PMBOK is proposed to obey CMMI, at the same time, to apply the detailed and specific management method in PMBOK and develop metrics for the method.

• Proceedings of the Korea Water Resources Association Conference
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• 2004.05b
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• pp.1400-1403
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• 2004

The current industrial development and the Increase of population along Nakdong River have produced a rapid Increase of wastewater discharge. This has resulted in problem of water quality control and management. Although many efforts have been carried out, water quality has not significantly improved. The goal of this study is to design a NGIS-based water quality management system for the scientific water quality control and management in the Nakdong River. For general water quality analysis, QULA2E model was applied to the Nakdong River. A sensitivity analysis was made to determine significant parameters and an optimization was made to estimate optimal values. The calibration and verification were performed by using observed water quality data for Nakdong River. A water qualify management system for Nakdong River was made by connecting the QUAL2E model to ArcView. It allows a Windows-based Graphic User Interface(GUI) to implement all operation with regard to water quality analysis. The modeling system in this study will be an efficient NGIS for planning of water quality management.

• Health Policy and Management
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• v.11 no.4
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• pp.38-53
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• 2001

The price of the hospitals' services is regulated by the governmental health insurance reimbursement schedule in Korea. On the other hand, the emphasis on the quality of care of hospitals service is ever increasing. Under the environment, hospitals have to understand the effects of the activities to improve quality of care on efficiency and on financial performance so that they develop a management strategy that allows quality of care, operational efficiency, and financial achievement simultaneously. This study investigates the relationship among the concepts. The sample for the study includes 23 hospitals that have more than 300 beds. The concept of quality of care is measured by the score reported by the Hospital Standardization Survey (HSS) instituted by Korean Hospital Association. Efficiency is measured by the ratio of number of employee to the number of patients served. Financial performance is measured by the financial ratios indicating the profitability of a hospital. An analysis is performed using the multiple regression. The results show significant positive relationships between the HSS score and efficiency indicators, md between the HSS score and profit measures. However, the significant positive relationship between the HSS score and profit measures disappeared when efficiency indicators were introduced to the model. This study concludes that the structural quality of a hospital has a positive effect on efficiency of the hospital and that the structural qualify indirectly affects the financial performance of a hospital through the improvement of efficiency. Based on the findings, the implications on hospital management and health policy are discussed.

• Journal of Information Technology Applications and Management
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• v.11 no.2
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• pp.167-178
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• 2004

Different from traditional development methodologies like waterfall model, the CBD (component based development) methodology relies on a building block approach in the design and development of information system. The audit procedure and checklist for the traditional IS development methodology are required to be modified to be suitable for CBD. This research reviewed IS audit guidelines for the existing development process and analyzed multiple projects that employed the by component based development process. For the purpose of this study, we chose a governmental project and a next-generation IS project of a financial agency as sample cases. By comparing existing IS audit checklists and items actually reviewed in audit projects, this study identified appropriate check items for the CBD-centric audit program. New items were proposed as additional items such as project control in management phase, usage case and conceptual model establishment, component evaluation and design, in implementation phase, and so forth. The result of the research provides new guidelines for the audit CBD projects for the purposed of increased efficiency and qualify of application development projects.

• Journal of Korean Society for Quality Management
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• v.31 no.4
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• pp.36-54
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• 2003

There have been academic debates upon which measure is more desirable in measuring service qualify between SERVQUAL and SERVPERF. In addition, Korean air lines industry is rapidly growing due to the increase of Koren family income and globalization. This study tried to contribute to both academic and practical issues. This study compared SERVQUAL and SERVPERF measures to determine which is superior to measure service quality in Korean air lines industry. Data was collected from two airliners' customers of Korea. According to the results of confirmatory factor analyses, regression analyses and analyses of goodness of fit, SERVPERF appears to be better in measuring service quality in Korean air lines industry than SERVQUAL. We suggest that SERVPERF be used to measure service quality in Korean air lines industry.

• Journal of the Korean Operations Research and Management Science Society
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• v.30 no.2
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• pp.169-184
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• 2005

This study aims to identify service factors that satisfy customers in the internet shopping mail context. The study examines the relationship between service qualify and customer satisfaction, and explores the moderating role of the internet community type (i. e., transaction community group, interest community group and fantasy community group). By analyzing 188 questionnaires, we found that out of the five service quality dimensions, only reliability, tangibility, assurance and responsiveness dimensions have positive effects on customer satisfaction. We also found that there is a significant difference in the relationship between service quality and customer satisfaction by the perceived type of internet community implications of the findings and future research directions are discussed.

• Journal of Korean Society for Quality Management
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• v.30 no.3
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• pp.111-119
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• 2002

Gears are essential elements for mechanical power transmission. Geometric precision is the main factor for characterizing gear grade and qualify. Gear pitch is one of the crucial measurements, which is defined as a distance between two adjacent gear teeth. It is well-known that variability in gear pitches may causes wear-out and vibration noise. Therefore maintaining pitch errors at a low level plays a key role in assuring the gear quality to customers. This paper is concerned with a case study, which presents a computerized system for Inspecting pitch errors in a gear machining process. This system consists of a PC and window-based programs. Although the start and stop is manually accomplished, the process of measuring and analyzing pitch data is automatically conducted in this system. Our purpose lies in reducing inspection cost and time as well as Increasing test reliability. Its operation is briefly illustrated by example. Sometimes a strong autocorrelation is observed from pitch data. We also discuss a process monitoring scheme taking account of autocorrelations.

• Journal of Korean Society for Quality Management
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• v.32 no.4
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• pp.30-47
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• 2004

The tremendous growth of the Internet, particularly world wide web, has resulted in significant changes in commerce environments. Internet has brought significant changes in the economics of marketing channels and has led to a redefinition of industry value chain. E-commerce has become so important that countries and firms unprepared for this new trend would lose competitive advantages in the coming century of digital economy. The purpose of this study is to identify logistic!; service quality elements about internet shopping mall customers and examine the relationship among e-commerce logistics service quality, customer satisfaction, relationship quality and repurchase intentions in the area of internet shopping mall. To do so, prior studies on logistics service quality, customer satisfaction, relationship qualify and repurchase intentions were broadly reviewed and the relationship among those four concepts was empirically tested.

• Journal of Korean Society for Quality Management
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• v.34 no.2
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• pp.48-67
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• 2006

In this study, an investigation was done into service qualify factors of infant education Institutes, after which a positive verification was made in the relation of cause and effect between service quality, service value and customer satisfaction. Based on this verification, strategies were presented for plans to improve the service quality of infant education. In addition, identification was made into factors that affect customer satisfaction, re-registration intention and recommendation to others in putting forward service operational strategies for infant education institutes and making a comparative analysis on kindergartens and daycare centers.