• 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.345-352
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• 1998

Performance measurement is increasingly becoming a vital issue for promoting quality management within an organization. This research proposes a new performance measurement approach, called the Hierarchically Associated Performance Measurement, for the organizations which emphasize long term quality thrust through a balanced interface between the quality efforts of various units. The proposed approach is unique in that it considers relationships between internal quality activities and national quality award criteria and that it identifies and utilizes the quality responsibilities of functional units in order to encompass organizational roles in the evaluation process. The approach is illustrated via a numerical evaluation of a fictitious organization.

• 대한전자공학회:학술대회논문집
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• 대한전자공학회 2005년도 추계종합학술대회
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• pp.47-52
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• 2005

In this paper we describe SLA metrics and software architecture for newly upcoming IP TV service. Firstly we show the general description for IP TV. This consists of brief description of IP TV, the general figure of configuration and elements of IP TV network and communication protocol stack of IP TV data transmission for deriving communication quality parameter. And we propose SLA metrics depending on quality measurement point. According to the measurement point the measurable SLA metrics are different. The total view of the IP TV SLA measurement and management architecture is shown. When the quality measurement point is the routers that consist of internet node, the IP media NMS is the quality collection system. And when the quality measurement point is the IP TV STB(Set-Top Box), the IP media collector and Quality Collection Server are the quality collection system. And we show the software block diagram of IP TV SLA processing system and the other related network management systems.

• 대한지역사회영양학회지
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• 제8권3호
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• pp.319-326
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• 2003

The purposes of this study were: a) to develop the a quality measurement tool for the contract-managed hospital foodservice, and b) to evaluate their performance with the developed quality measurement tool, and c) to verify the reliability and validity of the quality measurement tool. The developed quality measurement tool comprised two parts, which were foodservice management and medical nutrition care service. The foodservice management part was classified into six functional categories which were Menu, Procurement and Storage, Production and Distribution, Facility and Utility, Sanitation and Safety, and Management and Evaluation. The medical nutrition care service part indicated the medical nutrition care provided. Quality measurement tool had 91 standards and 324 indicators. The quality measurement tools were distributed to the hospital foodservice manager employed by the foodservice company. The 324 indicators were measured by foodservice manager on the 5-Likert-type scales, and then adapted to a 100 point scale. The SPSS Ver. 11.0 was used for statistical analysis. The categories whose scores were evaluated as being high were Procurement', General Sanitation', Personal sanitation' and Waste' and the categories whose scores were evaluated as being low were Diet Order Manual', Standard Recipe', Appropriateness (Facility and Utility)', Check (Facility and Utility)'and Information Management'. All the categories of medical nutrition service were evaluated as having seriously low scores. Therefore, it was necessary for the contract-managed hospital foodservice to improve its performance in the area of medical nutrition care service. For the verification of the developed quality measurement tool, the reliability obtained by calculating Cronbach's α was 0.8747, and the content validity was also proved by scrutiny of the modification of the Professional group's techniques. (Korean J Community Nutrition 8(3) : 319∼326, 2003)

• 산업경영시스템학회지
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• 제35권3호
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• pp.148-154
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• 2012

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.

• 패션비즈니스
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• 제9권6호
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• pp.39-55
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• 2005

This study examines closely the relationship between beauty art service quality and value. And satisfaction and purchase action that they do perceive to customers who have beauty art service company's service use experience. Moreover, this study was achieved purposely to present service raising plan of good quality to beauty art company managers and business employees. First, to investigate the concept of beauty art service quality and special quality was with doctrines that have been presented through a virtue aspect to achieve this study. Moreover, the wave and beauty art service, human service relativity is a let down unlike manufacture enterprise. Further more, beauty art service by complex composition of existence and nonexistence style is sold, and it could be known by having personality consumed at the same time production. The concept of quality about beauty art service and quality that became perceived through virtue study of concept and measurement about value. Therefor, value was deduced, and could deduce measurement, the linear measure that is applied to measure this. Large majority virtue study found is measuring quality of service to 22 articles on PZB's theory, and this study corrects measurement, the linear measure that is applied in Morritt's study that is based in PZB matrix and supplements and attempted measurement to 22 items. The result measurement dimension is consisted of functional quality, technological quality, physical quality dimension. To measure this through virtue study about value that become perceive, could confirm that all expense and beauty art companies which the customer is paid, connect with offering general quality of service. Therefor, through measurement, 2 dimension was deduced by monetary value and the non-monetary value.

• 경영과학
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• 제26권1호
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• pp.137-159
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• 2009

An organizational performance measurement practice is a function of performance measurement system and performance management system they are currently employing, and its quality is determined by evaluating the followings in a comprehensive manner: first, if they are measuring right things; second, if they are measuring in a right way; third, if they are actively facilitating a process of data collection, structuring, analysis, interpretation, and dissemination; and fourth, if they are using performance measurement results for the primary purposes of performance measurement. This study proposes a diagnostic framework for evaluating the performance measurement practices of public broadcasting which include the qualities of performance measurement and performance management, and develop a structured questionnaire for that purpose. The framework proposed in this study does not serve only as a useful tool for public broadcasting to revise their respective performance measures and performance measurement systems, but it also make their respective performance measurement practices a strategic management tool as well as an operational management one.

• 서비스연구
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• 제8권2호
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• pp.67-76
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• 2018

서비스품질 연구는 서비스학의 주요주제로서 오랜 기간 다수의 연구가 진행되었다. 본 연구는 서비스품질 측정 요소를 개선하기 위한 탐색적 연구로서 서비스본질 특성인 관계성, 쌍방향성, 수평성, 조화성 등을 반영하여 연구를 수행하였다. 또한 그동안 개발된 서비스 품질 측정요소 중에서 환경적 품질, 결과 품질, 편의성 품질 등 주요 요소를 고려하여 본 연구 모형을 재구성하였고, 관계성과 쌍방향성을 상호작용품질로 통칭하는 품질요소를 재설계하였다. 설계된 서비스품질요소는 상호작용품질, 결과품질, 환경품질, 편의성품질, 조화성품질, 수평성품질 6개로 구성 하였으며, 6개 품질요소에 대해 전문가그룹 평가를 수행하여 18개의 측정항목을 도출하였다. 도출된 18개 측정항목의 타당성 검증을 위해 설문조사를 수행하였다. 설문분석 결과, 서비스 품질 측정 요소는 18항목 중에 6요인 15항목이 타당한 것으로 나타났다. 본 연구에서 제시된 서비스 품질 측정을 위한 여섯 개의 요소는 초기단계의 연구 결과이지만, 향후 서비스품질 요소 개선에 활용될 수 있을 것이며, 서비스경제에 부합하는 서비스 특성을 반영하였음에 의의가 있다. 특히 수평성품질과 조화성품질 요소는 기존 연구에서 언급되지 않은 새로운 요소로서 향후 세부 연구수행을 통한 검증이 필요하다. 서비스의 본질과 신서비스의 특징을 반영하여 서비스 품질 측정요소를 개선하는 후속 연구가 필요하다.

• 벤처창업연구
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• 제6권2호
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• pp.13-24
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• 2011

우리는 이 논문에서 측정 단위 설정에 대하여 연구하였다. 품질관리는 고객 요구를 관리하는 것이다. 쥬란과 다구찌가 연구한 품질 형태의 측정 단위를 조사하였다. 그리고 품질 형태의 새로운 측정을 제안하였다. 제안한 새로운 품질 측정은 여러 품질 관리 측정을 조합한 것이다. 이러한 측정은 회사의 관리 수준에서 경영 관리에서 사용될 수 있을 것이다. 우리는 제안된 새로운 측정이 실제 사용되고 도움 되기를 기대한다.

• 산업공학
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• 제20권3호
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• pp.339-352
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• 2007

Beyond SERVQUAL-based service quality research, we develop a measurement model of public service quality that would provide researchers and practitioners in the public sector with a foundation for systematic investigation and implementation. Firstly, we explore the attributes of public service quality that lead to customer satisfaction by using the critical incident technique (CIT). We identified four dimensions of public service qualities. We also found that the critical attributes of service quality differ according to the types of customers. Secondly, to achieve a high degree of empirical confidence, we conduct statistical tests and analyses on the classification scheme and on the attributes of service quality that we derived from the CIT analysis. Through these analyses, we could remove the redundancy among attributes and group the attributes into new constructs, which are mutually exclusive and exhaustive; we built a more sophisticated measurement model of service quality.

• 디지털콘텐츠학회 논문지
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• 제13권4호
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• pp.625-629
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• 2012

NGN 운용과정의 품질 보증을 위해 어떤 체계하에서 품질이 테스트 되어야 하는지 방법론을 도출하기 위해서 멀티미디어 트래픽을 중심으로 NGN 품질측정 프레임워크를 제시한다. 테스트베드는 NGN 운용과정에서 QoS 측정 메트릭스, 측정구간과 측정계위, 측정도구, 측정장비, 측정방법 및 측정결과 분석에 대한 일련의 프로세스와 방법론을 모델화한다. 이 모델은 향후 NGN 품질보증 활동에 활용토록 한다. 통신서비스 품질은 스스로 보장되지 않으며 끊임없이 측정되고 관리될 때에 만 품질 목표수준 확보가 가능하다. NGN 네트워크기술 패러다임 중요성을 감한할 때 NGN 운용상의 품질관리에 대한 연구는 앞으로 활발하게 추진되어야 할 핵심 소재이다.