• 응용통계연구
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• 제22권1호
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• pp.1-16
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• 2009

최근 대부분 기업에서는 통합 데이터베이스 정보를 모델화하고 이를 전략적으로 활용하는 움직임이 가속화되고 있다. 이는 고객과의 커뮤니케이션 및 관계유지로 대변되는 CRM(Customer Relationship Management)이 기업들의 가장 중요한 이슈 중 하나로 부각되고 있기 때문이다. 본 연구에서는 이런 관점에서 CRM의 핵심 요소인 데이터 마이닝 기법을 이용하여 개발한 고객 스코어링 모델을 마케팅 층(Marketing Layer)에 연결해주는 스코어링 캠페인 시스템을 개발 하고자 한다. 개발한 시스템은 고객 스코어링 결과 및 캠페인 대상자 선정 작업을 쉽게 할 수 있도록 GUI환경에서 제공해 줌으로서 일반 사용자들이 쉽게 활용할 수 있도록 하였다.

• 대한임상검사과학회지
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• 제36권2호
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• pp.222-232
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• 2004

The sample collection room(SCR) will have much more influence than all the other departments for the improvement of hospital image, if anyone coming to the SCR in the hospital goes back with the perfect complacency and because most clients who have much stresses and fatigues pay a final visit to the SCR via receipt-diagnosis- acceptance process. SCR has improved its image for the purpose of gratifying clients, in order for clients to visit the hospital again, the quality improvement(QI) team in the Diagnosis Inspection Medical Department has come to a conclusion as follows. The degree of client gratification before improvement marks 65.9 point, but the degree after improvement was 74.2 point. Therefore, satisfaction has increased by 8.3 points. The degree of client gratification in groups before improvement marks (1) service parts-89.2 points (2) facilities and environments-49.1 point (3) toilet facilities-46.3 point. But its gratification after improvement marks (1) 92.5 point (2) 60.1 point (3) 61.0 point. Therefore the degree of satisfaction has increased by (1) 3.3 point, (2) 11.0 point, (3) 14.7 point. The progress of facility improvement plans and the exclusion of improvement on the facility contents in the hospital have made facilities and environments of SCR and toilet facilities to be poorly improved. Although service parts have a good mark, and the facilities and environments are not scoring well, the whole degree clients' gratification of SCR couldn't be helped by the low grade. Therefore the bottom line for the clients' gratification of SCR in the future is to ameliorate the facilities and environments. SCR will take the clients' gratification survey every year and if any items get low marks, that is, below 90 point throughout the survey, SCR will immediately starts the improvement work for the clients' gratification with operating the programs of controlling quality continually, and SCR should induce the operation of services, participating in the kind campaign drive for clients. So SCR will adopt the incentive system for the best staff members who perform these kinds of services.