• 제목/요약/키워드: service area evaluation criteria

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QFD/AHP를 이용한 Heavy Lifting 서비스 업체 선정을 위한 평가지표 개발에 대한 연구 (A Study on Criteria of Selecting Heavy Lifting Service Provider Using QFD/AHP)

  • 박세정;김승희;김우제
    • 산업경영시스템학회지
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    • 제36권3호
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    • pp.51-62
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    • 2013
  • We propose a method using QFD for design the hierarchical structure of AHP. This method provides definition for each area of House of Quality and design the hierarchical structure of the bottom-up QFD/AHP in which the upper hierarchy is designed through the classification of common characteristics with a focus on the lower hierarchy. Finally, we apply it to the development of an evaluation index for selecting heavy lifting service providers. This study has significance as the first instance of designing the archical structure of AHP after objectively verifying whether MECE condition, the basic requirement for AHP design, is satisfied.

열차운행에 따른 철도역사의 진동영향 평가 (The Vibrational Evaluation of Railway Station by the Train Service)

  • 김병삼;이태근
    • 한국소음진동공학회논문집
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    • 제20권10호
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    • pp.968-975
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    • 2010
  • The high interest for the ground vibrations which is caused by the train service is risen. When the trains are passed, a serious force is applied to ground and the caused vibration is propagated to the area of the building by the ground and rocks. This vibration comes to feel in the residents with the direct vibration, it is radiated in sound. The caused vibration and radiated sound affect the human's life, and this vibration brings about the operation interruption of the equipment which is sensitive to the vibration, or will bring about the structural damage of the building. In this study, the effect of the vibrations caused by the passing trains on the railway station and buildings is investigated by vibration measurement. Indoor and outdoor measurement is carried out by each trains.

쿤밍-몬트리올 글로벌 생물다양성 프레임워크 목표 성취를 위한 우리나라 OECM의 개별 평가 기준 연구 - 국립가리왕산자연휴양림을 중심으로 - (A Study on the Site-Level Assessment Criteria of OECM in Korea for Achieving Kunming-Montreal Global Biodiversity Framework - Focusing on the National Gariwangsan Natural Recreation Forest -)

  • 심윤진;성정원;이경철;권형근;이다현;안종빈
    • 한국환경복원기술학회지
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    • 제27권2호
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    • pp.17-28
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    • 2024
  • In order to achieve the management goals (30by30) mandated by the Kunming-Montreal Global Biodiversity Framework, this study established the site-level assessment criteria for OECMs, tailored to domestic circumstances using the Delphi analysis. Subsequently, a site-level assessment was conducted on the National Gariwangsan Natural Recreation Forest. As a result of the study, the initial step involved presenting criteria for the site-level assessment of OECMs, with 'consent for the assessment and recognition of OECM by competent and management authority' proposed as a prerequisite. Subsequently, seven evaluation criteria were established, including 'other than a legally protected area', 'spatially separated area with defined boundaries', 'effective in-situ conservation of biodiversity', 'sustainable management based on the competent and management authority', 'long-term sustainability of conservation outcomes', and 'provision of ecosystem services'. The results of applying site-level assessment criteria to the National Gariwangsan Natural Recreation Forest indicate that six criteria were met, while one criterion (sustainable management based on the competent and management authority) requires further improvement. Specifically, the key competent and management authorities for the National Gariwangsan Natural Recreation Forest are the Korea Forest Service and the National Natural Recreation Forest Management Office, with competent and management organizations established. However, the management focus is primarily on providing forest recreation services centered on users and facilities, making it difficult to confirm the long-term biodiversity conservation plans and implementation by the competent and management authorities. Therefore, it is deemed necessary to improve the long-term biodiversity conservation plans and implementation for the recognition of the National Gariwangsan Natural Recreation Forest as an OECM.

가정간호 서비스 질 평가를 위한 도구개발연구 (A basic research for evaluation of a Home Care Nursing Delivery System)

  • 김모임;조원정;김의숙;김성규;장순복;유호신
    • 가정간호학회지
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    • 제6권
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    • pp.33-45
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    • 1999
  • The purpose of this study was to develop a basic framework and criteria for evaluation of quality care provided to patients with the attributes of disease in the home care nursing field, and to provide measurement tools for home health care in the future. The study design was a developmental study for evaluation of hospital-based HCN(home care nursing) in Korea. The study process was as follows: a home care nursing study team of College of Nursing. Yonsei University reviewed the nursing records of 47 patients who were enrolled at Yonsei University Medical Center Home Care Center in March, 1995. Twenty-five patients were insured at that time, were selected from 47 patients receiving home care service for study feasibility with six disease groups; Caesarean Section (C/S), simple nephrectomy, Liver cirrhosis(LC), chronic obstructive pulmonary disease(COPD), Lung cancer or cerebrovascular accident(CVA). In this study, the following items were selected : First step : Preliminary study 1. Criteria and items were selected on the basis of related literature on each disease area. 2. Items were identified by home care nurses. 3. A physician in charge reviewed the criteria and content of selected items. 4. Items were revised through preliminary study offered to both HCN patients and discharged patients from the home care center. Second step : Pretest 1. To verify the content of the items, a pretest was conducted with 18 patients of which there were three patients in each of the six selected disease groups. Third step : Test of reliability and validity of tools 1. Using the collected data from 25 patients with either cis, Simple nephrectomy, LC, COPD, Lung cancer, or CVA. the final items were revised through a panel discussion among experts in medical care who were researchers, doctors, or nurses. 2. Reliability and validity of the completed tool were verified with both inpatients and HCN patients in each of field for researches. The study results are as follows: 1. Standard for discharge with HCN referral The referral standard for home care, which included criteria for discharge with HCN referral and criteria leaving the hospital were established. These were developed through content analysis from the results of an open-ended questionnaire to related doctors concerning characteristic for discharge with HCN referral for each of the disease groups. The final criteria was decided by discussion among the researchers. 2. Instrument for measurement of health statusPatient health status was measured pre and post home care by direct observation and interview with an open-ended questionnaire which consisted of 61 items based on Gorden's nursing diagnosis classification. These included seven items on health knowledge and health management, eight items on nutrition and metabolism, three items on elimination, five items on activity and exercise, seven items on perception and cognition, three items on sleep and rest, three items on self-perception, three items on role and interpersonal relations, five items on sexuality and reproduction, five items on coping and stress, four items on value and religion, three items on family. and three items on facilities and environment. 3. Instrument for measurement of self-care The instrument for self-care measurement was classified with scales according to the attributes of the disease. Each scale measured understanding level and practice level by a Yes or No scale. Understanding level was measured by interview but practice level was measured by both observation and interview. Items for self-care measurement included 14 for patients with a CVA, five for women who had a cis, ten for patients with lung cancer, 12 for patients with COPD, five for patients with a simple nephrectomy, and 11 for patients with LC. 4. Record for follow-up management This included (1) OPD visit sheet, (2) ER visit form, (3) complications problem form, (4) readmission sheet. and (5) visit note for others medical centers which included visit date, reason for visit, patient name, caregivers, sex, age, time and cost required for visit, and traffic expenses, that is, there were open-end items that investigated OPD visits, emergency room visits, the problem and solution of complications, readmissions and visits to other medical institution to measure health problems and expenditures during the follow up period. 5. Instrument to measure patients satisfaction The satisfaction measurement instrument by Reisseer(1975) was referred to for the development of a tool to measure patient home care satisfaction. The instrument was an open-ended questionnaire which consisted of 11 domains; treatment, nursing care, information, time consumption, accessibility, rapidity, treatment skill, service relevance, attitude, satisfaction factors, dissatisfaction factors, overall satisfaction about nursing care, and others. In conclusion, Five evaluation instruments were developed for home care nursing. These were (1)standard for discharge with HCN referral. (2)instrument for measurement of health status, (3)instrument for measurement of self-care. (4)record for follow-up management, and (5)instrument to measure patient satisfaction. Also, the five instruments can be used to evaluate the effectiveness of the service to assure quality. Further research is needed to increase the reliability and validity of instrument through a community-based HCN evaluation.

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7대 분야 자격재설계 종목의 NCS 수준의 타당성 분석연구 (An Analytical Study on Feasibility of NCS Level of Qualification Redesign Categories in 7 Major Areas)

  • 강석주;우미혜;박영삼
    • 공학교육연구
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    • 제19권1호
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    • pp.47-53
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    • 2016
  • New occupational qualification system built on NCS(National Competency Standard) aimed to induce industries, the final appliers of qualification, to play a leading role in designing qualification and to spontaneously apply such qualification standard to employment and promotion so as to reinforce universality of qualification. In this study, we verified the validity of NCS level of qualification categories for 130 occupational fields by redesigning NCS-based new occupational qualification system with a focus on 7 major areas, including mechanical field, which were found to have wide-ranging social ripple effect throughout society and high acceptability in 2014. The results of study on suitability at qualification level suggested the followings: First, there is a difference in number of competency units for each qualification category, depending on area. New qualification covering 7 major areas included 15.3 competency units for each qualification category, which exceeds the number of competency units(about 10 units) in subdivided NCS. By field, some difference was found with 7.9 competency units for cultural field and 22.6 competency units for information and communication area. Second, preference above normal level was observed in the criteria, procedure and method for determining qualification redesigning. However, preference below normal level was exhibited in connection with possibility of linkage with overseas qualifications, although preference was above normal level in relation to the suitability of design/qualification level and qualification categories based on lifelong career development path within scope of NCS as the criteria for determining the redesign of qualification categories. Second, we compared NCS level and SC(Sector Council level, and the results showed that NCS level was found to be somewhat well-defined. For the qualifications with different definitions, it was deemed difficult to determine superiority between NCS level and SC level. However, majority opinion indicated that it would be desirable to follow NCS level because NCS was created through collection of opinions for a prolonged period.

의료기관인증평가 전후 인증기준 준수율의 변화 : 대전지역 대학병원의 방사선사를 중심으로 (Changes in Compliance Rates of Evaluation Criteria After Healthcare Accreditation: Mainly on Radiologic Technologists working at University Hospitals in Daejeon Area)

  • 고은주;이진용;배석환;김현주
    • 대한방사선기술학회지:방사선기술과학
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    • 제36권4호
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    • pp.281-290
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    • 2013
  • 이 연구는 의료기관인증 획득 당시와 인증획득 이후 인증기준 준수율이 얼마나 향상 또는 감소되었는지를 확인하고자 의료기관인증을 획득한 대전지역의 4개 대학병원에 종사하며 의료기관 인증평가를 경험한 방사선사를 대상으로 하였다. 연구방법으로는 의료기관인증평가 기준 틀을 재분류하여 환자안전, 직원 및 환경안전 영역에 대해 평가하였다. 환자안전(patient safety) 8문항, 직원안전(staff Safety) 5문항, 환경안전(environmental safety) 3문항으로 총 16문항으로 구성하였고 인증기준 준수율은 10점 척도로 인증평가 당시와 현재의 인증기준 준수율을 측정하였다. 연구결과 인증기준 준수율은 인증평가 당시에 비해 2012년 12월 현재 평균적으로 환자안전, 직원 및 환경안전 영역 모두가 떨어졌다. 세부문항 16개 중에서 가장 많이 떨어진 문항은 환자안전 영역의 손위생이었다. 손위생은 개인의 노력 및 필요성에 대한 인식도 중요하지만 지속적인 교육과 관리 감독이 역시 중요하다. 따라서 의료기관들은 인증기준 준수의 필요성에 대해 지속적인 교육 시행과 적극적인 관리 감독이 필요하다.

항만물류 정보서비스의 만족도 분석에 관한 연구 (A Study on the Satisfaction Analysis of Information Service for Port Logistics)

  • 이홍걸
    • 한국항만경제학회지
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    • 제30권1호
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    • pp.57-71
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    • 2014
  • 항만이 선사를 비롯한 항만 이용자들에게 제공하는 정보는 업무 수행을 위한 필수적인 정보들로서 매우 중요한 가치를 지니고 있다. 따라서, 항만이 제공하는 정보서비스 역시 항만이 선사에게 제공하는 중요한 서비스 중 하나에 해당되나, 이와 관련한 연구는 매우 부족한 실정이다. 본 연구는 이러한 점에 주목하여, 항만물류 정보서비스의 만족도를 분석하는 것을 목적으로 수행되었다. 연구의 목적을 달성하기 위해, 선행연구를 바탕으로 16개의 평가항목으로 구성된 평가기준을 확립하고, 만족도의 수준을 일목요연하게 파악할 수 있는 만족도 지수체계를 구축하였다. 분석결과, 부산항 이용자들의 정보서비스의 만족도 지수는 61.9로 나타났다. 또한, 3가지 평가영역 모두가 63이하로 나타나, 정보서비스 전반에 관한 개선책 수립이 필요하다는 점을 지적하였다. 끝으로, 분석결과를 바탕으로 추적조사를 실시한 결과, 정보처리의 신속성과 통합된 정보의 제공의 측면에 있어, 부산항의 정보서비스가 취약점을 가지고 있는 것으로 나타났다.

챗봇서비스 구현 모델의 보안요구사항 분석 (Analysis of the Security Requirements of the Chatbot Service Implementation Model)

  • 조규민;이재일;신동규
    • 인터넷정보학회논문지
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    • 제25권1호
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    • pp.167-176
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    • 2024
  • 챗봇서비스는 AI서비스와 연계하여 다양한 분야에서 활용되고 있다. AI에 대한 보안 연구는 초기 단계이고, 이를 이용한 서비스 구현단계에서의 실질적인 보안 연구는 더욱 부족한 상황이다. 본 논문은 AI서비스와 연계된 챗봇서비스에 대한 보안요구사항을 분석한다. 먼저, 본 논문에서는 최근 발표된 AI보안에 대한 논문과 자료들을 분석한다. 시장에서 서비스가 제공되는 있는 챗봇서비스를 조사하여 일반적인 구현 모델을 정립한다. 구현 모델에는 챗봇관리시스템과 AI엔진이 포함된 5개의 구성요소가 포함되어 있다. 정립된 모델에 기반하여 쳇봇서비스에 특화된 보호자산과 위협을 정리한다. 위협은 실제 운영중인 챗봇서비스 담당자 설문을 통해 챗봇서비스에 특화된 위협을 중심으로 정리한다. 10개의 주요 위협이 도출되었다. 정리된 위협에 대응하기 위해 필요한 보안 영역을 도출하였고, 영역별로 필요한 보안요구사항을 분석하였다. 이는 챗봇서비스 보안 수준을 검토하고 개선하는 과정에서 보안평가 기준으로 활용될 것이다.

철도 서비스수준을 고려한 노후철도역사 평가기준 마련 및 적용방안 (A Study on the Establishment and Application of Evaluation Criteria for Old Railway Station Considering the Level of Railway Service)

  • 김경호;김시곤
    • 대한토목학회논문집
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    • 제44권1호
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    • pp.101-108
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    • 2024
  • 국내에서 관리되고 있는 전체 철도역사는 322개(일반·광역철도 포함)로 상당히 많은 역사에서 노후가 진행되고 있다. 기존의 철도역사의 규모와 출입구의 수 측면에서 적정한 서비스 용량을 확보하지 못했을 뿐만 아니라 도시개발 등 주변 여건 변화를 겪으며 역사개량에 대한 요구가 높아지고 있다. 과거에는 철도역사가 유지 또는 관리 차원에서 연결통로라는 단순한 기능에 초점이 맞춰져 있었으나, 최근 들어 철도역사도 이용자 중심의 쾌적하고 편리하고, 안전한 서비스 제공 공간으로 거듭나야 한다는 분위기로 전환되고 있다. 본 연구에서는 노후역사의 개량 기준에 부합하는 개량방안을 도출하기 위하여 철도 노후역사 개량 관련 사례조사를 시행하고, 서비스 수준 평가 기준을 개발하였다. 개발 모형에는 서비스 수준(LOS) 개념을 도입하여 역사 혼잡도, 역사 이동 편의성, 역사 안전성을 평가지표로 선정하였다. 또한, 본 개발 모형은 각 지표의 다양한 평가요소들을 주요 요소와 세부 요소로 나누어 계층화하고, 계층별 요소들의 상대적 중요도를 도출하기 위해 분석적 계층화 기법을 적용하였다. 시설별 LOS 상 E와 F의 개수 비율을 활용하여 개량 우선순위를 도출하였다. 본 연구를 토대로 객관적이고 형평성 있는 철도역사 개량을 위한 평가 기준으로 활용되는 데 도움이 되기를 기대한다.

의료서비스 마케팅을 위한 품질지각과 만족에 관한 연구 (A Study on Qulity Perceptions and Satisfaction for Medical Service Marketing)

  • 유동근
    • 간호행정학회지
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    • 제2권1호
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    • pp.97-114
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    • 1996
  • INSTRODUCTION Service quality is, unlike goods quality, an abstract and elusive constuct. Service quality and its requirements are not easily understood by consumers, and also present some critical research problems. However, quality is very important to marketers and consumers in that it has many strategic benefits in contributing to profitability of marketing activities and consumers' problem-solving activities. Moreover, despite the phenomenal growth of medical service sector, few researchers have attempted to define and model medical service quality. Especially, little research has focused on the evaluation of medical service quality and patient satisfaction from the perspectives of both the provider and the patient. As competition intensifies and patients are demanding higher quality of medical service, medical service quality and patient satisfaction has emerged as a critical research topic. The major purpose of this article is to explore the concept of medical service quality and its evaluation from both nurse and patient perspectives. This article attempts to achieve its purpose by (1)classfying critical service attibutes into threecategories(satisfiers, hygiene factors, and performance factors). (2)measuring the relative importance of need criteria, (3)evaluating SERVPERF model and SERVQUAL model in medical service sector, and (4)identifying the relationship between perceived quality and overall patient satisfaction. METHOD Data were gathered from a sample of 217 patients and 179 nurses in Seoul-area general hospitals. From the review of previous literature, 50 survey items representing various facets of the medical service quality were developed to form a questionnaire. A five-point scale ranging from "Strongly Agree"(5) to "Strongly Disagree"(1) accompanied each statement(expectation statements, perception statements, and importance statements). To measure overall satisfaction, a seven-point scale was used, ranging from "Very Satisfied"(7) to "Very Dissatisfied"(1) with no verbal labels for scale points 2 through 6 RESULTS In explaining the relationship between perceived performance and overall satisfaction, only 31 variables out of original 50 survey items were proven to be statistically significant. Hence, a penalty-reward analysis was performed on theses 31 critical attributes to find out 17 satisfiers, 8 hygiene factors, and 4 performance factors in patient perspective. The role(category) of each service quality attribute in relation to patient satisfaction was com pared across two groups, that is, patients and nurses. They were little overlapped, suggesting that two groups had different sets of 'perceived quality' attributes. Principal components factor analyses of the patients' and nurses' responses were performed to identify the underlying dimensions for the set of performance(experience) statements. 28 variables were analyzed by using a varimax rotation after deleting three obscure variables. The number of factors to be extracted was determined by evaluating the eigenvalue scores. Six factors wereextracted, accounting for 57.1% of the total variance. Reliability analysis was performed to refine the factors further. Using coefficient alpha, scores of .84 to .65 were obtained. Individual-item analysis indicated that all statements in each of the factors should remain. On 26 attributes of 31 critical service quality attributes, there were gaps between actual patient's importance of need criteria and nurse perceptions of them. Those critical attributes could be classified into four categories based on the relative importance of need criteria and perceived performance from the perspective of patient. This analysis is useful in developing strategic plans for performance improvement. (1) top priorities(high importance and low performance) (in this study)- more health-related information -accuracy in billing - quality of food - appointments at my convenience - information about tests and treatments - prompt service of business office -adequacy of accommodations(elevators, etc) (2) current strengths(high importance and high performance) (3)unnecessary strengths(low importance and high performance) (4) low priorities(low importance and low performance) While 26 service quality attributes of SERPERF model were significantly related to patient satisfation, only 13 attributes of SERVQUAL model were significantly related. This result suggested that only experience-based norms(SERVPERF model) were more appropriate than expectations to serve as a benchmark against which service experiences were compared(SERVQUAL model). However, it must be noted that the degree of association to overall satisfaction was not consistent. There were some gaps between nurse percetions and patient perception of medical service performance. From the patient's viewpoint, "personal likability", "technical skill/trust", and "cares about me" were most significant positioning factors that contributed patient satisfaction. DISCUSSION This study shows that there are inconsistencies between nurse perceptions and patient perceptions of medical service attributes. Also, for service quality improvement, it is most important for nurses to understand what satisfiers, hygiene factors, and performance factors are through two-way communications. Patient satisfaction should be measured, and problems identified should be resolved for survival in intense competitive market conditions. Hence, patient satisfaction monitoring is now becoming a standard marketing tool for healthcare providers and its role is expected to increase.

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