• Proceedings of the Korean Radioactive Waste Society Conference
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• 2018.05a
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• pp.397-398
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• 2018

• Journal of Korean Society of Industrial and Systems Engineering
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• v.28 no.4
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• pp.7-13
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• 2005

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.27 no.4
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• pp.94-104
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• 2004

This paper proposed a new method to evaluate service quality attribute of perceived service quality in public sectors, using triangle fuzzy numbers and hamming distance. Our method measured the ratio of the expected and perceived service for the customers' perceived service quality. By using fuzzy numbers, This method not only overcomes linguistic variable problems but also provides more objective and direct information for service quality attributes. The discrepancy rate between expected service and perceived service that is perceived service quality is evaluated by hamming distance. To evaluate the discrepancy rate from hamming distance, we induced general solutions to compute the intersection area between two triangle fuzzy numbers and the weak or strong attributes in public sectors are clarified.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.4
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• pp.194-201
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• 2012

Because the difference between products and services are getting less and less, service and manufacturing companies' efforts are increasingly focused on utilizing services to satisfy customers' needs under today's competitive market environment. The value of services depends on service reliability that is identified by satisfaction derived from the relationship between customer needs and service providers. In this paper, we extend concepts from the fault tree analysis for reliability analysis of tangible systems to services. We use an event-based process model to facilitate service design and represent the relationships between functions and failures in a service. The objective of this research is to propose a method for evaluating service reliability based on service processes using service blueprint and FTA. We can identify the failure mode of service in a service delivery process with a service blueprint. The fuzzy membership function is used to characterize the probability of failure based on linguistic terms. FTA is employed to estimate the reliability of service delivery processes with risk factors that are represented as potential failure causes. To demonstrate implementation of the proposed method, we use a case study involving a typical automotive service operation.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.2
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• pp.41-50
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• 2017

The purpose of this paper is to improve the service tree analysis introduced recently by Geum et al. [15]. Service tree analysis structures the service based on the customer participation perspective and provides a qualitative analysis method categorizing the service elements on the basis of its impact to top service. This paper attempts to apply the concept of reliability importance to the service tree analysis as a perspective of quantitative analysis, which is considered little in Geum et al. [15]. Reliability importance is a measure of the structural impact of the components that make up the system on the system lifetime in reliability engineering field and often used in fault tree analysis. We transform the reliability importance into service importance in accordance with service tree analysis, so that the influence of service elements on the service can be judged and compared. The service importance is defined as the amount of change of the service according to the change of the service element, therefore, it can be utilized as an index for determining a service element for service improvement. In addition, as an index for paired service elements, the relationship between the two service components can be measured by joint service importance. This paper introduces conceptual changes in the process of applying reliability importance to service analysis, and shows how to use the service importance for identifying the priority of service element for the final service and improving customer satisfaction through an example. By using the service importance and joint service importance in service tree analysis, it is possible to make efficient decision making in the process of determining the service elements for analyzing and improving the service.

• Journal of information and communication convergence engineering
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• v.7 no.3
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• pp.253-257
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• 2009

As the value of B2B integration gets more importance and the business process becomes more complex, BPEL4WS standard has been focused for the solution of the problems which is based on web service technology. Many vendors implement the standard in their systems to integrate B2B and web service based inner-Enterprise Application(EA)s. But there is no way to use the standard to integrate non-web service based EAs, because the standard is designed only for Service Oriented Architecture (SOA) over web services. This paper proposes Hybrid Service Orchestration Framework to participate web services and also non-web service based EAs in the business process as a partner using BPEL4WS standard. The framework introduces Hybrid Service Architecture to represent non-web service based EAs as a service, so BPEL4WS could be used to integrate web services and non-web service based EAs. And the framework also introduces Hybrid Service Toolkit to support software level facilities. The paper also introduces Hybrid Orchestration System that is based on Hybrid Service Orchestration Framework.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.31 no.4
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• pp.162-167
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• 2008

FMEA (failure mode and effect analysis)is a widely used technique to assess or to improve reliability of product not only at early stage of design and development, but at the process and service phase during the product life cycle. In designing a service system, this study proposes a fuzzy service FMEA with the service blueprints as a tool which describes customer actions, onstage contact employees actions, backstage contact employees actions, support processes, and physical evidences, in order to analyse and inform service delivery system design. We fuzzified only two risk factors, occurrence and severity, to more effectively assess the potential failure modes in service. Proposed fuzzy risk grades are applied to Gaussian membership function, defuzzified into Fuzzy Inference System, and eventually identified the ranks on the potential fail points.

• Proceedings of the Korean Professional Engineer Association Conference
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• 1987.12a
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• pp.65-71
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• 1987

All Korean professional engineer′s great joy Is to welcome the Japanese professional engineers and relevant guests to the 1987 Japan-Korea Professional Engineers Joint Convention organized by the Korean Professional Engineers Association. As there exists an effort of blood, sweat and tear behind a succeeded theatrical stage, so an exquisite devotion with drawing up a master plan, investigation, supervision and etc by engineering firms is soaked through every part of huge construction projects and large unit factory buildings. It is over 14 years that the Engineering Service Promotion Law has been enacted by the Ministry of Science and Technology. In the meantime, the domestic engineering (engineering service) have reached a remarkable higher level while the number of engineering firms participating in overseas market has gradually been increasing. From a small scale of under water investigation to a large scale planning of atomic reactor or petrochemical plant, engineering service business can be said "The Software of Total Industry." Engineering service is what is called a higher business which offers specialized engineering know-how and experience. Engineering service compaines offer Its specialized knowledge and experience to government, industry and commerce. Whether the task is to modernize plant equipment, to design a building or to manage construction, an engineering company will develop and implement the most appropriate and cost effective solution. Clients use the engineering service of firm knowing that the engineer′s professional judgement is not influenced or biased by other commercial affiliations. While benefiting from the diverse experience that professional engineers can apply to a specific problem, government and industry also reduce the need for permanent in-house engineering staff. Engineering firms may be specialized or multi-disciplinary.

• Proceedings of the Korean Radioactive Waste Society Conference
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• 2006.11a
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• pp.349-350
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• 2006

• Proceedings of the Korean Radioactive Waste Society Conference
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• 2006.11a
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• pp.351-352
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• 2006