• Journal of Korean Society for Quality Management
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• v.42 no.1
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• pp.43-61
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• 2014

Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effects of factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAIL VOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run with RPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfaction as the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detection had significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA was performed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification, parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes, air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEA was established for the list of customer dissatisfactions that should be addressed to actively manage service failure, and strategies for tackling this priority list are offered.

• Journal of Korea Society of Digital Industry and Information Management
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• v.15 no.2
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• pp.29-42
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• 2019

As online services become more and more popular due to the development of IT, non-face-to-face transactions are continuously increasing rather than face-to-face transactions. The personal identity proofing service(PIPS) based on the alternative method of the resident registration number is used for the purpose of confirming the identity of the other party on the Internet. However, in the case of the current PIPS, the personal information of the PIPS user is excessively provided to the online service provider. As a result, privacy problems of online users, shortage of choice of information providing options, and lack of differentiation of authentication methods are becoming problems. Therefore, this paper proposes a method to improve the PIPS based on the current resident registration number alternative method and to provide a method to differentiate the provision of excessive personal information. In the proposed method, we analyze trends and current status of overseas online PIPS in order to provide a method of providing differentiation of personal information and proposes an effective improvement method applicable to domestic.

• Korean Journal of Occupational Health Nursing
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• v.30 no.3
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• pp.79-89
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• 2021

Purpose: This study aimed to confirm the mediating effect of work-life balance organizational culture in the relationship between work-life balance and quality of nursing service for clinical nurses. Methods: Participants included 224 nurses from four hospitals located in D city. Data was collected from 3 to 21 August 2020 using a self-report questionnaires. Descriptive statistics, t-test, one-way ANOVA, Scheffé test, and Pearson's correlation coefficient were used for analysis. The mediating effect was assessed by Baron and Kenny's three-step hierarchical regression analysis and bootstrapping methods. Results: There were significant relationships between work-life balance and work-life balance organizational culture (r=.45, p<.001), work-life balance and quality of nursing service (r=.18, p=.005), and work-life balance organizational culture and quality of nursing service (r=.34, p<.001). Also, work-life balance organizational culture (β=.32, p<.001) showed a total mediating effect on the relationship between work-life balance and quality of nursing service. Conclusion: The development and provision of programs that can improve the work-life balance and establish an organizational culture that supports it will help improve the quality of nursing services.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.17 no.8
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• pp.1996-2015
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• 2023

High-definition (HD) maps can provide precise road information that enables an autonomous driving system to effectively navigate a vehicle. Recent research has focused on leveraging semantic segmentation to achieve automatic annotation of HD maps. However, the existing methods suffer from low recognition accuracy in automatic driving scenarios, leading to inefficient annotation processes. In this paper, we propose a novel semantic segmentation method for automatic HD map annotation. Our approach introduces a new encoder, known as the convolutional transformer hybrid encoder, to enhance the model's feature extraction capabilities. Additionally, we propose a multi-level fusion module that enables the model to aggregate different levels of detail and semantic information. Furthermore, we present a novel decoupled boundary joint decoder to improve the model's ability to handle the boundary between categories. To evaluate our method, we conducted experiments using the Bird's Eye View point cloud images dataset and Cityscapes dataset. Comparative analysis against stateof-the-art methods demonstrates that our model achieves the highest performance. Specifically, our model achieves an mIoU of 56.26%, surpassing the results of SegFormer with an mIoU of 1.47%. This innovative promises to significantly enhance the efficiency of HD map automatic annotation.

• Journal of Korean Library and Information Science Society
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• v.35 no.4
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• pp.423-449
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• 2004

In the knowledge society the main resource is knowledge, and the role of library to manage knowledge and information is very important. Therefore it is necessary to knowledge and information management that provides on demand service to user. The purpose of this research is to design model for web-based help-desk knowledge management system. This study used Qualitative methods as interviews and surveys through BBS and e-mail on information service in the university libraries. Here the investigated component factors are followings Q/A service user's education service to use the library, user's online reference service, e-mail service, FAQ service electronic service(BBS), lecture and research service for faculty, my library, SDI service, and open data service. This study was financially supported by Chonnam National University in the program, Post-Doc. 2002.

• Journal of Korean Society for Quality Management
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• v.45 no.2
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• pp.261-274
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• 2017

Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2008.10b
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• pp.316-321
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• 2008

In the present emerging global economy, as the focus is shifted from manufacturing to service sector, the efficiency of service operations is crucial for the county's sustainable growth and development. As one of the fastest growing service sector industries in South Korea, the call center has become an inevitable part of customer service for most companies. Despite of the strategic importance of the call center, there has been no empirical study on the efficiency of call center service operations in the literature. The main purpose of this study is to evaluate the technical efficiency of call center services so as to not only identify the current status of call center service operations, but also suggest ways to improve service operations efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to domestic call centers in order to compare their relative efficiency. Based on DEA evaluations, we provided specific directions for the inefficient call centers to possibly improve their operation efficiencies. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, service operations management, and the productivity analysis of service personnel.

• International Journal of Precision Engineering and Manufacturing
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• v.4 no.6
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• pp.5-11
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• 2003

The number of the enterprises which utilize network technology has been increasing for solving problems such as productivity improvement, market trend analysis, and material collection for making decision. Especially, the management of equipment and the recovery time reduction when machines break down are very important factors in productivity improvement of the enterprise. Currently, most of the remote trouble diagnosis of equipment using the internet have just one function of transmitting the trouble information to the user. Therefore it does not directly reflect the user's recovery experience or the developer's new recovery methods. If the user's experienced recovery methods or the developer's recovery methods as well as the basic recovery methods are reflected online or on the internet, it makes it possible to recover faster than before. In this paper, we develop a Remote Monitoring Server (RMS) for chip mounters, and make it possible to reduce the recovery time by reflecting the user's experience and developer's new methods in addition to presenting the basic recovery methods. For this, trouble recovery concept will be defined. Based on this, many functions(trouble diagnosis, the presentation of the basic recovery methods, user's and developer's recovery method, counting function of the trouble number of each code, and presentation of usage number of each recovery methods) were developed. By utilizing the reports of the actual results of chip mounter and the notice function of the parts change time, the rate of operation of the chip mounter can be improved.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.31 no.1B
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• pp.46-55
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• 2006

It is only natural, given that the competition environment and policy priorities in the telecommunications market vary from one country to another, that methods for assessing the cost of universal service obligations differ as well. In Korea, with the introduction in 2004 of LRIC for assessing the universal service cost, the national telecommunications authority is preparing for a substantial revision of the current cost assessment method, and discussions on details of changes to be introduced are in full swing. This paper will study estimation methods for universal service costs adopted by countries around the world and compare practices concerning two of the major issues surrounding the assessment of universal service obligation cost - universal service cost ceiling and intangible benefits - to provide directions for changes to be introduced to Korea's own cost estimation model.

• Journal of Korean Society of Rural Planning
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• v.18 no.3
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• pp.91-101
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• 2012

The purposes of this study were to identify the living environment in rural fishing area and to suggest checking methods for implementation performance. Rural service standard is the key factor of rural development in Korea. In 2012. The first Implementations of performance was announced. The results were presented to the unit by the City and the County. Because of Fishing villages exists as a unit by the haengjeongri. It is difficult to know the status of the fishing villages by the Rural service standard. In order to look for the actual conditions in rural fishing village it was investigated in the 100 Eochongye. The data used in the analysis is 577 questionnaires. Analysis showed that rural fishing areas were superior to general state of rural in the 8 items of rural service standard. Especially housing, transportation and health care sector in rural fishing area wes better than general state of rural. But Public safety and order is relatively poor. This is because Fishing village contains islands. Presenting to improve rural service standard based on the results of research. The items of rural service standard should be measured the actual residents' accessibility than opportunity of the public service, and after setting the rural service standard clearly related to the quality of life of residents in each sector. Accessibility aspects of the customer for the public services should be considered. Checking the performance for the unit by the City and the County should be replaced as a living zone in order to consider the facilities using nearby.