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REFERENCE LINKING PLATFORM OF KOREA S&T JOURNALS
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Journal of the Korean Society for Quality Management
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Journal DOI :
The Korean Society for Quality Management
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Volume & Issues
Volume 27, Issue 4 - Dec 1999
Volume 27, Issue 3 - Sep 1999
Volume 27, Issue 2 - Jun 1999
Volume 27, Issue 1 - Mar 1999
Selecting the target year
Service Quality Improvement and the Effective Use of Women Employees in Korean Service Industries
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 1~19
This study examines the service quality management and the use of women employees for the productivity improvement in Korean service industry. Five service industries, bank, hotel, PCS(Personal Communication Service), department store, and hospital industry were chosen for this study. The results indicate that the five industries show different characteristics. It was found that department stores made the most effort to improve service quality among the five industries and that hospitals did the least effort. In the use of women employees, the proportion of women in service industry is much higher than that in the manufacturing industry, but the proportion of women in management level is still very low. Women employees do not feel high degree of sexual discrimination. But they feel unfairness in promotion and payment, and low degree of job satisfaction.
A Study on the Factors and Measurement of Quality of System Integration Service
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 20~41
This study addresses the development of a quality measurement of information systems integration(SI) service. Several dimensions which affect on quality of systems integration service have been identified and tested. Also, a measurement tool(questionnaire) of the factors has been developed. To achieve above purpose, extensive literature review and in-depth interview with several SI managers and customers were used. We suggested the analysis framework including performance variables such as quality, customer satisfaction, intention of renewal contract, and contribution to better customer's information system and the quality factors as well. To verify the research framework, collected data from the survey was analyzed statistically. The data from 73 respondents was used for analysis. Consequently, we identified eight factors and developed a 41-item instrument with Likert 5 points to measure the quality of SI service. It was proved that the 41-item instrument suggested in this study was very useful to measure the performance of SI service such as quality and customer satisfaction. Also it was shown that the instrument measured intention of renewal contract and contribution of customer's information system well.
A Strategic Use of the Dimensions of Quality in New Product Development
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 42~66
We proposed eight dimensions and their constituents of product advantage in the last issue. In this study, using the dimensions and constituents, gap analyses are conducted on some product categories(; desktop computer, PCS terminal, and washing machine) in order to know what dimensions or constituents are major areas to be improved. For the purpose of strategic use of the dimensions of product advantage, Kano analyses are also applied. Based on the results of the gap analyses and Kano analyses, the future directions of new products development for the selected products are suggested.
TQM′s Position as the Sources of the Competitiveness: In View of International Competitiveness of Japanese Corporations
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 67~94
TQM(total quality management) is accepted as the powerful and holistic management innovation tools in the worldwide corporations since "Malcom Baldrige National Quality Award" model is established by US government. But nowadays, TQM′s roles and positions for the competitiveness is challenged from other many management innovations tools. This paper identifies the TQM′s roles and positions as the sources of sustainable competitive advantages through the examples of Japanese manufacturing corporations which enjoy the strongest positions since 1980′s in world market.
An Evaluation Model of Quality System
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 95~113
This paper is to propose an evaluation model of quality system using the concept from the evaluation method of each stage in QFD(Quality Function Deployment). The data of the performance level and weights for the quality system and the job on quality loop in each enterprise has been obtained from the 8 experts who are in charge of quality system construction. Here, the weights were computed by means of the eigenvector method. In this paper, we can acquire the evaluated score for the present level of the quality system. This method will help to manage and improve the quality system. We show the efficiency of this method by illustrating case studies.
Determination of Process Capability Index considering Inspection Precision
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 114~122
As the rapid growth of Industrial society, many enterprises are inclined to ppm management from the traditional
management method. Therefore it is need to extend process capability index for guarantee of quality assurance level to ppm unit. Thus, in this paper, using the probability of standard normal distribution from
which was developed by Song(1997), the capability index which is proposed considers the numbers of inspection facility and quality assurance level. Also, quality assurance level is determined by considering the precision of inspection when one and two sided specification limits are given for the probability which is out of the specification limit.
Robust CUSUM chart for Autocorrelated Process
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 123~142
Conventional SPC assumes that observations are independent. Often in industrial practice, however, observations are not independent. A common approach to building control charts for autocorrelated data is to apply conventional SPC to the residuals from a time series model of the process or is to apply conventional SPC to the weighted or unweighted subgroup means. In this paper, we propose a robust CUSUM control scheme for the detection of level change, without model identification or subgrouping of autocorrelated data. The proposed CUSUM chart and other conventional control charts are compared by a Monte Carlo simulation. It is shown that the proposed CUSUM chart is more effective than conventional CUSUM chart when the process is autocorrelated.
A Study on the Alternative ARL Using Generalized Geometric Distribution
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 143~152
In Shewhart control chart, the average run length(ARL) is calculated using the mean of a conventional geometric distribution(CGD) assuming a sequence of identical and independent Bernoulli trials. In this, the success probability of CGB is the probability that any point exceeds the control limits. When the process is in-control state, there is no problem in the above assumption since the probability that any point exceeds the control limits does not change if the in-control state continues. However, if the out-of-control state begins and continues during the process, the probability of exceeding the control limits may take two forms. First, once the out-of-control state begins with exceeding probability p, it continues with the same exceeding probability p. Second, after the out-of-control state begins, the exceeding probabilities may very according to some pattern. In the first case, ARL is the mean of CGD with success probability p as usual. But in the second case, the assumption of a sequence of identical and independent Bernoulli trials is invalid and we can not use the mean of CGD as ARL. This paper concentrate on that point. By adopting one generalized binomial distribution(GBD) model that allows correlated Bernoulli trials, generalized geometric distribution(GGD) is defined and its mean is derived to find an alternative ARL when the process is in out-of-control state and the exceeding probabilities take the second form mentioned in the above. Small-scale simulation is performed to show how an alternative ARL works.
Hypotheses Testing for the Shape Parameter of the Weibull Lifetime Data
Kang, Sang-Gil ; Kim, Dal-Ho ; Cho, Jang-Sik ;
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 153~166
In this paper, we address the Bayesian hypotheses testing for the shape parameter of weibull model. In Bayesian testing problem, conventional Bayes factors can not typically accommodate the use of noninformative priors which are improper and are defined only up to arbitrary constants. To overcome such problem, we use the recently proposed hypotheses testing criterion called the intrinsic Bayes factor. We derive the arithmetic and median intrinsic Bayes factors and use these results to analyze real data sets.
Development of Attributes and Dimensions for Hotel Service Quality Measurement
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 167~190
The purpose of this study is to develop the hotel service quality measurement attributes and dimensions which have higher validity and reliability than before. The procedures of this study is as follows: First, the attributes and dimensions are developed through the rigorous analysis of literature review. Second, the attributes and dimensions which have been developed are refined after the pilot survey. Third, the final survey used for criterion-related validity test, reliability test and factor analysis. Eventually, twenty seven attributes and six dimensions are extracted and discussed.
A Comparative Study on Evaluating the Premier Executive Hotel Services of Seoul with SERVQUAL
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 191~215
This research was conducted to indentify the differences In the quality of services between the Premier Executive hotels of Kangbuk area and those of Kangnam area in Seoul utilzing "SERVQUAL" a tool designed to evaluate service quality by Parasuraman, Zeithaml and Berry research team. Based on the review of the related literature, eight variables concerning hotel services were identified. The eight variables are hotel facilities, an employee′s neatness, parking facilities, facilities of guest rooms, trust, response, assurance, location and geographic environment of hotels. And then three hypotheses were developed using eight variabies and tested to find which Premier Executive hotels provide foreign customers better services, in Seoul. Conclusively, it is identified that the Premier Executive hotels in Kangnam area provide better service quality than those of Kangbuk area.
Total Quality Education : A Research Development based on Case Studies in USA
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 216~228
This study investigates the applicability of total quality management in the field of education, called the total quality education (TQE) It, first, reviews a few case studies in order to observe the characteristics of TQE and the feedbacks from practitioners. The key factors of TQE are then analyzed in terms of both the education concepts and the responsibilities of stakeholders. Finally, the relevancy of various TQE approaches and tools to the stakeholdership is studied.
Sigma Level as a Performance Metric and Some Drawbacks
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 229~240
Drawbacks of using sigma level as a performance metric is reviewed. The concept of sigma level is introduced and methods of calculating sigma levels for various cases are illustrated with examples. Drawbacks of using sigma level as performance metric are also discussed with some suggestions for overcoming them.
Development of Reliability Analysis System(RAS) with Field Failure Data of Continuously Shipping Products
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 241~255
This paper concerns Reliability Analysis System(RAS) developed by LG Electronics, Inc. for collecting, classifying, and analyzing field failure data. To develop this system, a database for the management of field failure data was built and several functions were included to analyze and assess the product reliability. Nonparametric estimation and cumulative hazard plotting techniques were applied to estimate the reliability for a specific period. This system serves not only engineers in charge of quality but also designers who wish to monitor the reliability of their own products.
Implementation of Statistical Process Control Software developed by Object Oriented Tools
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 256~265
In this paper, we Present the implementation of statistical process control software by using XLISP-STAT which is a kind of object oriented language under Windows environment. This software can be used to generate the graphic objects for various control charts, histogram and plots using the full-down menu system. This software can also be used to calculate control limits, process capability indices and test procedures for normality.
A Study on the Quality Management Performance through the 6-sigma Program
Journal of the Korean Society for Quality Management, volume 27, issue 4, 1999, Pages 266~279
Today, Companies are facing the harsh realities of a competitive environment. This is no time for revolutionary change. Instead, Companies are instituting revolutionary change meant to have impact within a very short time frame. Bold steps are required to lead the industry into a future of improved efficiency and significant productivity gains. GE, as well as Intel, Motorola, and other companies adopted a program called Six Sigma, in order to make fundamental changes in the way the company operated to fulfill customers'expectations. Six sigma reduces the occurrence of defects from a 3 sigma level of 66,800 defects per million to a 6 sigma level-less than 4defects per million. The goals and metrics of the company's Six Sigma process clearly have had a positive effect on customer satisfaction and customer perception of the company.