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REFERENCE LINKING PLATFORM OF KOREA S&T JOURNALS
> Journal Vol & Issue
Journal of the Korean society for quality management
Journal Basic Information
Journal DOI :
The Korean Society for Quality Management
Editor in Chief :
Volume & Issues
Volume 31, Issue 4 - Dec 2003
Volume 31, Issue 3 - Sep 2003
Volume 31, Issue 2 - Jun 2003
Volume 31, Issue 1 - Mar 2003
Selecting the target year
The Influence of After Sales Services Quality on the Repurchase and Word-of-Mouth Effect - Korean Home Appliance
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 1~16
The purpose of this research is to examine the influence of after sales service quality in the Korean home appliance. This study is assumed that after sales service quality is composed of prices of service and corporate image as well as technical quality and functional quality. Also, this study examined that how after sales service quality have influence on the repurchase and word-of-mouth effect, and the relationship between the repurchase and word-of-mouth effect was identified in this research. To perform the empirical study, 204 questionnaires from persons who experience taking after sales services with charge for their home appliance are gathered and analyzed. The results make contribution to the Korean home appliance manufacturing company to newly recognize about the factors of after sales services quality. Further empirical or theoretical study for finding the factors of after sales services quality can be recommended in the presence of competitive service industry.
Best Practices of HRD in the Steps of ISD Model
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 17~39
The 21st century is called “an era of creation” or “an era of speed.” These are flat expressions requiring a fierce competition between individuals, corporations and nations. In a reality in which we should make new things continuously within a short period of time, the world best benchmarking can become a good alternative. The world best practice can be called “a mode of operation” that has created the world's best performance in a particular field of managerial activities. It is very meaningful for the nations' corporations, which have a lower competitiveness than world-class ones and weak points in the area of human resources development, in particular, to benchmark the world-class corporations' best practices of HRD. Therefore, this study is conducted in conformity with a model of the Instructional Systems Designs for the Total Quality Education that brings the structure of the world-class corporations' best practices of HRD into line with that of the Total Quality Management. That is, analysis, design, development, implementation and assessment are included in this study.
Developing Environmental Quality Deployment for Designing Environmentally Friendly Product
Lee, Dong-Won ; Kim, Youn-Sung ;
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 40~50
This study proposes Environmental Quality Deployment (EQD) by combining an instrument for measuring customer satisfaction (ENVIROQUAL) with a standard tool of product design in manufacturing called quality function deployment (QFD). The EQD presents the conceptual map of House of Environmental Quality as a means to implementation to help a company know what customers perceive as important in making environmentally friendly product and provide a framework for the translation of customer satisfaction into identifiable and measurable conformance specifications for environmentally friendly product design.
The Effect of Trust Building Degree and Method in E-Commerce on Service Quality
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 51~68
This research addresses familiarity and degree of using Internet site and trust building to affect service quality in e-commerce. We assume that the familiarity and frequency of using Internet site affect perceived service quality of customer. Also it assumes that customer's trust building intermediates their relationships. Several hypotheses are set to test these assumptions empirically. Consequently, the results show that familiarity of using Internet site affects customer's perceived service quality significantly except for tangible. Also it is found that degree of customer's trust building intermediates the relationship between familiarity of using Internet site and customer's perceived service quality significantly. For gaining good trust of customer in Internet site, we suggest that familiarity should fit into customer's needs.
A Study on Total Quality Management Implementation for 'S’College
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 69~81
TQM which has been applied to the industry area is widely accepted to the non-for-profit area and public sector. Especially educational institution including university and college has adopted TQM as a competitive weapon in several developed countries such as United States and United Kingdom. But there is no interest in the Korean educational area except for several colleges which have got ISO 9000 certification. In this study, we analyzed several best-practiced foreign colleges which have applied TQM to improve their competitiveness. Also, we tried to explore the applicability of TQM to the Korean educational area by developing TQM model for 'S' college.
A Study on TQM of Health Care Sector
Kim, Hee-Tak ;
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 82~97
The study attempts to review TQM models used in the health care sector and the obstacles to the application of TQM in the sector. Even though the TQM models in the manufacturing and service sectors were successfully applied, the applicability of TQM in the health care sector is still in question. The reason is the unique characteristics of the medical sector such as medical and management practices. The most of the TQM models in the health care sector come from manufacturing industries. The importance of the professional groups is, however, more emphasized in the sector than in manufacturing sector. The role of the groups are idiosyncratic to the sector. They generate some obstacles to the application of TQM in the sector. The barriers include cultural obstacles of health care organization. It naturally follows that the TQM in the health care sector requires the change of the organizational culture of the sector. The culture embraces the norms, rules, regulations, compensation system, morale, practices, and common experiences. To change the culture needs long term effort and modification of the rules, regulations, compensation system, and practices. It also requires staffs' training in the problem solving methods. The TQM in the health care sector needs that the interested parties should change. Since doctors group and nurses group are controlled in the bureaucratic and authoritative manner, they should learn the problem solving techniques which require the interaction with other groups. The management also needs to learn management skills and get thorough training on them.
A Study on the Strategic Implementation of e-Supply Chain Management System in the Manufacturing Industry
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 98~116
The objective in this paper is to develope the e-Supply Chain Management System and applied for the Manufacturing. A Manufacturing that is consider to be world class recognize that its ability to complete in the marketplace depends on developing e-SCM System that is properly align with its mission of serving the customer. This paper investigated the relationship between e-SCM and performance in manufacturing. A stratified random sample was collected from the Federation of Korea Industries. Conclusively, e-SCM is important factor between source factors (environmental dynamic, Leadership) and manufacturing performance. e-SCM is significantly related to Quality, Flexibility, Delivery, and Cost.
Economic Design of Synthetic Control Charts
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 117~130
This paper investigates the economic design of synthetic control charts. The synthetic control chart has been proven to be statistically superior to the
-control chart, but its economic characteristics have not been known. We develop an economic model of the synthetic control chart, based on Duncan's model. The synthetic chart has one more decision variable, the lower control limit for the conforming run length. In addition to this, the significance level and the power of the synthetic chart are more complicated than those of the
-chart. These features make the optimization problem more difficult. We propose an optimization algorithm by adapting the congruent gradient algorithm. We compare the optimal cost of the synthetic chart with that of (equation omitted)-control chart, under the same input parameter set of Duncan’s. For all cases investigated, the synthetic chart shows superior to the
-chart. The synthetic control chart is easy to implement, and it has better characteristics than the
-chart in economical sense as well as in statistical sense, so it will be a good alternative to the traditional control charts.
A Study of HOQ Complexity Reduction by Quantification Method of TypeIII
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 131~142
QFD(Quality Function Deployment) is design method which is focused to guarantee of quality and function to satisfy for customer’s need. QFD are used entire manufacturing, specially new production development and design. HOQ(House of Quality) are important tool of QFD, which is implement that complex function and communications of customer. Actually implementation of HOQ are difficult by HOQ's size. It is well known that complexity of HOQ are exponentially increasing by increasing of HOQ’s size. In this Paper, we study of HOQ Complexity reduction by Quantification Method of Type Ⅲ. That method is efficiency and minimize of loss information by reduction HOQ. We give example and prove our suggestion method is better than other methods.
A Case Study of Planning Strategy for Customer Satisfaction in Advanced Markets
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 143~164
In this paper, we use and apply statistical tools to planning marketing strategy in advanced markets. New comers with low brand awareness in advanced markets can not attain high profit easily and need more effective strategic approach. In this paper, an effective and practical procedure is proposed to plan marketing strategies to satisfy the customer and increase the market share in advanced markets. The procedure consists of 5 steps : market survey, determining target brand, evaluation of brand attributes, gap analysis to determine the goal, and correlation analysis for effective improvement method. A case study is studied in the European market for electric appliances, between a Korean company and other companies. Various statistical tools are used to analyze the phenomena and some important conclusions are derived for effective marketing.
Statistical Analysis and Comparison of Fatigue Curve Models
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 165~182
The fatigue has been considered to the most important failure mode where optimal design or reliability prediction of the machinery in aircraft, atomic reactors, and structure systems, etc., is required. When the statistical analysis of fatigue life data is performed, some difficulties are present because of the following facts : nonlinear relationship, heteroscedastic data, large scatter in the data, censored data (runouts), and existence of fatigue limit. To find the S-N curve models that characterize fatigue strength better, this research compares existing fatigue curve models developed recently in terms of the residual mean square and the estimate of fatigue limit, etc. for various fatigue data sets.
Impact of Special Causes on EWMA Feedback Process Adjustment
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 183~193
A special cause producing temporary deviation in the underlying process can influence on process adjustment in responsive feedback control system. In this paper, the impact of special causes on the EWMA(Exponentially Weighted Moving Average) forecasts and the process adjustment that is based on the EWMA forecasts are derived. For some special causes with patterned type of contamination, the influence of the causes on the output process are explicitly investigated. A data set, contaminated by a special cause of level shift, is analyzed to evaluate the impact numerically.
A Study on Sigma Level and Its Calculation
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 194~204
It is very important to understand and interpret the meaning of the sigma level correctly through the Six Sigma project. Especially, the confusion over the relation between sigma level from the short-term point of view and defective proportion or DPMO from the long-term point of view may make a big gap between expected results of the Six Sigma project and real results in the field. The one-tail approximation is commonly used to calculate the sigma level both in most literatures introducing Six Sigma and actual cases of the Six Sigma project. Since the one-tail approximation undervalues the sigma level of the fields such as business and service of which the sigma level is generally low, however. there can be misleading results of the explanation of the sigma level and inappropriate project evaluation. This paper describes the relation between sigma level and defective proportion in detail and clears the difference between the one-tail and two-tail approximation.
A Study on the Indexes for Evaluating Technology Competitiveness of Venture Firms using Statistical Factor Analysis
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 207~219
The future will see all industries become technology-driven in the competitive global marketplace. Venture firms with deep technological roots and innovation strategies have some advantages. In this situation, existing methods for technology assessment are not enough to evaluate their relative technology competitiveness. Therefore, a more useful and comprehensive approach is needed to obtain the desired outcomes for measuring the relative competitiveness of technology effectively. In this research, I applied factor analysis, which is methodology to be capable of determining the common factors and associated weights reasonably, to the development of the technology competitiveness indexes.
Activation Scheme of Six Sigma in the Non-manufacturing Process of Industry
Journal of the Korean society for quality management, volume 31, issue 2, 2003, Pages 220~229
The methodology of Six Sigma originated at Motorola in the early 1980s is nowadays proved to be an effective way in Improving the quality. Many companies find adding Six Sigma to their current business system gives them all or almost all the elements of total quality management(TQM). However most companies where Six Sigma is implemented confront many difficulties in non-manufacturing parts such as transactional and administrative processes. In this paper we discuss distinct aspects of such non-manufacturing process, and investigate activating scheme of Six Sigma in those parts of industry.