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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 33, Issue 4 - Dec 2005
Volume 33, Issue 3 - Sep 2005
Volume 33, Issue 2 - Jun 2005
Volume 33, Issue 1 - Mar 2005
Selecting the target year
The Antecedent and Consequences of Internal Service Quality
Kang, Gi-Du ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 1~18
Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. The purpose of the current study is to examine the antecedents and consequences of internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. In consistent with the previous studies in service marketing literatures, the current study identifies several constructs as the antecedents and consequences of internal service quality: management commitment to service quality, employee satisfaction, self-efficacy, and adaptability. The empirical study testing the causal relationships' among the constructs verifies the proposed relationships among the constructs suggested in the current study.
A Case Study of Continuous Improvement Methodology by Calculated Quality-Cost
Lee, Kang-In ; Han, Seok-Man ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 19~30
Recently many organization to become survival in changing marketplace, they must commit to implementing tools, systems, and quality management techniques. In this paper we develop process method of Team's problem-solving to reduce in failure costs. This paper suggest the step process how to measure quality cost reasonably that works in all types organizations. Or what is continuous improvement? Continuous improvement can be described as the continuous reduction of variation. Variation has many sources(machines, methods, materials, measurements, people, and environments) and cause(special & common in organization). As quality cost are not the answer to every organization financial, or quality-related problem, it's real results are designing & implementing quality cost system might be the answer.
A Study on the Effect of Customer Orientation to Customer Performance According to Service Mechanism
Suh, Chang-Juck ; Kwon, Yeong-Hoon ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 31~40
Existing researches indicated that customer orientation was related to customer performance, customer satisfaction and customer commitment positively. We investigate the effect of customer orientation to customer performance, according to service mechanism. This study extends the past researches by measuring customer orientation from customer's perspective. Results show that the effect of customer orientation to customer performance is different according to service mechanism.
A Korean Food Safety Management System(FSMS) Based on the Premises of ISO 22000
Moon, Jae-Sung ; Yoo, Wang-Jin ; Lee, Cheol-Gyu ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 41~46
The production, processing, sale and service of food materials are not subject to attainment via a single country. In accordance with internationalization of the world, issues related to food safety have emerged as critical international concerns and they are closely associated with the health and interest of domestic consumers, producers, manufacturers, and distributors. As a third party certification standards, ISO 22000 is in progress International Organization for Standardization(ISO) and the Draft International Standard(DIS) has already been presented on December 2004. The purpose of this study is to analyze the international standards, guidelines and legislation in regard of Food Safety Management System(FSMS) including ISO 9001, Hazard Analysis Critical Control Point(HACCP) and Product Liability(PL) so as to present Korean-model Food Safety Management System requirements and system establishment model.
Measuring Service Quality of Management Consulting
Park, Byung-Ho ; Lee, Dong-Won ; Kim, Youn-Sung ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 47~58
In this age of highly competitive world of business, the demand of management consulting is increasing for companies seeking to achieve and maintain competitive advantages over their competitors. Along with its continuously growing market trend, therefore, the quality of management consulting needs to be measured in order to improve customer satisfaction. In this paper, we developed measurement items of the service quality in management consulting using the dimensions of the SERVQUAL model, analyzed the validity of the dimensions, and examined the differences among the effects of those dimensions on customer satisfaction and customer loyalty.
The Impact of Trust on User Acceptance of Mobile Banking : An Empirical Study on Comparison with Internet Banking Users of Wooribank
Lee, Sang-Chul ; Gu, Ja-Chul ; Shu, Yong-Ho ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 59~70
The purpose of this research is to identify the impact of trust on user acceptance of mobile banking and to identify if causalities among these factors are different between Internet and mobile banking. To test this model, this research applies the technology acceptance model(TAM) that incorporates trust. Additionally, this research use structural equation modeling to test the model and examine cross-group differences using a multi-group comparison method. The empirical results indicate that all path is significant expect the path from trust to intention to use. The results of a multi-group comparison test indicated that the path from trust to attitude, from trust to intention to use, from perceived usefulness to attitude and from perceived to intention to use are different between Internet and mobile banking.
A Study on the Classification of KTX Customers by the Kano Model and Customer Satisfaction and Switching Barriers : Comparing with the Airline and Express Bus Customers
Yoo, Han-Joo ; Song, Gwang-Suk ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 71~90
New high-speed rail service, the Korea Train Express(KTX), has been beginning service in Korea. We measured the service quality of the Korea Train Express and comparatively analyzed the service quality of domestic flight and express buses which are means of long distance transportation. Furthermore, by using the Kano model, the perception level of the service of customers is not only segmented in groups but also switching barriers are derived. As a result, the customers by group have a difference in the level of their perception. While in both high-speed bullet train service and flights dimensions significantly affect the customer satisfaction and retention excluding a responsiveness dimension, in the Train Express four dimensions(Reliability, Responsiveness, Assurance, Tangibles) with the exception of Empathy which significantly affect the customer satisfaction and retention.
On Tolerance Analysis Using Inflation Factors
Seo, Sun-Keun ; Cho, You-Hee ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 91~104
Tolerance analysis plays an important role in design and manufacturing stages for reducing manufacturing cost by improving producibility. In most production processes encountered in practice, a process mean may shift or drift in the long run although process is in control. This study discusses the feasibility of three most common inflation factors(Bender, Gilson and Six Sigma) as a correction to Root Sum of Squares(RSS) method to compensate heuristically for a shift of process mean and nonnormal component distributions from simulation experiments and proposes the guidelines for choosing the inflation factor.
A Six Sigma Methodology and Case Study on Transactional Processes
Cho, Nam-Wook ; Cho, Chi-Woon ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 105~113
Six sigma has been the most influential management innovation program in a number of leading companies and its application has extended beyond manufacturing processes. Most companies have taken company-wide six sigma initiatives to also improve transactional and R&D processes. However, due to the limitation of existing methodologies, numerous difficulties arise during the six sigma application to non-manufacturing processes. In this study, a modified six sigma framework is proposed to facilitate six sigma implementation to transactional processes. The newly developed framework is applied to a six sigma project of the new product launching process of a marketing area.
On Implementation of Integrated Maintenance System in Underwater Guided Weapon
Shin, J.H. ; Yun, W.Y. ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 114~125
Maintenance equipments, tools, manuals and documents are needed to maintain the weapon systems. At the time, a lot of technical materials are maintained and used individually at a various places and organizations. Thus, maintenance engineers can not get the necessary informations quickly and the efficiency of maintenance was low. In this paper, first we analyze the maintenance processes in weapon systems and define the total measure to evaluate the maintenance efficiency of weapon systems. Second, we propose a implementation procedure to integrated maintenance system.
A Selectively Cumulative Sum(S-CUSUM) Control Chart
Lim, Tae-Jin ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 126~134
This paper proposes a selectively cumulative sum(S-CUSUM) control chart for detecting shifts in the process mean. The basic idea of the S-CUSUM chart is to accumulate previous samples selectively in order to increase the sensitivity. The S-CUSUM chart employs a threshold limit to determine whether to accumulate previous samples or not. Consecutive samples with control statistics out of the threshold limit are to be accumulated to calculate a standardized control statistic. If the control statistic falls within the threshold limit, only the next sample is to be used. During the whole sampling process, the S-CUSUM chart produces an 'out-of-control' signal either when any control statistic falls outside the control limit or when L -consecutive control statistics fall outside the threshold limit. The number L is a decision variable and is called a 'control length'. A Markov chain approach is employed to describe the S-CUSUM sampling process. Formulae for the steady state probabilities and the Average Run Length(ARL) during an in-control state are derived in closed forms. Some properties useful for designing statistical parameters are also derived and a statistical design procedure for the S-CUSUM chart is proposed. Comparative studies show that the proposed S-CUSUM chart is uniformly superior to the CUSUM chart or the Exponentially Weighted Moving Average(EWMA) chart with respect to the ARL performance.
A Case Study of Six Sigma Project for Reducing the Project Costs through Project Risk Management
Jung, Ha-Sung ; Lee, Dong-Wha ; Lee, Min-Koo ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 135~148
This paper considers a six sigma project for reducing the project costs through project risk management. The project follows a disciplined process of five phases: define, measure, analyze, improve, and control. A risk management process map is used to identify process input and output variables. Seven key process input variables are selected by using C&E diagram and X-Y matrix and finally four vital few input variables are selected by the related statistical analysis. The optimum alternatives of the vital few input variables are obtained by the method of PUGH matrix. The process is running on control plan and we obtained substantial project cost reductions in early stage of the control phase.
Cusum Control Chart for Monitoring Process Variance
Lee, Yoon-Dong ; Kim, Sang-Ik ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 149~155
Cusum control chart is used for the purpose of controling the process mean. We consider the problem related to cusum chart for controling process variance. Previous researches have considered the same problem. The main difficulty shown in the related researches was to derive the ARL function which characterizes the properties of the chart. Sample variance, differently with sample mean, follows chi-squared type distribution, even when the quality characteristics are assumed to be normally distributed. The ARL function of cusum is described by a type of integral equation. Since the solution of the integral equation for non-normal distribution is not known well, people used simulation method instead of solving the integral equation directly, or approximation method by taking logarithm of the sample variance. Recently a new method to solve the integral equation for Erlang distribution was published. Here we consider the steps to apply the solution to the problem of controling process variance.
Practical Experimental Design Strategy and Analysis for the Comparison of Two Treatments
Lim, Yong-Bin ;
Journal of the Korean society for quality management, volume 33, issue 3, 2005, Pages 156~160
We consider practical experimental design strategies and analysis to find out whether a modified method give better results than the standard method. The most practical design strategy is for experimenter to make r successive runs under the current standard method and then, change the standard method to a modified method to make another r successive runs under a modified method. To test a statistically significant difference between the population mean of the standard method and a modified method, additional recent data for sufficient number of consecutive responses under the standard method is needed to construct external reference distribution(Box, et al., 1968). Upon those informations unavailable, the practical design strategy is to run the experiment by split plot designs. In this paper, two types of split plot designs are proposed and how to determine efficiently the number of repetition within a given method and replication of those two methods are discussed based on results of the level of significance
= 0.05 and the power being at least 0.9 at the detectable difference of