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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 37, Issue 4 - Dec 2009
Volume 37, Issue 3 - Sep 2009
Volume 37, Issue 2 - Jun 2009
Volume 37, Issue 1 - Mar 2009
Selecting the target year
Evaluating the Technical Efficiency of Service Operations Using DEA Models: An Application to Contact Center Services
Cho, Geon ; Lee, Kyoung-Jae ; So, Soon-Hu ;
Journal of the Korean Society for Quality Management, volume 37, issue 2, 2009, Pages 1~11
Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.
Quality.Environment Management System Evaluation of Machinery and Metal Manufacturing Companies Related to Marine Equipment: a Case Study Using Audit Results
Park, Dong-Joon ; Kang, Byung-Hwan ; Kim, Ho-Gyun ;
Journal of the Korean Society for Quality Management, volume 37, issue 2, 2009, Pages 12~21
Organizations worldwide have implemented quality management system, ISO 9001:2000 and environmental management system, ISO 14001:2004. Researches have been conducted regarding occupational health and safety management system, integration of these management systems, and extension to corporate social responsibility and sustain ability management system, ISO 26000. This paper examines quality and environment management systems for machinery and metal companies using audit results. We perform statistical tests to see if there are any significant differences of minor nonconformities for requirements of ISO 9001:2000 and ISO 14001:2004 based on implementation motive, operating periods, and organization's size. We also present causes and reasons for statistical differences and minor nonconformities to use as references for implementing efficiently quality management system and environment management system.
A TOC and BSC based Incentive Model for Small Companies and Some Case Analyses
Hwang, Young-Je ; Kwon, Hyuck-Moo ;
Journal of the Korean Society for Quality Management, volume 37, issue 2, 2009, Pages 22~31
While large companies successfully manage incentive systems, small and medium sized companies have difficulties in successful management of the incentive system. In this article, we propose an incentive model fitted for the small and medium sized companies. To overcome the barriers, which are mainly due to lack of resources, we use the ideas of TOC and BSC. We also provide an application example of an actual company and examine the validity of our model.
The Classification of Logistics Service Quality through the utilization of Kano Model
Kang, Gi-Du ; Ahn, Seung-Ho ; Cheon, Hong-Sik ; Lee, Woo-Yeong ;
Journal of the Korean Society for Quality Management, volume 37, issue 2, 2009, Pages 32~45
The importance of quality logistics service has kept growing in fierce competitions. Accordingly, many have tried to assess the logistics service quality and attempted to propose the strategic ways to manage it. However, it has been known that service quality is a multi-dimensional construct and not all quality attributed are viewed as equally important to customers. In other words, each quality attribute has different implications for customer satisfaction. To this respect, the current study attempted to identify the satisfying/dissatisfying quality factor through the Kana approach. In so doing, several satisfying and dissatisfying quality factors in logistics service quality were identified. Further, several academic and practical implications for logistics service quality were proposed.
Economic Design of
Control Chart Using a Surrogate Variable
Lee, Tae-Hoon ; Lee, Jae-Hoon ; Lee, Min-Koo ; Lee, Joo-Ho ;
Journal of the Korean Society for Quality Management, volume 37, issue 2, 2009, Pages 46~57
The traditional approach to economic design of control charts is based on the assumption that a process is monitored using a performance variable. However, various types of automatic test equipments recently introduced as a part of factory automation usually measure surrogate variables instead of performance variables that are costly to measure. In this article we propose a model for economic design of a control chart which uses a surrogate variable that is highly correlated with the performance variable. The optimum values of the design parameters are determined by maximizing the total average income per cycle time. Numerical studies are performed to compare the proposed
control charts with the traditional model using the examples in Panagos et al. (1985).
Empirical study on Customer Satisfaction and others Factor influencing "would recommend" in NPS(Net Promoter Score) - Focus on Kitchen furniture -
Kim, Kyu-Sik ; Ree, Sang-Bok ;
Journal of the Korean Society for Quality Management, volume 37, issue 2, 2009, Pages 58~67
Customer Satisfaction Management(CSM) is becoming more common and the importance of measuring the CS Index(CSI) is getting higher and higher. Furthermore, the existing CSI have many problems in view of the link between enterprise result and those indecision, which could not explain the links clearly. Therefore, NPS(Net Promoter Score) index have been developed by Fred Reichheld and the NPS shows up rapidly and attract attention. In this paper, we provide conceptual frameworks on the links among the latent variables(total CSI, elementary CS and the referral) and propose more effective and practical index between CSI and the "would recommend" index through testing the Structural Equation Model(SEM) on "CSI
A Study on Implementing the QC Tools for Systematic Problem-Solving
Yun, Tae-Hong ; Kim, Chang-Yeol ; Byun, Jai-Hyun ;
Journal of the Korean Society for Quality Management, volume 37, issue 2, 2009, Pages 68~77
There are many quality control(QC) tools useful for solving quality problems. In this paper, QC 7 tools, new QC 7 tools, and other quality tools are first compared with respect to their frequency of use. We suggest an integrated problem-solving procedure to systematically deal with various quality problems. For each step a streamlined flow chart is presented to help the practitioners to adopt relevant tools depending on certain situations they face. The procedure will help quality practitioners solve field quality problems.