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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 40, Issue 4 - Dec 2012
Volume 40, Issue 3 - Sep 2012
Volume 40, Issue 2 - Jun 2012
Volume 40, Issue 1 - Mar 2012
Selecting the target year
Economic Second-Order Modeling Using Modified Notz Design
Yun, Tae-Hong ; Byun, Jai-Hyun ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 431~440
DOI : 10.7469/JKSQM.2012.40.4.431
Purpose: In this paper we propose modified Notz designs which are useful to experimenters who want to adopt the sequential experimentation strategy and to estimate second-order regression model with as few experimental points as possible. Methods: We first present the design matrices and design points in two or three dimensional spaces for such small sized second-order designs as small composite, hybrid, and Notz designs. Modified Notz designs are proposed and compared with some response surface designs in terms of the total number of experimental points, the estimation capability criteria such as D- and A-optimality. Results: When sequential experimentation is necessary, the modified Notz designs are recommendable. Conclusion: The result of this paper will be beneficial to experimenters who need to do experiments more efficiently, especially for those who want to reduce the time of experimentation as much as possible to develop cutting-edge products.
Robust Newsvendor Model With Random Yield and Customer Balking
Jung, Uk ; Lee, Se Won ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 441~452
DOI : 10.7469/JKSQM.2012.40.4.441
Purpose: In this paper, we have considered a problem of newsvendor model in an environment of random yields in quality and customer balking behavior, in which only the mean and the variance of the demand are known. In practice, the distributional information of the demand is very limited and only the mean and variance are guessed by experience. In addition, due to the customers balking behavior occurring when the available inventory level decreases, the product`s demand becomes a function of inventory level so that the classical newsvendor`s optimal order quantity is no longer optimal. Methods: We have developed an optimal order quantity model that enables us to incorporate the random yield of a product and the customer balking information such as a threshold inventory level of balking and the corresponding probability of a sale during the balking. Results: We illustrated the concepts developed here through simple numerical examples and showed the robustness of our model in a various setting of parameters. Conclusion: This paper provides a useful analysis showing that our distribution-specific and distribution-free approach to the optimal order quantity in the newsboy model can act as an effective tools to match supply with demand for these product lines.
Wordings of the Kano Model`s Questionnaire
Song, HaeGeun ; Park, Young T. ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 453~466
DOI : 10.7469/JKSQM.2012.40.4.453
Purpose: The Kano model has been widely accepted as a method for classifying quality attributes for almost three decades since its introduction. However, the wordings of the five alternatives in the Kano`s questionnaire has been criticised for unclear and confusable meanings. New wordings of the five alternatives are proposed in this paper. Methods: To evaluate the effectiveness of the proposed wordings, we classify 30 quality attributes of smartphones using the conventional wordings and the proposed wordings respectively. The two classification results are compared with the direct classification results by undergraduate students who learned the Kano model. Results: The classification results using the proposed wordings are much more consistent with the direct classification results than those using the conventional wordings. Conclusion: The proposed wordings are less confusable and easy to understand, and thus it results in more consistent with the direct classification.
Statistical Design of X Control Chart with Improved 2-of-3 Main and Supplementary Runs Rules
Park, Jin-Young ; Seo, Sun-Keun ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 467~480
DOI : 10.7469/JKSQM.2012.40.4.467
Purpose: This paper introduces new 2-of-3 main and supplementary runs rules to increase the performance of the classical
control chart for detecting small process shifts. Methods: The proposed runs rules are compared with other competitive runs rules by numerical experiments. Nonlinear optimization problem to minimize the out-of-control ARL at a specified shift of process mean for determining action and warning limits at a time is formulated and a procedure to find two limits is illustrated with a numerical example. Results: The proposed 2-of-3 main and supplementary runs rules demonstrate an improved performance over other runs rules in detecting a sudden shift of process mean by simultaneous changes of mean and standard deviation. Conclusion: To increase the performance in the detection of small to moderate shifts, the proposed runs rules will be used with
An Iterative Posterior Preference Articulation Approach to Dual Response Surface Optimization
Jeong, In-Jun ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 481~496
DOI : 10.7469/JKSQM.2012.40.4.481
Purpose: This paper aims at improving inefficiency of an existing posterior preference articulation method proposed for dual response surface optimization. The method generates a set of non-dominated solutions and then allows a decision maker (DM) to select the best solution among them through an interval selection strategy. Methods: This paper proposes an iterative posterior preference articulation method, which repeatedly generates the predetermined number of non-dominated solutions in an interval which becomes gradually narrower over rounds. Results: The existing method generates a good number of non-dominated solutions not used in the DM`s selection process, while the proposed method generates the minimal number of non-dominated solutions necessitated in the selection process. Conclusion: The proposed method enables a satisfactory compromise solution to be achieved with minimal cognitive burden of the DM as well as with light computation load in generating non-dominated solutions.
Research on Technopark Management Performance Comparison Based on National Quality Awards Appraisal Standard by Countries
Hwang, Sung-Taek ; Park, Jong-Woo ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 497~512
DOI : 10.7469/JKSQM.2012.40.4.497
Purpose: Most major countries have their own set of qualifications called national quality awards to measure the quality of companies and organizations. This study analyzes 3 different national quality awards and compare with the result from Korean quality awards conducted by Ministry of knowledge and Economy and Korea institute for advancement of technology. Methods: We tested 17 technoparks out of 18 technoparks in Korea and see how different the results can be depends on the value weights. We closely looked at each qualifications and tables of different countries` awards and compared with one used in Korea. Finally we proposed some suggestions to use not only domestic model but also international ones to be objective and add efficiency to organizations. Results: Depend on similarity of qualifications and weights, there were countries with different results and these caused score and ranking changes. Nevertheless, there was a comparison that did not make any changes on both score and ranking. Conclusion: We recognized the limitation that a standardized quality variation cannot be enough sources to test and analyze technoparks with different size and criteria. Integrating global standards and flow would be the first step to help grow technoparks and organizations placed in Korea in days to come.
Influence of Service Quality and Trust on Customer Satisfaction in Judicial Agents`s Service
Eom, Heeyeol ; Lee, Sungho ; Kim, Chesoong ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 513~530
DOI : 10.7469/JKSQM.2012.40.4.513
Purpose: The requirement for legal services is going up by modern people living in the era of complexity and variety who want to resolve legal conflicts between individuals and improve their personal rights. Methods: In this study, we used both literature and empirical researches to achieve our goals. In literature research, concept of service quality, method of measuring service quality, and dimension of service quality were explored, relationship among service quality, customer satisfaction, and customer loyalty and hypothesis was made based on the above, and tested. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 252 customers of Judicial Agents`s Service. Results: This result is not consistent with that of advanced study; it was found that service has significant influence on customer trust, and the trust also has significant influence on customer satisfaction and loyalty. Conclusion: This study has limitations in terms of restricted service sectors and measuring methods. For this reason, the followings are needed to be considered for interpretation and generalization of the study results. We believe that further studies are needed to investigate other service areas as well as legal service at the same time, and study target which is limited to Gangwon Province needs to be expanded for more accurate investigation. In addition, in-depth follow-up study should be proceeded considering variables such as customer value, conversion cost, and image of service providers.
The Effects of the Perceived Call Center Service Quality on Service Loyalty - Focused on Mediating Effects of the Perceived Brand Personality -
Lee, Myeong Sik ; Kim, Gyoung Suk ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 531~542
DOI : 10.7469/JKSQM.2012.40.4.531
Purpose: This study examines the causal relationship among perceived call center service quality, perceived brand personality, and service loyalty. Methods: This study employs call center services in mobile phone, credit card, and internet shopping, to collect data from respondents via on-line survey, and analyzes causal relationship among above-mentioned three constraints. Results: Perceived call center service quality has a positive impact on perceived brand personality and service loyalty. Perceived brand personality has a positive impact on service loyalty. Cognitive loyalty has a positive influence on attitudinal loyalty. Attitudinal loyalty has a positive impact on behavioral loyalty. Perceived brand personality has a mediating effect towards perceived call center service quality and service loyalty. Conclusion: In order to improve service loyalty, it is necessary to understand diverse variables. Call center service companies are required to find the ways to improve their service quality, while positively applying the techniques of differentiating the brand personality used by manufacturing companies.
A Study on the Effects of the Port Service Quality on Customer Satisfaction and Performance in Incheon Port
Kim, SooMan ; Choi, HaeSup ; Kim, Youn Sung ; Yoo, Hong Sung ; Yoo, Seuck-Cheun ; Kim, Seo-Young ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 543~558
DOI : 10.7469/JKSQM.2012.40.4.543
Purpose: The purpose of this study was to propose useful suggestions by analyzing causal effect relationship between port service quality, and customer satisfaction and performance in port industry. Methods: The collected data through the survey were analyzed using multi-regression analysis. The measurement tools used for this study were divided into three dimensions such as internal quality, interaction quality and environmental quality. Results: The results of this study are as follows; regarding the influence of pot service quality dimension on customer satisfaction, it was found that the effects of interaction quality and internal quality were significant and those of environmental quality was not significant on customer satisfaction. It was found that customer satisfaction made statistically significant influence on performance from the investigation of the causal effect relationship between customer satisfaction and performance. Conclusion: Incheon Port needs to act actively paying attention to port facilities, efficient operation, network, cargo recruitment activities, smooth communication and fast handling.
A Study on Quality Improvement of Website Services
Park, Jun Hyun ; Jun, Min Soo ; Kwak, Choonjong ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 559~576
DOI : 10.7469/JKSQM.2012.40.4.559
Purpose: This research aims at quality improvement of website services on the internet. Methods: SERVQUAL is redefined for web environments as sixteen statements in five dimensions to identify user requirements for websites and measure their importance ratings. Quality Function Deployment (QFD) is used to integrate user requirements into service development for websites so that management and design guidelines can be obtained for user-oriented websites. Fuzzy set theory is introduced to resolve the ambiguity and subjectivity of user requirements in the House of Quality (HOQ). Results: The priorities of design characteristics are extracted from the Fuzzy QFD for University websites. Conclusion: It is expected to provide quality services in less time with less effort, if the results of the Fuzzy QFD are used to provide services in a strategic way under limited resources.
Statistics Quality Assessment and Improvement of Small & Medium Enterprises Survey
Kim, Moon Sun ; Chun, Sae Rom ; Nam, Kyung H. ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 577~588
DOI : 10.7469/JKSQM.2012.40.4.577
Purpose: This paper aims to evaluate the quality of Small & Medium Enterprises(SMEs) Survey and to provide some desirable directions and improvements for the future SMEs Survey, conducted by the Government. Methods: The diagnosis were performed by employing the quantitative and qualitative approaches with the official guideline provided by the Ministry of Statistics. Results: Results show that follow-up management are evaluated relatively low in specific processes, and timeliness are evaluated relatively lower than accuracy, accessibility, relevance, comparability and consistency in statistical qualities. Conclusion: we propose the alternatives which enhance the quality level of SMEs by using the 6 tools of Quality Management for Statistics.
Determining the Importance Values of Quality Attributes Using ASC
Jang, Heung-Yeop ; Song, HaeGeun ; Park, Young T. ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 589~598
DOI : 10.7469/JKSQM.2012.40.4.589
Purpose: Determination of the importance values of quality attributes is very important to integrate the Kano model with QFD. A new method to determine the importance values of quality attributes is proposed. Methods: ASC(Average Satisfaction Coefficient) is proposed in order to determine the importance values of quality attributes. To evaluate the effectiveness of ASC, a case study of modern TV sets is conducted, and the performance of ASC is compared with direct importance evaluation and AHP pairwise comparisons. Results: The result of ASC application is similar with those of direct importance evaluation and AHP pairwise comparison. Conclusion: ASC is an effective instrument to determine the importance values of quality attributes. It doesn`t need a cumbersome process like AHP pairwise comparison, and can be calculated using the data for the conventional Kano model.
Impact of Product and Service Quality on Service and Product Loyalty in a Automobile Industry
Bae, Hye Jeong ; Rhim, Hosun ; Shin, Hojung ; Yang, In-Seok ; Yoo, Seuck-Cheun ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 599~614
DOI : 10.7469/JKSQM.2012.40.4.599
Purpose: We measure service quality based on service process, and examine relationships among product quality, product and service loyalty. Methods: We develop a construct to evaluate process based service quality. We collect data from customers of auto maintenance centers to measure perceived product quality, service and product quality. We test relationships between constructs using structural equation model and regression analysis. Results: Relationships among perceived-product quality, service quality, service loyalty, and product loyalty are all significant. Conclusion: Perceived-product quality has a indirect impact through service quality and loyalty in addition to a direct impact on product loyalty.
The Resource Competencies affecting on the Software Firm Performance
Ho, Woong-Ki ; Lee, Cheol-Gyu ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 615~630
DOI : 10.7469/JKSQM.2012.40.4.615
Purpose: The purpose of this research is to identify the factors effecting on the software firm performance through RBV(Resource-Based View) perspective. Methods: The data have been analyzed via the multiple regressions between 3 performance indexes, which are revenue, operational income rate and employment, and 7 independent variables. Results: The results show that company age, capital intensity, training expense, marketing expense, and export revenue effect on the firm performance, whereas R&D expense and debt ratio do not so. Conclusion: This study can contribute the decision process of the investment priority of resources and competencies at the software firms to maximize the return on investment.
The Empirical Study on Relation between R&D Innovation Capability and Performance in Knowledge-Based Service Firms
Kim, Moon Sun ; Kim, Soo Jung ; Nam, Kyung H. ;
Journal of the Korean society for quality management, volume 40, issue 4, 2012, Pages 631~640
DOI : 10.7469/JKSQM.2012.40.4.631
Purpose: This empirical study is focused on the relationship between innovation capability (R&D and Human Resource innovation) and performance in knowledge-based service firms. Methods: We build research model to test how each of innovation capability on technology and human resource is influenced on their financial and non-financial performance in the knowledge-based service industries. Based on the previous research, we hypothesized the factors are regarded innovation capabilities of the firms as the scale of R&D and human resources. Because this study is especially targeted to the performance of knowledge-based service firms. With the survey on 424 main knowledge-based service firms, the multi-regression analysis was performed. Results: The result showed that the scale of R&D and human resources capabilities are main factors for knowledge-based service firms` performance, which reflects the current industrial structure. Conclusion: This study empirically demonstrated that human resources are most important to the growth of knowledge-based service firms.