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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
Editor in Chief :
Volume & Issues
Volume 41, Issue 4 - Dec 2013
Volume 41, Issue 3 - Sep 2013
Volume 41, Issue 2 - Jun 2013
Volume 41, Issue 1 - Mar 2013
Selecting the target year
Excellence for Organization Quality Management Innovation Challenge -Comparison of Korea and China-
Kim, Gye-Soo ; Xu, Da-Peng ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 499~512
DOI : 10.7469/JKSQM.2013.41.4.499
Purpose: Quality Innovation Managements recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Countries. The purpose of this study is to explore the effects of innovation, quality, satisfaction and customer loyalty. Methods: After reviewing the literatures, the structural equation modeling (SEM) was conducted test the research model. The data was collected from Quality Leader by the questionnaire In Korea and China. Results: The results of SEM show that hardware innovation quality have a positive effect on customer satisfaction. Customer Satisfaction have a positive effect on customer satisfaction. Conclusion: The authors demonstrate that the hardware innovation quality is related positively to customer satisfaction. And customer satisfaction has a positive effect on customer loyalty. A number of notable findings are reported including the empirical verification that hardware innovation quality, customer satisfaction, and customer loyalty may all be directly related to business performance.
Service Resource, Capability and Performance: an Exploratory Study on Hotel Industry
Cho, Jungeun ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 513~525
DOI : 10.7469/JKSQM.2013.41.4.513
Purpose: The purpose of this paper are to propose a strategic map for hotel industry through analyzing the relationship between service resource, operational capabilities, and performance. Methods: A phone survey was conducted among Korean hotels, and 102 data sets were collected. Measurement items are assessed using both cognitive and objective scales. Results: As results, 'superior group', which is superior in both physical resources and human resources, is excellent in all capabilities and also in room occupancy rate. On the other hands, 'inferior group', which is inferior in both physical resources and human resources, shows lower achievements is in most areas except speed. In addition, physical superior group is better than human superior group in most capabilities except speed, but human superior group shows better results than physical superior group in both room occupancy rate and customer satisfaction. Conclusions: Through the empirical analysis, the conclusions attained are as follows; First, human resources affect customer satisfaction more directly that physical resources. Second, the balancing between physical resources and human resources has an importance to improve operational capabilities.
Health-care Service Quality Improvement Using Walk-through Audit
Riew, Moon Charn ; Shin, Ji Yeon ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 527~539
DOI : 10.7469/JKSQM.2013.41.4.527
Purpose: Methods for increasing health-care service quality are considered for a women-centered hospital located on a local city. A walk-through audit is applied to uncover areas for improvement. Methods: A survey questionnaire with 25 questions is constructed based on a service blueprint for a walk-through audit, and a survey is conducted both to patients and service providers to assess a health-care service quality. Frequency analysis, statistical tests and customer-provider analysis are used to analyze surveyed data. Results: According to customer-provider analysis, 6 attributes belong to 'problem unawareness' zone in which they are rated high by service providers but low by patients, and another 6 attributes belong to 'problem awareness' zone in which they are rated low by both groups. These attributes are considered to be improved with priority. Conclusion: Both patient group and service provider group have lots of different perceptions on most attributes that are examined, and the hospital to be studied is, in general, competitive in technical quality and less competitive in functional quality.
A Study on Improvement of Large-size Hospital's Emergency Medical Service According to Patient's Viewpoint
Cho, Chul-Ho ; Lee, Eun-Ji ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 541~553
DOI : 10.7469/JKSQM.2013.41.4.541
Purpose: This study intends to offer strategic implications that can be used in emergency medical service of large-size hospital through analysis of causal relationship among factors such as emergency medical service, patient value, patient satisfaction and reuse intention. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: As a result of empirical analysis, we found that emergency medical service qualities of general hospital could be six components. Image of hospital, medical facilities, and attitude of medical staff are positively related to patient satisfaction and reuse intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations to be solved through additional study in future.
Developing Innovation Index of Hospital Service Using 6 Sigma and SERVQUAL
Oh, Ka-Eun ; Bak, Won-Sook ; Han, Sang-Sook ; Park, Sang-Chan ; Lee, Sang-Chul ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 555~566
DOI : 10.7469/JKSQM.2013.41.4.555
Purpose: The purpose of this study is to develop innovation index of hospital service integrating 6 sigma and SERVQUAL. Methods: This study used DMA(Define, Measure and Analysis) from 6 sigma and 5 Factors from SEVQUAL. To test data, chi-squire text, association analysis and behavior analysis was conducted. Results: This study indicated the management index through CTQ (Critical to Quality) and Chosen few X using 6 sigma process. Finally, And this study developed 5 Factors; Equipment Utilization in Tangibility, Ratio of Patients/Disease/Behavior/Treatment in Reliability, Survival RAte, Canselation Rate of Reservation, Churn Rate, Interval of Treatment and Confidence in Responsiveness, Frequency of Patients/Disease/Behavior/Treatment in Assurance and Contrast to Best Department/Best Doctor/Best Doctor in Faculty/Average of Mine in Empathy. Conclusion: This study developed innovation index of hospital service. Managing this index, hospital is able to achieve the decline of total treatment cycle, adjustment of patients behavior and increase of equipment utilization. Ultimately, hospital is able to accomplish innovation of healthcare service.
Analyzing Differences in CSR Activities of Consumer Issues among Industries
Kim, Kwang-Yong ; Lee, Sang-Chul ; Suh, Yung-Ho ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 567~580
DOI : 10.7469/JKSQM.2013.41.4.567
Purpose: This study aims to develop measuring tools for 'Consumer Issues' of ISO 26000, the international standards for corporate social responsibility(CSR), and propose strategic suggestions on the CSR implemention by analyzing the differences among various industries. Methods: In order to test the research models, structured questionnaires were used and nationwide surveys were conducted targeting at customers who have had experiences in using the products and services from the companies which published CSR reports. In addition, for the empirical analysis of data, the models were verified with AMOS confirmatory factor analysis(CFA). Results: From the result of the analysis of differences among industries, it was shown that level of CSR activities was high in public sectors, followed by service industries and manufacturing. It was also shown high in air transport and the electrical and electronic industries, while it was confirmed low in energy and environment related industries such as energy, automobile and chemical industries. As a result, strategic approaches are suggested, considering the different characteristics of each industry in implementing CSR. Conclusion: This study has developed measuring tools for 'Consumer Issues' to research the core subjects and issues of ISO 26000, the international standards for CSR. It has confirmed the characteristics and differences regarding 'Consumer Issues' among industries and proved that industries can provide guidelines for the implementation of CSR activities through approaching and researching various issues from interested parties. This study has also suggested the importance of customer awareness of CSR activities and active communications by industries.
R&D Quality Assurance : General Types and Key Quality Elements
Kim, Deok-Hwan ; Kang, Mi-Sun ; Ji, Doo-Hwan ; Choi, Sang-Jin ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 581~599
DOI : 10.7469/JKSQM.2013.41.4.581
Purpose: This study aims to analyze general types of R&D Quality Assurance(R&D QA) and to identify key quality elements for R&D QA. R&D QA is defined as all the planned and systematic actions to verify whether R&D processes are conducted in a proper manner and the results of R&D fully satisfy customers' requirements. Methods: The existing R&D QA guidelines and the some cases were reviewed. From the review, three general types are analyzed and thirteen key quality elements are identified. Then, the survey on the eighteen domestic experts has been conducted for prioritization of the identified elements. Results: As the result of this study, three types for R&D QA based on quality elements, standard process, and final evaluation are analyzed. Related to the first type, thirteen quality elements, e.g., administrative plan, project plan, process management and so on, are identified and prioritized. Conclusion: This study contributes to develop the baseline for R&D QA including the types and the key quality elements. It may be helpful for the institute that has an interest adopting R&D QA.
The Empirical Study on the Relationship between R&D Investment and Growth Rate Change of Manufacturing Firms in Incheon
Lee, Yune ; Han, Seong Ho ; Yoo, Gwang Min ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 601~610
DOI : 10.7469/JKSQM.2013.41.4.601
Purpose: The purpose of this paper is to analyze the relationship between R&D investment and growth rate of manufacturing firms in Incheon. Methods: The balanced panel data of 246 firms which have existed for the period 2001-2012 are constructed. As a method of analysis, fixed effects panel data model is used. Results: There is a one year lag in the relationship between R&D intensity and the subsequent sales growth of firms and its relation depends on the firms' characteristics. Conclusion: We suggest the emphasis on R&D investment for firms' growth and the differentiated R&D program based on firm size. This article has the limitation that various types of R&D investment cannot be included in this analysis.
An Exploratory Research on Moderate Effect of Customization and R&D Strategy to Relationship between Quality Management Practices and Performances
Park, Jeong Soo ; Chang, Deok Shin ; Kim, Youn Sung ; Lee, Dongwon ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 611~621
DOI : 10.7469/JKSQM.2013.41.4.611
Purpose: The purpose of this study was to investigate if companies' efforts of quality management practices have positive impacts on the companies' performance as the first stage. In the second stage of this study, we tried to confirm if the degree of companies' making efforts on customization strategy and R&D strategy function as moderate variable on relationship between quality management practices and companies' performance. Methods: The collected data through survey were analysed using multiple regression for the first stage of the study and moderate regression for the second one of it. Results: The results of this study are as follows; quality management practices have positive effect on performances. Moreover, much effort on customization strategy has significant moderate effect on relationship between quality management practices and corporate performance. On the other hand, much effort of companies on R&D strategy has significant moderate effect on the relationship between the two as well. Conclusion: Manufacturing and services companies in Korea need to make effort of quality management practices in order to improve corporate performance. Moreover, if that efforts are combined with customization strategy and R&D strategy, they will expect synergy effect on performance improvement.
Developing a Product Risk Assessment Model for Korea Using Injury Data
Bae, Jinhan ; Song, HaeGeun ; Park, Young T. ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 623~635
DOI : 10.7469/JKSQM.2013.41.4.623
Purpose: The recent major recalls of hazardous products caused consumer product safety acts to be strengthen worldwide. Although the recall system of hazardous products in Korea has been operating based on Framework Act on Product Safety since 2011, the evaluation of product risk has been relied on not the results of objective incident data but the results of illegal product investigations. The purpose of this paper is to propose a product risk assessment model for Korea using injury data. Methods: The authors derived Korea's risk assessment method by analysing the advantages and disadvantages of the most widely used models in advanced countries such as EU's RAPEX RAG and Janpan's R-MAP. In this study, the level of relative frequency and severity of injury are determined based on the objective incident data and the length of hospitalization respectively. In addition, the injury data occurred during 2011 is applied to the proposed risk assessment model for case study. Results: The data analysed in this paper can be classified as high risk, medium risk, low risk, acceptable risk, and safe products through the matrix f rom the combination of the relative frequency and the severity derived. Conclusion: The proposed risk assessment model in this study has advantage obtaining reliable objective results because it uses actual injury data and redeems the drawbacks of the existing models used in advanced countries. Furthermore, because the proposed model shows the high risk products among many, it is expected to be useful especially for customs whose main job is inspecting the imported goods and the government when selecting the target product groups for safety investigation.
A Study on the Application of Korean Standards(KS) Networks to the Development of a Product Portfolio Strategy
Yun, TaeYoung ; Cho, Nam-Wook ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 637~648
DOI : 10.7469/JKSQM.2013.41.4.637
Purpose: The objective of this study is to provide a methodology that can facilitate efficient development of a product portfolio by utilizing Korean Standards(KS) networks. Methods: A case study on a steel manufacturing company is provided. Social network analysis h as been conducted on KS network and KS certification information of the company. Core test standards of a company have been identified. The core standards, then, used to construct a product-standard network of a corresponding industry. Results: As a result of analyzing product-standard networks, a product portfolio of a company has been developed. It has been shown that the candidate product portfolio is a cost-effective alternative in terms of standard maintenance cost. Conclusion: By using social network analysis, standards information can be used to support new product development process.
Implication of Industrial Security Capacity Based on Level Evaluation
Kim, Moon Sun ; Jeoune, Dae-Seong ; Nam, Kyung H. ; Kim, Gyu-Ro ; Han, Chan-Myeong ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 649~657
DOI : 10.7469/JKSQM.2013.41.4.649
Purpose: In this study, the actual situation of domestic firms vulnerable to industrial security competence will be discussed. And accordingly be discussed for effective response measures. Methods: Using a structured questionnaire by mail, fax, e-mail and fill method was used respondents. By the end of '10 R&D Center, which holds 15,247 companies(population) among the 95% level of confidence, tolerance
p-level corporate type, sector, region extraction method stratified multi-level companies were investigated through the final 1529. Results: The average level of industrial security capabilities 43.8%(out of 100) is very weak, so urgent and positive response measures also need to be investigated sought. Conclusion: we propose the effective management framework and improvement plans to prevent illegal industrial leakage are to be made.
A Study on Accelerated Life Test of Halogen Lamps for Medical Device
Jung, Jae Han ; Kim, Myung Soo ; Lim, Heonsang ; Kim, Yong Soo ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 659~672
DOI : 10.7469/JKSQM.2013.41.4.659
Purpose: The purpose of this study was to estimate life time of halogen lamps and acceleration factors using accelerated life test. Methods: Voltage was selected as an accelerating variable through the technical review about failure mechanism. The test was performed at 14.5V, 15.5V and 16.5 for 4,471 hours. It was assumed that the lifetime of Halogen lamps follow Weibull distribution and the inverse power life-stress relationship models. Results: Mean lifetimes of pin and screw types were 19,477 hours and 6,056 hours, respectively. In addition, acceleration factor of two items are calculated as 4.8 and 2.2 based on 15.5V, respectively. Conclusion: The life-stress relationship, acceleration factor, and MTTF at design condition are estimated by analyzing the accelerated life test data. These results suggest that voltage was very important factor to accelerate life time in the case of halogen lamps and the life time of pin type is three times longer than screw type lamps.
Design of Screening Inspection Procedures Based on Guard Bands Considering Measurement Errors
Kim, Young Jin ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 673~681
DOI : 10.7469/JKSQM.2013.41.4.673
Purpose: The purpose of this study is to investigate the design optimization modeling of screening procedures based on the assessment of misclassification errors. Methods: Misclassification errors due to measurement variability are derived for normally distributed quality characteristics. Further, an optimization model for ensuring the level of outgoing quality is proposed and demonstrated through an illustrative example. Results: It is shown that two types of misclassification errors (i.e., false acceptance and false rejection) may be properly compromised through an analytical assessment of measurement errors and an optimization modeling. It is also discussed that a variety of optimization modeling may be enabled based on the derivation of measurement errors. Conclusion: It may be concluded that the design of screening inspection may further be facilitated by including the effect of measurement errors on the performance of screening inspection procedure.
Evaluating Customer Perceptions of Car Seats' Functions Using the Kano Model
Kim, Hakgyun ; Song, HaeGeun ; Park, Young T. ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 683~692
DOI : 10.7469/JKSQM.2013.41.4.683
Purpose: Car seats affect customer satisfaction greatly when the seats' design is changed because car holders are in close contact with the seats. However, the improvement of the current seats' design involves risks such as investment cost, and therefore it needs strategic operating measures from the perspective of customers. Until now, operations of seats' specification have been decided by technical-push rather than market-pull, and carried out based on professionals' experience without measuring customer satisfaction correctly. The purpose of this study is to present a systematic approach to measure customers' perception on the car seats using the Kano model and pairwise comparison technique. Methods: The authors derive 17 major functions of a car seat by analyzing major components of car seats, and conduct a survey of 141 adults who hold a car(s). Results: The results show that consumers perceive the adjustable functions of front seats as must-be while the same functions for rear seats are perceived as attractive. In particular, motor operated functions for both front and rear seats increase customer satisfaction greatly if they are presented. Conclusion: This study shows that how much customer (dis)satisfaction will increase if a function of car seats (non)fulfilled, and therefore, the results of this study will provide practitioners and R&D personnel in new automobile seats development projects with useful information.
A Study on Analysis of the Implementation Status and the Advancement of Computerized Maintenance Management System (CMMS) in Korean Companies
Ku, Sung Tae ; Kim, Chang Eun ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 693~708
DOI : 10.7469/JKSQM.2013.41.4.693
Purpose: This study is to develop an evaluation model for analysis of CMMS Implementation status and provide CMMS advancement methods to maximize implementation effect through the evaluation model. Methods: After extracting common modules from CMMS packages and establishing evaluation standard for each module, then the evaluation standard is applied to 33 Korean companies for evaluating their own current implementation status. Results: Preventive maintenance and analysis information modules were considered the most vulnerable in Korean companies which have introduced CMMS packages. And the reason why preventive maintenance is vulnerable is that there is poor build-up of their own preventive maintenance standards. Conclusion: Korean companies which will introduce CMMS need to make preventive maintenance standards, and data of the materials and the equipment to improve the effectiveness in advance.
Effects of Normalization and Aggregation Methods on the Volatility of Rankings and Rank Reversals
Park, Youngsun ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 709~724
DOI : 10.7469/JKSQM.2013.41.4.709
Purpose: The purpose of this study is to examine five evaluation models constructed by different normalization and aggregation methods in terms of the volatility of rankings and rank reversals. We also explore how the volatility of rankings of the five models changes and how often the rank reversals occur when the outliers are removed. Methods: We used data published in the Complete University Guide 2014. Two universities with missing values were excluded from the data. The university rankings were derived by using the five models, and then each model's volatility of rankings was measured. The box-plot was used to detect outliers. Results: Model 1 has the lowest volatility among the five models whether or not the outliers are included. Model 5 has the lowest number of rank reversals. Model 3, which has been used by many institutions, appears to be in the middle among the five in terms of the volatility and the rank reversals. Conclusion: The university rankings vary from one evaluation model to another depending on what normalization and aggregation methods are used. No single model exhibits clear superiority over others in both the volatility and the rank reversal. The findings of this study are expected to provide a stepping stone toward a superior model which is both reliable and robust.
Development of the ISEP Based on Systems Engineering
Byun, BoSuk ; Choi, YoChul ; Park, Young T. ;
Journal of the Korean society for quality management, volume 41, issue 4, 2013, Pages 725~735
DOI : 10.7469/JKSQM.2013.41.4.725
Purpose: The purpose of this study is to propose an Integrated Safety Evaluation Process (ISEP) that can enhances the safety aspect of the safety-critical system. This process utilizes the advantages of the iterative Systems Engineering process combined with the safety assessment process that is commonly and well defined in many standards and/or guidelines for railway, aerospace, and other safety-critical systems. Methods: The proposed process model is based on the predefined system lifecycle, in each phase of which the appropriate safety assessment activities and the safety data are identified. The interfaces between Systems Engineering process and the safety assessment process are identified before the two processes are integrated. For the integration, the elements at lower level of Systems Engineering process are combined with the relevant elements of safety assessment process. This combined process model is represented as Enhanced Functional Flow Block Diagram (EFFBD) by using CORE(R) that is commercial modelling tool. Results: The proposed model is applied to the lifecycle and management process of the United States aircraft system. The US aircraft systems engineering process are composed of twelve key elements, among which the requirements management, functional analysis, and Synthesis processes are considered for examplenary application of the proposed process. To synchronize the Systems Engineering process and the safety assessment process, the Systems Engineering milestones are utilized, where the US aircraft system has thirteen milestones. Taking into account of the nine steps in the maturity level, the integrated process models are proposed in some phases of lifecycle. The flows of processes are simulated using CORE(R), confirming the flows are timelined without any conflict between the Systems Engineering process and the safety assessment process. Conclusion: ISEP allows the timeline analysis for identifying activity and data flows. Also, the use of CORE(R) is shown to be effective in the management and change of process data, which helps for the ISEP to apply for the development of safety critical system. In this study, only the first few phases of lifecyle are considered, however, the implementation through operation phases can be revised by combining the elements of safety activities regarding those phases.