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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 42, Issue 4 - Dec 2014
Volume 42, Issue 3 - Sep 2014
Volume 42, Issue 2 - Jun 2014
Volume 42, Issue 1 - Mar 2014
Selecting the target year
Cost Analysis on Warranty Policies Using Freund's Bivariate Exponential Distribution
Park, Minjae ; Kim, Jae-Young ;
Journal of the Korean Society for Quality Management, volume 42, issue 1, 2014, Pages 1~14
DOI : 10.7469/JKSQM.2014.42.1.001
Purpose: In this paper, the minimal repair-replacement warranty policy is used to carry out a warranty cost analysis with warranty servicing times and failure times that are statistically correlated to bivariate distributions. Methods: Based on the developed approach by Park and Pham (2012a), we investigate the property of the Freund's bivariate exponential distribution and obtain the number of warranty services using the field data to conduct the warranty cost analysis. Results: Maximum likelihood estimates are presented to estimate the parameters and the warranty model is investigated using a Freund's bivariate exponential distribution. A numerical example is discussed to deal with the applicability of the developed approach in the paper. Conclusion: A novel approach of analyzing the warranty cost is proposed for a product in which failure times and warranty servicing times are used simultaneously to investigate the eligibility of a warranty claim.
Factors Affecting Restaurant Consumers' Tipping Behavior
Cho, Sun Bai ;
Journal of the Korean Society for Quality Management, volume 42, issue 1, 2014, Pages 15~32
DOI : 10.7469/JKSQM.2014.42.1.015
This study examines the relationship between tip amount and its possible antecedents: bill size, the Big Five personality types, meal type, food quality, atmosphere, service quality, consumer gender, server gender, customer hospitality experience, race, and alcohol consumption. A survey of southeastern undergraduate students was conducted to collect information about the customer, server and customer tipping habits. While the analysis suggests that service is an important factor, it shows that other factors affect tip amount. Furthermore, these factors affect tip amounts in many different ways. Some examples of these factors include bill size, alcohol consumption, gender dynamics, meal type, food quality, and personality type. The conclusion suggests the intuition behind these factors by providing a dissection of their meaning and their importance to servers, customers, and managers alike. Purpose: This study tests restaurant customer tipping habits and some personality traits that have received limited previous attention as predictors of tipping. Methods: This study is that the tip amount was self-reported, business students at a university in a large southeastern city of USA were asked to complete a tipping journal. Results: This study was able to replicate the service-tipping relationship. Moreover, this study reiterated that server friendliness is a very powerful tool to increasing tips. Conclusion: This study strongly indicate that service has a positive relationship with tip amount, and also produce a positive relationship with emotional stability and a negative relationship to conscientiousness.
A Study on Quality of Portals Based on Probability Distributions of Response Time
Ryu, Gui-Yeol ;
Journal of the Korean Society for Quality Management, volume 42, issue 1, 2014, Pages 33~41
DOI : 10.7469/JKSQM.2014.42.1.033
Purpose: The purpose of this paper is estimate response quality of three major portal in Korea based on the response time. In addition to response time, the response time by 1Kbyte will be analysed. Methods: Data was collected from July 2010 to November 2013 using Firebug. For comparing averages, ANOVA will be used. For comparing distributions, Chisquare test and Kolmogov-Smirnov test will be used for parametric and non parametric test respectively. Results: For response quality based on response time, Daum gets the first place, Naver the second place, and Nate the third place. But the order of the response time per 1Kbyte is different. The order is Naver, Daum and Nate. Conclusion: The response quality may be estimated using various factors. Response time is the most important factor. Daum provides the shortest response time. We could say Daum provides the best response quality. But Naver provides the shortest response time per 1Kbyte. From these results, we know reducing packets is very important thing in response time.
FMEA Measures for Service Failure Management
Kim, Hyun Jung ; An, Qin Rui ; Kim, Soo Wook ;
Journal of the Korean Society for Quality Management, volume 42, issue 1, 2014, Pages 43~61
DOI : 10.7469/JKSQM.2014.42.1.043
Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effects of factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAIL VOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run with RPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfaction as the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detection had significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA was performed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification, parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes, air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEA was established for the list of customer dissatisfactions that should be addressed to actively manage service failure, and strategies for tackling this priority list are offered.
A Study on Improving Lecture Satisfaction using Taguchi Method
Ree, Sangbok ;
Journal of the Korean Society for Quality Management, volume 42, issue 1, 2014, Pages 63~70
DOI : 10.7469/JKSQM.2014.42.1.063
Purpose: This article introduces a case study of using Taguchi Method to improve lecture satisfaction. Developed by Taguchi Genichi, this method has its strength in finding the control factor that is robust against noise factor. Finding the condition for such control factor has an effect of reducing the dispersion of the Lecture satisfaction. Methods: There are various factors in university classrooms. The factors which influenced the Lecture Satisfaction are analyzed by control factors and noise factors, control factors which is controllable are lecture completeness and thoroughly test the degree of supervision and noise factors which is not controllable is degree of physical and psychological Lecturer tired, then the experiment is conducted as guided by Taguchi's experimental design, one semester are experimented by eight professor with 2 classes, after discussion of the results the optimal lecture condition is suggested. Results: To improve Lecture Satisfaction under noise factor of physical and psychological Lecturer tired, optimal condition are that lecture completeness have scenario note during lecture and thoroughly test the degree of supervision have two proctors during test. Conclusion: In this paper, we have succession case by applying Taguchi methods in Lecture Satisfaction. We can apply to improve service by applying the Taguchi methods. In the future we hope to have many succession cases.
Evaluation of Patients' Queue Environment on Medical Service Using Queueing Theory
Yeo, Hyun-Jin ; Bak, Won-Sook ; Yoo, Myung-Chul ; Park, Sang-Chan ; Lee, Sang-Chul ;
Journal of the Korean Society for Quality Management, volume 42, issue 1, 2014, Pages 71~79
DOI : 10.7469/JKSQM.2014.42.1.071
Purpose: The purpose of this study is to develop the methods for evaluating patients' queue environment using decision tree and queueing theory. Methods: This study uses CHAID decision tree and M/G/1 queueing theory to estimate pain point and patients waiting time for medical service. This study translates hospital physical data process to logical process to adapt queueing theory. Results: This study indicates that three nodes of the system has predictable problem with patients waiting time and can be improved by relocating patients to other nodes. Conclusion: This study finds out three seek points of the hospital through decision tree analysis and substitution nodes through the queueing theory. Revealing the hospital patients' queue environment, this study has several limitations such as lack of various case and factors.
Developing CPG for Implementation of CDSS in Digital Hospitals
Lee, Hyung-Lae ; Won, Chang-Won ; Lee, Sang-Chul ; Park, Sang-Chan ;
Journal of the Korean Society for Quality Management, volume 42, issue 1, 2014, Pages 81~89
DOI : 10.7469/JKSQM.2014.42.1.081
Purpose: The purpose of this study is to propose Clinical Practice Guideline(CPG) model and Clinical Index(CI) for implementing CDSS in digital hospitals. Methods: This study uses EMR data at department of family practice in A hospital; 636 patients, 570 diseases (based on ICD 10-CM criteria), and 37,000 data related with labs and treatments. This study focuses on disease J342 which is the most high rate of incidence. Results: Using the suggested model, this study calculates frequency matrix and probability matrix to find out the correlation of diseases and labs. This study indicates the lab sets of Disease (J342) as CI for CPG. Conclusion: This study suggests CPG model including Lab-based, Disease-Based and Case-based modules. Through 6 level cased-based CPG model, especially, this study develops Clinical Index(CI) such as the Incidence Rate, Lab Rate, Disease Lab Rate, Disease confirmed by Lab.
The Quality Crisis and Response at Hyundai and Toyota Motor
Hyun, Young-Suk ; Chung, Kyu Suk ;
Journal of the Korean Society for Quality Management, volume 42, issue 1, 2014, Pages 91~109
DOI : 10.7469/JKSQM.2014.42.1.091
Purpose: This study compares quality crisis and management at Hyundai Motor in the late 1990s and Toyota Motor in the late 2000s. We can expect to induce more meaningful policy implications in quality management from this in-depth comparative case study. Methods: This study compares two cases at Hyundai and Toyota Motor how to overcome quality crisis based on the OESP (Organization-Environments-Strategy- Performance) model. Results: Hyundai Motor shows centralized approach based on the asymmetric organizational culture and the entrepreneurial leadership but Toyota shows decentralized, systematic approach based on the steady state leadership and symmetric organizational culture. The CEO's leadership have proved to be one of the important factors at both companies. Conclusion: The effective quality management in global contexts has become more and more difficult for the 'complexity explosions' in automobile industry. As a consequence, the future competitive edge of world automobile industry will come from the effective quality management of products in global contexts.
A Study on the System Readiness Assessment Procedure Development through a case study in Defense R&D Programs
Woo, Soon ; Lee, Jong Ho ; Lim, Jae Sung ;
Journal of the Korean Society for Quality Management, volume 42, issue 1, 2014, Pages 111~127
DOI : 10.7469/JKSQM.2014.42.1.111
Purpose: Simple part or equipment is necessary TRA(Technology Readiness Assessment) or MRA(Manufacturing Readiness Assessment). But sole maturity like TRA, MRA has limit complex systems or SoS(System of System). Especially complex weapon system need from the System Maturity Point of view. This research shows necessity of SRA(System Readiness Assessment). Methods: In case of complex systems, it is essential to SRA(System Readiness Assessment). For the purpose of calculating SRL(System Readiness Level), TRL and IRL must be calculated. And then SRL can obtain know from equation of TRL and IRL. To prove SRA effectiveness, it is calculated SRL of JTDLS(Joint Tactical DataLink System) programs. Results: SRA procedure is proposed and case study shows as examples of JTDLS programs. Although result of TRA is TRL6, result of SRA is not 0.6. From this research, we can know necessity of SRA. Especially complex systems or SoS(System of System) is essential to SRA. Conclusion: SRA(System Readiness Assessment) is required to overcome limitation of sole maturity and to achieve a successful acquisition of high quality weapon system. This research intended to suggest SRA procedure and case study in complex defense system.