• Title, Summary, Keyword: quality

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A Study on the Relationship of Process Quality, Outcome Quality, and Management Performance - Combination of Service Quality and BSC Concept for Insurance Industry - (과정품질, 결과품질, 경영성과 연계 연구 - 보험산업의 서비스품질과 BSC 연계모형을 중심으로 -)

  • Kim, Hyung-Wook
    • Journal of the Korean Society for Quality Management
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    • v.37 no.4
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    • pp.43-51
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    • 2009
  • This study was designed to analyze the relationship of process quality, result quality and management performance in Korean insurance industry. For this study the linkage scheme of service quality concept is used on PZB model and BSC(Balances Score Card) system. In the linkage model, the 5 service qualitry factors used in PZB model are used as the result quality variables, and internal process factor, learning/growth factor in BSC are used the process quality variables affecting the result quality variables. And also customer satisfation factor and financial performance index are used as the management performance variables. In the ivsurance industry, the process quality variables were verified to meaningfully affect the result quality variables, and the result service quality variables were verified to affect the management performance indices. As the result, the process quality and the service quality must be emhanced for the competitiveness of Korean insurance industry.

A Study on the Impact of Service Quality on Service Loyalty in the Beauty Service: The Mediating Roles of Relationship Quality and Switching Cost (미용서비스 품질이 서비스 충성도에 미치는 영향에 관한 연구: 관계품질과 전환비용의 매개효과를 중심으로)

  • Lee, You-Mi;Rhee, Nan-Hee
    • Fashion & Textile Research Journal
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    • v.10 no.5
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    • pp.625-635
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    • 2008
  • The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.

Continuous Improvement Through Integration of Quality Tools

  • He, Zhen;Qi, Ershi;Liu, Zixian
    • International Journal of Quality Innovation
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    • v.3 no.2
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    • pp.38-45
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    • 2002
  • Continuous quality improvement is now the focus of research and application in quality engineering. To achieve continuous improvement, it's necessary to integrate quality tools and to plan, design and control the whole process of creating quality. Based on the extensive literature review and the philosophy of concurrent quality engineering, the paper analyzes the relationships among major quality tools such as QFD, FMEA, DOE and SPC and presents a basic model and structure for the integration of quality tools.

Computerization of Quality Information System Using Personal Computers (PC를 이용한 품질정보시스템의 전산화)

  • Park, Chul-Joo;Oh, Yon Woo
    • Journal of the Korean Society for Quality Management
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    • v.24 no.2
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    • pp.113-127
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    • 1996
  • A various quality data are produced during nuclear fuel fabrication. In order to control quality data efficiently, Computerization of Quality Information System(QIS) using personal computer was established. Database control software and analysis software were developed for QIS. QIS was applied the fuel manufacturing and quality inspection. Quality trend analysis, process control, process capability and quality history docket for nuclear fuel manufacturing were performed by QIS. Through the Quality Information System, quality assurance, quality control, process control and manufacturing engineering were performed efficiently in nuclear fuel manufacturing.

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Dynamic COQ Model for Different Quality Levels

  • Liu, Yumin
    • International Journal of Quality Innovation
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    • v.8 no.1
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    • pp.87-98
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    • 2007
  • A COQ model plays an important role in the total quality cost survey. Based on the methodology of continuous quality improvement, a dynamic COQ model for different quality level is developed in this paper. A quality level is defined by Six Sigma level that can be measured by two indicators. The relationships among the four major quality costs are analyzed. Finally, the curves of total quality costs for different quality level are presented.

Quality Strategy in the Age of the 4th Industrial Revolution by Technological Evolution (기술 발전에 따른 4차 산업혁명 시대의 품질 전략)

  • Chong, Hye Ran;Hong, Sung Hoon;Lee, Min Koo;Kwon, Hyuck Moo
    • Journal of the Korean Society for Quality Management
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    • v.46 no.3
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    • pp.483-496
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    • 2018
  • Purpose: This paper proposes a quality strategy based on the evolution of technology in the age of the 4th Industrial Revolution. Methods: We examine the theory of past quality activities and the changes in quality paradigm, and analyze key words for the technologies and key issues of the 4th Industrial Revolution. Based on existing quality management, we find a quality strategy that should be pursued during the 4th Industrial Revolution. Results: Quality has been recognized as an essential component of corporate competitiveness. The paradigm of quality has also changed with the pass of time and industry development. From this viewpoint, the following eight quality strategies are proposed for the development of the technology of the 4th Industrial Revolution period, such as Market-to-customer fusion quality, symbiotic quality, big data quality, technical accuracy and zero-defect quality, facility predictability quality, software quality, process flexibility quality, and information protection stability and security quality. Conclusion: Quality for customer satisfaction is still important nowadays. However, in the 4th Industrial Revolution era, where various business models and methods of manufacturing are expected, the big data utilization, software quality, and the reliability and security of information protection to support it are important.

The Effect of Information System Quality on Customer Value and Satisfaction in Hotel Comparison Sites

  • Kong, Choon-Moo;Jung, Ji-Hee
    • Journal of the Korea Society of Computer and Information
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    • v.23 no.12
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    • pp.233-240
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    • 2018
  • In this study, variables were constructed based on prior research to examine the impact of information system quality (information quality, system quality, service quality), customer value and satisfaction in hotel comparison site. The samples consist of 205 survey data drawn from hotel comparison site users. The collected data were analyzed by SPSS 24.0 and AMOS 21.0. According to results of the reliability and validity test, all were found reliable, and all items were included. The results are as follows: first, Among the information system quality (information quality, system quality, and service quality) of the hotel comparison site, the information quality and service quality have positive effects on customer value. Second, the information system quality(information quality, system quality, and service quality) of the hotel comparison site has a positive effect on customer satisfaction. Third, the customer value of the hotel comparison site has a positive effect on customer satisfaction.

A study on Service the Quality of Defence Quality Assurance Activites using Kano Model by Company Size (Kano 모델 기반의 기업규모별 국방품질보증 서비스품질에 관한 연구)

  • Kim, Sunghoon;Seo, Hyun-Soo
    • Journal of the Korean Society for Quality Management
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    • v.46 no.3
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    • pp.397-410
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    • 2018
  • Purpose: A main aims to classify quality attributes for quality assurance activities of military supplies by company size, and to derive the necessity for business improvement by company size to improve customer satisfaction through customer satisfaction coeffiecient and PCSI Index. Methods: Through a survey of defense and general businesses located in Busan and South Gyeongsang Province, the quality of service elements are classified and the client satisfaction factor and PCSI is calculated for the quality assurance activities. Results: Determine the current level of customer satisfaction with the quality of the Defence quality assurance service and present operational factors that need improvement by size of the company. Conclusion: The attractive quality of service factors for quality assurance work were in common and different and the need for improvement was identified based on differences in PCSI Index by Company size.

A Studyon Relationship among the Key Dimensions of Quality Management (품질경영 핵심영역간의 상관관계연구)

  • 최현경;박재홍
    • Journal of the Korean Society for Quality Management
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    • v.26 no.1
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    • pp.11-26
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    • 1998
  • A key aspect of theoretical and practical development of quality management is articulation of the distinction between quality management practices(input) and quality performance (output), which to date has been blurred under the broad heading of 'quality'. Recent literature primarily addressed measurement of quality performance but very little empirical research focuses specifically on quality management practices. In order to understand quality cause and effect, it is necessary to specify and measure quality management practices (cause) as well as quality performance (effect). This paper identifies and substantiates the key areas of quality management that must be implemented to achieve effective quality management, then analyzes relationships among those areas. In doing so, it establishes the basis for subsequent research by producing a profile of organization-wide quality manage-ment and provides the direction and priority of quality management practices for practitioners.

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