멀티스킬 상담 인력이 콜센터 서비스 품질에 미치는 영향에 관한 연구

진도원,박찬규 한국IT서비스학회 2019 한국IT서비스학회지 Vol.18 No.3

Call centers do not simply play a role of responding to customers’ calls, but they have developed into a core unit for maintaining competitiveness through services, marketing, or sales. Since the service quality of call centers heavily affects customer satisfaction, organizations have focused on enhancing it by reducing waiting time and increasing service level. One of the techniques, which improve the service quality of call centers, is to employ multi-skilled agents that can handle more than one type of calls. This study deals with three issues relevant to multi-skilled agents. First, we analyze how the way of allocating a specific group of agents to a set of skills affects the performance of call centers. Secondly, we investigate the relationship between the number of multi-skilled agents and the performance of call centers. Finally, we examine the impact of agent selection rules on the performance of call centers. Two selection rules are compared : the first rule is to assign a call to any available agent at random while the other rule is to assign a call preferably to single-skilled agents over multi-skilled agents when applicable. Based on simulation experiments, we suggest three implications. First, as the length of cycles in the agent-skill configuration network becomes longer, call centers achieve higher service level and shorter waiting time. Secondly, simulation results show that as the portion of multi-skilled agents increases, the performance of call centers improves. However, most of the improvement is attained when the portion of multi-skilled agents is relatively low. Finally, the agent selection rules do not significantly affect the call centers’ performance, but the rule of preferring single-skilled agents tends to distribute the workload among agents more equally.

적외분광법과 크로마토 측정기법을 이용한 초임계 이산화탄소 중에 희석시킨 유기용매의 흡착특성

진도원,김영일,박동원 ( Do Won Jin,Young Il Kim,Dong Won Park ) 한국공업화학회 1998 공업화학 Vol.9 No.1

초임계 CO₂중에 미량 희석된 아세톤의 실리카겔(SG800, 세공경 80nm, 입자경 10μm)표면에서의 물리적인 흡착현상을 FTIR 측정기법에 의해 측정하여, 그 결과를 크로마토그래피 측정기법을 이용해 얻어진 흡착현상과 비교하였다. 크로마토 측정기법에 의해 얻어진 흡착등온선(온도 313K, 압력 1MPa∼15MPa)은 CO₂의 임계압력(7.28MPa) 보다 낮은 압력에서 최대값을 가지며, 압력이 증가함에 따라 감소하는 경향을 보여준다. 이 결과는 아세톤과의 수소결합 형성에 의해 적색변위(red-shift, 흡착피크가 낮은 파수 영역으로 이동하는 현상)한 실리카겔 표면 OH기의 IA(Integral Absorbance, 적분강도)의 압력의존성과 정성적으로 일치한다. 그러나 초임계유체 영역에서의 크로마토 측정기법에 의한 흡착등온선의 압력증가에 따른 감소비가 FTIR 측정기법에 의한 IA 곡선의 압력증가에 따른 감소비에 비해 조금 크게 감소하는 경향을 보여준다. 이 결과는 비교적 약한 상호작용을 가지는 van der Waals 결합력과 상대적으로 강한 흡착력을 가지는 수소결합력이 실리카겔 표면에서의 아세톤의 흡착에 동시에 영향을 미치고 있다는 것을 나타낸다. 초임계 CO₂와 N₂ 가스중에 미량 희석된 트리에틸아민의 FTIR 실험결과로부터 실리카겔 표면에 흡착된 아민류 유기용매의 독특한 분광학적 흡착특성, 흡착띠(band)가 1300cm^-1 부근까지 적색변위하는 특성을 발견할 수 있었다. Physical adsorption on a silica gel(pore size of 80 nm, particle size of l0μm)has been studied for binary mixture of acetone diluted in CO₂ by use of a FTIR transmission technique and we have compared the result of FTIR transmission technique with that of a chromatographic technique. Measurements were made at 313.2 K and under pressures up to 15MPa. As the pressure increases from 0.1MPa, the IA(Integral Absorbance) of the hydrogen-bonded OH groups interacting with acetone and adsorbed amount by use of a chromatographic technique increases at first, and reaches a maximum at a pressure below the critical pressure of CO₂, and then the intensities decrease gradually with increasing pressure. It is found that the pressure dependency of the chromatographic isotherm is a little larger than that of spectroscopic isotherm in the supercritical fluid region. This difference might be attributable to the weaker van der Waals force and relatively stronger hydrogen-bonding force influencing the adsorption of acetone on the silica gel. The unique spectroscopic characteristics of amine group which vibrational frequencies of hydroxyl groups on the silica gel surface shift downward to about 1300 cm^-1 were measured from experimental result of triethylamine diluted in CO₂ or N₂.

산업폐수로부터 중금속의 분리에 관한 연구

김영일,진도원,박동원 동아대학교 공과대학부설 생산기술연구소 1996 生産技術硏究所硏究論文集 Vol.1 No.-

Separations by hollow fiber modules are fast compared with conventional extraction equipment because of the large surface area per volume. In these modules, the reactants can be contacted at high speed and two flows are completely independent, so there are no problems with loading and channeling. Generally the mass transfer coefficients in hollow fibers will be maximized when the resistance of the membrane is minimized. This membrane resistance will be minimized if the hollow fiber is wet by the solvent that flow the outside of the fiber. In this paper, for the extraction of Pb(Ⅱ) from wastewater, the extractants were TOA and DP-8R. To determine the rate controlling step in hollow fibers, we examined the effect of inside and outside flow rates of the fibers. From these experiments, we identified for the extraction of system with high partition coefficient in hydrophobic hollow fibers, mass transfer in the inside aqueous feed dominated the overall mass transfer.

Hollow Fiber에 의한 Pb(Ⅱ)의 分離에 관한 硏究

김영일,진도원,박동원 동아대학교 환경문제연구소 1994 硏究報告 Vol.17 No.2

The metal extractions with microporous Hollow fiber modules cut down on the cost of energy and gain the enlargement of separation efficiency because of their large surface area per unit volume. This study examines the Pb(Ⅱ) separation in waste water the optimum separation condition from the value of overall mass transfer coefficient with Hollow fiber membrane module as extractant. The experimental results are as follows. 1. The maximum separation rate in pH was pH 1 and if pH has increasing, overall mass transfer coefficient is decreased. 2. The influence of aqueous phase concentration variation in the range of 10-40ppm is more weak than any other condition here. 3. The optimum condition with separation in TOA concentration, was 0.06gmol/l and there was no change in separation rate when TOA concentration was beyond that. 4. As the flow rate of feed solution in the range of 10-40㎤/hr through the Hollow fiber module increased, overall mass transfer coefficient was increased. 5. The value of optimum mass transfer coefficient were shown in table 2.

소수성 실관막을 이용한 중금속 추출에 관한 연구

金英一,陳道源,朴東源 동아대학교 공과대학 부설 한국자원개발연구소 1995 硏究報告 Vol.19 No.2

Extractions by microporous hollow fibers are unusually fast because of the large surface area volume. Generally the mass transfer coefficients in hollow fibers will be maximized when the resistance of the membrane is minimized. This membrane resistance will be minimized if the hollow fiber is wet by the solvent that follow the outside of the fiber. In this paper, for the extraction of Fe(Ⅲ), the solvent is TOA or DP-3R. Thus for systems with high distribution coefficients, hydrophobic hollow fibers should be used.

중공사막을 이용한 중금속의 추출에 관한 연구

金英一,陳道源,朴東源 동아대학교 환경문제연구소 1996 硏究報告 Vol.19 No.1

In this paper, it was investigated the selectivities for the extraction of Fe(Ⅱ) from delute aqueous solution into TOA and EHPNA as organic extractants by using the hydrophobic hollow fiber module. Extractions by use o the hollow fiber membrane modules are fast compared with conventional extraction equipment because of the large surface area per volume. We were investigated the extractability of the extractants for various systems and to determine the rate controlling step for mass tramsfer in the module, we also examined the effect of inside and outside flow rates of the module. From these experiments, we identified for the extraction of system with high partition coefficient in hydrophobic hollow fibers, mass transfer in the inside aqueous feed dominated the overall mass transfer.

실관막 모듈을 이용한 추출공정의 물질전달에 관한 연구

김영일,진도원,김종현,최대웅,박동원 ( Young Il Kim,Do Won Jin,Jong Hyun Kim,Dai Ung Choi,Dong Won Park ) 한국공업화학회 1996 공업화학 Vol.7 No.5

실관막 모듈을 이용한 액-액추출은 반응기 단위부피당 표면적이 크므로 신속히 진행된다. 이러한 실관막내에서 추출제와 원료액은 빠른 속도로 접촉하며 두 흐름이 완전히 독립적이므로 부하나 편류현상이 일어나지 않는다. 본 연구에서는 실관막을 이용하여 수용액으로부터 중금속들을 추출하기 위한 추출제들의 선택성을 고찰하였다. 또한, 실관막 내에서 용질의 물질전달에 미치는 분배비의 영향을 확인하기 위하여, 분배비와 총괄물질전달계수를 비교하였다. 이로부터, 분배비가 높은 계는 낮은 계에 비해 실관막 모듈 내에서 물질전달에 미치는 분배비의 영향이 미약함을 알 수 있었다. Liquid-liquid extractions by use of hollow fiber membrane module are fast because of the large surface area per volume. In these membranes, the extractant and feed can be contacted at high speed and two flows are completely independent, so there are no problems with loading and channeling. In this paper, it was investigated the selectivities of extractants for extraction of heavy metals from aqueous solution into organic extractants by using the hollow fiber membrane. To identify the effect of distribution ratio on mass transfer in the membrane, we also compared the distribution ratio with mass transfer coefficient. From these experiments for the system with high distribution ratio, effect of the distribution ratio on mass transfer was weak compare with the low distribution ratio system in the hollow fiber membrane.

실관막을 이용한 중금속 추출에서 물질전달에 미치는 분배비의 영향

李龍珍,金英一,陳道源,黃德基,朴東源 동아대학교 공과대학부설 생산기술연구소 1997 生産技術硏究所硏究論文集 Vol.2 No.1

The liquid-liquid extractions by use of microporous hollow fiber membrane modules are fast compared with conventional extraction equipment. Because they have a large surface area per volume. Solute diffuses out of the feed solution, through the fibers' porous wall, and into the extractant. The extractant and feed can be contacted at high speed, there are no problems with flooding, loading and channeling. Moreover, these modules should be characterized by low investment and operating costs because of the reduced hardware and the favorable hydrodynamics which minimizes concentration polarization and membrane fouling. In this paper, it was investigated the extraction selectivities for liquid-liquid extraction of heavy metal(Cd(Ⅱ)Co(II)) from dilute aqueous solution into the eatractants(EHPNA and TBP) by using the hydrophobic hollow fiber module. We also examined the effect of distribution ratio on the overall mass transfer coefficients.

소수성 실관막 모듈을 이용한 중금속추출에 관한 연구

김종현,김영일,박동원,최대웅,진도원 한국화학공학회 1996 Korean Chemical Engineering Research(HWAHAK KONGHA Vol.34 No.6

특정 용질에 대해 화학적 친화력을 가진 추출제를 사용하여 실관막 모듈을 통해 액-액추출 조작을 행할 경우, 실관막의 단위부피당 표면적이 매우 크기 때문에 물질전달이 대단히 신속하다. 본 연구에서는 Cd(II)와 Co(II)를 산성 수용액으로부터 추출하기 위해 소수성 실관막을 사용하였으며, 추출제로서는 D2EHPA(di-2-ethylhexylphosphoric acid), TOPO(trioctylphosphine oxide) 및 TOA(tri-n-octylamine)를 사용하였다. 그 결과, Cd(II)는 TOPO에 양호하게 추출되었으며, D2EHPA는 Co(II)에 대해 우수한 추출제로 작용하였다. 소수성 실관막에서의 율속단계를 결정하기 위해 실관막 내·외부의 유속에 대한 영향을 실험하였다. 분배비가 큰 계에서는 실관 내부수용액에서의 물질전달이 전체 물질전달을 지배하였으며, 본 연구에서 K_w와 실관 내부유속과의 상관관계는 (K_wd/D)=1.89(d²v₁/LD)^⅓를 얻었다. 반면, 분배비가 작은 계의 경우는 실관막 내부저항이 막세공에 비해 작았다. When liquid-liquid extractant processes through the hollow fibers membrane module by using extractants having the chemical affinity for a specific solute, mass transfer is unusually fast because of the large surface area per volume of the hollow fiber membrane. The extractions of Cd(II) and Co(II) from acidic aqueous solution were carried out by using the hydrophobic hollow fiber membrane. The extractants used in this work were D2EHPA(di-2-ethylhexylphosphoric acid), TOPO(trioctylphosphine oxide) and TOA(tri-n-octylamine) for the metal ions extraction. Cd(II) was extracted very well by TOPO, D2EHPA was good extractant for Co(II) extraction. To determine the rate controlling step in the hydrophobic hollow fibers, we also examined the effect of inside and outside flow rates of the hollow fibers membrane. For the system with high distribution ratio, mass transfer in the inside aqueous feed dominated the overall mass transfer, and in this paper, correlation between K_w and inside velocity was obtained as (K_wd/D)=1.89(d²v₁/LD)^⅓. On the other hand, for the system with low distribution ratio, the resistance in the inside of hollow fibers was much less than membrane resistance.