Fast fashion 기업들의 전략적 서비스 비전 비교 분석에 관한 연구

김연성 ( Youn Sung Kim ),이동원 ( Dong Won Lee ),김서영 ( Seo Young Kim ) 한국경영공학회 2012 한국경영공학회지 Vol.17 No.1

These days, the change of the enterprises` recognition about the service quality, is becoming the issue. From improving the service quality after simply educating the sales representatives, the enterprises are emphasizing on how to build, plan, and practice the service quality strategy. For this reason, broadly seeing the enterprises`s service stream is needed, and So, this study wants to get an answer by investigating enterprises` ``Strategic Service Vision``. For the concrete analysis, I studied the cases of the Fast fashion enterprises, - global SPA(Specialty store retailer of Private label Apparel) enterprises, which are spotlighted by young generations as well as the foreign and domestic fashion enterprises. In the clothing Industry, Fast fashion means to reflect speedly, make, and circulate the latest trends. So, it can be the suitable subject of the study of ``Strategic Service Vision``, which subdivides the target market segments, and organizes the service concept, the operating strategy, the service delivery system. Therefore, this study has the meaning in showing the direction of the Strategic Service Vision for domestic Fast fashion enterprises to go to, as well as in watching visions by comparatively analysing (Spanish ``Zara``, Japanese ``Uniqlo``, American ``Gap``), which came in Korea among Fast fashion enterprises and are steadily progressing.

An Empirical Study of Perceived Quality on Mongolian Cashmere Clothing

김연성(Youn Sung Kim),볼가(Purevdagva Bulga),이동원(Dongwon Lee),김서영(Seo Young Kim) 한국산업경영학회 2012 經營硏究 Vol.27 No.1

캐시미어는 구리와 금에 이어 몽골의 주요 전략 수출 품목 중의 하나이다. 2009년 몽골의 캐시미어 수출은 전체의 85%가 원사의 형태로, 나머지 15%만이 완성품의 형태로 이루어졌으며, 캐시미어 생산업체의 가동률은 53.3%에 불과하였다. 따라서 몽골의 캐시미어 산업은 충분한 원재료와 비교적 가용한 생산능력을 구비하고 있지만 이를 충분히 활용하지 못하고 있는 실정이다. 그러므로 몽골의 캐시미어 생산업체는 부가가치가 높은 캐시미어 의류의 생산을 증가시켜 몽골 내캐시미어 산업의 생산능력을 충분히 활용할 뿐만 아니라, 완제품의 국제 시장 점유율을 확대하기 위해서 질 좋은 캐시미어 제품, 즉 고객의 인식에 부합하는 제품의 생산에 관심을 기울일 필요성을 느끼고 있다. 따라서 본 연구는 몽골과 한국 고객들의 캐시미어와 낙타 울 제품에 대한 고객의 의류에 대한 지각된 품질을 조사함으로써 캐시미어 의류를 구매할 때 가장 중요한 평가 속성들을 규명하고자 하였다. 이를 위하여 본 연구는 몽골과 한국의 대학생을 대상으로 설문 조사는 실시하여 캐시미어 의류 재품에 대한 지각된 품질의 평가를 비교함으로써 두 나라 사이의 의류품질에 대한 선호도의 차이와 구매 시에 고려는 중요한 품질 속성의 차이를 분석하였다. In this reearch we investigated the perceived quality of Mongolian cashmere gloves in terms of customer perspective by using of questionnaire survey and determined the perceived quality differences evaluated by Mongolian and Korean customers. Moreover, the perceived quality of cashmere gloves was compared with camel’s hair, which has relatively similar properties like cashmere and also one of main outputs of Mongolian cashmere and wool industries. Finally, we clarified the most important attributes when buying cashmere clothing. Samples were collected from two different places, the first was given among 116 students, teachers of MUST (Mongolian University of Science and Technology), Ulaanbaatar, Mongolia and other was among 128 graduate and undergraduate students of Inha University, Incheon, Korea.

물류기업의 고객 분류를 활용한 고객수익성 평가 및 개선 방안에 관한 연구

김연성(Kim, Youn Sung),전재완(Jeon, Jae Woan) 인하대학교 정석물류통상연구원 2008 인하대학교 정석물류통상연구원 연구총서 Vol.- No.-

Every company tries to know who the best and idealistic customers are and how to identify them by use of the special methods. To solve this problem the diamond model of customer stratification, which is the conceptual model, is introduced in this research. We modified the customer stratification model developed by Narayanan etal.(2007). By use of this model we can find out them ost profitable customers and then we can plan to improve the profitability of the rest customer groups. In this paper the diamond model to stratify the customers is introduced. It is a heuristic approach to stratify the customers. Diamond model provides the strategic implications for each customer group to improve the company"s oveall performance, especially for unprofitable service-drain, marginal, mass-spot, and relation-oriented customers. This paper is organized as follows. Section 2 describes the customer stratification model. In section 3, the benefits of customer stratification are explained. In section4 provides the strategic use of customer stratification model.

품질사례 : 세계 시장을 주도하는 소형 가전의 품질평가 사례 연구 -식품건조기를 중심으로-

김연성 ( Youn Sung Kim ),김종만 ( Chong Man Kim ),서진영 ( Jin Young Sirh ),임성욱 ( Sung Uk Lim ),최정일 ( Jeong Il Choi ),김서영 ( Seo Young Kim ) 한국품질경영학회 2014 품질경영학회지 Vol.42 No.2

Purpose: The aim of this study is to gain a competitive advantage in the global marketplace by examiningthe current situation of three domestic Food Dehydrator companies` products. Food Dehydrators are sortof small domestic appliances(SDA), first introduced by Korean companies. Furthermore, this study suggeststhe improvement plans in the rapidly changing world situation. Methods: Evaluate through comparing three domestic Food Dehydrator companies` products based on thePQI(Premium Quality Index) model, developed by product quality evaluation experts group. Results: At first, we classified evaluation factors into three parts - usability quality, emotional quality - andeach of the factors includes sub factors. Under this condition, the results of this study are as follows; thebrand quality is remaining at a high satisfaction level compare to other two factors but emotional qualityis assessed to be low. This study has shown at customers consider brand and usability quality factors asthe most important factor due to the nature of the product. Conclusion: As the possibility of increasing customer needs such as product design and sensitive quality besides usability quality has risen in a competitive global market, the manufacturing companies in Korea are recommended to put forth the necessary effort to improve their product quality, especially in terms of emotional quality.

기업택배 기업의 서비스 프로세스 개선 방안 - Y사의 서비스청사진 분석을 중심으로

김연성 ( Youn Sung Kim ),장진명 ( Jin Myung Jang ),강준구 ( Jungoo Kang ),배경미 ( Kyung Mi Bae ) 한국품질경영학회 2017 품질경영학회지 Vol.45 No.1

Purpose: This research aims to analyze the service process of corporate courier services in order to offer service providers possible directions for adaptation of new technologies and assurance of better quality services. Methods: Through the analysis on the parcel service process of company Y by applying service blueprinting method, the overall process and failure service points of corporate courier services can be recognized and investigated. Next, the several newer technologies, augmented reality glasses, exoskeleton, and drone are applied to the service process of company Y as they are suggested by the literature review and referenced to DHL`s report on the Fourth Industrial Revolution. Then, service options to overcome the service failure points to improve the service process can be produced. Results: The parcel service process of the company Y is utilized as a hub-and-spoke structure by having distribution and delivery centers which separates customers into two types, ones using the total services and the others only using the delivery service. In addition, the main cause of the service failures is determined that it is due to the limited working hours of delivery centers compared to the workload. Conclusion: This research contributes in better understanding of corporate courier services and providing information for benchmarking. An empirical research on the costs and the efficiencies of applying the new technologies is suggested for the further improvement in the processes of corporate courier services.

6VOC로 분석한 롯데홈쇼핑의 고객중심 스토리

김연성(Kim, Youn Sung) 한국서비스경영학회 2011 서비스경영학회지 Vol.12 No.4

Lotte Home Shopping is one of the best service companies in Korean retailing industry. This case presents points of benchmarking issues in the practice of customer satisfaction management by Lotte Home Shopping. In this case 6C chain was introduced to explain Lotte Home Shopping business model. 6C means CEO(C-level executive), cast(employee), customer, co-creator(supplier), company shareholder (investor) and community(society). Besides typical VOC(Voice of customer), 6 more VOCs also are suggested in this study. This case illustrates how a company can develop its customer satisfaction activities and develops a conceptual framework that can link 6C which is all the major participant of the company business.

4차산업혁명과 품질의 미래

김연성(Youn Sung Kim) 한국경영학회 2017 한국경영학회 통합학술발표논문집 Vol.2017 No.08

본 연구에서는4차 산업혁명으로 새롭게 등장할 새로운 제품과 서비스, 솔루션 등에서 품질은 어떤 의미를 가질 것인지 분석하여 제시하고자 한다. 4차 산업혁명으로 공장도 사무실도 모두 변화가 있을 것이며, 가빈 박사가 제시한 8가지 품질 차원이나 PZB에 의해 제안된 SERVQUAL의 5가지 서비스품질 차원은 이제 새로운 전기를 맞아 새롭게 변화될 것으로 기대된다. 4차 산업혁명시대를 맞이하여, 기업은 무엇으로 경쟁하고 어떻게 성과를 낼 것인가를 품질의 미래에 초점을 맞춰 사례 중심으로 분석하고자 한다.

포스터 세션 : PA9 기업품질/품질경영/경영품질/통계적품질경영/품질기법/6시그마 ; PA9.11 : 고객의 소리를 활용한 비즈니스 모델에 관한 연구

김연성 ( Youn Sung Kim ),김서영 ( Seo Young Kim ),이경선 ( Kyung Sun Lee ) 한국품질경영학회 2014 한국품질경영학회 학술대회 Vol.2014 No.1

CC²로 분석한 인천항만공사의 고객공헌 변화 스토리

김연성(Kim, Youn Sung),유홍성(Yoo, Hong Sung) 한국서비스경영학회 2012 서비스경영학회지 Vol.13 No.4

Incheon Port Authority(IPA) is a representative public enterprise for the social as well as economic benefit of Korean community. This case presents contribution model of a public company in terms of corporate social responsibility and corporate customer satisfaction. To do analysis we suggest the new model, which is “Chain of Contribution(CC2)”. In this case the chain is consisted of “CEO-Cast-Customer-Community”. We can follow the chain and then can figure out the efforts and results of each step of chain by the IPA.

학술 7 특별구두세션 : PB. 포스터세션2 ; 조직경영의 품질경영시스템 적용연구-프로세스를 기반으로 한 품질경영시스템 모델

김연성 ( Youn Sung Kim ),안옥현 ( Oung Hyun An ),윤용 ( Yong Yoon ) 한국품질경영학회 2014 한국품질경영학회 학술대회 Vol.2014 No.2

1. 목적 · ISO 9001 품질경영시스템 에서 제시하고 있는 프로세스 접근방식을 일반화하고 모델의 단점을 보완하여 품질경영시스템이 조직의 경영시스템으로 활용 될 수 있도록 하는 방안 제시 2. 연구설계/ 방법론/ 접근방법 · 기존 품질경영시스템 및 BSC 관련 연구를 탐색하여 기존 모델의 한계점 고찰 · 프로세스 접근방식의 품질경영시스템 모델을 일반화하고 보완한 새로운 모델 제시 · 새로운 모델을 적용하여 조직의 경영시스템을 구축 운영하는 사례 검토 3. 연구결과 · 프로세스 접근과 균형성과평가(ESC)가 결합된 새로운 품질경영시스템 모델 제시 · 새로운 품질경영시스템 모델을 활용한 조직의 지속적 개선방안 제시 4. 실무적 시사점 · 기존 모델에 대한 이해 부족 및 기존 모델이 가지고 있는 한계성 극복으로 국내 품질경영시스템 도입 기업들이 품질경영시스템을 바탕으로 지속적 개선을 해나갈 수 있도록 하는 논리적인 지침을 제공 5. 독창성/ 가치 · 경영내용의 풋볼차트를 통해 프로세스 접근방식의 품질경영시스템 모델을 일반화하고 확장 · 성공적 프로세스 운영을 위한 성과평가체계를 논리적으로 이끌어 내어 균형성과평가(BSC) 관점을 일반화 · 일반화된 프로세스 상호관계와 일반화된 균형성과관리를 결합하여 새로운 품질경영시스템 프레임워크(framework) 제시 · 품질경영시스템 도입조직들이 새로운 모델을 활용하여 지속적 개선에 용이하게 접근