非粘性 靜止 流體 內에서 固定 平面壁에 平行하게 運動하는 球의 假想 質量變化에 관한 硏究

손관호 성균관대학교 1983 국내석사

마케팅 情報시스템의 成果에 對한 環境特性要因의 調節效果

손관호 경북대학교 1997 국내박사

종합사회복지관의 고객관계관리(CRM)에 관한 연구

손관호 대구대학교 2011 국내석사

본 연구는 점증하는 경쟁환경에 대한 종합사회복지관의 능동적인 대응방안으로 고객관계관리(customer relationship management: CRM)를 인식하고, 이의 활용과정에서 영향을 미칠 수 있는 주요 요인과 CRM의 활용을 통해 기대할 수 있는 성과와의 관계를 규명하고자 하였다. 이 과정에서 고객지향성, 고객편의성, 프로그램 특성 및 상호작용 시스템 등의 CRM 요인과 고객특성 요인이 CRM 활용 시 기대할 수 있는 성과인 고객만족도에 미치는 영향을 분석하였다. 분석과정에서 필요한 데이터는 종합사회복지관의 서비스를 이용하는 고객을 대상으로 실시한 설문조사를 통해 수집하였으며, SPSS를 활용하여 통계분석을 하였다. 분석결과 고객지향성, 고객편의성, 프로그램특성 및 상호작용시스템 등 연구모형에 포함한 모든 CRM 요인과 일부 고객특성 요인이 고객만족도에 유의한 영향을 미치는 것으로 파악되었다. 본 연구는 보다 현실적이고 구체적인 마케팅 대안으로 CRM을 제안함으로써 그간 초보적인 단계에 머물러 있던 사회복지분야에서의 마케팅 활용의 수준을 좀 더 구체적이고 필수적인 대안으로 인식하도록 하는데 기여할 수 있을 것이다. 점차 심화되고 있는 사회복지분야의 경쟁환경에 대한 대응방안으로, 그리고 비교적 다양한 특성의 고객을 대상으로 하는 종합사회복지관의 경쟁전략 수단으로 CRM을 제안한 본 연구의 의도는 시의적절하다고 판단된다. 연구의 관리적 시사점은 다음과 같다. 고객지향성은 종합사회복지관이 지역주민, 즉 고객을 위한 다양한 서비스를 개발하는 과정에서 고객의 요구와 특성을 잘 파악하고 반영하고자 노력하였는지, 그리고 서비스 제공 후 그 결과에 대한 확인 및 필요 시 추가적인 노력이 기획되고 제공되었는지에 대한 검토의 계기를 제공해 줄 수 있다. 고객편의성은 다양한 개인적 욕구의 충족을 위해 종합사회복지관을 활용하는 고객으로 하여금 욕구충족 과정에서 필요한 물리적인 인프라가 잘 조성되었는가에 관련한 개념이다. 후원받은 물품을 제공하는 과정에서, 시설, 비품 및 운동기구 등을 마련하는 과정에서 이용자인 고객의 심리적·신체적 특성을 충분히 고려하였는지를 판단할 수 있는 계기를 제공해 준다. 프로그램의 적합성은 종합사회복지관이 제공하는 서비스가 고객의 욕구를 적합하게 반영하고 있는가를 의미한다. 종합사회복지관을 찾는 사람들의 욕구는 근본적으로 다양하기 때문에 복지관이 제공하는 서비스도 고객의 욕구를 충족시킬 수 있을 만큼 다양하게 제공되고 있는지를 판단하는 계기를 제공해 줄 수 있다. 상호작용시스템은 종합사회복지관이 제공하는 특정 서비스를 이용하는 고객을 돕는 시스템이다. 그리고 복지기관은 고객이 원하는 서비스의 존재여부 확인, 이용방법의 학습, 이용결과의 상호 피드백 등이 가능하게 하는 인프라를 조성하여야 한다. 위와 같은 CRM 요인별 변화하는 특성을 잘 반영하고 통합할 수 있을 뿐만 아니라 조직의 경쟁우위를 위한 전략적 대안으로 제안한 CRM은 고객지향적 접근과 고객이 필요로 하는 자원의 제공을 통해, 그리고 고객의 욕구에 효과적으로 기능할 수 있는 프로그램의 제공을 통해 고객과의 우호적 관계의 조성과 관리를 통해 고객의 만족도를 향상시키며, 나아가 만족한 고객으로 하여금 우호적인 구전을 유도하여 복지관의 목표를 보다 효율적으로 달성할 수 있게 해준다. This study recognised the CRM as a flexible response method of the Community Welfare Agency to the growing competitive environment, and attempted to analyze the relationship main CRM factors and a outcomes which expected by use CRM. In these process, researcher analyze the impacts of customer orientation, customer convenience, program character, integration system, and customer character factors to the customer's satisfaction. The data used in analyzing process attained from the clients who use the services which provided by Community Welfare Agency with questionnaire, and analyzed with SPSS. The results shows that customer orientation, customer convenience, program character, integration system, and a part of customer character factors influence to the customer satisfaction. The theoretical implication of this study is theoretical contribution to the recognition that marketing is a concrete and essential alternatives in the field of social welfare. The intention of this study is to recommend CRM for a reaction to competitive environment in the field of social welfare and a tool of competitive strategy for Community Welfare Agency which targeted to various clients is well timed. Operational implications of this study are as follows. First, customer orientation give us a chance to review that Community Welfare Agency made an effort to review and reflection of customer's needs and characters in the process of various program development, and to confirm the results of service and additive attempts are aimed. Second, customer convenience is a concept related with that physical infra, which needed in the process of need satisfaction of Community Welfare Agency user's needs, are well-designed. And customer convenience give us a chance to judge considered the psychological and physical features of the user that in the distribution process of sponsored goods, and in the process of preparing facilities, equipments, and healthy tools. Third, program character consist of program fitness and program diversity. Program fitness means that service which is provided to users by Community Welfare Agency, reflect the user's needs. Because of user's needs are various essentially, services which provided by Community Welfare Agency, must various to meet the varied needs of customers. Fourth, integration system is a system to help user of the specific service which provided by Community Welfare Agency. And institution must make an infra that enable finding a service he wanted, learning the method of service using, and feedback of a use results. CRM enable a Community Welfare Agency to gain goal more efficiently through customer-oriented access, providing sources that customer needed, providing programs that enable functioned to customer's need efficiently, and making a friendly relationship with customer which proposed as not only for reflecting and integration of changing features of each CRM factors but strategic alternative for competitive advantage of organization.

치매노인 그룹 홈의 활성화 방안 연구

손관호 조선대학교 정책대학원 2007 국내석사

ABSTRACT A study on the Method research of activation of a dementia old person group home by : Sohn, Kwan Ho Advisor; Prof. Kim, Yong Sub Department of social welfare: Graduate school of policy,Chosun University The population of the old is rapidly increasing because of the higher living standard and medical development. A lot of problems are expected by aging populationsuch as the guarantee of income, medical service and health deterioration of the old. One of the major disease which is dependent to the family and society and also which is a chronic recessive disease is dementia and it is reported that the incidence of dementia is increasing annually. Dementia is extremely restrictive in the ways of current biological curing and so, it needs precise protection and management, but because of the the unreliable welfare service in our country, the dotards were mostly taken care by there family according to the traditional filial piety. The nuclear family and the increase of women's participation in the society are also making the supports weak for the old who will make it more burdens for each individual's future life and for the whole society. The aging population increase is a world wide trend. Even our country has exceeded 7% of total population who has aged over 65, which increased the number of dependant old people who desires dependence. The highest among the dependant old people is the senile dementias. When the dementia gets worse, the patient cannot even live daily life alone because dementia is a mental impediment which starts from a cognitive function error to a gradual devastation. Dementia brings physical, mental difficulties and economic difficulties not only to the patient but also to the patient's family because dementia is a long time period and it needs continuous care and cure which makes the aging society a big problem. Especially senile dementia supporting problem is not just a problem for the old and the supporting family, it is a problem for the society and the country which is a problem that has embossed we need to solve. The government has announced the senile amentia counter-plan in 1966 and is spurring the preparation for counter-plan, but the senile amentia welfare services are mostly applied to the livelihood protected people and there are not much facilities which the normal senile amentias can use. During the past, the biggest part of the services our country has given to the senile amentias is the facilities. Joining the facility, the patients share their life with the people who have the same symptoms and faces familiar people and physical environment who are taken care and also being supported with everything they need so they cannot communicate with the neighbors around them. At this point, based on the normalization and integration idea came up to the senile amentia group home which is one of the services from the senile amentia local community service. First, senile amentia is a typical senile disease from cerebral organic changes. It is one of the principal factors in demise of the old to because it frequently accompanies other diseases and has a high level of accidental risk. Also, it gives so much suffering to their family. Senile dementia is expected to be increased day by day in the situation of increasing the population of the old due to the increase of the average length of life. The countermeasures against the disease must be prepared as soon as possible. Second, government is required to make a legal basis and prepare for institutional countermeasures in order to activate the group home service which is still at an early stage. Third, more active extension of group home system is needed. To run the services smoothly, the governmental financial aid is necessary for securing housing or repairing service. Fourth, it is important that the main group operating the group home service has specialty. To offer the most efficient services, the operating group that controls it has to have profound knowledge and understanding about the welfare for the old. By doing so, old people can receive more qualified and efficient service such as administrative work and life-improvement service. Fifth, to decline the financial burden affording to pay for treatment, the medical insurance system shouldbe widened. New insurance programs such as ones for senile amentia and ones for the long-term medical treatment should be considered. The tax-deduction system for social-wide donation should also be prepared. Sixth, proper communication network with the local community is required. Programs for preservation of health, medical care, and social welfare should be developed. For the last, the stipulations to be a senile amentia group home worker are that they need to arrange professional human resources, and we need a system to receive high quality services. In the future seeing that the most important issue is going to be the human's high life quality, senile amentia group home must be spurred by the governmentand to make sure that the senile amentia and their families can live a better life in this aged community, the governmentshould make a absolute backup and for this, the governmentshould maintain the source they need for the group home and make a major plan and work on and on to make a true welfare country.

中央行政組織改革과 政府機能 再調整과의 關係에 關한 硏究

손관호 漢陽大學校 行政大學院 1986 국내석사

모델 베이스 指向的인 마아케팅情報시스템 開發

손관호 慶北大學校 1985 국내석사