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유통산업의 서비스품질 수준 비교와 전환장벽에 관한 연구 : 백화점과 대형할인점을 중심으로 Comparing Department Store with Discount Store
유한주,송광석 한국품질경영학회 2004 품질경영학회지 Vol.32 No.2
This research tried to clarify the impact of service quality on the customer satisfaction, customer retention and switching barriers in the competitive structure between department store and discount store. We measured the level of service quality by using the methodology which had been adopted in the service quality research area. Using the internet survey method, we gathered data from 750 consumers of each industry. We used various analysis methods such as the regression analysis, t-test, and hierarchical regression analysis. The results reveal different patterns in the two sectors in the retail industry with respect to switching barriers. We conclude that switching barriers play an important role in consumer satisfaction and retention.
우리나라 제조기업과 서비스기업의 TQM 교육실태 비교연구
유한주 한국품질경영학회 2003 품질경영학회지 Vol.31 No.4
Total quality management (TQM) is regarded as a tool for improving the competitiveness not only for a manufacturing sector, but also for a service sector. The objective of this paper is to classify TQM education by management level, to identify how TQM education he implemented by the type of industry, to analyze the relationship of TQM education with business performance, and finally to analyze the difference between companies with IS0 certification and those without IS0 certification in terms of TQM education. The findings suggest that there was a significant difference between manufacturing and service sector in TQM education level. Also, the relationship of TQM education with business performance was partially correlated. Finally there was no significant difference between companies with IS0 certification and those without IS0 certification in terms of TQM education.
유한주 한국품질경영학회 1998 품질경영학회지 Vol.26 No.3
To evaluate the total quality activities is the most fundamental and critical process as one of the PDCA cycle. The quality award criteria such as Malcolm Baldrige National Quality Award and Deming Award can be applied to the guideline for evaluating quality activities. We can identify several important factors for TQM by referring quality award criteria, but they don't suggest how efficiently implement TQM. In this paper, two methodologies are applied to evaluate the TQM activities comparatively. One of them is the traditional scoring system (TSS) by analytic hierarchy process (AHP). "1'SS is the system which evaluates the performance of TQM by the weighted sum of critical success factors. Several quality award system are typical examples of TSS. The other is the efficiency measuring system (EMS) by data envelop analysis (DEA). DEA outperformed other alternative methods to measure the efficiency and it can be applied to evaluate the TQM activities. The evaluation system by DEA can be named as EMS. The objective of this paper is to suggest a model called TAE (Total quality management Activities Evaluation), for evaluating TQM activities. In this model TQM organizations are classified into four types by considering TSS and EMS. Those types are high weighted sum and high efficiency type, high weighted sum and low efficiency type, low weighted sum and high efficiency type, and low weighted sum and low efficiency type. Therefore TQM organizations must not only make efforts to get the higher scores in terms of TSS, but also take necessary steps to enhance their efficiencies.
지적 활동으로서의 분임조 활동의 평가방법에 관한 사례연구
유한주,김미현 한국품질경영학회 2003 품질경영학회지 Vol.31 No.4
In order to maximize the effect of TQM in the Korean industry, quality circle activity as a bottom-up management should be expanded and revitalized. Quality circle activity can be regarded as a kind of knowledge activity where new knowledge is created and knowledge is shared in the economy. This paper proposes new metrics of intangible effect as knowledge assessment focusing on the intellectual capital aspect of quality circle activity, that may be useful for revitalizing quality circle activity from viewpoints not only of financial effect but also of intellectual capital aspect. New metrics of intangible effect consist of two factors: the intellectual capital effect and the intellectual maturity effect. In order to test the validity of new metrics, a case study of 11 companies was done. The result of the case study is that two factors as an intangible effect of quality circle activity should be evaluated to identify the total effect of quality circle activity correctly.
서비스 품질경영시스템의 효율성 비교분석에 관한 연구:시청과 도청의 서비스품질 만족도지수를 중심으로
유한주,송광석 한국품질경영학회 2007 품질경영학회지 Vol.35 No.3
This article is to analyze the service efficiency of public sector using Data Envelopment Analysis(DEA). We tried to measure the public service quality and overall satisfaction by using several DEA models, degree of combination and top2box which is a little bit different methodology from traditional ones. We used CCR, Super-efficiency and Slack based measure(SBM) model in DEA to measure public service efficiency of the 16 public institutions(7 City Halls and 9 Provincial offices). Since the traditional method based on the measurement model(CCR, BCC) has the fundamental problems without taking account of the existence of slacks inputs and outputs in several efficient units, we suggest to measure the exact amount of efficiency and inefficiency of the public sector and rank analysis many efficient units exactly through the slacks-based measure model(SBM)
군수품 품질인증제도 도입 및 업체 자율성 확대방안 연구
유한주,김동준,정욱,박종우,송광석 한국품질경영학회 2018 한국품질경영학회 학술대회 Vol.2018 No.-
본 연구는 신뢰성 기반의 국방 품질정책 패러다임 전환을 위한 연구로써 정부 품질보증 형태의 국방품질 정책 한계를 탈피하고 신뢰성 기반의 품질정책 전환을 위한 대안 제시이다. 기존 수행해 오던 양산단계 검사위주의 품질관리에서 개발단계 부터 신뢰성 지표를 중심으로 하는 설계품질을 반영하는 노력의 제도개선과 함께 양산·운용품에 대해 서는 고장원인 분석 중심으로 신뢰성 평가를 적용하여 ‘국방규격의 합치성 보장’이 아닌 ‘사용자 만족’을 목표로 하는 품질정책 전환을 고려하고 업체의 품질관리에 대한 자율성과 책임성도 강화를 위해 군수품의 제품 인증제도 도입방안과 품질보증에 대한 업체 자율성을 확대하는 방안을 제시하고자 한다. 현재와 같은 군수품 전 품목에 대한 정부 품질보증 방식으로는 효율적인 국방품질경영이 제한되며 검사조서 발급 위주의 정부 품질보증은 정부 품질보증기관의 효율적 경영 또한 제한되는 문제점을 가지고 있다. 본 연구는 군수품 전 품목에 대한 품질보증에서 탈피하여, 품질보증대상 Ⅰ·Ⅱ형을 과감히 확대하고 업체의 자율성 및 책임성 강화를 위해 품질이 안정된 인증업체에 업체자율품질보증제도 등을 도입하여 품질보증을 위임하는 정책방향을 제시하고자 한다.