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류문찬,임성택,정상철,이상덕,신석규,Riew, Moon-Charn,Rim, Seong-Taek,Chung, Sang-Chul,Lee, Sang-Duk,Shin, Suk-Kyu 한국정보기술응용학회 2001 정보기술응용연구 Vol.3 No.4
Improving software product quality is a key to increasing user satisfaction and to achieving competitive edge. There are two approaches to assure high software product quality; development process-oriented and product-oriented. There have been many efforts for improving software quality through process certification, for example, CMM, ISO 9000 family, ISO/IEC 12207, SPICE and Bootstrap. However, a good process alone cannot guarantee good product quality. A need for the evaluation of software product quality by an independent third party is growing rapidly for several reasons. We are concerned with an application of Statistical Quality Control (SQC) to the evaluation of software product quality to obtain the efficiency of evaluation processes and the objectivity of evaluation results. Methods for selecting test cases using a random sampling approach have been discussed and methods for selecting acceptance criteria with respect to software product quality have also been suggested.
류문찬 ( Moon Charn Riew ),신지연 ( Ji Yeon Shin ) 한국품질경영학회 2013 품질경영학회지 Vol.41 No.4
Purpose: Methods for increasing health-care service quality are considered for a women-centered hospital located on a local city. A walk-through audit is applied to uncover areas for improvement. Methods: A survey questionnaire with 25 questions is constructed based on a service blueprint for a walk-through audit, and a survey is conducted both to patients and service providers to assess a health-care service quality. Frequency analysis, statistical tests and customer-provider analysis are used to analyze surveyed data. Results: According to customer-provider analysis, 6 attributes belong to ‘problem unawareness’ zone in which they are rated high by service providers but low by patients, and another 6 attributes belong to ‘problem awareness’ zone in which they are rated low by both groups. These attributes are considered to be improved with priority. Conclusion: Both patient group and service provider group have lots of different perceptions on most attributes that are examined, and the hospital to be studied is, in general, competitive in technical quality and less competitive in functional quality.
QFD 를 이용한 품질경영 시스템의 개발모듈에 대한 이행도 평가모형
류문찬(Moon Charn Riew),우성권(Sung Kwon Woo) 한국품질경영학회 2002 품질경영학회지 Vol.30 No.2
A performance evaluation model of an R&D module in the quality management system for M Company is constructed using QFD. The company produces telecommunication devices and employs the performance evaluation model based on ISO 9000 family. However, the model has some problems; one of them is that all check items are regarded as equally important. Customer requirements are gathered from internal customers and QFD is utilized to obtain weights for each check item.
김윤태 ( Yun Tai Kim ),류문찬 ( Moon Charn Riew ) 한국품질경영학회 2012 품질경영학회지 Vol.40 No.3
Purpose: ISO 26000 is a newly emerging international standard for corporate social responsibility. This paper aims to derive core subjects of primary concern when introducing and practicing corporate social responsibility. Methods: Perceived performance and importance levels on core subjects in ISO 26000 are investigated, and a survey is conducted from members of organizations having published CSR reports. Frequency analysis, analysis of variance, cross tabulation and IP analysis are used to analyze surveyed data. Results: Items to be improved with high emphasis among 7 core subjects in ISO 26000 are organizational governance for public and private service sectors, fair operating practices for industrial goods manufacturing sectors, and organizational governance and environment for consumer goods manufacturing sectors. Human rights and labor practice are perceived as having high performances in comparison with importance. Conclusion: Organizations should find ways to build social responsibility into their governance systems and procedures with high priority.
카노모형과 개선갭분석을 이용한 EMS 서비스품질의 전략적 개선방안
김명섭 ( Myung Sub Kim ),류문찬 ( Moon Charn Riew ) 한국품질경영학회 2015 품질경영학회지 Vol.43 No.3
Purpose: Express mail service(EMS) supplied by ‘Korea POST`is an international postal service which brings letters, documents and parcels to a destination abroad in the fastest and safest way. This service is in a tough competition with global companies such as TNT, FedEx, DHL or UPS. To build an effective strategy for being competitive, an intensive study on EMS service quality should be accomplished from a customer`s perspective. Methods: Kano model and improvement gap analysis are used to categorize and prioritize EMS service quality attributes. A 5-point Lickert scale is employed to apply the Kano model and improvement gap analysis. Each quality attribute can be classified as weak in comparison with competitors, critical for improvement, or potentially competitive. Results: Price, on-time delivery and delivery quality are to be kept as is; fast delivery, parking convenience and staff expertise can be potentially competitive; and the other attributes are considered to be critical for improvement. Conclusions: Fast reimbursement and proper compensation when shipping items are lost or damaged are to be improved with high priority. Efforts to secure fast delivery, parking convenience and staff expertise are needed to be competitive in the future.
카노모형에서 의사결정나무모형을 이용한 통상우편서비스 품질속성 분석
최현덕 ( Hyeon Deok Choi ),류문찬 ( Moon Charn Riew ) 한국품질경영학회 2016 품질경영학회지 Vol.44 No.4
Purpose: The demand for ordinary mail services supplied by `Korea POST` is decreasing due to the opening of mail service market and the growth of alternative communication media such as e-mail and SNS. To over-come this situation it is urgent to introduce new services that can be able to appeal customers and to improve existing services. Methods: A field survey is conducted to corporate customers who send ordinary mails and individual customers who receive these mails, respectively. Quality attributes of ordinary mail services are classified by two-di-mensional perspectives in terms of Kano model. Decision tree model is utilized for classifying the quality attributes. Comparative analyses are done whether there are perceived differences on each quality attributes between corporate customers and individual customers. Results: Quality attributes such as `discount postal charges`, `sending small packages by simply dropping it into a mail box`, `sending a mail of any appearance`, `delivering a mail anywhere`, and `receiving a mail at a preferred time where a customer is located ` are classified differently according to some market segments, while most of the quality attributes are classified as attractive or one-dimensional. Conclusion: Decision tree model has been found to be most effective to classify quality attributes for each market segment especially when trying to classify quality attributes belonging to `gray areas`. Based on the perceived differences on quality attributes among customers, strategic implications are suggested to obtain potential customers and to have competitive advantages.
학술 7 특별구두세션 : F2. 학술세션 QM 적용: 국방 ; 국방 군수업체 품질경영 수준 평가 모델 개발
배석주 ( Suk Joo Bae ),정규석 ( Kyu Suk Chung ),류문찬 ( Moon Charn Riew ),임성욱 ( Sung Uk Lim ),김명준 ( Myung Joon Kim ),김성도 ( Sung Do Kim ),양지응 ( Ji Eung Yang ),박상호 ( Sang Ho Park ) 한국품질경영학회 2014 한국품질경영학회 학술대회 Vol.2014 No.2
1. 목적 · 기존 모델을 조사하고 분석하여 국내 국방 군수업체 품질경영 수준을 진단하고 평가하기 위한 모델 제시 2. 연구설계/ 방법론/ 접근방법 · 기존 ME, EQA, JQA 모델을 비롯하여 국내 모델들의 특징을 살펴보고 국내 실정에 맞는 정량 지표도출과 정성적 지표의 객관화 평가를 위한 표준척도 마련 3. 연구결과 · 국방 분야의 특징을 살피고 수준진단을 통해 정책제시 및 로드맵 작성 방안 제시 4. 실무적 시사점 · 국내 국방분야 특성을 반영한 모델 제시 및 객관화된 지표 마련 5. 독창성/ 가치 · 과정과 결괴를 따로 측정하는 방식에서 탈피하여 평가항목의 인과관계를 강화하고 러닝 개념을 도입하여 현재 상태뿐만 아닌 과거와 미래까지 트렌드를 파악하여 평가할 수 있는 모델 확장