품질정책 : 품질경영과 창의혁신

박영택 ( Young T Park ) 한국품질경영학회 2015 품질경영학회지 Vol.43 No.1

Purpose: It can be said that the 21st century is the age of creativity. However creativity has been relatively less considered in comparison with control and continuous improvement in quality management. How to incorporate creativity into quality management is treated in this paper. Methods: The opposing characteristics of quality and creativity are examined, and the possible outcomes resulted from the conflict are reviewed. Previous researches on managing evolutionary and revolutionary changes are also examined. Results: Quality and creativity require each other although they have incompatible characteristics, and can be incorporated into the innovation cycle. Conclusion: Creative thinking tools such as SIT should be included in the quality training and education for the effective operation of the innovation cycle.

AHP를 활용한 디자인 콘셉트의 창의성 평가에 관한 연구

서창원 ( Changwon Seo ),박영택 ( Young T. Park ) 한국품질경영학회 2016 품질경영학회지 Vol.44 No.4

Purpose: Evaluation of the creativity level of design concepts. Methods: 14 winners of design concepts area of the 2015 Red dot Award are used to evaluate the creativity level of design concepts. Among the 14 winners, one is the highest award (; luminary) winner, 4 are the second highest award(; best of the best) winners, and the remaining 9 are winners. AHP model was developed to evaluate the creativity levels of design concepts, and applied to the 14 winners of the reddot award. Results: Originality and practicality have been used to evaluate creativity level of new product ideas in the previous study. In this study, it is identified that originality is composed of innovativeness and topicality, and practicality is composed of utility and realizability. The design concepts which won higher level awards have higher level of originality. Among the two dimensions of originality, topicality has more significant relationship than innovativeness. Conclusion: The design concepts with higher level of originality, especially higher level of topicality, have a fair chance to be recognized as creative. It is notable that higher level of originality does not guarantee higher profit. According to the previous studies on the commercial success of new products, practicality is more important than originality.

Kano 모델의 설문 워딩에 관한 연구

송해근 ( Haegeun Song ),박영택 ( Young T Park ) 한국품질경영학회 2012 품질경영학회지 Vol.40 No.4

Purpose: The Kano model has been widely accepted as a method for classifying quality attributes for almost three decades since its introduction. However the wordings of the five alternatives in the Kano`s questionnaire has been criticised for unclear and confusable meanings. New wordings of the five alternatives are proposed in this paper. Methods: To evaluate the effectiveness of the proposed wordings we classify 30 quality attributes of smartphones using the conventional wordings and the proposed wordings respectively. The two classification results are compared with the direct classification results by undergraduate students who learned the Kano model. Results: The classification results using the proposed wordings are much more consistent with the direct classification results than those using the conventional wordings. Conclusion: The proposed wordings are less confusable and easy to understand and thus it results in more consistent with the direct classification.

Kano-SERVQUAL 통합 접근법을 이용한 자동차 서비스 품질에 대한 고객인식 연구 - H사(社)의 자동차 서비스를 중심으로 -

김학균 ( Hakgyun Kim ),송해근 ( Haegeun Song ),박영택 ( Young T. Park ) 한국품질경영학회 2016 품질경영학회지 Vol.44 No.4

Purpose: This study aims to propose Kano-SERVQUAL integrated approach as an effective tool for evaluating auto service quality attributes to enhance the use of SERVQUAL. Methods: The Kano-SERVQUAL survey was conducted to evaluate customer perception for 28 auto service quality attributes which were obtained from auto service expert in `H` company. The correlation analysis of SI(Satisfaction Index), DI(Dissatisfaction Index) and expectation values are conducted in this study. Results: The 28 auto service quality attributes are classified into attractive attributes and one-dimensional attributes. The results of this study show that the correlations between the customers` expectation values and DI is strongly positive correlation with 1% significance level, expectation values and SI is negative correlation with 10% significance level. Conclusion: The results show that the purposed Kano-SERVQUAL integrated approach provides a deeper understanding of service quality attributes in that it distinguishes the customers` expectation values between highly expected attributes(e.g. must-be attribute) and less expected attributes(e.g. attractive attribute).

ASC를 이용한 품질특성의 중요도 결정

장흥엽 ( Heung Yeop Jang ),송해근 ( Haegeun Song ),박영택 ( Young T Park ) 한국품질경영학회 2012 품질경영학회지 Vol.40 No.4

Purpose: Determination of the importance values of quality attributes is very important to integrate the Kano model with QFD. A new method to determine the importance values of quality attributes is proposed. Methods: ASC(Average Satisfaction Coefficient) is proposed in order to determine the importance values of quality attributes. To evaluate the effectiveness of ASC a case study of modern TV sets is conducted and the performance of ASC is compared with direct importance evaluation and AHP pairwise comparisons. Results: The result of ASC application is similar with those of direct importance evaluation and AHP pairwise comparison. Conclusion: ASC is an effective instrument to determine the importance values of quality attributes. It doesn``t need a cumbersome process like AHP pairwise comparison and can be calculated using the data for the conventional Kano model.

위해정보를 활용한 한국형 제품 위험성 평가 모델 개발에 관한 연구

배진한 ( Jin Han Bae ),송해근 ( Hae Geun Song ),박영택 ( Young T Park ) 한국품질경영학회 2013 품질경영학회지 Vol.41 No.4

Purpose: The recent major recalls of hazardous products caused consumer product safety acts to be strengthen worldwide. Although the recall system of hazardous products in Korea has been operating based on Framework Act on Product Safety since 2011, the evaluation of product risk has been relied on not the results of objective incident data but the results of illegal product investigations. The purpose of this paper is to propose a product risk assessment model for Korea using injury data. Methods: The authors derived Korea`s risk assessment method by analysing the advantages and disadvantages of the most widely used models in advanced countries such as EU`s RAPEX RAG and Janpan`s R-MAP. In this study,the level of relative frequency and severity of injury are determined based on the objective incident data and the length of hospitalization respectively. In addition, the injury data occurred during 2011 is applied to the proposed risk assessment model for case study. Results: The data analysed in this paper can be classified as high risk, medium risk, low risk, acceptable risk, and safe products th rough the matrix f rom the combination of the relative f requency and the severity derived. Conclusion: The proposed risk assessment model in this study has advantage obtaining reliable objective results because it uses actual injury data and redeems the drawbacks of the existing models used in advanced countries. Furthermore, because the proposed model shows the high risk products among many, it is expected to be useful especially for customs whose main job is inspecting the imported goods and the government when selecting the target product groups for safety investigation.

Kano 모델을 이용한 자동차 시트 조절기능에 대한 고객인식 연구

김학균 ( Hak Gyun Kim ),송해근 ( Hae Geun Song ),박영택 ( Young T Park ) 한국품질경영학회 2013 품질경영학회지 Vol.41 No.4

Purpose: Car seats affect customer satisfaction greatly when the seats` design is changed because car holders are in close contact with the seats. However, the improvement of the current seats` design involves risks such as investment cost, and therefore it needs strategic operating measures from the perspective of customers. Until now, operations of seats` specification have been decided by technical-push rather than market-pull, and carried out based on professionals` experience without measuring customer satisfaction correctly. The purpose of this study is to present a systematic approach to measure customers` perception on the car seats using the Kano model and pairwise comparison technique. Methods: The authors derive 17 major functions of a car seat by analyzing major components of car seats,and conduct a survey of 141 adults who hold a car(s). Results: The results show that consumers perceive the adjustable functions of front seats as must-be while the same functions for rear seats are perceived as attractive. In particular, motor operated functions for both front and rear seats increase customer satisfaction greatly if they are presented. Conclusion: This study shows that how much customer (dis)satisfaction will increase if a function of car seats (non)fulfilled, and therefore, the results of this study will provide practitioners and R&D personnel in new automobile seats development projects with useful information.

시스템엔지니어링을 적용한 ISEP 개발에 관한 연구

변보석 ( Bo Suk Byun ),최요철 ( Yo Chul Choi ),박영택 ( Young T Park ) 한국품질경영학회 2013 품질경영학회지 Vol.41 No.4

Purpose: The purpose of this study is to propose an Integrated Safety Evaluation Process (ISEP) that can enhances the safety aspect of the safety-critical system. This process utilizes the advantages of the iterative Systems Engineering process combined with the safety assessment process that is commonly and well defined in many standards and/or guidelines for railway, aerospace, and other safety-critical systems. Methods: The proposed process model is based on the predefined system lifecycle, in each phase of which the appropriate safety assessment activities and the safety data are identified. The interfaces between Systems Engineering process and the safety assessment process are identified before the two processes are integrated. For the integration, the elements at lower level of Systems Engineering process are combined with the relevant elements of safety assessment process. This combined process model is represented as Enhanced Functional Flow Block Diagram (EFFBD) by using CORE® that is commercial modelling tool. Results: The proposed model is applied to the lifecycle and management process of the United States aircraft system. The US aircraft systems engineering process are composed of twelve key elements, among which the requirements management, functional analysis, and Synthesis processes are considered for examplenary application of the proposed process. To synchronize the Systems Engineering process and the safety assessment process, the Systems Engineering milestones are utilized, where the US aircraft system has thirteen milestones. Taking into account of the nine steps in the maturity level, the integrated process models are proposed in some phases of lifecycle. The flows of processes are simulated using CORE®, confirming the flows are timelined without any conflict between the Systems Engineering process and the safety assessment process. Conclusion: ISEP allows the timeline analysis for identifying activity and data flows. Also, the use of CORE®is shown to be effective in the management and change of process data, which helps for the ISEP to apply for the development of safety critical system. In this study, only the first few phases of lifecyle are considered,however, the implementation through operation phases can be revised by combining the elements of safety activities regarding those phases.

Kano 모델의 품질속성 분류를 위한 질문서 연구

김만호 ( Man Ho Kim ),송해근 ( Hae Geun Song ),박영택 ( Young T Park ) 한국품질경영학회 2013 품질경영학회지 Vol.41 No.2

Purpose: This paper compares and discusses the influence on the quality classification of Kano`s questionnaire which is used for the Kano model(Kano et al., 1984), the 3-point Likert-scale newly proposed by Kano and the 5-point Likert-scale presented in this study. Methods: For the comparison, the current study conducts a survey of 631 television viewers. The classification results of the three methods are then compared with those of direct classification which is adopted as a standard for classification of quality attributes. Results: The agreement rates between the results using conventional Kano`s questionnaire and the results using direct classification is higher than the results using 3-point and 5-point Likert-scales. In addition, the attributes grouped as must-be or attractive in the direct classification appear to be classified as one-dimensional attributes in the Likert-scales. Conclusion: In comparison with the convensional Kano`s questionnaire, the Likert-scale questions highly tend to classify the quatity attributes as one-dimensional. Although the classification results of the 3-point and 5-point Likert-scales are the same, the 5-point Likert-scale has the advantage to classify quality attributes in more detail.

수정된 Kano 모델을 이용한 프로젝트의 위험요인 연구

장덕재 ( Deok Jae Jang ),송해근 ( Hae Geun Song ),박영택 ( Young T Park ) 한국품질경영학회 2013 품질경영학회지 Vol.41 No.2

Purpose: This paper examines risk factors which affect project success, and proposes a method utilizing the average potential satisfaction index(API) to evaluate how much the satisfaction level of the personnel involved in the project can change by reducing the risk. Methods: The current study derives 11 risk factors affecting project success from literature review and conducts survey of 253 subjects who have project work experience. A modified Kano`s questionnaire using 5-point Likert-scale is applied to investigate the amount of satisfaction or dissatisfaction when the risk factors are reducted or not, respectively. Results: The respondents consider that the risk factors which include the three elements of project management( schedule, quality, cost) is more important than other risk factors related to the project environment, and technology and profitability. Conclusion: The average potential satisfaction index proposed in this study can measure the perception on the risk factors of the personnel involved in the project, since it has a strong correlation with the perceived importance by the respondents in this study.