지방의료원의 운영 효율성과 생산성변화분석 : 공공의료의 공급자역할을 중심으로

박선아 ( Sunah Park ),서창진 ( Chang Jin Suh ) 한국생산성학회 2021 生産性論集 Vol.35 No.4

The purpose of this study is to evaluate the efficiency and productivity change of Regional Public Hospitals in applying DEA and Global Malmquist productivity index and identify variables affecting productivity changes through panel regression analysis. Data used for this analysis consisted of financial statements and the managerial performance data of 34 Regional Public Hospitals from 2015 when the MERS outbreak occurred to 2020 when the COVID-19 situation was prevalent. It was found that few papers studied changes in efficiency and productivity of Regional Public Hospitals using the latest data. Therefore, the results of this study using the latest data can be used not only for management evaluation of Regional Public Hospitals, but also for the implementation of efficient provision in public medical care through government support policy directions and cooperation with private medical institutions. We found, as a result of the study, first that medical personnel, expenses, and medical revenue of regional medical centers increased every year, and medical revenue increased by 45% and cost by 32% on average in 2019 compared to 2015. On the other hand, the number of beds increased by only 4% in 2019 compared to 2015, and it seems that the external scale expansion of Regional Public Hospitals after the MERS outbreak in 2015 was actually insignificant. Second, as a result of analyzing the operational efficiency using the DEA technique, it was found that Regional Public Hospitals had shown an average of 2-4% scale inefficiency(SE) from 2015 to 2019 and the technical efficiency of Regional Public Hospitals was more affected by the scale efficiency than the pure technical efficiency. It is judged that the operational efficiency has generally improved as the medical income of Regional Public Hospitals has increased due to policy factors such as the introduction of the new diagnosis-related group(DRG). Meanwhile, the COVID-19 in 2020 had a negative impact on the efficiency indicators of all local medical centers, including the efficiency group. Third, as a result of the global Malmquist Productivity Index (MPIG) analysis, the productivity of Regional Public Hospitals had improved from 2015 to 2019, and that productivity improvement during this period had been more affected by Best Practice Change(BPC) than by efficiency change (EC). EC occurred through management efficiency improvements such as cost reduction and staff reduction, whereas technical changes were caused by continuous and long-term phenomena such as government policy changes, the introduction of the latest equipment, the application of new technologies, and the modernization of hospital facilities. In addition, the decrease in the productivity index of regional medical centers in 2020 was due to a significant decrease in the number of inpatients and outpatients at regional medical centers due to the impact of COVID-19. Fourth, the results of panel regression analysis using a fixed model showed that medical personnel and costs negatively had effected to the change in the productivity index. In order to improve productivity, it is necessary to reduce costs due to reasonable manpower management and appropriate personnel cost, and to find ways to efficiently utilize manpower through attracting patients and increase medical profits. Based on a result of the above study, the following implications could be derived to improve the operational efficiency and productivity of Regional Public Hospitals. Regional Public Hospitals should adjust the size according to their environmental characteristics and maintain balanced resource input and allocation to improve the performance efficiency and productivity. Also, the central and local governments need to develop the policies supporting Regional Public Hospitals that can continue even after the COVID-19 situation is over. It is the time when the central government and local governments need an active support policy for the chronic deficit problem of local medical centers and the external expansion of hospital beds, medical personnel, and medical equipment. In the face of a national crisis such as the recent COVID-19, the role and necessity of Regional Public Hospitals as a provider of public health care to local residents is being emphasized more and more. The results and implications of this study will be suggestions for the expansion plan of public health currently being discussed in the government.

고객지향성과 관계품질의 관계에서 기술서비스의 매개효과에 대한 연구

서창적(Suh, Chang Juck),남현정(Nam, Hyun Jeong) 한국서비스경영학회 2014 서비스경영학회지 Vol.15 No.2

This study aims to examine the effect of a customer orientation on a relationship quality in B2B marketplace. Specifically, we are interested in the mediation effect of technical service between the customer orientation and the relationship quality. A questionnaire-based survey was conducted mainly among manufacturers by e-mail and post. The hypotheses were analyzed by simple regression model and Baron and Kenny``s procedure. The analysis of 127 samples suggest that technical service has three factors such as relationship service, necessary service, extended service and relationship service and extended service has a significant mediation effect on the relationship of customer service and relationship quality. The results provides appropriate technical service strategies to enhance the relationship quality of interfirm relationship.

서비스 회복 노력이 서비스 품질인지와 고객만족에 미치는 영향에 관한 연구

서창적(Chang Juck Suh),권영훈(Yeong Hoon Kwon) 한국품질경영학회 2000 품질경영학회지 Vol.28 No.4

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ISO 26000에 기반한 한전 KPS의 동반성장 사례연구

서창적(Suh, Chang Juck),김효정(Kim, Hyo Jeong),곽영환(Kwak, Young Whan) 한국서비스경영학회 2011 서비스경영학회지 Vol.12 No.4

The purpose of the research is twofold. In the first instance, it suggests a win-win growth model based on ISO 26000(International Standard for Social Responsibility). Second, it provides a practical solution to business field how they make support programs for Small-and-Medium size Enterprises(SMEs) and how operate them. In showing the best practice for win-win growth based on social responsibility, We adopt this model to analyze the supporting programs of Korea Plant Service & Engineering Co., Ltd.(KPS) which is a leading company accomplishing win-win growth with his SMEs partners in Korea. KPS provides sufficient and professional training programs to develope partners` employees capability, keep safe work place for partner`s employees as well as their own employees and operate anti-corruption programs for partner`s sakes. The results of this case study provide wider perspective and insights to the companies which pursue win-win growth.

학습지 서비스 품질과 가치가 고객 유지 의도에 미치는 영향

서창적(Suh, Chang Juck),부연선(Bu, Yeon Seon) 한국서비스경영학회 2004 서비스경영학회지 Vol.5 No.2

지속적인 종합적 품질경영 ( TQM ) 실행의 결정요인에 관한 연구

서창적(Chang Juck Suh),김재환(Jae Hwan Kim) 한국품질경영학회 1999 품질경영학회지 Vol.27 No.3

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조직지원인식이 종업원 인게이지먼트와 프로세스 혁신에 미치는 영향

서창적(Suh, Chang Juck),이슬기(Lee, Seul Ki) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.5

The main purpose of this study is to identify the relationship between perceived organizational support, employee engagement and process innovation. Additionally, this study will determine whether employee engagement has mediator effects in the research model. The research model was validated by the PASW and AMOS-SEM(Structure equation modeling) using 240 survey data that is collected from hospital administration employees. As the results, there are statistically significant relationships among the three variables. Employee engagement has a mediation effect on the relationship of perceived organizational support and process innovation. Practically it shows that the employee engagement could be a available tool for process innovation.

지역사회공헌활동을 통한 롯데백화점의 지속가능경영

서창적(Suh, Chang Juck),이슬기(Lee, Seul Ki) 한국서비스경영학회 2017 서비스경영학회지 Vol.18 No.1

Recently, CSR(Corporate Social Responsibility) is the most important factor in term of sustainability of business. This paper addresses the LOTTE Department"s various CSR practices through the Malcolm Baldrige model. They conducted systematic programs and various activities about CSR. That is based on CEO"s strong support and participation. Through this case, many corporations that are pursuing CSR can have a role model and benchmarking issues. This study has several implications for sustainability of business. The first, every corporation must recognize that CSR is not option but essentials. Second, it is the most important factor of CEO to have strong support and participation. The last, Social contribution activities should be recognized as the role of coexistence with communities and corporations.

효과적인 종합적 품질경영 ( TQM ) 교육 실행의 성공요인에 관한 연구

서창적(Chang Juck Suh),김재환(Jae Hwan Kim) 한국품질경영학회 2000 품질경영학회지 Vol.28 No.3

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콜센터 상담원의 순통화시간이 직무 스트레스와 서비스품질에 미치는 영향

서창적(Suh, Chang Juck),이슬기(Lee, Seul Ki) 한국서비스경영학회 2016 서비스경영학회지 Vol.17 No.1

We empirically show that the effects of call center employee"s on job stress and service quality. For the study, the relationship among the net talk time, job stress and service quality were modelled and validated with hypotheses. For the empirical analysis, 518 surveys are used. For the analysis of empirical data, PASW 18.0 was used for frequency analysis, factor analysis, reliability analysis and regression analysis. This study finds that, for the overall sample, there are positive curved relationship between net talk time and job stress. There are negative curved relationship between net talk time and service quality also. Job stress and service quality have a negative relationship. Job stress has a mediation effect on the relationship of net talk time and service quality. Practically it shows that the net talk time could be a manageable tool for effective call center operation.