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신제품 개발을 위한 통합 고객만족도 평가모델에 관한 실증적 연구 -자동차 산업을 중심으로-
김동남 ( Dong Nam Kim ),조재립 ( Jai Rip Cho ) 한국품질경영학회 2004 품질경영학회지 Vol.32 No.4
Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. One main rationale behind this interest is that customer satisfaction is believed to be associated with fruitful customer re-visit from the firm`s point of view. Some country already had index models which can measure the degree of customer satisfaction. But, such models are ordinary models which used generally the scope of nation-wide /industry. Therefore, we needs some modifications to measure customer satisfaction for specific product & service and to provide the valuable feedback to specific firms. In this perspectives, this study will evaluate the customer satisfaction index about automobile company and analyze it`s result for valuable feedback. This study will present a model for an integrated customer satisfaction evaluation system which used structural equation modeling. Through this study, we anticipate that it will offer the measuring method about customer satisfaction and some guideline for product design process.
백화점의 성공적인 CRM 을 위한 전략적 접근방법에 관한 연구
김동남(Dong Nam Kim),조재립(Jai Rip Cho) 한국품질경영학회 2002 품질경영학회지 Vol.30 No.2
The business`s paradigm is rapidly changing from product-out to market-in due to Open-door, intensive competitiveness, the variety of the customer`s need. Starting from this needs of the times, CRM based on the understanding which company`s value coming from the customers is in everyone`s mouth. But it can said that it stay in the immature level at the understanding of this importance, strategic approach Therefore, the basic objective of this study is to grope the strategic approach that can stand out basic competitive power of department store during the construction of CRM in department store. To achieve the objective of this study, first, we will find out the general error which companies commit during the construction of CRM, second, we will consider the grafting possibility with e-CRM in the case of the CRM`s construction in department store. Finally, we will exhibit the conceptual model of department store`s CRM which apply the membership card for effectiveness of the Customer Relationship Management.
김동남(Dongnam Kim),오경원(Kyeongwon Oh),홍대희(Daehie Hong),박종협(Jong-Hyup Park) 대한기계학회 2007 대한기계학회 춘추학술대회 Vol.2007 No.5
Since the dismantling processes of building are very dangerous, there have been many studies to develop a remote operating devices using joystick. In this paper, in order to improve the operability of the dismantling actuator that is usually an excavator, a novel concept of tele-operated haptic device is proposed. Operators who use this haptic device with additional environmental sensing devices can work safely away from the dangerous sites. First, based on the concept design of the haptic device, the workspace mapping from the haptic device to the excavator is explored. Second, the kinematics which deals with the conversion from the 3 dimensional position information of the haptic device to the joint variable information of the backhoe is included. Lastly, 3D graphical simulation of both haptic device and the backhoe will be shown. This new design of the haptic device can be easily manufactured and gives the workers very convenient and transparent remote control capability.