제3발표 ( 생산 , 계량 ) : JOBSHOP SCHEDULING BY REVISED SIMULATED ANNEALING

서창적 한국경영학회 1989 추계학술연구발표회 발표논문집 Vol.- No.-

품질경영요인이 기업성과에 미치는 영향에 관한 실증연구

서창적 서강대학교 경영학연구원 1997 서강경영논총 Vol.8 No.1

The purpose of this study is to find critical factors for successful quality management(QM). and to identify relationships among its factors. Many of studies for QM success factors have concentrated on its conceptional contents, and do not have included performance measures such as quality or financial. In this paper, we empirically analyze the relationships between QM success factors and business performances which is quality, productivity and financial performances. The results show that there are slightly differences in the effects of factors by company types, size and performance measures. Also relationship between quality and productivity is clarified. In short term, quality and productivity are negatively correlated. However, this relationship between quality and productivity is not identified in long term.

스마트공장의 도입에 따른 구매자의 공급자 전환 모델

서창적,김종훈 한국생산관리학회 2019 韓國生産管理學會誌 Vol.30 No.1

본 연구는 공급자의 스마트공장 도입이 구매자와 공급자 간 공급사슬관계에 미치는 영향을 실증적으로 규명한다. 즉, 공급자의 스마트공장 구축 수준, 구매자가 지각하는 공급자의 경쟁요소, 공급사슬만족 및 전환의도 간 관계를 규명하여 스마트공장의 도입에 따른 구매자의 공급자 전환 모델을 밝힌다. 이를 위해, 본 연구는 스마트공장 구축 수준별로 167개 자료(ICT미적용: 53, 기초수준: 87, 중간수준1: 15, 중간수준2: 12)를 수집하였으며 분산분석과 회귀분석을 수행했다. 분석결과, 스마트공장 구축이 중간수준 이상인 집단에서만이 다른 집단들과 경쟁요소에서 유의한 차이를 나타냈다. 그리고 각 경쟁요소(가격, 품질, 납기 및 민첩성)는 공급사슬만족과 전환의도에 유의한 영향을 미쳤고, 공급사슬만족은 전환의도에 유의한 영향을 미쳤다. 본 연구결과는 제조업에서 스마트공장 도입과 구축에 따른 효과와 공급사슬관계의 구조적 변화를 예측하는데 있어 실증적 근거와 학문적․실무적 시사점을 제시할 수 있다는 점에서 시의적절하고 가치가 있다. This study is an empirical study to investigate the effect of the introduction of smart factory on the supply chain. In other words, this study investigates the relationship between a supplier's smart factory level, perceived competitive factors, supply chain satisfaction and switching intention. For this purpose, related data of 167 workplaces were collected, and an analysis of variance and regression analysis conducted. The results of the analysis showed. When the smart factory level is the middle level, there is a significant impact on competitive factors. Each competitive factor, in turn, has a significant effect on supply chain satisfaction and the supplier’s switching intention. Supply chain satisfaction also has a significant effect on the supplier’s switching intention. This study is timely and valuable in terms of its the academic and practical implications regarding the introduction of smart factories in the manufacturing sector.

고객지향성과 관계품질의 관계에 있어 기술서비스의 매개효과에 대한 실증연구

서창적,남현정 한국서비스경영학회 2013 한국서비스경영학회 학술대회 Vol.2013 No.11

This study aims to examine the effect of a customer orientation on a relationship quality in B2B marketplace. Specifically, the authors 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.

패밀리 레스토랑의 서비스품질의 전략적개선방안

서창적 한국서비스경영학회 2003 서비스경영학회지 Vol.4 No.2

This research addresses a strategic approach to customer's re quirements in family restaurant. The customer's requirements are clasified i nto three groups such as basic factor, performance factor and excitement factor through ocused to improve with high priority, because it may enhance customer sat isfaction much more than the others. QFD transfers the excitement factor into design k Steak service. We used KS-SQI model to identify the determinants of s ervice q u a l i t y . T h e d a t a w e r e c o l e c t e d b y s u r v e y i n g 1 , 3 2 1 c u s t o m e r s o f family e design items were sugested with priority to improve service quality signifi cantly.

MB(Malcolm Baldrige) 모델 관점에서 지속적 고객 만족경영의 핵심요인

서창적,황혜미 서강대학교 경영연구소 2011 서강경영논총 Vol.22 No.1

본 연구의 목적은 우리나라 서비스기업의 지속적 고객만족경영 (Customer Satisfaction Management) 실현을 가능케 하는 핵심요인을 발굴하고 이 운영 요인들이 기업의 성과에 긍정적 인 영향을 미치는지를 분석하는데 있다. NB (Malcolm Baldrige)모델의 관점에서 지속가능한 고객만족경영의 핵심요인을 찾았고 이 운영 요인들과 CS혁신의 지속성, 프로세스 성과, 그리고 인적역량 성과와의 관계를 10개의 가설을 세워 검증하였다. 고객만족경영을 추진하고 있는 서비스 기업의 167개 데이터를 통계분석에 활용하였다. 연구결과에 의하면 CS리더십은 V0C (Voice of Customer)시스템, 고객지향 HRM (Human Resource Management), CSM 평가시스템에 긍정적인 영향을 미지는 것으로 나타났고, 이 3가지 운영관리 요소는 CS혁신의 지속성, 프로세스 성과, 그 리고 인적역량 성과에 유의미한 영향을 미치고 있다. The purpose of this research is to find key factors to sustaining customer satisfaction management from MB (Malcolm Baidrige) perspective. We suggest the research model which includes five categories of MB, that is, CS leadership, VOC system, Customer-oriented HRM (Human Resource Management), C5M evaluation system, Sustaining of CS innovation, and set ten hypotheses. The authors collect data from 167finns in various industries such as whole and retail, finance and insurance, telecommunication, transportation, and hospitals. Consequently, the results show that CS leadership has an effect on VOC system, Customer-oriented HRM (Human Resource Management), CSM evaluation system positively. VOC system, Customer-oriented HRM (Human Resource Management), C5M evaluation system take positive effects on Sustaining for CS innovation. Sustaining for CS innovation takes positive effects on result of process and human resource result.

DEA 모형을 이용한 서비스 기업 TQM의 경쟁력 평가

서창적,김효정 한국서비스경영학회 2012 한국서비스경영학회 학술대회 Vol.2012 No.5

생산관리학회 : 기업성과에 대한 혁신성의 영향과 성과척도간의 관계에 관한 연구

서창적,윤영진 한국경영학회 2000 하계 경영학관련 통합학술대회 발표논문집 Vol.- No.-

양면시장개념하의 서비스산업 경쟁력강화방안

서창적,박진한 한국서비스경영학회 2012 한국서비스경영학회 학술대회 Vol.2012 No.11

The purpose of this research is to apply the two-sided market theory which is being studied recently in economics to service industries. In two-sided platform businesses two distinctive customers group interact each other through a certain platform provided by a mediator affected by indirect network externality. They provide these customers a real or virtual meeting place, and they facilitate the interactions between members of these customer groups. They essentially act a intermediaries between the two groups and create efficiencies by lowing transactions costs and reducing duplication costs. Many significant industries are populated by business based on two-sided market especially in service industries. These included many traditional businesses, such as shopping malls, and most Internet-based businesses, such as social networks. With characteristics of platform and indirect network externality, competitive factors of two-sided platform businesses in service industry markets can be re-explained differently from the previous theories for one-sided markets. To find and classify these factors, this research proposal goes over previous researches about the two-sided market, and researches several cases in service industries as case study analysis. Therefore, to find out factors strengthened competitive advantage for service industries is available.

서비스품질평가와 향상전략 / 패밀리 레스토랑의 점포충성도 결정요인

서창적,지성구 한국서비스경영학회 2001 서비스품질평가와 향상전략 Vol.- No.-