Application of the AHP for Evaluating Third-Party Logistics Service Quality: Shipper's Perspective

소순후 한국항만경제학회 2005 韓國港灣經濟學會誌 Vol.21 No.3

This study applies the Analytic Hierarchy Process (AHP) to evaluate service quality of Third-Party Logistics (3PL) providers. For this, 3PL service quality is conceptualized and measured using SERVQUAL's five dimensions such as tangibles, reliability, responsiveness, assurance and empathy. Then, the AHP method is applied to determining the relative importance of five service quality dimensions and eventually selecting the best 3PL provider. Finally, this study conducts an empirical case study on four companies providing 3PL services in Korea to demonstrate the basic idea suggested in this paper. The results obtained in the present study indicate that responsiveness to customers is the most important factor perceived by 3PL customers and 3PL C is the best 3PL provider according to the overall service quality scores. In contrast to some previous researches, this study examined issues of service quality from the perspective of 3PL customers as opposed to the perspective of 3PL providers. In order for this study to be more complete, future research is needed in establishing a set of metrics to quantify each dimension of 3PL service quality proposed.

DEA 모형에 의한 동북아 주요 컨테이너항만의 기술적 효율성 분석

소순후 한국경영공학회 2006 한국경영공학회지 Vol.11 No.3

The operation efficiency of container ports is the critical factor for its competitiveness in international import and export logistics. Therefore, this study has attempted to measure and compare the operation efficiency of the major competitive container ports in the Northeast Asia region. For this purpose, Data Envelopment Analysis (DEA) has been applied to efficiency analysis of total 19 container ports, including Busan and Gwangyang ports in Korea. According to the empirical results from both the CCR and BCC models of the DEA, Shanghai, Shenzhen, Xiamen, Hongkong and Kaohsiung were identified as efficient ports while the rest were identified as relatively inefficient ports. Also, from the super-efficiency ranking analysis, the container port which had the best operational performance in 2004 was Hongkong. Finally, the ports of Busan and Gwangyang in Korea showed the relatively low efficiency levels against their competitors, indicating a need to eliminate their inefficiency. This study concludes with recommendations for policy makers and researchers on the development and use of quantitative as well as qualitative port efficiency measures.

콜센터 및 텔레마케팅 서비스업의 동태적 효율성 분석

소순후 한국경영정보학회 2018 한국경영정보학회 학술대회논문집 Vol.2018 No.5

DEA 기법에 의한 서비스 운영의 기술적 효율성 분석

소순후,이경재,조건 한국산업정보학회 2008 한국산업정보학회 학술대회논문집 Vol.2008 No.10

In the present emerging global economy, as the focus is shifted from manufacturing to service sector, the efficiency of service operations is crucial for the county"s sustainable growth and development. As one of the fastest growing service sector industries in South Korea, the call center has become an inevitable part of customer service for most companies. Despite of the strategic importance of the call center, there has been no empirical study on the efficiency of call center service operations in the literature. The main purpose of this study is to evaluate the technical efficiency of call center services so as to not only identify the current status of call center service operations, but also suggest ways to improve service operations efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to domestic call centers in order to compare their relative efficiency. Based on DEA evaluations, we provided specific directions for the inefficient call centers to possibly improve their operation efficiencies. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, service operations management, and the productivity analysis of service personnel.

Bootstrapped Malmquist 지수를 이용한 국내 의약품산업의 생산성 변화 요인 분석에 관한 연구

소순후 대한경영정보학회 2016 경영과 정보연구 Vol.35 No.4

본 연구는 Bootstrapped Malmquist 지수를 이용하여 국내 의약품산업의 생산성 변화 추이를 측정하고 이러한 변화를 기술효율성 변화와 기술변화 요인으로 분해함으로써 의약품산업의 생산효율성을 제고하기 위한 시사점을 제시하고자 한다. 특히 기존의 연구들과 달리 투입 및 산출요소의 여분을 반영하여 투입최소화와 산출최대화를 측정할 수 있는 투입산출지향 비방사적 Malmquist 지수를 분석에 활용한다. 또한 평활부트스트랩 방법을 적용하여 Malmquist 지수와 그 구성요인의 통계적 신뢰구간을 추정한다. 실증분석을 위해 2005년에서 2014년까지 10개년의 균형패널자료를 수집하였으며, 분석에 사용된 투입요소는 종사자수, 유형자산, 주요생산비를 선정하였고, 생산액을 산출요소로 사용하였다. 분석 결과, 의약품산업의 생산성은 분석기간 동안 하락한 것으로 나타났으며, 이러한 생산성 하락은 기술진보의 둔화에 기인한 것으로 나타났다. 또한 의약품산업의 기술적 효율성은 순수효율성보다는 규모효율성에 보다 많은 영향을 받은 것으로 분석되었다. 따라서 향후 의약품산업의 경쟁력 강화를 위해서는 효율적 R&D 투자와 산업구조의 선진화를 통해 기술혁신역량을 강화하는 정책적 지원이 요구된다. This study estimates the productivity change of pharmaceutical industry and decompose the change into technical efficiency change and technological change to explore ways to improve the productive efficiency. Unlike most previous studies, this study employs the non-radial and non-oriented slacks-based Malmquist productivity index which can deals directly with the input excesses and output shortfalls. In addition a smoothed bootstrap method is applied to estimate statistical confidence intervals for the Malmquist Index and its components. For the empirical analysis a balanced panel data set is constructed covering ten years over the period from 2005 to 2014. The input variables used in this study are number of workers, tangible assets and major production cost. The gross production is selected as a main output variable. The empirical results suggest that the productivity of pharmaceutical industry has decreased due mainly to decline in the technological progress rather than improvements in technical efficiency. An analysis result shows that the scale efficiency outweighs the pure efficiency in determining the technical efficiency of pharmaceutical industry. Therefore, in order to enhance the competitiveness of domestic pharmaceutical industry, it is important to continue supporting policies to promote the technology innovation capability through efficient R&D investment and industry reform strategy.

CRM 콜센터의 운영성과모형에 관한 실증연구

소순후 한국경영공학회 2008 한국경영공학회지 Vol.13 No.1

As more and more companies focus on CRM (Customer Relationship Management), a call center which is a contact point between customer and company, is newly spotlighted as a core CRM channel. Since call center handles over 70% of all customer-company interactions, it is not too much to say that customer satisfaction with call center service determines the success or failure of a company. Therefore, the purpose of this study is to investigate the operational determinants affecting customer satisfaction in the call center. For this purpose, we have extracted from the literature 10 key performance indicators: average speed of answer, average time in queue, percentage of calls closed on first contact, average abandonment rate, average talk time, adherence to schedule, average after call work time, percentage of calls blocked, employment turnover rate and service level. It is expected that the results presented in this study can serve as a good reference for call center managers wanting to improve their call center operations.

비방사적 SBM 모형을 이용한 지역전략산업 기술개발투자의 효율성 분석

소순후 한국산업경제학회 2011 산업경제연구 Vol.24 No.2

오늘날 국가경쟁력의 원천으로 R&D의 중요성이 강조되면서 국가 R&D 예산은 꾸준히 증가하고 있으나 R&D 투자에 대한 효율성은 높지 않은 것으로 지적되고 있다. 이에 따라 국가 R&D 활동에 있어서 R&D 성과의 측정 및 관리가 매우 중요한 과제로 대두되고 있다. 이러한 상황에서 본 연구는 지역 전략산업 기술개발사업을 대상으로 투입 대비 성과의 수준을 측정하고, 투입-산출 측면에서 비효율의 원인을 규명함으로써 성과개선을 위한 정책방안을 제시한다. 기존의 연구와 달리 본 연구에서는 투입 및 산출요소의 슬랙(slack)을 반영하는 비방사적 SBM 모형을 이용하여 기술개발투자의 효율성을 분석한다. 연구결과에 의하면 기술개발투자의 성과를 개선하기 위해서는 정부지원 기술개발투자금의 효율적 집행이 요구되는 것으로 나타났으며, 아직은 기술개발투자를 통한 기술적·경제적 성과가 가시적으로 실현되지 못하고 있는 것으로 밝혀졌다. 앞으로도 지속적인 R&D 투자 확대가 예상되는 가운데 본 연구에서 제시한 접근방법은 기술개발을 위한 R&D 투자의 성과관리에 활용할 수 있는 유용한 정보가 될 것으로 기대된다. Realizing the importance of R&D as a critical driving force for national competitive advantage, the Government has been steadily increasing the public R&D budget in recent years. But despite such significant growth, there has been constant criticism about relatively low efficiency of R&D investment. Thus, the evaluation and management of R&D performance has now become an important consideration in national R&D activities. With this in background, the current study measures and compares the relative efficiency performance of technological development projects for regional strategic industries. In addition, this study investigates the major factors causing technical inefficiency and provides policy directions for improving the efficiency of the R&D investment in Korea. Unlike most previous studies, which adopted traditional radial DEA models, this study employs a input-oriented SBM model to examine the efficiency of R&D investment. The SBM is a non-radial method and deals directly with input excesses and output shortfalls (slacks). The results of this study suggest that a more efficient use of R&D subsidies is required in order to improve R&D performance. It is also suggested that the economic effects of R&D investment may not be realized in the short term, and thus additional research using longitudinal data is needed to confirm the findings. It is expected that the approach presented in this study could be used as a valuable reference in actual monitoring and evaluation of government-supported R&D projects.

사이버쇼핑몰 환경에서 물류서비스품질과 관계지향성의 관계

소순후,이광배 한국산업경제학회 2007 한국산업경제학회 정기학술발표대회 논문집 Vol.- No.추계

공급사슬관리하에서 물류아웃소싱 의사결정을 위한 Fuzzy AHP의 적용에 관한 연구 : 제3자물류업체 선정평가를 중심으로

소순후 한국산업경제학회 2006 산업경제연구 Vol.19 No.4

중소기업의 공급사슬관리시스템 수용에 관한 실증연구 : 기술수용모델과 혁신확산이론의 적용

소순후 한국산업경제학회 2004 산업경제연구 Vol.17 No.4