Managing quality attributes using customer satisfaction coefficient

송해근,김광필,Song, Hae-geun,Kim, Gwang-pil Korea Safety ManagementScience 2017 대한안전경영과학회지 Vol.4 No.3

The two-way quality theory has been widely used as a method for classifying quality attributes for several decades. In particular, the Kano model that classifies attributes into not just conventional one-dimensional but must-be and attractive has gained popularity due to its applicability and ease of use. However, the wordings of the five alternatives in the Kano's questionnaire has been criticised for unclear meanings. This study proposes a new two-way model to classify attributes using 5-point Likert scale alternatives. For this, the current paper investigated a case of TV sets to examine how the proposed model works in comparison with the Kano model. The application results of the proposed model are different from the original one. The two-way model classifies quality attributes in more detail such as the "one-dimensional with an attractive tendency" attribute, which has a greater influence on satisfaction than dissatisfaction, the opposite "one-dimensional with a must-be tendency" attribute, and "highly one-dimensional" and "less one-dimensional" attributes. In this study, a potential satisfaction coefficient (PSC), a potential dissatisfaction coefficient (PDC), and an average potential coefficient (APC) to manage quality attributes are proposed and discussed for their utilization.

일반품질연구 : 중요도-만족도 격차분석을 이용한 품질 속성의 우선순위 결정

송해근 ( Hae Geun Song ),임성욱 ( Sung Uk Lim ) 한국품질경영학회 2015 품질경영학회지 Vol.43 No.2

Purpose: To obtain the area for improvement, the Importance-Performance analysis(IPA) uses relatively simple questions, that is, satisfaction and importance at attribute level. However, no attempt has been made to consider the gap between own company``s performance and those of competitors in IPA, in the field of quality management. This study is aimed to suggest a new prioritizing method for improvement and to test for validity of the proposed technique. Methods: This study used data collected from Song and Lim(2015), which is satisfaction of employees, customers and competitors as well as importance data for 7 quality attributes of K animal hospital. A correlation comparison with other priority methods such as Bacon(2003)``s model and Matzler and Hinterhuber(1998)``s QI index is conducted. Results: The priority results by the proposed method shows better in correlation coefficient with customer perceived priority for improvement than other methods. Conclusion: From the result of the current study, it can be concluded that the result of the proposed method is valid, while it is relatively easy to understand and analyze, and therefore no additional survey is necessary for improvement priority.

AHP를 활용한 항공기상청 평가지표 가중치 개선

송해근(Hae-Geun Song),김준모(Jun-Mo Kim),임성욱(Sung-Uk Lim) 한국엔터테인먼트산업학회 2012 한국엔터테인먼트산업학회논문지 Vol.6 No.4

본 연구는 항공기상청의 운영 성과 향상을 위하여 이 기관의 주요 성과지표(KPI: Key Performance Index)에 대해 개선된 가중치 결정을 제안하였다. 이를 위해 지난 4년간(2008-2011)의 항공기상청의 KPI를 전략, 중점추진과제, 기본목표(비전/미션)에 대하여 분석하고 개선 방안을 검토하였다. 본 연구에서는 항공기상청 KPI의 가중치 결정을 위해 AHP의 쌍대비교를 적용하였으며, 분석 결과 항공기상청의 사내 직원 및 항공기상청장(김포공항기상대 대장)의 가중치가 서로 다른 것으로 나타났다. 이를 수렴하여 본 연구에서 제시한 가중치 개선안은 ‘새로운 도약을 위한 항공기상 가치 구현’이라는 이 기관의 목표를 달성하는데 유용한 가이드가 될 것으로 기대한다. This study proposes an improved importance determination of AMA(Aviation Meteorological Agency)’s KPI(Key Performance Index) to enhance it’s operational performance. For this, we analysed strategy, main tasks, and goals(vision/mission) of the KPI for last four years(2008-2011), and reviewed on improvements. To determine the relative importance of the AMA’s KPI, we used pair-wise comparison of AHP. The results show that there is significant difference between the importance value of AMA’s staff and that of the director of AMA(and the chief of Kimpo international airport meteorological observatory). Applying this result, the improved importance determination proposed in this study, is expected to be a useful guidance for achieving the AMA’s goal, that is, ‘Realization of aviation meteorological’s value for a new leap’.

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.

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.

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.

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.

기술성숙도 평가 지표에 관한 연구: 무기체계를 중심으로

안병철(Byung-Chul An),송해근(Hae-Geun Song),송광석(Gwang-Suk Song),윤정철(Jung-Chul Yun) 대한경영학회 2014 大韓經營學會誌 Vol.27 No.9