한국 서비스기업의 TQM 활동 효율성에 관한 연구 = A Study on the Efficiency of Total Quality Management Activities in Service Sector

다국어 초록 (Multilingual Abstract)

In this era of intense competition, TQM has become the key program in organizations as they strive for a competitive advantage. It has been applied to manufacturing and service sector since BNQA model was established in 1987. TQM literature for manufacturing sector abounds with empirical studies on the critical dimensions of TQM, but there is few empirical studies on the TQM evaluation for service sector.In this paper, two methodologies are applied to evaluate the TQM activities of service companies comparatively. One of them is the traditional scoring system(TSS) by analytic hierarchy process(AHP). The other is the efficiency measuring system(EMS) by data envelopment analysis(DEA). DEA outperformed other alternative methods to measure the efficiency and it can be applied to evaluate the TQM activities.The objective of this paper is to evaluate TQM activities of domestic service companies by applying TAE(Total quality management Activities Evaluation) model to them. The result of this study is that TSS scores are not significantly correlated with EMS scores. It means that service organizations must not only make efforts to get the higher scores in terms of TSS, but also take necessary steps to enhance their efficiencies.

참고문헌 (Reference)

1 "효율성 기준에 의한 건설업의 TQM 활동평가" 제8권^ (제8권^): 103-115, 1997

2 "품질경영활동의 효율성을 고려한 평가모형" 第26券 (第26券): 100-107, 1998.

3 "은행에서의 품질경영 은행 영업점에서의 고객만족도와 경영효율성을 중심으로" 4, : 354-369, 1997

4 "우리 나라 기업의 품질경영활동 평가에 관한 연구" 제8권^ (제8권^): 124-136, 1997

5 "서비스품질 우수기업 인증 심사기준" 2004.

6 "Winning the Service Game^Boston^MA" Harvard Business School Press 1995.

7 "The service encounterdiagnosing favourable and unfavourable incidents" 54 : 71-84, 1990

8 "Service encounter dimensions - a dyadic perspectivemeasuring the dimensions of service encounters as perceived by customers and personnel" 8 (8): 65-86, 1997

9 "Productivity analysis: Parametric and non-parametric applications" , Vol.80 (, Vol.80): 1995.

10 "Personnel/human resources manage- ment in the service sector" 10 : 1992-, pp.1-30.

11 "Operational, organizational,and human resource factors predictive of customer perceptions of service quality" 1 : 91-107, 1996

12 "Measuring the efficiency of decision making units" 2 : 429-444, no.6

13 "Measuring Network Effect in Energy Distribution Industry With Policy Implications for Industrywide Regulation" 1997.

14 "Discovering the Soul of Service:The Nine Drivers of Sustainable Business Success" Free Press (1999) :

15 "Customer switching behaviour in service industries exploratoryan study" 59 : 71-82, 1995

16 "Comparative site evaluation for locating a high-energy physics lab in Texas" 16 : -6, pp.35-49.

17 "A unified framework for the selection of a flexible manufacturing system" 85 : .297--315., 1995,

18 "A comparison of the traditional scoring system with the efficiency measuring system for evaluating the TQM activities" 第27券 (第27券): 47-56, 1999.