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학술 7 특별구두세션 : PB. 포스터세션2 ; 조직경영의 품질경영시스템 적용연구-프로세스를 기반으로 한 품질경영시스템 모델
김연성 ( Youn Sung Kim ),안옥현 ( Oung Hyun An ),윤용 ( Yong Yoon ) 한국품질경영학회 2014 한국품질경영학회 학술대회 Vol.2014 No.2
1. 목적 · ISO 9001 품질경영시스템 에서 제시하고 있는 프로세스 접근방식을 일반화하고 모델의 단점을 보완하여 품질경영시스템이 조직의 경영시스템으로 활용 될 수 있도록 하는 방안 제시 2. 연구설계/ 방법론/ 접근방법 · 기존 품질경영시스템 및 BSC 관련 연구를 탐색하여 기존 모델의 한계점 고찰 · 프로세스 접근방식의 품질경영시스템 모델을 일반화하고 보완한 새로운 모델 제시 · 새로운 모델을 적용하여 조직의 경영시스템을 구축 운영하는 사례 검토 3. 연구결과 · 프로세스 접근과 균형성과평가(ESC)가 결합된 새로운 품질경영시스템 모델 제시 · 새로운 품질경영시스템 모델을 활용한 조직의 지속적 개선방안 제시 4. 실무적 시사점 · 기존 모델에 대한 이해 부족 및 기존 모델이 가지고 있는 한계성 극복으로 국내 품질경영시스템 도입 기업들이 품질경영시스템을 바탕으로 지속적 개선을 해나갈 수 있도록 하는 논리적인 지침을 제공 5. 독창성/ 가치 · 경영내용의 풋볼차트를 통해 프로세스 접근방식의 품질경영시스템 모델을 일반화하고 확장 · 성공적 프로세스 운영을 위한 성과평가체계를 논리적으로 이끌어 내어 균형성과평가(BSC) 관점을 일반화 · 일반화된 프로세스 상호관계와 일반화된 균형성과관리를 결합하여 새로운 품질경영시스템 프레임워크(framework) 제시 · 품질경영시스템 도입조직들이 새로운 모델을 활용하여 지속적 개선에 용이하게 접근
김연성(Kim, Youn Sung) 한국서비스경영학회 2011 서비스경영학회지 Vol.12 No.4
Lotte Home Shopping is one of the best service companies in Korean retailing industry. This case presents points of benchmarking issues in the practice of customer satisfaction management by Lotte Home Shopping. In this case 6C chain was introduced to explain Lotte Home Shopping business model. 6C means CEO(C-level executive), cast(employee), customer, co-creator(supplier), company shareholder (investor) and community(society). Besides typical VOC(Voice of customer), 6 more VOCs also are suggested in this study. This case illustrates how a company can develop its customer satisfaction activities and develops a conceptual framework that can link 6C which is all the major participant of the company business.
김연성(Youn Sung Kim) 한국경영학회 2017 한국경영학회 통합학술발표논문집 Vol.2017 No.08
본 연구에서는4차 산업혁명으로 새롭게 등장할 새로운 제품과 서비스, 솔루션 등에서 품질은 어떤 의미를 가질 것인지 분석하여 제시하고자 한다. 4차 산업혁명으로 공장도 사무실도 모두 변화가 있을 것이며, 가빈 박사가 제시한 8가지 품질 차원이나 PZB에 의해 제안된 SERVQUAL의 5가지 서비스품질 차원은 이제 새로운 전기를 맞아 새롭게 변화될 것으로 기대된다. 4차 산업혁명시대를 맞이하여, 기업은 무엇으로 경쟁하고 어떻게 성과를 낼 것인가를 품질의 미래에 초점을 맞춰 사례 중심으로 분석하고자 한다.
학술 7 특별구두세션 : PB. 포스터세션2 ; 셀 생산방식 도입에 성공요인에 관한 연구
김연성 ( Youn Sung Kim ),강춘소 ( Chun Zhao Jiang ),신영식 ( Yeong Shik Shin ) 한국품질경영학회 2014 한국품질경영학회 학술대회 Vol.2014 No.2
1. 목적 · 기존 라인 생산방식에서 셀 생산방식으로 전환하였을 때의 문제점을 분석하여 성공요인들을 제시하고자 한다. 2. 연구설계/ 방법론/ 접근방법 · 지금까지 관련된 연구를 정리, 종합 및 재검토, 성공사례 등을 통해서 성공요인들을 도출 3. 연구결과 · 라인 생산방식에서 셀 생산방식으로 전환하였을 때의 성공요인을 제시 4. 실무적 시사점 · 기업 외부환경 변화로 셀 생산방식으로 전환을 필요한 기업에게 지도방법을 제공 5. 독창성/ 가치 · 라인 생산방식에서 셀 생산방식으로 전환할 때의 문제점 및 해결방안을 총괄적으로 제시
품질사례 : 세계 시장을 주도하는 소형 가전의 품질평가 사례 연구 -식품건조기를 중심으로-
김연성 ( Youn Sung Kim ),김종만 ( Chong Man Kim ),서진영 ( Jin Young Sirh ),임성욱 ( Sung Uk Lim ),최정일 ( Jeong Il Choi ),김서영 ( Seo Young Kim ) 한국품질경영학회 2014 품질경영학회지 Vol.42 No.2
Purpose: The aim of this study is to gain a competitive advantage in the global marketplace by examiningthe current situation of three domestic Food Dehydrator companies` products. Food Dehydrators are sortof small domestic appliances(SDA), first introduced by Korean companies. Furthermore, this study suggeststhe improvement plans in the rapidly changing world situation. Methods: Evaluate through comparing three domestic Food Dehydrator companies` products based on thePQI(Premium Quality Index) model, developed by product quality evaluation experts group. Results: At first, we classified evaluation factors into three parts - usability quality, emotional quality - andeach of the factors includes sub factors. Under this condition, the results of this study are as follows; thebrand quality is remaining at a high satisfaction level compare to other two factors but emotional qualityis assessed to be low. This study has shown at customers consider brand and usability quality factors asthe most important factor due to the nature of the product. Conclusion: As the possibility of increasing customer needs such as product design and sensitive quality besides usability quality has risen in a competitive global market, the manufacturing companies in Korea are recommended to put forth the necessary effort to improve their product quality, especially in terms of emotional quality.
CC<sup>2</sup>로 분석한 인천항만공사의 고객공헌 변화 스토리
김연성(Kim, Youn Sung),유홍성(Yoo, Hong Sung) 한국서비스경영학회 2012 서비스경영학회지 Vol.13 No.4
Incheon Port Authority(IPA) is a representative public enterprise for the social as well as economic benefit of Korean community. This case presents contribution model of a public company in terms of corporate social responsibility and corporate customer satisfaction. To do analysis we suggest the new model, which is “Chain of Contribution(CC2)”. In this case the chain is consisted of “CEO-Cast-Customer-Community”. We can follow the chain and then can figure out the efforts and results of each step of chain by the IPA.
김연성(Youn Sung Kim),유홍성(Hong Sung Yoo),김순철(Sun Cheol Kim) 한국경영과학회 2015 한국경영과학회지 Vol.40 No.1
This study drew performance management factors analyzed a causal link between acceptance and satisfaction of performance management to present the method for promoting acceptance on the performance management system that most of the public enterprises, government-affiliated organizations are implementing. To achieve this, qualitative analysis and quantitative analysis were conducted in parallel through in-depth case studies and surveys. The results of this study are as follows. First, the analysis of the performance management factors with preceding studies shows that performance management indicators, performance management operations and performance management communications. Second, from the causal relationship of performance management factors affecting performance management acceptance reveals that performance management operation has statistical significance. Third, the analysis of the effect of performance management factors on the management satisfaction shows that operation and indicator of the performance management have statistical significance and reflecting the performance indicators to business, adequacy of target level, training, system support and CEO’s Leadership have been revealed as important variables to the management satisfaction. Fourth, the result of the analysis on casual connection between acceptance and satisfaction of the performance management shows that improving management acceptance has a direct impact on satisfaction because performance management receptiveness were deemed statistically significant. Fifth, the result of the in-depth case studies on improving performance management acceptance shows that public enterprises have been putting in an effort to design indicators and try to encourage internal member"s involvement during the monitoring and evaluation. The quantitative analysis based on survey has turned out that performance management operation and performance management indicators have statistical significance. The qualitative analysis by in-depth analysis shows that public enterprises put a lot of effort to performance management indicators and communication between internal members. As a result, commitment to performance management operation is required to improve the performance management acceptance. In other words, a detailed implementation plan for training, information system support, and CEO"s leadership has to be established and ought to be pushed.