한국 스마트팩토리품질이 생산성향상과 유연성향상에 미치는 영향: 조직학습의 매개효과 중심으로

김현규 한일경상학회 2021 韓日經商論集 Vol.93 No.-

Purpose: The purpose of this study is to focus on analyzing the direct influence relationship of vision, cooperation shared through organization learning, superior’s leadership, individual ability development and participatory decision making on the productivity and flexibility improvement, and to identify whether the smart factory quality is necessary in improving the productivity and flexibility. Therefore, targeting the manufacturing workers in Busan and Gyeongnam region, it intends to research the effect of understanding smart factory quality on the productivity improvement and flexibility improvement, and identify whether smart factory quality has the mediating role of organization learning in the relationship between productivity and flexibility improvement. Research design, data, and methodology: Total 400 questionnaires are distributed, and 83.5%(334 copies) are collected, and 57 copies with unfaithful responses are excluded among them, the statistic analysis is conducted to final 277 copies. The data collected through survey is coded and analyzed by IBM SPSS 25.0 and AMOS 25.0 statistics package. In order to check the regularity based on the data collected through survey, and the values of descriptive statistics, skewness and kurtosis of each questions on survey items and frequency analysis are identified and reviewed the appropriateness of many questions suggested through the Exploratory factor analysis in relation with smart factory quality, productivity improvement, Flexibility improvement, organization learning. And the internal consistency of variables is verified through the reliability analysis and correlation analysis using Cronbach’s α value. Finally, the mediating regression analysis is conducted to check the mediation of organization learning. Results: As a result of hypothesis verification, the smart factory quality is found to have the significant impact on the productivity improvement and flexibility improvement. As a result of mediating regression analysis of organization learning, the organization learning is analyzed to have partial mediating effect in the relationship between smart factory quality and productivity improvement. Implications: These study results mean that the smart factory quality influences the productivity improvement without the organization learning, mediating factor, in the relation between smart factory quality and productivity improvement. In relation between smart factory quality and flexibility improvement, the organization learning is analyzed to have the partial mediating effect. These study results mean that the smart factory quality influences the flexibility improvement without the organization learning, mediating factor, in the relation between smart factory quality and flexibility improvement.

Continuous Quality Improvement as a Central Tenet of TQM: History and Current Status

( Behrooz Lahidji(phd) ),( Walter Tucker(phd) ) 한국품질경영학회 2015 한국품질경영학회 학술대회 Vol.2015 No.2

Purpose: The great promise of continual quality improvement advocated by early quality gurus like Deming and Juran has not been fully realized. This paper explores the reasons for the limited success of implementation and institutionalization of continuous quality improvement. Approach: About 100 quality professionals from a wide range of organizations answered questions related to this study. Additionally, the authors executed a wide ranging literature search including the use of Google Scholar. Findings: Nearly all quality professionals queried in this study agree that compliance to an external quality standard such as ISO is mandatory for their organizations. However, there is a wide range of opinions as to whether or not compliance with the continuous improvement proviso in most quality standards is actually implemented and functioning. Research limitations/implications: The sample size is small and there is a need for a larger universe of both quality professionals and academic researchers. Practical implications: Many organizations from a broad array of economic sectors both public and private must comply with external quality standards. Most external quality standards contain a requirement for evidence of continuous improvement. However, the potential for improvement associated with compliance is frequently not realized. Originality/value: Continuous quality improvement is central to many quality standards including ISO 9001. Unfortunately, many ISO compliant organizations are unable to operationalize and sustain the process of continual improvement. This paper provides a novel examination of this problem and suggests ways that organizations can leverage the potential for improvement via their existing quality systems.

의료기관 QI 담당자의 목표추구몰입에 관한 연구

김미숙,박재성,Kim, Mi-Sook,Park, Jae-Sung 보건의료산업학회 2008 보건의료산업학회지 Vol.2 No.1

The purpose of this research is to provide the data base for the activation of Quality Improvement operation through investigating the status of Quality Improvement operation, and finding out factors influencing on the goal-orientation of QI performers in the medical centers of more than one hundred beds where are practicing Quality Improvement operation. In order to reach the purpose, document study was carried out grounded on the proceeding researches and formulated statistical data in relation with the status of Quality Improvement performers, and proof study was carried out through questionnaire survey. The subjects of the survey were the Quality Improvement performers working in seventy three medical centers in Pusan-Gyeongnam, Daegu-Gyeongbuk, and Ulsan. Among eighty three Quality Improvement performers, fifty, five were questionnaire surveyed, on the result of which Reliability Analysis, Factor Analysis, and Multiple Regression Analysis were made, using statistical program. The the results of the proof analysis on this research are as follows. First, in the factors influencing the devoting to goal pursuit of QI performers, organization-goal contribution(0.44) had significant positive effects, while organization conflict(-0.25) had significant negative effects. In other words, the higher the organization-goal contribution was, the higher the devoting to goal pursuit was, while the less the organization conflict was, the higher the devoting to goal pursuit was, which was statistically significant.(p<0.05). Second, in the aspect of goal performance types of QI performers, the process-centered type showed high level of the devoting to goal pursuit, which was statistically significant.(p<0.05). Third, in the aspect of QI performance degree, the higher the devoting to goal pursuit was, the higher the QI performance degree was, which was statistically significant.(p<0.05). In addition, the performers who perceived their workplaces organic structure showed much higher QI performance degree, which statistically significant.(p<0.05). Generalizing the results of this research, it is possible to offer a few suggestions as follows. First, as the competition among the medical centers is more severe recently owing to medical center evaluation system, medical centers are practicing various Quality Improvement operation in all of medical services such as clinical performance and management performance, to reach the purpose of both cost-cutting and medical quality improvement. Thus in order to practice Quality Improvement operation more efficiently in medical centers, it is essential to nuke use of problem-solving methods and statistical members. This as the willingness of chief executives and positive attitude and recognition of organization members. This requires the installation of divisions in charge and disposition of persons in charge, not to speak of persistent training of Quality Improvement. Second, the divisions in charge of QI carry out Quality Improvement operation at the medical center level, and take the role of generalizing and adjusting QI performances of various departments. Owing to this role, the division in charge of QI is considered indispensable organization in the QI operation of medical centers along with medical QI committee, while it contributes to the government's goal of reducing quality level gaps among medical centers. Therefore it is necessary for government and QI organizations to give institutional support and resources for the sake of QI operation of medical centers, besides to supply systematic trainning and informations to the divisions and persons in charge of QI. Third, it is certain that disposition of persons in charge should be determined in view of the scale and the scope of QI operation in medical centers.

서비스품질을 고려한 경영혁신 지원 솔루션의 개발

박창순(C. S. Park),안선응(S. E. Ahn),신완선(W. S. Shin),유진성(J. S. Ryu),박재우(J. W. Park),우문규(M. K. Woo) 한국산업경영시스템학회 2008 한국산업경영시스템학회지 Vol.31 No.2

  Most organizations have recently put more emphasis on the improvement in service quality. This phenomenon could come from the recognition that service quality plays an essential role in enhancing organization"s business performance. Hence this paper presents a framework for improving such service quality. The presented framework involves the methodology for (ⅰ) developing service quality indices, (ⅱ) measuring and evaluating service quality, (ⅲ) analyzing the level of service quality, (ⅳ) constructing the quality improvement road map, (ⅴ) determining the quality improvement action plan. This methodology is intended to create self-sustaining improvement in service quality from the entire organization"s perspective. An illustration is also given.

建設工事 實態分析을 통한 組織管理 改善方案

최병주,김옥규,최현,최석우 한국건축시공학회 2008 한국건축시공학회지 Vol.8 No.2

Domestic exoteric construction market by opening of world construction market with recent FTA of rapidly change. On these time, need quality increase of construction to possess government official and international competitiveness of customer satisfaction by offering consumer building of good quality. Therefore, must establish direction to inspects and must advance forward formation government official's present actual conditions for building company's QI. This study is as following if summarize studying result of formation government official to improve quality in construction spot. First, formation's CEO will for QI need side improvement the formation government official enemy by important thing. Second, QI checking activity and systematic action that participate of responsible persons cooperation enterprise space-time by complete charge department organization should be achieved. Third, complete charge department for quality control operation large size construction firm substantially formation Organizational well operate, but heavy hydrogen building company was construed by greatly unprepared misgovernment. AHP analysis result complete charge department is serious necessity, and the CEO under direct control organizational structure was construed by thing which can bring excellent effect in operation management side of quality business side and formation. Therefore, heavy hydrogen building company should does to occupy competitive power high position with tissue at active quality complete charge deputy. Domestic exoteric construction market by opening of world construction market with recent FTA of rapidly change. On these time, need quality increase of construction to possess government official and international competitiveness of customer satisfaction by offering consumer building of good quality. Therefore, must establish direction to inspects and must advance forward formation government official's present actual conditions for building company's QI. This study is as following if summarize studying result of formation government official to improve quality in construction spot. First, formation's CEO will for QI need side improvement the formation government official enemy by important thing. Second, QI checking activity and systematic action that participate of responsible persons cooperation enterprise space-time by complete charge department organization should be achieved. Third, complete charge department for quality control operation large size construction firm substantially formation Organizational well operate, but heavy hydrogen building company was construed by greatly unprepared misgovernment. AHP analysis result complete charge department is serious necessity, and the CEO under direct control organizational structure was construed by thing which can bring excellent effect in operation management side of quality business side and formation. Therefore, heavy hydrogen building company should does to occupy competitive power high position with tissue at active quality complete charge deputy.

Application of Korean Standard Quality Excellence Index for Strategic Quality Improvement Planning in Korea

( Sangwook Park ),( Nina Shin ),( Soongeun Lee ) 한국품질경영학회 2015 한국품질경영학회 학술대회 Vol.2015 No.2

Purpose: As an ongoing pursuit of quality excellence, Korea continues to perform annual product quality evaluation based on Korean Standard Quality Excellence Index (KSQEI) across multiple industries by representative customers and experts in each industry. As a result, KSQEI has been providing a reliable quality measurement to the customers while providing a guideline for quality improvement planning to the firms. This study analyzes the current level of product quality in Korea and investigates the impact of quality elements on consumer``s satisfaction. Methodology/Approach: The most recent KSQEI measurements are analyzed in order to assess the current level of product quality in Korea. Comparisons of weighting methodologies are performed based on AHP, entropy, and a compromised weighting approach. Multiple linear regression analyses are also conducted to identify the effectiveness of product and hedonic quality elements on consumer``s satisfaction. Findings: The quality improvement priority orders vary depending on the chosen perspective of objective or subjective methodological tool Additionally, the implicit inferences indicate that firms need to set up improvement strategies by considering consumer``s satisfactory group as well as firm``s unique differences. Research Limitation/implication: This study has been performed based on the scope of Korean quality index measurement, KSQEI, which is a representative national quality evaluation system. The index has been initially designed as a generic model to evaluate the product quality within domestic environment. Therefore, feedbacks of global consumers were not available for this study. Originality/Value of paper: This research is based on the most recent results of KSQEI through which national quality levels have been measured for 100 firms over 20 industrial groups. For each industry, 717 respondents (90% consumers and 10% experts) on the average have been surveyed in order to assess the product quality, hedonic quality, and consumer``s satisfaction. This study reveals the current level of product quality in Korea and delineates both the importance of weighing methodologies and the prioritization strategy using consumer``s satisfactory group when employing KSQEI for quality improvement.

Education as a catalyst for healthcare transformation -Experiences from a quality improvement education initiative

( Bo Bergman ),( Andreas Hellstrom ),( Svante Lifvergren ) 한국품질경영학회 2015 한국품질경영학회 학술대회 Vol.2015 No.2

Purpose - Quality improvement programs are still quite rare in healthcare, and often healthcare professionals that are given roles like ―quality managers”, ―organization development” or ―improvement leaders” do not have a common understanding of a basic underlying theory of quality improvement. As Deming, inspired by the pragmatic philosopher C I Lewis, said: ―Without a theory experiences teaches nothing”. In 2003 the Division of Quality Sciences at Chalmers was asked to provide a common theory to quality managers and improvement leaders - an academic course (30 ECTS) was created. Based on the very positive responses from the participants of this course and their employers we decided to create a Centre for Healthcare Improvement (CHI) at Chalmers with a focus on research and education with a pronounced objective to make a difference to healthcare organizations especially in the region of Vastra Gotaland. From these experiences we want to suggest that education could be used as a catalyst for healthcare transformation. Methodology - Since the starting point of the educational initiative in 2004 we have followed the development of improvement activities and educational initiatives in the surrounding healthcare system, i.e. the Vastra Gotaland region with special emphasis on the Skaraborg hospital group and the Regional Cancer Centre Vast as cases. Findings - Education has been at the core of the initiative at CHI and a lot of improvement activities have been catalysed through the course participants and their organizations. A research program with an action research profile supporting healthcare transformation has been created. The education together with this research has created a snowball effect leading to many improvement projects and a shift towards an improvement, process oriented and customer/patient focused culture in the participating healthcare organizations. Originality - In today´s search for remedies of the emerging health care crisis new ways of improving healthcare are needed. Education has been suggested as an important possibility. However, few long term results have been published - especially not long term effects from continual education in improvement science. The contribution herein gives a contribution to the literature on improvement science and corresponding education initiatives.

Kano 모델과 PCSI Index를 활용한 공공도서관 노인 서비스 품질 개선에 관한 연구

엄재은,김성희 한국도서관·정보학회 2023 한국도서관정보학회지 Vol.54 No.1

The purpose of this study is to classify the quality attributes of service quality for the elderly in public libraries, derive satisfaction coefficients and dissatisfaction coefficients, and present the priority improvement of service quality. To this end, a survey was organized with 22 questions from LibQUAL+ for elderly users who use library in uiseong-gun, gyeongsangbuk-do. Quality factors for service were classified into three areas of LibQUAL+ based on the kano model, and the satisfaction index and dissatisfaction index felt by users for each service quality were calculated through timko’s customer satisfaction coefficient. Based on this, a Potential Customer Satisfaction Improvement index (PCSI index) was obtained to determine how much user satisfaction can be improved when actual requirements are met. As a result of classification of quality attributes of service quality, it was classified into 9 attractive quality, 7 one-dimensional quality, 1 indifference quality, and 5 must-be quality. In the improvement ranking for service, the first place was ‘making electronic resources accessible from my home or office’, the second place was ‘print and/or electronic journal collections I require for my work’ and the third place was ‘a library web site enabling me to locate information on my’. It is expected that the study results can be used to present quality factors that should be managed and improved first when providing services for the elderly. 본 연구의 목적은 공공도서관 노인 서비스 품질의 품질 속성을 Kano 모델에 근거하여 분류하고 만족계수와 불만족계수를 도출해 서비스 품질의 우선 개선순위를 제시하는 것이다. 이를 위해 경상북도 의성군 A 도서관을 이용하는 노인이용자를 대상으로 LibQUAL+의 22개 문항으로 설문을 구성하였다. Kano 모델에 기반하여 LibQUAL+의 3가지 영역으로 부문별 품질 요인들을 분류하고 Timko의 고객만족계수를 통해 각 서비스 품질마다 이용자가 느끼는 만족 지수와 불만족 지수를 산출하였다. 이를 바탕으로 잠재적 고객 만족개선지수(PCSI Index)를 구해 실제 요구사항이 충족되었을 때 이용자 만족이 얼마나 개선될 수 있는지 파악하였다. 분석 결과 서비스 품질 속성은 매력적 품질 9개, 일원적 품질 7개, 무관심 품질 1개, 당연적 품질 5개로 분류되었다. 서비스 품질 개선 순위에서 1위는 ‘도서관 전자자료의 자유로운 교외접속’, 2위는 ‘연구, 학습에 필요한 인쇄 및 전자저널 소장’, 3위는 ‘필요한 정보를 찾을 수 있도록 하는 도서관 홈페이지’로 조사되었다. 연구 결과는 노인 서비스 제공 시 우선적으로 관리 및 개선해야 할 품질 요인을 제시하는데 활용될 수 있을 것으로 기대한다.

ISO/TS 16949 품질 경영 시스템이 프로세스 개선과 고객 만족 및 조직 성과에 미치는 영향에 대한 연구

남재상,한용희 한국기업경영학회 2015 기업경영연구 Vol.22 No.4

As a specific requirement for organizations that produce automobiles and parts and provide related services, ISO/TS 16949 Quality Management System has innovatively helped establish the foothold for the automobile industry of our country and settle down automobile quality management systems. In the late 2014, there were 4728 organizations having ISO/TS 16949 certification, and our country was in 2nd place, following China, in terms of certification records. Based on ISO/TS 16949 certification, many certified companies are making positive results in delivering products to foreign and domestic complete automobile enterprises as well as enhancing development by internalizing specialized automobile quality management systems. On the contrary, some ISO/TS 16949-certified companies are still acquiring the certification simply to respond to customers’ requests, not to seek constant improvement, and are not being able to continuously maintain or improve the system. The purpose of this study is to analyze process improvement through appropriate support for requirements of ISO/TS 16949 Quality Management System and organizational members, and the causal relationship between customer satisfaction and organizational performance according to the process improvement, derive related problems, and based on the study results, suggest effective measures for automobile suppliers to establish or execute quality management systems. To this end, literature research and an empirical analysis were conducted. For literature research, foreign and domestic academic journals, dissertations, research literatures, publications, and statistical data related to requirements of ISO/TS 16949 Quality Management System were collected and used as research data, and to verify the study model, an empirical analysis was conducted through a survey. The collected data was analyzed by using SPSS 18, SPSS Macro, and LISREL 8.72, and research hypotheses were verified based on a mediated moderation model analysis. The study results are as follows. First, it turned out that requirements of ISO/TS 16949 Quality Management System positively influence process improvement. Second, it turned out that perceived organizational support has a significant mediating effect between requirements of ISO/TS 16949 Quality Management System and process improvement. Third, it turned out that process improvement positively influences customer satisfaction. Finally, it turned out that process improvement positively influences organizational performance. The study results indicate that the process can be improved through requirements of ISO/TS 16949 Quality Management System and proper support for organizational members. With this process improvement, customer satisfaction and internal organizational performance can be enhanced. Thus, when organizations producing automobiles, parts, or providing related services prepare for ISO/TS 16949 certification to enhance their performance, they need to be strategically prepared considering the results of this study. 본 연구는 ISO/TS 16949 품질 경영 시스템의 요구 사항 및 조직 구성원에 대한 적절한 지원을 통한 프로세스 개선, 그리고 프로세스 개선에 따른 고객 만족 및 조직 성과간의 인과 관계를 분석하여 문제점을 도출하고 연구 결과를 토대로 자동차 완제품 및 부품 제조 조직들이 자동차 품질 경영 시스템을 구축하거나 운영하기 위한 효과적인 방안을 제시하였다. 연구 모형을 검증하기 위하여 설문 조사를 통해 실증 분석하였으며 다음과 같은 결과를 도출하였다. 첫째, ISO/TS 16949 품질 경영 시스템 요구 사항은 프로세스 개선에 긍정적으로 영향을 미치는 것으로 나타났다. 둘째, 지각된 조직 지원은 ISO/TS 16949 요구 사항과 프로세스 개선 간의 사이에서 유의한 조절 효과를 미치는 것으로 나타났다. 셋째, 프로세스 개선은 고객 만족 성과에 긍정적인 영향을 미치는 것으로 나타났다. 넷째, 프로세스 개선은 조직 성과에 긍정적인 영향을 미치는 것으로 나타났다. 따라서 향후 자동차 생산 및 관련된 서비스 및 부품 생산 조직이 자사의 성과를 강화하기 위하여 ISO/TS 16949 인증을 준비할 경우 본 연구 결과를 고려하여 전략적으로 대처해야 할 것으로 판단된다.

Kano 모형과 PCSI Index를 활용한 자동차 정비 서비스품질 평가

황정엽(Hwang, Jung-Yup),김채복(Kim, Chae-Bogk),박성민(Park, Sung-Min) 한국경영교육학회 2021 경영교육연구 Vol.36 No.5

[연구목적] 본 연구의 목적은 자동차 정비 서비스품질의 품질 속성을 분류하고, 만족계 수와 불만족계수, 서비스품질에 대한 우선 개선 순위를 제시하는 것이다. [연구방법] 설문에는 총 25개의 서비스품질 설문 문항을 사용하였으며, 서비스품질의 품질속성(일원적, 매력적, 무관심, 당연적, 역)을 분류하기 위하여 Kano 모형을 사용하였다. 분류된 서비스품질의 품질속성을 바탕으로 고객만족계수를 통해 만족계수와 불만족계수를 산출하였다. 마지막으로 서비스품질의 우선개선 순위를 도출하기 위하여 PCSI Index를 사용하였다. [연구결과] 서비스품질의 품질속성 분류 결과, 매력적 5개, 일원적 12개, 6개, 무관심 2개로 분류되었으며, 우선개선순위에서 1위는 정비요금의 일관성, 2위는 정비내용에 대한 정확한 발급, 3위는 부대시설(고객 대기실)로 나타났다. [연구의 시사점] 그동안 자동차 정비 서비스품질은 일차원적으로 분석되었으나, Kano 모형을 통해 주관적 차원과 객관적 차원으로 서비스품질의 품질 속성을 분류하였다. 뿐만 아니라 각 서비스품질에 대한 고객의 만족·불만족 범위를 파악하였다. 마지막으로 서비스 품질 우선 개선 순위 도출을 통해 서비스품질 개선에 대한 효과적이고 효율적인 방안을 제시하였다. [Purpose] The purpose of this study is to classify the quality attributes of automobile maintenance service quality, and to present priority improvement priorities for satisfaction coefficients, dissatisfaction coefficients, and service quality. [Methodology] A total of 25 service quality questionnaire items were used for the questionnaire, and the Kano model was used to classify the quality attributes of service quality. The satisfaction coefficient and the dissatisfaction coefficient were calculated through the customer satisfaction coefficient. PCSI Index was used to derive the priority improvement order of service quality. [Findings] As a result of classifying the quality attribute of service quality, it was classified into 5 attractive, 12 unified, 6 natural, and 2 indifferent. In the priority improvement ranking, the 1st place was the consistency of maintenance fees, the 2nd place was accurate issuance of the maintenance contents, and the 3rd place was auxiliary facilities (customer waiting room). [Implications] Through the Kano model, the quality attributes of service quality were classified into a subjective dimension and an objective dimension. In addition, the degree of satisfaction and dissatisfaction felt by customers for each service quality was identified. Finally, an effective and efficient plan for service quality improvement was suggested by deriving priorities for improvement.