고객지향적 자산관리서비스 전략: 한국투자증권 사례연구

김민정 ( Min Jeung Kim ),이성수 ( Seongsoo Lee ),김시월 ( Si Wuel Kim ) 한국소비자학회 2012 소비자학연구 Vol.23 No.3

본 연구는 종합자산관리서비스가 갖추어야 하는 요소를 파악하고, 최근 한국투자증권에서 신개념 자산관리서비스로 출시한 I``M YOU에 대한 사례분석을 통해 차별화 포인트 및 대고객 전략을 분석하고 이를 금융서비스품질 평가지표와 대조하여 현황을 파악하고자 하였다. 우선, 문헌고찰을 통해 종합적인 자산관리서비스가 갖추어야 하는 요소를 파악한 결과 개별성과 복합성, 그리고 맞춤형이 필요한 것으로 나타났다. I``M YOU의 차별화 전략과 고객만족을 위한 전략을 살펴본 결과는 다음과 같다. 첫째, “I``M YOU”는 구체적인 운영프로세스로 관리되고 있었다. “I``M YOU” 상품의 설계와 서비스는 경제/시황을 정량적 지표와 정성적 판단의 조화를 통해 판단한 후 적절한 자산배분을 위해 체계적인 단계를 거쳐 편입자산을 선정하고 지속적인 운용경과의 점검과 리스크 관리가 이루어지는 단계를 거치고 있었다. 둘째, “I``M YOU”는 경기 선행지수를 활용해 투자 비중을 계량화하고, 시장국면별 자산을 배분하는 가이드 역할로써, 실물경기국면을 가시적으로 제시하는 한국투자증권만의 독창적인 ‘KIS 투자시계’를 활용한 차별화된 자산운용기법을 적용하고 있었다. 셋째, 기존의 고객의 자산증감에 상관없이 부과하던 수수료 체계에서 벗어나, 고객의 자산규모에 따라 일정률을 부과 하는 후취수수료 체계를 도입함으로써 고객과 이해관계가 일치하는 합리적인 수수료를 산정하고 있었다. 넷째, I``M YOU는 고객의 계좌를 단위로 자산을 운용함으로써 고객 스스로 자신만의 포트폴리오 현황과 수익률 등을 실시간으로 조회할 수 있고, 매월 성과보고서를 제공하며 자산운용과 관련한 다양한 전문 투자지식 및 노하우를 습득할수 있도록 지원하고 있다. 다섯째, I``M YOU는 고객의 투자성향과 자산운용에 대한 일임의 정도를 반영하여 상품을 제시하였다. 특히, 각 상품들은 위험의 정도가 다른 만큼 수익 성과에도 차이가 발생하게 되는 점을 감안하여 상품라인별로 수수료율을 차등 적용(연 1.8%~연 2.5%) 함으로써 투자성향이 다른 고객들 간의 수수료에 대한 불만을 해소하고자 하였다. 여섯째, I``M YOU는 다양한 투자자산을 1개의 계좌에서 포괄적으로 편입하여 운용 및 관리함으로써 고객에게 편리한 one-stop 서비스를 제공하고 있었다. 마지막으로 본격적인 자산관리서비스 제공을 위한 종합영업직군제의 시행, 완전판매를 위한 직원들의 역량강화 교육, 고객응대를 위한 서비스 매뉴얼 북 제작, CS day 시행 및 Image Plus와 CS 탐구생활 프로그램 운영 등 다양한 CS교육과 VOC위원회 활동을 통해 고객만족을 실천하고 있었다. 이러한 결과를 종합한 결과, 한국투자증권의 I``M YOU는 금융서비스품질 평가지표 중 INPUT 요소의 대부분을 충족시키는 것으로 보여 지고, 종합자산관리서비스로써 갖추어야 하는 요소인 개별성과 맞춤성이 잘 반영되어 있다고 판단되었다. The purpose of this study is to inspect the details of wealth management service that every financial businesses provide to dominate the financial market in advance, to examine the state of the art on the quality of the service, and to grab what is needed for true wealth management service. So, this study analyzed the case on “I`M YOU” of Korea Investment & Securities Co.(hereafter KIS), which is assessed as a successful wealth management service lately. I`M YOU is the wealth management service which KIS will intend to become a lifetime companion with customers, enabling them to reach their goals, and which has launched at March, 2010 and made a good record up to now. Through this case analysis, we could identify necessary conditions that wealth management services of local securities companies are needed to become a total financial services. The result of the study will be useful as informations to preoccupy and maintain competitive edge in the filed of financial industry including banking and insurance businesses. First of all, we conducted literature review and found individuation, complexity, and customization as required components of collective wealth management service. We exploited Evaluation Framework of Financial Service Quality of Kim et al.(2011) based on Oh`s(2010) evaluation model of financial service in order to assess differentiation strategy and customer satisfaction of I`M YOU. The results are as follows. First, I`M YOU has applied KIS Investment Clock to asset management. It plays a role in predicting market trend being important in asset allocation strategy. KIS acquired the exlusive right of using from Korea Financial Investment Association for originality that is showing tangibly each phases of real economy by expressing economic cycle as a clock. It coincides with evaluation index of Kim et al.(2011) that wrap account should be based on specific analysis of risk and structure to provide high level of financial investment service. Second, I`M YOU has managed by concrete processes. Each processes of asset management is related to research division, committee for investment strategy, and committee for product selection. And it has decided allocation weight of asset enrolled in relation to KIS Investment Clock according to customers propensity on investment. Especially, enrolled asset has been allocated to a proper account through four stages, not simply account to be good outcome. It coincides with evaluation index of Kim et al.(2011) that financial service should be advanced and secured superior consulting competency and expertise, assesses as a component of preand post-purchasing service to provide customizing service. Third, I``M YOU has intended to settle conflict between customers and the company through application of reasonable fee system. That is, it adopted constant ratio plan in relation to asset scale. But existing convention of the field of financial service is to impose sales commission, asset management fee, and so forth separately. This change is meaning that profit of the company and employees is enlarged also, so makes the company and employees display their competencies to enlarge customers`` asset in their positions. Therefore, this factor coincides with appropriateness index of Kim et al.(2011) on service fee based on commission level, and with service factor of reasonability of product design and sales process in considering from when designed and developed product. Fourth, I``M YOU has shaped extensive service line-up and proposed services in considering customers`` investment propensity and the degree of trust on asset management. Especially, because each service carry out profit differently in terms of different level of risk, individual service has adopted different fee ratio (1.8%~2.5% a year) depending on customers`` investment propensity, which has settled their dissatisfaction. Therefore, I``M YOU meets with diversity and reaching high quality of alternative financial investments, is estimated to endeavor to design and develop services and to protect conflict between the company and customers. Fifth, I``M YOU has made customers ask for their current state of portfolio and rate of return directly, has presented outcome report including judgment and related factors on economic status and market condition monthly. And as long as customers want, it has presented various professional investment knowledge and know-how in relation to asset management. Therefore, we estimated that I``M YOU coincide with the factor of Kim et al.(2011) of whether to announce asset management information in diversity publicly and whether to announce the contents of financial consulting service and its changes in rapidity, besides it endeavor financial education for consumers. Sixth, I``M YOU has presented one-stop service to customers by managing one account including home and foreign stocks and funds, ELS, ELW, ETF, bond, and so forth collectively. And it has an effect diversification of risk either because of plural investments onto superior funds. This is estimated to be suitable for factors on trading conveniency and diversity and expertise of service. Finally, KIS has conducted collective sales position to provide full-scale wealth management service and intensified education for employee competency to reach sell-out. And for customer satisfaction, KIS has made a service manual including appearance, dress code, conversational method, response techniques at counters and on phones across situations, response techniques against dissatisfied customers, and so on, expended various effort to increase positive customer image. Moreover, KIS has run complaint and investment counseling department on- and offline, and responded customers needs at the corporate level. These efforts for CS is estimated to be suitable for factors on financial consumer protection.

신용정보보호서비스 이용유무에 따른 신용카드 이용자의 신용관리역량 차이

이희숙(Heesook Lee),곽민주(Minjoo Gwag) 한국FP학회 2018 Financial Planning Review Vol.11 No.2

본 연구는 신용카드 이용자가 자신의 신용을 잘 관리할 수 있는 역량을 키울 수 있도록 신용카드 이용자를 대상으로 신용관리역량 수준을 측정하고 부족한 점을 파악하여 이를 보완하기 위한 정책적 제언을 하고자 한다. 또한 많은 금융소비자가 사용하고 있는 신용정보보호서비스의 효과를 실증적으로 검증하고자 한다. 이를 위해 서울시 및 6대 광역시 거주자 중 물품을 구매할 때 주로 신용카드를 이용하는 소비자 1,600명(신용정보보호서비스 이용자 653명, 미이용자 947명)을 대상으로 2016년 7월 21일∼8월 2일까지 온라인 설문조사를 실시하였다. 본 연구의 주요 결과는 다음과 같다. 첫째, 신용관리역량 중 신용관리태도 수준은 5점 리커트의 2.31점으로 신용카드 이용자는 신용 사용에 다소 보수적인 태도를 보였다. 즉, 물품을 구매하기 위해 외상 거래를 하는 것에 다소 부정적인 태도를 보였다. 신용정보보호서비스 이용 유무에 따라서는 신용정보보호서비스 이용자가 미용자보다 신용 사용에 조금 더 허용적인 태도를 보였다. 둘째, 신용관리역량 중 신용관리지식 수준은 9개의 문항(0점~9점의 분포)을 통해 측정한 결과 6.71점이었으며, 신용정보보호서비스 이용자가 미이용자보다 상대적으로 낮은 신용관리지식 수준을 보였다. 셋째, 신용관리역량 중 신용관리기능 수준은 5점 리커트의 3.38점으로 ‘보통’(3점)을 약간 상회하는 수준을 보였다. 신용정보보호서비스 이용자가 미이용자에 비해 ‘나는 할부로 물건을 구매할 때 할부수수료율과 할부기간 등을 참고하여 할부수수료를 계산할 수 있다’ 문항에서만 상대적으로 높은 기능 수준을 보였다. 넷째, 신용카드 이용자의 신용관리역량을 100점 만점으로 환산했을 때 하위영역 점수는 신용관리지식(74.52점) > 신용관리태도(67.31점) > 신용관리기능(59.41점)의 순으로 나타나 신용관리에 대한 지식은 높지만 그에 비해 행동이나 실천으로 옮기는 역량은 부족한 것으로 나타났다. 하위영역을 모두 합산한 신용관리역량 점수는 67.08점으로 보통을 약간 상회하는 수준인 것으로 나타났다. 다섯째, 신용정보보호서비스가 신용관리역량과 그 하위영역인 태도, 지식, 기능에 어떠한 영향을 미치는지 다중회귀분석을 한 결과, 신용정보보호서비스 이용자가 미이용자보다 신용관리역역량, 태도, 지식 수준이 더 낮은 것으로 나타났다. 이는 신용정보보호서비스가 신용관리를 하는데 큰 도움을 주지 못하고 있음을 시사한다. 다만, 신용정보보호서비스의 효과를 검증하는데 있어 제공하는 서비스별로 세분화하여 심도 있게 연구하지 못한 점은 본 연구의 한계점이라 할 수 있다. The purpose of this study is to measure the level of credit management competency for credit card users so that they can develop their ability to manage their own credit. In addition, we want to demonstrate the effectiveness of credit information protection services used by many financial consumers. A questionnaire survey was conducted during July 21 ~ August 2, 2016 with 1,600 subjects (653 users and 947 non-users of credit information protection service) who were living in Seoul and 6 metropolitan cities. The main results were as follows. First, the level of credit management attitudes was 2.31 out of 5 on a Likert-type scale, reflecting a somewhat conservative attitude in using credit. The user group of credit information protection services was more likely to be allowable than the non-users. Second, the level of credit management knowledge was 6.71 out of 9, and the user group of credit information protection services was lower than the non-users. Third, the level of credit management skills was 3.38 out of 5 on a Likert-type scale, and the user group of credit information protection services was higher than the nonusers only in the question ‘I can calculate installment commission based on installment period and interest rate when I buy goods and services.’ Fourth, credit management competency of credit card users was 67.07 out of 100, and 74.54 for credit management knowledge, 67.31 for credit management attitudes, and 59.41 for credit management skill as subcategories of credit management competency. Fifth, the factor of credit information protection service showed significant influence on credit management competency of credit card users. That is, the credit management competency of the user group of credit information protection services was lower than that of the non-users. However, the limitation of this study is that it was not able to investigate in detail the service provided to verify the effectiveness of credit information protection service.

Capability, Service Orientation, and Performance in the Investment Management Industry

Lee, Kang Duck,Jung, Chang Ho,Kim, Yong Jin The Korea Society of Management Information System 2015 Asia Pacific Journal of Information Systems Vol.25 No.3

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

지식서비스기업의 서비스 혁신에 영향을 미치는 조직의 역량에 관한 연구

윤보성,김용진,진승혜 한국경영정보학회 2013 Asia Pacific Journal of Information Systems Vol.23 No.1

In the service-oriented economy, knowledge and skills are considered core resources to secure competitive advantages and service innovation. Knowledge management capability, which facilitates to produce, share, accumulate and reuse knowledge, becomes as important as knowledge itself to create service value. Along with knowledge management capability, dynamic capability and operational capability are the key capabilities related to managing service delivery processes. Previous studies indicated that these three capabilities are related to service innovation. Although separately investigate the relationship between the three capabilities. The purpose of this study is 1) to define variables that have effects on service innovation including knowledge management capability, dynamic capability and operational capability, and 2) to empirically test to identify relationship among variables. In this study, knowledge management capability is defined as the capability to manage knowledge process. Dynamic capability is regarded as the firm's ability to integrate, build, and reconfigure internal and external competences to address rapidly changing environments. Operational capability refers to a high-level routine that, together with its implementing input flows, confers upon an organization’s management a set of decision options for producing significant outputs of a particular type. The proposed research model was tested against the data collected through the survey method. The survey questionnaire was distributed to the managers who participated in an educational program for management consulting. Each individual who answered the questionnaire represented a knowledge based service firm. About 212 surveys questionnaires were sent via e-mail or directly delivered to respondents. The number of useable responses was 93. Measurement items were adapted from previous studies to reflect the characteristics of the industry each informant worked in. All measurement items were in, 5 point Likert scale with anchors ranging from strongly disagree (1) to strongly agree (5). Out of 93 respondents, about 81% were male, 82% of respondents were in their 30s. In terms of jobs, managers were 39.78%, professions/technicians were 24.73%, researchers were 12.90%, and sales people were 10.75%. Most of respondents worked for medium size enterprises (47,31%) in their, less than 30 employees (46.24%) in their number of employees, and less than 10 million USD (65.59%) in terms of sales volume. To test the proposed research model, structural equation modeling (SEM) technique (SPSS 16.0 and AMOS version 5) was used. We found that the three organizational capabilities have influence on service innovation directly or indirectly. Knowledge management capability directly affects dynamic capability and service innovation but indirectly affect operational capability through dynamic capability. Dynamic capability has no direct impact on service innovation, but influence service innovation indirectly through operational capability. Operational capability was found to positively affect service innovation. In sum, three organizational capabilities (knowledge management capability, dynamic capability and operational capability) need to be strategically managed at firm level, because organizational capabilities are significantly related to service innovation. An interesting result is that dynamic capability has a positive effect on service innovation only indirectly through operational capability. This result indicates that service innovation might have a characteristics similar to process innovation rather than product orientation. The results also show that organizational capabilities are inter-correlated to influence each other. Dynamic capability enables effective resource management, arrangement, and integration. Through these dynamic capability affected activities, strategic agility and responsibility get strength. Knowledge management capability intensify dy...

Capability, Service Orientation, and Performance in the Investment Management Industry

이강덕,정창호,김용진 한국경영정보학회 2015 Asia Pacific Journal of Information Systems Vol.25 No.3

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

분양아파트의 관리서비스 요구도 분석을 통한 관리주체의 역할 모색

강순주(Kang, Soon-Joo),이슬지(Lee, Seul-Ji) 한국주거학회 2017 한국주거학회 학술대회논문집 Vol.29 No.1

The purpose of the study was to seek of the role of management authority through the analysis of condominium management service needs. The research was surveyed condominium residents between March in 2017 and the total of 248 questionaries was analyzed using SPSS statistical software. Results of the research can be summarized as follows, 1) The management services are classified into three types : 「Community activation service」, 「General management service」, 「Specialized management service」. 2) The type of management service is demanded in order of 「General management service」, 「Community activation service」 and 「Specialized management service」. 3) Most condominium residents submit to the cost of additional management services, whereas the opinions are divided according to the burden method that is associated with the service item. 4) In the case of the management work satisfaction, the maintenance management is high, the satisfaction of the life management and operation management is relatively insufficient. The higher the degree of the management work satisfaction, the more awareness and interest in management work. The higher the awareness of management work, the more the interest and participation in management.

토털 아웃소싱 환경 하에서 IT서비스 수준관리(Service Level Management) 프로세스 성숙도가 정보시스템 성공에 미치는 영향에 관한 분석적 사례연구

조근수,안준모,민형진 한국경영정보학회 2013 Asia Pacific Journal of Information Systems Vol.23 No.2

As the utilization of information technology and the turbulence of technological change increase in organizations, the adoption of IT outsourcing also grows to manage IT resource more effectively and efficiently. In this new way of IT management technique, service level management(SLM) process becomes critical to derive success from the outsourcing in the view of end users in organization. Even though much of the research on service level management or agreement have been done during last decades, the performance of the service level management process have not been evaluated in terms of final objectives of the management efforts or success from the view of end-users. This study explores the relationship between SLM maturity and IT outsourcing success from the users' point of view by a analytical case study in four client organizations under an IT outsourcing vendor, which is a member company of a major Korean conglomerate. For setting up a model for the analysis, previous researches on service level management process maturity and information systems success are reviewed. In particular, information systems success from users' point of view are reviewed based the DeLone and McLean's study, which is argued and accepted as a comprehensively tested model of information systems success currently. The model proposed in this study argues that SLM process maturity influences information systems success, which is evaluated in terms of information quality, systems quality, service quality, and net effect proposed by DeLone and McLean. SLM process maturity can be measured in planning process, implementation process and operation and evaluation process. Instruments for measuring the factors in the proposed constructs of information systems success and SL management process maturity were collected from previous researches and evaluated for securing reliability and validity, utilizing appropriate statistical methods and pilot tests before exploring the case study. Four cases from four different companies under one vendor company were utilized for the analysis . All of the cases had been contracted in SLA(Service Level Agreement) and had implemented ITIL(IT Infrastructure Library), Six Sigma and BSC(Balanced Scored Card) methods since last several years, which means that all the client organizations pursued concerted efforts to acquire quality services from IT outsourcing from the organization and users' point of view. For comparing the differences among the four organizations in IT outsourcing sucess, T-test and non-parametric analysis have been applied on the data set collected from the organization using survey instruments. The process maturities of planning and implementation phases of SLM are found not to influence on any dimensions of information systems success from users' point of view. It was found that the SLM maturity in the phase of operations and evaluation could influence systems quality only from users' view. This result seems to be quite against the arguments in IT outsourcing practices in the fields, which emphasize usually the importance of planning and implementation processes upfront in IT outsourcing projects. According to after-the-fact observation by an expert in an organization participating in the study, their needs and motivations for outsourcing contracts had been quite familiar already to the vendors as long-term partners under a same conglomerate, so that the maturity in the phases of planning and implementation seems not to be differentiating factors for the success of IT outsourcing. This study will be the foundation for the future research in the area of IT outsourcing management and success, in particular in the service level management. And also, it could guide managers in practice in IT outsourcing management to focus on service level management process in operation and evaluation stage especially for long-term outsourcing contracts under very unique context like Korean IT outsourcing projects. Thi...

공동주택 관리서비스 중요도에 관한 연구 -서비스 공급자와 수요자간의 인식 비교를 중심으로-

김창현,김갑열 대한부동산학회 2018 大韓不動産學會誌 Vol.36 No.3

The purpose of this study is to identify the difference in priority and importance of the management service sector recognized by the service provider and the consumer in the apartment management service field and to provide the management service that the service consumer considers important. The scope of the study is limited to apartment housing management, and the importance and priority of the management service components are analyzed in terms of each service provider and consumer. The analysis method was based on the contents analysis of the previous study and the questionnaire data of the stakeholders of the apartment management by the AHP. First, apartment maintenance managers think that facility maintenance is the most important work. However, since the residents recognize the service management work as the most important, there is a big difference in recognition between the management service provider and the customer. Second, management costs allocation is not done properly for the service management expected by the customer in performing the apartment housing management service. The implication of the study is that it can provide a direction to match the importance of management services between providers and consumers of management services. This will increase the residents' satisfaction with the management service and resolve the conflict between the service provider and the consumer. In addition, when the resource management such as the management cost is performed, it is possible to perform more efficient management service from the viewpoint of the customer through allocation and execution of resources considering the importance and priority of the customer. 본 연구는 공동주택 관리서비스 업무 영역에 대한 서비스 공급자와 수요자가 인식하고 있는 중요도와 우선순위의 차이를 규명함으로써 수요자 입장의 관리서비스 제공을 위한 근거를 제시하는 데 그 목적이 있다. 연구의 범위는 공동주택관리로 한정하고, 관리서비스 구성요소에 대한 중요도와 우선순위를 공급자와 수요자 입장에서 비교 분석하였다. 분석방법은 선행연구에 대한 내용분석과 공동주택관리 이해관계자에 대한 설문자료를 계층화 분석과정(AHP)으로 수행하였다.분석결과는 다음과 같다. 첫째, 주택관리사들은 시설유지관리 업무를 가장 중요하게 생각하고 있다. 그러나 입주자들은 서비스관리 업무를 가장 중요하게 인식함으로써 관리서비스 공급자와 수요자간의 중요도 인식차가 크게 존재하고 있다. 둘째, 공동주택 관리업무는 수요자가 기대하는 서비스관리에 대한 관리비 배분이 적절히 이루어지지 않고 있다. 연구의 시사점은 관리서비스의 공급자와 수요자간의 관리서비스 중요성을 일치시키는 방향성을 제공할 수 있다는 것이다. 이는 입주민들의 관리서비스 만족도를 증가시킬 것이고, 공급자와 수요자간의 갈등 문제를 해소할 것이다. 또한, 관리비 등의 자원 집행을 할 경우 수요자의 중요도와 우선순위를 고려한 자원의 배분과 집행으로 수요자 관점에서 보다 효율적인 관리서비스를 수행할 수 있다.

어느 특수교사의 졸업생 사후관리 경험에 대한 자문화기술지

정진식 학습자중심교과교육학회 2022 학습자중심교과교육연구 Vol.22 No.19

Objectives This study aims to investigate post-management service experiences for graduates among teachers in a post-secondary program for vocational education in an auto-ethnographic inquiry, thus examining their post-management service experiences from multiple angles and searching for plans to vitalize their post-management service. Methods For these purposes, the study made an auto-ethnographic approach. Auto-ethnography is a methodology for researchers to look at their experiences in a first-person narrator and observer to understand their social and cultural contexts. I collected personal internal data, interview data, participation observation data, and local data in order to explore the post-management service. The data were interpreted through the process of the comprehensively analytical procedure based on the practical eclecticism. This study tried to reflect on meaning of the post-management service from the perspectives of a teacher as an insider. Results First, the subjects reflected on problems with their post-management service provided only in documents and had a self-examination into the need for post-management service for graduates; secondly, they felt their limitations with the improvement of the post-management service system, but they managed to establish a post-management service environment that was realistically feasible and search for ways to make a cooperative approach with concerned agencies; and finally, they took into consideration what kind of talents that corporations wanted and practiced individualized post-management service reflecting students' individual needs. Conclusions The investigator felt a need to continue post-management service for the successful job retention of graduates as a teacher in a post-secondary program for vocational education. There should be efforts to prepare guidelines at the level of municipal and provincial education offices, have regular discussions about post-management service in a consultative group of concerned agencies, and expand the scope of post-management service throughout life so that post-management service can be vitalized. 목적 이 연구는 특수학교 전공과 교사의 졸업생 사후 관리 경험을 자문화기술지로 탐구함으로써 사후관리의 경험을 총체적으로 살펴보고, 사후관리의 활성화 방안을 모색하기 위한 목적으로 진행되었다. 방법 이 연구의 목적을 달성하기 위하여 자문화기술지 방법으로 접근하였다. 자문화기술지는 나의 경험을 1인칭 주인공 및 관찰자시점으로 바라보며 사회문화적 맥락을 탐구하기 위한 연구방법이다. 사후관리 경험을 탐구하기 위해 개인내부자료, 면담자료, 참여관찰자료, 현지자료를 수집하였다. 이를 실용적 절충주의에 기초한 포괄적 분석 절차를 거쳐 해석하였다. 이를 바탕으로 내부자인특수교사의 시선에서 사후관리 경험의 의미를 성찰하였다. 결과 첫째, 문서상으로만 이루어지는 사후관리의 문제점을 반성하고, 졸업생 사후관리의 필요성에 대해 성찰하게 되었다. 둘째, 사후관리 체제 개선에 한계를 느꼈지만 현실적으로 실천 가능한 사후관리 환경을 구축하고, 유관기관과 협력적으로 접근할 수 있는방법을 모색하였다. 셋째, 직장이 원하는 인재상이 될 수 있도록 고려하였고, 학생 개별 요구를 반영한 개별화된 사후관리를 실천하였다. 결론 나는 전공과 교사로서 사후관리가 졸업생의 직업유지에 도움이 된다는 것을 성찰하게 되었다. 따라서, 사후관리가 활성화될수 있도록 시⋅도 교육청 차원의 지침 마련, 유관기관 협의체에서 사후관리에 대한 주기적인 논의, 사후관리의 범위를 삶의 전반으로확대 등의 노력이 필요해 보인다.

서비스운영관리 이론을 미술관 경영에 접목하는 방안에 관한 고찰

김승범(Kim, Seungbeom),이보람(Lee, Bo Ram) 한국전시산업융합연구원 2016 한국과학예술융합학회 Vol.26 No.-

본 연구는 서비스 운영관리의 이론들을 문화예술경영 분야에 적용하기 위하여 문헌 조사와 적용 사례연구의 방법을 통하여 현재까지 이루어진 성과를 살펴보고, 이를 통하여 후속 연구의 방향 또한 제시한다는 목적을 가지고 수행되었다. 서비스 산업이 우리 산업에서 차지하는 비율은 나날이 커져가고 있으며, 이에 따라 서비스 산업 간 또는 내부의 경쟁도 점차 심해지고 있는 상황이다. 한편 문화 예술 기관도 이러한 추세를 실감하며, 그 경영에 있어서의 새로운 방향성을 정립하기 위하여 힘쓰고 있다. 서비스 운영 관리는 서비스 기업들이 과학적 경영 기법을 이용하여 비즈니스 프로세스를 디자인, 운영, 조정하는 방법을 제시함으로써, 서비스를 이용하는 고객들에게 효율적인 방법으로 최대한의 가치를 전달하는 것을 추구하고 있으며, 이는 문화 예술기관이 추구하는 운영의 방향성과 그 궤를 함께 한다 볼 수 있다. 이에, 본 논문에서는 주요 문화예술기관 중 하나인 미술관의 경영에 있어서 적용될 수 있는 서비스운영관리 분야의 이론들을 탐색하고 제안한다. 특히, 전략적 서비스 비전(Strategic Service Vision), 대기행렬이론(Queuing Theory), 서비스품질(SERVQUAL), 수익관리(Revenue Management), 자료포괄분석(Data Envelopment Analysis), 고객경험관리 등의 이론들이 접목된 기존 연구 동향, 사례를 제시하고 앞으로의 연구 방향을 제안한다. The aim of this research is to provide the ways of implementation of the theories in service operations management to the fields of art and cultural management and, furthermore, to suggest the directions of the future research, by exploring the current achievements through literature review and case study. The portion of the service industry keeps growing. This makes the competition among different types of service industries and inside the industry severe. By realizing this current trend, art and cultural organizations are also eager to find the new directions of their management. Service operations management provides service firms with the methods of design, operations and control of business processes. This enables the firms to offer the maximum value to their customers in an efficient way, and this is aligned with what the art and cultural organizations pursue. Among the organizations in art and culture, we focus on art museums. We find and suggest the theories in service operations management that can be applied to the management of the art museums. We provide current research and cases studies of implementing the methods and theories such as strategic service vision, queuing theory, revenue management, SERVQUAL, data envelopment analysis, and customer experience management. Finally, we suggest future research.