서비스품질을 고려한 경영혁신 지원 솔루션의 개발

• 영문명: Developing a Management Improvement Supporting Solution in Consideration of Service Quality
• 발행기관: 한국산업경영시스템학회
• 저자명: 박창순(C. S. Park) 안선응(S. E. Ahn) 신완선(W. S. Shin) 유진성(J. S. Ryu) 박재우(J. W. Park) 우문규(M. K. Woo)
• 간행물 정보: 『산업경영시스템학회지』제31권 제2호, 28~35쪽, 전체 8쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2008.06.30

영문 초록

  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.

목차

1. 서론
2. 서비스 품질혁신 방법론 개발
3. 사례연구
4. 결론 및 토의
참고문헌

키워드

Service Quality Index Quality Improvement Road Map Quality Improvement Action Plan