서비스 중요도를 사용한 서비스나무분석의 개선

• 영문명: Improvement of Service Tree Analysis Using Service Importance
• 발행기관: 한국산업경영시스템학회
• 저자명: 박종훈(Jong Hun Park) 황영훈(Young Hun Hwang) 이상천(Sang Cheon Lee)
• 간행물 정보: 『산업경영시스템학회지』제40권 제2호, 41~50쪽, 전체 10쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2017.06.30

영문 초록

The purpose of this paper is to improve the service tree analysis introduced recently by Geum et al. [15]. Service tree analysis structures the service based on the customer participation perspective and provides a qualitative analysis method categorizing the service elements on the basis of its impact to top service. This paper attempts to apply the concept of reliability importance to the service tree analysis as a perspective of quantitative analysis, which is considered little in Geum et al. [15]. Reliability importance is a measure of the structural impact of the components that make up the system on the system lifetime in reliability engineering field and often used in fault tree analysis. We transform the reliability importance into service importance in accordance with service tree analysis, so that the influence of service elements on the service can be judged and compared. The service importance is defined as the amount of change of the service according to the change of the service element, therefore, it can be utilized as an index for determining a service element for service improvement. In addition, as an index for paired service elements, the relationship between the two service components can be measured by joint service importance. This paper introduces conceptual changes in the process of applying reliability importance to service analysis, and shows how to use the service importance for identifying the priority of service element for the final service and improving customer satisfaction through an example. By using the service importance and joint service importance in service tree analysis, it is possible to make efficient decision making in the process of determining the service elements for analyzing and improving the service.

목차

1. 서 론

2. 서비스나무분석(Service Tree Analysis;STA)

3. 서비스 중요도를 사용한 서비스나무분석

4. 결 론

Acknowledgement

References

키워드

Service Tree Analysis Fault Tree Analysis Reliability Importance Service Importance Influence of Service Element