Earticle

본 연구의 목적은 전시회 서비스를 참관객의 요구에 맞게 적용할 수 있는 요인에 관하여 조사 및 분석하여 이를 활용하여 국내 전시회의 품질을 높일 수 있는 방안을 도출하는 것이다. 참관객의 니즈에 맞게 전시회를 기획한다면 전시회에 참관하려는 참관객도 많아 질 것이고 참가하려는 기업은 당연히 많아 길 것이다. 이를 통하여 세계 기업들이 대거 참가하고자 하는 글로벌 톱브랜드 전시회를 더 많이 창출할 수 있도록 하는 창조적 전시회 발굴뿐만 아니라 기존 전시회도 국제경쟁력 향상을 위해 해외무역전시회의 국제경쟁력의 원천을 찾아내고자 하였다. 연구와 보고서 등을 바탕으로 전시회의 구성요소 및 특성을 정리하고 설문조사를 통하여 참관객의 니즈(요구사항)를 파악하였다. 이를 QFD 모형을 통하여 참관객의 니즈 를 특성별로 분류하여 계층분석과정(AHP)을 이용하여 계량적으로 파악하였다. 참관객 니즈와 무역전시회 특성간의 상호관련성을 확인한 결과 참관객 중심의 무역전시회를 기획하기 위해서는 많은 기업의 참가를 유치해야하고 참가기업에게 다양한 제품을 전시할 수 있도록 해야 한다. 또한 대기업의 참가가 중요하게 작용한다. 이는 참관객이 전시회참가에 있어 가장 중요하게 생각하는 것이 결국 참가기업임을 보여주고 있다. 접근성과 편의성이 다소 떨어지더라도 대기업과 다양한 기업, 다양한 상품을 보고 정보를 얻고 기업과 상호작용하는 것이 기본이 되어야 한다는 것을 알 수 있었다. 이를 토대로 참가기업의 니즈에도 적용을 하여 많은 참가기업이 참가하고 싶은 참가기업의 니즈가 반영된 전시회 기획에도 적용을 할 수 있을 것으로 보인다. 나아가 전시주최자가 생각하고 있는 무역전시회 중요요소와 참가업체 니즈 중요도, 참관객 니즈 중요도의 상관관계를 도출한다면 향후 참가기업이 참가하고 싶고 참관객이 참관하고싶은 세계 톱브랜드 전시회를 개최할 수 있을 것으로 여겨진다.

The purpose of this study is to research and analyze the factors which could be applied according to the needs of the visitors and to identify measures to enhance the quality of domestic exhibitions by utilizing them. If exhibitions are designed in accordance with the needs of the visitors, the number of visitors who wish to attend the exhibitions will increase and the number of exhibitors that wish to participate will certainly increase. Through such, the study aimed to not only discover creative exhibition capable of generating more global top brand exhibitions encouraging the participation of global companies but also to identify the source of international competition in overseas trade exhibitions. As a result of summarizing the composition elements and characteristics of visitors based on researches, reports and the like, analyzing the needs of visitors through QFD models by analyzing the needs of visitors through surveys, conducting quantitative analysis by using Analytic Hierarchy Process (AHP) and confirming the mutual relevance between the needs of visitors and the characteristics of trade exhibitions, the participation of exhibitors has to be sustained while exhibiting various products in order to plan trade exhibitions centered on visitors. Moreover, the participation of conglomerates is significant. This indicates that eventually, the visitors regarding the participation of exhibitors as the most important thing. It demonstrates that although the accessibility and convenience may be quite low, viewing various companies and various companies, obtaining information and the interaction with companies have to be fundamental.

본 논문은 New Module장치를 융합한 탄산수 정수기에 대한 CTQ(Critical to Quality)를 도출, QFD기법을 활용하여 소비자의 요구사항을 반영한 핵심 품질요소를 도출하는데 목적이 있다. 시음 대상자, 일반소비자와 New Module장치를 개발한 개발자를 대상으로 설문조사와 FGI(Focus Group Interview)를 실시하여 VOC(Voice of Customer)를 도출, 개발자를 통해 EC를 도출하여 VOC와 EC(Engineering Characteristic)간의 상간관계를 도표화하여 HOQ(House of Quality)를 작성하였다. HOQ 차트를 통해 탄산수 정수기는 일정한 맛, 소음, 출수량, CO2 실린더 교 체주기, 사용 편리성 등의 요소가 중요한 품질요인이라는 결과를 도출 하였다. 부품별 요인으로는 물의 맛과 관련된 Module 장치 (혼합조)와 이와 밀접한 레귤레이터, 부스터펌프, 솔레노이드가 가장 핵심부품으로 고려해야 한다는 결 과를 도출 하였다.

This paper CTQ(Critical to Quality) to draw, aim to derive a key quality factor reflects the customer's requirements by utilizing the QFD technique for sparkling water purifier device that combines the new module. Tasting participants, consumers and New Module device intended for developers who develop and conduct a survey and FGI (Focus Group Interview) VOC(Voice of Customer) to draw, drawn by the EC through the developer VOC and EC (Engineering Characteristic) and charts the relationship between the phases was prepared HOQ(House of Quality). Sparkling water purifier through the HOQ chart certain taste, sound, running water, CO2 cylinder replacement cycle, we obtain results that element is an important quality factors such as ease of use. These factors are closely related to each component regulators and Module device (mixing) associated with the taste of water, booster pumps, and deliver results that the solenoid is considered the most critical part.

Recently the market of the food waste disposer has increased. Therefore, many companies in the development of food garbage disposer has been increasing interest. In this study, we used QFD (Quality Function Development) to find out the quality factors for the development of the food waste disposer reflecting the consumer needs. HOQ (House Of Quality) showing the correlation between consumer characteristic and engineering characteristic was written by investigating the consumer needs based on the consumer complaints and survey. In addition, we generated the CTQ (Critical To Quality) reflecting the weighting of the importance of the parts. As the research result, the important quality factors for the food garbage disposer were the grinding capability, drying, and odor emission features. The crushing motor associated with grinding and dehydration appeared as the most important quality factors among the parts. Second thing was the fan motor associated with odor. The findings will be able to contribute to the development of the food waste disposer reflecting the consumer needs.

Today the usage of DB already becomes an important issue for many companies' survival. Especially, the companies which have adopted CRM could not gain the return to be expected because of the lack of understanding about the relationship with customers. Professor Schmitt introduced 'the complete CEM(Customer Experience Management) model', but no specific methodology for analysis was introduced. Therefore, in this study we use HOQ, GA, and ANP to build 'the complete CEM model' and present the integrated CEM model based on the integrated analytic process to help the company's decision about the stage to be begun first out of 5 stages of CEM and the priorities of investment in customer experiences.

Objective: Despite the increasing number of websites about health information, there have been few studies on the issues of enhancing the service quality of health information websites. The purpose of this study is twofold. The first objective is to identify what customers request from health information websites and the key attributes of service operations. The second objective is to determine a strategy to improve the service quality of health information websites by applying the House of Quality(HoQ) framework. Methods: Service attributes and functional characteristics were gathered through an online survey: in particular, 250 questionnaires were collected through an online survey at a large internet community. Based on the survey, conducted are various statistical methods including principal component factor, logistic regression, correlation, and multiple regression analyses. Results: First of all, 9 key service attributes and 5 key functional characteristics to health information websites are derived from principal component factor analysis. And the logistic regression analysis determines the relative importance of service attributes. To complete the relation matrix at the center of the HoQ model, it is necessary to measure the interdependency, if any, between all service attributes and functional characteristics. All the relationships are exhibited as standardized estimates. The completed HoQ results show that the search function represents the highest importance to customers. Conclusion: The result of this study confirms the proposition that it is critical for website managers to provide health information service that best meet customers' needs. The HoQ framework employed in this study provides an efficient way of improving healthcare websites. Moreover, the insights from the study will serve as a good stepping stone towards a marketing strategy for the website providers under a fierce competition.

In a reinforced concrete structure, coupler construction is easier to install than jointing or welding reinforcing bars, so it is possible to work by one person. When constructing a reinforcing bar coupler, the coupler construction method must be different for each member that receives a large tensile force or a member that receives a small tensile strength. Various coupler products are used in the global construction market, and the quality, performance, and cost of reinforcing bar joints vary from product to product. This study compares and analyzes the quality and cost of representative rebar couplers according to the requirements using the quality house of QFD-HOQ. The case study presents a quality and cost improvements strategy through QFD-HOQ analysis of rebar couplers.

서비스품질과 관련하여 서비스품질의 개념화, 측정도구의 개발, 그리고 개선사항의 파악에 대한 연구는 활발했던 반면, 서비스품질 개선을 실행에 옮기기 위해 필요한 세부적인 실행방안 개발에 대한 연구는 그동안 비교적 특별한 학문적 관심을 끌지 못했다. 본 연구에서는 즉각적인 실행이 가능한 세부적인 서비스품질개선 수행방안의 개발 방법을 기존의 서비스품질 관련 도구들의 접목을 통해 실증적으로 연구하였다. 제주해군호텔을 대상으로 먼저 고객들의 전반적인 서비스 만족도에 가장 큰 영향을 끼치는 “서비스품질차원”이 무엇인지를 SERVQUAL기법을 사용하여 규명하고, 규명된 “서비스품질차원”을 바탕으로 호텔 운영자들과의 토론을 통해 품질집(House of Quality, HOQ)을 작성하였으며, 다시 품질기능전개(Quality Function Deployment, QFD) 기법을 서비스분야에 적용한 서비스문제전개 (Service Problem Deployment, SPD) 기법을 사용하여 서비스품질 개선을 위해 추진해야 할 업무들, 업무별 세부 개선항목들, 개인별 책임사항들을 체계적으로 파악함으로써 구체적으로 조직의 어떤 인력이 어떤 업무를 책임지고 추진해야 하는지를 구체화하였다. 이러한 연구는 서비스품질 개선과 관련된 많은 선행 연구들을 한 단계 더 진전시켜, 세부 개선사항들을 조직 내 프로세스와 연결시킴으로써 성공적인 실행을 위해 조직의 어느 부서의 어느 직원이 어느 세부 수행사항에 대한 어떤 책임을 맡고 역할을 감당해야 하는지에 관한 명확한 의사소통체계를 실증적으로 개발하였다는데 의의를 가진다. 본 연구에서 제시된 서비스품질 개선을 위한 구체적인 실행방안의 도출 방법은 향후 서비스품질을 개선하고자 하는 다양한 서비스 분야의 운영자들에게 큰 도움이 될 것이다.

Despite prolific research in the area of conceptualization, measurement, and improvement of service quality, the link between these research efforts and actual accomplishment of service quality improvement has been rather weak, partially due to shortage of research in the area of developing implementation plans that are detailed and specific enough to be transformed into immediate actions. This research is intended to fill this gap in research by empirically developing a detailed implementation plan step-by-step from the stage of identifying the service quality area of highest priority for improvement to stage of mapping specific improvement tasks to specific organizational processes and personnel in charge. In the process of developing the implementation plan, this research combines various service quality tools such as SERVQUAL, House of Quality(HOQ), and Service Problem Deployment(SPD). The process of developing detailed implementation plans presented in this study is expected to help managers of diverse service businesses straightforwardly develop immediately implementable action plans.

정보기술의 관점에서, 기업 가치사슬상의 내/외부적 협력을 협력을 구현하는 방법으로ASP(Application Service Provider)를 통한 IT 아웃소싱(outsourcing)이 차세대 가상기업의 핵심 요소가 될 것으로 전망된다. 이러한 맥락에서 본 연구는 ASP 의 서비스 제공에 관한 성능을 향상시킬 수 있는 방법으로, HoQ와 AHP를 통합한 방법론을 제공한다. 그리고 이러한 통합모형을 적용하여 고객만족의 관점에서 ASP 서비스 개선을 위한 핵심 기능요소(functional elements)를 찾아 내었다. ASP 서비스의 지속적인 개선은 점차 심화되어 가는 경쟁에서 생존하기 위해 최우선적으로 중요한데, 본 연구의 HoQ/AHP 통합모형은 서비스 개선을 전략적으로 구현하는 좋은 도구가 될 것이다.

지방 중소 도시의 청년 창업 지원 정책은 수도권에 비하여 창업지원 인프라와 프로그램 지원 예산의 한계가 있기에 지역의 청년 창업자가 마주하는 다양한 애로 요인 중 주요한 요인을 우선적으로 해결하기 위한 노력이 필요하다. 기존 연구 중 지역 청년 창업자의 애로 요인 우선순위를 도출하는 방법으로 계층분석기법을 활용한 창업정책 관련 선행연구가 있었지만, 도출된 애로요인 우선순위와 실제 운영 중인 창업지원정책 간의 정합성을 진단하는 체계적인 방법론은 부족하였다. 본 논문에서는 창업 애로요인 우선순위에 따라 창업정책이 설계되어 있는지 검토하고 정합성을 확인하는 방법으로 정책품질 전개기법을 제안한다. 정책품질 전개기법은 제조기업에서 고객의 요구사항과 설계 사양의 정합성을 확인하기 위한 전통적 관리도구인 품질기능 전개기법을 차용한 정책관리 방법이다. 제안하는 방법의 적용 가능성을 확인하기 위하여 경상북도 영천시 창업자와 창업지원정책을 대상으로 하여 데이터를 수집하였다. 정책품질 전개기법을 적용하였을 때 창업지원 정책의 정합성을 시각적으로 수치화하여 표현할 수 있음을 알 수 있었고, 그 결과는 지역의 창업지원정책 개선을 위한 기초 자료로 활용될 수 있음을 보였다.

Compared with the Seoul metropolitan area, youth startup support policies in small and medium-sized provincial cities are constrained by limited startup infrastructure and program funding. As a result, the most critical difficulties faced by regional youth entrepreneurs must be identified and addressed first. Prior studies on startup policy have applied the Analytic Hierarchy Process (AHP) to derive the priorities of these difficulty factors. However, a systematic method for assessing how well these prioritized difficulty factors align with the startup support policies currently in operation has been lacking. This paper proposes Policy Quality Deployment (PQD) as a method for examining whether startup policies are designed in accordance with the priorities of entrepreneurs' difficulty factors and for assessing their fit. PQD is a policy management method that adapts Quality Function Deployment (QFD)-a traditional management tool used in manufacturing to verify the fit between customer requirements and design specifications. To examine the applicability of the proposed method, data were collected from entrepreneurs and startup support policies in Yeongcheon, Gyeongsangbuk-do. The results indicate that PQD can express the demand-supply fit of startup support policies in a visual and quantitative form, serving as a useful reference for improving regional startup policy.

This paper analyzes the sentence pattern of measure words of human organs + verb taking such measure words as a theoretical basis. The contents are as follows: The research objective is to generalize the features of syntax, semantics and pragmatics of two-part allegorical sayings with the pattern of measure words of human organs + verb based on the theory of measure words of human organs. The object of the research is the complement of two-part allegorical sayings with the pattern of measure words of human organs + verb. The research focuses on the analysis of quantity complement, time and place complement, consequential complement， and directional complement in the two-part allegorical sayings which include the measure words of human organs. The purpose of the research is to reveal the main patterns of such two-part allegorical sayings， and then further comprehend the general semantic formation theory of them.

품질의 집(HoQ, House of Qualify) 모형은 1960년대 후반에 개발된 이래, 거의 모든 제조업에 적용되어 왔으며, 이제는 서비스업에서도 HoQ 모형을 응용하여 서비스를 개발하거나 서비스전달과정을 개선하는 경우가 많다. 그러나 50년에 가까운 역사를 가짐에도 불구하고, HoQ 모형을 수리적 관점에서 엄밀하게 분석하여 그 이론적 기초를 공고하게 다지는 연구는 매우 드물다. 본 연구에서는 TQM이나 6-시그마 프레임워크의 핵심적 도구로 등장하는 HoQ 모형을 선형대수학(linear algebra)적 관점에서 해석하고 분석하여, 방법론으로서의 가치를 재조명한다. 이러한 접근을 통하여 HoQ 모형이 품질경영에 기여하는 바와 함의 및 한계점 등을 명확히 밝혀, 모형의 올바른 활용을 유도할 수 있다.

This study proposes an integrated approach that uses both a fuzzy service FMEA (failure mode and effect analysis) and HOQ (house of quality) matrix algebra in designing and improving a service system. The fuzzy service FMEA methodology applies the customer satisfaction to the fuzzy RPN model. We fuzzify only the service satisfaction that consist in two failure factors, intangible service and tangible service, to more effectively assess the customer satisfactions on service encounters. Proposed fuzzy service satisfactions with triangle membership function are defuzzified by using the Fuzzy Inference System, and these are eventually identified the ranks on the potential fail points. HOQ matrices are constructed from cause-effect relationships. It is possible for these relationship matrix to find a linear approximation solution on the engineering attributes. Thus, in order to demonstrate how the proposed methods work, practical sample of the A/S part in S Electronic Co. provides for the ranking of the engineering attributes which has been successfully implemented.

QFD(Quality Function Deployment) is design method which is focused to guarantee of quality and function to satisfy for customer’s need. QFD are used entire manufacturing, specially new production development and design. HOQ(House of Quality) are important tool of QFD, which is implement that complex function and communications of customer. Actually implementation of HOQ are difficult by HOQ's size. It is well known that complexity of HOQ are exponentially increasing by increasing of HOQ’s size. In this Paper, we study of HOQ Complexity reduction by Quantification Method of Type Ⅲ. That method is efficiency and minimize of loss information by reduction HOQ. We give example and prove our suggestion method is better than other methods.

Six sigma has been the most influential management innovation tool in order to achieve the customer's satisfaction and keep the competition in the age of limitless competition. The success in six sigma is to find the correct CTQ (Critical to Quality). QFD (Quality function deployment) is the efficient too ever created to tie product and service design decisions directly to customer wants and needs. One of the mistakes in QFD is to analyze using an inconsistent HOQ (House of quality) chart. An inconsistent HOQ chart is one in which the information from the correlation matrix is inconsistent with that from the relationship matrix. This study presents the consistency check and inconsistency check in case of failing the consistency check. Also we propose the procedures using the Limiting Probability in correlation matrix and the Median Rank in relationship matrix in order to be consistent in HOQ chart.

HoQ (House of Quality) provides an effective tool not only to arrange and evaluate VoC (Voice of Customers) and VoE (Voice of Engineers), but also to link and combine VoC and VoE, thereby presenting explicit directions for quality improvement. There have been, however, few researches on the HoQ framework in the IT industry. The case study discussed here serves an illustration of the applicability and usefulness of the HoQ approach to website quality improvement. The proposed HoQ framework shows great potentials since customers needs are explicitly considered in the framework, and it helps website administrators develop better web services by providing guidelines for reengineering the website operations.