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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. This study has some limitations in generalization because the sample size is small and the context itself is confined in an unique environment. For future exploration, survey based research could be designed and implemented.

서비스수준관리(Service Level Management)의 목적이 단순한 재무적 계약(서비스 수준협약의 계약 자체)에서 고객의 기대와 제공자의 서비스에 대한 관리 시스템(서비스 수준협약에 대한 관리시스템)으로 최근 변해가고 있다. 본 논문의 목적은 통계적 기법을 이용해서 체계적인 정보기술 서비스 수준관리 방안을 제시하는 것이다. 본 연구는 통계적 기법과 서비스 수준관리 라는 두 가지 관점에서 서비스 수준을 다루고 있다. 첫째, 통계적 기법을 이용해서 목표 서비스 수준을 설정한다. 둘째, 전체 서비스 수준에 대한 평가방법을 제시한다. 이와 같이 제시된 방법을 이용해서 기업 전략 측면에서 정보기술 아웃소싱 성과로서 종합 서비스 수준을 계량적으로 측정하는 것이 가능하다.

The purpose of IT Service Level Management(SLM) has recently shifted from being a simple financial contract(SLA contract itself) towards a system(SLA management system) for the management of the customer's expectations and the provider's service. The aim of this paper is to introduce and present the systematic SLM using statistical method. We discuss the service level according to two points of view: statistical method and service level management. First, we go into more detail on the objective service level using statistical method. Second, we give an overview of total service level assessment method. The proposed framework enables to measure total service level as IT outsourcing performance quantitatively from the aspect of business strategy.

The main objective of this research is to develop a model to select the optimal input service level for a distribution center-multi branch inventory distribution system. With the continuous review policy, the distribution center places an order for specific order quantity to an outside supplier, and the order quantity is replenished after a certain lead time Also, each branch places an order for particular order quantity to the distribution center to satisfy the customer demands, and receives the replenishment after a lead time. When an out of stock condition occurs during an order cycle, a backorder is placed to the upper level to fill the unfilled demands. With these situation, variable demand and variable lead time are used for better industrial practice. Further, actual lead times with a generic lead time distribution are used in developing the control model. Under the actual lead time model, the customer service measures actually attained for the distribution center and each branch are explained as the effective customer service measures. Thus, throughout the optimal control (using computer search procedures), we can select the optimal input service levels for the distribution center and each branch to attain the effective service levels for each branch which is consistent with the goal level of service for each branch. At the same time, the entire distribution system keeps minimum inventories.

이 연구는 자치단체 RMS 유지관리 현황 분석을 통해 RMS 운영성 확보를 위한 방안을 제안하는 데 목적이 있다. 이를 위해 RMS 개발 및 유지관리 사업 제안요청서 분석, RMS 업무담당자 및 사업자 인터뷰 수행 등을 통해 자치단체 RMS 유지관리 현황을 확인하였다. 자치단체 RMS 유지관리 현황은 RMS 응용SW 버전관리를 위한 운영지원이 체계적이지 않으며, 인프라(HW, 상용SW)는 기술지원 종료된 장비의 교체가 잘 이루어지 지 않고 있는 상황이다. 본 연구를 통해 자치단체 RMS 운영성 확보를 위한 방안을 다음과 같이 제안하였다. 첫째, 자치단체 RMS 안정적인 운영과 유지관리를 위해 운영지원 상시화로 무중단 체계 구축이 필요하다. 이를 위해, RMS 운영지원 요청사항에 대해 즉시 처리할 수 있는 전문인력 조직과 원격접근 가능한 환경구성 마련이 요구된다. 둘째, RMS 통합유지관리 체제 구축을 통한 일정 수준 이상의 유지관리 품질을 확보해야 한다. 현재 이원화 되어 운영 중인 RMS 응용SW 유지관리와 RMS 운영지원 업무를 통합 유지관리하여 정보화사업을 효율적 으로 추진하고, RMS 유지관리 사업단 운영을 통해 품질 높은 운영지원을 수행해야 할 것이다. 셋째, RMS 인프라 호환성 목록을 체계적으로 관리하여 자치단체 RMS 인프라 유지관리를 위한 명확한 기준을 제공해야 한다.

Through this study, the following proposals were made to secure the operability of local governments’ records management systems (RMSs). First, for the stable operation and maintenance of RMS, establishing a noninterruptible system with regular operation support is necessary. Second, improving the maintenance quality above a certain level by establishing an integrated RMS maintenance system is imperative. Third, systematically managing the RMS infrastructure compatibility list should be vital to provide clear standards for maintaining local governments’ RMS structure.

건설업의 사망만인률은 더이상 줄어들지 않고 답보상태에 있으며 이를 개선하기 위한 발주, 설계, 시공, 건설사 업관리 등 다양한 건설참여자 주체의 노력이 있다. 정부에서는 타 산업 대비 높은 건설업의 중대재해를 줄이기 위해 건설참여자들의 안전수준을 평가하고 이를 공표하여 경각심을 갖도록 하고 있다. 그러나 안전관리 수준평가의 항목, 기준, 절차에 있어서 현장 상황에 맞지 않는 점들이 나타나고 있어 이들의 개선이 필요하다. 본 연구에서는 안전관리 에 가장 열악한 상황에 있는 건설기술용역사업자에 대한 안전관리 수준평가의 개선을 위해 기존 안전관리 수준평가 결과분석, 평가자 및 피평가자 심층인터뷰(FGI)를 시행하였으며 이를 근거로 평가의 개선방향을 도출하였다.

Recently, the fatality rate in the construction industry has not decreased any more and is in a stagnant state, and there are efforts by various construction participants such as ordering, design, and construction, management to improve it. In order to reduce serious accidents in the construction industry, which is higher than in other industries, the government evaluates the safety level of construction participants and announces it to raise awareness. However, in the items, standards, and procedures of the safety management level evaluation, there are points that do not match the site situation, and it is necessary to improve them. In this study, in order to improve the safety management level evaluation for construction technology service providers who are in the worst situation for safety management, the safety management level evaluation result analysis and Focus-Group-Interview(FGI) were conducted. improvement direction was suggested.

IT서비스 관리에 대한 국내 시장은 전문 SI기업들의 IT아웃소싱 사업 모델을 대상으로 한다. 국내 SI기업들은 전격적으로 IT아웃소싱을 선택하고 SLA를 체결한 그룹 관계사들을 대상으로 IT서비스를 제공해왔기에, 상대적으로 해외 open market에 비해 SLA 적용 효과에 대한 해석과 설명의 노력을 간과했다. 본 연구에서는 12개 고객 기업 사례를 바탕으로, S기업의 4개년간 서비스수준 관리 이력을 분석함으로써 IT서비스 제공자의 서비스 품질 제고에 기여한 서비스수준 관리의 효과를 규명하였다. 첫째로 서비스수준 관리 항목별 목표수준 설정의 효과, 둘째, 서비스 유형별 Target-time 설정의 효과, 셋째, 고객 기업의 사업 영향도에 따른 중요도 구분의 효과, 넷째, 제재와 보상의 적용을 통한 서비스수준 관리의 효과를 분석하였다. 본 연구는 고객 기업과 SLA 체결을 통한 IT서비스 제공자의 서비스수준 관리 효과를 수치적 결과로 입증했다는 데 의의가 있으며, 본 연구를 기반으로 한 후속 연구과제는 IT서비스 제공자의 서비스수준 관리를 통한 서비스 품질 제고 효과가 IT아웃소싱의 비용 절감 효과에 미치는 영향 분석이 되어야 할 것으로 기대한다.

IT 아웃소싱에서 서비스수준협약(Service Level Agreement)은 필수적으로 인식되고 있으며, 그에 따른 합리적인 서비스수준관리(Service Level Management)방법이 요구되고 있다. 합리적인 서비스 수준관리(SLM)은 데이터를 기반으로 통계적 기법을 이용하여 정보기술 아웃소싱 서비스 수준을 관리하는 것이다. 그러나 서비스수준협약(SLA)이 IT 아웃소싱 분야에서 널리 확산된 반면에 그 관리방법은 기초적인 수준이다. 본 연구는 합리적인 서비스수준관리 (SLM)를 위해 통계적 기법을 이용한 서비스 목표수준을 설정하고, 체계적이고 종합적인 서비스 수준평가방안을 제시한다.

현재 SLA 를 운영하고 있는 대부분의 회사들은 IT 성능 중심의 SLM 평가를 하고 있다. 그 원인은 SLA 를 평가 관리하는 서비스 수준의 관리 요소가 서버, 네트워크, 어플리케이션 같은 기술 측면의 성능만을 운영 관리했기 때문이다. 이로 인해 SLM 평가 관리를 위한 정보시스템 서비스와 비즈니스 서비스의 연계성에 대해서는 많은 연구가 진행되지 못하였다. 따라서 본 연구의 프레임워크는 정보시스템 서비스 요청사의 비즈니스 성과와 IT 운영서비스 수준관리 연계를 통한 SLM 프레임워크를 구축하는 것을 목적으로 한다.

항만의 서비스 수준은 항만의 운영 및 관리 주체인 터미널운영사(TOC), 항만공사 및 정부의 입장에서 항만간 경쟁력의 기준이 되며, 항만의 이용 주체인 선사 및 화주의 입장에서는 어느 항만을 선택할 지를 결정하는 중요 지표로도 활용된다. 이러한 지표의 중요성을 고려하여 컨테이너 부두 및 벌크부두를 대상으로 중요 서비스 지표인 선석 점유율, 선박 대기율, 선석 처리량, 접안 척수, 평균 대기 척수, 평균 대기 시간과 같은 6개 지표를 객관적으로 정의하고 관리할 수 있는 소프트웨어를 개발하였다. 컨테이너 부두는 1개 선석부터 6개 선석까지와 벌크 부두는 1개 선석부터 4개 선석까지를 선택적으로 활용할 수 있도록 6개의 서비스 지표를 산정하여 예측이 가능토록 하였다. 이를 활용하면 선석점유율 대비 선박 대기율, 선석 처리량, 접안 척수, 평균 대기 척수, 평균 대기 시간을 예측할 수 있다. 추가하여 선박의 도착 패턴에 따라 선박 대기율과 항만의 생산성 지표인 연간 처리량도 어떻게 변화되는지를 예측할 수 있도록 하였다. 결과적으로, TOC 입장에서는 서비스 지표인 선박 대기율과 생산성 지표인 연간 처리량의 관계에서 최적의 운영 수준을 전략적으로 선택(Trade-off)할 수 있으므로 경쟁 항만에 대비하여 더 많은 선사 및 화주를 유치할 수 있으므로 터미널 수입도 극대화할 수 있다.

Port service level is a metric of competitiveness among ports for the operating/managing bodies such as the terminal operation company (TOC), Port Authority, or the government, and is used as an important indicator for shipping companies and freight haulers when selecting a port. Considering the importance of metrics, we developed software to objectively define and manage six important service indicators exclusive to container and bulk terminals including: berth occupancy rate, ship's waiting ratio, berth throughput, number of berths, average number of vessels waiting, and average waiting time. We computed the six service indicators utilizing berth 1 through berth 5 in the container terminals and berth 1 through berth 4 in the bulk terminals. The software model allows easy computation of expected ship's waiting ratio over berth occupancy rate, berth throughput, counts of berth, average number of vessels waiting and average waiting time. Further, the software allows prediction of yearly throughput by utilizing a ship's waiting ratio and other productivity indicators and making calculations based on arrival patterns of ship traffic. As a result, a TOC is able to make strategic decisions on the trade-offs in the optimal operating level of the facility with better predictors of the service factors (ship's waiting ratio) and productivity factors (yearly throughput). Successful implementation of the software would attract more shipping companies and shippers and maximize TOC profits.

PURPOSES : This study aimed to evaluate the performance of pavement management works and to develop a function for estimating the level of service (LOS) and cost of service (COS) for the systematic and quantitative management of pavement performance in the public sector. METHODS : The International Roughness Index (IRI) was used as the performance index for pavement management. Long-term pavement performance data for a period of 7 years (2007-2014) collected by the National Highway Pavement Management System and historical maintenance budget data published by the South Korean government were used to develop the LOS-COS function. Based on the function, a model for estimating the appropriate budget as well as the network conditions was suggested. RESULTS : There was high degree of correlation between pavement performance and the investment level (R = - 0.74). The developed LOS-COS function suggested that the unit cost to improve the network IRI to 1 m/km was 32.6 billion KRW. Further, the maintenance costs normalized with respect to the LOS levels were LOS-A = 88.2 billion KRW, LOS-B = 55.6 billion KRW, and LOS-C = 23.0 billion KRW. CONCLUSIONS : This study proposes a simple way of developing a LOS-COS function. It also shows how to develop a network budget demand and condition estimation model using the LOS-COS function. In addition, it is the first attempt to evaluate the road maintenance budget in South Korea. It is expected that these results will help in the negotiations between the road managers and budget makers.

PURPOSES: The aim of this paper is developing user-oriented flexible Level Of Service (LOS) system for integrated asset management of various road facilities. It is essential to overcome limitations of general management systems which only focus on a type of assets (e.g. pavement, bridge etc.), and to serve a customizable LOS platform for smooth implementation and future improvement of the LOS considering various managerial environments of road agencies. METHODS: This study suggested a total framework of the LOS system as a process for self-development, operation and improvement of LOS system to conduct the PDCA (Plan-Do-Check-Act) in management process. In the process, we adopted user-customizable elements regarding asset definition, service index and evaluation method to match with the managerial environment of road agencies. In addition, we conducted an empirical study on the entire process of the suggested LOS system with a real road agency (Korea Express Highway) to prove applicability of the LOS system. RESULTS: From the empirical study, we confirmed that the suggested LOS system framework were suitable for development of customized LOS system. In addition, evaluation of asset conditions by LOS ratings, and quantification of vision achievement of the Korea Express Highway were successfully made. It would be the first trial in integrated management approach with LOS systems for numerous road facilities. CONCLUSIONS : It was recognized that easy application and sustainable improvement of the LOS was the most critical point in asset management. The suggested LOS system would be a powerful weapon as a managerial tool in preparing tight budget, aging infrastructures, and increased demands for more accountability both in Korea and internationally. Implementation of the LOS system needs to be expanded to the other infrastructure members to serve satisfactory level of service to taxpayers.

본 연구는 인적자원관리가 신규 공무원의 공직가치 수준에 미치는 영향을 고몰입 인적자원관리의 관점에서 AMO 이론을 적용하여 분석하고자 하였다. 공직가치 영향요인에 관심을 가진 선행연구들은 전통적인 인사관리 관점에서 다양한 요인과 공직가치의 관계 규명 자체에 집중해온 경향이 있으나, 본 연구는 공직가치를 내재화하는 주체인 공무원을 능동적인 관점에서 바라보고 고몰입 인적자원관리 요인들이 어떻게, 왜 공직가치에 영향을 미칠 수 있는지를 설명하고자 하였다. 또한 고몰입 인적자원관리가 신규 공무원의 공직가치 수준에 영향을 미침에 있어 상사의 변혁적 리더십이 이들 간의 관계를 조절할 수 있을 것이라 보고 이를 규명하고자 하였다. 분석 결과, AMO의 역량요인인 교육훈련 및 개발, 동기요인의 승진, 기회요인의 의사결정 참여는 공직가치에 직접적으로 긍정적인 영향을, 동기요인의 보상은 부정적인 영향을 미치는 것으로 나타났다. 조절변수인 변혁적 리더십은 기회 요인인 직무자율성 및 의사결정참여와 공직가치의 관계를 유의미하게 강화하는 것으로 나타났다. 이러한 실증분석 결과를 토대로 공직가치 연구로서의 이론적 함의와 신규 공무원의 공직가치 제고를 위한 실천적 전략을 제시하였다.

This study analyzes the effects of human resource management on the level of public service values of new public officials by applying the AMO theory from the perspective of high commitment human resource management. Previous studies examining factors influencing public service values ??had the propensity to focus on identifying the relationship between various factors and public service values ??from a traditional personnel management perspective. The purpose of this study is to explain how and why high commitment human resource management factors can affect public service values. In addition, this study examines whether the transformational leadership of superiors can have a moderating effect on the relationship between high commitment human resource management and public service values. The analysis results substantiate that the education and training of ability factor, promotion of motivation factors, and participation in decision-making of opportunity factors both directly and positively affected public service values, while the compensation of motivation factors had a negative effect. The moderating variable, transformational leadership, was found to significantly strengthen the relationship between job autonomy and decision-making participation, which are opportunity factors, as well as public service values. Based on the results of this empirical analysis, theoretical implications as a public service values study and practical strategies to enhance the public service values of new public officials were presented.

This study has the distinction of consumers(tenants, etc.) in terms of housing apartments in one of the ways to increase satisfaction(maintain) the quality of service configuration management to maintain service quality factors, divided as follow Maintain quality of service, Quality of Service Life Management, Quality of service operations management, Quality of service communications management, Enabling Community. The results and implications of this study are summarized as follows. First, the pre-sale public housing management service quality factors like the majority of satisfaction and also turned out to influence. Second, maintain service quality, operations management service quality, satisfaction, and recommendations of the residential community activation degree impact positive significant, Life Management Service Quality showed the opposite effect. Third, the communication management service quality through the official channels of communication independent of satisfaction with the service quality has been dismissed.