Chulhyun Kim

Benchmarking of service quality with data envelopment analysis

This paper proposes a data envelopment analysis (DEA) approach to measurement and benchmarking of service quality. Dealing with measurement of overall service quality of multiple units with SERVPERF as multiple-criteria decision-making (MCDM), the proposed approach utilizes DEA, in particular, the pure output model without inputs. The five dimensions of SERVPERF are considered as outputs of the DEA model. A case study of auto repair services is provided for the purpose of illustration. The current practice of benchmarking of service quality with SERVQUAL/SERVPERF is limited in that there is little guidance to whom to benchmark and to what degree service quality should be improved. This study contributes to the field of service quality benchmarking by overcoming the above limitations, taking advantage of DEAs capability to handle MCDM problems and provide benchmarking guidelines.

Identifying core technologies based on technological cross-impacts: An association rule mining (ARM) and analytic network process (ANP) approach

This study proposes a new approach to identifying core technologies from a perspective of technological cross-impacts based on patent co-classification information with consideration of the overall interrelationships among technologies. The proposed approach is comprised of two methods: association rule mining (ARM) and the analytic network process (ANP). Firstly association rule mining (ARM) is employed to calculate the technological cross-impact indexes. Since the confidence measure in ARM is defined as a conditional probability between two technologies, it is adopted as an index for evaluating technological cross-impacts. The technological cross-impact matrix is then constructed with all calculated cross-impact indexes. Secondly, the ANP, which is a generalization of the analytic hierarchy process (AHP), is conducted to produce priorities of technologies with consideration of their direct and indirect impacts. The proposed approach can be utilized for technology monitoring for both technology planning of firms and innovation policy making of governments. A case of telecommunication technology is presented to illustrate the proposed approach.

Measuring efficiency of total productive maintenance (TPM): a three-stage data envelopment analysis (DEA) approach

Total productive maintenance (TPM) is a manufacturing strategy that has been successfully employed globally for the last three decades. A prerequisite for benefiting from TPM is to measure the performance of TPM activities. Although overall equipment effectiveness has widely been used as a performance measure of TPM activities, it is a measure for TPM effectiveness. It is also required to measure the performance of TPM implementation in terms of efficiency. This study intends to measure the efficiency of TPM implementation using data envelopment analysis (DEA) with consideration of the overall process of TPM implementation. Since more and more organisations are increasingly relying on self-directed work team (SDWT) to accomplish organisational tasks in TPM implementation, this study employs SDWT as a unit of analysis. The process of TPM implementation is captured in a three-stage model: stage 1 (from TPM input to TPM intermediate output), stage 2 (from TPM intermediate output to TPM final output), and stage 3 (from TPM input to TPM final output). Every SDWT in every team is evaluated together by DEA for each stage. The relationships between the efficiency scores of the three stages are analysed by correlation analysis. Also, cluster analysis is conducted to identify different types of SDWTs in terms of TPM implementation.

A database-centred approach to the development of new mobile service concepts

This paper proposes a database-centred approach to the systematic development of new mobile service concepts. Keyword vectors are first constructed by applying text mining to the collected mobile application documents. Alternative mobile service concepts are generated by employing morphological analysis to the keyword vectors. Subsequently, by applying conjoint analysis, a portfolio matrix is constructed to evaluate and manage the newly derived mobile service concepts. The working of the proposed approach is provided with the help of a case study of mobile game service concept development by analysing the Apple App Store. The proposed approach can supplement the shortcomings of customer-centred approaches, and it is expected to help service managers and designers in the actual development of new mobile service concepts.

Identification and Management of opportunities for technology-based services: a patent-based portfolio approach

One of the most crucial activities for the successful development of new technology-based services is opportunity identification. Previous studies have mainly been customer-centred, focusing to specific types of technology-based services with the lack of data and quantitative methodology. This study proposes a technology-centred approach to identify and manage opportunities for technology-based services using business model (BM) patents. Network analysis with citation information is employed to analyse the effect of technology fields on service sectors at the macro-level, after which cross-impact analysis with co-classification information is applied to identify their relationships at the micro-level. A portfolio map is constructed from these macro- and micro-level analyses for identification and continuous management of opportunities. The operation of the proposed approach is provided with a case study of information technology (IT) and mobile services. The proposed approach could help to reduce the uncertainty in the fuzzy front-end stages of the development process of new technology-based services.

Identifying core environmental technologies through patent analysis

This study proposes a new approach for identifying core environmental technologies based on patent co-classification information. First, technological interrelationship matrices of intensity, relatedness and cross-impact perspectives are constructed with support, lift and confidence values calculated by conducting an association rule mining on the co-classification information of patent data. Second, the analytic network process is applied to the constructed technological interrelationship matrices in order to produce the importance values of environmental technologies from each perspective, considering their direct and indirect interrelationships. Finally, data envelopment analysis is employed to the derived importance values in order to identify priorities of environmental technologies, putting three perspectives together. The proposed approach can be utilized for both firms’ planning of environmental technologies and eco-innovation policy-making of governments.

On a Patent Analysis Method for Identifying Core Technologies

This study proposes a new approach to identifying core technologies from the perspectives of co-occurrence, relatedness, and cross-impact based on patent co-classification information with consideration of the overall interrelationships among technologies. First, association rule mining is employed to derive the co-occurrence, relatedness, and cross-impact indexes and three technological matrixes are constructed. Second, the analytic network process is conducted to produce importance values of technologies for three perspectives with consideration of their direct and indirect impacts. Finally, data envelopment analysis is applied to identify priorities of technologies. The proposed approach can be utilized for technology monitoring for both technology planning of firms and innovation policy making of governments.

A systematic approach to identify core service technologies

ABSTRACT In spite of the importance of service technologies in the service industry, they have not been analysed systematically. In response, this study proposes a new approach to identify core service technologies. At first, the technological interrelationship matrices from the perspectives of intensity, relatedness, and cross-impact are constructed with support, lift, and confidence values calculated by conducting an association rule mining on the co-classification information of business method patent data. The analytic network process is applied to the constructed technological interrelationship matrices in order to produce the importance values of service technologies from each perspective, considering their direct and indirect interrelationships. Data envelopment analysis is then employed to the derived importance values in order to identify core service technologies, putting three perspectives together. The proposed approach can be utilised for both firms’ planning of service technologies and service innovation policy-making of governments.

Identification of a technological chance in product-service system using KeyGraph and text mining on business method patents

Notwithstanding the prevailing trend towards a product-service system (PSS), literature has not fully supported a companys PSS innovation due to an absence of available data and a lack of quantitative methodology. In particular, despite the importance of technology in PSS, literature has paid little attention to technology as an innovation source of PSS. In order to fill this academic and practical lacuna, this study proposes a database-centred approach for the identification of technological chances in PSS as an innovation source. For analysing PSS innovation, business method (BM) patents are utilised as a data source; further, the complementary pair of KeyGraph for chance discovery and text mining for knowledge discovery is systematically applied as a quantitative methodology. To illustrate the utility of the proposed approach, the case study of PSS in the mobile area is presented.

On the Generation and Evaluation of Mobile Application Service Concepts

This study suggests an approach to mobile application service concept s generation and evaluation with an analysis of a mobile application store database. To generate mobile application service concepts, text mining and morphological analysis are employed. Conjoint analysis is applied to evaluate them . The detailed procedure is illustrated with a case study of mobile game application service concept development by analyzing the Apple App Store. The proposed can provide service managers and designers with guidelines and implications in the real processes of mobile service concept generation and evaluation .