Youn Sung Kim

The Evolution of Research on Quality: Papers Published in Journal of the Korean Society for Quality Management (2007-2011)

The purpose of this study is to identify and classify main research streams and trends on papers published in Journal of the Korean Society for Quality Management (JOKSFQM) during a five year period, from 2007 to 2011. 228 papers published during the period were collected for the study and analyzed to classify dimensions of research in terms of research themes, methods, and industries, etc. The results of the study showed that the 28 of 36 themes, which are presented by the Korean Society for Quality Management (KSFQM), are related to quality issues and new six themes are studied. The total of 34 themes is classified into seven research categories based on previous studies as follows: 32 % of process areas, 30.3% of leadership, 7.5% of customer and market focus, 5.6% of organizational performance, 6.6% of strategic planning, 1.3% of workforce, and 15.8% of other areas. The results indicate that quality related research need to reflect new demands of rapidly changing business market environment, such as innovation, ethic, and/or social responsibility, etc.

Relationship between Service Design Tools and Service Innovation - Focused on Korean Healthcare Cases

In this paper, we have determined the strategic service design tools and methods by examining the associations among different size of health and medical service industry and investigate if service design tools and methods are positively related to service innovation. The categorized service design tools and methods in the service design will be used to examine the associations among two different types of health and medical service providers which are classified according to the operational regulations and sizes in Korea: clinics and general hospitals as a case study. Findings support that health and medical service industry may improve their performance winning the challenges associated with using the most appropriate strategic service design tools and methods in the service design.

A Study on the Effects of the Port Service Quality on Customer Satisfaction and Performance in Incheon Port

Purpose: The purpose of this study was to propose useful suggestions by analyzing causal effect relationship between port service quality, and customer satisfaction and performance in port industry. Methods: The collected data through the survey were analyzed using multi-regression analysis. The measurement tools used for this study were divided into three dimensions such as internal quality, interaction quality and environmental quality. Results: The results of this study are as follows; regarding the influence of pot service quality dimension on customer satisfaction, it was found that the effects of interaction quality and internal quality were significant and those of environmental quality was not significant on customer satisfaction. It was found that customer satisfaction made statistically significant influence on performance from the investigation of the causal effect relationship between customer satisfaction and performance. Conclusion: Incheon Port needs to act actively paying attention to port facilities, efficient operation, network, cargo recruitment activities, smooth communication and fast handling.

Literature Review on the Service Quality in KSQM for 50 Years

Purpose: This paper reviews the papers on service quality issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of service quality issues for several categories in terms of industry as well as research model. Methods: By use of the double diamond design process model 71 papers are analyzed 4 stages which are discover, define, develop and deliver. And all of service quality issues are classified into 4 categories: service factory, mass service, service shop and professional service by the service process matrix typology. Results: According to this review, there are several features of research trends. There are ‘from physical service to information-intensive service pattern’ and ‘from private sector to public sector pattern’. And the Kano model has been a steady-selling model to measure the service quality as like a SERVQUAL. Another meaningful issue was a convergency of the research method and tools such as BSC, CRM, AHP, DEA, Information System, Systgem Dynamics and 6 Sigma. Conclusion: The review paper is expected to provide future direction to improve service quality theories and applications. There are three future research topics: Application area, measurement model and research purpose.

Service Blueprinting Analysis(SBA) on B2B Courier Services – Focus on Company Y

Purpose: This research aims to analyze the service process of corporate courier services in order to offer service providers possible directions for adaptation of new technologies and assurance of better quality services. Methods: Through the analysis on the parcel service process of company Y by applying service blueprinting method, the overall process and failure service points of corporate courier services can be recognized and investigated. Next, the several newer technologies, augmented reality glasses, exoskeleton, and drone are applied to the service process of company Y as they are suggested by the literature review and referenced to DHL’s report on the Fourth Industrial Revolution. Then, service options to overcome the service failure points to improve the service process can be produced. Results: The parcel service process of the company Y is utilized as a hub-and-spoke structure by having distribution and delivery centers which separates customers into two types, ones using the total services and the others only using the delivery service. In addition, the main cause of the service failures is determined that it is due to the limited working hours of delivery centers compared to the workload. Conclusion: This research contributes in better understanding of corporate courier services and providing information for benchmarking. An empirical research on the costs and the efficiencies of applying the new technologies is suggested for the further improvement in the processes of corporate courier services. Key Word: Corporate courier service, Fourth industrial revolution, Service blueprinting, Service Innovation, Service Process. ● Received 14 March 2017, 1st revised 22 March 2017, accepted 23 March 2017 Corresponding Author(gracebae@inha.ac.kr) c 2017, The Korean Society for Quality Management This is an Open Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0) which permits unrestricted non-Commercial use, distribution, and reproduction in any medium, provided the original work is properly cited. ※ 본 연구는 인하대학교의 지원에 의하여 수행되었습니다. ISSN 1229-1889(Print) ISSN 2287-9005(Online) J Korean Soc Qual Manag Vol. 45, No.1:129-138, March 2017 http://dx.doi.org/10.7469/JKSQM.2017.45.1.129 130 J Korean Soc Qual Manag Vol. 45, No. 1: 129-138, March 2017

Services in International Trade of China: Factors Influence on the Share

This study examines possible factors influencing on the share of services in international trade of Japan. Until China overtook in 2004, Japan had stayed as the leading Asian exporter. Together with the United States and Germany, Japan was one of the major exporter of value added in final demand for many countries around the world. While the most of major OECD countries were carrying on economic growth through the export expansions for the past ten years, the proportion of exports to Japan’s GDP and its growth in the percentage are low, especially in relation to services trade. Therefore, this research pays attention to the periodical changes of services in international trade of Japan in order to determine the factors. To build a theoretical framework, qualitative method is used based on the literature review within the frame of reference to services and perspective of international trade. With respect, the perception and perspectives of different critics were reviewed and analyzed during that data collection in different languages: Japanese, Chinese, English, and Korean. The factors influenced on the shares of services in international trade of Japan are determined through the analysis and they are: technological development, direct foreign investment, liberalization of trade, agreements with neighboring and foreign countries, and natural disaster.

Inventory Management in Distribution Channels

The purpose of this paper is to determine the actual strategies used in Inventory Management in the field of Distribution phenomenon. In the first part of the research, theoretical backgrounds will be reviewed in order to provide better understanding the importance of Inventory Management in Distribution Management. The qualitative data were gathered by face to face interviews and a phone interview from four selected intermediaries. The study finds intermediaries practicing JIT in the sales and distribution and maximizing the sales activities and minimizing the inventory cost by giving up on an opportunity cost.

A Study on the Development of Guide to Overcome Risks When Buying Wines

The Korean wine market is growing year by year recently especially in Off-trade market. It shows not just a part of the very few consumer-driven trend. The purchases of wine is always not so easy because the risk factors and failure points occur when buying wines. Most of wine consumers feel difficulties when buying wines at phase of previous step, buying step and after buying step. Wine consumers can be divided into the wine experts, wine lovers, novices, outsiders. To guide an wine buying with less failures to each representative of wine consumer characteristics and needs, user persona and scenario for the reduced failure were derived.

CLO (Card Linked Offer) as a New Competitive Weapon in the Credit Card Company

Digitalization is also a new normal in the credit card industry in Korea. Recently CLO(Card Linked Received (October 08, 2015), Review Result(October 26, 2015) Accepted(November 06, 2015), Published(December 31, 2015) (First Author) 330-704 Division of Tourism, Baekseok Univ, 76 Munam-ro, Dongnam-gu Cheonan-si Chungcheongnam-do, Korea email: jyyeon@bu.ac.kr (Corresponding Author) 402-751 College of Business Administration, Inha Univ, 100 Inha-ro, Incheon, Korea email: keziah@inha.ac.kr 100-715 College of Business Administration, Dongguk Univ, 30 Pildong-ro 1-gil, Jung-gu Seoul, Korea email: scyoo@dongguk.edu * 이 논문은 인하대학교의 지원에 의해 작성되었습니다. CLO(Card Linked Offer) as a New Competitive Weapon in the Credit Card Company Copyright c 2015 HSST 468 Offer) services are starting to emerge in the Korean credit card industry and appear to be gaining customer favor. Through CLO, customers are able to enjoy the better shopping deals as well as the credit card companies such as Shinhan Card and Samsung Card may renovate and strengthen their value proposition. Because CLO platform will be an innovative cardholder loyalty solution. With this secure, flexible, easy-to-use and fully integrated system, CLO services that leverage payment data analytics to provide the cardholder with customized shopping deals and create an opportunity for the merchant to launch a loyalty campaign may be implemented in just in time. In terms of competition, launching CLO services will entail a number of challengers. In this paper we will figure out the critical success factors of CLO services. And then the strategic insight will be suggested.

A Basic Study on Collaborative Plan of Translational Service Research for Accelerating New Drug Development

With the continued growth of pharmaceutical industry, the international competitions on investment in new drug development have been accelerated. While the basic research in the field of life sciences has made outstanding progress internationally, Korea yet does not have globally acknowledged results generated from innovative drug development, for which discussions to establish various strategies and policies are underway. In this context, it is to be noted that the role of translational service research, which connects outcome of basic research to clinical applications in order to facilitate new drug development, is being highlighted nationally and internationally. This study is a) to address major obstacles the drug development of Korea confronts, b) to analyze cases of key translational research conducted in domestic and abroad, c) and to draw implications to be considered for building translational service research collaborative model in the Korean context. It is finally to propose a policy option that will lead Korea to overcome the insufficiencies and weak bases compared to the advancement of leading pharmaceutical countries, such as US and Europe, by building effective collaborations between academia, institute and industry.