서비스품질을 고려한 경영혁신 지원 솔루션의 개발
- Title
- 서비스품질을 고려한 경영혁신 지원 솔루션의 개발
- Other Titles
- Developing a Management Improvement Supporting Solution in Consideration of Service Quality
- Author
- 안선응
- Keywords
- Service Quality Index; Quality Improvement Road Map; Quality Improvement Action Plan
- Issue Date
- 2008-06
- Publisher
- 한국산업경영시스템학회
- Citation
- 산업경영시스템학회지, v. 31, No. 2, Page. 28~35
- Abstract
- Most organizations have recently put more emphasis on the improvement in service quality. This phenomenon could come
from the recognition that service quality plays an essential role in enhancing organization`s business performance. Hence this
paper presents a framework for improving such service quality. The presented framework involves the methodology for (i) developing
service quality indices, (ii) measuring and evaluating service quality, (iii) analyzing the level of service quality, (iv) constructing
the quality improvement road map, (v) determining the quality improvement action plan. This methodology is intended to create
self-sustaining improvement in service quality from the entire organization`s perspective. An illustration is also given.
- URI
- http://scholar.dkyobobook.co.kr/searchDetail.laf?barcode=4010022016374https://repository.hanyang.ac.kr/handle/20.500.11754/104633
- ISSN
- 2005-0461
- Appears in Collections:
- COLLEGE OF ENGINEERING SCIENCES[E](공학대학) > INDUSTRIAL AND MANAGEMENT ENGINEERING(산업경영공학과) > Articles
- Files in This Item:
There are no files associated with this item.
- Export
- RIS (EndNote)
- XLS (Excel)
- XML