Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지

A Study on the Efficiency of Total Quality Management Activities in Service Sector

한국 서비스기업의 TQM 활동 효율성에 관한 연구

  • Published : 2004.12.01
Download PDF
⟨ Previous Next ⟩

Abstract

In this era of intense competition, TQM has become the key program in organizations as they strive for a competitive advantage. It has been applied to manufacturing and service sector since BNQA model was established in 1987. TQM literature for manufacturing sector abounds with empirical studies on the critical dimensions of TQM, but there is few empirical studies on the TQM evaluation for service sector. In this paper, two methodologies are applied to evaluate the TQM activities of service companies comparatively One of them is the traditional scoring system(TSS) by analytic hierarchy process(AHP). The other is the efficiency measuring system(EMS) by data envelopment analysis(DEA). DEA outperformed other alternative methods to measure the efficiency and it can be applied to evaluate the TQM activities. The objective of this paper is to evaluate TQM activities of domestic service companies by applying TAE(Total quality management Activities Evaluation) model to them. The result of this study is that TSS scores are not significantly correlated with EMS scores. It means that service organizations must not only make efforts to get the higher scores in terms of TSS but also take necessary steps to enhance their efficiencies.

Keywords

References

  1. 김연성, '은행에서의 품질경영:은행 영업점에서의 고객만족도와 경영효율성을 중심으로', '대한품질경영학회 춘계학술대회 발표논문집', 1997, 4, pp.354-369
  2. 유한주, '우리 나라 기업의 품질경영활동 평가에 관한 연구', '한국생산관리학회',제8권, 제1호, 1997, 4, pp.124-136
  3. 유한주, 이정동, '효율성 기준에 의한 건설업의 TQM 활동평가', '한국생산관리학회',제8권, 제3호, 1997, 12, pp.103-115
  4. 유한주, '품질경영활동의 효율성을 고려한 평가모형', '品質經營學會誌', 第26券 第3號, 1998. 9, pp.100-107
  5. 한국표준협회, '서비스품질 우수기업 인증 심사기준', 2004
  6. Berry, L. L., Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success, Free Press, New York, 1999
  7. Bitner, M. J., et al., 'The service encounter: diagnosing favourable and unfavourable incidents', Journal of Marketing, Vol.54, 1990, pp.71-84 https://doi.org/10.2307/1252174
  8. Chandon, J. L. et al., 'Service encounter dimensions - a dyadic perspective: measuring the dimensions of service encounters as perceived by customers and personnel', International Journal of Service Industry Management, Vol.8, No.1, 1997, pp.65-86 https://doi.org/10.1108/09564239710161088
  9. Charnes, A., Cooper, W. W., Rhodes, E., 'Measuring the efficiency of decision making units', European Journal of Operational Research, 1978, Vol.2, No.6, pp.429-444 https://doi.org/10.1016/0377-2217(78)90138-8
  10. F$\ddot{a}$re, R., S. Grosskopf, and C.A.K. Lovell, Production frontiers, Cambridge University Press, Cambridge, 1994
  11. Hanjoo, Yoo and Jeong-Dong, Lee, 'A comparison of the traditional scoring system with the efficiency measuring system for evaluating the TQM activities', '品質經營學會誌', 第27券 第2號, 1999. 6, pp.47-56
  12. Keaveney, S. M., 'Customer switching behaviour in service industries: an exploratory study', Journal of Marketing, Vol.59, 1995, pp.71-82
  13. Lee J. D. and T. Y. Kim, 'Measuring Network Effect in Energy Distribution Industry: With Policy Implications for Industrywide Regulation, 18th Annual North American Conference, USAEE/ IAEE, San Francisco, 1997
  14. Lewin, A. Y. and C. A. K. Lovell, 'Productivity analysis: Parametric and non-parametric applications', European Journal of Operational Research, Special Issue, Vol.80, No.3, 1995
  15. Schneider, B. and Bowen, D. E., 'Personnel/human resources manage- ment in the service sector', Research in Personnel and Human Resources Management, Vol.10, 1992, pp.1-30
  16. Schneider, B. and Bowen, D. E., Winning the Service Game, Harvard Business School Press, Boston, MA, 1995
  17. Shang, J. and Sueyoshi, T., 'A unified framework for the selection of a flexible manufacturing system', European Journal of Operational Research, Vol.85, 1995, pp.297-315 https://doi.org/10.1016/0377-2217(94)00041-A