Journal of the Korea Convergence Society (한국융합학회논문지)

Korea Convergence Society (한국융합학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on the Service Quality of Smart Factory Support Policy Using Kano Model and PCSI

Kano 모델과 잠재적 고객만족개선지수(PCSI)를 활용한 스마트 공장 지원정책의 품질속성 분석

  • Kim, Hosung (Department of IT Convergence Science and Management, KOREATECH) ;
  • Ji, Ilyong (Department of IT Convergence Science and Management, KOREATECH)
  • 김호성 (한국기술교육대학교 IT융합과학경영학과) ;
  • 지일용 (한국기술교육대학교 IT융합과학경영학과)
  • Received : 2019.11.19
  • Accepted : 2020.03.20
  • Published : 2020.03.28
Download PDF
⟨ Previous Next ⟩

Abstract

As the 4th industrial revolution has been an emerging issue, the government and industry has paid increasing interest to smart factory. The Korean government has made efforts to establish smart manufacturing capabilities of small-to-medium sized firms by providing supports for smart factory. However, the effectiveness of the supports and satisfaction of firms have hardly been analyzed. This study aims to analyze firms' satisfaction by attributes of policy suuports for smart factory and identify priorities for government supports. The results show that 8 out of 11 attributes were one-dimensional and 3 were attractive attributes. Among the 11 attributes, funding support was the top priority. The attributes such as dispatching external experts, consulting for sophistication of smart-factory, and consulting for maintenance and repair were also high priorities. These results imply that firms prefer supports for maintenance and sophistication to adoption or initial establishment of smart factory.

최근 4차 산업혁명 이슈가 부상하게 됨에 따라, 정부와 산업계에서는 스마트공장에 대한 관심이 증가하고 있다. 이에 정부에서는 스마트공장에 대한 정책지원을 제공하여 국내 중소·중견기업의 스마트 제조역량 구축을 유도하고 있다. 그러나 이러한 정책적 지원의 효과성이나 기업들의 만족도에 대해서는 거의 알려진 것이 없다. 이에 본 연구에서는 Kano 모델과 고객만족개선지수를 활용하여 스마트공장 지원정책의 요소별 기업들의 만족도를 분석하고 정책지원의 우선순위를 도출하고자 하였다. 연구 결과 총 11개 품질요소 중 8개가 일원적 품질요소, 3개는 매력적 품질요소였다. 또한 자금지원의 우선순위가 가장 높았으며, 외부전문가 파견, 고도화준비 컨설팅, 유지보수 관련 컨설팅 등도 순위가 높았다. 이러한 결과는 기업들이 스마트공장의 도입이나 기초수준 구축 정도의 지원보다는 유지보수와 고도화에 대한 지원을 더 많이 요구하고 있음을 시사한다.

Keywords

References

  1. KATS. (2015). Smart Factory Technology and Standardization Trends. Chungbuk: Korea Agency for Technology and Standards.
  2. S. J. Kim. (2017). The Current Trends and Implications of Smart Factory R&D in Resonse to the Fourth Industrial Revolution. Seoul: KISTEP.
  3. M. S. Yim. (2016). The Convergence between Manufacturing and ICT: The Exploring Strategies for Manufacturing version 3.0 in Korea. The Journal of Digital Convergence. 14(3), 219-226. DOI : 10.14400/JDC.2016.14.3.219
  4. D. P. Shin & Y. N. Yang. (2018). An Analysis of Smart Factory Policy and Its Implications for Leading Innovation in the Manufacturing Industries. Seoul: KISTEP.
  5. J. S. Kang & K. T. Cho. (2018). An Analysis of the Effect of Government Support on Automation and Smart Factory. Journal of Korea Technology Innovation Society, 21(2), 738-766.
  6. H. Cho. (2017). Manufacturing Innovation by ICT, Smart Factory. Daejeon: IITP.
  7. MOTIE. (2015). R&D Strategy of Smart Factory Industry. Sejong: Ministry of Trade, Industry and Energy.
  8. D. H. Byun. (2016). Trend of Smart Factory and Model Factory Cases. The e-Business Studies, 17(4), 211-228. DOI : 10.20462/TeBS.2016.08.17.4.211
  9. MOTIE. (2017). 2017 Smart Factory Support Program Guidebook. Sejong: Ministry of Trade, Industry and Energy.
  10. KOSMO. (2019). Introduction to Smart Factory. [Online]. https://www.smart-factory.kr/smartFactoryIntro
  11. J. C. Shin, K. I. Kim. (2018). The Necessity of Smart Factory's Standards and Certification System Based on Grounded Theory. Journal of Convergence for Information Technology, 8(2), 203-208. DOI :10.22156/CS4SMB.2018.8.2.203
  12. K. I. Kim. (2017). The Study on Perception of Adoption of Certification System for Smart Factory. Journal of Convergence for Information Technology, 7(3), 153-158. DOI : 10.22156/CS4SMB.2017.7.3.153
  13. J. Park. (2017). Analysis on Success Cases of Smart Factory in Korea: Leveraging from Large, Medium, and Small Size Enterprises. The Journal of Digital Convergence. 15(5), 107-115. DOI : 10.14400/JDC.2017.15.5.107
  14. Commercializations Promotion Agency for R&D Outcomes. (2018). Smart Factory Industry and Market Trends. Seoul: Commercializations Promotion Agency for R&D Outcomes.
  15. J. W. Park. (2016). Government Policy for Smart Factory and Outcomes. Industrial Engineering Magazine, 23(1), 13-17.
  16. G. S. Lee. (2018). Trends of Smart Factory Policy and Industry. The Magazine of the IEEE, 45(6), 31-34.
  17. I. J. Lee & Y. H. Choi. (2019). Smart Factory Policy in Korea. Information and Control Symposium, 4, 45-45.
  18. H. Lee, Y. J. Kim, J. Lim, Y. W. Kim, S. H. Lee. (2017). Analysis of Field Conditions and Requirements for Deploying Smart Factory. Journal of the Korean Society for Precision Engineering, 34(1), 29-34. DOI : 10.7736/KSPE.2017.34.1.29
  19. H. D. Kim, K. G. Lee, J. W. Yoon & S. Youm. (2019). Effect of SMEs Business Conditions on Smart Factory Level. Korean Journal of Business Administration, 32(9), 1561-1579. DOI : 10.18032/kaaba.2019.32.9.1561
  20. J. H. Oh, J. H. Seo & J. D. Kim. (2019). The Effect of Both Employees Attitude toward Technology Acceptance and Ease of Technology Use on Smart Factory Technology Introduction level and Manufacturing Performance. Journal of Information Technology Applications & Management, 26(2), 13-26. DOI : 10.21219/jitam.2019.26.2.013
  21. C. Sung. (2019). A Study on the Actual Condition of Construction in Smart Factory by Small and Medium-sized Manufacturing Companies. Journal of the Korea Academia-Industrial Cooperation Society, 20(9), 182-187. DOI : 10.5762/KAIS.2019.20.9.182
  22. N. Kano, N. Seraku, F. Takashi & S. Tsuji. (1984). Attractive Quality and Must-be Quality. The Journal of the Japanese Society for Quality Control, 14(2), 39-48.
  23. M. Timko. (1993). An Experiment in Continuous analysis. The Center for Quality of Management, 2(4), 17-20.
  24. S. U. Lim & Y, T. Park. (2010). Potential Customer Satisfaction Improvement Index Based on Kano Model. Journal of Korean Society for Quality Management, 38(2), 248-260.
  25. J. Lee & D. H. Ham. (2015). User-Centered Analysis of Functional Requirements of Navigation Systems Based on the Kano Model. Journal of Integrated Design Research, 14(3), 9-18. https://doi.org/10.21195/jidr.2015.14.3.001
  26. H. Jin, J. Park & D. Ham. (2016). Classification of Functional Requirements of Main Appliances of Home Automation by the Use of Kano Model. Journal of Integrated Design Research, 15(4), 107-120. https://doi.org/10.21195/jidr.2016.15.4.009
  27. J. W. Lee & M, S. Lee. (2018). A study on the classification of medical tourism service quality elements for Chinese tourists. International Journal of Tourism and Hospitality Research, 32(1), 125-139. DOI : 10.21298/IJTHR.2018.01.32.1.125
  28. S. T. Kim & H. S. Kim. (2015). A Study on the Classification of the Quality of E-Government Service Using the Kano Model : Focusing on Civil Servants and Citizens. Korean Journal of Policy Analysis and Evaluation, 25(3), 235-258.
  29. H. L. Yoo, K. S. Ahn & S. H. Hyun. (2015). A Study on the Priority of Policy Agenda Using the Kano Model"s PCSI Index - Focusing on Lee Myung-bak administration's "Fair Society" National Agenda. Korean Policy Sciences Review, 19(1), 113-141.
  30. MSS. (2019). Smart Factory Dissemination & Diffusion Program. MSS Announcement 2019-75. Ministry of SMEs and Startups. [Online] https://www.mss.go.kr/site/smba/ex/bbs/View.do?cbIdx=126&bcIdx=1010366&parentSeq=1010366&searchRltnYn=A
  31. J-S. Noh & I. Ji. (2019). A Comparative Analysis of Convergence Types and Technology Levels of Polymer Technologies in Korea and Other Advanced Countries: Utilizing Patent Information. Journal of the Korea Convergence Society, 10(3), 185-192. DOI : 10.15207/JKCS.2019.10.3.185
  32. S. H. Yoon & I. Ji. (2019). Analyzing Technology Competitiveness by Country in the Semiconductor Cleaning Equipment Sector Using Quantitative Indices and Co-Classification Network. Journal of the Korea Convergence Society, 10(11), 85-93. DOI : 10.15207/JKCS.2019.10.11.085