Six Sigma is widely recognized as a process improvement methodology. In these days, many organizations today are considering how to choose six sigma project. Th is study is to provide six sigma project selection criteria by comparing public corporate with

This paper reports generating creative ideas based on customer needs using Kano Model and Importance-Differentiation Matrix (I-D Matrix). Nowadays, every customer demands creative ideas on product innovations in order to be satisfied her needs. However, most existing methods are limited to get creative ideas that reflect customer needs. Any creative ideas that do not fully reflect customer needs are obviously more difficult to succeed in the market than those that reflect customer needs. This paper distinguishes each quality elements the customer needs in terms of Kano Model. And it presents the effective ways of generating creative ideas by I-D Matrix in order to overcome current uppermost limits.

Nowadays the customer is classified with external customers and the inside customers. Which are not only end users who consume products but also all people who contribute to their earnings through the management activity of the enterprise. Furthermore, the fact that the external customer satisfaction index and inside customer satisfaction index are closely related is supported by many researches. It is interpreted if the inside customer satisfaction is not improved, achievement of the external customer satisfaction cannot be easy. In this paper, First, we will deduce the inefficient index through DEA model in each department after setting up the weight of items of inside customer satisfaction and measuring them. Second, as well as research entire models about improvement methods of inside customer satisfaction getting improvement methods for reaching a goal in the minimum amount of efforts.

The era of express train in Korea has come since April in 2004. The KTX(Korea Train Express) which has introduced the technology of TGV of France is regraded as good as the ICE of Germany or Shinkansen of Japanese in its hardware aspects. However there are still many things to be improved in its software aspects such as the quality of services, since the new express railway system is in the early beginning stage. To improve the quality of services, we should first measure and analyze the current level of the service quality. Using SERVQUAL model, the service level of KTX is measured and analyzed in this paper. Issues on how to improve the service quality are discussed based on the measurement and analysis.

  After 6 Sigma administration is introduced in domestic in 1997, many corporations are utilizing by survival strategy and method of administration reform. This is applied in all field that this led to R&D from service industry by the next. Success factor

Over ten years, 6sigma management is applied a lot in the part of indirect business as well as the manufacturing industry. But it has still been used restrictively the technique used on DMAIC that is a basic Roadmap of 6 sigma. This paper finds the improving skills that is used in the parts of manufacturing and indirect business and demonstrates their available scope with 6sigma projects. And this indicates which skills for improving are used valuable on each step of DMAIC with a systematic classification.

Modern enterprise investigates customer satisfaction measurement for direction and estimation of business strategy. Specially, service industry estimates customer satisfaction measurement using a lot of occasion SERVQUAL Model. But, SERVQUAL Model uses questionnaire method of second-stage that investigates customer's expectation and experience. SERVPERF　Model that improve complex shortcoming of these questionnaire because only uses experience. SERVPERF Model shall use investigating importance between quality characteristics(Reliability, Assurance, Tangibles, Empathy, Responsiveness) by customer survey. In this paper, suggests that SERVPERF weight using Potential Customer Satisfaction Improvement Index (PCSI Index) that means extent that customer's satisfaction can increase.

Prior to Six Sigma, many companies had adopted a policy management method designed to manage business performances through the top-down deployment of management policies. This policy management method and the Six Sigma CTQ Flow Down will make a good combination when their merits are developed and systemized as the management innovation program which enables to set up innovation targets along with management targets in the stage of strategic planning and to participate all the personnel from top management down in achieving th targets. This paper will help the companies implementing Six Sigma improve their management constitutions and achieve better management performances through the integration of policy management and Six Sigma.

Over ten years, 6 sigma management is applied a lot in the part of indirect business as well as the manufacturing industry. But it has still been used restrictively the technique used on DMAIC that is a basic roadmap of 6 sigma. This paper finds the improving skills that is used in the parts of manufacturing and indirect business and demonstrates their available scope with 6 sigma projects. And this indicates which skills for improving are used valuable on each step of DMAIC with a systematic classification.

This paper aims to investigate and analyze the process solving problems with activities of Quality Control Circle, carried out on a small scale, among various activities of industrial fields. Then this paper intends to provide and integrated model through

Kano(1984) distinguishes five types of Quality requirement which influence customer satisfaction; Attractive, One-dimensional, Must-be, Indifferent, Reverse Quality element. Attractive requirements lead more than proportional satisfaction. Attractive Quality requirements are the key factors of order winner and the sources of customer delight. Attractive requirements do not influence customer satisfaction equally. This study presents Kano's model using AHP(Analysis Hierarchy Process) for the priorities of attractive Quality requirements.

More than three years have passed since Korean companies introduced Six-Sigma. Each company used a lot of quality improvement tools for years. However, the tools have been taught to the companies with a little understanding of Six sigma tools. Therefore,

It is the first evaluation model that explains the capabilities of natural disasters and crisis matters by subdividing the evaluation model for organizational management of existing public institutions. This paper improves the capabilities associated with climate change in the future weather systems, including the typhoon and cold weather changes, operational systems, and reflux systems, by carrying out the evaluation of the results. This evaluating model which is response capacity to future climate change, supports the method of Analytic Hierarchy Process and Delphi to calculate the weight of the evaluation model. Using the crisis management of the evaluation model or domestic public institutions, it can be utilized to derive the improvement of capabilities and Risks of typhoon and cold weather.