Recently, there has been growing interest in the financial and economic effectiveness of service quality and customer satisfaction. It means that the final goal of customer satisfaction is the maximization with firms' financial performance, enterprise could survive through the creation of continuous financial performance. Companies are working in various ways to identify the direct relationship of service quality and customer satisfaction with financial and economic effectiveness in order to justify and validate customer satisfaction management. In this study, the influence of customer satisfaction on the financial performance is examined. Customer satisfaction index, the key non-financial performance measure has significant association with firms' financial performance index. Moreover, high customer satisfaction has a competitive advantage, so it can be the key success factor of firm's financial performance improvement.

본 연구는 협력적 노사관계를 통하여 조직의 성과로서 QWL과 직무만족 그리고 조직몰입을 증가시킬 수 있다는 기본가설을 중심으로 선행연구를 검토하고 기업체 근로자 488명을 대상으로 설문조사를 실시하여 실증 분석하였다. 아울러 재직기간, 기업역사, 노조유무, 종업원 수 등의 조절효과를 분석하였다. 분석 결과는 첫째로 선행연구에서 제시한 것과 동일하게 적용되었고, 변수들의 타당성과 신뢰성도 기준을 충족하였다. 둘째로 협력적 노사관계가 성과변수 모두에 매우

본 논문은 한국에 있어서 종업원의 재량적 노력(discretionary effort)과 은행지점의 재무적 성과와의 관계를 조사하고자 한다. 재량적 노력은 조직 구성원의 공식적 역할기대를 넘어선 추가적인 직무수행노력과 구성원의 적극적 협력, 도움, 제안, 선의나 이타주의와 같은 자발적 행동으로서 여러 가지 방식으로 나타날 수 있다.은행과 같은 서비스 산업에 있어서, 구성원의 재량적 노력은 성과향상에 긍정적 영향을 미치는 것으로 알려져 있다. 즉 재량적 노

The CEOs of global companies have been realized the imagination and creativity that can be obtained from the corporate culture is the crucial competitive power for sustainable growth. Thus, most domestic companies take an increasing interest in how to make creativity efficiently. This paper, however, argues that the proper application of performance indicators can engender creativity and innovation in organizations without costly investing on creativity. Assuming that creativity is actually dominated by the emotion of human resources rather than the rationality, this paper suggests the performance indicators developed based on the viewpoint of the characteristics of human needs and the relationship between the human needs and the attribute of works. The performance system which consists of activity, sociality and creativity is presented and the performance indicators for each category are also suggested to improve the spontaneity and creativity of human resources.

This study analyzes the process of establishing BSC of research institute. This case could be a reference to other research institute for BSC introduction. In this study, the characteristics of A institute BSC is reviewed. A institute set up the BSC system at July, 2006 and made it possible to automatically connect the performance measurement and evaluation of department by using KPI. A institute verify the effectiveness of BSC performance using the SFO(Strategy Focused Organization) assessment.

Nowadays, BSC presented by alpan is observed by many enterprises and is being operated gradually. BSC includes non-financial factor as well as financial factor in performance assessment and it is a tool that will be able to evaluate even strategy of long-term view. In point of performance management, BSC brings in relief importance on non-financial performance as well as financial performance and it shares with viewpoint of 4 things of financial viewpoint, customer viewpoint, internal process view point, learning and growth viewpoint. then these make an array with vision and strategy of organization by causal relationship, it presented necessity of performance control on organization as center on KPI of inner of each viewpoint. Thus, study on measures and control of management performance is progressed actively and is accomplishing much development. This study is aimed at calculation of weight that is able to reflect its importance about AHP on KPI of each viewpoint. The purpose of this study is to present desirable performance measurement model and to give a weight in consideration of working-level character.