文章基本信息

标题：DEVELOPMENT OF QCOST MANAGEMENT SYSTEM FOR MEASURING COSQ (COST OF SERVICE QUALITY)
本地全文：下载
作者：SANG-CHUL LEE ; KWANG HYUK IM
期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2018
卷号：96
期号：21
出版社：Journal of Theoretical and Applied
摘要：The purpose of this research is to develop Qcost management system (QMS) and to propose a methodology for measuring the cost of service quality. Firstly, an appropriate framework is proposed for capturing quality costs and detailed analysis is carried out to characterize quality cost in a service company. This research demonstrates the calculation of quality cost based on process classification framework and 6 sigma methodologies. Secondly, QMS is developed through the process of the systems development methodologies, such as requirement analysis, system analysis & design, implementation and test. To test the QCMS, this research analyzed the Qcost in a service company. With this system, companies can control and manage their cost of poor process performance and finds some managerial insights which can help improve the efficiency within the corporation.
关键词：Management System; Quality Cost; Service Industry; Key Performance Indicator; Process Classification Framework