[논문]ISO 18091 프레임워크를 적용한 공공서비스 품질관리 체계 연구

조지훈; 편제범

doi:10.7469/jksqm.2022.50.1.1

ISO 18091 프레임워크를 적용한 공공서비스 품질관리 체계 연구
A Study on the Implementation Plan for Public Service Quality Management Applying the ISO 18091 Framework 원문보기

品質經營學會誌 = Journal of Korean society for quality management, v.50 no.1, 2022년, pp.1 - 19

조지훈 (대진대학교 대학일자리본부) , 편제범 (호서대학교 빅데이터AI 학과)

Abstract ▼ AI-Helper

Purpose: The purpose of this study is to design a system for quality management and improvement of overall public services. Methods: Literature Review, Framework Design Method, Case Studies Analysis Results: Public Service Quality Management Principles, Definition of Public Services Quality Management Areas, Quality Management Guidelines, Service Quality Management Tools Conclusion: In this study, a study case of the public service quality management framework, which is a system that supports overall quality management and continuous quality improvement of public services, is presented. The management system was designed based on the existing research results and domestic and foreign cases of public service standardization, targeting the entire public service.

주제어

표/그림 (15)

표 Table 1. Number of KCI papers on public service topics (2000-2021)¹⁾
그림 Figure 1. Basic model for promoting quality management in public administration(Woo et al., 2001)
그림 Figure 2. Diagram showing the role of ISO 18091:2019(ISO. 2019)
표 Table 2. Research Approach
그림 Figure 3. Service Innovation Strategy Formulation Framework of SFMC⁷⁾
그림 Figure 5. PDCA cycle analysis on the work of the Korean Intellectual Property Office(Modified)⁹⁾
그림 Figure 4. Examples of VOC analysis and feedback by stakeholder of KEPCO ECO(Partial, Modified)⁸⁾
그림 Figure 6. Implications derived from best practices in public service
그림 Figure 7. Public Service Quality Management Framework
표 Table 3. Public Service Quality Management Principles
그림 Figure 8. Public Service Quality Management Framework
표 Table 4. Definition of Public Service Quality Management Areas
표 Table 5. Public Service Quality Level Assessment Checklist(Partial)
표 Table 6. Definition of Public Service Activities (Partial)
표 Table 7. Roles and Responsibilities Matrix for Public Services(Partial)

참고문헌 (20)

Byung-Suh Kang & Gye-Soo Kim. 1998. A study on the development of quality platform and quality service model in the public sector. Journal of Business Research (3):55-74.
E. S. Savas. Chatham, NJ: 1987. Privatization: The Key to Better Government. Chatham House Publishers . 308.
Hojin Seo, Jai-hyun Byun, & Dohyun Kim. 2021. Quality 4.0: Concept, Elements, Level Evaluation and Deployment Direction. Journal of the Korean Society for Quality Management. 49(4):447-466.

원문보기 상세보기
In Sup Han, Jung Yul Kim, Ja Kyung Kwon, & Yo Sang Ham. 2009. Research Trend Analysis for the Public Service Studies -Focused on Major Academic Journals Printed in Korea and USA(1995-2008). The Korean Governance Review 16(1):179-205.

상세보기
ISO 18091. Quality management systems - Guidelines for the application of ISO 9001 in local government.
Jeong Youl Woo, Seung Gook Hwang, & Sung Soo Kang. 2002. A Construction Model of Quality Management System in Public Administration sector. Journal of the Korean Society for Quality Management 29(4):65-81.
Jeong-Tae Kim. 1998. Theoretical consideration for the introduction of quality management in the public sector. Journal of Business Research 2(1):113-130.
Joint Ministries. 2019. 2019 Comprehensive Promotion Plan for Government Innovation
June-Young Rha & Seung-Kyu Rhee. 2007. Developing the Measurement Model of Service Quality in the Public Sector. IE interfaces, Vol. 20, No.3, pp. 339-352.
Junghun Park, Geunse Kim, Junho Kim, & Hyunju Han. 2005. Research to improve administrative service quality by ISO 9001:2000/KS A 9001:2001. The Korean Institute of Public Administration.
Kang Byoung Jun. 2018. Tasks of Administrative Service Innovation in the Fourth Industrial Revolution Era. The Journal of Policy Development 18(1):159-193.

상세보기
Kim In. 2013. Research Trends of Public Service in Korea. Korean Society and Public Administration 24(2):177-210.

상세보기
Korean Standards Association. 2014. A study on the application of ISO 9001 quality management system to improve audit quality management work. Korean Intellectual Property Office. 2014.
KS Q ISO 9001:2015. Quality management systems and Requirements.
Lee, Yong Wook, Kim, Jin Min, Choi, Sung Yong, & Park, Kyung Bae. 2014. Obstacles in Public Sector TQM and the Strategy to Succeed : Application on Korea Rehabilitation Agency. The Journal of Business Education 28(6):93-129.
Park Min Seo, Bae Kyung Mi, & Kim Youn Sung. 2021. How to Apply the New Quality Dimensions to the New Business in the Digital Transformation Era?. Journal of the Korean Society for Quality Management 49(4): 609-622.

원문보기 상세보기
Se Jeong Park. 1998. Applications of TQM in Local Governments : Realities and Future Directions. Korean Public Administration Review 32(4):157-171.
Song Ho Jun, Kim Min Gyu, & Shin Wan Seon. 2021. A Study on the Relative Importance of Quality Scorecard(QSC) for Open Quality. Journal of the Korean Society for Quality Management 49(1):61-79.

원문보기 상세보기
Sungmin Cho & Myungkwan Yoo. 2017. A Study on International Standard (ISO) Certification of Public Administration. The Korean Association for Governance Studies, Conference Proceedings, 2017(1):1-24.
Wang Jae Lee. 2005. A Study on the Continuous Drive to Adopt ISO Certification in the Public Sector: Lessons from Four Local Governments. The Korea Local Administration Review 19(2):125-153.

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