A Study on the Effects of ISO 9 Series on Service Quality Management for Ship Repair Companies

Ever since the introduction of ISO 9000 Certification System in 1987, many companies have adapted Quality Management System to their operation. A lot of ship repair companies have acquired ISO 9000 certifications in recent years. But there has been little study on whether companies that accepted Quality Management System had good results. Therefore, this study is to grasp the actual situation of companies operating via Quality Management System, by comparing ship repair companies' management systems before and after the acquisition of ISO 9000 Certifications. And in case anything amiss found from Systems, this is to suggest methods to improve the Quality Management System by researching causes of them. To accomplish the object of this study, literature study and field investigation were done simultaneously. For the literature study, searched literature about the service quality, especially service quality of ship repair business and specially studied ISO 9001:2000, lately revised edition. For the field investigation, mainly inquired of ship repair companies, shipping companies and auditors in ISO 9000 certificating body about the effectiveness of Quality Management System they adopted, and analyzed causes of things amiss through questionnaire sheets. As a result of analysis, ship repair companies acquired ISO 9000 certifications for the improvement of service quality, sales and work standardization. With the acquisition of ISO 9000 certifications, they achieved their goals in some sort in service quality improvement and work standardization, but not in sales as they expected. Also it showed that ship repair companies and shipping companies consider the quality as the most important thing in ship repair services. In many cases quality management system documents of ship repair companies don't reflect the real aspects of the repair companies. But, those unsuitable Quality Management System documents are not revised, because people do not fully understand ISO 9000 System documents and are short of time to correct them. Shipping companies, the customers of ship repair companies, consider the service quality and price as the most important thing in choosing ship repair companies, not ISO 9000 certification acquisition. Shipping companies set a high value on companies that operate via Quality Management System, considering being better in service quality and more systematic than other companies. As mentioned above, ship repair companies need to improve Quality Management System consistently for the purpose of quality improvement, productivity increase and customer's satisfaction. Government's authorities and local bodies relating to ISO 9000 Certification System should lead companies to acquire ISO 9000 certifications through positive campaign of publicity and active supports, and finally leading to the national competitiveness.목차 Abstract = I 제1장 서론 = 1 제1절 연구의 배경 및 목적 = 1 제2절 연구의 방법 및 구성 = 2 제2장 선박수리업체의 품질경영에 관한 이론적배경 = 4 제1절 품질에 대한 개념정립 = 4 제2절 서비스 품질의 개념 = 9 제3절 선박수리업체 서비스품질의 특성 = 12 제4절 ISO 9000에 대한 이론적 고찰 = 16 제5절 품질경영시스템의 성과측정 = 24 자료: Robert S. Kaplan & David P. Norton, ibid. pp.174-179. = 26 제3장 ISO 9000 도입에 대한 실태분석 = 29 제1절 설문조항의 구성 및 표집 현황 = 29 제2절 선박수리업체 대상 설문조사의 분석 = 31 제3절 해운회사에 대한 설문조사 분석 = 39 제4절 인증기관의 심사원 대상 설문조사 분석 = 43 제4장 실태분석에 따른 품질경영 개선방안 = 46 제1절 문서화 요구사항 = 46 제2절 경영책임 = 47 제3절 제품실현 = 52 제4절 측정, 분석 및 개선 = 58 제5장 결론 = 62 제1절 연구 결과의 요약 = 62 제2절 연구의 한계 및 향후 연구 방향 = 63 참고문헌 = 65 부록 1 선박수리업체 설문 = 68 부록 2 해운회사 설문 = 74 부록 3 심사원 설문 = 7