6시그마를 적용한 인터넷 쇼핑몰 콘셉트확정 및 추후 성과 기준마련 추진 사례 연구

Abstract

6 sigma has been introduced to Korea and is now being used as a key management innovation program for customer satisfaction and increase of profitability of corporations but is not yet actively used for Internet service due to various reasons. In particular, the method of DMAIC (Define : definition of problems, Measure : measurement of symptoms of problems, Analyze: : analysis of cause, Improve: : improve the cause, Control : control the cause) that is focused on the solution of problems in manufacturing sector may not be appropriate when you plan or develop new services. I started this research with the purpose to develop specific guideline after verifying the impacts of development and improvement of specialized product and new services evolving around customers through 6 sigma DMADV (Define : definition of problems, Measure : finding and measuring key customers' requirements, Analyze : concept design, Design : detail design, Verify : verification of accomplishment) strategy in Internet service sites and to suggest the standards of service or the development of shopping malls through the method of DMADV in the future. DMADV methodology is to establish a new method by consolidating the stage of examining the current fundamental cause and design and development stage for the redesign of innovative processes and can be considered as a method focused on the design of 6 sigma service processes that forecast and respond the future problems. It is a method that can be used effectively in the types of projects such as establishment of strategy, marketing plan, accomplishment of business goal, rationalization of manpower and organization, re-design of business process, and establishment of IT system. I have started from the theory of 6 sigma mostly evolving around actual cases and have found out the cause of success or analyzed variables affecting on the accomplishment of implementation. This research is meaningful as it is focused on analyzing how DMADV methodology of 6 sigma is actually applied to the development of a new concept of Internet service and is carried out through what kind of processes. In this research, I have first defined systematically the definition of 6 sigma and the progresses of its development through the researches on literatures and as the case study, I have reviewed the progresses of the establishment of 6 sigma processes that were carried out in female portal, patzzi.com. The scope of this research is limited to the case study for grasping the concept of Internet service planning, in particular, the concept of shopping malls service, as I have limited the study to a case study of the establishment of 6 sigma methodology in female portal of potzzi.com. I have developed business model after deducing a new concept of shopping malls through market analysis, customer analysis, and competitor analysis according to 6 sigma methodology and have examined the actual cases that analyzed and designed the processes and measurement of accomplishments according to those results. For the study of literatures, I have suggested theoretical examination and correct application method of 6 sigma with the references of research reports at home and abroad, reports of actual application cases, other books related to 6 sigma. In the chapter 1, I have discussed about the background, item, method, and scope of research, in the chapter 2, I have discussed about the definition and its development progresses of 6 sigma as a theoretical examination of techniques for helping the understanding of 6 sigma, in the chapter 3, I have discussed about the background of introduction, strategy of implementation, project implementation, and its accomplishments of 6 sigma of the companies of the actual cases, and in the chapter 4, I have evaluated the introduction of 6 sigma as a whole. In the chapter 5, I have concluded by summarizing the success element of the companies of the actual cases in brief and by suggesting the future research tasks through the summary of this research. One of the biggest characteristics when applying 6 sigma in the planning of establishment of shopping malls through this research was that companies can use as a unified index for the business management in the analysis of the current management status and for the establishment of business goal in the future by converting measurement element of business accomplishment into the level of sigma. The advantages that companies can obtain by using the level of sigma as measurement of business management are that companies can present consistent standards by managing the accomplishment of Internet service plan, that is, finalizations of the concept of shopping malls and after the establishment of the shopping malls, in the same measurement. In addition, it could be also used in the comparison of each different process or different company and bench marking means. since it is possible to evaluate per stage, it helped to trace the level of progresses of improvement easily by providing a person in charge or manages of each sector with more realistic index. Besides, I could have established a process device that can improve the difficulties of satisfying the diverse customers' needs even though it is not perfect and mere through 6 sigma methodology.;6시그마가 한국에 도입되어 고객 만족 및 기업의 수익성 제고를 위한 핵심적인 경영혁신 프로그램으로 사용되고 있으나 인터넷 서비스에서는 여러 가지 이유로 인하여 활성화가 되지 않고 있다. 특히 신규 서비스를 기획하거나 개발해야 할 때에는 제조 부문의 문제해결에 초점이 맞추어진 DAMIC(Define : 문제정의, Measure : 문제의 증상측정, Analyze: : 원인분석, Improve: : 원인개선, Control : 원인관리) 방법론은 적당하지 않을 수도 있다. 본 연구는 사례연구를 통한 인터넷 서비스 사이트에서 6시그마 DMADV (Define : 문제정의, Measure : 핵심고객요구 사항 파악 및 측정, Analyze : 개념설계, Design : 상세설계, Verify : 성과검증) 전략을 통해 고객 중심의 특화된 상품과 신규 서비스 개발 및 개선 영향을 검증 한 후 구체적인 가이드라인을 개발하고 추후 DMADV 방법론을 통한 서비스 혹은 쇼핑몰 서비스 개발 시의 표준을 제시하고자 하는 목적에서 출발하였다. DMADV 방법론은 현재의 근본 원인을 규명하는 단계와 혁신적인 프로세스 재설계를 위한 설계 및 개발 단계를 통합시켜서 새로운 방법을 구축하는 것으로 미래의 문제를 예측하고 대응하는 6시그마 서비스 프로세스 설계에 초점을 둔 방법이라고 볼 수 있다. 전략수립, 마케팅계획, 영업목표달성, 인원 및 조직합리화, 업무프로세스 재설계, IT 시스템 구축과 같은 유형의 프로젝트에 효과적으로 쓰일 수 있는 방법이다. 본 연구는 6시그마에 대한 이론에서부터 시작하여 대부분 사례를 중심으로 시행되었으며 성공요인을 파악하거나 수행성과에 미치는 변수를 분석하였다. 본 연구는 6시그마의 DMADV 방법론이 실제로 어떻게 인터넷 서비스 신규 콘셉트 개발에 적용하며 어떠한 프로세스에 거쳐서 진행되는가를 분석하는데 초점을 맞추었다는 데 그 의의가 있다. 실제 인터넷 서비스 기획 혹은 쇼핑몰 서비스를 기획하는데 있어, 실증적 연구 자료가 되었으면 한다.