탱커관리자체평가(TMSA) 운영이 해운기업의 내부고객만족과 기업성과에 미치는 영향에 관한 연구

Abstract

Abstract

An Empirical Study on the Impact of Tanker Management Self Assessment(TMSA) Operating for Quality Management on the Satisfaction of Internal Customer and Service Performance

LEE, In-Ho

Department of Shipping Management

The Graduate School of

Korea Maritime University

Shipping is perhaps one of the internationally recognized industries. Also it is one of the world's greatest and the most dangerous industries. It has always been accepted that the best way of improving safety at sea is by developing international regulations that are followed by most shipping nations. In order to sustain and achieve progress in the shipping company, one has to cope with the rapidly changing world of shipping industry.

Following a number of very serious accidents that occurred during the 1980s, which were manifestly caused by human errors, with management faults also identified as contributing factors, IMO(International Maritime Organization) adopted the ISM Code(International Safety Management Code) for the Safe Operation of Ships and for Pollution Prevention in 1993. The ISM Code works in a similar way to the ISO 9000, but focuses on assuring the safety management practiced in ship operation. The ISM Code contains many internal and external elements that are comparable to the ISO 9000 standard. For instance, they stress the needs for the purpose of management review that ensures continuing suitability and effectiveness of the organization through reviewing of the corporate policies, objectives and targets. The compliance requirements in document control and recording for the ISM Code are similar to ISO 9000 standards. They also impose strict auditing requirements that monitor the extent to which corporate policy and objectives are being met.

In recent years, the quality and safety requirements in the shipping industries have been more stringent than the previous requirements. OCIMF(Oil Company International Maritime Forum) developed TMSA(Tanker Management & Self Assessment) program for the purpose of further improvement of management quality. And oil majors charter-in the vessel for their own cargoes according to the evaluation of the operating company and vessel on the basis of the TMSA program. There are 12 elements and each 12 elements are identified by focusing the ship's seaworthiness. Oil major company recommend to tanker management company to adopt TMSA on their system

Along with this theoretical review, this study on the focus of the Korean tanker ship management company which provides management service examined following issues. First, how each of the key factors of TMSA elements affects internal customer satisfaction. Second, each of the key factors of TMSA elements affects service performance. Third, TMSA operating for their tanker management service is valuable to improve service performance as companies's strategy.

For the purpose of clarifying these questions, the empirical study was carried out by conceptual modeling and hypothesis testing. The Data were collected from 106 employees among tanker management companies in Busan, and Seoul by the using questionnaire method.

Frequency analysis, factor analysis and the structural equation model were used to analyze the data. To verify the reliability and validity of TMSA subordinate factors, Cronbach's α and confirmatory factor analysis were processed. The hypothesis tests were conducted with regression analysis.

The results of this study are summarized as follows

(1) Ship's safety and environment, management and human resources and technical elements of the key factor of TMSA are crucial on service performance and foster internal customer satisfaction. KPI and BP of TMSA are effective on customers satisfaction and company's service performance.

(2) Ship's safety and environment element of the key factor of TMSA is crucial on service performance. This is core service of ship management company according establishment of ISM code and ship management company is focusing their company policy on ship's safety and environment issues.

(3) Change and improvement management element of the key factor of TMSA are not crucial for ship management service performance and customer's satisfaction. In this result, the scope of Korean ship management company is technical management. This means to supply ship's stores and spare parts and employ crew members. But a Korean ship management company have an inclination toward conservation for change and improvement management. So company needs to change the way our regard those with change and improvement.