海運企業의 TQM 활동과 실행 성과에 관한 연구

Abstract

Today, shipping companies have shown the positive volition to the finding of chanced market through the development of new route with the new recognition and enhancement of competitiveness on the quality management in order to cope with the sharply-changing environment of shipping industry.

Shipping companies are essentially required of the quality management activities based on the customer management and the safe management of ship. As the goal of an enterprise and the priority of strategy are concentrated upon the customer satisfaction and the quality management is recognized as the strategic concept, and thus the competitiveness on the quality of enterprise can be acquired. Also, it is so more and more as one strategy to prevent all kinds of marine risk effectively and to meet the urgently-changing environment of enterprise actively. It is not wrong even if the competitiveness of an enterprise is decided by a possibility of acquiring the quality competitiveness. The quality competitiveness is the best way in which the enterprise and system can be grown up, developed and kept. This quality competitiveness can be accomplished by quality management and moreover through the activities of total quality management(TQM). TQM in shipping companies is a business management method which every department of enterprise tries to accomplish the continuous improvement of quality, based upon the quality information and data including the marine information.

In case of Korean shipping companies, it goes back to the early of 1990's when they concentrated themselves upon the activities of quality management. It is true that shipping companies have acquired the quality competitiveness to some degree after it has already passed 7 years since the shipping companies introduced the systematic quality management system, but have not owned the international competitiveness by a trial and an error as well as insufficient progress. Rather, the trial and the error performed for long times caused the mannerism and so it seems to fall upon the formal business. Because of the internationally-opened business environment and locational character of shipping companies, actual and effective system activities must be fixed.

Also, it can be considered that the changing-over of member's thought and the epoch-making thinking are required in the systematic and managerial tendency for the formation of synergy effect with the performance related to the system activities. That is to say, the quality management, as the source of preferential competition for the existence of enterprises which confronts to the age of customer satisfaction differently with the past marketing age, can have an effect upon the strategic choice of enterprises.

Therefore, the importance of quality management has been higher and higher in accordance as the kind of service is various and multi-functional, and as a part of considering the competition of enterprise, it requires to clarify the strategic concept related to the quality, and then to establish the TQM system steadily and throughly.

Accordingly, this study is an empirical study which attempts the general and situational approach in order to clarify what TQM source, activities and performance affect the enterprises and how it is different upon the step of quality management activities in the object of the incidental business related to the oceangoing and costal transportation, and marine and the groups related to the marines, subdividing the area of offering the shipping service.

I would like to summarize the results of hypothesis analysis as follows.

Firstly, the source of TQM has the significant effect upon TQM activities. In particular, it is shown that the leadership of management significantly affects TQM activities very much.

Secondary, it is shown that there is the significant difference between TQM activities and performance results upon the form of offering the shipping service. It is found that the performance degree in the participation of employees and education & training, among the factors of TQM activities, is high upon the type of shipping service, and the performance results are high in the quality accomplishment and accident-preventing showings. The enterprise that shows the specialized management technique in the oceangoing transportation service, as the type of offering the shipping service for TQM activities, owns the proper education & training program and performs the social responsibility, and shows the higher performance results. In particular, it is acknowledged which is effective in the quality performance and the accident prevention.

Thirdly, it is certified that it has an effect upon the activities and performance of the TQM implementation according to the step of quality management activities in the enterprise. The factor against which TQM activities is compared very much according to the step of quality management activities is the part of education & training, the relationship with the customer and social responsibility. It shows that the higher the step of quality management activities in the enterprise is, the more TQM activities is progressed actively, and in the type of oceangoing transportation service, the step of quality management activities of enterprise shows to be high relatively against that of other marine service.

Fourthly, it is confirmed that TQM activities have the significant effect upon the performance results. As the results of analysing the effect which TQM activities have upon the performance results, it is found that the participation of employees, education & training, interchange of quality information and social responsibility give the significant effect upon the performance results. These results mean that TQM performance results become high when it is suggested in which every employee of shipping companies takes part, and when the education program required for the education & training is given and the company's own training plan is established and then is practiced, the efforts degree of TQM becomes high. On the other hand, it is investigated that the shipping companies have done the negative activities in the plan of shipping service that the enterprise periodically investigates the customer satisfaction for the improvement of relationship with the customers, reflects these data upon TQM activities and then makes the plan of shipping service.