View
422
Download
20
Embed Size (px)
Citation preview
R&D 2014
.
? 11
14
17
23
28
31
39
45
49
55
69
77
83
87
91
95
97
99
103
107
115
117
119
123
127
131
5 135
139
01 02
&
283
03 04
145
149
151
153
167
183
189
193
197
201
207
217
218
233
235
243
245
271
273
? 11
14
17
CHAPTER 0
1 |
11
.
5 11
, 2010 21 4
, 2011 21 , 2012 20 , 2013 19 9
.
.
.
.
.
.
.
, ,
.
, .
?
(. 2008~2012),
(2002~), (2004~), (2011~), (2012~
), ICT (2014~), (2013~)
CHAPTER 0
1 |
12
?
.
, .
.
*
( , 2011, )
?
.
(Design Thinking)
.
.
(Unmet Needs) .
.
.
,
.
CHAPTER 0
1 |
13
.
, ,
.
CHAPTER 0
1 |
14
.
.
, .
,
.
,
.
.
1
.
. ,
,
, ,
.
---
. Service Offering
, .
Benefit Service Offering
,
CHAPTER 0
1 |
15
,
.
. , , Service
Offering
.
.
Service Offering .
Service Offering
Service Offering
.
,
Service Offering
.
,
.
Service Offering
.
.
.
CHAPTER 0
1 |
16
CHAPTER 0
1 |
17
.
,
.
. ,
. , ,
,
.
.
.
2002 .
. 3
3,400
.
, ,
,
CHAPTER 0
1 |
18
,
.
,
.
,
.
, (Operating System)
.
.
.
.
.
.
.
[ ]
.
CHAPTER 0
1 |
19
.
,
, .
[
]
.
[ ]
.
[ ]
.
CHAPTER 0
1 |
20
23
28
31
39
CHAPTER 0
1 |
23
Q. 3 ?
A.
.
Q. . .
A. 2008 . .
Q. .A. 2008 . . 40~50 .
. 7 . 7 .
.
.
.
Q.
. ?
A. . .
PM
CHAPTER 0
1 |
24
Q.
.
A. . .
Q.
.
. ?
A. . 2009
.
.
.
Q. ?A. . . 3
, .
Q.
.
A. . 2.
CHAPTER 0
1 |
25
Q. 2
?
A. . . .
. 1
.
2009
.
.
. .
.
CHAPTER 0
1 |
26
A.
. ,
. 10 .
.
,
.
.
Q. () ,
?
A. . . ,
.
Q. ? , ?
A. .
.
.
.
Q. .
CHAPTER 0
1 |
27
Q. .
.
A. .
.
.
.
,
.
Q. ?
A. . 20~30 . , , .
.
CHAPTER 0
1 |
28
Q. ? .
A. . .
. .
.
.
.
Q. .
.
?
A. .
Q. . ?
A. .
.
.
Q. ?A. .
CHAPTER 0
1 |
29
Q. ,
?
A. . 1 2 4 .
, 1 .
.
Q. ?A. 30 .
Q. ?A. .
Q. ?A. , , .
.
Q. , ?
?
A. .
Q. ?A. . .
Q. ?A. .
CHAPTER 0
1 |
30
Q. ? .
A. . .
Q. , ?
A. .
,
.
.
CHAPTER 0
1 |
31
Q. . 10
,
?
A. 10 .
.
, .
Q. , ? .
A. . , .
.
.
.
.
. .
Q. ?A. .
Q. ?A. . . . . . 35
.
CHAPTER 0
1 |
32
.
. ,
.
Q. ?A. . .
, .
. .
. . .
Q. . .
A. 21 , . .
, . .
Q. ?A. . . 90% , ,
.
Q. , , , ?
A. . . 80~90% .
CHAPTER 0
1 |
33
. 80~90% ,
, 1~20% .
.
.
Q. ?
A. . ,
. .
Q. ?A. . , , . . .
.
.
Q. ?A. . .
.
Q. ? ?A. . , .
Q. ?A. . .
CHAPTER 0
1 |
34
Q. , .A. 10 , 3
Q. .A. .
Q.
.
A. 100 ,
.
. .
.
,
. .
. ,
, .
.. .
, .
.
100, 100 100, 5
, 100 .
.
,
. .
1 , 1
.
CHAPTER 0
1 |
35
.
.
.
.
. .
Q. ?A. .
Q. ? ?A. . 3~4 .
Q. ?A. .
, , .
, TV, .
.
..
Q. ?A. .
.
. .
.
, .
CHAPTER 0
1 |
36
5 4 20 5
. 8 9
.
. .
60~70. .
,
, , ,
.
.
. .
2
.. . 2~3
11 . 2
. 2 1 .
2 1 . .
20 1
1 .
.
. ..
.
.
.
. .
. .
. ,
7
. KBS .
Q. ?
CHAPTER 0
1 |
37
A. . 11 ?
Q. KBS ?A. KBS ! ! .
Q. 1 ?A. . . 33 .
130 90 .
Q. ?A. . , .
CHAPTER 0
1 |
38
CHAPTER 0
1 |
39
Q. ?A. . .
, .
,
.
Q. .A. , .
,
Malling .
Q. ?A. , .
. '' ,
, ,
. ,
.
. 2 ,
2 ,
.
Q. .A. ,
CHAPTER 0
1 |
40
.
. Cafe Nabi ,
, . 2
,
. 3~4
.
.
Q. ?A. . , . .
Q. . ?
A. , . Flea
Market Scene
. , 8
,
.
Q. ?A. , , .
.
, ,
(, ) .
CHAPTER 0
1 |
41
Q. ?A. ,
. ,
.
.
,
.
Q. ?A. . ,
, .
.
CHAPTER 0
1 |
42
45
CHAPTER 0
1 |
45
Ser-
vice Design Package
.
.
, ,
.
,
.
Service Design Package(SDP)
, , ,
,
.
CHAPTER 0
1 |
46
49
55
CHAPTER 0
2 |
49
' ' '
' ,
' , ,
' . , , 7
.
, , 7 .
CHAPTER 0
2 |
50
, ,
: 1,000
: 500 , 1,000
: 100, 500
: 100
:
:
:
:
: ( , )
: 1 (, , )
: (, )
: (,
)
:
:
: ,
: 1
CHAPTER 0
2 |
51
: , ,
: 50% (,
, )
: 6
:
:
CHAPTER 0
2 |
52
2013 9 1,502,
.
CHAPTER 0
2 |
53
. 2013
20.7 2012 21.1 1.9% .
2013 ,
35 1,240 .
38.2% (134,024)
15.0% (52,612) .
/ / /
33.3% (116,935),
13.6% (47,669) .
:
:
CHAPTER 0
2 |
54
2002 , .
, , . , ,
.
, .
.
.
,
.
(2010 2012 2013 )
: 2.6% 3.4% 3.9%
: 8.6% 11.1% 12.3%
: 46.1% 51.3% 53.7%
: 45.7%, 4.10
48.0%,3.26 49.6%,3.26
: 8.2% 11.4% 2.3%
: 21.7% 34.0% 36.6%
CHAPTER 0
2 |
55
, , (
, ) (,
) ,
.
,
2002 . , , , , , ,
, , . 2002 2010 2
701 ,
5.7% . 30
8.1% . 4.9%
.
( , , 2011)
(: )
0
50,000
100,000
150,000
200,000
02 03 04 05 06 07 08 09 10 11 12 13
:
, , 2010~2013
CHAPTER 0
2 |
56
2005 , ,
.
, , , ,
ICT , .
, .
.
.
2007 8 2008 7 , ,
( , 2009),
(, 2010), ( , 2014) .
, .
.
,
CHAPTER 0
2 |
57
13 3 3400 .
.
,
.
. ,
,
. .
, .
.
. (KBS , 2014.12.)
20
30
40
50
10 11 12 13
VS
: , , 2013
CHAPTER 0
2 |
58
, .
. (, 2014.09.)
, .
60-70 SNS
. (, 2014.09.)
,
, .
,
. , ,
.
CHAPTER 0
2 |
59
() ( )
.
2008
( )
1)
2)
2009 2010 2011 2012 2013 2014 2015
()
-
- 5 21
- (08 : , 09 : , 10 : )
- 1.5 ~ 3
(02 ~ )
- , ,
(04 ~ )
-
- , ,
- 1,200
-
- ,
(//)
-
- 17 375
-
- 5 , 5
- 13 : , 14 :
, ,
ICT
-
CHAPTER 0
2 |
60
. , ,
. 2008
, 2012 33 60
. , , , ,
,
, .
2002 .
- , ,
- (), , , , ,
- ,
- ,
- , , ,
, ,
.
, ICT , , , .
( ) .
CHAPTER 0
2 |
61
2009 2013 1,200
.
.
.
2008 , .
. 2015
(200), (165), (10) 3
.
&
CHAPTER 0
2 |
62
ICT
ICT . ICT
, POS , , , ICT .
.13 , 2,14, , 3
.
.
,
, .
69
77
83
87
91
95
97
99
103
107
115
117
119
123
127
131
5 135
139
CHAPTER 0
2 |
65
CHAPTER 0
2 |
66
CHAPTER 0
2 |
67
5
CHAPTER 0
2 |
68
or
"CEO"
, , ,
, , ,
Field Research .
CHAPTER 0
2 |
69
: 54-5
: 13,223
: 560 ()
:
:
:
:
: +
CASE 01 1966
. 5
. 1990
.
2007 Hi-Seoul Market, 2009
.
CHAPTER 0
2 |
70
50 / /
30 / /
Q1. ? .
.
. .
Q2. ? .
.
.
.
.
Q1. ? .
.
. .
.
Q2. ? .
3% . .
. , .
?
CHAPTER 0
2 |
71
Q1. , ?
.
. . .
.
20~30 .
.
Q2. ? . . .
.
. .
.
Q1. ? .
.
.
Q2. ?. .
.
20 /
50 /
CHAPTER 0
2 |
72
Q1. ? . .
.
. .
Q2. ? .
10 3 50 .
.
. .
Q3. ? .
, .
,
. ?
.
. .
. .
. .
.
Q4. ? . .
. 1
. 2
.
.
50 / /
CHAPTER 0
2 |
73
.
. 3,000~4,000 2011 .
,
.
.
.
3
.
()
CHAPTER 0
2 |
74
. 1 4 ,
,
.
.
.
.
.
CHAPTER 0
2 |
75
. ,
.
.
2015.02
CHAPTER 0
2 |
76
CHAPTER 0
2 |
77
. 1970
.
2001
.
CASE 02
: 2 463-44
: 2461m2
: 200 ()
:
:
:
:
:
CHAPTER 0
2 |
78
Q1. ?? . .
.
.
. .
Q2. ?
. .
. .
.
Q1. ? .
. ?
Q2. ? .
. ,
?
.
50 / /
30 / / ,
CHAPTER 0
2 |
79
Q1. ? .
. . .
.
. .
Q2. . . . ,
.
. .
Q1. ? .
.
. , .
.
. .
Q2. ?. . 1 .
.
.
. .
40 / /
50 / /
CHAPTER 0
2 |
80
.
.
.
.
CF .
CF
CHAPTER 0
2 |
81
.
.
,
.
.
3040 ,
, , , ,
.
CHAPTER 0
2 |
82
CF
CF CF
.
2, 4 10
.
2010 2011 2010 , 2011 .
.
.
/
CF
2015.02
CHAPTER 0
2 |
83
CASE 03
: 387-1
: 2,700
: 90 (, )
:
:
:
:
:
.
.
.
CHAPTER 0
2 |
84
Q1. ? .
.
Q2. ?
. .
.
Q1. 1 . .
. 3 .
Q2. ?
. ,
3 (, , )
.
.
Q3. ?
.
.
.
. .
/ / /
() 3
/
CHAPTER 0
2 |
85
, ,
& ,
.
5 DJ
, . 2
, .
3 DJ, , , LEE PD, ,
.
CHAPTER 0
2 |
86
CHAPTER 0
2 |
87
CASE 04
: 194 7-1()
: 11,500
: 400 ()
:
:
:
:
:
6.25 1990
. 1990
. 2008
.
2013
,
.
.
CHAPTER 0
2 |
88
60 / /
Q1. ? .
. .
Q2. ?. .
. .
.
.
Q3. ?. . 4 5 ?
20~30 . .
Insight
/
.
.
.
.
,
.
CHAPTER 0
2 |
89
Insight
2008 ,
,
.
CHAPTER 0
2 |
90
CHAPTER 0
2 |
91
CASE 05
: 27( 2)
: 2,800
: 65 (,)
:
:
:
:
:
35 65
. 2013 2,200~2,700
, 1,800 .
, , ,
.
, ,
.
CHAPTER 0
2 |
92
50 / /
Q1. ?
.
. .
.
, ?
Q2. ? . 3
. ,
. .
?
.
.
.
1, , .
. , ,
.
.
. ,
.
CHAPTER 0
2 |
93
.
,
. .
,
.
.
(media)
,
.
.
2015.02
CHAPTER 0
2 |
94
CHAPTER 0
2 |
95
CASE 06
: 884-1
: 5,718
: 147()
:
: +
:
:
:
() .
1913
. , ,
. , 1990 .
,
. 5
3813182328 5 .
CHAPTER 0
2 |
96
Q1. ?. .
.
Q1. ?. . 5
. .
40 /
50 /
50 /
Q1. ?. . .
CHAPTER 0
2 |
97
CASE 07 1945 () ,
. 2009 11
. ,
.
.
.
:
: 6,600m
: 130
:
:
:
:
:
CHAPTER 0
2 |
98
.
.
TV
. 90m
350m 2013
, .
.
.
2015.02
CHAPTER 0
2 |
99
1945
.
. 6 , , ,
, .
,
.
CASE 08
: 1
: 112,500
:1,489 ()
:
:
:
:
:
CHAPTER 0
2 |
100
Q1. ? .
.
Q2. ? .
. .
. .
.
Q3. ?. .
.
. .
.
Q1. ? . 3
.
.
.
.
Q2. ? 7 .
,
. .
,
. !?
.
50 / /
50 / /
( )
CHAPTER 0
2 |
101
!
? ?
?
! !
! !
!
! !
.
2
.
?
?
CHAPTER 0
2 |
102
CHAPTER 0
2 |
103
CASE 09
: 2 68-9
: 33,597
: 1,000 ()
:
:
:
:
:
1910 6.25
.
, ,
50 . 2,000,
5,000 2013 10
. 110m
, ,
30 .
CHAPTER 0
2 |
104
Q1. ?. . .
. .
.
. .
.
Q2. ?. ?
.
.
Q3. ? 6 .
. 7 .
Q1. ? . .
.
. .
.
Q2. ? . .
50 / / 2
50 / /
CHAPTER 0
2 |
105
50 / /
/
Q1. ? 27 .
. . 11
.
.
.
.
. .
Q2. ? .
.
.
Q3. ? .
. 6
7 .
. .
. , , 5
.
.
Q4. ? . .
.
. .
CHAPTER 0
2 |
106
Q1. ? .
.
.
.
Q1. ? . .
.
.
.
20 4 /
20 2 /
CHAPTER 0
2 |
107
CASE 10
: 1 573
: 110,500
: 3,329()
:
:
:
:
: + +
1km 6 (, , ,
, , ) .
(1~4)
, ,
.
.
, 365
.
CHAPTER 0
2 |
108
Q1. ?
.
Q2. . ?
? .
Q3. ? .
?
Q4. , ?
. .
.
.
60 / /
Q1. , ? 2 .
.
Q2. ?, . .
? .
Q3. ? . .
.
Q4. , ? ,
. ,
. ,
.
50 / /
CHAPTER 0
2 |
109
50 /
Q1. ? .
. .
.
.
Q2. ?? .
.
60 / /
Q1. ? .
.
, .
Q2. () ? .
.
. .
.
Q1. ?. .
.
. .
.
.
. /
CHAPTER 0
2 |
110
Q2. ? .
.
.
.
,
.
Q3. ? . , .
, , .
.
Q4. ?
. 80
. ,
.
.
.
CHAPTER 0
2 |
111
.
153
.
() .
.
.
,
.
' ', !
' '
CHAPTER 0
2 |
112
70%
,
.
.
''
'~'
.
.
CHAPTER 0
2 |
113
,
.
2010 2012 10
.
2012
.
, , ,
,
2015.02
' ', !
'~'
1-2
CHAPTER 0
2 |
114
CHAPTER 0
2 |
115
CASE 11
: 1 82-921
: 5,620
: 186()
:
:
:
:
:
40
- .
380m
.
,
.
CHAPTER 0
2 |
116
Q1. ? .
.
? .
. .
Q2. ?. .
.
.
.
Q1. ? . .
?
.
Q2. ? , .
.
.
.
,
. .
Q3. ? ,
.
. ?
....
.
50 / /
60 / / /
CHAPTER 0
2 |
117
CASE 12
: 1383
: 6,443
: 230()
:
:
:
:
:
1999 9 21
,
.
..
.
. 2010
.
CHAPTER 0
2 |
118
Q1. 2 ?
. . .
3 3 2 . .
5 . .
Q2. 5 () ? , .
60 / /
. ,
.
DJ
. KBS DJ
. , ,
.
.
, , .
, , ,
.
10
.
.
( )
CHAPTER 0
2 |
119
CASE 13
: 1 4-12
: 5,718
: 135()
:
:
:
:
:
1908 2004
.
135 100
.
,
. 5
.
CHAPTER 0
2 |
120
Q1. ? 80-90% 90% .
.
Q2. , , ?
.
. ,
,
.
.
.
50 / /
.
.
.
CHAPTER 0
2 |
121
,
. ,
.
()
.
.
.
.
.
DJ
.
2015.02
CHAPTER 0
2 |
122
CHAPTER 0
2 |
123
CASE 14
: 3 2-242
: 21,349, 11,776, 16,997
: 794(, 748, 25, 21)
:
:
:
:
:
,
. , , , ,
100
.
. 1
, 2
, , .
CHAPTER 0
2 |
124
Q1. 2 ?
. . . .
? .
.
.
Q2. ?, . ,.
. .
Q3. ? . ?
. .
Q1. 2 ?
. ?
.
.
Q2. ?
. .
.
Q1. ? . .
,
.
.
Q2. ? .
60 / /
20
60 / /
20 / / /
CHAPTER 0
2 |
125
.
.
.
. .
. SNS
.
PM /
/
Q1. .
.
Q2. ? ,
.
. ''
.
. ,
.
Q3. ? , .
. Caf Nabi.
, .
, .
. 3~4
.
.
Q4. ?
. ,
.
.
CHAPTER 0
2 |
126
Q5. ? .
,
, (, )
.
,
.
Q6. ? .
.
, .
,
.
Q7. ? .
,
.
,
.
CHAPTER 0
2 |
127
CASE 15
: 41292
: 10,942
: 282()
:
:
:
:
:
2012
. , , , ,
. TV
12
.
CHAPTER 0
2 |
128
Q1. ? .
. .
.
Q2. / ? .
,
.
Q3. ?
. ,
.
Q1. ? . ,
.
. .
Q2. ? . ,
.
, . 3 .
.
Q3. ?
.
. . .
40 / /
/
40/ /
/
CHAPTER 0
2 |
129
Q1. ?2011 12 () .
Q2. , ? , 20-30%
.
. ,
. 1 2
. ,
.
Q3. ?ICT .
.
.
60 / /
CHAPTER 0
2 |
130
CHAPTER 0
2 |
131
CASE 16
: 230
: 10,771
: 330 ()
:
: +
:
:
:
. 1960
,
.
.
.
CHAPTER 0
2 |
132
Q1. ? .
.
.
Q2. ? ,
.
Q3. TV ?
,
. 100 C .
TV . TV
.
Q4. / ? 15% . 4
, . OEM
. .
40 / /
CEO /
50 / /
Q1. ? .
.
. 10
.
.
Q2. ? 40 ,
.
CHAPTER 0
2 |
133
Q3. ? .
.
. . !
.
CHAPTER 0
2 |
134
CHAPTER 0
2 |
135
5
CASE 17
: 97-1
: 12,070
: 77()
:
:
:
:
:
5 1, 6() .
. 4
. 2009
.
() .
CHAPTER 0
2 |
136
Q1. 5 ? . . .
, .
. .
Q2. 5 ? . .
?
Q3. ?. ,
.
70 / / 5
40 / /
Q1. 5 ? . ..
Q2. ? ? ..
.. .
. .
Q3. ? . ..
. .
.
, ,
.
CHAPTER 0
2 |
137
Q1. 5 ? . .
. .
.
. .
. ,
.
Q2. ? . . .
...100 .
Q3. 5 ? . ,
. .
Q1. ? .
, .
. , TV
.
Q2. ?..
.
Q3. ? .
.
70 /
70 / / ()
CHAPTER 0
2 |
138
5 ,
.
5 ,
.
,
.
.
,
.
,
.
, , , ,
.
()
()
2015.02
, 5 .
, , , 8
.
CHAPTER 0
2 |
139
CASE 18
: 400-1
: 15,990
: 220 ()
:
: +
:
:
:
1943
. 1990
, 2004
. 2011
, ,
.
CHAPTER 0
2 |
140
Q1. ? , .
.
Q2. (:) ?
, .
.
Q3. ? ? .
50 / /
Q1. ? 50% , 30%,
20% .
.
.
.
Q2. ? .
. ,
.
.
Q3. ? .
.
. .. .
.
40 / /
CHAPTER 0
2 |
141
Q1. ? ,
.
.
Q2. ?. 30 .
.
Q3. ? .
, .
. ,
.
40 / /
Q4. ? 46 .
.
Q5. ?
. 2 1
.
4 .
Q6. ?
,
. ,
.
CHAPTER 0
2 |
142
.
, , 3
. ()
.
() ,
.
, ,
.
, .
.
.
,
.
.
CCBC ''
CCBC ''
2005.02
145
149
151
153
167
183
189
193
197
201
207
217
218
233
235
243
245
271
273
CHAPTER 03 |
&
145
www.servicedesigntools.org, (SDN.
www.sdn.org),
. Reference
, , .
:Benchmarking, Interview, Shadowing, Customer Journey Map, Service Blueprint,
Brainstorming, Mandal Art, Service Prototype, Mock-up, Role Playing
(2013) ,
(Qualitative Research) (Concept
Design) (Experience Strategy) , , ,
(KIDP)
CHAPTER 03 |
&
146
,
. ,
,
.
( , 2013)
CHAPTER 03 |
&
147 SSP(Seo et al, 2014)
Business Context
Business Goal
Business Scape Analysis
Issue Analysis
Identify Core Competency
Business Strategy
Goal-IssueStrategy Mapping
Define Value System
Customer Analysis
Competitive Priorities
Benchmarking
Business Goal
ServiceStrategy
Strategy-Value Mapping
Service Portfolio Modeling
PersonaModeling
ContextModeling
Experience Model-ing
Contextual Research
Stakeholder Rela-tion Map
CustomerJourney Map
Painpoint Analysis
Kano Analysis
DesignConcept
DesignPrinciple
Strategy Principle Mapping
Service Portfolio Design
Context Design
ExperienceDesign
Service System Cube Design (To-Be)- Touchpoint- Process- Enabling System
Service System Cube Modeling- Touchpoint- Process- Enabling System
DevelopAlternatives
ServicePrototype
Feasibility Analysis
ExpectedEffects
Implementation Roadmap
Guide & Manual
TrainingProgram
Implementation & Operation
Promotion& Diffusion
Service Lifecycle Management
ServiceStrategy
ServiceModeling
(As-Is)
DesignDirection
ServiceDesign(To-Be)
ServicePlan
ServiceImplementation
CHAPTER 03 |
&
148
,
.
, (NPD :New Product De-
velopment) / .
, (AHP: Analytic Hierarchy Process)
, Scoring Model, Feasibility X Attractiveness Matrix .
.
(Business Model Canvas)
, , , , ,
. (Capex)
(Opex) , ,
(CPV : Customer Perceived Value) .
Service Design Package ,
, ,
, , , ,
.
Service Design Packge
CHAPTER 03 |
&
149
Service Design Package
SDP
List
CHAPTER 03 |
&
150
Page
CHAPTER 03 |
&
151
Desk ResearchIdeation
ConceptGeneration
Field Research
/
Benchmarking
Service Safari
Interview(IDI, AIAS)
Shadowing
Role Playing
Service Blueprint
Customer Journey Map
Check List
Service Flower
Service Flower
Mandal Art
Concept Sketch
CHAPTER 03 |
&
152
Benefit
Cost
Scoring Model (MADM)
Business Operating Plan
Business Model Canvas
Mock-up
User Test
Focus Group
Discussion
Manual
Template
, (, 2012). ,
(, 2014). IDEO. , IDEO (, 2014). ,
,
CHAPTER 03 |
&
153
Research
Benchmarking
Service Safari
Interview(IDI,AIAS)
Shadowing
,
.
SDP Benchmarking Desk Research Field Re-
search . SDP Desk Re-
search/Field Research .
Desk Research
. SDP , , , ,
, .
, .
Field Research
. Insight
. SDP /
. , , , FGD
(Persona)
.
Benchmarking
(Benchmarking) / /
Matrix . Matrix
/
. SDP Benchmarking
, /
Benchmarking .
Role Playing
Service Blueprint
Customer Journey Map
CHAPTER 03 |
&
154
()
, (, 2012).
http://www.servicedesigntools.org/
CHAPTER 03 |
&
155
Customer Visit /
, , Emotional
Value .
Service Safari
()
/ A - I - A - S ()
Perception of Observer
Journey
Voice of Service Provider
, ?
(), ?
()
, ?
! !
CHAPTER 03 |
&
156
()
CHAPTER 03 |
&
157
Shadowing , . Shad-
owing Per-
sona Persona .
Experience Value Interaction Issue Insight
.
(Shadowing) ,
.
Interaction
.
Shadowing
_
CHAPTER 03 |
&
158
" ? "
" "
Role Playing Research Prototyping SDP
Experience Value, Emotional Value, .
SDP , ,
,
.
Role Playing
: 2015 1 29 10~18
:
:
Key Point : , ,
,
CHAPTER 03 |
&
159
" ?"
" ..."" .
"
CHAPTER 03 |
&
160
CHAPTER 03 |
&
161
Service Blueprint ,
.
.
Service Blueprint
CHAPTER 03 |
&
162
CHAPTER 03 |
&
163
CHAPTER 03 |
&
164
Adams, Dan, New Product Blueprint (Aim Pr, 2008).
CHAPTER 03 |
&
165
Customer Journey Map
. Experience Value
Emotional Value
.
Customer
Journey Map
Persona 01:
20-30
1 1
Persona Customer Journey Map()
(, 2014).
CHAPTER 03 |
&
166
CHAPTER 03 |
&
167
_ ()Research_Case
Benchmarking
Service Safari
Interview(IDI,AIAS)
Shadowing
Role Playing
Service Blueprint
Customer Journey Map
Desk Research Field Research
. Benchmarking Desk Research
Field Research , Service Safari, Inter-
view, Shadowing
.
2004 29,234 2014 24,091 ,
.
(1.7km, 27), (1.2km, 19),
(815m, 13), (1.4km, 22), (1.7km, 27)
. / (7.7km, 15
), (7.6km, 15)
. 2014 400 .
.
, (, 2006). . , , (, 2011).
CHAPTER 03 |
&
168
/7.7km_ 15
7.6km_ 15
1.7km_ 27
1.2km_ 19
815m_ 13
1.4km_ 22
1.7km_ 27
CHAPTER 03 |
&
169
(5)
Scene .
(, )
.
.
CHAPTER 03 |
&
170
Desk Research , ,
, , , , , , ,
, , , , , ,
, , , , , 5
.
. Service Offering
.
Service Flower .
, ! ! ! (, 2011).
, (, 2010).
, (, 2012).
, (, 2007).
QX, , (,2010).
, CEO (, 2013).
, (, 2013).
, (, 2008).
, (, 2009).
, (, 2006).
, (, 2013).
CHAPTER 03 |
&
171
Desk Research
Desk Research
FieldResearch
FieldResearch
: , &
:
Desk Research
Desk Research
Desk Research
FieldResearch
Boqueria
& &
: ( ) : , &
80 ( , , )
, , ,
Nuovo
Esquilino
()
CHAPTER 03 |
&
172
Service Offering
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
Core(Merchandise)
/
B.I.
B.I.
B.I.
B.I.
B.I.
B.I.
B.I.
B.I.
B.I.
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
-
-
-
-
-
-
-
gnage
gnage
gnage
gnage
gnage
< ~ >
< >
&
&
Service Flower Model
Elements
nformation
nformation
nformation
nformation
nformation
nformation
nformation
nformation
nformation
nformation
nformation
nformation
nformation
nformation Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
Signage & Map
CHAPTER 03 |
&
173
Field Research
Insignt . ,
, ,
, , , , .,
. 5
. ,
.
, , , , , ,
, , , , 5 .
Vijay, 101 Design Methods (John Wiley & Sons Inc, 2012).
Perception of Observer
Journey
Voice of Service Provider
, ?
(), ?
()
, ?
! !
CHAPTER 03 |
&
174
"
"
" , "
" ? ? "
" 5 ? "
" ? ? "" ? "
" . ? "
" , , "
CHAPTER 03 |
&
175
Service Safari
CHAPTER 03 |
&
176
" ! "
" . . "
" .
. "
" "" 15 5000 "
" . "
CHAPTER 03 |
&
177
,
.
, , .
Interview (In-depth Interview, AIAS)
: 1 26~31
: ,
, , ,
, ( 60)
/ /
,
.
?
.
.. 10
CHAPTER 03 |
&
178
, , . (Shadowing) , ,
.
, ,
.
Shadowing
_
" ? "
" "
CHAPTER 03 |
&
179
_
" ? "
" "
" , "
CHAPTER 03 |
&
180
Role Playing
: 2015 1 29
10~18
:
:
Key Point
CHAPTER 03 |
&
181
" ? "
" "
"
.. "
" "
"
"
" .. "
" ? "
" .
"
CHAPTER 03 |
&
182
CHAPTER 03 |
&
183
Environmental Analysis
Checklist
Service Flower
.
.
SDP
.
,
.
( )
, , .
.
,
, , .
SDP
. /
30 A, 31 70 B, 71 C Positioning
. / /
Positioning .
Kenneth B. Kahn, George Castellion, and Abbie Griffin. , PDMA (, 2012). Blank, Engineering Economy (McGraw Hill, 2005).
CHAPTER 03 |
&
184
[]
:
A 0-30
B 31-70
C 71-100
[]
: /
1 / 0-20
2 / 21-40
3 / 41-100
(as-is) ,
( ) (to-be)
. , , , (Checklist)
.
, , , ,
, , (PB), , , , ( )
, , , . SDP
. (Checklist)
, SDP
.
Checklist
CHAPTER 03 |
&
185
CHAPTER 03 |
&
186
Service flower
Lovelock Flower of Service
. [Core Merchandise]
. , , ,
Service Offering . [Information]
Signage &Map, B.I. , , PR, Service
Offering . [Consultation]
Consulting , , , , .
[Order-taking] , ,
(VMD), Service Offering . [Hospitality]
. Service Flower , / , ,
, , , , , Service Offering
. [Safekeeping] ,
, , , Service Offering . [Ex-
ceptions] , ,
, Service Offering . [Payment]
, . [Community]
, - , .
, , - .
CHAPTER 03 |
&
187
CHAPTER 03 |
&
188
Core Merchandise
/
0
Exceptions
/
6
Order-Taking
3
Safekeeping
5
Community-, ,
- 8
Information
Signage & Map
PR
B.I
1Consultation
+
2
Payment
7
4Hospitality
(VMD)
&
CHAPTER 03 |
&
189 [] :
A 0-30
B 31-70
C 71-100
[]
: /
1 / 0-20
2 / 21-40
3 / 41-100
_ ()Environmental Analysis_Case
Checklist
Service Flower
. 30%,
20% .
Checklist
.
CHAPTER 03 |
&
190
[]
:
A 0-30
B 31-70
C 71-100
[]
: /
1 / 0-20
2 / 21-40
3 / 41-100
(AS-IS) ,
TO-BE
, , . ,
. ,
. 2 1
.
CHAPTER 03 |
&
191
Checklist
[ ]
5
10
.
.
CHAPTER 03 |
&
192
AS-IS TO-BE
.
37
25 8
CHAPTER 03 |
&
193
(as-is) (to-be)
, Retention
, Acquisition , Up-sell ,
, . Service
Offering , Service Flower Hospitality Community
Community ,
Consultation, Order-taking .
(as-is) (to-be)
, Retention
, Acquisition ()
, Up-sell , , Cross-sell . ,
Service Flower Information, Ordertaking, Hospitality ()
, Consultation .
(as-is) (to-be)
, Acquisition
, Up-sell ,
, . , Service Flower Ordertaking
, , .
(as-is) (to-be)
, ,
Up-sell , , Cross-sell .
, Information, Ordertaking, Hospitality Service Offering
. Service Offering Consultation, Exception
.
Strategy
Service Flower
CHAPTER 03 |
&
194
(as-is) (to-be)
, Acquisition
, Up-sell ,
, . , Information, Ordertaking,
Hospitality , Order-taking .
(as-is) (to-be)
, Retention
, Acquisition Up-sell
.
7
, .
CHAPTER 03 |
&
195
7 (Acquisition), (Retention),
(Up-sell)
.
Service Flower
CHAPTER 03 |
&
196
Core Merchandise
/
0
Information
Signage & Map
PR
B.I
1
Safekeeping
5Exceptions
/
6
Order-Taking
3
Community-, ,
- 8Consultation
+
2
4Hospitality
(VMD)
&
Payment
7
CHAPTER 03 |
&
197
_ () Strategy_Case
Service Flower
.
.
CHAPTER 03 |
&
198
CHAPTER 03 |
&
199
Service Flower
(Acquisition) (Retention) (Up-sell) .
.
CHAPTER 03 |
&
200
Core Merchandise
/
0
Information
Signage & Map
PR
B.I
1
Safekeeping
5Exceptions
/
6
Order-Taking
3
Community-, ,
- 8Consultation
+
2
4Hospitality
(VMD)
&
Payment
7
CHAPTER 03 |
&
201
Concept Generation
Mandal-Art
Concept Sketch
.
, .
(Mandal-Art) ,
, .
.
Mandal-Art
CHAPTER 03 |
&
202
(Concept Sketch) , , ,
.
Concept Sketch
CHAPTER 03 |
&
203
3 , 13, SK 7, 6
CHAPTER 03 |
&
204
1) ,
2)
- / / / /
- / /
- / /
3)
(Brainwriting)
CHAPTER 03 |
&
205
. , (, 2010).
CHAPTER 03 |
&
206
CHAPTER 03 |
&
207
_ ()Concept Generation_Case
Mandal-Art
Concept Sketch
Service Flower
Core(Merchandise) 8, , ,
, , , , , , Information
QR , , , , Consultation
, , , Seller+Maker Co-work , Order-taking ,
, Hospitality , , , , Open Kitchen,
, , Safekeeping , , ,
, , Exception . / , ,
, , , Payment , Community
, .
Mandal-Art
CHAPTER 03 |
&
208
.
Core, Information, Order-taking, Hospitality 15
.
Core Merchandise
/
0
Information
Signage & Map
PR
B.I
1
Safekeeping
5Exceptions
/
6
Order-Taking
3
Community-, ,
- 8Consultation
+
2
4Hospitality
(VMD)
&
Payment
7
CHAPTER 03 |
&
209
8
, ,
. Tip .
.
.
.
8 ,
.
CHAPTER 03 |
&
210
Activity (.
Good!) Tip
Map .
OOO
.
, , .
,
.
CHAPTER 03 |
&
211
(, ) .
.
.
.
CHAPTER 03 |
&
212
8 .
.
8
.
CHAPTER 03 |
&
213
,
, .
,
.
8
.
CHAPTER 03 |
&
214
Open Kitchen
, , Show off
.
.
. ( )
CHAPTER 03 |
&
215
.
B.I .
- / - .
CHAPTER 03 |
&
216
.
LED -
.
CHAPTER 03 |
&
217
, , , ,
. Benefit Cost
BCR(Benefit-Cost Ratio) . BCR
SDP Benefit
Cost .
(Benefit Cost % .)
Benefit , Scoring Model(MADM) .
Service Portfolio Management
Scoring Model(MADM)
CHAPTER 03 |
&
218
_ ()
Service Portfolio Management_Case
Scoring Model(MADM)
15
. 15 Benefit
. Cost , Benefit Cost
% Benefit/ Cost .
Service Offering( ) .
Service Offering .
Scoring Model ,
AHP
. SDP Scoring Model
, .
Scoring Mode(MADM)
/
Scoring Model(MADM)
Benefit
CHAPTER 03 |
&
219
.
.
( 6 6 )
.
( , 1/ )
10 .
( )
.
.
( , )
.
,
Robert G. Cooper, Portfolio Management for New Products (Perseus Books Group, 2001).
Working Step
CHAPTER 03 |
&
220
Core(Merchandise) 9 8 6
Order-Taking 9 3 8
Core(Merchandise) 8 8 7
Core(Merchandise) 8 8 4 5
Core(Merchandise) 7 3 8
Core(Merchandise) 7 6 5
Hospitality 9 2 1
Core(Merchandise) / 7 5 5
Hospitality 7 5 5
Core(Merchandise) 8 3 3
Hospitality 7 5 3
Information 8 2 1
Consultation + 5 4 8
Information Signage & Map 6 5 4
Information 7 1 3
Core(Merchandise) + 5 4 5
Order-Taking 1 4 5 5
Consultation 5 4 5
Order-Taking 4 7 6
Core(Merchandise) / 4 4 7
Consultation Seller+Maker Co-worker 4 4 7
Consultation 4 6 6
Consultation 4 6 6
Order-Taking (VMD) 5 2 5
Hospitality 6 5 1
Payment 5 4 4
Hospitality 5 3 4
Information Signage & Map QR 5 3 4
Exceptions 6 1 2
Order-Taking 4 3 6
Payment 4 5 3
Hospitality 5 1 1
Hospitality 3 5 4
Consultation 3 3 3
Exceptions 3 3 3
Hospitality & 3 5 2
Safekeeping 3 5 1
Exceptions / / 2 4 2
Hospitality 2 6 1
Safekeeping 1 4 1
Exceptions 1 3 1
Community - & 1 3 1
Safekeeping - 1 2 1
Community 1 2 1
Community 1 2 1
0.65 0.1 0.25
CHAPTER 03 |
&
221
CHAPTER 03 |
&
222
Benefit , , ( )
Feasibility Attractiveness .
(Attractiveness) (Feasability) . ,
, ,
, , ,
, .
.
, ,
, .
[Benefit ]
Benefit
Working Step
.
.
.
.
(, ) (x )
, .
, ,
.
, .
, .
.
CHAPTER 03 |
&
223
Session 1. 2-3
Session 2. 3-4
Session 3. 4-6
( , )
: Kit, ,
, , (), ()
, Benefit
Focus Group .
, .
, .
. 15
Benefit .
CHAPTER 03 |
&
224
.
.
.
.
(, ) (x ) ,
.
Open Kitchen
CHAPTER 03 |
&
225
,
, ,
.
, .
, .
CHAPTER 03 |
&
226
.
CHAPTER 03 |
&
227
Feasibility x Attractiveness 15 benefit .
Benefit .
CHAPTER 03 |
&
228
CHAPTER 03 |
&
229
.
,
.
(Capacity Planning) ,
. ,
.
Cost
Working Step
.
(Capex : Capital Expenditure) ,
(Servicescape) .
(Opex : Operational Expenditure) .
(Capacity) .
.
(. 5 ) , (NPV: Net
Present Value) .
, .
CHAPTER 03 |
&
230
15
1 112,450,000 14%
CHAPTER 03 |
&
231
.
Benefit/Cost
.
( + ) .
/ . (Normalization)
/ , .
.
, 2 ,
.
Benefit Cost %
Benefit/Cost Service Offering( )
. Service Offering .
Working Step
CHAPTER 03 |
&
232
CHAPTER 03 |
&
233
SDP , ,
(Business Operating Plan)
.
Business Operating Plan
< >
()
, 500000 1 1 500000
52000 1 1 52000
97000 1 1 97000
13700 1 1 13700
2500000 1 1 2500000
4000000 1 1 4000000
99900 1 1 99900 70L
1700 4 1 6800
5300 2 1 10600 1500ml
11900 3 1 35700
19900 3 1 59700 63L
8900 1 1 8900
49 13900 2 1 27800
6P 2000 2 1 4000
27900 2 1 55800
5800 2 1 11600
1150 2 1 2300
() 2950 2 1 5900
3980 6 1 23880
() 2600 2 1 5200
(5kg) 25000 3 10 750000 1 200
10000 6 10 600000
1380 20 10 276000
39500 1 1 39500 1,000/ 3,500
0
() 70000 1 1 70000 1,000
() 50000 1 1 50000 1,000
Business Model
Business Operating Plan
Business Model Canvas
CHAPTER 03 |
&
234
Alexander Osterwalder (Business Model Canvas)
9
. 9 Customer Segments( ), Value Proposition(
), Channel(), Customer Relationship( ), Revenue Stream( ),
Key Resources(), Key Activities(), Key Partner(), Cost
Structure().
. ,
.
Business Model Canvas
< >
(Business Model Canvas)
CHAPTER 03 |
&
235
_ ()Business Model_Case
Business Model Canvas
Business Operating Plan
.
, ,
.
/ .
Cost .
, , .
() .
.
,
, ,
App. .
,
.
, , ,
( ) .
.
,
.
. , .
, , . ,
, .
Business Model Canvas
CHAPTER 03 |
&
236
. . (, 2014).
App. , ,
( , , ) ,
.
/
App.
App.
App.
CHAPTER 03 |
&
237
.
.
, ,
.
, 4,000
.
Business Operating Plan
CHAPTER 03 |
&
238
.
, .
, .
.
,
40% .
, 500,000 1 1 500,000
1 -
500,000
650,000 1 1 650,000
50,000 1 1 50,000
5 0,000 1 1 50,000 1000
143,000 3 1 429,000 5,000
-
-
-
8 ,980 1 1 8,980
5 ,980 1 1 5,980
6 ,400 1 1 6,400
50p 2,380 9 1 21,420
1 5,900 2 1 31,800
9 90 1 1 990
9 90 1 1 990
4 ,500 2 1 9,000
3 ,900 1 1 3,900
9 ,980 1 1 9,980
3 ,000 2 1 6,000
(L)6 ,350 1 1 6,350
1003 ,300 1 1 3,300
6 ,900 1 1 6,900
3 ,500 1 1 3,500
1,179,000
1,679,000
2
1
CHAPTER 03 |
&
239
.
, , ,
.
, , /
.
, , 4,000,000 1 1 4,000,000
150,000 1 20 3,000,000
500,000 3 1 1,500,000
8,500,000
1,000,000 1 1 1,000,000
1,000,000 1 1 1,000,000
300,000 1 1 300,000
100,000 4 1 400,000
50,000 10 1
10,000 10 1
20,000 7 1 140,000
500,000 1 1 500,000 , ,
1,500 30 1 45,000
300,000 1 1 300,000 , ,
, 300,000 1 1 300,000
150,000 1 1 150,000
200,000 3 1 600,000
15,000 18 1 270,000 , , 6x3
300,000 1 1 300,000
100,000 3 1 300,000
5,305,000
530,500
, 1,000,000 1 1 1,000,000
550 1,000 1 550,000 A1
350,000 1 1 350,000
45,000 10 1 450,000
- , , 300,000 1 1 300,000
100,000 10 1 1,000,000
500,000 3 1 1,500,000
1,200,000 1 1 1,200,000 1
6,350,000
20,685,500
20,000,000
2
( 10%)
3
(1+2++3)
_ ' `
1
CHAPTER 03 |
&
240
CHAPTER 03 |
&
241
,
. ,
. ,
, .
, ()
,
73% .
13h-14h 664 13h-14h 240
() 13h-14h 96 14% () 13h-14h 37 15%
() 13h-14h 77 12% () 13h-14h 31 13%
() 13h-14h 46 48% () 13h-14h 27 73%
() 13h-14h 28 36% () 13h-14h 14 45%
CHAPTER 03 |
&
242
CHAPTER 03 |
&
243
, ,
.
, .
SDP , Activity
Service Blueprint ,
(Painpoint) (Tip)
. Painpoint Tip , .
Prototyping
Mock-up
User Test
Focus Group Discussion
User Test
User Test
, SDP
.
Mock-up
.
(Mock-up)
.
< > :
CHAPTER 03 |
&
244
, . . (, 2011).
Focus Group Discussion
(Focus Group Discussion)
.
.
.
.
, (/
), (/ ), .
, ,
,
,
Focus Group Discussion()
CHAPTER 03 |
&
245
" ', ' ', ' ', '
(Oil)' 4 (Prototyping) /
. '' (Plan), (Development), (Operation) ,
(Pain point) .
_ ()Prototyping_case
Mock-up
User Test
Focus Group Discussion
:
3 ( , , )
: ,
: ()
: 2015 7 10 - 19
: , , Google Docs
Business Operating Plan
:
2015.07.11 / 11:00 AM ~ 18:00 PM
: ' ' ,
"",
"", ""
CHAPTER 03 |
&
246
PLAN
1.
2.
DEVELOPMENT
1. (Oil)
2. ,
3.
" (Oil)"
OPERATION
1.
2.
5
3.
(Oil)
CHAPTER 03 |
&
247
: ,
(2015,7.10~7.19)
:
(. , )
PLAN
1.
2. ,
,
(Finger Food)
DEVELOPMENT 1.
8
2. ()
OPERATION
1.
2.
,
3.
CHAPTER 03 |
&
248
: ,
(2015,7.10~7.19)
: ,
,
PLAN
1.
2.
,
DEVELOPMENT
1.
2. ,
OPERATION
1.
2.
,
3.
CHAPTER 03 |
&
249
: ,
2015.7.11
: , ,
,
PLAN
1.
2.
3.
DEVELOPMENT
1. '
2. ,
OPERATION
1.
,
2.
,
(oil)
CHAPTER 03 |
&
250
CHAPTER 03 |
&
251
" ."
" ."
" ."
" ."
" ."
CHAPTER 03 |
&
252
" ."
" ."
" ."
" ."
" ."
CHAPTER 03 |
&
253
(Oil) .
.
(, ) 9 (,
1 2 ) 16%
, 31% .
(Oil)
, , ,
.
[ ]_
CHAPTER 03 |
&
254
2 2 1,206
. Service Provider()
. 10 1
1~10 .
, 5,159 . 9
8 9 ( ) 631
.
CHAPTER 03 |
&
255
,
, 631, 94(, 14%)
42(, 48%) . 4,000
(* ) 95(3 ) .
: 2015.03.14.() : 13~14, 15~16, 2
13h-14h 664 13h-14h 240
() 13h-14h 96 14% () 13h-14h 37 15%
() 13h-14h 77 12% () 13h-14h 31 13%
() 13h-14h 46 48% () 13h-14h 27 73%
() 13h-14h 28 36% () 13h-14h 14 45%
CHAPTER 03 |
&
256
,
, .
, ,
.
[ ]_
()
CHAPTER 03 |
&
257
()
Q. ?
Q. ?
Q. ?
Q. ?
0
10
20
30
40
50
60
0
10
20
30
40
50
60
0
10
20
30
40
50
CHAPTER 03 |
&
258
Q. ( ) ? A. . . ? .
.
Q. ?A. ? . .
Q. ? A. .
.
.
Q. , ?A. () .
. 4
.
.
.
Q. ?A. .
, .
.
.
CHAPTER 03 |
&
259
Service Blueprint
B.I
B.I
Mock-up
Mock-up
B.I
B.I
mock-up
Mock-up
CHAPTER 03 |
&
260
,
L,
,
,
CHAPTER 03 |
&
261
, ,
, , ,
, ,
,,
,
,
Service Blueprint
CHAPTER 03 |
&
262
,
, ,
,
, ,
, , ,
, , ,
,
,
L, ,
, ,
,
CHAPTER 03 |
&
263
,
,
,
, ,
,
,
,
,
Service Blueprint
CHAPTER 03 |
&
264
, ,
,
,
,
, , ,
//
CHAPTER 03 |
&
265
,
. ,
, ,
/ .
[ ]_
()
CHAPTER 03 |
&
266
Q. ?
Q. ?
Q. ?
Q. ?
()
0
10
20
30
40
50
60
70
80
0
5
10
15
20
25
30
35
0
5
10
15
20
25
30
35
CHAPTER 03 |
&
267
Q. ?A. . . ,
.
. , .
Q. ?A. (). , .
, .
Q. ?A. . , ,
. .
Q. ?
A. . , .
, .
.
CHAPTER 03 |
&
268
,
. ,
.
[ ]_
CHAPTER 03 |
&
269
()
Q. ?
Q. , ?
Q. ?
0
10
20
30
40
50
60
0
5
10
15
20
25
30
35
40
0
10
20
30
40
50
Q. ?
CHAPTER 03 |
&
270
Q. ?A. . ..
, . ,
.
Q. ? (, )A. , .
, .
Q. ?A. , . .
.
. , SNS ,
.
CHAPTER 03 |
&
271
(Manual) SDP
.
.
(Template) . SDP
.
Manual
Template
Practice & Application
Manual
Template
CHAPTER 03 |
&
272
CHAPTER 03 |
&
273
.
PM 18:00~19:00
(4)
PM 17:00~18:00
PM 16:30~17:00
(3)
PM 15:00~16:30
_ ()Practice & Application_Case
Manual
Template
CHAPTER 03 |
&
274
AM 09:30~10:00
(1)
AM 10:00~11:30
AM 11:30~12:30
(2)
PM 12:30~14:30
PM 14:30~15:00
CHAPTER 03 |
&
275
(1) (2)
CHAPTER 03 |
&
276
(3) (4)
CHAPTER 03 |
&
277
, , ,
( , ) . , , ,
:
BI
CHAPTER 03 |
&
278
CHAPTER 03 |
&
279
( )
,
.
, ,
ON
( )
, ,
CHAPTER 03 |
&
280
,
283
CHAPTER 0
4 |
, ,
. ,
, 1,500 35
.
(SDP) ,
, ,
.
,
.
,
,
.
284
CHAPTER 0
4 |
2016 1 11
322
http://www.kidp.or.kr
,
.
R&D 2014
.
.
: