고객감동 경영혁신 실천사례 버 스 산 업, 위 기 를 기 회 로 고 객 감 동 경 영 혁 신 실 천 사 례 주소 우)137-063 서울 서초구 방배3동 1031-8 전국버스회관 3층 전화 (02)585-4578 팩스 (02)585-4524 홈페이지 www.bus.or.kr 버스산업, 위기를 기회로
1990 81 2003 47 2004 53 15% 50%
500
20098
1 001 10 002 11 003 13 2 004 15 005 19 006 21 3 007 23 008 26 009 28
1 010 34 011 36 2 012 40 013 42 014 43 015 46 3 016 47 017 50 018 51 58
1 019 66 020 70 021 71 022 75 023 82 024 83 2 025 84 026 88 3 027 90 028 93 1 029 96 2 030 105 031 107
1 001 10
002 11
3 12
KTX 003 GPS CDMA 13
TV 1 14
2 004 15
16
brt brt brt 17
100 8 100 18
10 005 19
1 2 1 3 4 2 CCTV 3 6 20
006 CCTV CCTV CCTV 3 21
CCTV 2007323 CCTV 2007325 22
3 007 2005 9 15 www.ulsanbus.co.kr 600 470 200 930 23
1 1 920 920 2009 01 0700 54 HIT 46 22 13 60 4 920 2 24
50 60 50 re 920 2009 01 0809 56 HIT 23 25
920 920 2008 920 008 26
2 22km 1 19 4 9 50 6 20 33km 1 7 3 11 4 9 30 6 40 1 2 000 135 2007 27
009 08531 65 304 27 28
8 PCSI Passanger Customer Satisfaction Index 2007 1 29
BSC 06 707 6 1 30
150 9 1 15 140 6 CSOJT 31
1 010 15 6 36 25 30 34
307 9 5 4 4 15 10 1 307 1 2 35
1 011 2005 9 1 10 20 10 5 10 30 10 30 2 10 300 30 10 30 36
37
1 30 30 1 100 10 000 200 200 200 92% 8% 8% 2002 50 km 100 km 5 38
150 km 7 8 4 1 2009 2 28 190 km 1996 13 15 2007 50 km 32 2008 43 70% 30% 2002 1 100 km 1 2009 2 22 150 km 6 39
2 012 2003 2004 1 40
1 2 14:00 16:00 BE CooL 1 3 500 brt 41
43% 013 12 1 1 31 100 50 30 1 1 42
5 5 4 10 11 014 43
0 05% 0 05% 2 3 06:00 11:00 Lion 10% 44
2006 8 25 2008 2 15 1 6 913 16 4 12 122 0 056%0 053% 1 6 91316 1 31% 0 87% 1 1001 0 87 45
2004 5 30 6 3 2 2005 1 1 015 GPS GPS KTX 600 9 LED LED 5 46
3 016 ERP ERPEnterprise Resource Planning ERP ERP 47
ERP ERP 2005 9 2005 10 2 50 2006 1 205 2006 2 ERP 2006 6 206 ERP 2006 2 ERP ERP ERP 48
ERP USB [ ] 100km/h rpm 1700 103km/h 100km/h 49
0 017 GPS GPS GPS 50
2006 57 2007 44 2006 114 2007 58 018 DVR 105 DVRDigital Video Recorder DVR 1 4 2 51
100 1 200 3 DVR DVR DVR DVR ABCD A 1 52
1 6 1 6 50 20 25 2/3 DVR DVR DVR DVR Digital Video Recorder VCR HDD DVD MPEGMoving Picture Experts Group 53
DVR VCR 1 2007 6 DVR 2009 1 DVR 2009 1 1 3 5 4 ASF 2 2 5 4 MPEG 54
PC 55
DVR A/S DVR DVR DVR DVR 2007 100% DVR 2008 2009 DVR 2009 2 4 30% 56
3 57
16 3 1981 1 58
1995 CCTV 1998 CCTV 59
1 1 000 CCTV CCTV 60
2007 231 20 25 2002 61
5 59 12 2 3 62
4 63
1 019 ERP 66
ERP 3 5 000 1 9 8 000 1 750km 15 67
13 50 ERP km 0 DB 1:1 ERP ERP 95% 68
5% 10% 1 69
2006 3 81km 2007 4 02km 5 5% 0 21km 020 70
20% 021 80 100km/h 100km/h 5 10% 5 8% 3 7% 6 10% 71
1 105kg 1 0 85kg400 200kg 3 4 20% 40km 20% 0 8 4 3% 15% 1 0 5 1% 10% 72
1100cc 1 50cc 2 4 40km/h 3 30% 10 200cc 3 5 30 1999 7 61 64 2% 73
290 310hp 360 380hp 2 3 28 38 7 5 6 43kg 25kg 41 8% 5 5 10% 12 17% 50 67% 1 1999 3 4km/ 2004 3 9km/ 14 7% 61 5 000 5 6 800 2003 3 84km/ 0 06km/ 7 3 800 6 800 74
022 3 1 2 3rpm 4 75
5 rpm 6 7 200751 76
100km 30% 30% 20% 20% 10% 30% 77
9 2008 6 2009 2 55 6 489 7 9 550 37 1 028 5 2 310 8 840 5 810 5 5 1 900 4 70km 90km 3 5 78
247150 1 45 USB USB 70km/h 90km/h 1 15km 1 15km 70km/h90km/h 1 3 5 79
25% 10% 25% 15% 10% 15% 80
70% 81
70km 023 1 5 000 1 1 000 3 82
024 HI PASS 83
2 025 10 84
85
Driving School 3 15 35 1 4 1 2 2 1 4 1 2 2 3 748 61 4 86
2 100 3 45 123 4 87
3 6 3 1 3 2 026 50 34 32 1 1 2 3 88
20 10 5 20 50 80 89
3 027 90
2007 5 18 200 2007 2007 91
2007 2004 3 2005 9 10 36 15 20 100% 250 2005 12 5% 10 92
028 58 1 70 2007 2 21 2007 100% 93
95
1 029 2009 04 22 OO IP 211 50 153 217 6623 7 6623 96
2009 03 24 OO IP 211 187 198 202 323 1 15 18 2008 12 07 OO IP 114 201 23 161 77 1849 97
18 2008 11 15 OO IP 116 42 8 26 720 720 10 20 6 720 720 720 1468 98
2008 10 26 OO IP 58 77 107 106 123 3 3 123 99
2008 09 20 OO IP 61 98 143 89 5527 7 40 4 7 40 5527 100
2008 04 18 OO IP 125 133 211 39 556 101
2008 04 01 OO IP 210 104 250 20 2007 11 30 OO IP 211 107 149 9 706 70 3114 10 40 11 12 102
2007 03 31 OO IP 121 200 105 97 51 103
51 104
2 030 2003 2003 2008 90 40 1 30 10 1 105
3 20 106
031 2 2 107
13 1 5 000 30 250 20 3 150 2004 108
2009 8 18 137 063 3 1031 8 3 02 585 4578 02 585 4524 www bus or kr