1과목 유통물류일반관리 Chapter 01 유통의 이해 제1절 유통의 이해 ······················································ 4 1. 유통의 개념과 분류 / 4 2. 유통(중간상)의 필요성 / 5 3. 유통기능(function)과 유통흐름(flow) / 6 제2절 유통경로 및 구조 ················································· 13 1. 유통경로의 개념 / 13 2. 유통경로의 유용성 / 13 3. 유통경로의 유형과 관리 / 16 4. 유통경로의 조직 / 17 5. 유통경로의 믹스 / 21 6. 유통경로 결정에 관한 이론 / 24 7. 유통경로에서의 힘과 갈등관리 / 27 8. 소매업의 기능 및 특성 / 29 9. 소매업 발전에 관한 이론 / 31 10. 도매업의 기능 및 특성 / 36 11. 도매상의 유형 / 38 제3절 유통경제와 유통산업의 이해 ········································ 41 1. 유통환경의 변화와 특징 / 41 2. 유통산업의 경제적 역할 / 43 3. 유통비용과 이윤 / 44 실전감각 기르기 ······················································ 46 Chapter 02 유통경영전략 제1절 유통경영환경분석 ················································· 64 1. 유통경영전략의 필요성과 이해 / 64 2. 유통기업의 비전과 목표 / 65 3. 유통경영의 외부적ㆍ내부적 요소분석 / 66 제2절 유통경영전략의 수립과 실행 ········································ 69 1. 경쟁우위와 경쟁전략 / 69 2. 경영혁신 / 73 실전감각 기르기 ······················································ 75 Chapter 03 유통경영관리 제1절 조직관리 ························································ 83 1. 조직의 이해 / 83 2. 조직구조의 설계 / 83 3. 조직구조의 유형 / 85 4. 조직의 목표관리 / 87 5. 리더십 / 88 6. 조직의 동기부여 / 95 제2절 인적자원관리 ···················································· 100 1. 인적자원관리의 기초와 개념 / 100 2. 직무분석 / 101 3. 직무평가 / 104 4. 인사고과 / 106 5. 인적자원의 확보와 개발 / 109 6. 인적자원의 보상과 유지 / 110 제3절 재무관리 ······················································· 113 1. 재무관리의 개요 / 113 2. 자본예산과 자본조달 / 114 3. 재무분석 / 116 제4절 회계관리 ······················································· 118 1. 회계의 기초 / 118 2. 재무회계의 개념체계 / 119 제5절 구매 및 조달관리 ················································ 122 1. 구매 및 조달관리의 개념과 절차 / 122 2. 품질관리 / 123 3. 공급자 선택 및 관리 / 125 4. 구매실무 / 126 실전감각 기르기 ····················································· 131 Chapter 04 물류경영관리 제1절 도소매 물류의 이해 ·············································· 150 1. 도소매 물류의 기초 / 150 2. 도소매 물류의 고객서비스 / 156 제2절 도소매 물류관리 ················································· 158 1. 수요예측 / 158 2. 재고관리 / 161 3. 운송, 보관 및 하역 / 163 4. 포장 및 하역 / 166 5. 물류관리를 위한 정보기술 / 169 6. 물류비 / 171 7. 물류 아웃소싱과 제3자 물류, 제4자 물류 / 174 8. 공급사슬관리 / 177 실전감각 기르기 ····················································· 180 Chapter 05 유통기업의 윤리와 법규 제1절 기업윤리의 기본개념 ·············································· 199 1. 기업윤리의 기본개념 / 199 2. 유통기업의 사회적 책임 / 201 제2절 기업윤리의 기본원칙 ·············································· 202 1. 공리주의 / 202 2. 권리와 의무 / 203 3. 정의와 공평성 / 204 제3절 유통관련법규 ···················································· 205 1. 유통산업발전법 / 205 2. 전자문서 및 전자거래기본법 / 208 3. 소비자기본법 / 208 실전감각 기르기 ····················································· 211 2과목 상권분석 Chapter 01 유통 상권조사 제1절 상권의 개요 ····················································· 224 1. 상권의 정의와 유형 / 224 2. 상권의 계층성 / 226 제2절 상권분석 및 설정 ················································ 228 1. 상권분석의 의의와 방법 / 228 2. 상권ㆍ입지분석의 제이론 / 232 3. 상권설정의 의의와 방법 / 244 실전감각 기르기 ····················································· 247 Chapter 02 입지분석 제1절 입지의 개요 ····················································· 268 1. 소매입지와 도매입지의 개요 / 268 제2절 입지별 유형 ····················································· 269 1. 도시공간구조 / 269 2. 도심입지와 독립입지 / 270 3. 쇼핑센터 / 272 4. 복합용도개발지역 / 276 제3절 입지선정 및 분석 ················································ 278 1. 입지선정의 의의 / 278 2. 소매입지의 평가 / 285 3. 입지영향인자 / 291 4. 백화점의 입지선정 / 299 5. 의류패션전문점의 입지선정 / 301 6. 패션잡화점, 생활용품 전문점 및 식료품점의 입지선정 / 303 제4절 경쟁점 조사ㆍ분석 및 대책 ········································ 305 1. 경쟁점 조사 방법 / 305 2. 경쟁점 분석 / 307 3. 경쟁점 대책 / 308 실전감각 기르기 ····················································· 310 Chapter 03 개점전략 제1절 개점계획 ······················································· 330 1. 점포개점의 의의와 원칙 / 330 2. 투자의 기본계획 / 331 3. 개점입지에 대한 법률규제 검토 / 332 제2절 점포의 개점과 폐점 ·············································· 336 1. 출점 및 개점 / 336 2. 내점객 조사 / 338 3. 업종전환과 폐점 / 340 실전감각 기르기 ····················································· 342 3과목 유통마케팅 Chapter 01 유통마케팅 전략기획 제1절 유통마케팅 전략 ················································· 354 1. 유통마케팅의 개요 / 354 2. 유통마케팅 환경분석 / 358 3. 시장세분화 등 STP 전략 / 360 4. 포지셔닝 전략 / 366 제2절 유통경쟁전략 ···················································· 367 1. 유통경쟁의 개요 / 367 2. 환경 분석과 기업능력 분석 / 376 3. 서비스 마케팅 / 377 제3절 상품관리 및 머천다이징 전략 ······································· 382 1. 머천다이징 및 상품관리의 개요 / 382 2. 머천다이징과 브랜드 / 386 3. 업태별 머천다이징 및 상품기획 / 389 4. 상품 카테고리 계획과 관리 / 391 5. 제품수명주기별 상품관리전략 / 392 제4절 가격관리전략 ···················································· 396 1. 가격관리의 개요 / 396 2. 가격설정의 방법 / 399 3. 가격설정정책 / 402 제5절 촉진관리 전략 ··················································· 406 1. 촉진관리 전략의 개요 / 406 2. 프로모션믹스 / 410 3. 디지털 마케팅 전략 / 416 4. 소셜미디어 마케팅 / 418 실전감각 기르기 ····················································· 419 Chapter 02 점포관리 제1절 점포구성 및 레이아웃 ············································· 447 1. 매장 레이아웃 및 상품진열 / 447 제2절 매장환경관리 ···················································· 448 1. 매장환경과 환경관리 / 448 2. 매장의 내ㆍ외부 환경관리 / 449 제3절 상품진열 ······················································· 450 1. 진열의 개요 / 450 2. 진열의 기본조건 / 451 3. 진열의 형식 및 기법 / 453 4. 상품포장 / 457 제4절 비주얼 프리젠테이션 ·············································· 459 1. 디스플레이 웨어 / 459 제5절 머천다이징 ····················································· 459 1. 머천다이징의 개요 / 459 2. 상품의 매입과 구매계획 / 461 3. 상품의 발주와 재발주 / 465 4. 비주얼 머천다이징(VMD) / 466 실전감각 기르기 ····················································· 468 Chapter 03 상품판매와 고객관리 제1절 상품판매와 고객서비스 ············································ 481 1. 상품판매의 의의 / 481 2. 고객정보의 수집과 고객응대 / 482 3. 고객 컴플레인 대응 / 484 제2절 CRM 전략 및 구현방안 ··········································· 487 1. CRM의 배경 및 장점 / 487 2. CRM의 유형과 구현단계 / 489 실전감각 기르기 ····················································· 494 Chapter 04 유통마케팅 조사와 평가 제1절 유통마케팅 조사 ················································· 501 1. 유통마케팅 조사의 개요 / 501 2. 유통마케팅 조사의 절차와 방법 / 501 3. 유통마케팅 자료분석기법 / 508 4. 마케팅 정보시스템 / 510 제2절 유통마케팅 성과평가 ·············································· 512 1. 유통마케팅 성과평가의 개요 / 512 2. 유통마케팅 목표의 평가 / 512 3. 유통업의 성과평가 / 513 4. 경로구성원의 평가 / 519 실전감각 기르기 ····················································· 521 4과목 유통정보 Chapter 01 유통정보의 이해 제1절 정보의 개념과 정보화 사회 ········································ 540 1. 정보와 자료의 개념 / 540 2. 정보와 자료, 지식 간의 관계 / 542 3. 정보혁명의 의의와 특성 / 543 4. 정보화 사회의 개요 / 544 5. 정보화 사회의 특징과 문제점 / 547 제2절 정보와 유통혁명 ················································· 548 1. 유통정보혁명의 시대 / 548 2. 유통업에 있어서의 정보혁명과 유통업태의 변화 / 549 제3절 정보와 의사결정 ················································· 550 1. 의사결정의 이해 / 550 2. 의사결정의 종류와 정보 / 552 3. 의사결정상의 오류와 정보 / 553 제4절 지식경영과 지식관리시스템의 활용 ·································· 555 1. 지식경제와 지식경영 / 555 2. 지식경영 관련 이론 / 556 제5절 지식경영 프로세스 ··············································· 558 1. 지식근로자와 지식경영자 / 558 2. 지적 자본과 지식기반 조직 / 559 3. 조직문화와 지식문화 / 560 4. 지식경영 프로세스 / 561 제6절 지식경영 정보기술과 지식관리시스템 ································· 564 1. 지식경영 정보기술 / 564 2. 지식관리시스템 / 565 제7절 유통정보시스템 ·················································· 566 1. 정보시스템의 개념 및 설계 / 566 2. 정보시스템의 유형 / 568 3. 정보시스템의 운영환경적 특성 / 571 4. 유통정보시스템의 중요성 / 573 5. 유통정보시스템의 구성요소 / 574 6. 유통정보시스템의 구축 / 576 실전감각 기르기 ····················································· 578 Chapter 02 주요 유통정보화 기술 및 시스템 제1절 바코드의 개념 및 활용 ············································ 599 1. 바코드와 유통정보화 / 599 2. 바코드와 국제표준 / 602 3. 공통상품코드 / 607 4. 상품코드체계 / 612 5. 상품코드의 종류 / 614 제2절 POS 시스템의 개념 및 활용 ······································· 617 1. POS 도입과 유통네트워크화 / 617 2. POS 시스템의 효과 / 618 3. POS 데이터의 분류 및 활용 / 619 4. POS 데이터의 수집과 분석 / 620 5. POS 정보의 활용 / 621 제3절 EDI의 개념 및 활용 ·············································· 622 1. EDI의 의의 / 622 2. EDI의 효과 / 624 3. VAN, CALS, Internet, Intranet & Extranet / 625 제4절 QR 시스템의 개념 및 활용 ········································ 631 1. QR의 의의 / 631 2. QR의 효과 / 632 제5절 발주시스템 ····················································· 635 1. 재고보충 시스템 / 635 2. 재고관리 방식 / 636 실전감각 기르기 ····················································· 638 Chapter 03 유통정보의 관리와 활용 제1절 데이터관리 ····················································· 660 1. 데이터 웨어하우징과 데이터 마이닝 / 660 2. 데이터 거버넌스 / 666 제2절 개인정보보호와 프라이버시 ········································ 667 1. 개인정보보호와 프라이버시의 개념 / 667 2. 개인정보보호 정책 / 668 3. 개인정보보호 방안 및 보안시스템 / 670 제3절 고객충성도 프로그램 ·············································· 673 1. 고객충성도 프로그램의 개념과 필요성 / 673 2. 고객충성도 프로그램을 위한 정보기술 / 675 실전감각 기르기 ····················································· 676 Chapter 04 전자상거래의 이해 제1절 전자상거래 개요 ················································· 684 1. 전자상거래의 개념 및 특징 / 684 2. 전자상거래 프로세스 / 686 제2절 전자상거래 운영 ················································· 687 1. 전자상거래 기반기술 / 687 2. e-Catalog / 688 3. e-Marketplace / 689 4. e-Procurement / 692 5. CM, TOC, CPFR, APS, ATP / 693 6. 전자결제시스템 / 697 실전감각 기르기 ····················································· 701 Chapter 05 유통혁신을 위한 정보자원관리 제1절 ERP 시스템 ····················································· 718 1. ERP 개념 / 718 2. ERP 요소기술 / 719 3. ERP 구축 / 720 4. ERP 적용 / 720 제2절 CRM 시스템 ···················································· 721 1. CRM 개념 / 721 2. e-CRM 개념 / 722 3. CRM 요소기술 / 723 4. CRM 분류 및 구축 / 724 5. CRM 적용 / 725 제3절 SCM 시스템 ···················································· 726 1. SCM 개념 / 726 2. e-SCM 개념 / 728 3. SCM 요소기술 / 729 4. SCM 요소기술 및 정보시스템 / 729 5. SCM 구축 및 활용의 성과측정 / 732 실전감각 기르기 ····················································· 734 Chapter 06 신융합기술의 활용 제1절 4차 산업혁명과 신융합기술 ········································ 740 1. 4차 산업혁명과 유통 산업의 변화 / 740 제2절 4차 산업혁명 신융합기술의 개념 및 활용 ····························· 741 1. 빅데이터와 애널리틱스 / 741 2. 인공지능 / 741 3. RFID / 742 4. 사물인터넷 / 747 5. 로보틱스와 자동화 / 748 6. 블록체인과 핀테크 / 749 7. 클라우드 컴퓨팅 / 751 8. 가상현실과 메타버스 / 752 9. 스마트물류와 자율주행 / 753 실전감각 기르기 ····················································· 754 부록 최근기출문제 2023년 제1회 유통관리사 ················································· 764 2023년 제2회 유통관리사 ················································· 802 2023년 제3회 유통관리사 ················································ 844