醫療服務業之全面品質管理導入研究－以A健檢中心為例

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洪玲玉(Ling-YU Hung) 查詢紙本館藏

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工業管理研究所在職專班

論文名稱

醫療服務業之全面品質管理導入研究－以A健檢中心為例

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摘要(中)

隨著經濟的發展，目前產業結構已由過去之製造業為主體的工業經濟逐漸趨向於以服務業為導向的第三級產業。根據經建會最新的推估，未來20年台灣65歲以上人口數占總人口比率將呈現倍增現象，人口快速老化已是必然的趨勢，此舉勢將加速預防醫學的興起與發展潛力。此外，外貿協會主辦的「2007年台灣國際銀髮族健康照護產業展」，當時行政院曾估計，台灣銀髮族商機大約有3千億元，其中有1/10來自健診市場，而現在國內共有4百多家大小健檢中心，搶食3百億元的龐大商機。
近兩年興起的M型社會已成為全球化現象，台灣在人口老化、少子女化、中產階級流向中下階層，以及所得分配不均等問題下，似乎也面臨社會M型化的威脅；舉凡消費、生產，以及生活等方面可能都難免發生較大的結構性變化。面臨此強大的競爭壓力下，A健檢中心試圖以導入全面品質管理，提昇公司整體品質，增強員工服務意識，期望在此經濟環境下位於M型頂端，避免流於低價競爭之紅海中。
本研究，即在於透過對A健檢中心之個案研究，分析醫療服務業導入全面品質管理的過程及建立起的管理機制，以期能建構出醫療服務業建構全面品質管理之全貌，進而提供業界實施全面品質管理參考之用，使其導入TQM更為順利，有效達到提升競爭優勢的目標。

摘要(英)

With the development of economy, the main industrial structure has already been trended towards the service industry recently. According to the estimation of Council for Economic Planning and Development, the population over 65 years old will be doubling in 20 years.It has already been an inevitable trend that population ages rapidly,and this will definitely accelerate the rise and development of preventive medicine.
The executive yoan had estimated that the business senior citizen of Taiwan is about 300 billion dollors in 2007, in which 1/10 comes from preventive medicine market, and there are more than 400 preventive medicine institute for the huge business opportunity of 30 billion dollors.
Under this strong competition pressure, preventive medicine institute A decide to promote the Total Quality Managerment (TQM) to raise the quality of whole company, strengthen staff’’s service consciousness.They expect to stay in the top of M-Shaped Society their company and avoid the low price competition, and lie. We expect to construct the model of implement TQM in the medical service industry by the case study of preventive medicine institute A’s TQM implementation, to analyze the process and the manager system of TQM. The results of this research can be provide a reference for medical service industry to adopt TQM, so that corporations can successfully initiate the project of TQM and effectively achieve the goal to increase their competitive strengths.

關鍵字(中)

★ 醫療服務業
★ 全面品質管理
★ 健檢中心

關鍵字(英)

★ Preventive Medicine Institute
★ Medicial Service Industry
★ Total Quality Management

論文目次

第一章緒論......................................1
1.1研究背景與動機................................1
1.2研究目的......................................2
1.3研究範圍與研究個案............................2
1.4研究方法與流程................................3
第二章文獻探討...................................6
2.1產品品質與服務品質............................6
2.1.1品質的定義..................................6
2.1.2服務品質的定義與衡量構面....................8
2.2全面品質管理..................................10
2.2.1全面品質管理的源起..........................10
2.2.2全面品質管理涵意與構面 ......................12
2.2.3服務業有效推動TQM的關鍵因素.................16
2.3.4全面品質管理對服務品質能力影響關係..........17
2.3醫療服務業全面品質管理之演進與實施概況........18
2.3.1醫療服務業全面品質管理之演進................18
2.3.2醫療品質....................................20
2.3.3醫療品質保證(QA)............................21
2.3.4醫療服務業全面品質管理之基本模式............22
第三章個案公司介紹..............................26
3.1個案公司簡介..................................26
3.2個案公司之經營理念與遠景 ......................26
3.3個案公司之業務範圍............................27
3.5個案公司2003年至2007年之營運績效表現..........28
3.6個案公司面臨之品質問題........................30
第四章個案公司全面品質管理導入實例探討..........31
4.1個案公司全面品質管理活動導入規劃及時程........31
4.2成立推動小組..................................32
4.3顧客期望調查..................................33
4.4個案公司導入TQM推行活動.......................35
4.4.1作業標準化..................................35
4.4.2 品管圈改善活動.............................42
4.4.3員工改善提案制度............................46
4.5個案公司實施TQM的成功關鍵因素.................51
4.6個案公司導入TQM成效...........................52
第五章結論與建議................................53
5.1 研究結論.....................................53
5.2後續研究建議..................................54
5.3研究貢獻與限制................................54
中文參考文獻.....................................55
英文參考文獻.....................................56
附錄1：神秘顧客調查問卷..........................60
附錄2：焦點顧客訪談問卷..........................63
附錄3：員工抽樣調查問卷..........................74

參考文獻

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指導教授

何應欽

審核日期

2009-6-29

推文