题名

應用TRIZ改善醫療服務品質之研究－以苗栗某私立醫院為例

并列篇名

Use TRIZ to Improve Medical Service Quality: A Study of Private Hospital

DOI

10.7074/YDAJB.201112.0137

作者

陳正雄(Jeng-Syong Chen)；陳佳珮(Chia-Pei Chen)

关键词

TRIZ ； 醫療服務品質 ； 矛盾矩陣 ； TRIZ ； Service Quality ； Contradiction matrix

期刊名称

育達科大學報

卷期/出版年月

29期（2011 / 12 / 01）

页次

137 - 162

内容语文

繁體中文
中文摘要

醫療服務品質攸關病人的健康與滿意度，如何提升醫療服務品質，降低病人就診抱怨，是很重要的問題。為了改善醫療服務品質，在傳統的問題解決方法中，常常會面臨矛盾的現象，TRIZ以創新思維，透過建立矛盾矩陣，透過系統性的程序解決特定問題，已成功的運用於工程、管理等領域。TRIZ運用於改善醫療服務品質的研究很少，本研究希望運用TRIZ的方法，發展出改善醫療服務品質的程序，並以個案分析，印證TRIZ的可行性。結果顯示，TRIZ的確可以針對個案的特定問題，經由發展出一般化的解決程序，進而解決個案的特定問題，進而提供實務界一個解決問題的新方法。
英文摘要

The service quality of healthcare is highly related to the health and satisfaction of the patient, hence, how to enhance the service quality of healthcare and how to reduce patient's complaint is always very important topic. To improve the service quality of healthcare, contradictory phenomenon is usually encountered in traditional problem solving process, hence, TRIZ has been successfully applied in the engineering and management fields through innovative thinking, through the setup of contradiction matrix and through systematic solving of specific problem.However, there are very few studies in applying TRIZ in the improvement of the service quality of healthcare, in this study, through the use of TRIZ, solution for the improvement of the service quality of healthcare has been developed for individual case. The result shows that TRIZ can indeed solve the special problem of the individual case through the development of generalized solving procedure by aiming at the special problem of the individual case, hence, it can provide a very important reference for solving problems for people providing healthcare service.
主题分类 人文學 > 人文學綜合
基礎與應用科學 > 數學
基礎與應用科學 > 資訊科學
基礎與應用科學 > 永續發展研究
工程學 > 市政與環境工程
社會科學 > 社會科學綜合
社會科學 > 教育學
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