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    標題: 全面品質管理文化對醫院營運績效關係之研究
    The relationship between TQM culture and operation performance - An empirical study on a regional hospital in Taichung
    作者: 陳璵晴
    貢獻者: 醫務管理系
    吳世望
    關鍵字: 全面品質績效
    全面品質之知覺
    全面品管文化
    全面品質管理
    Implementation Performance of TQM
    Perception of TQM
    Culture of TQM
    Total Quality Management (TQM)
    日期: 2014
    上傳時間: 2015-10-21 17:05:54 (UTC+8)
    摘要: 在全民健保之後,醫院之競爭越來越激烈,使得醫療機構的經營者對醫院之經營深感困難。除了外部醫療環境的改變外,任何一家醫療機構的組織內部常存在著溝通不良、效率不佳及浪費等問題,因此部份醫療機構院長選擇運用「全面品質管理」作為提昇競爭力的工具,但是,TQM並非可在短時間內看到成效,所以,有些管理著在缺乏策略規劃及不見立即利益下,逐漸由支持轉為消極意念,最後導致許多推行的障礙,此現象時和員工持觀望的態度及高階主管的決心有莫大的關係。而醫療服務不同於一般性的消費商品,具有高度的專業性。醫院與顧客對服務品質水準等認知上的差距,都是造成今日醫療糾紛不斷的原因所在。一項管理活動的成功,來自許多因素的配合,因此在員工自身認知與知覺到領導著的態度、決心、餐與程度以及運用的方法.等等,都有近一步研究的必要,本研究試著歸納一套適用於管理階層的推動模式及實行TQM所應有的認知準備,提供醫院推行或改善全面品質管理活動執行之相關因素做為規劃參考。本研究獲得以下的結論:1.醫療部門因第一線面對顧客,其感受來自顧客之直接壓力也最明顯,從研究結果中其對顧客管理之感受較高可見一般。而護理與臨床輔助部門感受較低,則需要透過院方之持續教育訓練,傳遞顧客期望與院方立場,如此較能達成服務品質之一致性。2.單位規模雖然在臨床部門受到醫療機構設置標準之限制,但規模過大或過小造成其員工感受顧客資訊傳遞與交流較差也是事實。院方應從促進資訊流通與豐富化著手,例如舉辦全院性或單位內教育訓練,以能進行跨部門之瞭解,對於全院性作業也更能感受與配合。3.從全面品管文化知覺顯著正向影響全面品管活動知覺,接著顯著正向影響其知覺之品管活動績效看來,院方應該透過教育訓練與多元評估及激勵措施,警惕並鼓勵院內同仁,無論其單位屬性及業務內容為何,都應隨時注意並主動配合院方之品管目標與規劃。透過全員參與,院內之品管作業才能全面並萬無一失,如此除能提升病患服務品質與服務口碑之外,亦能降低院方因為品質不佳而付出之行政成本。
    The administrators perceived the turbulent environment and difficult to operate after the implementation of NHI (National Health Insurance). The president of hospital usually adopted TQM to improve the competence because that there is always many miscommunication, low efficient and waste besides the changing of environment. But there are many barriers when they implement the TQM to their organizations. Health care services is very different from general goods, the providers should be qualified and have professional skill. The gaps of service quality concept between providers and customers will influence the satisfaction of customers. We try to deeply explore the causes that can affect the performance of TQM implementation, and expect to suggest how to modify the way to adjust and plan. We propose three conclusions as follows. The first is that staffs working in medical department face the pressure from their customers directly, so they were more sensitive on customer management than nursing and paramedical departments. We suggest that administrators could reach the unity of service quality via continuously training to communicate the customers’ expectation and attitude of their organization. The second is that although the department size is constrained by law, but it still causes worse communication of customers’ information when the size is too big or too small. The administrators should improve the delivery and rich of information by training course, and it also can increase the realization within different departments. The third is that the result showed us the culture of TQM can significantly positive influence the perception of TQM activities implementation, and the perception of TQM activities implementation can significantly positive affect the TQM performance. Based on the results, the administrators should remind their staffs to pay attention and try their best to reach organizational goal via training and motivation. Thus we not only can improve service quality and public praise, but also can reduce the administrative cost.
    關聯: 網際網路公開:2019-09-12,學年度:103,97頁
    顯示於類別:[醫務管理系(所)] 博碩士論文

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