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论文编号：	2696
作者编号：	2120082250
上传时间：	2010/11/23 15:55:33
中文题目：	基于界面与流程的医院服务创新研究
英文题目：	Research on The Creation of the Hospital Service on the Basis of Interface and Procedure
指导老师：	白长虹
中文关键字：	服务界面 服务流程 医院管理 服务创新 顾客满意
英文关键字：	service interface service procedure hospital management service innovation customers’ satisfactory
中文摘要：	现阶段，全球化进程的加快，技术趋同日益突出，技术壁垒将越来越小，竞争也将从传统的技术、设备等领域转移到服务领域。提高综合服务水平已成为形成产品差异、凝聚竞争优势的必然手段。随着医疗技术的发展，社会主义市场经济的不断进步，医疗市场逐步开放，医院正面临着日趋激烈的市场竞争，如何做到“以顾客为中心”，切实提高管理水平，提高顾客综合满意度，进而增强核心竞争力，是每一位医院管理者必须直面的现实问题。 首先，本文对有关服务界面、服务流程、顾客满意等方面理论及其相互关系进行回顾。通过理论回顾得出，整合服务界面、优化服务流程，可更好地满足顾客的需求，实现顾客价值最大化，进而达到顾客满意、员工满意、效率提高、效益提升的目的。 其次，本文以服务属性突出的医院为研究对象，结合问卷调查、访谈和实地调研，对医院现行主要服务流程进行分解分析，运用界面管理和流程优化等有关理论，以T医院为实践案例，提升医院运营能力，为提供的医疗服务增值，这也是医院获得持久竞争力的有效途径之一。 本文共分五个部分，以医院服务流程为主线，以界面为分析载体，结合满意度调查，将界面管理思想引入医院服务管理实践，并对医院服务体系内部的工作交互和顾客的服务体验进行一体化管理，并提出建立顾客服务中心的服务创新构想，进而有助于提升医院的整体服务效率和顾客的服务体验质量。结尾处对本研究的不足之处和未来展望进行了阐释。
英文摘要：	Nowadays, with the rapid development of internationalized process, Convergence of technology is increasingly conspicuous，technical barrier is smaller and smaller, competition will transfer from traditional area such as technology ,instruments to the area of services. The improvement of comprehensive services plays a key role in making difference in production and maintaining competitive advantages. With the development of medical treatment techniques, the improvement of marketing economy and the opening of the medical market, hospital will face fiercer market competitions. How to improve management level and satisfaction rate of the patients, and then enhance core-competitiveness are practical challenges which every manager of hospitals will meet. Firstly，the paper reviews the theories on service interface, service procedures, satisfaction rate of customers and the relationship among them. By the review, we can draw a conclusion that integration of the service interface, optimization of the service procedures, better meet the needs of the customers, maximization of customers’ value can make customers and staff satisfied, improve the efficiency and benefit. Secondly, the paper investigated the hospital which has outstanding character of service. By anglicizing and interpreting to the procedures of the hospital service by questionnaire, interview and spot research, using the theories on interface management and optimization of the procedures, and using hospital T as a practical example, the paper explains how to improve the operation quality of hospital, and appreciate the hospital service. That is the effective way for a hospital to keep the permanence competitive ability. There are five chapters in the paper, service procedures of the hospital are the main line, and interface is the analysis carrier. With the satisfaction rate investigation, the paper introduces the interface management theory into practice of service management of hospital, and integrative management to interactive work in hospital service system. The paper raise a new conception, that is building customers service center to improve the overall service efficiency of the hospital and the quality of the customers experience. The drawbacks of the research were explained at the end of the paper, and at the end also prospect to the future.
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