以作業策略觀點探討遠距照護服務之商業模式創新：以臺灣某醫學中心遠距照護中心為例

Abstract

隨著醫療進步、低出生率以及延長的平均壽命，人口結構的快速更迭造成的高扶養比及人口老化現象，皆使得醫療產業更加重視長期照護以及個人健康管理，遠距照護之服務模式因此而生。當對於遠距照護的需求逐漸提高，如何全面性的評估及分析遠距照護所能夠帶來的效益就成為一個相當重要的議題。本研究將結合普遍應用於製造業之作業管理以及策略管理的概念，對遠距照護之服務模式進行分析，以期能夠給予照護服務提供者一個新的角度來創新服務之商業模式。 本研究將建構一個三層模型，並套用個案研究之方法，選定一營運中的遠距照護中心進行討論。第一層模型主要為探討目標遠距照護中心現階段的營運及資訊科技之策略是否有價值結構上的一致性，並指出該中心的價值結構可能發展之方向；第二層模型將參考第一層模型分析出之方向，再以作業策略的概念定義出該中心可能之作業發展重點；第三層模型則是綜合所有分析過程之結果，以商業模式創新的概念為該中心建立新的商業模式。 本研究之主要結果以及目的為以作業策略及商業模式創新之觀點，建立專為遠距照護服務之發展及演進設計的評估模型，以期能提供未來遠距照護服務的改善及優化方向之建議。

The increasing need for telehealth services raises concern on the analytical processes of telehealth in different perspectives, including the fields of operations and strategic management which are usually applied to manufacturing industries. Therefore, this study integrates the concept of strategic alignment and operations strategy generation to provide a new angle to innovate the business model of telehealth implementation. The case study method is chosen for this study, and a three-layered framework is incorporated to evaluate the telehealth center. The first model assesses the strategic alignment of value configurations to examine the consistency of strategic design of the target case; the second model takes the expected configuration developmental directions and constructs an operations strategy refined for telehealth to indicate operational areas of focus; the third model then consolidates the objectives generated from the previous models to further produce a new business model through model innovation techniques. The results of this study aim to provide a referential improvement route that is specially designed for telehealth services development from the operations strategy and business model innovation perspectives.