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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 余峻瑜 | |
dc.contributor.author | Tzu-Chen Yang | en |
dc.contributor.author | 楊子震 | zh_TW |
dc.date.accessioned | 2021-05-20T21:30:20Z | - |
dc.date.available | 2010-08-20 | |
dc.date.available | 2021-05-20T21:30:20Z | - |
dc.date.copyright | 2010-08-20 | |
dc.date.issued | 2010 | |
dc.date.submitted | 2010-08-18 | |
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dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/10448 | - |
dc.description.abstract | 近年來,醫療服務產業處於競爭激烈的環境中,醫療服務機構面臨醫療成本高、醫療資源不足的問題,而如何衡量及提升組織績效等問題備受關注,醫療服務機構為求提升經營績效、永續經營,應導入更有效的管理方法,Christensen認為,醫療服務產業依其服務項目特性,可分為三種不同的營運模式:問題解決工作坊(Solution Shop)、加值流程事業(Valued-adding Process Business)以及促進網絡(Facilitated Networks),每個營運模式各自有其管理重點,在衡量組織績效時,各項績效指標的重要性也有所差異。
平衡計分卡(Balanced Scorecard, BSC )為近年來廣受實務界認同的績效評估方法,但部分學者提出平衡計分卡推動的效益不如預期,而平衡計分卡並未完整考量績效衡量指標間相互影響的因果關係,也忽略了推動政策時可能產生的時間遲滯效果。透過系統動力學(System Dynamics),可更精確釐清各績效指標間因果關係所產生的反饋效果,並考量時間遲滯的影響,使推動平衡計分卡的效益提升。 本研究將依據Christensen提出的三種創新醫療服務模式將醫療服務產業作分類,在平衡計分卡(Balanced Scorecard, BSC)的架構下分別建立績效指標,並運用系統動力學方法,釐清各績效指標間之因果回饋關係,並以台大醫院病患自控止痛服務小組為個案討論對象,實際進行動態模擬,找出影響績效之關鍵驅動因子,提供個案組織策略發展的建議。 | zh_TW |
dc.description.abstract | Healthcare service industry is facing the problems of high cost and insufficient resource. In this highly competitive industry, how to evaluate and raise performance becomes an important issue. In order to achieve better performance, Clayton M. Christensen mentioned that healthcare service providers should be separated into three business models, Solution Shop, Valued-adding Process Business and Facilitated Networks, which depends on what kind of the healthcare service they provide, and each model has its own management focus and performance evaluation indices.
Balance Scorecard (BSC) is a very common tool for performance evaluation nowadays. However, BSC does not consider the effect of time lag and does not consider the interactions between key performance indices completely either. On the other hand, System Dynamics has the ability to deal with these problems. By integrating BSC and System Dynamics, performance evaluation would be more accurate and appropriate. This study introduces the three business model Christensen mentioned, develops BSC for each model, and finds the interactions between the key performance indices, and develops the casual loop diagram in System Dynamics of each model. Based on the casual loop diagram in System Dynamics, this study uses System Dynamics software Vensim to build, test and verify model for National Taiwan University Hospital (NTUH) Patient Controlled Analgesia (PCA) program. Finally, based on the results of simulation, several policies for performance improvements are suggested for the NTUH PCA team. | en |
dc.description.provenance | Made available in DSpace on 2021-05-20T21:30:20Z (GMT). No. of bitstreams: 1 ntu-99-R96741002-1.pdf: 1315454 bytes, checksum: a8dbbfbba086598404d181034ee28df3 (MD5) Previous issue date: 2010 | en |
dc.description.tableofcontents | 中文摘要………………………………………………………………………………………………………………… ii
英文摘要…………………………………………………………………………………..…………………………… iii 第一章 緒論…………………………………………………………………………………………………………. 1 第一節 研究背景與動機……………………………………………………………………………….. 1 第二節 研究目的與方法……………………………………………………………………………….. 1 第三節 研究流程…………………………………………………………………………………………… 2 第二章 文獻探討…………………………………………………………………………………………………. 3 第一節 創新醫療服務模式……………………………………………………………………………. 3 第二節 服務品質評估……………………………………………………………………………………. 7 2.2.1 服務之定義......………………………………………………………………………...... 7 2.2.2 服務品質之定義與衡量.................................................................. 8 2.2.3 績效評估工具................................................................................ 11 2.2.4 平衡計分卡.................................................................................... 13 第三節 系統動力學…..…………………………………………………………………………………. 16 2.3.1 系統動力學之定義與內涵............................................................ 17 2.3.2 系統動力學之基礎與特性............................................................ 18 2.3.3 系統動力學元件與建模................................................................ 20 2.3.4 系統動力學與平衡計分卡............................................................ 23 第三章 動態模型建立............................................................................................ 25 第一節 問題解決工作坊.................................................................................. 25 3.1.1 平衡計分卡.................................................................................... 25 3.1.2 因果回饋環路說明........................................................................ 27 第二節 加值流程事業...................................................................................... 30 3.2.1 平衡計分卡.................................................................................... 30 3.2.2 因果回饋環路說明........................................................................ 32 第三節 促進網絡.............................................................................................. 33 3.3.1 平衡計分卡.................................................................................... 33 3.2.2 因果回饋環路說明........................................................................ 35 第四節 小結...................................................................................................... 36 第四章 個案討論…...……………………………………………………………………………………….... 37 第一節 患者自控止痛服務………………….………………………………………………………. 37 第二節 臺大醫院PCA小組服務流程………………………………………………………….. 38 第三節 建立平衡計分卡……………………………………………………………………………... 40 第四節 動態模型建立...................................................................................... 45 第五節 動態模擬.............................................................................................. 47 第六節 敏感度分析.......................................................................................... 59 第七節 個案討論總結與建議.......................................................................... 68 第五章 結論............................................................................................................ 71 第一節 結論...................................................................................................... 71 第二節 研究限制與未來研究方向.................................................................. 73 附錄 模型方程式及參數設定................................................................................ 75 參考文獻.................................................................................................................... 79 | |
dc.language.iso | zh-TW | |
dc.title | 以系統動力學探討創新醫療模式之績效
-以台大醫院病患自控止痛服務小組為例 | zh_TW |
dc.title | Using System Dynamics Approach to Evaluate Performance for Healthcare Service Innovation
-A Case Study for NTUH PCA Program | en |
dc.type | Thesis | |
dc.date.schoolyear | 98-2 | |
dc.description.degree | 碩士 | |
dc.contributor.coadvisor | 郭瑞祥,蔣明晃 | |
dc.contributor.oralexamcommittee | 洪冠予,吳政鴻 | |
dc.subject.keyword | 醫療服務創新,平衡計分卡,系統動力學, | zh_TW |
dc.subject.keyword | Healthcare Service Innovation,Balanced Scorecard,System Dynamics, | en |
dc.relation.page | 82 | |
dc.rights.note | 同意授權(全球公開) | |
dc.date.accepted | 2010-08-18 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 商學研究所 | zh_TW |
顯示於系所單位: | 商學研究所 |
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