| 基于客户满意度的医院门诊业务流程优化研究 |
| |
| 引用本文： | 贾璐,段钢,陈晓斌.基于客户满意度的医院门诊业务流程优化研究[J].价值工程,2008,27(4):105-108. |
| |
| 作者姓名： | 贾璐 段钢 陈晓斌 |
| |
| 作者单位： | 电子科技大学管理学院,成都,610054;电子科技大学管理学院,成都,610054;电子科技大学管理学院,成都,610054 |
| |
| 摘 要： | 运用A医院门诊业务流程的客户满意度指标体系,针对A医院进行评测,并运用四象限法对结果进行分析,提取门诊业务流程存在的关键问题,最后遵循"重视顾客需求和市场发展趋势,兼顾顾客满意与成本"的原则,提出了A医院门诊业务流程的改进方案。
|
| 关 键 词： | 门诊 业务流程优化 客户满意度 A医院 |
| 文章编号： | 1006-4311(2008)04-0105-04 |
The Research of Hospital Outpatient Service Flow Optimization Based on the Customer Satisfaction |
| |
| Jia Lu,Duan Gang,Chen Xiaobin.The Research of Hospital Outpatient Service Flow Optimization Based on the Customer Satisfaction[J].Value Engineering,2008,27(4):105-108. |
| |
| Authors: | Jia Lu Duan Gang Chen Xiaobin |
| |
| Abstract: | This paper uses the customer satisfaction index system of A hospital outpatient service flow to test and value the customer satisfaction of A hospital. The author analyzes the outcome by using the method of four-quadrant and extracts the key matters existing in the outpatient service flow. Then the author makes the amented plans for the A hospital outpatient service flow. |
| |
| Keywords: | outpatient service flow optimization customer satisfaction A hospital |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
|
