服務機能展開法於長照機構專業照護管理系統之服務產品模型設計

Use of Service Function Deployment in Service Design of Professional Care Management System for Long-Term Care Institutions

蕭文伶(Shiao, W.-L.) ； 陳聰堅(Chen, T.-C.) ； 段伴虬(Tuan, P.-C.)

《福祉科技與服務管理學刊》 5卷4期 (2017/12) Pp. 363-372

https://doi.org/10.6283/JOCSG.201712_5(4).363

摘要

台灣將於2018年邁入高齡社會，家庭照顧人力不足，長期照護需求急遽上升，規模也日漸擴展與複雜化，資源管理需求越來越重要，機構專業人員的照護服務必須藉由資訊整合，才能滿足長期照護機構的照護需求。因此，開發出符合長照機構照護人員需求的專業照護管理系統之服務產品模型更顯重要。本研究以服務體驗工程方法在服務價值鏈研究階段之服務塑模，針對國內某科技公司研發之長照機構專業照護管理系統進行服務體驗脈絡洞察，發掘顧客隱藏需求，列出27項服務需求，並由研究團隊進行服務機能腦力激盪，列出33項服務機能，運用服務機能展開法透過10位專家進行服務機能展開矩陣檢核評分，依據完成之服務機能展開表進行分析討論，撰寫服務產品模型文件，完成長照機構專業照護管理系統服務產品塑模，可供後續服務實作及相關軟硬體系統開發改良依據。

關鍵字

服務機能展開法 ； 長照機構專業照護管理系統 ； 服務產品模型設計

並列摘要

Taiwan will become an aging society in 2018, with the change of family structure caused by the lack of offspring and aging, the shortage of family care, and the rapid rise of long-term care. The care from institutional professionals must be integrated by information to meet the long-term care needs of care institutions. Therefore, it is important to develop a service product model that meets the needs of the long-term caregiver's professional care management system. In this paper, the service experience engineering method in the InnoNet stage of the service model, for a domestic technology company developed professional care management system service experience insight, to explore customer hidden needs, lists 27 service needs, and by the research team brainstorming, lists 33 service functions, to carry out the service function deployment through 10 experts to start the matrix check score, based on the completion of the service function deployment table to discuss, write service product model file, complete professional care management system service product model, available follow-up service implementation and related hardware and software system development and improvement basis.

並列關鍵字

service function deployment ； professional care management system ； service product model design