整合服務藍圖、價值溪流圖及失效模式與效應分析於服務流程之研究─以健康檢查流程為例

Integration of Service Blueprint, VSM and FMEA for Service Process ─Case Study in Health Examination Process

邱羿瑄(I-Hsuan Chiu)

指導教授 ： 江瑞清

中原大學/電機資訊學院/工業與系統工程研究所/碩士(2010年)

https://doi.org/10.6840/cycu201000504

摘要

本研究整合服務藍圖、價值溪流圖及失效模式與效應分析，建構一個新的工具圖「服務溪流價值風險分析圖」，促使服務流程更具效果與效率。服務溪流價值風險分析圖是一種具視覺化與系統性的流程分析工具圖，依流程改善邏輯制定出十四步驟，本研究逐一描述各步驟之執行方式，並以健康檢查之流程改善進行個案驗證，驗證結果健檢流程總時間約減少7分鐘，滿意度提升52%，證明此服務溪流價值風險分析圖之可行性與效益性。

關鍵字

價值溪流圖 ； 服務藍圖 ； 服務流程 ； 失效模式與效應分析

並列摘要

This research proposes an integration of service blueprint, value stream mapping and FMEA to enhance the effectiveness and efficiency of service improvement. The integration tool is named “Integration Service Stream Value Risk Analysis; IS2VRA” IS2VRA is a visualized and systematic tool, according process improvement logic IS2VRA have fourteen steps. This study describes step by step IS2VRA and case study in Health examination. After the application, health examination process total time has been reduced 7 minutes and customer satisfaction has been promoted 52%. It has successfully proved that IS2VRA is feasibility and effectiveness.

並列關鍵字

FMEA ； Service process ； Value stream mapping ； Service blueprint

參考文獻

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