探討醫療業建構學習型組織中階主管管理職能關鍵因素之研究

面對全球化、數位化的不確定、複雜與模糊時代來臨，過往即便擁有嚴格的營運計畫、緊密的追蹤機制等各項優勢，仍將不敵外界快速的躍進變化與競爭，台灣醫療產業運營在健保制度有限的資源下亦面臨更多嚴峻的考驗，企業要永續經營，必須先掌握組織內、外部的知識成為競爭優勢，其中中階管理人才為企業中流砥柱，是企業的實踐家，主宰企業成敗重要關鍵。本研究首先運用德爾菲法(Delphi Method)建構出醫療業中階主管管理職能關鍵因素之架構，並應用以決策實驗室法(DEMATEL)之網路分析程序法(ANP)確定其關鍵因素，依據關鍵因素繪製出網絡圖，瞭解影響中階主管管理職能關聯性及重要程度。經由關鍵準則因果圖顯示，「追求卓越」、「問題解決」、「正面思考」、「變革管理」、「策略規劃」、「團隊領導」與「創新能力」為本醫療機構中階主管管理職能關鍵因素，透過重要性–績效分析法(Importance Performance Analysis；IPA)結果顯示，以「追求卓越」、「變革管理」、「策略規劃」與「團隊領導」是現階段極需改善的指標，可考慮由「追求卓越」為改善出發點，其管理意涵計有「建立國內、外標竿學習制度」、「跨業、跨域、跨界產學研合作」、「透過共識營建立共同願景」、「建置知識管理平台主管學習專區」，強化主管職能，提升運營管理績效，邁向卓越之路。

關鍵字

管理職能；中階主管；德爾菲法；以決策實驗室法為基礎之網路程序分析法

並列摘要

Faced with the advent of globalization and digital uncertainty, complexity and ambiguity, even with various advantages such as strict operational plans and close tracking mechanisms in the past, it will still lose to the rapid changes and competition of the outside world. Taiwan Medical Industrial operations are also facing more severe tests under the limited resources of the health insurance system. For companies to operate sustainably, they must first master the internal and external knowledge of the organization to become a competitive advantage. Among them, mid-level management talents are the mainstay of the company and the company's practitioners. , An important key to the success or failure of an enterprise. This research first uses the Delphi Method to construct the structure of the key factors of the management function of the middle-level supervisor in the medical industry, and applies the decision-making laboratory method (DEMATEL) network analysis process method (ANP) to determine the key factors. Draw a network diagram of the key factors to understand the relevance and importance of the management functions that affect the middle-level supervisor. The causality diagram shows that "pursuing excellence", "problem solving", "positive thinking", "change management", "strategic planning", "team leadership" and "innovation ability" are the management functions of the middle-level supervisors in medical institutions. The key factors, through the results of Importance Performance Analysis (IPA; Importance Performance Analysis), show that "pursuing excellence", "change management", "strategic planning" and "team leadership" are indicators that need to be improved at this stage. Considering "pursuing excellence" as the starting point for improvement, and its management implications include "establishing domestic and foreign benchmarking learning systems", "cross-industry, cross-domain, and cross-industry cooperation", "building a common vision through consensus camps" , "Building a knowledge management platform supervisor learning zone" to strengthen supervisor functions, and move towards excellence.