運用知識管理技術協助供應鏈績效與品質改善-以某醫療機構為例

Applying Knowledge Management Technology to Enhance and Improvement on the Supply Chain Performance and Quality -The case of a medical institution

胡雅瑩(Hu, Ya -Ying)

指導教授 ： 戴文禮

台南應用科技大學/管理學院/商學與管理研究所/碩士(2011年)

摘要

醫療照護要透過不斷的作業改善，來控制醫療成本並逹到優質的醫療品質服務水準。醫衛材或藥品，在使用上都與病人生命息息相關，任何缺貨或不良品都可能引起醫療糾紛，所以要整合運用供應鏈管理工具提高醫療藥物服務績效。由於民眾知識水平的提昇及社會醫療服務的文化認知，醫院管理不能只專注於經營績效，更要以病人為中心，並在最短時間內提供有效執行的相關資訊，使病患能夠得到適當處置。本研究探討運用知識管理技術來協助提昇醫藥的供應鏈績效，以提高作業效率降低醫院營運成本，有效率的管理與整合醫藥材。
知識管理可應用在醫療評鑑的資料收集及傳承，方便醫療評鑑時資料準備，並讓知識管理在各單位發揮出應有的效益。評鑑的主要目的是以醫療品質及病人安全的思維為主，希望能保持一定的醫療品質水準並改善作業，控制醫療成本。
本研究提供個案醫院導入知識管理系統的策略規劃和實際分析績效成果表現，並分析醫療品質提升之實際估算值。依據實證結果所萃取出之關鍵績效指標，以平衡計分卡為基礎，建構以轉化其管理策略為實際行動，落實策略之執行的績效管理制度，並驗證醫院導入知識管理系統能有效的節省成本。本研究實際估算，某醫院將所有的醫藥材及統計數量並依料位卡設定排列次序，作業改善後，人工作業成本節省並確保用藥安全，藥庫擺放藥品的整潔度相對提升藥庫內部控制自動撥補並能有效的管理。

關鍵字

知識管理技術 ； 績效評估 ； 品質指標 ； 供應鏈管理

並列摘要

The medical health care is required to control medical costs and achieve a high quality medical service. Using medical supplies or drugs closely relates to the life and health of patients. Any service shortages or defective products can result in medical malpractice claims. Therefore, the integrated and applied the supply chain is essential to enhancing the performance medical services.
Due to an increase people knowledge and cultural awareness of social and medical services, hospital management not only focused on operational performance but also takes care of patients and hospitals must effectively implement relevant information in the shortest time and to provide appropriate treatment all patients. This study investigated using knowledge management technology to improve the pharmaceutical supply chain performance, in order to enhance operational efficiency, reduce hospital operational costs, and effectively manage and integrate pharmaceutical supplies.
Knowledge management can be applied to the data collection and transmission medical evaluation, increasing convenience and demonstrating the benefits of knowledge management in various medical units. This evaluation is focus on the quality medical care and patient safety, aims to maintain a high quality of medical service and improve operations to reduce medical costs.
This study provide a hospital as case with regard to the strategy and planning of implementing a knowledge management system, and subsequently analyzed the performance results and estimated the enhancement value to medical service quality. According to key performance indicators extracted from empirical results and based on the balanced score card, this study built a performance management system for transforming managerial strategies into practical actions and for implementing these strategies. Researchers also verified that hospitals can effectively reduce costs by implementing a knowledge management system. This study estimated that compiling statistics on all pharmaceutical supply amounts and arranging them sequentially contributed to reducing manual operation costs, ensuring drug usage safety, and improving the neatness and orderliness of the pharmaceuticals storeroom(s). Automatic appropriation of internal controls also assisted in effectively managing operations.

並列關鍵字

Knowledge Management ； Performance Appraisal ； Quality indicators

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