客户相关性原则对体检中心核心竞争力的价值探讨.docVIP

客户相关性原则对体检中心核心竞争力的价值探讨作者：杨树平1，许小萍2????作者单位：(1.深圳市第五人民医院，广东深圳 518002;2.深圳市罗湖区慢性病防治院，广东深圳 518023) 【关键词】 客户相关性; 体检中心; 核心竞争力 推荐阅读： 健康体检连锁化及信息化经营管理 更多 如何控制及改进健康体检质量 更多 Investigation on effect of rational for clients relationship in core competition of physical examination center Shuping Yanga,Xiaoping Xub Abstract　Objective To investigate the effect of rational for clients relationship in the core competition of physical examination center.Methods By analyzing and summing up the guiding of application of rational for clients relationship in the fields of physical examination center to investigate the effect of rational for clients relationship in the core competition of physical examination center. These fields are as follows: the management of quality of operation, the management of quality of technique, the management of quality of service, the management of relationship between vending and clients. Results The guidance of rational for clients relationship can radically improve the management of physical examination center, the contents of technique, the mode of service and the strategy of vending, realize the management of physical examination and innovation of technique, vending and active service, sensitivity of clients requirement and increase the speed of clients service.Conclusion The rational for clients relationship has great effect on core competition of physical examination center. Key words clients relationship; physical examination center; core competition The Fifth Public Hospital of Shenzhen, Shenzhen 518002,China bShenzhen Luohu Chronic disease hospital,Shenzhen 518023,China Correspondence to:Shuping Yang,Email:lhyytikysp@21 核心竞争力是以核心价值观为主导的经过整合的知识和技能等积累性学识，具有动态的难于模仿性与不可替代性，是组织生存和发展的关键要素。在医院核心竞争力研究中，国内学者将其定义为：“能够使医院在某一或某些领域实现持续竞争能力的一系列互补的技能与知识的组合，是面对激烈的医疗市场竞争，通过优秀文化与医务实践融合而形成的本院独特的能力”[1]。医院体检中心的发展，为医院核心竞争力的研究提出新的课题。体检中心核心竞争力是医院核心竞争力的组成部分;是体检中心战略管理内容之一[2]。医院体检中心具有其运营管理等方面特征[3，4]，因此体检中心的核心竞争力值得探讨。本文探讨客户相关性原则对体检中心核心竞争力的价值。战略管理的“3C分析”理论[5]指客户相关性(customen