高效率与人性化兼顾的医院管理.PPT

高效能與人性化兼顧的醫務管理High Performance and Humanity Management for Medical Care Chung - Sheng Lai 賴春生 M.D., E.M.B.A., Ph.D 高雄醫學大學 高雄醫學大學附設醫院 E - Mail：chshla@kmu.edu.twPhone：07-3121101轉76802007.11.19 高效能與人性化的對立 效率（efficiency）：通常被定義為對每一單位的投入所獲得最大量的產出，一般而言其詳細的定義與詮釋如下：「效率乃是一個系統之輸出（output）與輸入（input）的比值；數值愈大，即表示這個系統愈有效率。」 高效能：　　　　　　　低成本、高品質、高顧客滿意度、高員工士氣、高利潤 人性化：　　　　　　　　　　　　　　以人為本、以客為尊、善待員工、同理心、關懷、良善溝通、同甘共苦 醫院經營目標…高效能 醫療服務本質…人性化 高效能與人性化的交集空間 生產線管理 ( POM)  Production and Operation Management Production = service，生產=服務 Technical approach：operational problems in a clinical fashion, quantitative , qualitative Humanistic approach：worker’s perspective, employee motivation, job satisfaction Frederick Taylor Father of “scientific” approach for production management (Theory X) Late 1800 ~ early 1900, steel worker Job→ smaller tasks→ find the most efficient way (Job fractionalization) Stopwatch→ time and motion studies→ find the “one right way” of doing things Workers→ soldiers Elton Mayo Father of the “ human relations movement” of production management (Theory Y) 1927, Hawthorne Works of the Western Electric Company, emotional state vs. productivity. Intensity of light→ productivity Regardless of changes in lighting, worker productivity increased. (Hawthorne Effect) During the experiment works were being treated better by their supervisors. Theory X, Theory Y, and Theory Z 1960, Douglas McGregor renamed Taylor’s scientific approach X theory, and Mayo’s behavioral approach Y theory. X theory：科學管理方法　　　　　　　　　　　　　　　　　　性本惡，lazy workers, rewards and punishment Y theory：人際關係管理方法　　　　　　　　　　　　　　　　　　性本善，self-motivated workers, consultation and responsibility Z theory：科學與人際關係管理方法　　　　　　　　　　　　　　　　　1980, William Ouchi, X+Y, Japanese management, workers+ management→ quality cycle, workers as partners of the business 醫務運行之問題解決架構Problem Solving Framework for Operations issues Service- providing process： 1. 服務能量(Capacity)： How much service can I provide? 2.