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醫院策略型態與績效評估指標之相關性探討-以平衡計分卡觀點分析

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醫院策略型態與績效評估指標之相關性探討-以平衡計分

卡觀點分析

陳韻靜;郭乃文;黃國哲

Abstract

本研究的目的為瞭解醫院所採取之策略型態(防禦者策略、前瞻者策略、分析者策略及反應者策 略)之現況,及其對績效評估指標的看法(指標的重要性及資料取得方便性)。以結構性問卷針 對台灣地區126 家地區教學級以上醫院的院長、(行政)副院長及企劃室或管理中心主管進行調 查;回收之有效問卷共70 份(回收率為 55.6%)。研究結果顯示採用分析者策略的醫院佔最多 數(51.4%),其次是採取前瞻者策略的醫院(佔 18.6%),再其次為採取防禦者策略的醫院(佔 15.7%),而採取反應者策略的醫院佔最少(佔 14.3%)。另一方面,醫院採取的策略型態不同 會影響其對顧客、內部流程及學習與成長構面等指標資料取得方便性之看法。相較於採取其他三 項策略型態的醫院而言,採取防禦者策略的醫院認為上述三項構面之指標資料取得上較不方便。 建議醫院管理者在設計績效評估指標時,必須與本身策略互相聯結,才能更有效地管控醫院營運 狀況,且應更注重顧客及學習與成長構面指標的衡量。

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