한국IT서비스학회:학술대회논문집
- 한국IT서비스학회 2006년도 추계학술대회
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- Pages.240-247
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- 2006
청사진을 이용한 병원서비스 개선방안에 관한 연구
A Study on the Improvement of Hospital Service using Service Blueprint
초록
We assess service delivery system for outpatients of general hospital(A) using. service blueprint. Service blueprint for outpatients' service process currently being implemented in general hospital(A) is analysed to improve hospital services and define hospital service delivery system more accurately. In addition, comparative analysis of service blueprint before and after improvement was conducted to find that health care services is now more customer-oriented and hospital employees can link their duties with service delivery system. The analysis of service blueprint of outpatients' service process suggested in this study are useful for setting strategies for health care service. It also helps service process design and service digitalization of other general hospitals in the future.