Customer-Demand Approach of rganization Diagnosis: A Case Study on a Palliative Care Team

• Main Authors: Chen-mei en, 陳美恩
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/31006712407042288849

碩士 === 國立雲林科技大學 === 企業管理系碩士班 === 93 === This research presents diagnosis on the performance of a palliative care team. Medical service management is moving toward a new perspective of the customer-centered orientation. The new management orientation emphasizes the demand of medical customers, and the medical center is to satisfy the various demands of customers, for instance, building a good palliative care team and resource allocation to serve the palliative patients and their families. One of the most important goals of medical treatment is to continuously improve its quality and to enhance the public reputation of the medical treatment. For medical centers, this means providing more accurate and better quality of medical treatment. For medical customers, this means fulfilling each individual’s demands. This study, based on a qualitative research design, collected data pertaining to medical customer’s demand and satisfaction, as well as in-depth interviews of the members of the palliative care team, and attempted to provide diagnostic suggestions regarding the development of the palliative care team. The organization diagnosis model adopted in this research is Cumming and Worley’s (2001) model. This model incorporates individual, team, and organizational levels of performance into the performance diagnosis.