| Summary: | 碩士 === 國立臺灣大學 === 商學組 === 95 === Most of the home care related papers focus on clinical、government policy、technical support and psychological study and ignore home delivery plays an important role in the home care system. This thesis takes peritoneal dialysis as sample; try to find key successful factors of patient’s home delivery satisfaction. In addition, we raise proper solution to maintain high patient satisfaction under budget and cost constraint.
Taiwan home delivery market grows rapidly due to e-commerce and TV shopping rise. But we find there are very seldom companies proficient in deliver healthcare products, not to mention complex delivery process of peritoneal dialysis solution. Therefore, the kidney solution supplier is difficult to sustain stable and high delivery service quality.
We collect the opinion of front line staff, including customer service representatives and drivers. Besides, we did a patient questionnaire survey、customer complaints analysis and identify home delivery quality KPI. Take this multi-dimensional input to clarify three key successful factors to satisfaction of peritoneal dialysis patient: deliver right and clean products、professional and courteous drivers、precise and reasonable arrival time.
Moreover, we go deep in analyzing the different requirement of different area and different scale of hospital to support us in setting the priority of implementing solution. Finally, we issue short term and long term solution according to three KSF and evaluate the result after we have executed the short term solution. Of course, we have set priority of implementing solution in different area due to constraint of resourses and cost.
In order to sustain high delivery service quality, implement long term solution is the key step. This thesis find information technology support plays a very important role, this is the only way to let kidney solution supplier to face the challenge of rapid market grow.
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