| Summary: | 碩士 === 國立虎尾科技大學 === 資訊管理研究所 === 98 === Although Data Envelopment Analysis (DEA) and Balanced Scorecard (BSC) are often used to evaluate and raise operation performances, it cannot reveal the key factors of business and avoid subjective goal. Hence it easy causes the misjudgment of decision-making. Thus, some scholars encouraged combining two methods, but out of focus problems and incorrect improvement steps result in the hospital difficultly apply the research outcome.
Therefore, this paper has offered “Performance Improvement Model of Hospital Operations”, and following DMAIC process. It attempts to combine DEA and BSC approach, displaying systemization process and promoting the hospital performance and the decision-making ability. This paper process included: (1) through literature review, showing the problems of simultaneously using DEA and BSC; (2) utilizing management process of DMAIC to build the improvement model; (3) depending on steps using some qualitative and quantitative analysis methods to display the scientific evidences; (4) through the case study to show the operation process of the improvement model, and (5) using the improved performance to verify the feasibility and benefit of the model.
The results show that this improvement model not only helps manager to make correct decision and to promote the operation performance of hospital, but also improving organizational culture, strengthening variety of analytical technique, speeding organizational change and keeping on the improvement. The most important thing is that it can help managers to promote the decision-making ability and quality, and ensuring the performance of hospital operations.
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