A Performance Evaluation Model for Community Pharmacy - a BSC perspective

• Main Authors: Chu-Hung Chin, 朱虹靜
• Other Authors: Chun-Wei Lin
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/88536845853487049796

碩士 === 雲林科技大學 === 全球運籌管理研究所碩士班 === 98 === Recently, the environment of medicine in Taiwan has undergone critical change such as advocacy of National Healthcare Insurance, medical separation, the higher education of consumer, higher autonomous purchasing from richness of information, etc.Therefore the pharmacy has to promote the organizational performance for sustainable operation. Executive Yuan Department of health regulated that health bureau of each county must audition the institution of pharmacy to assure the pharmacy quality . And, for a long time the auditing work has just involved systemic structure e.g. human resource,facilities and regulation. However, the evaluation item, standard or scale has not been established. Finally, the citizens’ expectation quality of pharmacy services can not be achieved and guarantee. This research is expected to develop critical performance index from perspective the viewpoint of BSC. This study gains expert consensuses through Delphi method, then adopts the questionnaire of Performance Assessment (AHP) to have the weight and significance, and achieves the final performance index. With the developed index, local government is able to audit pharmacy effectively. This research induced the four dimensions of performance index in terms of profitability, consumer benefits, inner process management, and learning and growth; as well as thirteen assessing indicators across panels’ consensuses and reference. In results,the study found that customer benefit is the most significant dimension, and within the dimension, the indicator of sustaining existing customers is most important through AHP.