Using Six Sigma Management to Improve Healthcare Service Quality: a Case Study.

• Main Authors: Ho Hsuan Hui, 何暄惠
• Other Authors: Chen Li Fei
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/48530302560022537140

碩士 === 輔仁大學 === 國際經營管理碩士學位學程 === 103 === Six sigma, which has become well-known in quality management, is implemented to deal with complicated management problems and find out the best solutions by integrating the process of identifying problems, collecting information and understanding the reasons together with the statistical analysis. Six sigma has 5 phases which include Define, Measure, Analyze, Improve and Control, also known as DMAIC. Decision tree is one of the classification algorithms of data mining technology which generates association rules that provide simple and understanding predictive models. This advantage allows Six Sigma approach to predict the critical reason of patient’s dissatisfaction based on the analysis results arising from a large-scale data set of patient’s experience that can help to work out the proposed improvement. By implementing DMAIC management concepts and improvement strategies on handling patient’s dissatisfaction and reducing service failure recidivism rate, patient’s dissatisfaction defined, the service variability of patient’s dissatisfaction measured, a service failure improvement strategy can be worked out by inducting the potential service failure factors and thereby, service quality can be improved. This study presented a model of proposed method by analyzing patient’ s service experience when they go through blood test service as research setting, handling patient’ s dissatisfaction, in order to improve healthcare service quality.