서비스 청사진을 이용한 병원서비스 개선방안에 관한 연구

• 영문명: A Study on the Improvement of Hospital Service Using Service Blueprint
• 발행기관: 한국IT서비스학회
• 저자명: 박근완(Geun-Wan Park) 박광태(Kwangtae Park)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제7권 제2호, 223~242쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.06.30

영문 초록

  We assess service delivery system for outpatients of general hospital(A) using service blueprint. Service blueprint for outpatients" service process currently being implemented in general hospital(A) is analysed to improve hospital services and define hospital service delivery system more accurately. In addition, comparative analysis of service blueprint between before and after improvement is conducted to find that health care services is now more customer-oriented and hospital employees can link their duties to service delivery system.
  Dealing with the efficiency of health care service delivery system based on service blueprint analysis is expected to pave the way for continual service quality improvement of general hospitals in the future.
  The analysis of service blueprint of outpatients" service process suggested in this study is useful for setting strategies for health care service. It also helps service process design and service digitalization of other general hospitals in the future.

목차

Abstract
1. 서론
2. 이론적 배경
3. 서비스 청사진 분석사례
4. 결론
참고문헌
저자소개

키워드

Service Blueprint Service Process Design Service Delivery System Hospital Service