【作者】 韩炜；

【导师】 张英华；

【作者基本信息】 天津财经学院 ， 企业管理， 2004， 硕士

【摘要】 医院作为现代医疗服务的基本载体，其服务的鲜明特征是顾客与服务传递系统的高接触性，即整个服务流程体现出广泛的病人参与。这种特征本身就内含了现代医疗服务“以病人为中心”的宗旨理念，也必然衍生出满足病人最大需求的价值目标。而当前众多医院普遍存在的“看得起病，爬不起楼”的现象，不仅有悖于“以病人为中心”的宗旨，更进而引发医院工作效率不高、服务质量低下、经济效益下降等诸多问题；加之医疗系统的市场化改革和入世后服务业的扩大开放，将使得医疗服务业的竞争渐趋严峻。这一切无不要求医院必须尽快改变现行的以方便管理为出发点、面向内部职能的就诊流程设计，进行“以病人为中心”、面向服务对象的业务流程再造。基于此，本文借鉴吸收了业务流程再造相关领域的理论与实践，分析探讨了6σ质量管理、工业工程、排队论及组织变革等理论在医院业务流程再造中的应用发展，在对天津市第一中心医院（文中简称一中心）深入调查的基础上，设计出一套可行的业务流程再造方案和组织结构再造方案，进一步拓宽了传统流程再造理论应用的范围，并结合对再造同步工程——服务感知质量管理的研究，给医院业务流程再造注入了可测度的质量元素，从而为我国医院管理改革和医疗服务向病人导向型转变做出有益探索。更多还原

【Abstract】 As the basic carrier of modern medical treatment service industry, the hospital has its distinct feature that is the high contact ion between patients and the service transferring system, which means the patients participate in the whole service process greatly. This feature connotes the idea of “patient-oriented” in modern medical treatment service and must lead to the objective of meeting the biggest demand of the patients. While we can often see that the patients cannot endure the stairs whoever can afford the expenses in many hospitals. It is not only against the purpose of “patient-oriented”, but also evokes many problems of low efficiency of the hospitals, bad quality of the service and decrease of economic benefit. Plus the marketing reformation of the medical treatment system and the enlarging and opening of service industry after entering WTO, the competition of medical treatment service becomes intense and serious. All of these ask the hospitals to change the present design of diagnosis process that starts from the convenience of management and faces the internal function as soon as possible, and implement Business Process Re-engineering (BPR) that is patient-oriented and facing the service target.In view of above, this paper has taken and absorbed the theory and practice of the relevant fields of BPR, analyzed the application of 6σquality management, Industry Engineer (IE), Organizational Structure Re-engineering in the BPR of hospitals and designed a set of feasible BPR program and Organizational Structure Re-engineering program, based on the deep investigation of Tianjin First Center Hospital(be called First Center). It has broadened the application scope of traditional theory of BPR and poured the quality element that can be measured into the BPR of hospitals, combing with the study of the synchronous re-engineering project ------service feeling quality management. Thus it has made helpful research for the hospital management reformation and the transformation to the patient-oriented medical treatment service.更多还原