摘要
运用A医院门诊业务流程的客户满意度指标体系,针对A医院进行评测,并运用四象限法对结果进行分析,提取门诊业务流程存在的关键问题,最后遵循"重视顾客需求和市场发展趋势,兼顾顾客满意与成本"的原则,提出了A医院门诊业务流程的改进方案。
This paper uses the customer satisfaction index system of A hospital outpatient service flow to test and value the customer satisfaction of A hospital. The author analyzes the outcome by using the method of four-quadrant and extracts the key matters existing in the outpatient service flow. Then the author makes the amented plans for the A hospital outpatient service flow.
出处
《价值工程》
2008年第4期105-108,共4页
Value Engineering
关键词
门诊
业务流程优化
客户满意度
A医院
outpatient
service flow optimization
customer satisfaction
A hospital
