The Study of Management Performance at Dental Clinics

• Main Authors: Chien-Jen Wang, 王建仁
• Other Authors: Yu-Hern Chang
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/28485314600958017874

碩士 === 國立成功大學 === 企業管理學系(EMBA)專班 === 92 === Abstract The individual health plays an important role for the people in Taiwan. Thus, the medical service as well as service quality are the essential elements as far as the problems concerned. The medical organization can only remain profitable if they focus their efforts on management efficiency, medical service quality, and customer satisfaction as well. It would be helpful to evaluate management performance for the dental clinic, if the dental clinic has the suitable appraisal model of the management performance, and the realistic criteria of appraising the management performance. This research uses the Analytic Hierarchy Process ( AHP ) method to establish the performance appraisal model of the dental clinic, in order to develop a set of feasible realistic criteria of the performance appraisal at dental clinic. This study also effectively reflects the operational performance of the dental clinic, and suggests how to improve the management of the dental clinic. The management performance at dental clinic can be divided into three directions including the medical quality, the customer satisfaction and the finance. The results of this research, show the medical quality is highest by the order of priority degree, the customer satisfaction is secondly high. By the order of priority degree, among the appraisal criteria of “the medical quality”, “completely antiseptic dental equipment” is highest, “wearing the gloves to look the tooth” is next, “using the dental napkins, the fenestrated lap drapes” is next again, conforms to supposition this research, too. The appraisal model can be applied to the dental clinic in Taiwan in analyzing management performance, and also useful for the further research in this field.