| Summary: | 碩士 === 南開科技大學 === 福祉科技與服務管理所 === 105 === AD 2018 Taiwan will enter an aging society and changes in family structure plus the effect of low birth rate, increasing demand for long-term care, care of the information needs is increasing rapidly. How to grasp and insight into long-term care institutions caregivers demand information management system of the right, blueprint planning services, the opportunity to find enterprise service innovation. The Service Design of Care management systems will be more important.
In this study focusing on Service Experience Engineering in Innovation Net stages of the Service Modeling. First through Contextual Inquiry, Construction Behavior Models and Affinity Diagram to discuss the potential demand professional care management information system users. And based on user needs, focus on output Service Functions Deployment table, construct service processes, service blueprint, failure modes and service resources model to explore, through the review of each possible, come up with innovative services and improve processes, looking to improve their quality and value-added products, but also hope to enhance the overall quality of the service system.
Result: The contextual inquiry shows that nurses and social workers use professional care management information system will encountered smart mobile devices, operating systems, system design, personal factors, the influence of others, and external factors. In the service design, there have 27 user service needs, 33 service functions; through the Service Functions Deployment, Service Process Deployment, Service Resource Deployment, the development of the importance of user demand and important service performance, summed up six service process and four types of service resources.
Keywords: Professional care management information system, Service experience engineering, Service modeling
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