Applying FMEA Techn in Improving Customer Satisfaction of Medical Services - A Case Study of R Pharmaceutical Company in Tainan.

• Main Authors: Kang, Ya-Ping, 康雅萍
• Other Authors: Lin, Yung-Shun
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/47r7z4

碩士 === 國立屏東科技大學 === 高階經營管理碩士在職專班 === 106 === In the face of the current social changes and the continuous fall in health insurance drug prices, the medical services industry in Taiwan will face more and more competition and threats, including stagnation in the growth of the total population, continuous increase in competitors, continuous increase in operating costs, and cross-strait Major changes and impacts such as stagnation, and the face of external environmental changes, only to strengthen the core competitiveness and competitive advantage to meet the diverse needs of customers, create brand and customer value, in order to ensure that the industry can continue to operate. The medical service industry belongs to the service industry. Maintaining good customer satisfaction and enhancing customers' sense of high recognition of the company's products are the basis for sustainable business. Therefore, the medical service industry needs to establish a systematic and efficient management and response. mechanism. This study applies the Failure Mode and Effect Analysis (FMEA) system approach to understand the possible errors in the interaction between catering service personnel and customers.A set of feasible and preventive Measures and mechanisms is proposed. The FMEA system systematically analyzes the potential service system failures and possible impacts and explores its main causes, selects key priorities, discusses the development of countermeasures and controls the implementation of corrective measures to reduce the potential for future service failure, takes advanced precautionary measures and reducesthe risk and impact of customer service failure. This study is based on the R Pharmaceutical Company. FMEA is used to assess the possible failure modes for Medical Services. (Severity), Occurrence and Detection and Service Risk Priority Number (RPN) evaluation by systematically examining service assignments and processes, defining the Severity, Occurrence, Identify and prioritized implementation strategies, using the Key Performance Indicator (KPI) Management System to develop and improve the company's core competencies. Corrective and preventive measures and continuous testing are established to achieve customer satisfaction goals. The empirical results of this study found that FMEA used in the Medical Services can obtain good benefits from prevention mechanisms, reduce service failure risk, and ensure that errors have been improved to effectively enhance customer satisfaction.