Study Of The Consultation Process Improvement Of The Resident Patients In The Second Accessory Hospital Of Medical College Of XI'AN Jiaotong University

Business Process Re-engineering (BPR) is a new management theory and method which originated from America in 1980s and then spread around the world like a storm rapidly, its core idea is to reach maximum process value and minimum cost and get significant improvement by re-engineer the business process. Six Sigma management that initially born in the Motorola Company's Quality Improvement Activity, was canonized widely in the enterprises for its excellent effect on quality improvement. As the Six Sigma management changed gradually from simple quality management method into highly effective process improvement technique, process re-engineering theory got more everlasting life force, and process improvement began to strength into service area from manufacture area. The thesis is just applying this new theory to instruct medical service process improvement.The thesis did some research on the consultation process improvement of the resident patients in the Second Accessory Hospital of Medical College of XI'AN Jiaotong University, including four parts: firstly, by introducing the general situation of this hospital and its competitive predominance and inferior position, pointing out the problems on service process in the hospital, in order to elucidate the reasons and meaning of analyzing and improving the medical service process through applying the process re-engineering theory and method. Secondly, introducing the fundamental theory and method of the process re-engineering, chiefly expatiating the concept, traits and developing trend of the process re-engineering theory, and summarizing the meaning, provenance, current researching results and domestic and international application actuality of the Six Sigma management. Based on these, analyzing the relationship between BPR and the Six Sigma management and its using for reference on medical service process re-engineering. Thirdly, applying the process improvement method of the Six Sigma management, investigating customer satisfaction and requirement, analyzing the problems and its reasons on consultation process of resident patients, designing improvement project and assistant project for consultation process of resident patients. At last, introducing the implement of applying the Six Sigma management method to boost the consultation process in this hospital, and describing the effect of the process improvement by the comparison of some guidelines before and after the process improvement and the appraise on management effect,...