Burns L R, Beach L R
Department of Management and Policy, College of Business and Public Administration, University of Arizona, Tucson.
Health Care Manage Rev. 1994 Spring;19(2):21-31.
To prepare for managed competition, many hospitals now focus on service quality as a means to improve their competitive position. To aid in decisions about where best to direct limited resources, managers need physician feedback about how the hospital's services compare with its competitors' services (competitive advantage) and about the degree to which the hospital's services fall short of, meet, or exceed physicians' expectations (customer satisfaction). This article describes a strategy for acquiring information about competitive advantage and customer satisfaction and for using the information to identify optimal service improvement opportunities. It then presents a step-by-step application of the Quality Improvement Strategy (QIS) for a large urban hospital.
为了准备管理式竞争，许多医院现在将重点放在服务质量上，以此作为提升其竞争地位的一种手段。为了协助做出关于将有限资源投向何处最为合适的决策，管理者需要医生提供反馈，内容涉及医院服务与竞争对手服务相比情况如何（竞争优势），以及医院服务未达、达到或超出医生期望的程度（客户满意度）。本文描述了一种获取有关竞争优势和客户满意度信息并利用这些信息来识别最佳服务改进机会的策略。然后介绍了一家大型城市医院逐步应用质量改进策略（QIS）的情况。
