頁籤選單縮合
題名 | 建構高雄市長期照顧機構平衡計分卡指標之研究=The Study of the Balanced Scorecard in Constructing the Index of the Long Term Care Institutions in Kaohsiung |
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作者 | 吳鄭善明; 余昕庭; | 書刊名 | 社會工作實務與研究學刊 |
卷期 | 1 2014.12[民103.12] |
頁次 | 頁67+69+71-88 |
分類號 | 419.71 |
關鍵詞 | 長期照顧機構; 平衡計分卡; 層級分析法; Balanced scorecard; BSC; Analytic hierarchy process; AHP; The performance index of the long term care institution; |
語文 | 中文(Chinese) |
中文摘要 | 長期照顧機構因應老年人老化生活照顧議題所實施措施,故維持機構品質是項重要課題。本研究以平衡計分卡(Balanced Scorecard;BSC)財務、顧客、內部流程與學習與成長構面為架構,並運用層級分析法(Analytic Hierarchy Process,AHP)求得構面各量度優先權重。研究對象為高雄市長期照顧機構主管與第一線工作人員。結果顯示,高雄市長期照顧機構在財務構面機構資金最重要;在顧客構面住民及家屬對機構軟硬體服務滿意度最重要;在內部流程構面機構工作人員負荷量最重要;在學習與成長機構工作人員對於工作所需專業技能在培訓最重要。研究建議,在財務構面建立機構多元化經營等3項;在顧客構面增加工作人員專業領域廣度與深度等2項;在內部流程構面制定標準化工作流程與職責等2項;在學習與成長構面建構系統性人員晉升制度等2項。 |
英文摘要 | The Long Term Care Institutions are established for copying the aged society. How to keep the institutions service quality is the importment issue. The study use the framework of the Balanced Scorecard(BSC), including finances perspective, customer perspective, internal process perspective, learning and growthing perspective . And the Analytic Hierarchy Process(AHP) is applied to construct the weightings. The samples are the Long Term Care Institutions managers in Kaohsiung City. The results indicate that the institution foundation is the most importment in institution finances perspective, the customers and family members are satisfied in every dimentions services are the most importment in customer perspective, the loading of the institutions workers are the most importment in internal process perspective and the workers' professional skill training are the most importment in learning and growthing perspective. The suggestions, establishing the multi-services of the long term care institutions, etc in finances perspective, increasing the professional skill in width and depth of the workers, etc in customer perspective, making the standard working process, etc in internal process perspective, constructing systematic promention rules, etc in learning and growthing perspective. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。