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Improvement of service process and employee satisfaction in hospital through lean service

김미림, 박광태, 이홍식

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The healthcare industry is recently one of the most promising areas due to the growth of the aging population, longer life expectancy and increasing chronic patients, which means potential demands for healthcare services. However, at the same time, healthcare organizations face to problems such as low productivity and efficiency, extremely long waiting time and medical incident issues. Hence, healthcare organizations have been implementing innovation techniques such as TPM(Total Productive Maintenance), TQM(Total Quality Management) and QI(Quality Improvement). Lean process is recently introduced and widely used to increase the efficiency and patient’s satisfaction of a hospital. Lean process was originally developed by Toyota as an improvement approach to reducing non-value-adding activity and improving flow within a system. The purpose of this study is to find key factors of lean process and examine the relationship between lean process and employee satisfaction of a hospital. Statistical analysis is carried out on the 210 samples obtained from hospital employees. Questionnaires have been collected during two weeks in November of 2015. Smart PLS 3.0 and SPSS 22.0 have been utilized for deriving the results. We first identify three factors for the lean process such as innovation-oriented factor, employee management factor and resources management factor and find that these factors have statistically positive effects on the lean process of healthcare service. We also find positive and significance relationship between lean process and employee satisfaction.


Ⅰ. 서론
 Ⅱ. 이론적 배경
 Ⅲ. 연구모형 및 가설
 Ⅳ. 실증분석
 Ⅴ. 결론


  • 김미림 Mi-rim Kim. 고려대학교 경영대학 석사
  • 박광태 Kwangtae Park. 고려대학교 경영대학 교수
  • 이홍식 Hong-Sik Lee. 고려대학교 의과대학 교수


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