組織學習與流程改善參與式管理活動－－以某醫院健兒門診作業為例

Organizational Learning and Process Improvement--An Example of a Hospital Outpatient Service Abstract

學習型組織是當組織在其所面對的環境下，促使個人學習的組織發展方 法之一，學習型組織透過個體學習，將可促使組織產生動力，並且整合個人 知識與技能，產生能力（competence） ，創造競爭優勢。本文採個案研究，說明 某財團法人醫院，如何透過參與式管理活動與流程改善技術'改善健兒門診 患者就醫流程，縮短作業時間。活動期間自90 年11 月起至91 年4 月止，透過流 程改善活動原本患者就醫流程需費時5 1. 9 分鐘，流程改善後須費時38 分鐘具 有顯著效果；除此之外團隊成員也達到團隊學習之目的，並獲得社會面如彼 此關懷度增加、對單位之向心力增加等無形收益。

When organizations face the environment at the present day, organization learning is one of the organization development methods to make people to learn. Learning organization can improve the motive power, integrate individual knowledge and skill into organizational competence and create competitive advantage. The authors show us how a church hospital improve the process and make service time shorter in OPD by using participative managing activity and process-improving skill in this case study. The activity started in Nov. 01 and ended in Apr. 02. It took 51.9 minutes before carrying out the process-improving activity in OPD service, but the service time is obviously decreasing to 38 minutes after the activity. Besides the concrete result, the team members can not only reach to the goal of team learning, but also acquire the invisible benefit of social relationship such as concerning about each other and increasing team centripetal force.