醫療資訊中的Web Services成功運作之探討：以改善醫療服務品質之整合型線上預約掛號系統為例

Managing Successful Web Services: Illustrated using a Hospital Information System Example

在現今資訊技術不斷進步的時代，企業已可藉由網際網路及資訊窗口將多元的企業及各應用系統作有效率的呈現。而網路服務(Web Services)則能進一步協同運作更整體的業務。網路服務儼然已成新興的buzz word，目前網路服務之應也如雨後春筍般，蔚為風潮，但多數是在技術方面之探討。本研究依據目前Web Services運作之觀察，進一步將Web Services分成兩大模式：service probation及 service replication。此外，本研究以為，現今的資訊技術已讓網路服務變成可行，然而要使之能成功運作，除資訊技術的要求外，往往需要再考慮跨企業時之整合管理（針對本研究所提出的Unified Information Portal, UIP）、及服務品質（針對最終使用者）等。本研究並以一跨企業及異質平台的服務，整合預約掛號為情節，從品質管理方面說明建置網路服務應有的考量，其中並有針對最終使用者設計的網路服務品質機制雛型。在最後並建議未來應可應用於有關醫療與醫政管理，如SARS等流行病防範及通報處理機制中。

With the work of the Internet and information portal design, enterprises' information systems can be performed and operated efficiently. With the help of Web Services, ad-hoc heterogeneous information systems within / among enterprises can collaborate and be integrated more effectively. The rapidly enhancing information technologies have facilitated the above, thus Web Services has become one new buzzword consequentially. However, the true realization of these applications on Web services, that is, to probe services and to replicate services, is questionable. In addition, cutting edge IT technologies have made things feasible, yet whether they guarantee the successfulness in achieving business goals remains questionable. In order to understand different kinds of realizations of Web Services, this research observes current Web Services application and concludes two categories of Web Service utilization, service probation and service replication. In addition, this research suggests management issues such as service quality, collaboration management, and information security which ought to be considered as well, for making Web Services not only feasible, but also successful. An online service quality evaluation mechanism is also suggested in this paper. An example, an integrated medical IS using Web Services for improving service quality as the business goal, is presented to demonstrate the work of service quality and collaboration management.