運用績效衡量指標評估護理主管之目標管理效能提升專案

Using Performance Indicator to Assess the Efficiency of Management by Objective Improvement of the Nursing Manager Project

面對基層護理人員及不穩定的人力流動狀況下，護理管理者扮演著非常重要的角色。統計2013/01/01-12/31每月目標管理成果(指標填報達成率)發現繳交率及正確性低的情況嚴重，礙於未設定權重分數，無法計算護理主管目標管理效能。本改善案依平衡計分卡四大構面建構績效衡量指標，透過AHP問卷評估重要程度後，使用Excel建構計算AHP權重之系統，計算成對比較矩陣，並透過幾何平均數比較矩陣，計算KPI權重。再計算出科內績效指標衡量分數。以品管圈手法進行改善。改善成過為1.正確率(衡量指標(PI)分數)由69分提升為97分。目標達成率：233%。進步率：40.5%。2.指標填報達成率，由原76.0%提升至87.6%。目標達成率128%。進步率：15.2%。改善後確實將護理行政管理者應具備的領導技能，藉管理目標轉化為具體、可驗證、可衡量的目標，達到一致性的目標管理效能。

Nursing managers play a very important role in the face of grassroots nurses and unstable staff turnover. The statistics of two thousand thirteen monthly target management results shows that it is a serious problem of the low submission rate and accuracy. It is impossible to calculate the target management effectiveness of the nursing managers because the weight score is not set. This improvement case is based on the four major aspects of balanced score card to construct performance indicator. After assessing the importance of the AHP questionnaire, we use Excel to construct a system for calculating AHP weights. Next, we calculate the pairwise comparison matrix, and then we compare the matrix by using geometric mean to calculate the KPI weights. Afterwards, we calculate the scores of performance indicator, and improve it by QCC methods. Here are the improve results. First, the PI score of accuracy increased from 69 to 97. The rate of target achievement is 233% and the rate of progress is 40.5%. Second, the rate of indicator completion improved from 76.0% to 87.6%. The rate of target achievement is 128% and the rate of progress is 15.2%. After the improvement, it can really improve the basic leadership skills that a nursing manager should have in order to achieve consistent efficiency of management by objective by specific, verifiable and measurable goals.