醫院舉辦員工通識課程之流程再造和成效探討

Effect on Redesiging Preparing Processes of General Programs for the Hospital Staff by Process Reengineering

本專案期望藉由流程改善達成醫院舉辦員工院內訓練資源整合及降低成本的目的。實施對策包括：1.整合通識課程組織；2.運用ECRS改善舉辦通識課程流程；3.建置網路學習平台；4.設計訓練評值方法。改善後實施效益為：1.降低成本：（1）人力成本：運用流程程序圖進行分析，作業項目縮短2項，舉辦1小時課程平均作業時間由改善前337分鐘，降低為改善後122分鐘，96年7-12月共舉辦92.5小時，共節省73,482元（成本降低63.8﹪）；（2）耗材成本：改善前因書面作業所需花費的影印、紙張成本，使用網路學習平台後已不需使用，降低耗材成本100﹪（半年約節省40,000元）；（3）建置網路學習平台成本：個案醫院自行開發網路學習軟體節省約10-15萬元，增加硬體成本共349,639元（分四年攤提折舊）及程式設計師人事成本40,000元。改善後人力及耗材成本每年約可節省20萬元以上，在網路學習平台使用後，可回收因建置平台而增設硬體及人事的成本；2.客製化學習護照提升訓練資源可近性，員工對網路學習平台滿意度平均達80﹪；3.參考網路學習平台提供之訊息進行課程設計，員工對通識課程滿意度達91.02%。醫院工作忙碌和輪值三班的特性，員工參與面對面課室上課實有技術上的困難，基於開放外網學習，沒有時間和空間的限制，因此擴大實施網路教學應是值得醫院管理者未來努力的方向。

Education and training are not only the foundation of good hospital performance but also the best method of promoting health-care quality. This study examined the results of a hospital improvement program to redesign the preparation process involved in developing general education programs for hospital staff, reduce costs, and integrate training resources through process reengineering. Strategies included establishing a multidepartmental team in charge of general education, using a progress flowchart to improve the program preparation process, implementing a learning management system (LMS) to facilitate administrative work, and designing evaluation tools. These improvements resulted in significant positive effects. In terms of cost savings, the average time needed to prepare a 1-hour general education program was reduced from 337 minutes to 122 minutes. A total of 92.5 hours of general education programs for the hospital staff were held from July to December 2007, and associated manpower costs were reduced by NT$73,482 (a decrease of 63.8%). Owing to the implementation of the LMS, the costs of paper printing and copying were completely eliminated (a decrease of 100%). The LMS was developed by the hospital’s Information Department, saving NT$100,000 to NT$150,000 in software costs. However, NT$349,639 was spent on hardware for the system. Because savings in manpower and paper costs together amount to about NT$200,000 annually, this hardware cost will be recovered in 1 to 2 years. In addition, the customized learning passport increased the accessibility of education, and the staff is satisfied with the LMS (satisfaction rate of 80%) and the general education programs (satisfaction rate of 91.02%). Because online learning enables the staff to study anytime and anywhere, increasing the number of online general education programs to meet the needs of the staff is a future goal.