Analysis on the Key successful Factors and Solution of Home Care Products Delivery: Take Peritoneal Dialysis Solution Home Delivery for Sample
Date Issued
2007
Date
2007
Author(s)
Chiu, Yu-Wei
DOI
zh-TW
Abstract
Most of the home care related papers focus on clinical、government policy、technical support and psychological study and ignore home delivery plays an important role in the home care system. This thesis takes peritoneal dialysis as sample; try to find key successful factors of patient’s home delivery satisfaction. In addition, we raise proper solution to maintain high patient satisfaction under budget and cost constraint.
Taiwan home delivery market grows rapidly due to e-commerce and TV shopping rise. But we find there are very seldom companies proficient in deliver healthcare products, not to mention complex delivery process of peritoneal dialysis solution. Therefore, the kidney solution supplier is difficult to sustain stable and high delivery service quality.
We collect the opinion of front line staff, including customer service representatives and drivers. Besides, we did a patient questionnaire survey、customer complaints analysis and identify home delivery quality KPI. Take this multi-dimensional input to clarify three key successful factors to satisfaction of peritoneal dialysis patient: deliver right and clean products、professional and courteous drivers、precise and reasonable arrival time.
Moreover, we go deep in analyzing the different requirement of different area and different scale of hospital to support us in setting the priority of implementing solution. Finally, we issue short term and long term solution according to three KSF and evaluate the result after we have executed the short term solution. Of course, we have set priority of implementing solution in different area due to constraint of resourses and cost.
In order to sustain high delivery service quality, implement long term solution is the key step. This thesis find information technology support plays a very important role, this is the only way to let kidney solution supplier to face the challenge of rapid market grow.
Subjects
居家治療
宅配服務
關鍵成功因素
腹膜透析
Home care
Home delivery
Key successful factors
Peritoneal Dialysis
Type
other
File(s)![Thumbnail Image]()
Loading...
Name
ntu-96-P94748024-1.pdf
Size
23.31 KB
Format
Adobe PDF
Checksum
(MD5):4224c1087e8becaceec2bfca603f558b