慢性疾病佔據我國十大死因比例之一半，使得民眾越來越注重自身健康。同時民眾對於自身健康狀況之瞭解意願提升，健檢產業也因而蓬勃發展。但因健保將大部分的醫療項目納入健保給付，使得醫療院所的利潤空間變得十分有限，也因此發展出「自費性健檢」之市場。健檢產業如何面對市場上強烈競爭，發展出獨特的經營模式，已成為迫切要面對之問題。健檢業在日趨競爭的環境之下，如何創造、強化並維繫顧客間的關係，進而提升顧客忠誠度及顧客滿意度，已成為健檢機構生存競爭的關鍵因素。
自費性健檢產業其顧客之動機多為主動且自發，因此其經營方式必須採用以顧客為導向之經營模式。但因導入顧客關係管理所擴及的範圍很大，其導入績效難以衡量，且過去文獻對於健檢服務導入顧客關係管理之步驟少有著墨。故本研究將應用軟性系統動態學並結合文獻探討，發展並規劃健檢產業導入顧客關係管理之步驟，再利用系統式思考結構化導入時所面臨之問題。最後，將藉由系統動態學之量化方式說明導入後績效。本研究以一個案健檢中心為例分析實際健檢服務流程情況，且利用個案驗證本研究模式，用以瞭解本研究之導入流程適合用於健檢服務導入及評估導入改善後之效益。
本研究所提出之顧客關係管理導入健檢服務流程分四大部分：真實環境發掘問題、問題情境導向系統化思考環境、解決問題情境導向系統化思考環境與真實環境解決問題。在真實環境發掘問題階段藉由實地探討瞭解健檢服務流程現況；問題情境導向系統化思考環境階段則將實際情形轉為模擬模型；解決問題情境導向系統化思考環境及真實環境解決問題階段，則針對現有流程服務去規劃導入改善方案，並藉由模擬模型來瞭解其成效，最後提出導入建議。個案研究結果顯示，本研究所發展之流程可提供個案健檢中心完善導入步驟，且有效評估導入方案之效益，可提供個案健檢中心導入顧客關係管理方案之決策參考。

People emphasize on their own health and wish to know more about their conditions while chronic diseases now take up to 50 percent of top 10 causes of death. So, the health-care industry has emerged and kept thriving. Nevertheless, with a profit limited by the comprehensive National Health Insurance (NHI), hospitals are now developing and investing in the market of “Self-Paid Medical Examinations” to earn more profit. Thus, it is now a pressing problem for the industry as to how to face and survive the fierce, ever-increasing competition and develop a unique business model, which states the key factors for how to improve Customer Loyalty and Customer Satisfaction through creating, fortifying, and maintaining the relationship with clients.
We adopt a customer-oriented business model since most clients are proactive and spontaneous in partaking in the self-paid medical examinations. But the scope has to be defined the since the Customer Relationship Management covers quite a few issues, and we can hardly measure the performance with only a few literatures on the steps of introducing Customer Relationship Management into the Medical Examination Services. Therefore, we hereby combine the literatures already presented with the Soft System Dynamics Methodology (SSDM) to develop and scheme the steps of introducing Customer Relationship Management into this industry and structure the problems we face with the Systems Thinking. Finally, we illustrate the performance with the quantitative method defined in the System Dynamics. In this study, the case of a Physical Examination Center is taken for conducting an analysis of the actual service procedures, and the case study is utilized to further understand whether or not these steps are applicable and to assess the improved efficiency.
Four major steps described below constitute the Customer Relationship Management which is introduced into the Medical Examination Services. First, we must identify problems in the real world through actual exploration into the medical examination service procedures; secondly, these problems are simulated through scenario planning involving aspects of Systems Thinking; thirdly, we try these simulated problems with schemed solutions to understand its performance, and finally, we propose solutions to those real-world problems.
The case study shows that the procedures developed here could provide complete steps for the Physical Examination Center and effectively assess the efficiency of the introduced solution, which constitutes reference to decision-making.

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