坐月子是華人婦女的人生大事之一，起源可追溯到兩千年以前。台灣坐月子產業已行之數十年，在出生率日漸下滑，但產後護理之家數量卻日益攀升的狀況下即說明市場與產婦月子教育已趨於成熟。當前一般月子中心是受經濟部管理，而產後護理之家是由衛生福利部管理且必須接受評鑑。衛福部於2019年辦理全國產後護理機構評鑑，參與評鑑的機構有114家(不合格13家，合格101家)，這數據說明全台灣月子中心數量遠遠多於產後護理機構。有鑑於此、透過專家意見與彙整相關文獻探討如何提升月子產業的服務品質進而邁向卓越服務品質水準為本研究之目的與動機。針對月子服務機構之產業特性，彙整全面品質管理服務構面、衛福部產後護理機構評鑑基準與設置基準之規範原則及依循台灣國家品質獎八大構面之衡量項目與權重為架構，發展出月子機構卓越創新服務品質評量之項目與權重。
本研究藉由多案例研究法，有系統地透過文件檔案、訪談、實境勘查與觀察等搜集有關研究案例資訊後，依循本研究設計之月子機構卓越創新服務品質評量架構加以檢視分析。評量之項目有八大構面(分24項，權重共1000分)，以此評量月子機構在邁向卓越創新服務品質過程的管理現況。成果顯示選擇之四家典範機構評量八項構面總分，最終提出管理意涵之討論。藉此架構可檢視診斷月子機構並提供機構發掘潛在問題、擬定改善方案、強化經營績效、持續健全體質，進而提升競爭力，邁向永續經營。

Postpartum care is one of the crucial life events of Chinese women. Postpartum care industry has been in existence for decades. Although the birth rate is declining in Taiwan, the number of post-natal care homes is increasing, indicating that the postpartum care market might be mature. This study aims to develop a business excellence model for the postpartum care centers based upon the industrial characteristics of the postpartum care service agency, Health and Welfare Department’s Postpartum Care Agency’s assessment standard, and National Quality Award evaluation criteria. Using the multi-case analysis method, four agencies were selected for trial evaluation, and to find out their strength and weakness from various facets. Results of the assessment show that all four benchmarking institutions focuses on marketing and customer services, each department fulfill its responsibility appropriately while keeping processes smooth, crisis management capabilities are strong, and most of the service staff value the training of nursing. The postpartum care industry relies heavily on brand images, and the quality is a must to survive. There are few research in regarding to this domain from the quality professionals, however. This works present a model to search for the best practices of postpartum care industry, which could be learned by the other centers. Apply the proposed benchmarking criteria, the advantages and disadvantages of a specific center could also be objectively evaluated and provide a way for them to improve the competency. Four real life cases have also been presented to illustrate the feasibility of the proposed model.

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