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研究生：	湯鈞富 Tang, Chun-Fu
論文名稱：	醫療服務導入CRM技術之雛形規劃 A Prototype Planning for Medical Care Services by Introducing CRM Technology
指導教授：	陳澤生 Chen, Tse-Sheng
學位類別：	碩士 Master
系所名稱：	工學院 - 工程科學系 Department of Engineering Science
論文出版年：	2003
畢業學年度：	91
語文別：	中文
論文頁數：	75
中文關鍵詞：	一對一行銷、資料探勘、資料倉儲、顧客關係管理
外文關鍵詞：	Data Warehouse, one to one marketing, Data Mining, Customer Relationship Management
相關次數：	點閱：144 下載：5
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對醫院而言，全民健保制度的實施是面臨更大的挑戰。在面對不斷成立、擴增的大型醫院與有限的病患來源，整體醫療環境的競爭亦愈形激烈，醫院必須將營運方向轉為品質與成本效益兼顧之企業化經營，積極地與病患的緊密互動，病患才會主動就診。因此，建立顧客關係管理(CRM，Customer Relationship Management)勢必成為醫院在營運發展上的競爭優勢。

由於資訊技術的發展相當快速，如何針對醫院本身特質來配置最具成本效益的技術，並發展有效的病患關係管理系統，已成為醫院存續與否的重要課題。因此對醫院而言，如何有效利用資訊科技來與病患產生良好的互動關係，並進行相關策略規劃與評估，進而建構一個有效的病患關係管理系統來滿足病患需求，為醫院發展病患關係管理的重要關鍵。

本研究擬建構一個Web-based的病患關係管理系統的互動式醫療網站，將病患與本網站互動所得到的結果轉存於資料倉儲(DW，Data Warehouse)，再藉由資料探勘(DM，Data Mining)軟體作更進一步分析，希望藉由分類、分群與關聯規則來預測病患之醫療行為，以作為醫院對病患一對一的行銷(1 to 1 marketing)的依據，希望藉此幫助醫院創造新的醫院價值與病患價值，提升醫院的競爭優勢。

Under the National Health Insurance Program, hospitals are facing more challenge to implement the medical care policy. Under the limitation of cost pressure and patient source, competitions of hospitals become drastic. In order to meet the goal of quality improvement and cost efficiency, hospitals must make efforts to establish mutual relations with patients. Through this active strategy, hospitals can upgrade patient satisfaction and establish good service image. As a result, patients will be willing to come back hospital to consult their doctors. Therefore, the establishment of Customer Relationship Management (CRM) is the priority of hospital policy and the superiority to stay alive in the competition of healthcare business.
With the rapid growth of Information Technology (IT), it is an essential thing to efficiently arrange IT in hospital to reduce cost. Hospitals also consider how to handle mutual relationship with patients by IT planning and evaluation. Thus, it is key issues to establish good connection to meet the needs by means of CRM approach.
In this study, our research is to design and implement an interactive medical CRM system based on the Web-based technology. We plan to collect the data of the patients, and translate it into the Data Warehouse for further analyses undertaken by Data Mining technology. We hope to forecast the behavior of the patients by the main theories of Data Mining such as classification, clustering, and association rules.

中文摘要......................................Ⅰ
英文摘要......................................Ⅱ
誌謝..........................................Ⅲ
目錄..........................................Ⅳ
圖目錄........................................Ⅶ
中英文縮寫對照表..............................Ⅸ

第一章 緖論....................................1
1.1 研究背景...................................1
1.2 研究動機...................................2
1.3 研究目的...................................3
1.4 研究方法...................................3
1.5 研究流程...................................4

第二章 文獻探討................................7
2.1 醫院資訊管理...............................7
2.1.1 醫院資訊系統.............................7
2.1.2 資訊系統的發展現況......................10
2.1.3 網際網路與醫院管理......................13
2.2 顧客關係管理..............................14
2.2.1 顧客關係管理之介紹與重要性..............14
2.2.2 顧客關係管理於醫療院所的應用............16
2.3 資料探勘與顧客關係管理....................19
2.3.1 資料探勘與資料倉儲......................21
2.3.2 資料探勘在醫療網站上的應用..............24

第三章 系統分析與設計.........................27
3.1 系統架構..................................27
3.2 系統功能簡介..............................31
3.3 系統功能分析..............................33
3.3.1 使用者案例圖............................34
3.3.2 系統循序圖..............................34
3.4 線上問卷調查設計..........................42
3.4.1 問卷設計................................43
3.4.2 問卷分析過程............................44

第四章 系統實作...............................48
4.1 實作環境..................................48
4.2 實作結果..................................49
4.2 資料探勘實作結果..........................60

第五章 結論與未來研究方向.....................65
5.1結論.......................................65
5.2未來研究方向...............................66

參考文獻......................................68
附錄一........................................71
附錄二........................................73
                                    

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校外：2003-07-07公開

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