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Journal of Korean Society Quality Assurance Health Care 2006;12(1): 78.
Published online May 30, 2006.
6 - Sigma 경영혁신기법 시행에 따른 방사선과 내부고객만족도의 변화
이근옥1, 박재성2, 강충환1, 김미영3, 김승식1
1순천향대학교 부천병원 방사선과
2순천향대학교 의과대학 방사선과학교실
3순천향대학교 부천병원 QI실
The change of Employee Satisfaction in Radiology Department by Applying 6 Sigma Method
Keun-Ohk Lee1, Jai-Soung Park2, Chung-Hwan Kang1, Mi-Young Kim3, Seung-Sick Kim1
1Dept. of Radiology, Soonchunhyang University Bucheon Hospital
2Dept. of Radiology, School of Medicine, Soonchunhyang University
3Dept. of Quality Improvement, Soonchunhyang University Bucheon Hospital
Abstract
Background
The concept of 'service' in a hospital is based on the quality of medical staffs who serve as customer-satisfying media, and this is what distinguishes general hospitals from other business corporations in which customer satisfaction is achieved through commercial products. Thus, the internal employee satisfaction is essential in the improvement of the 'service' and subsequent 'competitiveness' of a hospital. The purpose of this study is to establish internal marketing strategies for a general hospital through regular surveys on employee satisfaction. Method : Surveys on employee satisfaction in radiology department were conducted regularly twice a year in a university hospital with 800 beds 2001 in 2004. The subjects of this study were 35 employees who work in radiology department. The authors developed the questionnaires and the surveys were conducted initially during the first 6 months of the year. After necessary improvements were made by applying 6 Sigma techniques, subsequent surveys were conducted during the latter 6 months of the year and the degree of employee satisfaction was compared.
Results
Overall satisfaction increased with a constant rate and the authors were able to assess that the hospital is being gradually stabilized. The degree of satisfaction assessed by multiple choices showed only minor changes. However, as a result of focusing on the demands put forth by the employees through the open questions, the degree of satisfaction increased gradually year after year. Conclusions : It is important to heighten the internal employee satisfaction systematically and harmoniously through the assessment on the demands of the internal customers and feedback-based communications between the management officers and the staffs. Continuous surveys on the internal employee satisfaction will serve to be valuable materials in the establishment of internal marketing strategies for a general hospital.
Key words Employee satisfaction;Satisfaction;Feedback;
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