Exploring Service Failure and Service Innovation Strategy Based on a Perspective of QCC within Hospitals

[[abstract]]In order to improve health-care service and reduce administrative costs, many methods and solutions which QCC (Quality Control Circles) is one of the most effective and popular tools have been used by hospitals recently. QCC is really an excellence tool to enhance problem-solving ability and increase responsibility of hospital staff. Moreover, this process also helps to manage all activities in hospitals more systematically and scientifically. There have been many researches concerning this topic, however, almost researchers only focused on the following issues: factors affecting the success of quality control groups, improving working efficiencies, safe of patients, efficiencies of managing costs, improving quality of health-care and psychology-care service but not discus about the combination of these factors generally to find out the reason which results imperfect health-care service then suggest solutions for a new resolution aid. This thesis is to observe management tools of some hospitals then know the reasons then suggest solutions. This thesis use qualitative method by using knowledge from previous researches, especially high-prized researches voted by Taiwan Joint Commission on Hospital Accreditation (HQIC) from 1st to 13th periods. The results of this research are found basing on problems concerning failure in health-care from 1802 QCC groups from many hospitals on over the Taiwan, including following issues: operating time, participants, holders, grade of participating hospitals, forms of operation with 3372 mistakes raised. This research groups mistakes of health-care services into 4 kinds: human faults in practice, human-fault in decisions, inhuman-fault in practice and inhuman-fault in decisions. These results show that human fault in decision accounts the highest percentage in failure and inhuman fault in decision accounts for the highest percentage in failure accounts presents the smallest probability. Secondly, health-care service centers are places where failures in service policies are the most popular issue. Thirdly, failure from human-faults in practice is decreasing while human-fault and inhuman-fault fault in decision are increasing