A Fuzzy Design Decision Model for New Healthcare Service Conceptualization
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A Fuzzy Design Decision Model for New Healthcare Service Conceptualization An-Jin Shie1 • Ching-Hung Lee2
•
Shu-Yan Yu3 • Chang Wang2
Received: 15 April 2020 / Revised: 14 June 2020 / Accepted: 10 August 2020 Taiwan Fuzzy Systems Association 2020
Abstract This paper purpose a structural design decision model by using service blueprint, failure mode effect analysis (FMEA), Fuzzy method, and the theory of inventive problem solving (TRIZ). In ‘‘service process analysis’’ stage, the service blueprint approach is used to analyze the potential service failure points in the service process. Then, FMEA is employed to diagnose the possible causes and effects of the service failure model in ‘‘service failure diagnosis’’ stage. The service failure models are prioritized according to the calculated integrated Risk Priority Number (RPN) and fuzzy number. In ‘‘innovative principle generation’’ stage, the innovative principles are generated by utilizing the TRIZ matrix. Finally, in ‘‘innovative solution conceptualization’’ stage, the TRIZ inventive principles are used to inspire the new solution for new service design. An empirical survey of home-care service agencies in Beijing is conducted to demonstrate the applicability of the proposed 2S2I model to improve homecare services, medical-equipment designs, and service & Ching-Hung Lee [email protected] An-Jin Shie [email protected] Shu-Yan Yu [email protected] Chang Wang [email protected] 1
School of Economics and Management, Huaiyin Normal University, Huaian, China
2
School of Public Policy and Administration, Xi’an Jiaotong University, Xi’an, China
3
China-ASEAN International College, Dhurakij Pundit University, Bangkok, Thailand
delivery. The advantages, implications, and contributions of 2S2I model are also concluded. Keywords Design decision-making Service conceptualization Service design
1 Introduction Due to the increasing global elderly population over 65 years, 205 million elderly people in 1980 will become 1.6 billion in 2050. That is to say, the proportions of elderly people will increase from 6.2 to 22.9% in the global population [1, 2]. The healthcare service firms spend many resources on the improvement and innovation of their service systems to satisfy elderly people’s needs to face new impacts from the coming aging society. With the rising costs based on public policy for the aging population, such as retirement pensions, aging care and healthcare, the coming of the aging era may bring huge social changes and may slow down the economic growth. Thus, many developed countries have increased budgets for the policy and environment construction on creating a better silver-haired economy. Therefore, healthcare, delivered diversified services based on elderly people’s needs, has been recognized by most developed countries as a desirable endeavor in public policy. However, the endeavor is often constrained by one or more of its decisive factors [3–6]. These factors include service capacity, service flexibility, number of care provide
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