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目的:介绍平衡计分卡(BSC)在我院静脉药物配置中心(PIVAS)管理中的作用。方法:基于BSC理论从财务、客户、内部运营、学习成长4个维度对PIVAS实行目标管理,设定目标,分析现状,并采取相应的管理对策,评价应用前(2010年)、后(2011年)PIVAS目标完成情况。结果:与2010年比较,2011年在完成目标值的基础上有了进一步的提高,财务维度目标由2010年的5386件增加至5512件,且年节约人力1人;客户维度目标中内差由10%下降到2%,外差为0,满意度由93.8%提高到98.7%;内部运营维度目标质量评分由93.7分提高到98.2分;学习成长维度目标方面人员培训合格率由96%提高到100%,科研论文立项由2项上升至8项。结论:运用BSC管理提高了PIVAS整体管理效率。
Objective: To introduce the role of Balanced Scorecard (BSC) in the management of intravenous drug delivery center (PIVAS) in our hospital. Methods: Based on the theory of BSC, PIVAS was implemented from the four dimensions of finance, customer, internal operation and learning growth. The objectives were set and the status quo was analyzed. The corresponding management strategies were adopted to evaluate the effectiveness of PIVAS before and after the application (2010) PIVAS target completion. Results: Compared with 2010, the target value was further improved based on the target value in 2011. The target of the financial dimension increased from 5,386 in 2010 to 5,512 in 2010, and the annual saving of manpower was 1. The target of customer dimension was within 10% decreased to 2%, heterodyne was 0, satisfaction increased from 93.8% to 98.7%; internal operation dimension goal quality score increased from 93.7 points to 98.2 points; learning growth dimension goal of personnel training pass rate increased from 96% 100%, research papers project from 2 to 8 items. Conclusion: The use of BSC management improves the overall management efficiency of PIVAS.