Browsing by Author "Chang, Hung-Fan"

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'Balanced Scorecard' as an operation-level strategic planning tool for service innovation
(2012)
Luo, Chih-Ming Arthur
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Chang, Hung-Fan
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Su, Chi-Hung
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科技管理研究所
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Institute of Management of Technology
"This study proposes a model for implementing the balanced scorecard (BSC) as an operation-level strategic planning tool in a medical service department for service innovation. The study involved four major units in a district hospital: the internal medicine ward, surgery ward, gynecology ward, and pediatrics ward. The results indicated that the nursing department not only had its own unique goals and tasks, but also that it was obligated to a comprehensive service system in addition to its specific caring subjects. The study is the first to shed light on the role of department-level strategic planning tool for service innovation. The results also indicated that the operation-level should design its own BSC as a strategic planning for service innovation."
Evaluation of Service Quality Continuous Improvement in Coffee Shops
(2015-01-01)
Yuan, Benjamin J. C.
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Chang, Hung-Fan
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Tzeng, Gwo-Hshiung
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科技管理研究所
;
Institute of Management of Technology
The business model of coffee shop chains is to copy the successful environment of the first store. This study summarizes the elements and related impact factors of service quality strategies for coffee shop chains to provide a reference for future entrepreneurship. The fuzzy analytic hierarchy process method, which combines analytic hierarchy process and fuzzy set theory, allows for more accurate descriptions of the service quality evaluation process. Next, decision makers were invited to take part in the measurement of service quality for coffee shop chains. A questionnaire was used to collect quantitative data from 37 managers of coffee shop chains in Taiwan. Such findings underscore the importance of recognizing customers\' varying preferences. This study tries to fill the gap by assessing the relative impact of service quality by considering various individual differences.
Safety process innovation in medical service industry
(2013-08-01)
Luo, Chih-Ming
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Chang, Hung-Fan
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科技管理研究所
;
Institute of Management of Technology
Safety issues are generally ignored in the innovation of services for internal and external customers. The purpose of this study is to provide a safety mechanism framework for process innovation in medical service industry. This study applies action research to develop a safety framework for process innovation. The practicality of the proposed method is demonstrated using a case study of Cesarean sections in Taiwan. The proposed step for safety process innovation and safety process innovation framework (SPIF) were verified by eight experts and tested with Delphi. The most important concept concerning SPIF is that it provides a clear framework for evaluating the risk of potential failure in each subsystem of process in innovation.