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Messung der Dienstleistungsqualität beim Operationsdienst - Operationalisierung durch geeignete Indikatoren

Messung der Dienstleistungsqualität beim Operationsdienst - Operationalisierung durch geeignete Indikatoren

          
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About the Book

Wissenschaftliche Studie aus dem Jahr 2006 im Fachbereich Pflegewissenschaft - Pflegemanagement, Note: 2,3, Hamburger Fern-Hochschule, Veranstaltung: Studienschwerpunkt Stationäre Krankenversorgung, Sprache: Deutsch, Abstract: Im deutschen Gesundheitswesen besteht schon seit Längerem eine sich verstärkende Wettbewerbssituation. Der Wettbewerb ergibt sich durch die gesetzlichen Bedingungen, die auch den Krankenhaussektor treffen. Ein starker Qualitätswettbewerb hat sich dadurch unter den Kliniken ausgebreitet und somit ist Qualität inzwischen einer der wichtigsten Faktoren für Erfolg, um sich gegenüber der Konkurrenz behaupten zu können. Ausschlaggebend ist ferner die Interpretation von Qualität aus der Perspektive des Kunden. Für klinische Dienstleister ergeben sich daher wichtige Aufgaben wie kundenorientiertes Handeln und die Messung bzw. Steuerung der Dienstleistungsqualität. Die Mitarbeiter eines Operationsdienstes bspw. müssen begreifen, dass sie Teil einer gesamten Krankenhausdienstleistung sind und ihren Beitrag zur Gesamtleistungsqualität an einer Operation leisten. In dieser Arbeit verfolgt der Autor die Zielsetzung, einen für alle Kliniken praktisch anwendbaren Operationalisierungsansatz wissenschaftlich fundiert abzuleiten, um die Qualität eines Operationsdienstes messen zu können. Geeignete Operationalisierungsansätze zu finden, sind wohl prinzipiell zur Qualitätssteuerung oder Qualitätsverbesserung notwendig und müssen vom Management in Zukunft mehr berücksichtigt werden. Für ein effizientes und effektives OP-Controlling in DRG-Zeiten ist dies unerlässlich. Die Bewertung der Dienstleistungsqualität aus der Kundenperspektive dient eben dazu, dass Schwächen der Lieferanten, Erwartungen und Forderungen der Kunden transparent werden. Letztendlich kann ein Unternehmen im zunehmenden Wettbewerb nur dann überleben, wenn die geforderte Dienstleistungsqualität erbracht wird. Diese Arbeit wurde mit der Note 2,3 bewertet und dient somit als beispielhafte Vo


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Product Details
  • ISBN-13: 9783640145942
  • Publisher: Grin Publishing
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 5 mm
  • Width: 148 mm
  • ISBN-10: 3640145941
  • Publisher Date: 28 Aug 2008
  • Height: 210 mm
  • No of Pages: 80
  • Series Title: German
  • Weight: 114 gr


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