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【服務設計的複雜與矛盾:醫院門診個案分享】

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2012 年底,為一家國內醫學中心級醫院眼科門診服務流程研究、改善與設計提案的個案,娓娓道來「服務設計」不僅僅是要重視終端顧客(病患)體驗,還有很多「內在」關於人的、系統的面向應該要先被研究、解決,尤其是醫護領域每天都面臨崩壞的危機,作為服務設計者,應該如何找出解答提出解決方案,在這演講裡面我分享了我們的經驗。

Published in: Design

【服務設計的複雜與矛盾:醫院門診個案分享】

  1. 1. ! 2013 / 05
  2. 2. - 羅伯‧范裘利 後現代主義的重要著作
  3. 3. 20
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  5. 5. meld studios ... ...
  6. 6. 2006
  7. 7. Service Concept Customer Strategic Intent How What S.M. Goldstein et al. (2002)
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  9. 9. - Stefan Moritz 1900-1960 1960-1990 1990-2010 2010 - Ford, RCA, GE, Boeing, P&G, Sony Walmart,Toyota, UPS, CSX Microsoft, Google, Dell, Capital One Southwest Airlines, Amazon, USAA,...
  10. 10. 0.3-0.6 / 2-8 / 20-45 / 60-150 / - Stefan Moritz
  11. 11. - Stefan Moritz Transformation Experience Service Product Commodity
  12. 12. x = Credits : Service DesignTools & Stefan Moritz
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  60. 60. redraw from http://thehypertextual.com/2010/04/08/gary-hamels-pyramid-of-human-capabilities/
  61. 61. - Stefan Moritz Transformation Experience Service Product Commodity
  62. 62. meld studios
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