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中文摘要: 目的：探讨开展品管圈活动在提高“12345”工单办理的作风满意度中的效果。方法：依据品管圈活动的十大步骤，遵循PDCA原则，运用质量管理工具，对影响工单办理作风满意度的因素进行调查分析，拟定对策并实施，比较品管活动前后满意度情况。结果：工单办理的作风满意度由53.68%提升至82.35%，活动前后差异显著；同时，圈员们对品管手法的运用、自信心等均较活动前有所提高。结论：通过品管活动的实施，提高了工单办理的作风满意度，对工单办理工作有了标准化的作业要求，提高了工作的效果与效率，也增加了圈员们对品管手法知识的掌握，增强品管工具运用的能力。
Abstract:Objective：To explore the effect of quality control circle in improving the satisfaction of “12345” work order. Methods：According to the ten steps of the QCC activity，following the PDCA principle，we investigated and analyzed the factors affecting the satisfaction level of the “12345” work order，implemented the countermeasures，compared the level of satisfaction before and after via quality management tools. Results：The satisfaction rate of the “12345” work order raised from 53.68% to 82.35% with an obvious difference. Conclusions：Through the QCC activity，the rate of the work efficiency satisfaction has been improved with standard requirements for procedures. As the result，the quality and efficiency have uncreased. All members obtained the knowledge of QC tools and the ability of implementation afterwards.
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基金项目:南京大学医院管理研究所课题研究项目和南京鼓楼医院医学发展医疗救助基金会资助项目（NDYG2017014） 南京大学医院管理研究所课题研究项目和南京鼓楼医院医学发展医疗救助基金会资助项目（NDYG2017014）
引用文本：
徐少银,周 俊,刘 瑛,兰 青.品管圈活动在提高“12345”工单办理作风满意度中的应用△[J].江苏卫生事业管理,2018,29(7):779-781.
Xu Shaoyin,Zhou Jun,Liu Ying,Lan Qing.The Application of Quality Control Circle in Improving Satisfaction of “12345” Working Oeder[J].Jiangsu Health System Management,2018,29(7):779-781.
徐少银,周 俊,刘 瑛,兰 青.品管圈活动在提高“12345”工单办理作风满意度中的应用△[J].江苏卫生事业管理,2018,29(7):779-781.
Xu Shaoyin,Zhou Jun,Liu Ying,Lan Qing.The Application of Quality Control Circle in Improving Satisfaction of “12345” Working Oeder[J].Jiangsu Health System Management,2018,29(7):779-781.
