MEASURING THE PERFORMANCE IN SUPPLY CHAIN: A CASE STUDY IN PUBLIC HOSPITAL LABORATORY IN JOHOR
This study aims to identify how effectively decision making units (DMU) within the hospital laboratory supply chain are using it given resources towards customer satisfaction. Samples include doctors that requesting clinical test from the laboratory and also laboratory administrator. By interview using structured questionnaires, data of Customer Satisfaction Dimension (CSD) and Supply Chain Inputs (SCI) were collected from 2 public hospital laboratories in Johor Bahru. Then, CSD and SCI data collected from the interview were positioned on an Importance/Performance Matrix (I-P Matrix). By using Data Envelopment Analysis (DEA) software, the efficient frontier for both hospital laboratories was calculated with different scenarios. As a results, Hospital Sultanah Aminah laboratory efficiently satisfy doctors using the present levels of SCI for each scenarios while Hospital Sultan Ismail fail to satisfy doctors using the present levels of SCI in all scenario.
Data Envelopment Analysis Customer Satisfaction Hospital Laboratory
Abu Bakar A Hamid. Lukman Hakim Ismail Johan M Sharif
Universiti Teknologi Malaysia, Skudai, Johor Malaysia
国际会议
北京
英文
2007-11-01（万方平台首次上网日期，不代表论文的发表时间）