모듈화를 통한 서비스 생산성 향상 : 일송 두경부 암센터 사례연구 (Service Productivity Improvement Through Modular Architecture : A Case Study)

서지정보

· 발행기관 : 한국중소기업학회
· 수록지 정보 : 중소기업연구 / 33권 / 2호 / 43 ~ 57페이지
· 저자명 : 오수정, 조정은, 김수욱

초록

모듈화(modularity) 개념은 제조공정의 표준화된 단위들을 독립적으로 설계하되 전체로서 기능할 수 있도록 효과적으로 결합시킴으로서 대량고객화와 민첩성을 달성 하면서도 생산비용을 절감할 수 있는 운영전략이다. 이러한 모듈화 개념은 제조업 중심으로 발전되어 왔으나 최근 서비스 분야로 연구가 확장되고 있다. 서비스 산업 중에서도 특히 병원 서비스는 환자 개개인의 증상에 따른 맞춤 진료가 필요하며 병원을 찾은 환자들의 불만이 대부분 대기시간인 것과 긴급환자의 경우 빠른 처치가 필요하다는 점에서 고객화와 민첩성이 매우 중요하다. 또한 환자들의 부담을 줄이기 위해서 비용의 절감도 절실하다는 점을 고려할 때 모듈화된 서비스 아키텍쳐의 구축이 필요한 산업이다. 그러나 아직 많은 종합병원의 경우 고객의 니즈와 상관없이 의과대학의 과 중심의 조직구조를 가지고 있어 증가하는 고객의 요구에 대응하기 어려운 점이 있는 것이 사실이다. 이에 본 연구는 최근들어 기존의 과 중심의 진료체계에서 질환별 전문센터 중심의 진료체계로 변화하고 있는 대형병원들의 서비스 체계변화를 서비스 아키텍쳐의 모듈화라는 개념을 통해 분석하고 이를 통해 서비스 아키텍쳐 구축 방안과 시사점을 제공하고자 하였다. 실제 강동성심병원 일송두경부암센터 사례를 중심으로 분석한 결과 두경부 암센터로 인한 모듈화된 서비스 아키텍쳐의 구축은 진료 서비스의 대량고객화 및 민첩성을 증가시켰으며 이를 통해 서비스 생산의 효율성을 높이는 것은 물론 고객만족도 향상시켰음을 알 수 있었다. 또한 이는 궁극적으로 병원의 재무적 성과에도 긍정적 영향을 미친 것을 확인할 수 있었다. 결론적으로 본 연구는 병원산업에서 서비스 모듈화 개념을 적용하여 프로세스를 개선함으로써 서비스 모듈화가 서비스 기업의 생산성 향상을 위한 중요한 전략이 될 수 있음을 제시하였으며 나아가 서비스 모듈화에 대한 개념을 다른 서비스 산업에도 적용할 수 있도록 새로운 연구의 방향을 제시하였다는데 그 의의가 있다고 할 수 있을 것이다.

영어초록

The concept of the modularity is an operation strategy that designs standardized units that process independently, but functions as a whole by effective combination. This concept of modularity has been applied to design and develop the product for the components to be assembled in maximum variety in order to respond to the diversified and specialized needs of the customers in relation to the production in the manufacturing industry. It is known that the modular product structure is more flexible and applicable to changes compared to an integrated product structure and to increase the quickness of making the product by increasing the flexibility of the manufacturing process as well as enabling mass customization by producing diversified products economically. The concept of modularity has been developed intensively in the manufacturing industry, and the research on it has been spreading to the service industry recently but it is still scarce. Therefore, the purpose of this study is to find out how we can apply modularity in developing business services by exploring literature related to modularity and deploying the idea of modularity into services.
Especially the hospital service amoung the service industries requires the customized diagnosis depending on the symptoms of an individual patient. The customization and agility are very important because the complaints of the visiting patients are mostly the waiting time and rapid action is necessary for emergency patients. The structuring of the service architecture made in a module is an essential industry consideration that the reduction of cost is very serious to relieve the burden of the patients. However, it is true that it is difficult to respond to the increasing patients’ requirements because many general hospitals still have a medical school department oriented organization structure regardless of the customer needs. Therefore, this study analyzes the service system change in large scale hospitals where they are recently changing from the conventional department oriented examining system to the specialized center for each disease oriented examining system through the modularity of the service architecture and the idea for structuring and suggestions are suggested.
The case analysis has been adopted as a method of this study. The case is the Kangdong Medical Center of Hallym University which is located in Korea and it was analyzed intensively focused on the ‘Ilsong Head and Neck Cancer Center.’ Hallym University Medical Center has established a 15 center oriented medical consulting system that is focused on the diseases of the patients to overcome the shortcomings of the previous 24 department oriented system and to establish a more effective medical process. The multi cooperative consulting system by many departments is essential for head and neck cancer such as the ENT-Head and Neck Surgery, plastic surgery, diagnostic radio active department, physician, pathology, department of radio active tumor and department of rehabilitation across the diagnostic process, the treatment, restoration, and the rehabilitation after the treatment.
The previous department oriented system had difficulties to acquire accurate data for the history of disease due to the lack of a cooperative consulting system and it was hard to correspond jointly and it had the disadvantage of difficulties in post management of patients. Also it was inconvenient for the patients to have a consultation in the place where each department is located due to the characteristics of the services industry where the production and consumption occurred concurrently. Kangdong Medical Center has established a center for expansive patient customized consulting for cancer related to the head and neck to solve such problems. In the other words, these departments are made into a module organization structure and the service module is provided while these departments are combined and separated easily at the sub-platform of the center. The customized services satisfying each customer's needs can be served promptly through easier constitution of the necessary departments depending on the condition of the patients of head and neck cancer while keeping the independence of these departments through such a system.
The head and neck cancer center has established the following process for the provision of the services made in modules. First, physical space was acquired. The cooperative consulting space and the space of a meeting room to exchange the various opinions by the medical staff from many departments were acquired by means of widening the space by 4 times compared to the previous consulting space via the Head and Neck Cancer Center which is newly established in the annex building of Kangdong Medical Center. Second, the treatment guidelines were made for the patients of head and neck cancer from the foundation hospital and it was allowed for the patients information to be shared through the patients data base pool and network creation and the manpower to take the joint consulting in each department and the chasing control for the cancer patients. Third, the medical system for the Head and Neck Cancer Center has been established. Especially, the mobile operation team was constituted for the circulating consulting for the foundation affiliated hospitals and any patients who are treated by visiting any hospitals under the foundation can have a surgical operation by the mobile operation team anywhere if it is necessary, including the center. Fourth, there was a tumor board which had been performed for all the cancer patients twice a month in Kangdong Medical Center, but an independent tumor board was established as diversified approaches and treatments are necessary for head and neck cancer patients. It can be said that the cooperative consulting system for each department became easier through this.
The analyzed results from the cases in the Ilsong Head and Neck Cancer Center and Gangdong Sungshim Hospital showed that the structuring of the modularity service architecture has increased the mass customization and agility in the medical service owing to the Head and Neck Cancer Center and customer satisfaction was improved and the efficiency of the service production was improved as well. In addition, it was revealed that it ultimately made a positive influence on the financial accomplishment of the hospital.
Conclusively we expect that many service companies can understand the basic concept for the modular design of the service architecture and to apply it to the service process improvement based on this in the future through this case. However, the limit of this study is that it is difficult to generalize the analyzed findings because the comparison analysis has not been made for the various cases and the results from the productivity improvement has not been investigated in detail because the data for the accomplishment analysis were not sufficient. More specified and precise analysis is necessary through related case studies and practical surveys..

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