基于TQM的O2O医药电商服务质量控制体系研究  

Researches on The Service Quality Management System of O2O Medical E-commerce Based on TQM

作　　者：崔芳芳 孙东旭[1,2] 曹明波 石金铭 翟运开 赵杰[1,2] Cui Fangfang(The First Affiliated Hospital of Zhengzhou University,Zhengzhou,P.R.China)

机构地区：[1]郑州大学第一附属医院,河南郑州450052 [2]互联网医疗系统与应用国家工程实验室 [3]郑州大学管理工程学院

出　　处：《中国卫生事业管理》2021年第4期244-247,共4页Chinese Health Service Management

基　　金：国家重点研发计划“精准医学研究”重点专项(2017YFC0909900);河南省高校科技创新团队支持计划(20IRTSTHN028)。

摘　　要：互联网技术的快速发展促使医药行业进入电商服务时代,线上线下相结合(O2O)的医药电子商务服务模式是未来医药电商发展的趋势,具有参与主体多、线上线下服务环节多的特点,且存在发展不成熟、服务模式不清晰、质量控制体系不健全的问题。本研究分析了O2O医药电商服务内涵,并基于全面质量控制(TQM)理论,从管理组织体系、评价体系、监管体系和支撑保障体系四个方面构建了O2O医药电商服务全程质量控制体系,为O2O医药电商服务的良性发展提供参考。The rapid development of Internet technology has prompted the pharmaceutical industry into a new stage of E-commerce services. The online to offline(O2 O) service model is the development trend of pharmaceutical E-commerce in the future, which has the characteristics of multiple participants and complicated service links, and has the problems of immature development, unclear service patterns, and imperfect quality control system. The connotation of O2 O medical E-commerce was analyzed. And an overall quality control system was developed from four aspects of management organization system, evaluation system, supervision system and support guarantee system based on total quality management(TQM) theory, which can provide a reference for the positive development of O2 O medical E-commerce.

关 键 词：全面质量管理 医药电子商务 线上线下 质量控制 

分 类 号：R197[医药卫生—卫生事业管理]