CRM systems in German Hospitals [electronic resource] : illustrations of issues & trends

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자료유형	단행본
서명/저자사항	CRM systems in German Hospitals [electronic resource] : illustrations of issues & trends/ Mahesh S. Raisinghani ... [et al.].
개인저자	Raisinghani, Mahesh S., 1967-,
단체저자명	NetLibrary, Inc.
발행사항	Hershey, PA: Idea Group Pub., c2005.
ISBN	1417576669 (electronic bk.)
일반주기	Caption title. "IT5760." "This article appears in the journal, Journal of Cases on Information Technology, Vol. 7, No. 4." Title from e-book title screen (viewed Feb. 12, 2005).
서지주기	Includes bibliographical references.
이용제한사항	Made available through NetLibrary; access may be limited to NetLibrary affiliated libraries.
요약	German public hospitals face governmental and regulatory pressures to implement efficiency and effectiveness metrics, such as the classification of a Diagnosis Related Groups (DRG) system, by the year 2005. The current average patient stay of nine days in German hospitals is relatively high compared to France with 5.5 days and USA with 6.2 days. CRM will help increase customer satisfaction, loyalty and retention. Multiple case studies, including one German hospital compared to two Dutch hospitals, as well as interviews with the management of two additional German hospitals, reveal that no hospital currently has an integrated CRM system. Rather, separate organizational functions collect and store quantitative and qualitative patient data. Furthermore, the challenges of data sharing and data security are significant barriers for technological changes in hospitals. This study focuses on CRM in a modern German hospital as it realigns its processes and strategies in order to focus on efficiency and customer satisfaction in a very competitive market.
시스템주기	Mode of access: World Wide Web.
일반주제명	Patient satisfaction --Information technology --Germany. Customer relations --Information technology --Germany. Hospitals --Germany --Administration --Data processing. Management information systems --Germany.
언어	영어
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