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| Abstract : Universiti Pendidikan Sultan Idris |
| Kajian ini bertujuan untuk memodelkan kejuruteraan semula proses perniagaan bagi pengurusan permohonan Tabung Bantuan Perubatan di hospital. Pemodelan ini melibatkan pengkajian ke atas proses perniagaan sedia ada (As Is Process) di Unit Kerja Sosial Perubatan (UKSP) yang berperanan membantu pesakit dalam membiayai kos peralatan perubatan melalui Tabung Bantuan Perubatan (TBP). As Is Process ini mula mengalami kelewatan disebabkan bilangan permohonan yang semakin meningkat, penglibatan beberapa individu, proses kerja yang bertindih, dan beberapa kaedah yang dilakukan secara manual. Maka, kajian ini dijalankan untuk mengenalpasti proses-proses yang boleh diperbaiki atau dihapuskan dan membangunkan satu proses yang baharu (To Be Process) tanpa menjejaskan fungsi asalnya melalui metodologi B2Lean, iaitu gabungan Business Process Reengineering (BPR) dan Lean Thinking. Kajian ini menggunakan kaedah penyelidikan kualitatif melibatkan reka bentuk kajian kes. Seramai tujuh (7) orang pegawai dan kakitangan UKSP dari Hospital Raja Permaisuri Bainun, Ipoh telah dipilih sebagai subjek kajian. Tiga (3) jenis instrumen digunakan, iaitu carta alir As Is Process, protokol temu bual dan senarai semak bagi As Is Process dan To Be Process. Pengumpulan data dilakukan menerusi kaedah pemerhatian dan temu bual. Dapatan kajian melalui kaedah pemerhatian menunjukkan sebanyak 242 minit diperlukan untuk melengkapkan To Be Process, manakala dapatan melalui kaedah temubual pula menunjukkan sebanyak 266 minit diperlukan untuk melengkapkan proses yang sama. Purata untuk kedua-dua dapatan ini berjumlah 254 minit berbanding 527 minit yang diperuntukkan untuk As Is Process. Dari segi pemprosesan masa, penjimatan sebanyak 52% berjaya dicapai untuk melengkapkan keseluruhan proses permohonan. Kesimpulannya, proses baharu ini berupaya meningkatkan prestasi UKSP dalam mengendalikan permohonan tabung bantuan perubatan. Implikasi kajian ini adalah penggunaan aliran kerja baharu ini yang dapat membantu hospital di Malaysia menguruskan permohonan bantuan perubatan dengan lebih cekap dan efisyen lagi. |
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