서비스 생산성의 동적 현상에 대한 고찰: 병원 응급실을 중심으로
An Investigation on the Dynamic Nature of Service Productivity: A Hospital Emergency Room Case
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서비스 산업이 국가 경제에 미치는 영향력이 지속적으로 증가함에 따라 서비스 산업의 생산성을 향상시키려는 노력이 다양한 각도에서 진행되어 왔다. 그러나 이러한 연구들은 대부분 제조업 중심의 접근 방식을 서비스에 적용시켜 보려고 하였을 뿐 제조업 대비 서비스업이 가지는 고유한 특징이 충분히 반영된 새로운 접근 방식을 개발해 내는 데는 한계를 가져왔다. 생산성 측면에서 볼 때, 제조업에서의 생산성은 작업 능력의 변동성이 낮은 기계 설비에 의해 결정되는 것에 반해 서비스 산업의 생산성은 작업능력이 일정하지 못하고 비선형적인 특성을 지니는 인적 자원들에 결정된다. 따라서 서비스 산업에서는 생산성 향상을 위한 노력은 이러한 차이점을 충분히 반영하여야 할 것이다. 본 연구에서는 이러한 인적 자원 의존도가 높은 병원 서비스 가운데 내원환자의 변동성이 큰 응급실을 대상으로 하여 인적 자원의 생산성의 비선형성을 살펴보고자 한다. 선행 연구에서 이미 서비스 인적자원 생산성의 비선형적인 특성을 일으키는 원인으로 작업강도를 지적하고 이를 입증해 보였다. 본 연구에서 추가적인 원인으로서의 인적자원의 소진현상에 집중하여 병원 응급실 상황에서의 그 영향을 입증하고자 한다. 즉, 작업 요구량이 증가함에 따라 어느 정도까지는 작업강도의 영향으로 생산성이 증가하지만 작업 요구량이 어느 한도를 초과하게 되면 피로의 누적 등으로 인해 인적자원의 생산성이 감소하는 소진현상이 반영되었을 때 보다 정확한 병원 응급실 시스템 시뮬레이션이 가능함을 보이고자 한다.
Abstract
Service productivity tends to depend on human resources, whose capacity tends to vary and form nonlinear relationships with various influential factors, while manufacturing productivity tends to depend on machines and equipment whose variability tends to be much lower than human resources. Operational efforts to improve service productivity needs to consider this difference. Hence, this research intends to identify and examine such characteristics of service productivity in the context of the operation of a hospital emergency room whose productivity tends to be heavily dependent upon human resources. In the current research we consider the effect of burnout in a hospital emergency room and try to show burnout as one cause of such nonlinear characteristics of service productivity. When work schedule intensity reaches a certain level, productivity can decrease for various reasons such as accumulated fatigue. We consider this burnout phenomenon and empirically demonstrate the existence of such a factor in the case of the operation of a hospital emergency room. Consequentially, we show that a system dynamics simulation of a service system such as a hospital emergency room with built in consideration of a "burnout" factor depicts the real system more closely than the counterpart does.
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