MANAGING INFORMATION TECHNOLOGY - AN EMPIRICAL-STUDY OF A COMPUTERIZED MANAGEMENT-SYSTEM IN AMBULATORY SERVICES AT CHANG-GUNG-MEMORIAL-HOSPITAL IN TAIWAN

This empirical study presents the motivation, planning process, system architecture, diffusion process, performance, and the cost/benefits o f a computerized system to automate the ambulatory services of Chang G ung Memorial Hospital in Taiwan. The technology substitution and diffu sion is analysed using both the Fisher-Pry growth model and Gompertz m ortality model. Major issues and the behaviour pattern under the life cycle stages of initiation, growing, stabilizing, and maturity are dis cussed. Comparisons of the performances before and after the automatio n, in terms of charging operation, error rates in medication dispensin g, patient's satisfaction level, and patient's waiting time, all indic ate significant improvements. The cost benefit ratio based on the firs t year tangible benefits only is estimated to be 2.8. Factors accounte d for the success include the top level management commitment, cross f unctional team, training, and promotion, system reliability and availa bility, and the right conversion strategy.