隨著經濟的發展，平均壽命的增加，國人逐漸意識到健康檢查的重要性，政府也強調「預防勝於治療」之概念，使得自費健康檢查的市場逐年茁壯，各大醫院的健檢服務也日趨競爭，除了提供優良的設備、舒適的環境…等，最重要的是顧客之滿意度，然而，近年來顧客不滿健檢流程之等候時間過長，其中包含許多原因，逐步探討是否為流程安排不順暢、人力資源不足、瓶頸站，甚至是不同年齡、性別之流程也有所不同，便是一項重要之課題。
本研究以亞東紀念醫院菁英健康管理中心為研究對象，主要研究其高階健檢中心。首先，了解個案人力資源配置、檢查儀器數量、環境設備位置；其次，探討個案之問題，例如顧客報到問題、等候問題，以及造成顧客不滿意之要因分析；最後，利用Arena模擬系統輸入以下參數：(1)報到時間(2)不同顧客之比例(3)不同顧客之流程(4)各檢查項目之樣本分配(5)服務人員數量，建立符合個案之模擬模型。
本研究透過不同的改善策略包含：(1)增加顧客人次(2)調整顧客比例(3)增加瓶頸站資源(4)調整顧客報到時間，分別模擬並分析改善前後之人力資源利用率、等候時間與總檢查時間，並計算時間縮短比率。模擬結果得到增加瓶頸站資源和調整顧客報到時間最能有效地減少等候時間與總受檢時間，且增加瓶頸站資源同時，利用率降低，達到舒緩排隊之情形；並且，透過模擬後得知，當顧客在沒有遲到的情況下，平均能夠三小時完成全部受檢項目。往後可藉由本研究之模擬模型，修改符合不同健檢中心之參數，針對不同改善策略模擬，以達到目標。

With economic development and increase of average lifespan, the people gradually recognize the importance of health examination. The government also emphasizes the concept of “prevention is better than cure”. Hence, market of health examination at personal expense expands year by year. Health examination service in hospitals becomes more competitive. However, in recent years, customers complain about the long waiting of health examination process. It includes several causes. It is important to explore if it is the problem of process arrangement, lack of human resource, bottleneck and even age and gender. This study treats Health Management Center Premier Class, Far Eastern Hospital as the subject. It mainly probes into the high-level health examination center and by Arena system, it inputs the following parameters: 1) arrival time 2) percentages of different customers 3) process of different customers 4) sample distribution of examination items 5) number of service personnel. It constructs simulation model which matches the cases. By simulating different improvement strategies: 1) increase of customers 2)adjustment of customer percentage 3)increase of bottleneck resource 4)adjustment of customers’ arrival time, it analyzes utilization rate of human resource before and after improvement and difference of waiting time and total examination time. According to simulation result, increase of bottleneck resource and adjustment of customers’ arrival time can the most effectively lower waiting time and total examination time. Besides, after simulation, when customers are not late, in average, they can finish all examination items in three hours. In the future, by simulation model of this study, we can modify the parameters to comply with different health examination centers and conduct simulation according to various improvement strategies to accomplish the goal.

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