HEALTHCARE:ACOMPLEXSERVICESYSTEM

摘要： Healthcareisindeedacomplexservicesystem,onerequiringthetechnobiologyapproachofsystemsengineeringtounderpinitsdevelopmentasanintegratedandadaptivesystem.Ingeneral,healthcareservicesarecarriedoutwithknowledge-intensiveagentsorcomponentswhichworktogetherasprovidersandconsumerstocreateorco-producevalue.Indeed,theengineeringdesignofahealthcaresystemmustrecognizethefactthatitisactuallyacomplexintegrationofhuman-centeredactivitiesthatisincreasinglydependentoninformationtechnologyandknowledge.Likeanyservicesystem,healthcarecanbeconsideredtobeacombinationorrecombinationofthreeessentialcomponents–people(characterizedbybehaviors,values,knowledge,etc.),processes(characterizedbycollaboration,customization,etc.)andproducts(characterizedbysoftware,hardware,infrastructures,etc.).Thus,ahealthcaresystemisanintegratedandadaptivesetofpeople,processesandproducts.Itis,inessence,asystemofsystemswhichobjectivesaretoenhanceitsefficiency(leadingtogreaterinterdependency)andeffectiveness(leadingtoimprovedhealth).Integrationoccursoverthephysical,temporal,organizationalandfunctionaldimensions,whileadaptationoccursoverthemonitoring,feedback,cyberneticandlearningdimensions.Insum,suchservicesystemsashealthcareareindeedcomplex,especiallyduetotheuncertaintiesassociatedwiththehuman-centeredaspectsofthesesystems.Moreover,thesystemcomplexitiescanonlybedealtwithmethodsthatenhancesystemintegrationandadaptation. ... （共26頁）