The hospital as a typical service agencies, how to achieve customer satisfaction is a target for the hospital improvement. Through the basic industrial engineering method, as process analysis and value source and ECRS, combine the Fujian province people hospital outpatient case, and put forward improvement program to this courtyard outpatient service, in order to improve the operation efficiency of the hospital.%医院作为一个典型的服务型机构，如何实现顾客满意应该是医院改进的一个目标。通过工业工程流程程序分析法、价值流图、ECRS等改善手法，以福建省人民医院门诊就诊流程为例，提出对该院门诊流程的改善方案，以期提高该院门诊的运作效率。
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