隨著臺灣健康產業越來越發達，國人用藥的習慣與機會也越來越普遍，但是倘若使用不慎，很可能會產生藥品糾紛。本研究以藥品供應商作為研究對象，試圖找尋藥品供應商在面臨危機時，如何進行決策並建立危機處理之方案。本研究使用三階段問卷，第一階段以及第二階段問卷是進行主要準則與次準則的重要性分析，先找出藥品供應商危機處理時具有重要性的主要準則及次要準則，建構出危機處理策略之層級結構，再訪問四位藥品供應商負責危機處理決策的經理人，對主要準則進行成對比較、次準則的重要性評估以及各方案滿足於次準則之「滿意度」評估，發展出尋找最佳危機處理策略的演算法則。使用成對比較法及模糊德菲法決定主要準則的權重，以模糊多評準決策法進行最適方案之評選後，建議危機處理時的方案依序是「危機關係人之管理」、「建立完整的危機溝通系統」、「危機事件處理」。

With the development of the medical sector in Taiwan, Taiwan's citizens are, on average, taking far more medicine than they used to take in the past. However, if people are careless in the way they use medicines, problems can result. This study examines the decision-making process that pharmaceutical suppliers use when dealing with a crisis and how they develop strategies for crisis management. The fundamental concepts we have adopted include the pairwise comparison, fuzzy Delphi method, fuzzy set theory and multi-criteria decision-making method. With the literature review and the investigations of key decision-makers at pharmaceutical suppliers, we construct the hierarchical structure for evaluating the optimum crisis management strategy. The concepts of triangular fuzzy number and linguistic variable are used to assess the preference ratings of linguistic variable, "importance" and "appropriateness". Through the hierarchy integration, we obtain the final scores of strategies. Then we use a revised Change and Chen's ranking method to rank the final scores for strategy selection of optimum crisis management strategy of drug provider in Taiwan.