Performance measurement system for healthcare processes

Abstract

PurposeThe purpose of this article is to provide an overview and evaluation of performance measurement systems and also present a framework for the selection of an appropriate performance measurement system for healthcare processes.Design/methodology/approachThe paper provides a brief review of the existing performance measurement frameworks. On the basis of review, performance measurement system criteria are identified and accordingly a framework has been proposed for measuring performance in healthcare processes.FindingsThe measurement of performance of a healthcare organization is still an unresolved issue. A performance measurement system should be sensitive to changes in the external and internal environment of an organization. The proposed framework measures performance from a multi and interrelated perspective, namely efficiency, effectiveness and flexibility.Practical implicationsThe study will help the healthcare organization to know how they are performing; it will also help in benchmarking the organization so that customers know the value of the money they pay for the service.Originality/valueThe framework presented provides a performance measurement system for healthcare processes that is sensitive to change in the external and internal environment of an organization.

State of the art literature review on performance measurement

“…In most of the productivity-focused industrial engineering and service companies in addition to PMSs, continuous improvement approaches such as Lean and Six Sigma, are increasingly being used to measure and improve performance of business and administrative processes of industrial, service and public sector organisations (Baker, Beitsch, Landrum, & Rebecca, 2007;Greiling, 2006;Kanji & Sá, 2007;Purbey, Mukherjee, & Bhar, 2007;Swinehart & Smith, 2005). Emphasis of the PMS in the continuous improvement approaches results in :…”

Supply management practices and performance in the Canadian hospitality industry

“…Performance measurement provides the basis for an organization to assess how well it is progressing towards its predetermined objectives, and helps it to identify areas of strengths and weaknesses to decide on future initiatives; the goal of these assessments is to improve organizational performance (Purbey et al, 2007). In today's hospitality environment, the true measure of company success lies in an organization's ability to continually satisfy customers (Gabbie and O'Neill, 1996).…”

Linking Hospital Supply Chain Processes and Performance to Identify Key Performance Indicator

“…The previous studies regarding hospital supply chain performance seem incomplete. Some studies present only the performance framework without considering the supply chain of hospital such as [4,5]. Some studies aim the improve the particular process so the focus is place on certain activities in hospital supply chain without considering performance of hospital supply chain as a whole [6,7].…”