Service Model Innovation in Hospitals: Beyond Expert Organizations

Rasche, Christoph; Margaria, Tiziana; Floyd, Barry D.

doi:10.1007/978-3-319-46412-1_1

Cited by 13 publications

(6 citation statements)

References 4 publications

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“…Lean is based on continuous improvement and a focus on people, both customers and personnel (Womack, 1996;Grunden et al, 2012). Lean essentially means following the customer's path through the service process and monitoring that process through the customer's eyes to become a customer-centered service organization (Rasche 2017). Following the customer path through the service process and developing and planning the new process contribute to more successful implementation of the digital service.…”

Section: Operations As Standardized Service Processesmentioning

confidence: 99%

Digital Transformation – From Connecting Things to Transforming Our Lives

2017

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This paper focuses on the design and development of a noninvasive smart and pervasive mobile solution to measure blood glucose without the need for drawing blood or pricking fingers. Specifically, it examines the possibility of sensors using Terahertz (THz) technology to measure blood glucose. This paper reports on a research in progress looking at identifying and then designing superior strategies for measuring blood glucose. It presents the central role that measuring blood glucose plays in diabetes care management. It then highlights the current methods and problems and concerns with finger pricking. From there, the paper proffers a non-invasive solution using THz technology to measure blood glucose and outlines the approach to design and develop such a solution using a decision science methodology.

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Section: Operations As Standardized Service Processesmentioning

confidence: 99%

Digital Transformation – From Connecting Things to Transforming Our Lives

2017

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“…Thus, the TTTPPP framework calls for alignment with sustainability issues since medical value creation must comply with the value of data privacy. Striking a balance between privacy value, patient value, and profit value is a key challenge for astute 360-degree healthcare navigation [4,[14][15][16].…”

Section: Tttppp Frameworkmentioning

confidence: 99%

“…In contrast to other industries and potential new entrants, hospitals are anything but service-, client-, and/or process-driven [4]. This explains their vulnerability to the aggressive MedTech and HealthTech visions of digital tycoons such as SAP, Google, Salesforce, Amazon, and Apple, which challenge entrenched wisdom.…”

Section: Introductionmentioning

confidence: 99%

IT-Based Decision Support for Holistic Healthcare Management in Times of VUCA, Disorder, and Disruption

2023

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The healthcare landscape is facing serious changes driven by digitalization and its VUCA (volatile, uncertain, complex, and ambiguous) conditions. These disrupt the stability of the old order and its static routines. In addition, the global pandemic, technological advances, and patients’ desire for customer rights are reinforcing the need for an accelerated paradigm shift in established healthcare organizations. However, most healthcare organizations are still struggling to close the digitalization gap. They are unprepared to evolve into dynamic VUCA service organizations. To help healthcare organizations to better understand and adapt to the new conditions, we propose an IT-based multi-perspective analysis process enabling holistic understanding and decision-making to derive customized digitalization strategies. To achieve this, it is essential to develop a semantic layer of knowledge mapping and integration. This article introduces the GOLD Framework and its corresponding IT-tool support to derive a holistic understanding based on selecting and connecting suitable methods/theories and guiding the users in their correct use. The required formalization of the IT-tool support ensures consistency and is the basis for continuous improvement. The approach covers the complete process, from sensing new opportunities and/or threats to seizing organization-specific strategies to transforming towards digitally enabled service organizations. Its novelty is threefold: (1) It offers a new level of shared understanding and stakeholder alignment by making the holistic dependencies visible and tangible; (2) it guides the diverse stakeholders step by step; (3) and is based on a standardized approach which however also enables and supports the customization of steps and guidance to better suit the targeted domain and its needs.

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Section: Operations As Standardized Service Processesmentioning

confidence: 99%