Value driven KPI design for health care

HEALTHINF 2010 - 3rd International Conference on Health Informatics, Proceedings

Volumn , Issue , 2010, Pages 121-131

  Johannesson, Paul ^a   Perjons, Erik ^a  

^a STOCKHOLM UNIVERSITY   (Sweden)

Author keywords

Enterprise modelling; KPI; Performance management; Service quality; SERVQUAL

Indexed keywords

ENTERPRISE MODELLING; KPI; PERFORMANCE MANAGEMENT; SERVICE QUALITY; SERVQUAL;

BENCHMARKING; HEALTH CARE; INFORMATION SCIENCE; MANAGEMENT; QUALITY OF SERVICE; SOCIETIES AND INSTITUTIONS;

HEALTH;

EID: 77956336442     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (16)

1. Adair, C.E, Simpson, L., Birdsell, J.M., Omelchuck, K., Casebeer, A.L., Gardiner H.P., Newman, S., Beckie, A., Clelland S., Hayden K.A., Beausejour, P. (2003) Performance Measurement Systems in Health and Mental Health Servicws: Models, Practices and Effectiveness. A State of the Science Review, The Alberta Heritage Founddation for Medical Research.
2. CONTSYS (2007), EN-13940-1:2007, Health Informatics - Systems of concepts to support continuity of care. Part 1: Basic Concepts.
3. Eckerson W. (2006) Performance Dashboards. Measuring, Monitoring and Managing Your Business, John Wiley.
4. Gill L., White L. (2009) A critical review of patinet satisfaction, In: Leadership in Health Services, vol. 22, no 1, pp 8-19, Emerald Group Publishing.
5. Gronroos, C. (1984) "A Service Quality Model and Its Marketing Implication", European 18, no 4, pp 36-44.
6. Gupta, H. D. (2008) Identifying Health Care Quality Constituents: Service Providers' Perspective, Journal of Management Research, vol 8, no 1.
7. Henkel, M., Johannesson, P., Peijons, E., Zdravkovic, J., "Value and Goal Driven Design of E-Services", The IEEE International Conference on e-Business Engineering (ICEBE'07), Hong Kong, China, October 24-26.
8. Johannesson, P. and Peijons, E. (2009) "Managing Complexity through Value Modeling", In: Healthcare IT Management, vol. 4, issue 2.
9. Jun, M., Peterson R.T., and Zsidisin G.A. (1998) The identification and Measurment of Quality Dimension in Health Care: Focus Group Interview Results, Health Care Managemnt Review, 23(4): 81-96.
10. Karassavidou E., Glaveli, N., Papadoupoulos, C.T. (2009) Quality in NHS hospitals: no one knows better than patients, In: Measuring Business Excellence, vol. 12, no. 1, pp. 34-46.
11. Kartseva V., Hulstijn J., Gordijn J. and Tan Y-H (2007). Control Patterns in a Healthcare Network. In Alan Bmong and Marijn Janssen editors, Proceedings of the 8th Annual International Conference on Digital Government Research (DGO'2007), Pages 66-75, Digital Government Research Center.
12. Kilboume, W.E, Duffy, J.A., Duffy, M., and Giarchi, G. (2004) SERVQUAL in cross-national measurements of health care quality, In: Journal of Service Markeing, Volume 18, No 7 pp. 524-533.
13. Parasuraman A., Zeithami, V.A., and Berry, L.L. (1985) "A conceptual model of service quality and its implication for future research", Journal of Marketing, vol. 49, no. 4, pp 41-50.
14. Parasuraman A., Zeithami, V.A., and Berry, L.L. (1988) "SERVQUAL: a multiple-item scale for measuring consumer perception of service quality", Journal of Retailing, vol. 64, no. 1, pp 12-40.
15. UN/CEFACT Modeling Methodology (2008) User Guide. Accessed Nov, 2008, http://www.unece.org/cefact/.
16. Walburg, J. (2006) "The outcome quadrant". In: Walburg J., Bevan H., Wilderspin J. and Lemmens K. (eds) Performance Management in Health Care. Improving patient outcomes: an integrated approach, Routledge, UK.