Service Management of Special Care Units: Lessons Learned in Manufacturing

Gad Vitner, Shirly Bar-Lev, Erez Nadir, Michael Feldman and Shmuel Yurman
Additional contact information
Gad Vitner: Ruppin Academic Center, Israel
Shirly Bar-Lev: Ruppin Academic Center, Israel
Erez Nadir: Hillel Yaffe Medical Center, Israel
Michael Feldman: Hillel Yaffe Medical Center, Israel
Shmuel Yurman: Hillel Yaffe Medical Center, Israel

International Journal of Information Systems in the Service Sector (IJISSS), 2011, vol. 3, issue 1, 39-51

Abstract: Special care units express an increasing interest in adopting methods for quality management, previously developed and implemented in manufacturing firms. The paper examines the analogy between service management in special care units and the management of manufacturing processes. This paper is based on the authors’ implementation of ISO 9001:2000 in a neonatal intensive care unit. It maps the major processes and entities that create the treatment outcome, conducting a focused comparison between healthcare organizations/special care units and manufacturing organizations. To verify the performance of various major processes in healthcare the authors recommend the use of the Yield performance measurement. The literature review shows that a comparison between manufacturing and service organizations is both useful and valid even though service organizations differ from manufacturing organizations. Despite the complexities of treating humans and the level of uncertainty that goes hand in hand with health care decision making, strict product and/or customer treatment identification and specifications can raise the level of success in achieving positive results.

Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 018/jisss.2011010103 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jisss0:v:3:y:2011:i:1:p:39-51

Access Statistics for this article

International Journal of Information Systems in the Service Sector (IJISSS) is currently edited by John Wang

More articles in International Journal of Information Systems in the Service Sector (IJISSS) from IGI Global
Bibliographic data for series maintained by Journal Editor ().