Innovative Performance Measurement: an Integrative Perspective of Stakeholder's View

López-Fresno Palmira and Fernández-González Fernando
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López-Fresno Palmira: President - Service Quality Committee. Spanish Association for Quality. Spain
Fernández-González Fernando: General Manager - QmB Former Head of Neurophysiologist Department- Hospital Central de Asturias. Spain

Nang Yan Business Journal, 2014, vol. 2, issue 1, 131-139

Abstract: Business Process Management (BPM) has been increasingly focused as an holistic approach to manage organizations for better organizational effectiveness. BPM involves the use of innovative performance measurement systems to follow up, coordinate, control and improve processes and overall business efficacy and efficiency. In this paper we propose a global holistic perspective of integrated information, combining the view of all stakeholders and both qualitative and quantitative information, as a basic prerequisite for quality of information for better decision making. The paper includes findings from an empirical case study of measuring Parkinson's Disease Neurosurgery process, including stakeholder's view with an integrative perspective.

Keywords: Business Process Management (BPM); Improvement; Innovation; Integration; Process Performance; Stakeholders (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:nybujo:v:2:y:2014:i:1:p:131-139:n:13

DOI: 10.2478/nybj-2014-0033

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