Service Design With Applications To Health Care Institutions

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Service Design Practices for Healthcare Innovation

Mario A. Pfannstiel,Nataliia Brehmer,Christoph Rasche
Service Design Practices for Healthcare Innovation Book PDF

Author : Mario A. Pfannstiel,Nataliia Brehmer,Christoph Rasche
Publisher : Springer Nature
Page : 536 pages
File Size : 48,9 Mb
Release : 2022-01-19
Category : Medical
ISBN : 9783030872731

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Service Design Practices for Healthcare Innovation by Mario A. Pfannstiel,Nataliia Brehmer,Christoph Rasche Pdf

This book offers an overview of service design practices for healthcare and hospital management. It explores how these practices can help to generate innovations in healthcare and contribute to the improvement of patient-centered care. Respected experts, including scholars from various disciplines and practitioners from healthcare institutions, share essential insights into established research areas, fields of work and work structures, and discuss successful approaches, methods and tools. By illustrating innovative services, products, processes, systems, and technologies, as well as their application in practice, the authors highlight the role of participating stakeholders in service design projects and the added value that comes from sharing, communicating, networking and collaborating. This book is a must-read for scholars and practitioners in the hospital and healthcare sector. It will also appeal to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Service Design with Applications to Health Care Institutions

Oscar Barros
Service Design with Applications to Health Care Institutions Book PDF

Author : Oscar Barros
Publisher : Business Expert Press
Page : 230 pages
File Size : 50,6 Mb
Release : 2016-12-02
Category : Business & Economics
ISBN : 9781631575716

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Service Design with Applications to Health Care Institutions by Oscar Barros Pdf

This book is a sequel to Business Engineering and Service Design, published by this editorial, which provides the foundations of Business Engineering; it is dedicated to health care, presenting our view of the foundations for the design of institutions that provide such service, general architectures for making designs operative, and many real cases that show how to do formal design and the benefits to be obtained.

Business Engineering and Service Design with Applications for Health Care Institutions

Oscar Barros
Business Engineering and Service Design with Applications for Health Care Institutions Book PDF

Author : Oscar Barros
Publisher : Business Expert Press
Page : 290 pages
File Size : 43,5 Mb
Release : 2013-10-07
Category : Business & Economics
ISBN : 9781606496275

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Business Engineering and Service Design with Applications for Health Care Institutions by Oscar Barros Pdf

Business Engineering attempts to provide tools, as other engineering disciplines have, for the design of businesses. This implies that enterprises should be formally designed and that their architectures, including processes, people organization, information systems, IT infrastructure and interactions with customers and suppliers should be considered in a systemic way in such design. This Enterprise Design is not a onetime effort, but, in the dynamic environment we face, organizations have to have the capability to continuously evaluate opportunities to improve their designs. Our approach includes the integrated design of a business, its service configuration (architecture) and capacity planning, the resource management processes and the operating processes. Such an approach is based on general patterns that define service design options and analytical methods that make possible resource optimization to meet demand. This is complemented with technology that allows process execution with BPMN tools and web services over SOA. In summary we integrate the design of a business with analytics and supporting IT tools in giving a sound basis for Business Engineering Our proposal has been extensively tested and improved based on the experience with hundreds of projects in all types of service industries performed at the Master in Business Engineering of the University of Chile. Several of such cases, which have had impressive economics results, are summarized in the text. In particular, we have worked on hospital services, where research and development projects that have been performed in five public hospitals will originate general solutions, summarized in the book, which will eventually be implemented in over a hundred facilities.

Service Design and Service Thinking in Healthcare and Hospital Management

Mario A. Pfannstiel,Christoph Rasche
Service Design and Service Thinking in Healthcare and Hospital Management Book PDF

Author : Mario A. Pfannstiel,Christoph Rasche
Publisher : Springer
Page : 535 pages
File Size : 53,8 Mb
Release : 2018-12-28
Category : Medical
ISBN : 9783030007492

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Service Design and Service Thinking in Healthcare and Hospital Management by Mario A. Pfannstiel,Christoph Rasche Pdf

This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Design for Care

Peter Jones
Design for Care Book PDF

Author : Peter Jones
Publisher : Rosenfeld Media
Page : 376 pages
File Size : 55,5 Mb
Release : 2013-05-01
Category : Medical
ISBN : 9781933820132

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Design for Care by Peter Jones Pdf

The world of healthcare is constantly evolving, ever increasing in complexity, costs, and stakeholders, and presenting huge challenges to policy making, decision making and system design. In Design for Care, we'll show how service and information designers can work with practice professionals and patients/advocates to make a positive difference in healthcare.

Business Engineering and Service Design, Second Edition

Oscar Barros
Business Engineering and Service Design Second Edition Book PDF

Author : Oscar Barros
Publisher : Business Expert Press
Page : 254 pages
File Size : 51,7 Mb
Release : 2016-10-14
Category : Business & Economics
ISBN : 9781631575693

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Business Engineering and Service Design, Second Edition by Oscar Barros Pdf

This book provides the foundations of BE, reviews the disciplines integrated within its methodology, and presents plentiful evidence of its power by giving detailed application cases, including impressive results in private and public situations.

Service and Service Systems

Steve Baron
Service and Service Systems Book PDF

Author : Steve Baron
Publisher : Business Expert Press
Page : 162 pages
File Size : 55,6 Mb
Release : 2013-12-03
Category : Business & Economics
ISBN : 9781606495773

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Service and Service Systems by Steve Baron Pdf

This text is designed for use in a course in an applied international corporate finance for managers and executives. Instead of the encyclopedic approach, the text focuses on the two main issues of interest to managers who deal with overseas operations. The first main issue is how uncertain foreign exchange (FX) rate changes affect a firm's ongoing cash flows and equity value, and what can be done about that risk. The second main issue is the estimation of the cost of capital for international operations and the evaluation of overseas investment proposals. Numerous examples of real world companies are used.

All Services, All the Time

Doug McDavid
All Services All the Time Book PDF

Author : Doug McDavid
Publisher : Business Expert Press
Page : 150 pages
File Size : 43,5 Mb
Release : 2015-09-16
Category : Business & Economics
ISBN : 9781631572777

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All Services, All the Time by Doug McDavid Pdf

This book takes the position that organizations, such as businesses and government agencies, form a special class of living system. As such, they come into being, live through lifecycle stages, and can experience organizational health and various forms of organizational illness along the way. If the latter is frequent or extended, such organizations often die an untimely death. A services perspective can go a long way to combat this outcome and assist in maintaining organizational health. Allowing this perspective to permeate, an organization induces a consideration of its genuine value and leads to a greater understanding of the breadth of stakeholders who are the beneficiaries of it.

Service Excellence in Organizations, Volume II

Fiona Urquhart
Service Excellence in Organizations Volume II Book PDF

Author : Fiona Urquhart
Publisher : Business Expert Press
Page : 98 pages
File Size : 53,9 Mb
Release : 2019-06-03
Category : Business & Economics
ISBN : 9781949991185

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Service Excellence in Organizations, Volume II by Fiona Urquhart Pdf

This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

Service Thinking

Hunter Hastings,Jeff Saperstein
Service Thinking Book PDF

Author : Hunter Hastings,Jeff Saperstein
Publisher : Business Expert Press
Page : 166 pages
File Size : 51,9 Mb
Release : 2014-01-24
Category : Business & Economics
ISBN : 9781606496633

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Service Thinking by Hunter Hastings,Jeff Saperstein Pdf

This is a must-read for anyone trained in traditional process improvement or business architecture. In surprisingly clear language this book lays out the essentials of service thinking, and how the service paradigm transforms the way in which organizations innovate on behalf of their customers. It shifts the focus from product to experience, from one-sided production to co-creation of value, from the simply measurable to the emotional. I intend to buy a copy for every member of my team—Dart Lindsley, Cisco Sr. Manager of Transformation Planning and Analysis This book will introduce you to Service Science, Management and Engineering (SSME)—a term introduced by IBM to describe service science, which is the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another. The authors detail the disciplines, principles, insights and tools of SSME that are now ready to transition to the mainstream business world with transformative effect. They coin the new term “Service Thinking” to communicate this mainstream business transformation. It includes expository case histories of the service thinking-based transformation of familiar businesses, illustrating the seven principles of service thinking, with compelling examples and clear direction for application.

How Can Digital Technologies Improve Public Services and Governance?

Nagy K. Hanna
How Can Digital Technologies Improve Public Services and Governance Book PDF

Author : Nagy K. Hanna
Publisher : Business Expert Press
Page : 160 pages
File Size : 40,7 Mb
Release : 2017-04-04
Category : Business & Economics
ISBN : 9781631578144

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How Can Digital Technologies Improve Public Services and Governance? by Nagy K. Hanna Pdf

This book considers the opportunities and challenges of harnessing digital technologies for improved public services and governance. It focuses on the challenges of applying digital technologies in developing countries, where dramatic results can be realized. It addresses questions like these: How can digital technologies help enhance transparency, accountability, and participation to improve service design and delivery? Where are the opportunities to enhance key areas of governance and public service delivery? What are the promising practices to strengthen supply and mobilize demand for good governance and service delivery? What are the emerging lessons from recent experience? The author explains with real cases how ICT can be deployed to improve public sector efficiency and accountability for resource management; improve access and quality of public services for citizens; enhance transparency and reduce costs of government-business transactions, support entrepreneurship, attract private investment, and reduce the burden of regulation; and enhance the effectiveness of political oversight and policy institutions. This book details the importance of understanding the social, political, and institutional contexts and the policies that might scale up ICT for governance and public service improvement.

Modeling Service Systems

Ralph D. Badinelli
Modeling Service Systems Book PDF

Author : Ralph D. Badinelli
Publisher : Business Expert Press
Page : 169 pages
File Size : 50,7 Mb
Release : 2015-11-27
Category : Business & Economics
ISBN : 9781631570247

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Modeling Service Systems by Ralph D. Badinelli Pdf

This book invites the reader on a journey of discovery of service systems. From a Service-Dominant-Logic perspective, such systems are the building blocks of all economic activity, and innovation of new service systems holds the promise of a new industrial revolution. Users navigating web sites, customers interacting with intelligent mobile retail applications, patients interpreting advice from health-care professionals and other sources, students interacting with teachers and learning materials, city dwellers invoking smart service applications for transportation routing, and the unlimited variations of smart service systems that will be enabled by the Internet of Things and other technologies provide ample evidence of the need for service innovation. This book presents an overview of the foundational constructs of service science and models of co-creative systems, with the aim of enabling the reader to be a service innovator. The value proposition of this book is the opportunity to fill each reader's knowledge gaps and offer a comprehensive, coherent, and introductory overview of service system modeling.

Collaborative Innovation

Tony Morgan
Collaborative Innovation Book PDF

Author : Tony Morgan
Publisher : Business Expert Press
Page : 150 pages
File Size : 43,9 Mb
Release : 2017-03-07
Category : Business & Economics
ISBN : 9781631576324

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Collaborative Innovation by Tony Morgan Pdf

Innovation can be a challenging subject. At its worst, it is a meaningless buzzword. At its best, it is a means of driving differentiating value for an organization. But how can innovation be consistently achieved in the context of a client–service provider relationship? This publication provides a practical framework, with clear supporting recommendations, for clients and service providers to work together to overcome challenges and successfully manage, develop, and deliver innovation as a key part of their ongoing service relationship. Real-world experience, guidance, and examples are provided to assist and enable organizations to gain additional value with their service partners through delivery of innovation by design rather than by accident. Although targeted at service relationships between clients and external service providers, the content and recommendations are equally applicable and relevant for enterprises driving innovation internally or as part of a wider ecosystem.

Innovations in Hospice Architecture

Stephen Verderber,Ben J. Refuerzo
Innovations in Hospice Architecture Book PDF

Author : Stephen Verderber,Ben J. Refuerzo
Publisher : Taylor & Francis
Page : 405 pages
File Size : 51,9 Mb
Release : 2003-09-02
Category : Architecture
ISBN : 9781134338276

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Innovations in Hospice Architecture by Stephen Verderber,Ben J. Refuerzo Pdf

Providing much-needed focus on hospice projects in the context of unprecedented rates of societal ageing, this new reference book presents an overview of major recent developments in this rapidly evolving building type. The authors present an overview of the historical origins of the contemporary hospice and the diverse variations on the basic premise of hospice care, and offer a series of case studies of exemplary hospices. The most innovative work in this area over the past decade has been in Japan, the US, Canada and the UK, and the authors describe and analyze examples both as individual projects and as comparable yet differing approaches. Hospice Architecture will be essential reading for anyone involved in the planning, design and construction of hospices.

How Creating Customer Value Makes You a Great Executive

Gautam Mahajan
How Creating Customer Value Makes You a Great Executive Book PDF

Author : Gautam Mahajan
Publisher : Business Expert Press
Page : 156 pages
File Size : 51,7 Mb
Release : 2017-10-30
Category : Business & Economics
ISBN : 9781631579899

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How Creating Customer Value Makes You a Great Executive by Gautam Mahajan Pdf

Customer value is an overused and mis-understood term. Chris Ross said, ÒThere's a strong argument for changing the term 'marketing' and renaming it 'value creation'.Ó Companies fail to create value as well as they could because tools of customer value are not known. The author corrects this in simple steps by defining customer value, how it builds loyalty, market share, and profitability; and how customer value can be measured and created. This book also addresses managing steps such as a customer strategy, breaking silos, inter-departmental focus on the customer, measuring customer value added, circle of promises, customer-centric circles, bill of rights, total customer value management. Remember, if you create value for others, they will create value for you!