University of Twente Student Theses


Strategic insight in the Capacity & Efficiency with Hospital data

Seidel, Carina (2015) Strategic insight in the Capacity & Efficiency with Hospital data.

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Abstract:This research focuses on the strategic insight of operational business capacity and volume of the patient care process. The reason for this research was to generate new insights on how to monitor, report and measure the operational business capacity and volume of a hospital. The approach is problem oriented and conducted at the Radboudumc in the Netherlands. The design science research methodology from Pfeffers, Tuunanen, Rothenberger, and Chatterjee (2007)was used. This is an approach which focuses on the development of information systems. The objective of the solution is to gather information from the hospital systems to give insight in the operational business capacity. In the literature there was no solution found which deals with the same problem. Therefore literature study about strategy, management information systems, Balanced Scorecard, business capacity were conducted to create a theoretical concept. This results in an ideal BSC for the healthcare and indicators for the perspective; internal process. In the design and development phase the design construct was created, which represents the development from the organisation strategy to the internal process perspective. Based on the design construct the testable construct is developed which includes the measures. The indicators within the testable construct are based on the literature. Therefore interviews have been hold to gather information. The testable construct emphasises the outcome and performance drivers according to Kaplan and Norton (1996). For the demonstration of the testable construct a prototype in Tableau was developed, which visually presents the indicator with hospital data. The validation was conducted in two phases. The first phase was to transform the desired abstract; the testable construct, to the actual abstract; the prototype. In this phase the availability of the data was checked and the current reports were considered. The second phase was the iteration process which was used to develop the prototype. There were eleven interviews hold with ten internal experts and one external on the topic of operational business capacity and volume. During the first phase the availability of the data was a concern. There is only one performance driver available of a total of nine. The performance drivers are crucial to the construct. They report the measures and give the critical insight to determine the efficiency of the patientcare process. In the second phase the interviewees agreed that the current report holds insufficient information about the operational business capacity and volume. The experts confirmed that the testable construct identified the information which is needed to monitor the operational business capacity and volume. The performance drivers are identified by the experts as relevant. The prototype cannot provide strategic insight, due to the lack of data about performance drivers and that the strategic goals cannot (current formulation) not be direct related to the operational business capacity and volume. Yet the prototype was seen as an improvement, which gave them more information and new insights. The contribution of this research is the model on how to develop an information system (Tableau) for hospitals about the strategic insight in operational business capacity and volume. This model is applied to the Radboudumc and the measurements are validated by experts. The BSC model can be used to develop information and indicators for the other perspectives. This will need further studies to gather information. The current prototype can be used to develop targets and generate strategic goals. If the information about the realised capacity and the available capacity can be gathered, the historical data can be used to forecast the information.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:54 computer science, 85 business administration, organizational science
Programme:Business Administration MSc (60644)
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