Building customer centric operations : Defining the core processes for customer orientation
Moisio, Anni (2014)
Metropolia Ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014090713781
https://urn.fi/URN:NBN:fi:amk-2014090713781
Tiivistelmä
The health care sector in Finland is going through a period of changing structures because of growing demand and shrinking resources. HUS is responding this change by setting up center of excellences and organizing operations into services.
This thesis aims to find the possible integration points from the current care processes for the Cancer Center in a way that the defined cancer-core process will meet the set requirements regarding customer centricity and scalability. Processes under investigation are breast cancer process and neuro-oncological process.
The theoretical framework of the work is built on the value co-creation model where the customer is defining how his/her needs are encountered under the circumstances. Yet considering the rigid bureaucracy, hierarchy and economical requirements finding the correct balance and way of meeting the customer needs is crucial. From theoretical perspective the framework seeks answer from lean methodologies, relational bureaucracy, scalability and balanced metrics.
The current status analysis reveals the multiple contact points that customer needs to be able to manage just inside the clinical process leaving out all support contacts and other networks relevant for the everyday life. Another findings are the amount of waiting person needs to be prepared to do during the process and unstructured knowledge transfers during transitions from care units to other or between care paths.
As a result a structured approach based on the theoretical framework to manage waiting, contacts and transitions is proposed. Also a general model for increasing customer orientation is presented. A possible concept for digital services is proposed as the current trend and on-going projects in the health care sector are aiming to create customer value also by digital services.
This thesis aims to find the possible integration points from the current care processes for the Cancer Center in a way that the defined cancer-core process will meet the set requirements regarding customer centricity and scalability. Processes under investigation are breast cancer process and neuro-oncological process.
The theoretical framework of the work is built on the value co-creation model where the customer is defining how his/her needs are encountered under the circumstances. Yet considering the rigid bureaucracy, hierarchy and economical requirements finding the correct balance and way of meeting the customer needs is crucial. From theoretical perspective the framework seeks answer from lean methodologies, relational bureaucracy, scalability and balanced metrics.
The current status analysis reveals the multiple contact points that customer needs to be able to manage just inside the clinical process leaving out all support contacts and other networks relevant for the everyday life. Another findings are the amount of waiting person needs to be prepared to do during the process and unstructured knowledge transfers during transitions from care units to other or between care paths.
As a result a structured approach based on the theoretical framework to manage waiting, contacts and transitions is proposed. Also a general model for increasing customer orientation is presented. A possible concept for digital services is proposed as the current trend and on-going projects in the health care sector are aiming to create customer value also by digital services.