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Service Management of Special Care Units: Lessons Learned in Manufacturing

Service Management of Special Care Units: Lessons Learned in Manufacturing
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Author(s): 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) and Shmuel Yurman (Hillel Yaffe Medical Center, Israel)
Copyright: 2011
Volume: 3
Issue: 1
Pages: 13
Source title: International Journal of Information Systems in the Service Sector (IJISSS)
Editor(s)-in-Chief: John Wang (Montclair State University, USA)
DOI: 10.4018/jisss.2011010103

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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.

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