Service Design And Service Thinking In Healthcare And Hospital Management
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| Author | : Mario A. Pfannstiel |
| Publisher | : Springer |
| Total Pages | : 535 |
| Release | : 2018-12-28 |
| Genre | : Medical |
| ISBN | : 3030007499 |
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.
| Author | : Mario A. Pfannstiel |
| Publisher | : Springer Nature |
| Total Pages | : 536 |
| Release | : 2022-01-19 |
| Genre | : Medical |
| ISBN | : 3030872734 |
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.
| Author | : Mario A. Pfannstiel |
| Publisher | : Springer Nature |
| Total Pages | : 469 |
| Release | : 2023-01-27 |
| Genre | : Medical |
| ISBN | : 303120168X |
This book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design. Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an important part of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience.
| Author | : Mario A. Pfannstiel |
| Publisher | : Springer |
| Total Pages | : 304 |
| Release | : 2016-12-16 |
| Genre | : Medical |
| ISBN | : 3319464124 |
This book demonstrates how to successfully manage and lead healthcare institutions by employing the logic of business model innovation to gain competitive advantages. Since clerk-like routines in professional organizations tend to overlook patient and service-centered healthcare solutions, it challenges the view that competition and collaboration in the healthcare sector should not only incorporate single-end services, therapies or diagnosis related groups. Moreover, the authors focus on holistic business models, which place greater emphasis on customer needs and put customers and patients first. The holistic business models approach addresses topics such as business operations, competitiveness, strategic business objectives, opportunities and threats, critical success factors and key performance indicators.The contributions cover various aspects of service business innovation such as reconfiguring the hospital business model in healthcare delivery, essential characteristics of service business model innovation in healthcare, guided business modeling and analysis for business professionals, patient-driven service delivery models in healthcare, and continuous and co-creative business model creation. All of the contributions introduce business models and strategies, process innovations, and toolkits that can be applied at the managerial level, ensuring the book will be of interest to healthcare professionals, hospital managers and consultants, as well as scholars, whose focus is on improving value-generating and competitive business architectures in the healthcare sector.
| Author | : Bo Edvardsson |
| Publisher | : Springer Nature |
| Total Pages | : 1031 |
| Release | : 2022-05-24 |
| Genre | : Business & Economics |
| ISBN | : 3030918289 |
This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
| Author | : Umar Zakir Abdul Hamid |
| Publisher | : Springer Nature |
| Total Pages | : 336 |
| Release | : 2023-07-20 |
| Genre | : Technology & Engineering |
| ISBN | : 3031293061 |
The productization of emerging technologies related to the Fourth Industrial Revolution (FIR) is now getting more attention across different industries. Compared to the previous industrial transformations that the world has seen which relied on mechanical innovations, the ongoing FIR is seeing software and data-driven products as the foundation. Apart from that, topics such as circular and sustainable economy as well as climate change are also disrupting the industrial ecosystem. For a viable and successful productization of emerging technologies, collaborations between interdisciplinary stakeholders are a necessity. One of the elements that has been identified to facilitate this collaboration is service design. This book aimed to provide comprehensive service design discussions for practitioners in different fields and sectors. The aim is to bridge the knowledge gap between experts in academia, business and product development, among many others, to provide a unified understanding of the importance of service design for the productization of emerging technologies. The book consists of an overview of emerging technologies product development and service design, as well as perspectives from different sectors of the industry. The book is expected to benefit multi-disciplinary researchers, practitioners and general audiences with interests in Service Design for Emerging Technologies.
| Author | : Elke Loeffler |
| Publisher | : Springer Nature |
| Total Pages | : 726 |
| Release | : 2020-11-23 |
| Genre | : Political Science |
| ISBN | : 3030537056 |
This Handbook provides a comprehensive and authoritative account of the movement towards co-production of public services and outcomes, a topic which has recently become one of the most intensely debated in public management and administration, both in practice and in the academic literature. It explores in depth the processes of co-commissioning, co-design, co-delivery and co-assessment as major approaches to co-production through citizen voice and citizen action and as key mechanisms in the co-creation of public value. The key debates in the field are fully explored in chapters from over 50 eminent authors in the field, who examine the roots of co-production in the social sciences, the growth of co-production in policy and practice, its implementation and management in the public domain, and its governance, including its negative aspects (the ‘dark side’ of co-production). A final section discusses different aspects of the future research agenda for co-production.
| Author | : Vanessa Rodrigues |
| Publisher | : Linköping University Electronic Press |
| Total Pages | : 165 |
| Release | : 2020-05-05 |
| Genre | : |
| ISBN | : 9179298672 |
Services are prone to change in the form of expected and unexpected variations and disruptions, more so given the increasing interconnectedness and complexity of service systems today. These changes require service systems to be resilient and designed to adapt, to ensure that services continue to work smoothly. This thesis problematises the prevailing view and assumptions underpinning the current understanding of resilience in services. Drawing on literature from service management, service design, systems thinking and social-ecological resilience theory, this work investigates how service design can foster resilience in service systems. Supported by empirical input from three research projects in healthcare, the findings show service design can contribute to the adaptability and transformability of service systems through its holistic, human-centred, participatory and experimental approaches. Through the analysis, this research identifies key intervention points for cultivating service systems resilience through service design, including the design of service interactions, processes, enabling structures and multi-level governance. The study makes two important contributions. First, it extends the understanding of service systems resilience as the collective capacity for intentional action in responding to ongoing change, coordinated across scales in order to create value. This is supported by offering alternative assumptions about resilience in service. Second, it positions service design as an enabler of service resilience by explicitly linking design practice(s) to processes that contribute to resilience. By extending the understanding of service systems resilience, this thesis lays the groundwork for future research at the intersection of service design, systemic change and resilience.
| Author | : Alan Godfrey |
| Publisher | : Academic Press |
| Total Pages | : 400 |
| Release | : 2021-07-06 |
| Genre | : Technology & Engineering |
| ISBN | : 0128189150 |
Digital Health: Exploring Use and Integration of Wearables is the first book to show how and why engineering theory is used to solve real-world clinical applications, considering the knowledge and lessons gathered during many international projects. This book provides a pragmatic A to Z guide on the design, deployment and use of wearable technologies for laboratory and remote patient assessment, aligning the shared interests of diverse professions to meet with a common goal of translating engineering theory to modern clinical practice. It offers multidisciplinary experiences to guide engineers where no clinically advice and expertise may be available. Entering the domain of wearables in healthcare is notoriously difficult as projects and ideas often fail to deliver due to the lack of clinical understanding, i.e., what do healthcare professionals and patients really need? This book provides engineers and computer scientists with the clinical guidance to ensure their novel work successfully translates to inform real-world clinical diagnosis, treatment and management. - Presents the first guide for wearable technologies in a multidisciplinary and translational manner - Helps engineers design real-world applications to help them better understand theory and drive pragmatic clinical solutions - Combines the expertise of engineers and clinicians in one go-to guide, accessible to all
| Author | : Yvonne Eriksson |
| Publisher | : CRC Press |
| Total Pages | : 293 |
| Release | : 2022-03-02 |
| Genre | : Design |
| ISBN | : 1000557146 |
Globalization and digitalization are buzz words in contemporary society. They affect both our private and our professional lives. Society has become more diverse with easier access to information and to virtual platforms that gives us opportunity to be in touch with colleagues, friends, family, etc. at any time. A complex environment is emerging wherein internet of things and big data are being integrated with products, production systems, healthcare, and daily activity and play an important part in decision making. This has an impact on future designs and the role of designers. Responsible designers with a holistic perspective are needed. The book highlights several aspects of design thinking such as Information Design and Critical Design. The meaning of culture, gender and disabilities are also discussed. The functions of Information Design are changing from ‘showing the way’, instruction manuals and graphic design. It will affect among others, healthcare technology, smart products and Industry 4.0. Design thinking perspective that includes users from the entire chain and from the producer to the end user of the product or service, is needed. This will also require gender and culture issues to be taken into consideration in designing products and services. Design thinking methods and critical aspects of design will contribute to an inclusive society.
