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Anne Katharina Cleven
Former Member
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PublicationHealthcare quality innovation and performance through process orientation: Evidence from general hospitals in SwitzerlandAs a primary factor of technological innovation, process orientation contributes significantly to an organization's overall productivity and quality improvement. While this proposition has been confirmed for profit-oriented or- ganizations of various industries, little research exists that validates the same statement in the healthcare sector. This paper proposes and evaluates a theoretical model that investigates the effect of process orientation on hos- pitals' competitiveness and performance. The concept of the balanced scorecard is applied to comprehensively cover all facets that constitute healthcare quality innovation. A set of hypotheses is proposed conceptualizing the direct and indirect effects of process orientation on hospitals' performance (identified as patient satisfaction and financial performance) through an increase of integral competitiveness (identified as workforce conditions, operational performance and clinical quality). The model is empirically tested by means of a questionnaire-based survey among clinical and administrative management of hospitals in Switzerland. 145 complete questionnaires from 129 hospitals are analyzed. Statistical results affirm that process orientation significantly enhances hospital performance. Workforce conditions and clinical quality prove to have a significant positive effect on patient sat- isfaction, whereas the hypothesized positive effect of operational efficiency on patient satisfaction is not support- ed. Moreover, results attest the positive effect of workforce conditions and operational efficiency on financial performance, while rejecting the effect of clinical quality on financial performance.Type: journal articleJournal: Technological Forecasting and Social ChangeVolume: 113Issue: Part B
Scopus© Citations 35 -
PublicationProcess management in hospitals: an empirically grounded maturity modelIn order to improve transparency and stabilise health care costs, several countries have decided to reform their healthcare system on the basis of diagnosis related groups (DRG). DRG systems induce active competition among hospitals, forcing them to become more efficient and effective. In consequence, hospitals are investing considerably in process orientation and management. However, to date there is neither a consensus on what capabilities hospitals need to acquire for becoming process-oriented, nor a general agreement on the sequence of development stages they have to traverse. To this end, this study proposes a theoretically grounded conceptualisation of process management capabilities and presents a staged maturity model algorithmically derived on the basis of empirical data from 129 acute somatic hospitals in Switzerland. The five maturity levels start with ‘encouragement of process orientation' (level 1), ‘case-by-case handling' (level 2), and ‘defined processes' (level 3). Ultimately, hospitals can reach the levels ‘occasional corrective action' (level 4) and ‘closed loop improvement' (level 5). The empirically derived model reveals why available maturity models for process management are not applicable in the hospitals context: Their comparatively high complexity on the one hand and their strong focus on topics like an adequate IT integration and process automation on the other make them inadequate for solving the problems felt in the hospital sector, which are primarily cultural and structural.Type: journal articleJournal: Business ResearchVolume: 7Issue: 2
Scopus© Citations 33 -
PublicationProjektübergreifendes Management - Der strategische Applikationslebenszyklus am Beispiel des BMW Q-Cockpit(Springer Vieweg, 2014-10-01)
;Seeser, GuenterType: journal articleJournal: HMD : Praxis der WirtschaftsinformatikVolume: 51Issue: 5 -
PublicationType: journal articleJournal: International Journal of Health Information Management ResearchVolume: 1Issue: 1
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PublicationProcess Performance Management - A Systematic Problem Analysis and Identification of Design PrinciplesBusiness processes are the means by which organisations create value. Consequently, organisations need to continuously monitor and control their processes' performance so as to provide a consistent and predictable execution quality. A number of today's organisations, however, appear to encounter difficulties with measuring and improving their processes' performance. In this paper, we set out to identify the gap between how organisations currently approach process performance management (PPM) and what they are striving to realise in the future. The systematic gap analysis results in a set of design factors that are valuable in guiding future design efforts for useful and relevant PPM solutions.Type: journal articleJournal: International Journal of Organisational Design and EngineeringVolume: 2Issue: 3
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PublicationFinding Balanced Scorecards for Business Driven IT Service Portfolio Management: A Literature Review(IGI Publishing, 2012)During the last decades information technology (IT) management has changed significantly. Starting from being a costly and rare resource in its very beginnings IT has evolved into a vital enabler for almost any kind of business today. This development demands for highly flexible management concepts allowing the business to actively control and govern IT performance. A meanwhile widely used approach for multi-dimensional performance measurement in the context of IT management is the Balanced Scorecard (BSC). With this article we aim at investigating the state of the art of IT BSC use through a comprehensive literature analysis. Moreover, we evaluate the adaptability of the different types of this concept to the most recent developments in IT management. Our findings show that even though an opulence of IT BSCs exists, they do not reflect recent developments of increased business orientation in IT management. We suggest that two new BSCs utilizing such business metrics need to be developed: A generic BSC for IT services and IT service portfolios.Type: journal articleJournal: International Journal of IT/Business Alignment and Governance (IJITBAG)Volume: 3Issue: 1
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PublicationTowards a business process-oriented approach to enterprise content management: the ECM-blueprinting frameworkIn today's digital information age, companies are struggling with an immense overloadof mainly unstructured data. Reducing search times, fulfilling compliance requirements, andmaintaining information quality represent only three of the associated challenges for all sectors ofindustry. A promising approach to address these challenges is called Enterprise ContentManagement (ECM). However, there are various obstacles organisations face when adoptingECM, since the key challenges of ECM are organisational rather than technological. In this article,we claim that in particular the consideration of an organisation's business process structure iscrucial for ECM success. As a result, we introduce a process-oriented, conceptual frameworkreferred to as ECM-Blueprinting that systemises the major steps of an ECM adoption, such ascontent and ECM software (ECMS) analysis. Our research leads us to conclude that ECM andBusiness Process Management (BPM) represent two strongly related fields of research.Type: journal articleJournal: Information Systems and e-Business ManagementVolume: 9Issue: 4
Scopus© Citations 47 -
PublicationTowards Private-Public Research Partnerships Combining Rigor and Relevance in DWH/BI Research: The Competence Center ApproachBusiness intelligence (BI) and data warehousing (DWH) research represent two increasingly popular, but still emerging fields in the information systems (IS) academic discipline. As such, they raise two substantial questions: Firstly, how rigorous, i.e., fundamental, constituent, and explanatory, is DWH/ BI research? and, secondly, how relevant, i.e., useful and purposeful, is this research to practitioners? In this article, the authors uphold the position that relevance and rigor are by no means dichotomous, but two sides of the same coin. Naturally, this requires well-defined approaches and guidelines-for scholarship in general and DWH/BI research in particular. Therefore, this paper proposes the competence center (CC) approach-a private-public partnership between academia and practice. The authors illustrate how the CC approach can be applied within the field of DWH/BI and suggest that a close link between research and practice supports both enhancing relevance to practice and strengthening rigor of research.Type: journal articleJournal: International journal of business intelligence research : IJBIRVolume: 1Issue: 2
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PublicationExploring The Shadows: IT Governance Approaches To User-Driven Innovation(Association for Information Systems, 2012-06-11)Information Systems (IS) researchers traditionally have the assumption that Information Technology (IT) innovations are conceived within the IT department. Developments like ubiquitous computing, web services and the emerging culture of digital natives challenge this foundational assumption as they enable individuals to implement their own IT innovations quickly. Placing such empowered individuals into a strictly regulated IT environment will drive them away from the IT department and towards their own IT solutions and inevitably to non-compliance. Such user- or business-driven solutions are not necessarily the result of strict policies or limited user rights but may be caused by the inability of the IT department to fulfil business needs. The phenomenon of user-driven fulfilment of requirements is called Shadow IT (SIT). While receiving very limited scholarly attention, SIT is a widespread challenge amongst IT departments. We employ a triangulation approach using three independent data sources to address this phenomenon within the three domains of IS research, IS Security (ISsec), IT Governance (ITG) and Business IT Alignment (BITA). Our findings suggest that practitioners follow three different ITG approaches to SIT based on their business or IT strategy: IT-control, user-oriented and user-driven.Type: conference paper
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PublicationTowards a Hospital Cooperation Maturity Model - Construction and Evaluation of a Maturity Model and a corresponding Tool for the Identification of Challenges and Success Factors for Cooperation in the Hospital Sector(University of Zurich, 2011-09-08)
;Bath, Peter A. ;Raptis, Dimitri A.Sen, Barbara A.Type: conference paper
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