- Measurement plans for process flow improvement in services and health care
- Quality Engineering
- Volume | Issue number
- 25 | 4
- Pages (from-to)
- Document type
- Faculty of Economics and Business (FEB)
- Amsterdam School of Economics Research Institute (ASE-RI)
The discussion of performance measurement is often on a conceptual, not operational, level; advice on the operational and practical matters of obtaining data for process flow improvement is scarce.
We define a measurement plan and study four measurement study designs and corresponding methods and techniques, illustrating these with practical applications and solutions. The measurement plan is presented as a tool to organize the measurement systems for process flow improvement in services and health care.
Our study contributes terminology to the methodological development of improvement initiatives, and we present a tool for practitioners to organize the measurements in process flow improvement projects.
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