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Excellence in Service Management: An Interdisciplinary Approach Introduction

Excellence in Service Management: An Interdisciplinary Approach Introduction. Giovanni Mummolo European Academy on Industrial Management XXIX Conference Palace Hotel, Bari (I) 4-7 October 2007.

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Excellence in Service Management: An Interdisciplinary Approach Introduction

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  1. Excellence in Service Management:An Interdisciplinary ApproachIntroduction Giovanni Mummolo European Academy on Industrial Management XXIX Conference Palace Hotel, Bari (I) 4-7 October 2007

  2. Outline of the Session on:Excellence in Service Management for Health-care Industry: An Interdisciplinary ApproachPart 1: Change Management in Health-care OrganizationsPart 2: High-level Research and Education: Key- services for Developing an Industrial Biotech Cluster

  3. Change Management in Health-care Organizations • Reasons for Change (Why) • Fields of Change (Where) • Strategies of Change (How)

  4. Reasons for Change in Health-care (HC) Organizations • Autonomy in Decision Making • Ageing of Facilities and Organizations • Demographic Factors A cultural change is needed

  5. Fields of Change • Engineering Principles and Methods for Health-care Service Management • Health-care Organizations • Technology Innovations

  6. IT solutions in Health-care Radio Frequency IDentification (RFID) applications • PATIENTS • EQUIPMENT • PRODUCTS

  7. Strategies of Change • Municipal / Regional / National Policies • Investments in Human Capital and Technology Innovations • Certified Quality Systems of Health-care Facilities and Processes • … • Integration / Interactions between Institutions, Research/Education Centres, and Industry • High Level Research and Education

  8. … answers …

  9. Safety Age Quality age Current Age Source: ANIE – A survey on diagnostic devices installed in Italian Public Hospitals

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