Lectures Health service operations management
Lecture 1: Introduction & Fundamentals of HSOM
1.1 Introduction
Health Service Operations Management is the analysis, design, planning and control of all the steps
necessary to deliver services to clients in healthcare.
Topics of this course are:
1.2 Research field concepts
The field of service operation management of composts of two building boxes: service
management and operations management. Operations management has its origin in
manufacture and production industry. Service management is more dedicated to service
organizations (restaurants, hotels, entertainment).
From 1800: moving from agriculture towards manufacturing towards service economy
200 years ago the majority of the population was working in agriculture, creating food.
Nowadays, the majority is working in the service industries. This is a movement form
agriculture towards manufacturing towards service economy. People now need less time and
money get food, and that makes that manufacturing and producing goods was upcoming. This
created market to buy food, but also services as entertainment.
Operation management
An operation is something that transforms input into output. We use resources and apply
regulations to do this.
components Assemble a
materials table
carpenter
The difference between material and tools is, is that you can’t use the same materials for the next
table, but you can use the same tools.
, There are different types of operations:
Alteration: you change things, you put materials into a table.
Transportation: movement and transportation to the next place.
Inspection: transformation to quality requirements.
Storage: in production it’s often seen as an operation, but in services it’s delay between
different operations.
Hierarchy from operations management perspective
You can also look at operations from a hierarchy. An operation as a transformation can consist of
different activities. In between those activities, there can be waiting times. The difference between
an activity and an operation is that on the level of the operation there is a transformation between
the input and the output. On the level of the activity, this is not by definition the case.
Health Service
Operations
Management: Unit – Process – Network
The HSOM makes a distinction between unit, process, and network.
Unit: a department in a health organization that performs operations of the same operation
type. For example at the MRI department the operation is performing MRI’s. They have staff,
room for it, and equipment. Often, an unit or operation is part of a process.
Process/chain: series of operations that need to be performed to produce a particular
service. Delivers service for the patient. There are different units combined to create a
process.
Network: combination of units and chains performing operations for services for several
groups of clients.
Service management
A service is an activity or series of activities of more or less intangible nature (you can’t pick it up)
that normally, but not necessarily takes place in interactions between the customer and service
employees and/or physical resources or goods and/or systems of the service provider, which are
provided as solutions to customer problems. Before we saw that activities can be part of an
operation, so now you see this is a service.
Characteristics of services:
Customer participation: interaction between patients and doctor
Lecture 1: Introduction & Fundamentals of HSOM
1.1 Introduction
Health Service Operations Management is the analysis, design, planning and control of all the steps
necessary to deliver services to clients in healthcare.
Topics of this course are:
1.2 Research field concepts
The field of service operation management of composts of two building boxes: service
management and operations management. Operations management has its origin in
manufacture and production industry. Service management is more dedicated to service
organizations (restaurants, hotels, entertainment).
From 1800: moving from agriculture towards manufacturing towards service economy
200 years ago the majority of the population was working in agriculture, creating food.
Nowadays, the majority is working in the service industries. This is a movement form
agriculture towards manufacturing towards service economy. People now need less time and
money get food, and that makes that manufacturing and producing goods was upcoming. This
created market to buy food, but also services as entertainment.
Operation management
An operation is something that transforms input into output. We use resources and apply
regulations to do this.
components Assemble a
materials table
carpenter
The difference between material and tools is, is that you can’t use the same materials for the next
table, but you can use the same tools.
, There are different types of operations:
Alteration: you change things, you put materials into a table.
Transportation: movement and transportation to the next place.
Inspection: transformation to quality requirements.
Storage: in production it’s often seen as an operation, but in services it’s delay between
different operations.
Hierarchy from operations management perspective
You can also look at operations from a hierarchy. An operation as a transformation can consist of
different activities. In between those activities, there can be waiting times. The difference between
an activity and an operation is that on the level of the operation there is a transformation between
the input and the output. On the level of the activity, this is not by definition the case.
Health Service
Operations
Management: Unit – Process – Network
The HSOM makes a distinction between unit, process, and network.
Unit: a department in a health organization that performs operations of the same operation
type. For example at the MRI department the operation is performing MRI’s. They have staff,
room for it, and equipment. Often, an unit or operation is part of a process.
Process/chain: series of operations that need to be performed to produce a particular
service. Delivers service for the patient. There are different units combined to create a
process.
Network: combination of units and chains performing operations for services for several
groups of clients.
Service management
A service is an activity or series of activities of more or less intangible nature (you can’t pick it up)
that normally, but not necessarily takes place in interactions between the customer and service
employees and/or physical resources or goods and/or systems of the service provider, which are
provided as solutions to customer problems. Before we saw that activities can be part of an
operation, so now you see this is a service.
Characteristics of services:
Customer participation: interaction between patients and doctor
