Hizmet işletmelerinde performans iyileştirme ve hastaneler için bir model önerisi
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Date
2002
Authors
Pakdil, Fatma
Journal Title
Journal ISSN
Volume Title
Publisher
Uludağ Üniversitesi
Abstract
Günümüz ekonomik yapısı içinde hizmet işletmelerinin önemi ve aldıkları pay her geçen gün artmaktadır. Hizmet işletmeleri içinde de hastanelerin, sundukları hizmetin insan hayatı ile ilgili olması nedeniyle önem dereceleri bir kat daha artmaktadır. Hastaneler ve diğer hizmet işletmeleri, rekabette ayakta kalabilmek için rakiplerle arasında fark yaratacak şekilde kurumsal performanslarını iyileştirme yönünde çaba sarf etmelidirler. Bu amaçla kullanılabilecek araçlardan biri de stratejik performans yönetimi olmalıdır. Bu çalışmada stratejik performans yönetiminin bir hizmet işletmesi olan hastanelerde nasıl uygulanacağı üzerinde durulmakta ve hastane yönetiminde lider ülkelerden olan Amerika Birleşik Devletleri 'nde faaliyet gösteren bir hastanedeki uygulamaya yer verilmektedir. Stratejik performans yönetimi hastanelerin vizyona odaklı bir yönetime sahip olmalarını, stratejik amaçlar ve performans göstergeleri ile vizyonu ölçülebilir hale getirmelerini, hastanelerin ve diğer hizmet işletmelerinin sistem dinamiklerine uygun performans göstergeleri belirlemelerini savunmaktadır. Performans göstergelerinin belirlenmesinde geleneksel sistemlerde olduğu gibi, fınansal göstergelere odaklanmaktan kaçınılmalı, kurumsal performans fınansal konular yanında, müşteri ve çalışan memnuniyeti, süreçler, tedarikçiler, tıbbi çıktılar ile öğrenme ve yaratıcılık gibi diğer ana performans alanlarına da odaklanmalıdır. Ayrıca performans göstergelerinin belirlenmesinde bilimsel yöntemler uygulanmalı, alt fonksiyonlar kendi içlerinde değerlendirilmeli, sadece içsel analizlere odaklanmaktan kaçınılmalı ve kurumun bulunduğu pazarın dinamikleri de dikkate alınmalıdır. Tüm bunların yanında, gerek stratejik performans yönetiminin bütününde gerekse performans göstergelerinin belirlenmesinde hizmet işletmelerini üretimden ayıran özellikler ve hizmet işletmelerinin kendi sistem dinamikleri de göz önünde tutulmalıdır. Bu sayede oluşturulacak yönetim sistemi ile hastanelerin ve diğer hizmet işletmelerinin kurumsal performanslarını iyileştirme, dolayısıyla pazarda ayakta kalmaları ve rekabet avantajı elde etmeleri için gerekli ortam hazırlanmış olacaktır.
The importance of services businesses and their share in the current economic structure increase day by day. Also, the importance of hospitals in services businesses increases more and more because hospitals' services are related to human being life. Hospitals and the other service businesses should strive to improve their corporate performance for creating the difference between them and their competitors in order to stand up to competitive environment. One of the tools that can be used for this purpose should be the strategic performance management. In this Ph.D. thesis, it is searched how to use strategic performance management in the hospitals, which are a service business, and it is applied in an American hospital, which delivers health care service in one of the leader countries in the hospital management. Strategic performance management defends that hospitals should have a vision-focused management, should make vision measurable with their strategic goals and performance indicators, should determine performance indicators that are appropriate for hospitals and the other service businesses' system dynamics. In determining of performance indicators, it should be avoided focusing on just financial indicators. Corporate performance should focus on the other main performance areas, like customer and employee satisfaction, processes, suppliers, medical outcomes, learning and innovation, beside financial subjects. Also, scientific methods should be used in determining of performance indicators, sub-functions should be evaluated in their own structure, it should be avoided just focusing on internal or inner analysis, and market dynamics should be taken into consideration. Besides of all, in both the entire process of strategic performance management system and determining of performance indicators, characteristics that seperate service businesses from manufacturing and service businesses' system dynamics should be considered, too. Thanks to this management system, hospitals' and the other service businesses' corporate performance will be improved, consequently, the required features for taking competitive advantage and remaining standing in market will be ready for them.
The importance of services businesses and their share in the current economic structure increase day by day. Also, the importance of hospitals in services businesses increases more and more because hospitals' services are related to human being life. Hospitals and the other service businesses should strive to improve their corporate performance for creating the difference between them and their competitors in order to stand up to competitive environment. One of the tools that can be used for this purpose should be the strategic performance management. In this Ph.D. thesis, it is searched how to use strategic performance management in the hospitals, which are a service business, and it is applied in an American hospital, which delivers health care service in one of the leader countries in the hospital management. Strategic performance management defends that hospitals should have a vision-focused management, should make vision measurable with their strategic goals and performance indicators, should determine performance indicators that are appropriate for hospitals and the other service businesses' system dynamics. In determining of performance indicators, it should be avoided focusing on just financial indicators. Corporate performance should focus on the other main performance areas, like customer and employee satisfaction, processes, suppliers, medical outcomes, learning and innovation, beside financial subjects. Also, scientific methods should be used in determining of performance indicators, sub-functions should be evaluated in their own structure, it should be avoided just focusing on internal or inner analysis, and market dynamics should be taken into consideration. Besides of all, in both the entire process of strategic performance management system and determining of performance indicators, characteristics that seperate service businesses from manufacturing and service businesses' system dynamics should be considered, too. Thanks to this management system, hospitals' and the other service businesses' corporate performance will be improved, consequently, the required features for taking competitive advantage and remaining standing in market will be ready for them.
Description
Keywords
Stratejik yönetim, Kurumsal performans yönetimi, Hizmet işletmelerinde performans, Hastanelerde kurumsal performans yönetimi, Strategic management, Corporate performance management, Performance in service businesses, Corporate performance management in hospitals
Citation
Pakdil, F. (2002). Hizmet işletmelerinde performans iyileştirme ve hastaneler için bir model önerisi. Yayınlanmamış doktora tezi. Uludağ Üniversitesi Sosyal Bilimler Enstitüsü.