Agility assessment using fuzzy logic approach: a case of healthcare dispensary

M Suresh,Rojalin Patri

doi:10.1186/s12913-017-2332-y

M Suresh, Rojalin Patri

Open Access

https://doi.org/10.1186/s12913-017-2332-y

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Abstract

BackgroundAgile concepts are not only beneficial for manufacturing sector but also for service sector such as healthcare. However, assessment of agility has been predominantly done in manufacturing enterprises. This study demonstrates a means to measure agility of a healthcare organization by assessing agility of a university dispensary. Its contribution to the knowledge base is twofold. First, it proposes a means to measure the agility of a healthcare organization and second, it identifies the attributes that prevent agile performance and outlines the suggestive measure to enhance its agile capabilities.MethodA case study approach has been adopted and fuzzy logic has been employed to measure the agility of the case dispensary. At first, the measures of assessment which include four enablers, fifteen criteria and forty-five attributes have been identified from the literature and rated by the experts indicating the importance of the measures in the assessment. Then, the case dispensary has been assessed on those measures by collecting observed performance rating from decision makers. At last, Fuzzy logic has been applied on the performance rating data to analyze and interpret the agile capability of the dispensary.ResultsThe findings suggest that transparent information flow, adequate salary and bonuses for caregivers, reading error in medical descriptions, in house/nearby pathology laboratory services, technical up-gradation of dispensary equipments and facilities, minimization of patient throughput time and adequate training programme for safety practices are the attributes that weakens agile capability of the University dispensary. The current agility of the dispensary was found to be ‘Agile’ which is average in relation to the agility labels.ConclusionAttributes such as transparent information flow, adequate salary and bonuses for caregivers, elimination of reading error in medical descriptions, in house/nearby pathology laboratory services, technical up-gradation of dispensary equipments and facilities, minimization of patient throughput time and adequate training programme for safety practices are extremely crucial for enhancing agile capability of a healthcare organization.

Highlights

Agile concepts are beneficial for manufacturing sector and for service sector such as healthcare
The findings suggest that transparent information flow, adequate salary and bonuses for caregivers, reading error in medical descriptions, in house/nearby pathology laboratory services, technical up-gradation of dispensary equipments and facilities, minimization of patient throughput time and adequate training programme for safety practices are the attributes that weakens agile capability of the University dispensary
In conclusion, this study suggests that agile concepts are beneficial for healthcare organizations both in terms of meeting the service demand which changes quickly and unpredictably and retaining its competitive advantage over other players in the field

Summary

Introduction

Agile concepts are beneficial for manufacturing sector and for service sector such as healthcare. Assessment of agility has been predominantly done in manufacturing enterprises. This study demonstrates a means to measure agility of a healthcare organization by assessing agility of a university dispensary. Many studies and found that agile practices can help the healthcare organizations to meet the service demand which changes quickly and unpredictably and at the same time retain the competitive advantage over other players in the market [5, 6]. Many studies in literature discussed how agility capabilities can help up-gradation of healthcare service quality [6]. Some studies took an entirely different perspective by looking at agility as performance capability of an organization [7, 8]. The factors that drive agility of an organization have been explored in the literature [9,10,11]

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