IT-Based Decision Support for Holistic Healthcare Management in Times of VUCA, Disorder, and Disruption

Abstract

The healthcare landscape is facing serious changes driven by digitalization and its VUCA (volatile, uncertain, complex, and ambiguous) conditions. These disrupt the stability of the old order and its static routines. In addition, the global pandemic, technological advances, and patients’ desire for customer rights are reinforcing the need for an accelerated paradigm shift in established healthcare organizations. However, most healthcare organizations are still struggling to close the digitalization gap. They are unprepared to evolve into dynamic VUCA service organizations. To help healthcare organizations to better understand and adapt to the new conditions, we propose an IT-based multi-perspective analysis process enabling holistic understanding and decision-making to derive customized digitalization strategies. To achieve this, it is essential to develop a semantic layer of knowledge mapping and integration. This article introduces the GOLD Framework and its corresponding IT-tool support to derive a holistic understanding based on selecting and connecting suitable methods/theories and guiding the users in their correct use. The required formalization of the IT-tool support ensures consistency and is the basis for continuous improvement. The approach covers the complete process, from sensing new opportunities and/or threats to seizing organization-specific strategies to transforming towards digitally enabled service organizations. Its novelty is threefold: (1) It offers a new level of shared understanding and stakeholder alignment by making the holistic dependencies visible and tangible; (2) it guides the diverse stakeholders step by step; (3) and is based on a standardized approach which however also enables and supports the customization of steps and guidance to better suit the targeted domain and its needs.