Abstract
Improving the quality of health and spa services, as well as quality in general, is a constant process of business activity. It is aimed at improving the level of services, the quality of their provision, the improvement of the elements of production and the quality system. Currently, the health and spa services quality is an important element of efficiency and profitability of health and spa resorts. That is why specialists should pay constant attention to the quality of services. Everyone should be engaged in quality: from the head of the health and spa resort to the specific performer. All processes to ensure, design, preserve quality must be integrated into a management system. This fact makes it urgent to apply new market-oriented approaches for managing the resorts. Thus, the author of the article suggest a methodology for designing health and spa processes based on wishes, needs and opportunities of clients.
Highlights
IntroductionFrom our point of view, the sphere of health and spa services represents a broad field of activity in terms of intra-firm changes and application of process management for the following reasons: in this area there are numerous management problems, in particular, the creation of information support for management, which cannot be solved on the previous organizational, technical and technological basis; in the sphere of health and spa services in the application of the process approach will solve a number of organizational problems associated with the distribution of databases and the need to consolidate information flows, but these problems can be solved by the simplest technical means; at health and spa resorts there is no need for major investments, it is possible to realize activity based management (АВМ) here by small means and on the basis of available domestic developments; the division of labor in this area has historically been limited by the nature of the service and a specific focus on the client
We have developed a methodology and the main components of the health and spa rresorts process management
Developing the methodology of health and spa resorts process management, we settled on the proposition that the process control of the health and spa resorts should consist of two main and interrelated parts: resort service design (RSD) and its implementation
Summary
From our point of view, the sphere of health and spa services represents a broad field of activity in terms of intra-firm changes and application of process management for the following reasons: in this area there are numerous management problems, in particular, the creation of information support for management, which cannot be solved on the previous organizational, technical and technological basis; in the sphere of health and spa services in the application of the process approach will solve a number of organizational problems associated with the distribution of databases and the need to consolidate information flows, but these problems can be solved by the simplest technical means; at health and spa resorts there is no need for major investments, it is possible to realize activity based management (АВМ) here by small means and on the basis of available domestic developments; the division of labor in this area has historically been limited by the nature of the service and a specific focus on the client. As a result of historical transformations in the health and spa resort sphere, there are no cumbersome pyramidal management structures with a powerful apparatus, which, as a result of the application of the process control, threatens a significant reduction. The use of АВМ (activity based management) can be realized with less social upheaval and without releasing the critical mass of the employed population; process management in the sphere of health and spa services as a whole can give very tangible results in economic, financial, statistical, social, accounting and analytical plans. The urgency of improving the internal management and implementation of АВМ in the sphere of health and spa services is caused not so much by the need to redesign business processes towards clients, but rather by the need to improve the internal service quality. In the health and spa services, as such, it is necessary to determine the customer service
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