Service Performance Indicators Research Articles

Development and validation of key performance indicators for medication management services provided for outpatients.

One of the elements of quality improvement of medication management services is measuring the quality of care and key performance indicators (KPIs) can be used in this assessment. There has been no publishing yet about a KPI instrument developed for ambulatory setting. To develop and validate KPI instrument for medication management services provided for outpatients in Brazilian context. A working group established 7 possible KPIs for assessment of the expert panel. For content validity, 16 experts were invited to participate in an internet based 2-round Delphi approach. Expert panel rated 7 possible KPIs using 7 attributes on a 5-point Likert scale for consensus. In order to construct validity and reliability, an internet questionnaire was developed for pharmacists that work in primary care to understand their views. In addition, a comparison between expert and pharmacist views about the indicators relevance was performed. Eleven (68.8%) experts participated in the Delphi round 1 and nine (81.8%) experts completed the 2 Delphi rounds. A new KPI was develop after expert panel assessment in the first round. Overall, content and construct validity were reached for 6 KPIs: pharmaceutical consultation provided (I1), pharmacist interventions accepted by the prescriber (I2), drug therapy problems resolved (I3), patient clinical status (I4), patient satisfaction (I5), and patient quality of life (I6). A set of 6 KPIs was developed for medication management services provided for outpatients. The instrument presented a good reliability and validity evidence. It is expected that these KPIs will improve the quality of medication management services.

Evaluation of collaborative consumption of food delivery services through web mining techniques

Online food delivery services rely on urban transportation to alleviate customers' burden of traveling in highly dense cities. As new business models, these services exploit user-generated contents to promote collaborative consumption among its members. This study aims to evaluate the impact of traffic conditions (through the use of Google Maps API) on key performance indicators of online food delivery services (through the use of web scraping techniques to retrieve customer's ratings and the physical location of restaurants as provided by Facebook). From a collection of 19,934 possible routes between the physical location of 787 online providers and 4296 customers in Bogotá city, we found that traffic conditions exerted no practical effects on transactions volume and delivery time fulfillment, even though early deliveries showed a mild association with the number of comments provided by customers after receiving their orders at home.

Contemporary challenges and risks of retail banking development in Ukraine

Retail banking is an essential part of the financial services, accounting for a large part of all banking revenues and capital raising. This business line is designing the vital sphere to apply the adequate decision making approach for customer engagement, sustain profitability and increase competitive advantages. The modern trends in retail banking globally are based on digital innovations, bionic transformation and new regulatory issues. Ukrainian banks have also taken the first step to apply on-line platforms and cashless methods in banking. However, problems occur in the implementation of current global trends in the domestic retail market, which need to be solved.The authors have identified the key objectives of market changes in retail banking operational processes, which have significant impact on the banking ecosystem creation of retail banking in Ukraine. The review part of the article studied the modern challenges and advantages of retail banking development in Ukraine with comparative analyses of current global and regional issues, based on digital technologies and innovations in financial industry. The results of the analyses investigate the state of retail banking, and prospects of revenue growth, explain the key performance indicators of retail banking services, present insights of the key drivers of the Ukrainian’s banking efficiency gap. Based on operational risks and productivity analyses, the authors estimated the negative issues in Ukrainian retail banking. The results enable existing banks to determine the financial and operational risks, and increase the effectiveness of applying digital innovations in domestic retail banking sector. The recommendations for the enforcement of the market and regulatory changes of retail banking landscape in the case of Ukraine are suggested.

МЕДИКО-СТАТИСТИЧНА ХАРАКТЕРИСТИКА НАРОДЖУВАНОСТІ ТА СМЕРТНОСТІ ДІТЕЙ З НИЗЬКОЮ МАСОЮ ТІЛА

Показники народжуваності та смертності дітей із низького масою тіла є індикатором діяльності акушерсько-гінекологічної та неонатологічної служб. Збільшення відсотка виживаності дітей із дуже низькою та екстремально низькою масою тіла за останні 5 років вказує на покращення неонатологічної допомоги.Мета дослідження – вивчити динаміку зміни пропорційного показника народжуваності дітей із низькою масою тіла, його регіональні характеристики та дати кількісну оцінку смертності та виживаності таких дітей упродовж останніх 5 років.Матеріали і методи. Дослідження проведено на основі статистичних даних центру медичної статистики України за період 2012–2016 рр. “Моніторинг стану здоров’я матері та дитини MATR IX–BAB IES ”. У роботі використано бібліосемантичний, статистичний методи.Результати досліджень та їх обговорення. Встановлено позитивні показники темпу приросту народжуваності дітей із низькою масою тіла протягом 2012–2016 рр. Визначено регіони України з найбільшою та найменшою частотою народжуваності дітей із низькою масою тіла. Протягом останніх 5 років має місце зменшення питомої частки смертності дітей із низькою масою тіла в ранньому неонатальному та постнеонатальному періодах та незначне її підвищення в неонатальному періоді.Висновки. Чітким критерієм визначення динаміки народжуваності дітей з низькою масою тіла є її пропорційний показник. Діти, народженні з низькою масою тіла, мають регіональні особливості. Найвищу смертність дітей із низькою масою тіла визначено у ранньому неонатальному періоді, а найменшу – в постнеонатальному.

Developing the C-shaped QFD 3D Matrix for service applications with a case study in banking services

PurposeThe purpose of this paper is to develop the C-shaped quality function deployment (QFD) 3D Matrix for service applications.Design/methodology/approachThe C-shaped QFD 3D Matrix proposed by Vezzetti et al. (2016) has been developed for simultaneous analysis of the relationships among three sets of factors of customer requirements, service design characteristics and service performance indicators. The three sets of factors have been determined and based on their interrelationships, 3D and concurrent houses of quality have been formed. Then, service design characteristics and service performance indicators have been prioritized. The obtained priorities have been also compared with traditional concurrent model of QFD.FindingsThe findings obtained from the traditional and developed approach seem different, implying that applying the C-shaped QFD 3D Matrix provides a more real perspective of concurrent engineering and the results in different set of priorities of service factors.Research limitations/implicationsThe case study was limited to banking services. If the developed approach is used in other institutes, the prioritization of service design characteristics and service performance indicators might be changed.Originality/valueCompared to Vezzetti et al. (2016) who proposed the C-shaped QFD 3D Matrix for analyzing interrelationships among two customers and a provider, or two providers and a customer, in this paper, the C-shaped QFD 3D Matrix has been developed for analyzing interrelationships among three sets of factors of customer requirements, service design characteristics and service performance indicators.

МОДЕЛИ ОПТИМАЛЬНОГО РАСПРЕДЕЛЕНИЯ КАДРОВЫХ РЕСУРСОВ ПРОТИВОПОЖАРНОЙ СЛУЖБЫ НА ОСНОВЕ ТИПОЛОГИЗАЦИИ ТЕРИОРИЙ ПО ПОЖАРНЫМ РИСКАМ

Introduction. The article is devoted to solving the interrelated problems of assessing the territorial situation of fires based on the approaches of the integral fire risks theory, the typology of territories on fire situation based on cluster analysis, the optimal distribution of human resources of the fire service in territorial clusters. The optimal distribution is based on the principles of the active systems theory. Methods. The study was conducted on the materials ofVietnam as a rapidly developing country with a fire situation that is complicated over time and has significant territorial differences. When solving the problem of typology takes into account the complex of factors reflecting economic, social, demographic, climatic indicators as well as indicators that account for the processes of urbanization, electrification, the development of trade and transport, provision of fire services personnel and technical means, characteristics of fires and fire fighting. The problem of typologization ofVietnam’s provinces on characteristics of fire danger is given and its solution with the help of statistical software package Statistica 12 is found. An algorithm for solving the problem of territories typology by complex characteristics of fire danger is presented. Results. The selected clusters satisty three conditions: compact location inVietnam; similarity of socio-economic conditions and fire situation; similarity of their forces and means parameters. Specific performance indicators of fire service depending on the actual load on firefighter were investigated. Discussion. The complex specific indicator is formed, taking into account both the dead and injured in fires, which explains 82 % of the statistical data. Based on this indicator the goal function of territorial fire services and system target function that reflect efficiency of use of human resources is offered. Analytical dependences for the optimal distribution of human resources in clusters are found. Conclusions. Computational experiments have shown that the use of the human resources optimal allocation method developed in the article would reduce the complex specific indicator of the number of deaths and injuries in fires by about 10 12 % compared to the real situation.

The Effectiveness NGN/IMS Networks in the Establishment of a Multimedia Session

The subject of the study is multiservice communication network using the concept NGN (Next Generation Network) based on the open network architecture IMS (Internet Protocol Multimedia Subsystem), supporting a wide range of services. The basis of this architecture is the IMS core, consisting of a set of specialized modules responsible for various functions for customer service. The purpose of the article is to analyze the existing technical capabilities of the IMS multimedia messaging subsystem and perspective solutions for the functioning of the NGN/IMS network efficiency in providing multimedia services. The effectiveness NGN/IMS networks during the establishment of a multimedia session was analyzed and the functional architecture of the IMS multimedia messaging subsystem that determine the interaction of NGN signaling systems an protocols was explored. One of the important requirements for the IMS subsystem is the maintenance QoS (Quality of Service). A mathematical model for estimating the quality of communication services using a system <i>GI</i>/<i>G</i>/1/<i>N_6H</i> based on the theory of diffusion approximation is proposed. On the basis of the model analytical expressions are obtained, which allow evaluating the performance indicators of the Triple Play service.

Modeling Framework for Comparing Taxi Operational Modes: Case Study in Barcelona

Abstract This paper presents an aggregated mathematical model for the estimation of key performance indicators of the taxi market based on the system’s generalized cost function, which is calculated using the expected statistical values of customers’ trip distance, waiting/access time and the cost of the involved actors, including externalities, who are the taxi drivers, the taxi customers and the city represented by the rest of the drivers and the citizens. Optimum values for the taxi supply are obtained from mathematical formulations depending on the demand level and the size of the city. The model is developed for stand, hailing and dispatching taxi markets and the results are compared, presenting conclusions for the best type of market for each demand level and city size. The model is applied in the city of Barcelona, presenting useful conclusions on the performance indicators of the taxi services and the impact of the applied policies as well as the optimum number of taxis for each operational mode, ranging between 30 and 40 vehicles per hour and km2.

Modeling work of the dispatching service of high-rise building as queuing system

The article presents the results of calculating the performance indicators of the dispatcher service of a high-rise building as a queuing system with an unlimited queue. The calculation was carried out for three models: with a single control room and brigade of service, with a single control room and a specialized service, with several dispatch centers and specialized services. The aim of the work was to investigate the influence of the structural scheme of the organization of the dispatcher service of a high-rise building on the amount of operating costs and the time of processing and fulfilling applications. The problems of high-rise construction and their impact on the complication of exploitation are analyzed. The composition of exploitation activities of high-rise buildings is analyzed. The relevance of the study is justified by the need to review the role of dispatch services in the structure of management of the quality of buildings. Dispatching service from the lower level of management of individual engineering systems becomes the main link in the centralized automated management of the exploitation of high-rise buildings. With the transition to market relations, the criterion of profitability at the organization of the dispatching service becomes one of the main parameters of the effectiveness of its work. A mathematical model for assessing the efficiency of the dispatching service on a set of quality of service indicators is proposed. The structure of operating costs is presented. The algorithm of decision-making is given when choosing the optimal structural scheme of the dispatching service of a high-rise building.

Evaluation of Alternatives to Integrate Special Transportation Services for People with Movement Disorders

Abstract Integrating the most appropriate special transportation service for people with movement disorders model may result in great economy efficiency and social benefit balance. However, most existing researches are based on improving the accessibility of public transport services or development of routing and scheduling under stochastic input data. The aim of this paper is to project the evaluation algorithm for the purpose of assessing the appropriate model of integration which would enable the employment of existing resources and filling the gap in assurance the mobility needs of people with mobility impairments. This paper identifies the evaluation indicators which are selected from international publications. Firstly the performance indicators of special transportation services were selected, further the sustainable development of public transport services evaluation indicators were selected, classified and adjusted to the goal of this paper. As a final result of indicators selection, a set of indicators classified into two groups - cost and benefit - was carried out. The decision making is based on Fuzzy Analytic Hierarchy Process and Fuzzy Technique for Order Preference by Similarity to Ideal Solution methods. A case study is provided to demonstrate the application of proposed evaluation algorithm.

How Can Data Drive Policy and Practice in Child Welfare? Making the Link in Canada.

Formal university–child welfare partnerships offer a unique opportunity to begin to fill the gaps in the child welfare knowledge base and link child welfare services to the realities of practice. With resources from a knowledge mobilization grant, a formal partnership was developed between the University of Toronto, clinicians, policy analysts, and researchers from child welfare agencies across Ontario. The key objectives of the grant included: (1) enhancing the capacity of service providers to access and analyze child welfare data to inform service and policy decisions; (2) integrating clinical expertise in service and policy decisions; and (3) developing a joint research agenda addressing high-priority knowledge gaps. This partnership was an opportunity to advance the evidence base with respect to service provision in Ontario and to create a culture of knowledge and evidence that would eventually support more complex research initiatives. Administrative data was analyzed for this partnership through the Ontario Child Abuse and Neglect Data System (OCANDS)—the first child welfare data system in Ontario to track child welfare-involved children and their families. Child welfare agencies identified recurrence as an important priority and agency-driven analyses were subsequently conducted on OCANDS generated recurrence Service Performance Indicators (SPI’s). Using an urgent versus chronic investigative taxonomy for analyses, findings revealed that the majority of cases did not recur within 12 months and cases identified as chronic needs are more likely to return to the attention of child welfare authorities. One of the key outcomes of the partnership — helping agencies to understand their administrative data is described, as are considerations for next steps for future partnerships and research.

Key performance indicators for Australian mental health court liaison services.

The aim of this paper is to describe the development and technical specifications of a framework and national key performance indicators (KPIs) for Australian mental health Court Liaison Services (CLSs) by the National Mental Health Court Liaison Performance Working Group (Working Group). Representatives from each Australian State and Territory were invited to form a Working Group. Through a series of national workshops and meetings, a framework and set of performance indicators were developed using a review of literature and expert opinion. A total of six KPIs for CLSs have been identified and a set of technical specifications have been formed. This paper describes the process and outcomes of a national collaboration to develop a framework and KPIs. The measures have been developed to support future benchmarking activities and to assist services to identify best practice in this area of mental health service delivery.

Pengaruh Analisis Standar Belanja, Standar Pelayanan Minimal dan Indikator Kinerja terhadap Penyusunan Anggaran Berbasis Kinerja (Studi Kasus Pada Satuan Kerja Perangkat Daerah Kota Pangkalpinang)

This study aims to determine how much influence from the standard variable expenditure analysis, minimum service standards and performance indicators against which performance-based budgeting in the city Pangkalpinang investigated. This research is a quantitative survey approach. Total sample of 72 people is obtained from a population of 84 people who were taken from 24 SKPD Pangkalpinang city. Using the census sample retrieval method. The independent variables consist of the standard analysis of expenditure (X1), minimum service standards (X2) and indicator linerja (X3) while the dependent variable is the performance-based budgeting (Y). Tests using the instrument validity and reliability testing. The method of data analysis using multiple linear regression with F test and T test. The results showed that the standard variable expenditure analysis no effect partially on performance-based budgeting. For variable minimum service standards and performance indicators affect both partially on performance-based budgeting. Overall the standard variable expenditure analysis, minimum service standards and performance indicators have a positive and significant impact on the performance-based budgeting. Keywords: Budget, Performance, Standards Expenditure Analysis, Minimum Service Standards and Performance Indicators.

Key performance indicators of homecare service for patients older than working age

Aim. To analyze the performance indicators of hospitals at home for the patients older than working age in Russian Federation in 2011-2015. &#x0D; Methods. Analytical and statistical methods were used. Performance indicators of hospitals at home for patients of pension age in Russian Federation were analyzed based on departmental and federal statistical observation forms during the period of 2011-2015. &#x0D; Results. In the country during the period of 2011-2015, the number of people older than working age increased by 13.1% and their proportion in total population increased from 22.3 to 24.55% was revealed. In 2011-2015 the number of home care patients of pension age increased by 2.1%. Analysis of the distribution of the number of patients treated in hospitals at home of medical organizations showed that elderly were mostly treated in central district, district and city hospitals, and polyclinics. The average duration of hospital stay of patients older than working age in hospitals at home was 11.1 days and was one day less than the average duration of hospital stay of the elderly in health care organizations providing in-patient service (12.1 days). &#x0D; Conclusion. Over 5 years, proportion of patients older than working age among all patients treated in hospitals at home increased from 57.1 to 64.3% was observed; in 2015 in the regions of the Russian Federation significant variance of the number of patients older than working age treated in hospitals at home (from 0.01 to 98.9 per 1000 population of corresponding age) was revealed.

A New Simulation Model for a Comprehensive Evaluation of Yard Truck Deployment Strategies at Marine Container Terminals

Taking into account increasing volumes of the international seaborne trade and increasing port congestion, marine container terminal operators have to improve efficiency of their operations in order to provide timely service of vessels and avoid product delivery delays to customers. This paper focuses on improvement of container transfer operations between the seaside and the marshaling yard and proposes five yard truck deployment strategies. Performance of the considered marine container terminal is evaluated under each one of the yard truck deployment strategies via simulation. Different performance indicators are estimated to determine how the suggested yard truck deployment strategies will affect all equipment types, involved in container handling and transfer. Results from the extensive simulation experiments showcase that all five yard truck deployment strategies provide similar values of vessel service and quay crane performance indicators, while the shortest distance based yard truck deployment strategy yields superior gantry crane and yard truck performance indicators. The worst values of performance indicators are recorded for the random yard truck deployment strategy. Furthermore, the developed simulation model can serve as an efficient planning tool for marine container terminal operators and enhance productivity of the available equipment.

The Socioeconomic Factors and the Indigenous Component of Tuberculosis in Amazonas.

Despite the availability of tuberculosis prevention and control services throughout Amazonas, high rates of morbidity and mortality from tuberculosis remain in the region. Knowledge of the social determinants of tuberculosis in Amazonas is important for the establishment of public policies and the planning of effective preventive and control measures for the disease. To analyze the relationship of the spatial distribution of the incidence of tuberculosis in municipalities and regions of Amazonas to the socioeconomic factors and indigenous tuberculosis component, from 2007 to 2013. An ecological study was conducted based on secondary data from the epidemiological surveillance of tuberculosis. A linear regression model was used to analyze the relationship of the annual incidence of tuberculosis to the socioeconomic factors, performance indicators of health services, and indigenous tuberculosis component. The distribution of the incidence of tuberculosis in the municipalities of Amazonas was positively associated with the Gini index and the population attributable fraction of tuberculosis in the indigenous peoples, but negatively associated with the proportion of the poor and the unemployment rate. The spatial distribution of tuberculosis in the different regions of Amazonas was heterogeneous and closely related with the socioeconomic factors and indigenous component of tuberculosis.

Engaged teams deliver better service performance in innovation climates

Building on the interactionist approach and the consideration of service organizations as open-systems, this study examines the moderating role of team climate for innovation on the relationship between team engagement and service performance. The sample consisted of 599 customers, 344 boundary employees, and 86 supervisors nested in 86 teams from 60 hotels. Multilevel analyses showed significant positive direct relationships between team engagement and service quality indicators. We also found a consistent moderating role of climate for innovation on the association between team engagement and different service performance indicators (functional and relational service quality, overall satisfaction, and loyalty), which means that the relationship between team engagement and service performance becomes stronger as climate for innovation increases. There is a crossover process from team engagement (internal facet) to customers’ evaluations of service performance (critical external stakeholders) especially when the situational context stimulates innovation and the recognition of employees’ ideas and suggestions to improve work methods and the service delivered. Thus, climate for innovation emerges as a facilitator of the connection between internal and external success components of organizational life.

30-Day In-hospital Trauma Mortality in Four Urban University Hospitals Using an Indian Trauma Registry.

In India, half of the annual 200,000 road traffic deaths occur in hospitals, but the exact in-hospital trauma mortality rate remains unknown. A research consortium of universities, with a mandate to reduce trauma mortality, measured the baseline 30-day in-hospital mortality rate. Between September 2013 and February 2015, trained data collectors collected on-admission demographic, physiological vital signs, and health service performance indicators (time of injury to admission, investigation, or intervention) on all patients with traumatic injuries admitted to four public university hospitals in three Indian megacities. Of the 11,202 hospitalized trauma patients, 21.4% died within 30days of hospitalization. The median age was 30years for survivors and 37years for non-survivors. The on-admission systolic blood pressure and Glasgow Coma Score was near-normal in survivors, but was significantly lower in non-survivors and associated with both early and late mortality (p=0.001). In the absence of a trauma system, there were process-of-care delays from injury to reaching and being examined, investigated, or operated in the hospital. Using a multi-institutional Indian registry, this study is the first to systematically document that the 30-day in-hospital trauma mortality was twice that found in similar registries from high-income countries. Physiological scoring of on-admission vitals was clinically useful to predict mortality. More research is needed to understand the causes of high mortality and time delays in the process of delivering trauma care in India, which has no prehospital or trauma system.

Application of multifactorial regression analysis to improve the efficiency of human resource management

This article discusses the use of multifactorial regression analysis to solve problems to improve the efficiency of human resource management.The main aim of the article is to develop methods of using multifactorial regression analysis for quantitative studies of the efficiency of human resource management. Problems of human resource management at all times are highly relevant. Proper recruitment, evaluation, development of motivation systems are the key links in the chain of problems of increase of organization productivity. Application of statistical methods for HR analytics allows seeing the reserves of increase productivity, reducing turnover, etc. The developed technique allows identifying three key performance indicators of personnel management services; based on the characteristics of the contents of the factors influencing the HRM, select the private performance indicators for multivariate regression analysis and build a multifactorial regression model. The research results can be applied in practice of HR departments to improve the efficiency of personnel and the development of personnel policy.

RETRACTED ARTICLE: Analysis of interactions between performance indicators with fuzzy decision making approach in healthcare management

This study aims to analyze the performance indicators of service in a research hospital by using an integrated multi-criteria decision making approach. The proposed method integrates the fuzzy analytical network process and the decision making trial and evaluation laboratory approaches to increase sensitivity of interactions between the performance indicators. In this study, a decision model is developed to analyze indicators affecting patient and employee satisfaction, efficiency, effectiveness of healthcare management at the research hospital. Thus, this study provides to answer fundamental research questions are “how can it be defined the weights of the indicators affecting the performance of HM?” and “what are the relationships between the performance indicators and the criteria (main criteria, sub-criteria, sub-sub-criteria) affecting the performance in HM?” During the 8-month study, relative weights of each performance indicator have been obtained. This study put forward the quantitative relative weights analyzing the performance indicator and the criteria and also will lead to the development of a performance model measuring doctors’, clinics’ and hospitals general performance using the indicators in HM.