Service Performance Management Research Articles

Key forces compelling the monitoring of hospital performance: An exploratory study

AbstractPerformance management in the public sector is both multifaceted and convoluted. This is particularly pertinent in hospitals, which are complex institutional organizations. Our paper explores the key drivers compelling Irish public acute‐care hospitals to monitor their performance. The context of our study is located against the unique historical backdrop of the Irish health service, whose evolution over time reflects religious control, underfunding by the State and reliance on a decentralized structure up until the early 2000s. This study was conducted during 2009–2010, in the aftermath of the financial crisis of 2008–2009. Interviews were conducted with members of the hospital executive management team, comprising clinical and nonclinical senior managers, using the framework of Kelly et al. (2015) to explore and analyze respondent perspectives. We propose that a combination of key forces, emanating from new public management, the institutional environment, and its constituent elements spurs hospitals to monitor their performance. The confluence of these forces reveals a perceived change in the institutional logic underpinning hospital performance management. This change involved the substitution of autonomous clinical decision‐making for a more team‐based managerial logic whereby clinicians engaged as part of a multidisciplinary executive unit and accepted responsibility for hospital performance. This paper contributes to the literature on performance management in public services and, more specifically, builds on and addresses the paucity of research on Irish acute‐care hospitals.

ANALISIS KEPUASAN PELANGGAN SEKOLAH TERHADAP KINERJA PELAYANAN PERPUSTAKAAN SMPN 3 SENTOLO

The purpose of this study was to analyze the level of school customer satisfaction on service performance and library management at SMPN 3 Sentolo. This type of research is a sequential explanatory method. The study population consisted of 576 students at SMPN 3 Sentolo using proportional sampling, resulting in a sample of 235 students. Data collection techniques: questionnaires, interviews, observation and documentation. The results of the research on the performance of the library service at SMPN 3 Sentolo are 81.04% in the satisfactory category. The four components are Collection Sub variable 80.81%, Infrastructure 80.94%, Library services 81.78%, Library reinforcement 80.52%. And includes performance management of library services from Planning to compiling work programs, Organizing to compiling organizational structures and division of tasks, Implementation of carrying out predetermined work program activities, Supervision, Evaluation of work program activities Customer satisfaction is obtained in very satisfying and satisfying categories determined by how management planning, organizing, implementation and supervision.

The Relationship Between the Risk Disclosure and Risk Management Committee on Banks Value: Empirical Evidence From Jordan

Purpose: Government levels may better fulfill the expanding expectations for public service governance, performance management, and accountability with the use of risk management backed by an integrated management accounting and control system. To explain how the risk management committee and risk disclosure affect bank value, this paper draws on agency theory and signaling theory, by using the market to book ratio (MTBR) to measure bank value. Theoretical Framework: This article explains how the characteristics of risk management committees (RMCC) (size, independence, qualifications, meetings, executive membership, expertise, and dual membership) and voluntary risk disclosure influence each other on the value of Jordanian banks from 2014-2021. Design/methodology/approach: The descriptive statistics of risk disclosure practices were calculated by the study sample using data from 18 banks collected between 2014 and 2021. The study variables' observations have an unbalanced distribution as well. 120 observations across all study variables are included in this paper. To calculate the bank value in this study, we use the Market to Book Ratio (MTBR). The regression analysis employed the multiple regression model. Findings: The results indicate that risk management committee qualifications in accounting or finance significantly negatively affect bank value, while other variables have a significant impact on the value of Jordanian banks, such as risk management committee expertise, risk management committee dual membership with the compensation committee, risk management committee independence, and executive membership in the composition of the risk management committee. Originality/value: This paper provides new empirical evidence in financial and accounting literature regarding the effect of the RMCC characteristics on Jordanian banks' value. Also, The main contribution of the paper is the discovery that the influence of an RMCC tends to encourage more disclosure of risk management to minimize risks.

5G/5G+ network management employing AI-based continuous deployment

Purpose:The paper proposes a novel concept of deployment process dedicated to continuous development, integration, testing, and upgrading the software-defined AI/ML-based functionalities in 5G/5G+ cellular networks, reliable and minimally invasive for network infrastructure, users, and service quality, automating DevOps and performance management towards the zero-touch networks. The idea is demonstrated by the continuous deployment framework, where a virtual cluster of representative cellular network resources coexists synchronously with the operator network serving the thousands-to-millions of end-users. Performance KPIs measured in this twinning subnetwork is the time series exhibiting the complex interrelations governing a temporal state of the whole system. Methods:One of the crucial problems is the detection when the changes of configuration of individual base station impacted its performance, which was realized by change points identification using an enhanced-PELT (e-PELT) algorithm. This yielded a sequence of complex data patterns (between successive change points) into sections of unique waveforms corresponding to stable network conditions. The e-PELT scheme includes a peak removal and an ACPO module for automatic penalty search. Results:e-PELT algorithm, validated against experimental data in comparative studies, outperforms the AMOC, Binary Segmentation, and BOCPD schemes, increasing the F1-score by more than 12% and the Accuracy by 10% over the PELT baseline. Conclusion:The results obtained in a CD cluster with fixed and automated penalty search show that e-PELT provides outstanding results, proving that the proposed approach can be successfully applied to analyze data sequences from different 5G network configurations. The concept of AI/ML-featured Continuous Deployment Framework dedicated to cellular networks can impact the development and integration of new telecommunication features, including possible extension for the role of standardized NWDAF module in customer networks, enhanced with the application of methodology outlined in the paper.

The Effect Of The Role Of Internal Audit Units On The Performance Of Insurance Claim Services And Management Systems With Fraud Prevention As Intervening Variables In Tarumajaya Hospital, Bekasi

Technological developments have an impact on making it easier for fraud to occur which has an impact on service performance. Good service performance is the achievement of an unqualified opinion on the hospital management audit. The purpose of this study was to analyze the effect of the role of the internal audit unit on service performance and insurance claims management system with fraud prevention as an intervening variable at Tarumajaya Hospital, Bekasi. The research method used is explanatory causality quantitative analysis with quantitative methods. With a sample of 40 people. The data were analyzed by path analysis through SEM-PLS. The results of the analysis and discussion show that there is a direct and indirect influence on the role of the internal audit unit on service performance and the insurance claim management system with fraud prevention as an intervening variable at Tarumajaya Hospital. internal examination unit on service performance and insurance claim management system at Tarumajaya Hospital, Bekasi. In addition, there is an influence of the role of the internal audit unit on fraud prevention, service performance and insurance claims management system at Tarumajaya Hospital, Bekasi. The research implication shows that optimal service can be achieved if it has optimal service performance.

The Exploration of Performance Evaluation on School Rear-service in China

The logistic service in China’s schools, especially in college schools, has become more and more socialized, which requires higher quality of the management to meet it. The performance evaluation about school logistic service in China includes six aspects: the effectiveness of the operation system, the quality of the school asset, the ability of the development, the service quality, the social contribution and the level of the management. This paper will introduce the current situation of logistic service management in China’s schools, and then make an analysis of the school logistics performance management, followed by a design of performance evaluation index system of school logistics management, which includes 6 indexes and 42 subindexes, with the purpose of improving the quality of school logistics assets, ensuring sustainable development and perfecting the logistics management and economic efficiency. Finally, the paper will try to propose some suggestions on how to reform the school logistics service performance management in China and learn some useful experience from abroad.

Telecom Big Data Based User Offloading Self-Optimisation in Heterogeneous Relay Cellular Systems

This paper proposes a telecom big data based user offloading self-optimisation (TBDUOS) scheme. Its aim is to assist telecom operators to effectively balancing the load distribution with achieving good service performance and customer management in heterogeneous relay cellular systems. To achieve these objectives, in the cell-level offloaded traffic analysis stage, the optimal offloaded traffic is calculated to minimise the total blocking probability. In the user-level offloading stage, the user portrait is drawn and the K-MEANS algorithm is employed to manage the users clustering in the heavily loaded cell, and finally shifting users to assistant cells. Simulation results show the TBDUOS scheme can effectively reduce the handover failure and call dropping of specific users, especially voice/stream users, high consumption users, high level users. The TBDUOS scheme can also reduce the blocking probability.

Service Modelling and Performance Management with AI and Machine Learning

Service Modelling and Performance Management with AI and Machine Learning

Measurement model of service quality of tourism supply chains in Thailand

ABSTRACT The quality of service plays an important role in the tourism industry; moreover, it is a crucial issue that encourages competition potential to attract tourists. This study develops a measurement model of the service quality perception of tourism supply chains in Thailand using exploratory factor analysis and second-order confirmatory factor analysis. The study used a questionnaire survey administered to 1,400 domestic tourists. The research found that there are seven significant factors, namely, Customer relationship management, Order process management, Service performance management, Capacity and resource management, Demand management, Sustainability management, and Information and technology management affecting the service quality perception of tourism supply chains in Thailand.

Risk management and management accounting control systems in public sector organizations: a systematic literature review

ABSTRACT While it is becoming pervasive and unavoidable in every organization, risk management (RM) interacts with control systems in public sector organizations (PSOs). This article presents a literature review showing that PSOs design and implement risk-based control systems arbitrarily. This leads to the issue of appropriate integration of RM in management accounting and control systems (MACS). Despite the importance of integrated RM, the existing literature shows that issues of RM are not well integrated at the MACS level, and that a radical cultural shift is still required in PSOs. Future RM studies must provide empirical data about integration in practice.

Evaluating service quality and performance of higher education institutions: a systematic review and a post-COVID-19 outlook

PurposeThis study aims to present a systematic review on service quality in higher education. It discusses about the latest opportunities and challenges facing higher educational institutions (HEIs) following the outbreak of the coronavirus (COVID-19) pandemic.Design/methodology/approachThe study relied on the grounded theory’s inductive reasoning to capture, analyze and synthesize the findings from academic and non-academic sources. The methodology involved a systematic review from Scopus-indexed journals, from intergovernmental and non-governmental policy documents, as well as from university ranking sites and league tables.FindingsThe comprehensive review suggests that HEIs can use different performance indicators and metrics to evaluate their service quality in terms of their resources, student-centered education, high-impact research and stakeholder engagement. Moreover, this paper sheds light about the impact of an unprecedented COVID-19 on higher education services.Practical implicationsDuring the first wave of COVID-19, the delivery of higher educational services migrated from traditional and blended learning approaches to fully virtual and remote course delivery. In the second wave, policy makers imposed a number of preventative measures, including social distancing and hygienic practices, among others, on HEIs.Originality/valueThis timely contribution has synthesized the findings on service quality and performance management in the higher education context. Furthermore, it investigated the effect of COVID-19 on higher education services. It deliberates on the challenges and responses in the short/medium term and provides a discussion on the way forward. In conclusion, it implies that HEI leaders ought to embrace online teaching models and virtual systems, as they are here to stay in a post-COVID-19 era.

The challenges of becoming and being a clinician manager: a qualitative exploration of the perception of medical doctors in senior leadership roles at a large Australian health service

BackgroundIn Australia, activity-based funding models have emphasized the need for hospitals to be accountable for their clinical performance. Clinician managers, with medical backgrounds are essential to ensuring high quality clinical performance and operational management of hospital services. The purpose of this study is to 1. Identify factors influencing doctors to become clinician managers in the Australian healthcare setting. 2. Understand the pathways and challenges faced by doctors in becoming clinician managers.MethodsWe undertook a qualitative study with semi-structured interviews of 18 clinician managers (who have medical practitioner backgrounds) with formal leadership administrative roles. Interview transcripts were analysed with systematic text condensation.ResultsAll eligible participants approached in this context, agreed to participate and over 80% of the participants were male. We identified five themes: ‘Motivations for leadership’, ‘Pathways to managerial role’, ‘Challenges faced in management roles’, ‘Credibility through clinical practice’ and ‘Management skill cultivation and support’. Clinician managers progressed from being doctors to leadership roles through being encouraged to take on roles, while others felt pressure to take on leadership roles even if this was not a personal goal. Clinician managers described challenges such as feeling under-prepared, maintaining respect form colleagues through still participating in a clinical load, along with juggling priorities such as administrative tasks, managing budgets and performance managing other doctors.ConclusionsThere needs to be an intentional and more structured approach to training and supporting clinician managers that considers the complex challenges faced by individuals (especially women) as they progress into these roles in the Australian tertiary health services context. There is a need to consider ways of supporting clinician managers to focus on management skills, effective mentorship and address perceptions around losing respect from colleagues if clinician managers cease their clinical loads. Further research is needed among the female medical workforce, along with research to understand if maintaining clinical loads when undertaking a clinical management role in fact leads to better effectiveness in contributing to better patient safety and quality outcomes. Such evidence may assist in addressing these social pressures among clinician managers, and contribute to addressing gender inequality among the clinical management workforce.

Information technology management and service performance management capabilities: an empirical study of the service supply chain management process

PurposeThe dynamic capabilities view is invoked to hypothesize relationships among the service supply chain management (SSCM) process capabilities using the information technology management (ITM) process capability. This study argues that ITM will have an impact on the service performance management (SPM) process capability only when it works through mediators and demonstrates the impact by using the framework of SSCM process capabilities.Design/methodology/approachThis study is based on a survey using quantitative data collection to empirically test the research framework. The proposed framework and hypotheses were tested using a mail-in survey of the service industry in Thailand. The statistical analysis of data acquired from the survey was performed using structural equation modeling.FindingsThe results support the existence of a mediating role for the ITM process affecting the SPM process. This study identifies the role of ITM and emphasizes the urgent need for firms to embed other mediating factors into their approaches to achieve SPM process goals in the service supply chain context.Research limitations/implicationsThe study offers important implications to researchers as well as practitioners by highlighting the significance of mediating roles for ITM to achieve SPM process.Originality/valueThis research is among the initial attempts to argue the impact of ITM on SPM through mediators.

Relationship between performance contracting and the implementation of strategic objectives in Kenyan public universities

This study sought to determine the link between Performance Contracting and implementation of strategic objectives in Kenyan Public Universities. The main objective was to establish the extent of utilization of the Performance Contract (PC) as a tool for implementation for strategic objectives in Kenyan public universities. The study was anchored on the Balanced Score Card theory and used a combination of descriptive survey research design and correlation research design. The target population for this study included thirty-one (31) public universities in Kenya; a sample of 62 respondents was drawn from senior management and officers in charge of PC and strategy implementation in each University as well as 10 key informants from the Ministry of Education and the Public Service Performance Management and Coordination Office. Primary data was collected using structured questionnaires. The data were analyzed using descriptive statistics; correlation and regression analysis was computed to determine the degree of association between the performance of Kenyan public universities in performance contracting and implementation of their strategic objectives. Methodological triangulation and pilot testing were adopted to test for validity while Cronbach Alpha reliability Correlation Coefficient was used to test the reliability of the data. The study established that utilization of Performance Contracts contributes to 74.2% of the changes in strategy implementation in Public Universities in Kenya. It recommends that the universities should focus on the PC as a tool to enhance strategy implementation, allocate more funds for strategy implementation and improve their financial standing by engaging in more income-generating activities.

Research on the Dilemma and Countermeasures of the Customer Service Management of International Freight Forwarders under the New Normal——Take Guangdong GW Company as an example

In the context of the global epidemic that has lasted for many months, international trade has been declining, and China’s economy has entered a new normal. The global international freight forwarding industry is becoming more and more competitive. Many small and medium-sized international freight forwarding companies are facing difficulties in survival. Risk of bankruptcy. This article takes the customer service management of Guangdong GW international freight forwarder as an example, analyzes the dilemma of international freight forwarder customer service management under the new normal, and proposes corresponding solutions, explores the path to improve customer service management, and enhances the core competition in the market force. Thus, in order to improve the quality of customer service of international freight forwarders, it is necessary to carry out effective management innovation from improving the professional level of customer service personnel, improving customer service management system and improving customer service performance management. This will serve as a reference for the small and medium international freight forwarding industry to enhance the company's core competitiveness.

Fault and performance management in multi-cloud virtual network services using AI: A tutorial and a case study

Carriers find Network Function Virtualization (NFV) and multi-cloud computing a potent combination for deploying their network services. The resulting virtual network services (VNS) offer great flexibility and cost advantages to them. However, vesting such services with a level of performance and availability akin to traditional networks has proved to be a difficult problem for academics and practitioners alike. There are a number of reasons for this complexity. The challenging nature of management of fault and performance issues of NFV and multi-cloud based VNSs is an important reason. Rule-based techniques that are used in the traditional physical networks do not work well in the virtual environments. Fortunately, machine and deep learning techniques of Artificial Intelligence (AI) are proving to be effective in this scenario. The main objective of this tutorial is to understand how AI-based techniques can help in fault detection and localization to take such services closer to the performance and availability of the traditional networks. A case study, based on our work in this area, has been included for a better understanding of the concepts.

Performance evaluation of tourism supply chain management: the case of Thailand

Purpose The purpose of this paper is to investigate and develop a framework of the performance evaluation of tourism supply chain management (SCM) for the case of Thailand. Design/methodology/approach The performance measurement of tourism SCM was based upon the eight dimensions of service performance, namely order process management (OPM), supplier relationship management (SRM), service performance management (SPM), capacity and resources management, customer relationship management, demand management (DM), information and technology management, tour finance supply chain. Data were collected from 195 samples of experts of each component of the supply chain to identify the weight pairwise and criteria on each tourism component. The study also adopted analytical hierarchy process (AHP) technique to rank the dimensions of service performance for searching the suitable performance measurement. Findings The results showed that there are both similarities and differences in each tier. Among the eight dimensions subject to this measurement, OPM, SPM and SRM are ranked as 1, 2 and 3, respectively, in tourism supply chain. Research limitations/implications One limitation should be considered. As the results of this performance measurement are drawn from sole perspectives of the tourism-business operators, these are probably different from those of the tourists. Originality/value The contribution of this study is another effective performance measurement which is expected to benefit the evaluation of tourism supply chain for Thai tourism industry.

Diagnosis-related Group (DRG) and nursing care

Diagnosis related-group (DRG) has been widely used in health service performance management and will become an important tool in the reform of health insurance payment system in China. This article introduced the connotation and characteristics of DRG, clarified the scope of DRG application, and then analyzed the opportunities and challenges of DRG introduction to nursing in China. With the development opportunities brought by the macro-environment change, nurses should take positive attitude towards the exploring and demonstrating the significance of nursing in health care, obtain more advancement, and guarantee the sound promotion of nursing in this reform. Key words: Nursing care; Diagnosis-related Groups (DRG); Health system reform

Lifting the veil on the government’s regulatory agenda for the social work profession in Aotearoa New Zealand

INTRODUCTION: The article discusses the two contrasting agendas evident when statutory registration for social workers in Aotearoa New Zealand was introduced in 2003 – that of the professional association and that of the government.METHOD: The approach taken draws on a longitudinal research study of the aspirations for statutory registration held by a sample of members of the Aotearoa New Zealand Association of Social Workers (ANZSW). In addition, the motives behind the professionalisation strategy introduced by the principal government social work service are examined and analysed applying Foucault’s concept of governmentality.FINDINGS: The qualitative analysis of the data shows that the profession, although aspiring to having some role in statutory registration, also held concerns about its implications. By way of contrast, the professionalisation strategy adopted by the government social work service shows it was driven by public service performance, fiscal and risk management imperatives.CONCLUSIONS: The application of the Foucauldian theory of governmentality to the data and findings shows that the introduction of statutory registration is a manifestation of the managerial and statutory controls adopted by government and a means of governmentality. This has resulted in the government holding the upper hand in providing public accountability for social work practice thereby perpetuating its hold over the profession with the risk that the ANZASW is left in its wake.

국내 산림정책과 지속가능발전목표(SDGs)간의 연관성 분석

This study analysed the linkage between national forest policy in Korea, namely the 5SUPth/SUP National Forest Master Plan, 2016 Korea Forest Service Performance Management Plan, the 3SUPrd/SUP National Sustainable Development Plan, and UN Sustainable Development Goals (SDGs). The 7 strategies of the 5SUPth/SUP National Forest Master Plan were related to 11 Goals of SDGs, and 5 strategies of 2016 Korea Forest Service Performance Management Plan were associated with 7 areas of SDGs, and 4 strategies within 3SUPrd/SUP National Sustainable Development Plan were linked to 7 Goals of SDGs. Among 87 national forest indicators compiled from three respective forest-related policies of Korea, 45 national indicators were related to 18 SDGs indicators. This indicates that 52% of national indicators of Korean forest policy are reflecting the language of SDGs. However, seeing from SDGs perspective, only 18 out of 241, which accounts for 7.8% of SDGs indicators are related to national indicators. The findings imply that a number of national forest-related indicators do not meet the diverse dimension of SDGs which provides potential areas for forest to contribute. Based on the findings, following recommendations were suggested: 1) the term used in forest policy should be aligned to SDGs targets so that it can be embedded in national policies, and 2) indicators should be further contextualized as well as in its assessment system. Lastly, it suggests for leveraging 3) ‘5 Processes of sub-national climate change adaptation plan’ and the core concept of REDD+ MRV which could provide fundamental background for implementing SDGs framework to national forest policy.