Measuring process performance within healthcare logistics - a decision tool for selecting track and trace technologies

INTRODUCTIONLogistical processes are essential for a hospital to function and in providing sendees for patients. Improving the efficiency and effectiveness of healthcare processes not only economizes on resources but also provides supports in reaching organizational goals (Gleason Sc Bamum, 1982; Mentzer Sc Konrad, 1991). Measuring the efficiency and effectiveness of a process can motivate employees and induce learning in order to improve processes (Neely, Gregory, Sc Platts, 2005). In a healthcare logistics context, employees will often perform tasks in various parts of a hospital without close management control. The lack of control and the dispersion of employees make it difficult to assess individual and process performance. Thus, from a principal-agent point of view, there is a need to measure and monitor the process (Kathleen M. Eisenhardt, 1989; Melnyk, Stewart, Sc Swink, 2004). Technologies such as RFID, barcodes and portable job agents can capture data in a process and enable process measurement (Ferrer, Dew, Sc Apte, 2010; Sarac, Absi, Sc Dauzere-Peres, 2010). When measuring several performance indicators, one technology may not fit all, and a range of different technologies may be needed to enable performance measurement. Selecting the appropriate technologies for capturing data is important to ensure data validity and enable performance measurement.A hospital is a complex system where a network of organizational units interact to perform various processes (Kannampallil, Schauer, Cohen, Sc Patel, 2011; Plsek Sc Wilson, 2001). The level of complexity can be determined by the interrelatedness between parts of a system and the uniqueness of those relations (Kannampallil et al., 2011; Simon Sc Cilliers, 2005). The uniqueness of healthcare processes stems from the unpredictable hospital environment as the course of treatment differs for each patient (Jarrett, 1998). The uniqueness of the hospital processes means that certain conditions are intrinsic to a hospital context. Furthermore, the important role of the patient in the outcome of health services differs from other industries with a more production oriented focus (Lillrank, Groop, & Venesmaa, 2011). Thus, the decision criteria that are valid in other industries may not apply in a hospital setting.The decision criteria for assessing technologies to measure process performance within healthcare logistics are investigated in this paper. This study aims to develop a framework that serves as a decision support tool for logistics management within healthcare. The purpose of the tool is to assess technologies that enable performance measurement. The framework is developed by answering the following research question (RQ): How can decision indicators identified in a hospital cleaning case be used to assess technologies for measuring process performance in a logistical healthcare process?A REVIEW OF THE LITERATURELiterature within the field of healthcare logistics is reviewed to understand what healthcare logistics involves. The technologies used in healthcare logistics are then found in literature and the need for assessment methods is identified.Understanding Healthcare LogisticsIn one of the early definitions of logistics, the change in form and location of inventory was viewed as the main value-added process in materials logistics management (Bowersox, Carter, & Monczka, 1985). The term logistics has evolved over time from a narrow definition focusing on the reduction of inventories to a more broad definition (Cooper, Lambert, & Pagh, 1997). Several and more elaborate definitions of logistics have since been proposed. One of the widely used definitions of logistics is that of the Council of Supply Chain Management Professionals who defines logistics as 'that part of the supply chain process that plans, implements, and controls the efficient flow and storage of goods, sendees, and related information from the point of origin to the point of consumption in order to meet customers' requirements' (Council of Supply Chain Management Professionals, 2015). …