Improving healthcare processes through small-scale innovations

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review

1 Citation (Scopus)


Business Process (BP) Improvement remains one of the core activities of Business Process Management (BPM) today. It is often expected to result in cost reductions and process efficiency, typically achieved through automation. Research described in this paper focuses on ongoing improvement of healthcare BPs involving knowledge work. Through an exploratory case study, conducted in a real life organization named "SuperClinic", this research challenges the underlying assumptions behind process improvement, showing that in the explored case, their "to-be" customer-facing knowledge-intensive processes were made slower and more expensive, yet considered and confirmed to be significantly improved. As these knowledge-centered BP improvement initiatives were implemented though small-scale innovations, by process participants (knowledge workers) themselves this research critically analyses the role of process analysts in this context and offers new opportunities for BPM-related research.
Original languageEnglish
Title of host publicationHICSS 2012
Subtitle of host publicationProceedings of the 45th Annual Hawaii International Conference on System Sciences
EditorsRalph H. Sprague
Place of PublicationMaui, HI
PublisherInstitute of Electrical and Electronics Engineers (IEEE)
Number of pages10
ISBN (Electronic)9780769545257
ISBN (Print)9781457719257
Publication statusPublished - 2012
Externally publishedYes
Event2012 45th Hawaii International Conference on System Sciences, HICSS 2012 - Maui, HI, United States
Duration: 4 Jan 20127 Jan 2012

Publication series

NameProceedings of the Annual Hawaii International Conference on System Sciences
ISSN (Print)1530-1605


Other2012 45th Hawaii International Conference on System Sciences, HICSS 2012
Country/TerritoryUnited States
CityMaui, HI


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