Modeling process and information systems: leveraging technology to improve service operations

Abstract

This thesis considers the relationship between service quality, operational flow and technological integration through process modeling methodologies. Mixed methods research is presented in a series of process improvement case studies which incorporate Lean and Total Quality Management (TQM) principles. The studies are in context of clinical and administrative departments within a single organization; each department has undergone change to adopt a new information system. Data was collected using semi-structured interviews, focus groups and observations. We apply user-centric process modeling methodologies, Patient Journey Modeling Architecture (PaJMA) or Customer-Centric Process Improvement Methodology (CCPIM), and incorporate Electronic Health Record (EHR) access data to develop and validate process models which reflect the patient care journey or business service operations. Our aim was to identify opportunities for quality improvement of services and technological integration. The second aim was to provide a common language for process improvement across the organization. We conclude with a combination of case study results to provide overall process improvement and change management recommendations to senior management of the organization.