Modular Service Architecture and Service Interfaces in the Care Pathway – A case study The time allocated for your pitch is 10 minutes for a research proposal and 20 minutes for a thesis presentation, which will be followed by questions from the audience. Please consider that only part of the audience comes from your own research discipline, i.e. try and discuss your research in terms suitable for a wider audience. Focus on service delivery process modularity 7 Jun 2016 Anssi Panula (240941)

Extensive needs for healthcare services Costs must not increase! Motivation Needs from healthcare services are contradictory Modularity makes complexity manageable, allows parallel work and improvement, and enhances capabilities to adapt to uncertainties (Baldwin & Clark, 2006) Modularity has been found to have managerial and operational potential in the healthcare services (Vähätalo, 2012) Modularity can support provision of efficient and patient-centered care (de Blok et al., 2010a) M.Sc. Thesis presentation 07/06/2016

Research question Research objective: - investigate the internal service delivery process from modularity perspective Research question: - How do modularity and modular service interfaces affect the internal service delivery process performance in the case company? Provide some background on your topic / motivate the importance of your research topic State your research question or objectives M.Sc. Thesis Presentation 07/06/2016

Definitions Internal service delivery process – the steps and actions taken in order to deliver the service to the customer. Care pathway – in this study, care pathway refers to the events and time taken from a patient’s injury until the he / she is able to go back to work Service architecture – “The way the service bundle is decomposed in to modules” (Voss & Hsuan, 2009) Service interface – “Connections between modules” (Vähätalo, 2012) Component (module) – “Relatively independent part of a system with a specific function and standardized interface” (Rajahonka, 2013) M.Sc. Thesis Presentation 07/06/2016

Theory / literature used Service modularity literature Modular service architecture Decomposition logic Modular service interfaces Voss and Hsuan (2009), Eissens-Van der Laan (2015) Healthcare modularity literature Modular architecture and interfaces Effect of the special characteristics of healthcare services on modularity Modularity’s effect on performance De Blok et al., (2010a, b, 2013, 2014), Eissens-Van der Laan (2015) Explain what literature or theory you are using in your research M.Sc. Thesis Presentation 07/06/2016

The decomposition logic Outcome Process Outcome and Process Industry Company / Supply chain Service component Service bundle Module / Component 1 Module / Component 2 Module / Component 3 Module / Component n Interdependence Service architecture decomposition logic 1. Choosing the decomposition orientation (Eissens-Van der Laan, 2015) 2. Choosing the level of decomposition (Eissens-Van der Laan, 2015; levels from Voss & Hsuan, 2009) 3. Identifying the interdependencies between modules / components (Thompson, 1967) The decomposition logic brings structure to the decomposition process (Eissens-Van der Laan, 2015) Explain what literature or theory you are using in your research M.Sc. Thesis Presentation 07/06/2016

Framework for analysis Module / Component 1 Module / Component 2 Module / Component 3 Module / Component n Interdependence Process Interface (four types, De Blok et al., 2014) Service bundle O-C C-C C-I O-I Performance Efficiency Service process architecture’s effect on performance Quality Effect Architecture Service interfaces Delivery process  Effect on performance Explain what literature or theory you are using in your research M.Sc. Thesis Presentation 07/06/2016

Methods & Data A single-case study Allows taking the context into account (Baxter and Jack, 2008) The case company can be seen as an extreme phenomena Data gathering Interview-study as the primary source of information Data available online as the secondary source Validity Triangulation with the case hospital Explain the main research methodology, and data used if applicable (e.g. data collection method, sample), and data analysis method M.Sc. Thesis Presentation 07/06/2016

Case hospital Specialized in providing orthopedic care Owned by an insurance company  the hospital was established to shorten sick leaves Offers also other services such as dental care and occupational care services Has established special roles to support the service process delivery CAGR 40% (2013-2015) Extreme case: Average recovery times reduced by >50% Meniscus injury from >60 days to 23 days Anterior cruciate ligament (ACL) injury from 118 days to 55 days More than 90% of the customers would recommend the hospital to other people M.Sc. Thesis Research Plan Presentation 07/06/2016

Results – care delivery process in the hospital Simplified care delivery process The interfaces Support information sharing and patient flow Support customization Bring coherence Doctor’s appointment Imaging Surgery Recovery at home Physiotherapy Detailed care delivery process Doctor’s appointment Surgery Imaging Physiotherapy Patient sent home for recovery Recovery at home Patient sent home with a scheduled check-up appointment Patient can go back to work Incoming patient Briefly present the most important results of your work M.Sc. Thesis Presentation 07/06/2016

Results – effect on performance The hospital is able to take the patient’s needs better into account Patients’ needs are found out effectively enabling designing the most suitable process for each patient Customization in the early phase of the delivery ensures effective delivery of the services and shortens the pathway Interfaces allow the professionals to concentrate on their core Doctor’s appointment Surgery Imaging Physiotherapy Patient sent home for recovery Recovery at home Patient sent home with a scheduled check-up appointment Patient can go back to work Incoming patient Detailed care delivery process Briefly present the most important results of your work M.Sc. Thesis Presentation 07/06/2016

Main contributions The framework developed can be used in analyzing other service delivery processes and their effect on performance Proper designing of the delivery process and focus on the process as a whole can reduce the time needed to cure patients and improve the overall performance Involving the patient in the care process can have positive results What are the key theoretical and/or managerial contributions of your study? M.Sc. Thesis Presentation 07/06/2016

Modular Service Architecture and Service Interfaces in the Care Pathway – A case study The time allocated for your pitch is 10 minutes for a research proposal and 20 minutes for a thesis presentation, which will be followed by questions from the audience. Please consider that only part of the audience comes from your own research discipline, i.e. try and discuss your research in terms suitable for a wider audience. Focus on service delivery process modularity 7 Jun 2016 Anssi Panula (240941)