1. 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)

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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% ( )
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

10. 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

11. 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

12. 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

13. 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)