IDENTIFYING COMPETENCES USING A SERVICE-PROCESS MODEL IN QUALITY MANAGEMENT: EMPIRICAL EVIDENCE FROM MEDICAL SERVICES

Markus Orava, Malin Brännback

Research output: Chapter in Book/Conference proceedingChapterScientificpeer-review

1 Citation (Scopus)

Abstract

This paper describes a modelling process the objective of which was to make the highly abstract concept of core competence practical. The aim is to identify competences through the use of a service-process model by analyzing what they reflect - the service quality. Core competence is defined, and a conceptual model is presented. Competences are classified on three levels in a corporate setting and the connections drawn to service quality. Empirical evidence is provided by a case in the health-care sector in which competences are identified through the use of the service-process model in high-performance, professional services. The service-process model in surgical medical services is presented. Critical elements in the service-quality experience are identified and core competences are identified based on service quality as a reflection of them and their management. © 2005.
Original languageEnglish
Title of host publicationAdvances in Applied Business Strategy
Pages111-128
Number of pages18
ISBN (Electronic)978-1-84950-320-4
DOIs
Publication statusPublished - 2004
MoE publication typeA3 Part of a book or another research book

Publication series

NameAdvances in Applied Business Strategy
Volume7
ISSN (Print)0749-6826

Keywords

  • Competences
  • competence development
  • services
  • medical devices
  • Biotechnology SMEs
  • biotechnology
  • quality

Fingerprint Dive into the research topics of 'IDENTIFYING COMPETENCES USING A SERVICE-PROCESS MODEL IN QUALITY MANAGEMENT: EMPIRICAL EVIDENCE FROM MEDICAL SERVICES'. Together they form a unique fingerprint.

Cite this