@inbook{e317639295e447a488060f9b2f435efd,
title = "IDENTIFYING COMPETENCES USING A SERVICE-PROCESS MODEL IN QUALITY MANAGEMENT: EMPIRICAL EVIDENCE FROM MEDICAL SERVICES",
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. {\textcopyright} 2005.",
keywords = "Competences, competence development, services, medical devices, Biotechnology SMEs, biotechnology, quality",
author = "Markus Orava and Malin Br{\"a}nnback",
year = "2004",
doi = "10.1016/S0749-6826(04)07006-4",
language = "English",
isbn = "978-0-76231-168-2",
series = "Advances in Applied Business Strategy",
pages = "111--128",
booktitle = "Advances in Applied Business Strategy",
}